Parts supplier troubles - what would you do?
05-17-2008, 05:44 PM
#166
Instructor
Join Date: Feb 2008
Location: El Cajones CA
Posts: 137
Likes: 0
Received 0 Likes
on
0 Posts
My point is that there HAD been a problem with the switches, enough that is was a known issue. Can you see how a customer might have a problem with that, especially when he is made aware that the vendor knew this prior to the sale? What quantity is meant by "many, many sold?" 10? 50? 1000?
The problem with Kraig was that his demands were too extreme, and like most customers has a short memory and didn't factor in the free glass. And Roger probably felt, as can be expected, like he didn't have to do any more for this fellow, beyond the free exchange, because he'd already given him some free glass.
This story has been sooooo one sided, everyone rushed to Rog's defense and Kraig will probably never be heard from again.
Kraig will no doubt take his business elsewhere. In the long run, who loses?
The problem with Kraig was that his demands were too extreme, and like most customers has a short memory and didn't factor in the free glass. And Roger probably felt, as can be expected, like he didn't have to do any more for this fellow, beyond the free exchange, because he'd already given him some free glass.
This story has been sooooo one sided, everyone rushed to Rog's defense and Kraig will probably never be heard from again.
Kraig will no doubt take his business elsewhere. In the long run, who loses?
05-17-2008, 05:48 PM
#167
Rennlist Member
Join Date: Mar 2003
Location: Nashua, NH
Posts: 4,328
Likes: 0
Received 0 Likes
on
0 Posts
Roger bought both the first and second switches from Porsche. If Kraig had gone to a Porsche dealer and bought the part himself does anyone in their right mind think that a Porsche dealer would have warranteed the labor if it wasn't replaced in their own shop?
Roger hasn't lost a thing; Kraig has made an *** of himself and rmj65 is panting behind saying "me too, me too"!!
Roger hasn't lost a thing; Kraig has made an *** of himself and rmj65 is panting behind saying "me too, me too"!!
KEEP WALKIN' TILL YER HAT FLOATS!!!!!!!
05-17-2008, 06:11 PM
#171
Drifting
My same experience with the failed switches...no-one knew that there was a faulty batch out there until they actually failed. After two of them I raised an eyebrow, one failure does not make a "rash" of failures. I am quite certain that all the bad ones were replaced free of charge by all the suppliers but that is the extent of their responsibility. I re-installed the replacement for the ones that failed for me simply out of customer service and appreciation.
Did Roger design or manufacture the switch? Nope.
Did he know that it was faulty and still sold it? Nope.
Should he be responsible beyond replacing the switch for free? NOPE!
It would be a different story if he sold it knowing it was faulty and then refused to make it right. (I just encountered that on e-bay recently, that boy deserves a whipping!) It sounds to me like he did more than the average supplier for a mouthy customer that wants everything for nothing.
Did Roger design or manufacture the switch? Nope.
Did he know that it was faulty and still sold it? Nope.
Should he be responsible beyond replacing the switch for free? NOPE!
It would be a different story if he sold it knowing it was faulty and then refused to make it right. (I just encountered that on e-bay recently, that boy deserves a whipping!) It sounds to me like he did more than the average supplier for a mouthy customer that wants everything for nothing.
05-17-2008, 06:22 PM
#172
Owns the Streets
Needs Camber
Lifetime Rennlist
Member
Needs Camber
Lifetime Rennlist
Member
Roger selling bad merchandise. That'll be the day.
I still remember how he raised such a stink about those badly made lower hatch
receiver parts that would jam, I think. He went to great lengths to make those buggers
work and told everyone how to do it.
Not running to his defense. Just stating what sort of guy he is.
I still remember how he raised such a stink about those badly made lower hatch
receiver parts that would jam, I think. He went to great lengths to make those buggers
work and told everyone how to do it.
Not running to his defense. Just stating what sort of guy he is.
05-17-2008, 07:17 PM
#173
Instructor
Join Date: Feb 2008
Location: El Cajones CA
Posts: 137
Likes: 0
Received 0 Likes
on
0 Posts
The next supplier probably won't give away free merchandise.... like glass. And they will make a profit from Kraig's patronage. His money is as green as the next guys.
If any of you bought a part and it failed, and then the vendor you purchased it from informed you he'd had a problem with that part in the past, you wouldn't be ticked off in the slightest?
The defective switch was replaced. Any average supplier would have replaced a faulty switch. This is common customer service, not above and beyond customer service. I never once said any labor cost should have been directly compensated.
All I've really said was that if Kraig would have been my customer (and I'm not in the automotive industry for the record), I would have charged him for the glass, exchanged the switch at no charge, and extended a discount on a future purchase to make up for the inconvenience.
As a seller I would've made more money, and kept a customer.
I've made my points clearly and calmy, did in no way disrespect anyone who has posted on this thread, but when you see the comments start to focus less on what I say and heading towards me "panting" behind Kraig, flock off or "walking until my hat floats......"
