Wow....
My apologies for not keeping an eye on this thread, as I'm currently overseas with limited access to the internet (which is slow and painful at loading webpages).
I feel its my responsibility to step in and clean this thread up.
I have been in contact with Jack (who has been replying in a very timely matter) resolving this issue. It did take us a while, and I believe if I had the ability to call him, we may have sorted this issue out a little sooner, although there is also the possibility both of us would get angry.
RUNUTS, I strongly agree with what you have said.
I was dissapointed to see the comments regarding his workers pinching the parts. I'm not one too hold a big grudge, but yes a was very angry about being flogged off when trying to explain the situation. I then requested to speak to Jack himself, who replied the next day.
After numerous emails back and forth, as you saw, he replied stating he would send the replacement parts. Now he still thought I was ripping him off at this point, and although I was getting what I wanted (and ordered) I didn't want to leave it there.
So, I sent him another email questioning the varying package weights that didn't make sensel, and reiterating that the old bearings were still pressed on and no NEW bearings were in the package. To make it even more confusing, now that he understood all that, repackaged a replica and weighed it, the weight still didn't match that of my box.
For the record. I do not blame Jacks Transmissions for the whole postage issue. That sorta thing can happen.
Jack and I have resolved the issue and he has gone out of his way (in my eyes) to set things right.
He is now shipping new parts aswell aswell as refunding the entire purchase. I have explained to him I don't wish to be reimbursed financially and only require the parts I originally ordered.
Jack has already sent the financial reimbursement as 'a gift' but I will be sending half back.
Jacks Email:
The confusion in the weights were due to the bearings which were not removed from the shafts. The weight which I got was not correct at first as I was not aware the original bearings were still on the shafts. Once I corrected that, I was able to get a total weight of 12lbs 2oz. This still weighed less than what USPS says it weighed, which if I remember correctly, was 12lbs 9oz. On top of that, we made the mistake of not removing the bearings from the shafts and sent you used shafts.
At this point it no longer matters. We packed a complete new order with the following parts:
NEW pair of output shafts
NEW 2 sets of output shaft bearings
USED, but perfect condition, 58 tooth ring gear
The reason it took so long was due to the fact that USPS was worthless in any help at all with this order from the time it left our facility. They were also useless in explaining why it took so long and why the weight reflected a full package, yet you got one with missing parts. We also show 4 new bearings which are missing from stock.
One question you had online was if the person which packed the box took them. He is not only an employee, but has also been a good personal friend of mine for close to 20 years. He has worked very hard to make the company what it is today and doesn’t know how to rebuild a trans either, so he would have no use for taking them. Somehow, for no reasonable explanation we can find, the bearings appeared to have been in that box when it left here, but not when you got it. Due to this, we have been scratching our heads as to how that could be as it makes no sense at all.
On another note, due to the way the economy has affected people from all over the World, we thought you were trying to get a new set of parts at our expense for free. With all of the evidence showing a weight which would be consistent with a full package, we thought you were just another person trying to cheat us as errors in our system is very uncommon. From what we were eventually able to gather, we found that you are genuine and really were missing the bearings. We feel terrible that we assumed you were trying to cheat us when you were honest the whole time. We can’t apologize enough and feel that a full refund and a new shipment of parts is the least we can do.
Please accept the parts and refund as a gift from us as we feel we owe it to you for what you went through.
Due to this transaction, we are making major changes to our company:
No longer use USPS without written consent from the customer of its problems.
Complete new software to help with inventory and shipments (this is expensive, but after your issues using us, well worth it now).
A scolding of our email associates to assure everyone gets a timely and friendly response as their job now depends on it.
Again, please accept our parts and refund as a gift to you for your troubles. We don’t expect you to use us again after what you went through, but hope this will help in your opinion of us.
Thank-you
Jack
Mods, Can you please close this thread to prevent any further off topic remarks.
Also, I would appreciate it if the off topic comments were removed as well as the side remarks.
I think this would be more beneficial as an informative "complaint/resolution" thread.
Personally if i were to deal with them again, I would order something smaller/cheaper first.
Test the waters so to speak.
I believe Jack has taken my advice in improving his staff's email response times quite seriously and that his business will benefit greatly from this.
I wish him all the best in the future, and if someone days deal with him after reading this, I hope to see a new thread reflecting their improved customer service.
Bryce.
