a question about customer service

[ziad]

ok i will not say any company names here. so hopefully the mods dont delete this thread.

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i have a problem with an australian company. They advertised a COP (coil on plug) kit at a special introductory price. Now after a little research i found that the reputation of company is world class. Also the introductory price was cheaper than an overseas competitor that was selling a similar COP but it was using used coils.

so i contacted the company asked them to confirm the price, which they did. then I said ok i want to put in an order. they replied with sorry but waiting on plates before they can make it. and should be in about 1 week. so i wait and then contact again. now they tell me they waiting for the actual coils and it will be a week before they get them. Ok so i wait a little longer. all the while thinking why advertise if its not ready.

now possibly realising that the competitor was selling used parts they contact me again to say if i do not want to wait for long time i can have the kit but with used coils... i reply well it depends on how much they willing to decrease the price by. to which they tell me 10% decrease from the original price. i told me no thanks i will wait for the NEW kit. so after another week i notice they increase the prices of the new Kit to 165% of "introductory price" and a kit with used coils to same as the "introductory price". taking the "introductory price" bit off

finally i get a contact by the company that the new kit is ready and go and do i still want it. i said yep and give me ur banking details and invoice. to which i get an invoice that is 160% of the original "introductory price". or a 5% discount on their RRP.

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Now my question are:
1) is it fair for me to be angry?
2) is it reasonable for me to expect the company to honour their original advertised price? if they do not want to, what options do i have?

 

[evo-gsr]

Why would you want to buy something from someone who uses second hand bits anyway??? Sounds dodgy as to me, I wouldn't buy anything from them..
You should already know by now, with these types of cars the cheaper option is more than often not worth the hassle... "you get what you pay for" ????

 

[JiMi]

if you never physically placed an order i doubt there is much you can do, but you certainly have the right to be pissed

 

[7 gen]

if you physically placed an order , and left a deposit, at that special price , then they have to honour it by law , you have by law bought it , now if you never did leave a deposit and its basically a gentlemens agreement,they have the upper hand ,if you have the name of the guy in whom you spoke to orginally , just give a friendly call , and say that you have been invoiced wrong and tell him that the price advertised was xxx not the price they invoiced you for , if you have not recieved your item and you have paid no monies , and they are awaiting payment before shipment , just cancel it , there is no legal binding contract to what they can charge and who wishes to pay the bill

 

[ziad]

no i didnt physically pay for it. as it was not ready in stock.

anyway hopefully it can be resolved to a middle ground happy for both parties.

 

[JSTYLE]

if you placed and order and put a deposit on it at the advertised price they have to honour as said by afew of the above members.

basically you waited and waited and by the time they had the actual item they had increased the price. have you figured maybe it was supply and demand? maybe the USD went up and the parts increased in price? could be many factors.

you didnt place an order and they bumped the price up in 2 weeks.. that is fair, it was an introductory price to start off with, they dont have introductory prices for 6 months.. obviously it was a 2 week or so thing.

lesson, see a good deal, they dont have stock? place an order, leave a deposit and wait.

Jon

 

[ziad]

well that is the problem.. hence as i said i am pissed. anyway i did offer money but didnt put a deposit as the company didnt ask for a deposit. anyway the excuse is about increase in price which i accept. but the main issue was that the supplier knew about the increase but never told me. he offered me the kit with used coils at a slight discount but didnt tell me that the new ones have gone up in price.

anyway as i said, hopefully something can be sorted.

main question was wether it was unreasonable of me to be upset at the situation.

 

[JSTYLE]

ofcourse you can be upset however in hindsight you should of 'locked' the price in!
when something is advertised as "introductory special" it wont be around for long!

Jon