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Food Equipment Parts & Service

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Food Equipment Parts & Service Reviews (1)

Initial Business Response /* (1000, 8, 2014/02/05) */
A customer came into the FEPSCO parts department looking for a power switch for his Bevles Unit. I asked if he had the Model or Serial number for his unit, he did not. I asked him it he had a picture of his power switch, he did not. He...

continued to repeat himself that all he wanted was a power switch for his Bevles unit. | explained to him that Bevles has more than one unit and different versions of the unit, which is why the model and serial number helps to find the switch. I then asked if he had or could bring a sample of the switch, he said no, just give me a Bevles power switch. I explained to him our return policy for electrical items, **No returns on special orders & electrical items** (It is also printed on the bottom of our invoice). He continued to repeatedly ask to just give him a switch, I went to our Bevles section of our warehouse and grabbed the only power switch we had currently for them in stock. I showed it to the customer and showed him there were only two terminals on the switch and if he could tell me how many his had, he could not. I again specified our return policy and he asked me, "this is a Bevles power Switch right? Then in should work, I'm an electrician its only easy". I again explained to him that Bevles has more than one switch, and it may not be the right one.
To be brief buying parts for commercial equipment is like buying parts the car you drive. Make/Model or even a sample of the part you are looking for makes a big difference in being able to get the part you need. Help me help you. We ask these questions for a reason, I want the costumer to receive the parts they are in need of, but lines of information & communication has to go both ways. And that day, the customer wasn't hearing/taking in anything I had to say.
In the end he took the switch and that was the last I heard from him, I was out of the office the next day he came into the parts department.
Sincerely,
[redacted]
Parts Specialist
On Jan. 14th the customer tried to return an electrical switch (BEVLES). He claimed that we sold him the incorrect switch and that he wanted to get the correct one. I asked him what equipment and model# he was working on. He got upset and started to raise his voice, calling me stupid and that we didn't know what we're doing. I asked him to calm down, and informed him that I was not involved with the initial sale of the switch, and that I'm going find out what kind of information he provided to my co-worker.
At this point he reached in his pocket and slammed a switch on the counter that had four terminals on it and said, "This is the switch l needed". I said did you provide my co-worker with that information, he said no. Then he yelled at me saying that I should know that a 2 terminal switch will not work if he needed a 4 terminal switch. I agreed with him, Then again I explained to him if we weren't provided any information or sample part that he actually needed, we will not be responsible or take back, because it is electrical, any part taken at that time. He then provided an old parts bag, which I recognized, and he said this is the part I needed. I told him, I thought you needed a BEVLES switch. The parts bag was a ROBERTSHAW pary# 80-224. I informed him that if he would've provided this the first time he came, we wouldn't be having this conversation.
At this point | told him that he could contact my manager [redacted], and if he agreed to take the part back, be happy to credit & re-bill him for the correct part. He continued to argue his point, and stood by our policy of "No Returns on Special Order or Electrical Items". At this point I offered to sell him the part he needed, but as far as taking back the switch, he would need to contact my manager. He refused and said that he'll be back. He even threatened to sue our company. He finally left. l've been with FEPSCO for over 14 yrs.
THANK YOU,
[redacted]
PARTS DEPARTMENT
________________
________________
I am writing this letter in response to the Revdex.com asking if FEPSCO can come to a mutual agreement with
the customer wanting to return an electrical switch he ordered incorrectly.
As I heard the events in which the customer came to FEPSCO to purchase a power switch for a piece of
equipment he was working on to when he came to return the switch, I have come to the following
conclusion, no he cannot return the switch. if the customer had not been rude and call my employee
"stupid" I may have let him return the switch.
FEPSCO employees try to go the extra mile for the customer and are instructed to treat people the
way they want to be treated. Our goal here at FEPSCO is customer satisfaction.
Maybe the customer will treat people with respect rather than being rude and disrespectful.
[redacted]
FEPSCO Inc Parts Manager

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