I have sent them several emails inquiring after parts availability and recieved zero response.

That surprises me because they were always very responsive a year or 2 ago when I was gathering parts for my 951.

Are they going downhill? Has anybody else had issues with them lately?

Thaddeus

 

How long ago did you send the email, and how specific was your request? I was just in there last weekend, and they were up-to-the-eyeballs busy. My impression is that they prioritize:

Counter, Phone, email

If it's important to you to get a quick response, get someone on the phone. They'll take care of you.

 

Reagrdless of what the medium is - they should have the C.S staff on hand to do the biz.

It is not always convenient to pick up a phone - in my case there can be a 12- 24 hour time difference.

I have also tried to contact suppliers e.g. 928 Specialists by email - 3 times in one month. No response. Hell, I even placed an order by email, using their site, still no reply. Best hope is that one of their crew read this list and get them to check the in-box...

 

Maddox:

I have had similar experiences and share your opinion.

 

E-mails seems to be the worse medium to use for getting parts. Half of the time the response generates another series of questions. Pick up the phone, all your questions are answered to your satisfaction and you know they have your order (versus you thinking they have the order).

 

I have found that if I want quick results on parts, all I have to do is pick up the phone and call 928 International!!

 

I'll just give PH a phone call next week. They've been great in the past.

 

I have used 928 international more than once - always respond within the day. Found it quicker to use them for parts delivery to Johannesburg than the local Porsche agent.

PS - and a lot less $$'s

 

Even though next few sentencees might cause some uproar in here I think it has to be said anyway.

I'd say 928 Specialists has some kind of email reply problem towards foreign customers. Haven't ordered from them personally lately but have watched others try to get any kind of email response from them. Don't know what has changed but they used to be much better in that regard. I do understand if foreign orders sometimes get second rate service as they must be more troublesome to handle, especially if they're small. One case that comes to mind involved about $2000 worth of parts. That can't be classified as small. Mistakes can and do happen. Don't expect everything to work 100% but response rate has been 0% lately. If they do NOT want overseas business at least they should say so. Now what they do is get more and more pissed off customers who's project is delayd while waiting for reply that never comes.

So that no-one gets misconception. There isn't many 928 parts suppliers around and I would like all present ones to stay and prosper for long time.

Regards,

Erkka

1992 928 GTS 5-speed could use some parts
Oak Green Metallic 22L
Classic Gray MX

 

Erkka:

It has nothing to do with foreign order. See my post above.

 

Maybe it's because they are "...Specialists" and not "...International"?

Just kidding... I've had some email conversations with Dave in the past, but when I was ready to order I did not get a response anymore. I have also tried to call a few times in the past for specific things, and never got a life person or a call back. Last time I tried was probably 1-2 years ago...

On the other hand, they have one of the 928-gods available, who has given me awesome advice in the past: Wally is world class when it comes to figuring out strange 928 problems.

Hopefully they will be able to get their customer service up to that same level. I'm convinced they are super nice people (like the other "Big Two"), and - if you reach them - provide very personalized service.

We have to remember that - like DEVEK - they are a very small business, and don't have the customer service machine of larger suppliers. And they have a life, too - at least I hope so for them!

Maybe their newest team member will help working the phones in the future?

Wuff!

Thaddeus: We'll check out Parts Heaven for you on June 6 when they have their annual swap meet. I'll have a booth there with my Porsche collectibles store...

 

Missed your location, sorry. Interesting if even clients location do not affect outcome. Wonder how common this is? Certainly more than what amount of traffic in here leads one to believe.

Regards,

Erkka

1992 928 GTS 5-speed could use many parts
Oak Green Metallic 22L
Classic Gray MX

 

Hi Maddox,

>I have also tried to contact suppliers e.g. 928 Specialists by email - 3
>times in one month. No response. Hell, I even placed an order by email,
>using their site, still no reply. Best hope is that one of their crew read this
>list and get them to check the in-box...


I am honestly confused as to how this could happen and if it was a problem on our end I sincerely apologize. I do know that approx. a month or so ago our ISP decided to add a filter for junk mail that deleted all e-mail with "cialis" in the message. Unfortunately "cialis" is part of the spelling of "Specialists" and we lost a lot of e-mail for an unspecified time before we caught the problem.