If you have a problem with my viewpoint, man up to it and state why, and don't hide behind little snip remarks.
If any of you bought a part and it failed, and then the vendor you purchased it from informed you he'd had a problem with that part in the past, you wouldn't be ticked off in the slightest?
The defective switch was replaced. Any average supplier would have replaced a faulty switch. This is common customer service, not above and beyond customer service. I never once said any labor cost should have been directly compensated.
All I've really said was that if Kraig would have been my customer (and I'm not in the automotive industry for the record), I would have charged him for the glass, exchanged the switch at no charge, and extended a discount on a future purchase to make up for the inconvenience.
As a seller I would've made more money, and kept a customer.
I've made my points clearly and calmy, did in no way disrespect anyone who has posted on this thread, but when you see the comments start to focus less on what I say and heading towards me "panting" behind Kraig, flock off or "walking until my hat floats......"
If you have a problem with my viewpoint, man up to it and state why, and don't hide behind little snip remarks.
05-17-2008, 08:03 PM
#174
hmmmmmm thinkin Ole Rog will make lots more $$$ from all of us here on RL who know, trust & luv em, than from either Kraig or you!
The guys a jack ***, wanna be used car salesman, and he proves that with his actions. He'd be the same guy who screws someone who bought a car from him & laugh in their face about it. Like was already said, you KNOW he didn't pay for Leno's costs to make that engine right. Yet he thinks Roger should pay for his labor over a faulty switch. He should let his mechanic buy the parts, take his cars to the dealers, or learn how to work on them himself. Oh yea, & stay the hell off of RL!
His coming back here only proves his arrogance, reminds me of the Dirty Harry quote of "You're a Legend in Your Own Mind"! Then insults all of us Porsche owners with his porcupine comment. Lets hope he does us all a favor & never buys another Porsche of any model, much less a 928. I know most here don't like Todd Johnson aka Low Miller, but Todd's light years ahead of this guy!
The guys a jack ***, wanna be used car salesman, and he proves that with his actions. He'd be the same guy who screws someone who bought a car from him & laugh in their face about it. Like was already said, you KNOW he didn't pay for Leno's costs to make that engine right. Yet he thinks Roger should pay for his labor over a faulty switch. He should let his mechanic buy the parts, take his cars to the dealers, or learn how to work on them himself. Oh yea, & stay the hell off of RL!
His coming back here only proves his arrogance, reminds me of the Dirty Harry quote of "You're a Legend in Your Own Mind"! Then insults all of us Porsche owners with his porcupine comment. Lets hope he does us all a favor & never buys another Porsche of any model, much less a 928. I know most here don't like Todd Johnson aka Low Miller, but Todd's light years ahead of this guy!
05-17-2008, 08:13 PM
#175
Rennlist Member
The next supplier probably won't give away free merchandise.... like glass. And they will make a profit from Kraig's patronage. His money is as green as the next guys.
If any of you bought a part and it failed, and then the vendor you purchased it from informed you he'd had a problem with that part in the past, you wouldn't be ticked off in the slightest?
The defective switch was replaced. Any average supplier would have replaced a faulty switch. This is common customer service, not above and beyond customer service. I never once said any labor cost should have been directly compensated.
All I've really said was that if Kraig would have been my customer (and I'm not in the automotive industry for the record), I would have charged him for the glass, exchanged the switch at no charge, and extended a discount on a future purchase to make up for the inconvenience.
As a seller I would've made more money, and kept a customer.
I've made my points clearly and calmy, did in no way disrespect anyone who has posted on this thread, but when you see the comments start to focus less on what I say and heading towards me "panting" behind Kraig, flock off or "walking until my hat floats......"
If you have a problem with my viewpoint, man up to it and state why, and don't hide behind little snip remarks.
If any of you bought a part and it failed, and then the vendor you purchased it from informed you he'd had a problem with that part in the past, you wouldn't be ticked off in the slightest?
The defective switch was replaced. Any average supplier would have replaced a faulty switch. This is common customer service, not above and beyond customer service. I never once said any labor cost should have been directly compensated.
All I've really said was that if Kraig would have been my customer (and I'm not in the automotive industry for the record), I would have charged him for the glass, exchanged the switch at no charge, and extended a discount on a future purchase to make up for the inconvenience.
As a seller I would've made more money, and kept a customer.
I've made my points clearly and calmy, did in no way disrespect anyone who has posted on this thread, but when you see the comments start to focus less on what I say and heading towards me "panting" behind Kraig, flock off or "walking until my hat floats......"
If you have a problem with my viewpoint, man up to it and state why, and don't hide behind little snip remarks.
Hammer
05-17-2008, 08:39 PM
#176
Burning Brakes
RJM, you're new here, so you might want to not get your feet with this dispute. You probably aren't familiar with our vendors and how fiercely loyal people are to them. The reason people are defendng Roger so strenuously is because he does provide excellent customer service. You are saying he offers adequate service, yet, have you dealt with him?
