AutoGeek! Dissappointing

I

imported_Automania1

New member
I cannot express enough how disappointed with this company and its customer service...



Ordered some products last week from Autogeek. Called them on Friday to get a copy of bill to reconcile credit card statement for end of month since I had not receive the bill nor package. Come to find out they shipped our order to our corporate office, so it means someone has to drive there to pick up...



Called today to ask about the copy of invoice and to tell them they shipped to corporate office. They said they were too busy to send copy of credit card statement by email and my fault for not telling them where to ship to... and I quote "if you had told us where to ship to they would have shipped to the correct address: (mind you they have shipped to my physical address for over 2 years)



I have to say some of the rudest uncaring people you want to do business with... One of the women suggested "I was having a bad day" simply for asking her why they shipped to wrong address. She transferred me to Megan who had the same negative attitude... I tried to explain to her the reason I was upset about the issue is they were being dismissive..not listening to people .. she replied snidely "so you want to be listened to" she continued to say if you do not give us the billing address how are we supposed to know where to ship to... They have shipped to me to the correct address for over 2 years... why would this be any different? Both Megan and the other woman I spoke with were dismissive, snide and very CUSTOMER UNFRIENDLY... THIS IS NOT THE WAY YOU DO BUSINESS, YOU FIND SOLUTIONS TO PROBLEMS....YOU DON'T TALK OVER YOUR CUSTOMERS, YOU CARINGLY LISTEN (really listen) TO THEIR COMPLAINTS EVEN IF YOU DISAGREE!



Customer do not always have to be right... but they need to treated RIGHT... You find solutions to win over the customer. At times I kept asking who is the customer here me or you?



Can you imagine if I was snide, impertinent, dismissive of my customer inquiries, talked over them. Did not truly LISTEN TO THEM, OR ACKNOWLEDGE WHAT THEY HAD TO SAY...? If the message is we ARE VERY BIG AND HAVE ENOUGH CUSTOMERS so YOUR complaints are inconsequential .. Then I guess I heard it loud and clear.



Contrast customer service from CARPRO I now purchase cquartz from CarPro... I receive the bill by email same day of order and shipment by next day.,,, Friendly, helpful, informative. same with 3d and many other suppliers, who genuinely care about their customer service. People like this forget that its pennies that add up to dollars into millions.



THE LESSON HERE AND I REMIND MYSELF... TREAT YOUR CUSTOMERS WITH RESPECT, VALUE THEM, ACKNOWLEDGE WHAT THEY ARE SAYING TO YOU.
 
Try Autoality.com, or his wholesale page, detailersclub.com Much better customer service, great pricing, and he is a nice guy to boot!!
 
If you want to go through the aggravation, maybe send a snail mail to Autogeek attn:Bob McGee (Max) and re tell your story. An actual physical letter might leave an impression :nixweiss
 
Bill D said:
If you want to go through the aggravation, maybe send a snail mail to Autogeek attn:Bob McGee (Max) and re tell your story. An actual physical letter might leave an impression :nixweiss
Click to expand...



Linking them to this thread probably will as well.
 
You want to hear something interesting...just happened 15 minutes ago and reinforces my philosophy on customer service.



I just finished with a customer a bit of a complicated issue but immediately took care of the problem, listened to him and offered some alternate solutions... and he loudly announced in the reception area where other customers were sitting. This is the best customer service and experience I have had... and I should know. He said I am the Dean of the Business School (Major University) and I teach marketing and customer service and this has been a great experience, I am glad I found you...
 
I agree with you. The customer service staff @ AG is disappointing. They aren't servicing the customer all too well, rather, servicing the company. The worst part about is that even the managers/supervisors are rude and not willing to put the customers satisfaction ahead of their own.



I got the sense they were really trying to nickel and dime me with everything when I dealt w/ them last.
 
Can't say that I've had the same experiences. I've had a couple of "neutral" experiences with AG where I didn't get great service, but it wasn't bad either. Mostly though it has been a good experience and I have been pleased with the service. Time will only tell, but I'm probably going to be switching most of my business to Detailer's Domain this year anyway. I talked to Phil in a few e-mails and not only was he extremely helpful, but seemed to sincerely want my business. Winner in my book.
 
The couple of times I've had issues, they have always resolved them better than I would hope. As frustrating as it is to get an order shipped to the wrong address, at least they sent it to an address you had access to. I recently had a vendor ignore the address I provided and sent it to my old house. Luckily I beat the new homeowners to it!



When you placed your order did they confirm the correct address?
 
David Fermani said:
He's actually a member here. Try sending him a Private Message: :whistle:



http://www.autopia.org/forum/members/bmax.html
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Why bother? Their attitude is "we have enough business" and we don't really care.. There is an old dictum that says the fish never stinks from the tail but from the head.



