Equipment Parts Source Inc

Equipment Parts Source INC is an exceptionally helpful online store for people, like me, who own older backhoe equipmentThese vital parts are hard to find, but EPS has almost every part I've needed to rebuild my machineGreat store and very friendly owner!

As stated by the customer the cylinder is indeed out of warranty. We are (were) willing to help the customer with the parts necessary to repair the cylinder but he refused. Rather he decided that arguing with us about it would his best option. Indeed, had he simply taken the hour required to...

disassemble the cylinder and let us know what it was going to take to repair those parts could have been in transit today. But, as this claim proves, he isn't really interested in getting his machine back in production.   Equipment Parts Source, Inc. has stated what we will do to resolve the issue, and considering the customers attitude and disposition we are not open to negotiation beyondthat which we originally stated to the customer. Thank you,Marc S[redacted]

Complaint: [redacted]
I am rejecting this response because:
First off, I wouldn't have become aggravated had Marc expressed some desire to help me other than laying all the burden on me as the consumer to fix a problem that shouldn't be an issue.  When I told Marc that he should ship us a new cylinder and we would ship him back the defective cylinder, he became hateful and said he wouldn't do it.  Admitting there is some responsibility on his part by offering to replace the parts needed, should be enough to make one realize that the craftsmanship of the rebuild was NOT as it should have been.  Replacing the cylinder would have been easier for us due to the fact we were far from home and did not have the tools to rebuild a cylinder in the field.  This was NOT good customer service at all.  There was one additional expense that I would like to see covered in addition to the ram and the bolt.  We also had to purchase a seal kit for the cylinder that cost $70.55.  I do not think I am asking ANY too much in this circumstance.  That cylinder should have been good for MANY more hours.  I would encourage Marc to be a little more willing to help a customer and show a little better willingness to do so in the future to avoid irate customers who have spend thousands of dollars with his outfit.  Maybe put himself in the consumer's shoes.  I not only spent $1400 on a cylinder, I also trusted his product to not leave us stranded without a machine on a job that paid many thousands of dollars, which relied on the product we purchased from him.
Regards,
[redacted]

Very satisfied with the product and the service. Most mail order sales deliver in 7-10 business days by the cheapest method available but charge the customer exorbitant amounts. EPS gives you a choice and consideration as a customer. Product pricing is competitive and no sales tax.

I buy a lot of things online and many of the companies I buy from give good service....Amazon, E-Trailer, Grainger come to mind. That said, none of them have an edge on Equipment Parts Source for fast and efficient service. EPS has their act together in every department. I sent an email on a Sunday afternoon asking about parts compatibility and expected an answer maybe Monday. I had my answer in about 45 minutes, placed may order on Sunday, it was shipped on Mon, and I rec'd it on Wed....from WY to AL. A previous order was placed on Wed and rec'd on Fri via USPS priority mail. The folks at EPS could teach a class on how to offer top quality online service that anyone, even Amazon, could learn from.

Complaint: [redacted]
I am rejecting this response because:Whether Marc and I can agree on repertoire and who got mad first is null and void.  The simple fact is that he sold a defective cylinder.  That cylinder just so happened to last about 30 days longer than his warranty period.  I as the consumer should not have to pay for someone else's error.  After he told me that he couldn't help me by sending a new cylinder and that I would have to rebuild it myself with parts that he sent, I did become angry and told him what should be done.  I would have to pull that machine off the job, haul it back home from out of town, and then rebuild the cylinder.  Needless to say NO ONE would be very happy.  After Marc "telling me off", I decided that I had enough of his verbal abuse, wasn't getting anywhere, and hung up the phone.  It was obvious; he had his money, and I had a bad cylinder, and he didn't have to help.  He could have charged me for a new cylinder and then credited me when he received the defective cylinder back. Upon doing some research, I found out that Equipment Parts Source is just a distributor.  He purchases from a supplier.  More than likely, Equipment Parts Source didn't even manufacture or rebuild the cylinder-I'm not that familiar with them and don't care to be at this point.  His supplier only gives him a 90 day warranty, yet he passes on a 6 month warranty.  Makes me wonder how many times this has happened.  In any case, I would encourage any potential customer of Equipment Parts Source to seek another distributor.  Turns out that his supplier was more than happy to help us out and rectify the situation.  After contacting his supplier and telling them what had happened, they sent us the parts we needed.  No questions asked.  He didn't even ask who the distributor was.  Now that's customer service.  Marc should take some lessons from someone who knows how to run a business and keep it running with quality service.In CLOSING, it is against my wishes that this case be closed as "satisfied".  Marc has done nothing to satisfy any of his responsibility to this case.  In my opinion he is rude, unprofessional, and I will NOT EVER seek business with Equipment Parts Source again.
Regards,
[redacted]