I agree that the window is not part of the switch issue, but it is indication of Roger's character, and the way he treats other 928 owners, as a businessman and enthusiast. I agree that what Kraig does with the cars isn't the issue here either, and that many have latched onto that for ad hominem attacks. That's too bad because I don't think personal attacks are necessary.
But you have made some assumptions in your role as devil's advocate and may not have read very clearly to get the evidence you base your argument on.
Roger said" I concurred that the switch needed replacing and that I had already had a problem with another switch within the last few days."
I doubt Roger knew there was a problem with a switch if he just found about a failure a few days before Kraig followed up with him. He buys the switches from Porsche, and he said Porsche has several providers. A batch a while back had several bad, but Roger had bought these new with the assumption those problems had been resolved. This switch he sold was not from a batch that was "known" to have problems.
Also, Kraig inferred in the posts here (and I assume in e-mails) that he believed Roger sold knock-off parts and not Porsche OEM, and that was the problem. This is also incorrect, and at its base calls Roger a liar, since Roger has told him otherwise. Your suggestion is to give discounts to customers who call you a liar?
The rest of your argument is how you would run Roger's business if it were yours. That's not really relevant here, and not very interesting either, since you don't have experience as a parts supplier. And it's an assumption on your part that your solution would satisfy the customer. What if it didn't? You don't know the e-mails that have been exchanged, or any other communications, so I think you are at risk of being out of line and misinformed in telling someone how to deal with what appears to be a difficult situation.
Matt
I agree that the window is not part of the switch issue, but it is indication of Roger's character, and the way he treats other 928 owners, as a businessman and enthusiast. I agree that what Kraig does with the cars isn't the issue here either, and that many have latched onto that for ad hominem attacks. That's too bad because I don't think personal attacks are necessary.
But you have made some assumptions in your role as devil's advocate and may not have read very clearly to get the evidence you base your argument on.
Roger said" I concurred that the switch needed replacing and that I had already had a problem with another switch within the last few days."
I doubt Roger knew there was a problem with a switch if he just found about a failure a few days before Kraig followed up with him. He buys the switches from Porsche, and he said Porsche has several providers. A batch a while back had several bad, but Roger had bought these new with the assumption those problems had been resolved. This switch he sold was not from a batch that was "known" to have problems.
Also, Kraig inferred in the posts here (and I assume in e-mails) that he believed Roger sold knock-off parts and not Porsche OEM, and that was the problem. This is also incorrect, and at its base calls Roger a liar, since Roger has told him otherwise. Your suggestion is to give discounts to customers who call you a liar?
The rest of your argument is how you would run Roger's business if it were yours. That's not really relevant here, and not very interesting either, since you don't have experience as a parts supplier. And it's an assumption on your part that your solution would satisfy the customer. What if it didn't? You don't know the e-mails that have been exchanged, or any other communications, so I think you are at risk of being out of line and misinformed in telling someone how to deal with what appears to be a difficult situation.
Matt
Last edited by leperboy; 05-17-2008 at 09:31 PM.
05-17-2008, 08:56 PM
#177
Nordschleife Master
RJM - presumably you read the whole thread and know that Roger exchanged the switch at no charge, and gave the glass for free?
What's your issue exactly? That Roger should offer Kraig a discount on all future purchases?
You're not being especially clear.. should Roger be held accountable for a faulty switch? Most of his parts are direct from Porsche.. its not like he can go seek a better quality manufacturer if Porsche are having issues with their own supply.
What's your issue exactly? That Roger should offer Kraig a discount on all future purchases?
You're not being especially clear.. should Roger be held accountable for a faulty switch? Most of his parts are direct from Porsche.. its not like he can go seek a better quality manufacturer if Porsche are having issues with their own supply.
All I've really said was that if Kraig would have been my customer (and I'm not in the automotive industry for the record), I would have charged him for the glass, exchanged the switch at no charge, and extended a discount on a future purchase to make up for the inconvenience.
As a seller I would've made more money, and kept a customer.
As a seller I would've made more money, and kept a customer.
05-18-2008, 01:18 AM
#178
Someone Close this thread!!!!!!!!!!!!!!!!!!!!!!!
I think it has beed beat to death. Roger was not at fault with the switch. The dumb *** machanic should have test fit the part just like I did and he would have found it to be defective. All it thake is a phillips screw driver and you could feel the drag.
I think it has beed beat to death. Roger was not at fault with the switch. The dumb *** machanic should have test fit the part just like I did and he would have found it to be defective. All it thake is a phillips screw driver and you could feel the drag.
05-18-2008, 01:44 AM
#179
Team Owner
Yep this has gone on long enough, The affected parties have been through this already
R V please let it be over
R V please let it be over
05-18-2008, 02:10 AM
#180