You see when a company really cares it starts at the head and and everyone down the line knows without a doubt you will value and treat with the utmost respect and regard our customers... They may not be always be right... but you must treat them right.



People who really care make a genuine effort. It would go something like this..." We sincerely apologize for the problem and to assure that you receive your package at the correct address in future may I remind you to verify your shipping address with the sales person when you next order from us. Or we have on file 2 addresses which one would you like us to ship to? We are sorry for the mix up.



An acknowledgement a sense that my complaint was heard would have been enough for me... instead I was treated like an irritant, when a company looses the sense of treating every customer with value and regard that usually signals a bigger problem.
 
You are not contesting the fact that you did not give them the correct address. I have never had a problem with Autogeek but maybe that is because I always provide the address I want the package delivered to.
 
rustytruck said:
You are not contesting the fact that you did not give them the correct address. I have never had a problem with Autogeek but maybe that is because I always provide the address I want the package delivered to.
Click to expand...



They always confirm your address by asking a few questions when you provide credit card info.. and my response would always be my billing address is different from my mailing.. so I do not remember the discussion on that day.. However they have been shipping to me for quite some time.. and most companies in the business of shipping goods have great software systems that enter the required information one for shipping and one for billing... One would think if you have a customer and have been shipping to them for some time, why would it be necessary to repeat your shipping address every time you made a purchase. Quite frankly I purchase from a lot of suppliers and have never had a problem with the supplier maintaining shipping and mailing address.
 
I had bad experience with AG maybe 6-7 years ago. Megan treated me like crap then, I see somethings never change. I am happy to say that they have not seen a dime of my money since and they never will.



Kevin Brown at Buffdaddy.com gets most of my hard earned money as well as Phil at Detailers Domain. Both of these people are a class act, always polite and happy to help you.
 
I have also had bad service from AG on 2 accounts. I placed a regular order, but rather than taking 4 32oz bottles of M105, I ordered the gallon. Same quantity of product, just in 1 container instead of 4(to save a bit of cash, you know), and they send me an email saying the shipping would require $60 more because of 'oversized' items. As far as I know, 4 x 32oz is = 1 x 128oz, so same weight and 1 gallon takes less space in a box than 4 32oz bottles. When I explained this to them, they only answered 'so we're canceling the order then? It's not a problem for us' as if to say ''We have enough money, your measly $500 isn't that important, we don't need it''



I was very unhappy about it and since then, I only order from them when I have absolutely no choice to do so.
 
Sorry you guys have had bad experiences with AutoGeek. "Ditto-ing" what has been said, I've ordered from AutoGeek for years, no problems; I've found Meghan very responsive to my concerns and I've sent Max emails before, he's is a class act, I wouldn't write the guy off. I do think it's helpful to have a list of suppliers listed on the forum so folks can shop around for better prices and service.
 
I've sent a lot of money AG's way over the years. In the past they have been very easy to work with and have handled any issues quickly and politely.

Over the last few weeks I have sent 2 different emails to customer service and received no reply.



While I've never had an issue to see how it would be handled(I can guess how it would go ;)), Corey at carpro-us.com and Phil at D'sD have always been awesome to work with.

I really do feel like there has been a turning point in AG's service and it looks like Corey and Phil will be picking up probably the world's most valuable client(haha).
 
it seems more posts and threads are popping up with the dissapointment of AG's service (their forum has taken a dive and most of the older valuable posters, don't post much on there or at all anymore) and it's not surprising with the many who have posted here and elsewhere with their experiences. IME, AG's customer service isn't what it use to be and it's a shame because i use to like shopping with them at one point in time. when you have places like detailersdomain.com - carpro-us.com - buffdaddy.com - detailing.com - DI, and a handful of others to choose from these days, there isn't really much of a need to shop with them. eventually... people open up their eyes and see the real picture, some quicker than others. btw, this is the original AUTOPIA site and there's a reason many of the seasoned and well respected detailers post here! i remember i posted on their a while back about some rolled edge mf's i purchased long before AG carried them and within a few weeks guess who got them in LOL. your money is your voice, keep that in mind the next time you spend a few bucks somewhere...
 
it seems more posts and threads are popping up with the disappointment of AG's service and it's not surprising with the many who have posted about their experiences (not just here, but other online discussion forums as well). IME, AG's customer service isn't what it use to be and it's a shame because i use to like shopping with them at one point in time. when you have places like detailersdomain.com - carpro-us.com - buffdaddy.com - detailing.com - DI, and a handful of others to choose from these days, there isn't really much of a need to shop over there. eventually... people open up their eyes and see the real picture, some quicker than others. i remember a long time ago i posted on their forum a while back about the rolled edge mf's i purchased long before AG carried them and within a few weeks guess who got them in LOL. your money is your voice, keep that in mind the next time you spend a few bucks somewhere...
 
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