We are here to serve all 928 owners to the best of our ability, this is what we love to do and always do our best to take care of each and every 928 owner. Of course we are not perfect and do make mistakes, but I assure you it is not intentional.

As I have said many times before, PLEASE call us if you have a problem with e-mail. I know anything for my 928 is important enough to take the time for a quick phone call and I hope others feel the same. I am confident that if you make that small extra effort we will definitely make it worth you time!!

Erkka,

We do International orders daily and have no prejudice towards international customers. The only issue I can think of is that most international customers justifiably ask for shipping quotes and since we always ship without handling or packaging fees it take much longer to get an accurate shipping quote. We pride ourselves on shipping for exact carrier rates without marking up or adding cost to shipping. I am sure there are times when we get so busy that we can be slack about getting this done in a timely manner and for that I do apologize. I promise we will try to do better. To be quite honest we are just small town people and we really get a kick out of doing international orders as it makes us feel more "international", PLUS we love talking to all the guys overseas.


Niccole,
>I've had some email conversations with Dave in the past, but when I was >ready to order I did not get a response anymore.

I do remember our conversations, but never remember you wanting to buy anything. The only thing I remember concerning our e-mail was that you were interested in us selling some of your 928 Novelty Items. I felt you were doing an excellent job of this and there was no need to duplicate what you were doing, especially since you were and are doing a very professional job of it. Again if I missed an order I do apologize, but orders are how we stay in business so we can be here to help everyone with their 928s and it wasn't intentional.

> I have also tried to call a few times in the past for specific things, and >never got a life person or a call back.

We are always here 9-5 eastern time Monday thru Friday, If you get the answering machine PLEASE leave a message and we will get back to you ASAP. If you did leave a message ansd we did not return your call, then shame on us and we deserve to be chastized and do owe you an apology.

>Last time I tried was probably 1-2 years ago...

Many of you that know us know that last year was not our best year in life, between family heath issues and having to rebuild of faculty here due to pest infestations we were not at our best. We are trying to do better and I ask you give us another try, we will do our best to make it worth it for you.

>Hopefully they will be able to get their customer service up to that same level.

It is on my mind everyday, we do continue to try harder.


>I'm convinced they are super nice people (like the other "Big Two"), and -
>if you reach them - provide very personalized service.

THANKS!!!!!


>they are a very small business,
>and don't have the customer service machine of larger suppliers.

On one hand unfortunately true, but I prefer to have a small more personalized experience. How many large suppliers can you call and just chat about even the smallest issues with your 928? To those guys you call give them part numbers, CC info, Address and then goodbye. I can honestly say we may be hard to get a hold of on occasion, BUT when you do get us we will spend what ever time is necessary to not only help you with your 928 needs but also help you with making ownership of a 928 FUN!!


> And they have a life, too - at least I hope so for them!

Thank you for saying that! While 928s are a major priority in our lives, nothing is higher than family and living a well balanced life.


In closing I want to thank all of you for the "wake-up" call. Jeannie and I honestly care as much or more than anyone about our fellow 928ers and always desire to help them in anyway we can. Unfortunately this can be our downfall in some respects as we tend to spend a lot of time on helping each person individually, BUT I would not have it any other way. If you want a Big professional parts supplier that requires you call with part numbers and cc info only, then we are not for you. If you want individual service, tech help and deal with people you truly care, then you should give us a try, even if it means a small little extra effort on your end.


Sincerely,

 

I have only been an owner for several months, but I can say Dave and Jeannie have been great to deal with. They both have spent alot of time answering questions, troubleshooting, and getting me my parts quickly. They are second to none, and truly nice people to talk with.

Jim R.

 

Dude (where is the smiley face slapping you silly)! 928s don't go to Parts Heaven (very few anyway), they go to Shangri-La in Anaheim, CA (A.K.A. 928 International) for reinCARnation. Nobody in the world has a selection of used 928 parts like 928 International.

see: http://members.rennlist.com/jeifert/928intl.htm for a little virtual tour.

Regards,
JE