svpmx83

Sadly, nobody reads the fine print on invoices, and supplying parts that may have a flow on effect if they fail to perform has extra risks. If I sell a toaster, and it fails and burns your house down
it should be - if it explodes when you plug it in - it's my fault, if a bagel sticks in it and burns down your house, it's your responsibility for not watching it.

Now for the soapbox bit using a previous business of mine as an example.
20 years ago I ran a business that sold second hand Japanese import replacement engines. we had a 6 month warranty and the conditions of that warranty were clearly explained before purchase.
Thermostat must be replaced
Oil and filter must be changed
Radiator must at the very least be cleaned/serviced
accessories although supplied still bolted on were not included (alt-starter-a/c etc.)
It got to the point where we were removing the accessories, thermostat and oil filter before shipping in order to force the customer to do the right thing because they were still making warranty claims with the original parts in place. Maybe it's my upbringing, maybe I'm smarter than the average bear, but gee whiz and golly gosh there are some muppets out there that I just don't understand at all.
And the legal system not only supports them but continues to improve their chances of winning.

So, Mark, as a loyal customer, who has not read your warranty policy
I believe you sell parts, therefore you are not responsible for anything more than replacing the item if it's proven to be faulty in either materials or workmanship. Shipping should only be covered if there is an error in initial supply. And muppets who believe you owe them a hire car should be dealt with on a case by case basis.

Have you thought of moving your operation to Texas - are there still legal opportunities to shoot offensive persons in that state?

blown 87

I have dealt with folks like that, just gave them all the money back and the parts and labor that I did on the car.
They do not have a leg to stand on other than how I screwed their car up, but i suspect every one they tell about how I screwed the car up knows they are a a$$hole any way.

Then I blacklist them, and we local shop owners share our lists.

I have no idea how Mark should deal with this, not what the parts were, but at some point you have to cut your losses.

EVERY one here knows Mark treats folks fairly.

shawscove928s

Mark,
You run a great business and I feel you have always gone far and above what most auto parts suppliers that support these kind of specialty cars even think of doing. Don't be pressured into changing anything. The 928 is not a car for the faint of heart. They are a great hobby and fun to maintain. However they are not cheap to maintain. There are many skilled 928 gurus here on Rennlist that can diagnose, order the right parts, and actually fix a problem with a 928. However there are still owners and technicians that use a trial and error repair and part replacement strategy. Too many times it is at your expense. Many do more damage to thier cars and replacement parts be it new, rebuilt or used than they actually fix. I am sure that you have warrantied many parts that you knew were ruined by operator/mechanic errors. That is sad but many times is the case.

From what I read on Rennlist, many owners complain about:
How expensive parts for our cars are.
How long it sometimes take for them to receive the parts even when they chose the cheepest shipping.
How the part they ordered didn't fix thier problem.
What is the parts supplier going to do for them now?

My answers to these questions are: I hope that they all get treated the way Mark would treat them.

Come on people, these cars are fun hobby cars. They are old. They need alot of attention. The parts are some times hard to find. It takes a lot of patience to get them right. If that is too much for an owner I suggest they try a new hobby, like stamp collecting or painting by numbers.

Thanks Mark for all your help over the years.
Ray

Mark Anderson

Thanks,
You are too kind. Rest assured I have no plans on altering the way we do business. I started this poll mostly as a learning tool for myself. Lots of good info here.

Chuck Schreiber

Roger, let's leave your personal life out of it!!!

Jim Devine

If it's an online self service shopping cart system,
one way of making sure you that the warranty information is there would be to put the warranty
in a scroll & check box "accept" - like when you install software. Can't finish the order without checking it.

SanDiego928

Question on returns;

Sent pics showing 2 parts I needed via email – 928intl. I could not find on PET. Via phone call with parts person I was told 1 part was no longer being manufactured but you have the other.

I ordered the adapter/housing which you did carry (used) from 928 intl.

Received part but was not correct for my MY.

I found the correct one at another supplier and ordered it since I was having trouble with communication and later found that you do carry the OTHER part I needed once I found out where it was on PET.

I will return at my expense since I received an email saying OK to return and I imagine I will be paying for shipping back to Anaheim since there is no RMA number mentioned in email.

Question: Will you be refunding the part cost and shipping? Or is it my expense for shipping both ways? Shipping costs will end up being about the cost of the part to begin with.

Just a FYI for me and others since I have used your establishment in the past but always knew the exact part I needed. Recently I am having trouble on the phone with your business (could be me or combination of both of us since I am new to this car and PET). I went to Texas and the East Coast for the parts I needed and had no problem.

If I can get my 928 up and running, I will be attending the Shark Fest and will bring the part for the return since it is in a few weeks.

Wondering what the thoughts are on this example since it just happened and FYI.

Mark