TomF

I have had an unusual experience with Brumos Porsche Parts which is my first in 17+ years of Porsches. I am wondering if this is typical of Brumos.

With my PCA $100 certificate, I ordered a set of 996 workshop manuals from Ed at Brumos on 9/13. Two weeks later, the box arrived with everything inside in total disarray- there were literally thousands of loose, damaged pages thrown into the box. Maybe 5% of the pages were in the binders. Many were torn or folded in thirds or worse. It would have taken me a week to re-sort them all. I was dismayed.

I have more than $2000 worth of workshop manuals and microfiche, and they always arrived in perfect condition, spotless, in the special Porsche grey box. These I purchase from the courteous folks at My Porsche in California.

I called Ed to rectify the situation, and was told, curtly, "That is the way we received them from Porsche." My response was that there was no way that Porsche would send something out in such an irresponsible manner. I received no apology, offer to help, or anything. I was told to send them back. UPS picked the box up the next day.

Hearing nothing, I finally called Brumos last week and spoke to Ed again. In the same unapologetic manner, he said that they had not received the box yet, but "maybe it came in while I was on vacation." I gave him the tracking number, and he said he would call me back.

Today, nearly a week later, I hadn't seen my manuals nor heard back from Brumos, so I called them again. Ed said that he received the box, but had no idea when the new set would come in from Germany. When pressed, he said that it would be at least a week, and that "They will be repackaged to our specifications and sent to you." Again, no apology or anything. His attitude was like they were doing me a favor and that I was wasting their time.

Hmmm.... I thought that customer service people were supposed to serve the customer with courtesy and respect. I have received neither. This is my first bad experience with a Porsche parts dept.

Is this typical of Brumos or just this individual? If so, good prices or not, I am done with them. Thoughts?

Pete in DC

I emailed them about buying 993 chrome tips or a strut brace with my $100 certificate and never heard a peep. So I went to Gert and saved even more.

Maybe their Pano discount ad got them in cutting-into-our-margin trouble. Who else matched it? Suncoast?

Todd P

Tom,

I also made an order with Brumos (Ed) using the PCA discount card. Everything I ordered was shipped quickly and packed neatly although they did send me the wrong polo shirt that I ordered. I made the return and haven't seen the return box yet. Hopefully I don't have the same experience you did.

I agree with you that if Brumos offers a good deal on the PCA card but then doesn't deliver with good customer service, maybe the extra 20% isn't worth the hassel.

Sam N

I believe Suncoast was matching the discount.

Mr Michael B

I had placed my order w/ Brumos, but then swiched it to Suncoast on a tip from a 993 forum post.

I got a great price (less than Brumos), and Phil there was "on the ball" about email & getting the job well done.

I like Brumos, but Suncoast fit the bill = Happy here.

Anir

I've never dealt with Brumos, but have also received wonderful service from Phil Anderson at Suncoast (former Rennlist sponsor, I believe), and Gert of course. In fact, my chestnut brown GT3 seats are on the way from Belgium right now!!

Luis A.

I also ordered from Brumos with my certificate. I fedexed the order as I needed the parts by a certain date. They lost the Fedex envelope until I called them several days later. The order was shipped with 3 parts missing and no explanation plus a 10% additional discount, not the 20% that they promised on top of the certificate. Upon calling Buddy Kennedy he said he'd look into it and call me back; that was Monday, no call yet.

In two words: *They Sucked*. Somebody else will get my next parts order.

Luis

SJM

No personal experience with Brumos, but regardless of the service provider, you need to share your thoughts with someone waaaaay more senior than 'Ed'. I am sure there is someone in the Brumos organization that does care, and one who would be shocked and horrified at the treatment you received. I don't go looking for trouble, but I have always pursued the receipt of unacceptable goods/services/customer service up the corporate latter with 100% satisfaction regardless of how small or large the company. It's all in the approach, and there is no way 'Ed' can come out looking good on this one. One clever reminder to any retail establishment owner is that you - the customer - represent profit, the parts guy represents overhead. I'll quietly step down from my soapbox now!! Good luck. Stephen

TomF

Thanks for the comments from everyone.

Steve, your suggestions are very appropriate. Having been in charge of a large customer-service organization myself in years past, I guess that my years away from the customer has allowed me to get a bit "soft" and expect less.

It has been my experience as well that a candid conversation with someone as high up in the organization nearly always proves to be quite satisfactory and gets the job done.

The Brumos name is very associated with Porsche in my view, and I am sure that Porsche themselves would be surprised at the treatment that some of their customers are receiving.

Thanks again, and I will be definitely going to Phil at Suncoast the next time.

Best regards,
Tom

SJM

Tom - good luck again. In reviewing my original response to you, I noticed I used 'latter' vice 'ladder' (as in corporate ladder!) How embarassing!! Regards, Stephen

MadMax

Tom et al.,
I've dealt with Brumos Porsche since 1997 and have never had any problems with their service or attitude. If you have experienced problems with the parts department I would definitely call or write a letter to Brumos. Their service manager Frank Eisenman is one of the best in the business. Hurley Haywood (I don't think I need to explain who he is) is the Executive VP of Brumos. Take your comlaint up the chain of command at Brumos. I would be very surprised if you don't get positive results.

Best Regards,
Max (no affiliation just satisfied customer)

TomF

A follow-up to my earlier posts about Brumos.

The situation has gotten worse. I received the second set of 996 manuals on Monday, and they were even more damaged than the first set. The pages were torn and many were extremely damaged. As a matter of fact, it appears that they were the same damaged manuals that I returned a month ago, only repackaged.

I called the Parts Manager, Buddy Kennedy, and left a VM. No response for two days, so I called back again, and finally reached him. When I explained the situation, he was unhelpful, arrogant, and continued to blame "Porsche Germany." He also said that I should order parts from a local dealer next time. He then said that he would call me back later that day to set up a UPS pick-up and refund my money.

Two days later, no call, so I called back and left another VM. Then I called Randy Rodin the General Manager, and left a message. No response six hours later from anyone.

I placed my original order the first week of Sept.- this has been going on for more than two and a half months. In all this time, and all the messages that I have left for the people involved, not once have they returned my calls.

What more can I do? Anyone know someone with authority at Brumos?

Any thoughts would be greatly appreciated.

Best regards,
Tom F

Phil

Tom
sorry about your troubles.
after I read your last post, I called Brumos, and asked for Hurley Haywood. I was put thru, and got his voice mail. Needlees to say I did not leave a message. You should call, and ask for Hurley!

<img src="graemlins/beerchug.gif" border="0" alt="[cheers]" />

TomF

Finally- I received a call from Ron Barnam, who is apparently the GM, not Randy. He was very apologetic and said that they would issue a refund check immediately and have the manuals picked up.

He apologized on behalf of the Brumos organization, Ed and Buddy in parts, and himself. He could not explain why I received poor service, but would be looking into it immediately. He took responsiblity for his organization, unlike his parts employees.

Hopefully he will follow through with his promises. When I receive my refund and the manuals are picked up, I will consider that the end of my relationship with the Brumos Parts dept.

I'm off to place my order with My-Porsche, who has been the epitome of good parts service.

Best regards,
Tom F.

Todd P

My situation with Brumos has gotten worse as well. After sending back merchandise I didn't order and explaining what I really wanted, I haven't received anything in over a month. I've called Ed a couple of times and left messages on his service. No reply. Finally, after talking to him, he said he would look into it and after three days still no call. I will never deal with Brumos again despite their "good" reputation.

I will follow up with a letter to the service manager, but after Tom's troubles, that sounds like it's not going to get me anywhere either.

Maybe I should call Hurley as well!