Expensive lesson learned
05-31-2012, 10:47 AM
#31
2nd Gear Member
Join Date: Oct 2004
Location:
Posts: 485
Unfortunately, it seems as though there are faults on both ends. Speaking from experience, AM is a really great company to work with and has top notch customer service! I've experienced issues with a particular product (broken/scuffed) and they continued to send me a new one, until I was happy. It took 3 times, but I received it and was very happy in the end. It was more of their vendors fault and not AM directly.
Worse case, if you can't return it, put the hood on Craigslist and try to sell it locally.
Good luck!
Worse case, if you can't return it, put the hood on Craigslist and try to sell it locally.
Good luck!
If I go to the store, buy a new shirt, and the label said medium but it was really a large and I wanted to exchange a shirt because it was labeled wrong, no problem... but if I ripped the sleeves off, and spilled mustard all over it, and THEN brought it back saying that it was labeled wrong, they would not return it, and how could ANYONE expect AM to??
05-31-2012, 01:33 PM
#34
Good suggestion Lopez. Haha.
05-31-2012, 02:10 PM
#37
1st Gear Member
Thread Starter
Join Date: Nov 2011
Location: IL
Posts: 61
Well great news everyone... after many discussions with Andrew at American Muscle, they have blown my mind with their customer service and will be shipping me a new hood at no cost and i wont have to return the old one. This is above and beyond coming from AM and they will continue to get my patronage and i will alway recommend AM to anyone looking for aftermarket parts from them.
05-31-2012, 02:42 PM
#39
Hey guys,
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy.
The old hood is painted and we have no use for it, so we're going to leave that to you. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Chris
This is a mess! Let's see if we can't get this taken care of. Let me clear up a few of the details.
First, we called the customer to ship directly to the body shop both out of convenience, and to be able to offer to ship it for free to him. On our website when you go to buy a hood, it let's you know that we ship to your house for $75 or to a business for free. We intercepted the order when it was marked to ship to his house and let him know that we could do it for free and save him some hassle by getting it right to the shop for him!
Second, we're really sorry about the mix up to begin with. Somehow, the wrong hood got into your hands, even though you ordered the correct one and we're going to make it right! You had told us that the hood showed up without a box, and we certainly ship it with one - so it sounds like the freight company may have un-boxed it to hide a little damage on the packaging. This makes it tough for me to figure out whether it was our team who made the mistake and shipped you the wrong one or whether it was boxed wrong from the manufacturer (part number is on the box). Either way, it doesn't matter... let's get you solved.
Our typical policy is that we don't take back painted parts and that your body shop should have tested fitment before painting, so the rep was just doing his job. We're definitely at fault for shipping the wrong item, no matter how you look at it. So here's what we're willing to do.
We're going to ship you out a brand new hood, and it will absolutely be the correct one! That's what you ordered and we do what we have to when a customer is unhappy.
The old hood is painted and we have no use for it, so we're going to leave that to you. Sorry about the mistake, but things happen, and hopefully this makes it right in your eyes!
Chris
05-31-2012, 03:21 PM
#40
2nd Gear Member
Join Date: Oct 2004
Location:
Posts: 485
Way to go above and beyond Chris.
I have placed 3 orders from you guys in the past month (spoiler, wheel package, and scoop)
I actually paid more for the last item from you guys just because of the customer service, so things like this go a long way.
I am currently in the process of going through one claim, and will continue to order no matter what the outcome..
Now please get some 2013 parts in for me... Thank you, lol
I have placed 3 orders from you guys in the past month (spoiler, wheel package, and scoop)
I actually paid more for the last item from you guys just because of the customer service, so things like this go a long way.
I am currently in the process of going through one claim, and will continue to order no matter what the outcome..
Now please get some 2013 parts in for me... Thank you, lol