After researching this further with reliable sources outside the
manufacturer of this product, we can thankfully confirm that the data
for multiple aftermarket manufacturers requires updating to reflect
the fact that TD98U and TD80U are actually one and the same, meaning
the distributor the customer purchased should have been compatible in
his vehicleSince it failed under warranty, it is subject to regular
warranty termsFrom the information we gathered, Honda started the
separation between 98U and 80U due to an unrelated issue, but later
recombined them (thus the discontinued 98U) and didn't notify
aftermarket manufactures until very recently resulting in inaccurate
data being presented
We apologize to this customer for the frustration he has experienced
Considering the circumstances surrounding this order, we feel a
warranty exception is appropriateWe have emailed a prepaid FedEx
return label for the customer to return the distributor for a full
refund (all shipping included), as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
RockAuto does not seem to understand consumers have no
interest in hearing about policies and procedure other retailers have in place
We have no concern for loop holes that provide them with a sense for not
being responsibleThe bottom line is; RockAuto
sold me a defective partThis part leaked power steering fluid all over
my engine ruining both my alternator & power steering beltsI had to pay
my mechanic twice for installing the defective RockAuto part and then again to
install the replacement partIt is not unreasonable to ask RockAuto to credit
my credit card for the purchase price of the defective partThe longer this
goes on the angrier I’m getting We are
now well into the principal of the matter and I will continue to pursue this
issue until I have my refund. When I do,
I go my way and RockAuto can go theirs. Regards,
*** ***
Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the productAs our Policies page explains, warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expensesBy offering store credit upon return of the defective part, we offered a one-time exception in an attempt to allow the customer the option of replacing the pump locally and purchasing other parts he may need.Since this offer was declined, the customer can still replace the part under the regular part-for-part replacement warrantyTo do so, he can use the return instructions we emailed him(Alternatively, he can place a new order for the SAME part number and brand, then set up a Defective return on the NEW order number using the Order Status and Returns link and return the old part for a refund on the new orderAlthough manufacturers' warranties do not cover shipping costs, RockAuto will refund up to the cost of outbound Ground shipping costs for the same part on the new order.) No alternative refund will be issued
First, we
apologize that the customer did not receive responses from our
representativesThe situation had already been addressed, but
apologize that he did not receive callbacks
When this
customer reported a problem with his converter, we explained that
with the information he provided
we could not guarantee it would be
covered under the manufacture's warrantyWe explained that typically
catalytic converters are only covered if there is a structural
problemIf it failed due to another problem in the vehicle, it
wouldn't be covered by warranty
The customer ordered a new
converter, then contacted us for warranty return instructions for the
old oneThe customer returned the old converterThe manufacturer
found that the substrate had broken apart internally with signs of
heavy ash, which indicates a problem outside the converter (such as
over-heating, an emissions issue) rather than a manufacturing defect
(Please see manufacturer's site for additional technical information
about this type of symptom* ***)
We informed the customer that since the converter was not faulty we
could not refund for it and we returned it to him at his request
The piece of paper the
customer included in his return did not need to be opened for the
manufacturer to inspect the partThe manufacturer uses a tool that
can be inserted into either end of the converter for an internal view
without need for cutting it apart, which is why the converter
returned to the customer after inspection was in one piece
Parts can quickly or slowly
deteriorate, so it is likely the new converter will eventually fail
as well if nothing else was replacedThe vehicle could have passed
emissions tests and not necessarily shown a check engine light if the
substrate was slowly deteriorating over several monthsWe can not
speak to the validity of a competitor's (like a dealership's) claims
but based on the manufacturer's inspection this was not a failure
caused by the converterSince the converter was not a defective
part, no refund will be issued
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ALTHOUGH, ROCKAUTO had the part in their warehouse the whole timeCustomer service are liars and can not make a simple phone call to their warehouse to see that the part WAS THERE, the whole time$PART, I PAY FOR SHIP LABEL -AND WIND UP GETTING BACKTRUE THIEVES here in my book.THEY WOULD HAVE STOLEN from me had I not raised a complaintThieves they are in my book, maggots for customer service
Regards,
*** ***
When
customers place orders through our website, we send them itemized
order confirmations within minutes of the order being placed which
show the parts ordered alongside their pricesThis customer's order
confirmation (see attachment) shows that he did not order and was not
charged for a
right/passenger's side headlamp assemblyThere was not
a “glitch” in this process - he only ordered and was charged for
one left/driver's side headlamp assembly: part number GM
The
customer is welcome to purchase the part he needs by placing a new
order through the websiteAs our Policies
page
explains, everything
we sell is returnable for full part cost credit within days
Shipping
charges are not refundable unless the return is due to our mistake
Since no mistake was made on our part (we shipped and charged for
exactly what the customer ordered), he is welcome to return any parts
he doesn't want for a refund of the parts' costShipping costs are
his responsibilityWe have emailed him the return instructions he
has requested for return
The customer ordered Wednesday evening using next business day
express shippingWe shipped his order Thursday, and under
circumstances it would have been delivered FridayDue to a blizzard
on Thursday that affected FedEx shipments, FedEx delivered this
customer's shipment as soon as
they were able - one business day late
on MondayAs we explained to the customer, since weather is not
something that is under anyone's control, no shipping cost refund
will be issuedHe is welcome to return the part under our day
return
policy
The customer spoke with a representative hired to make decisions like
these, and who explained the answer we provided would not change by
talking to another representativeWe could not cancel the order
since it had already shipped out and was in the carrier's hands
This
problem occurred within our day return policy, so we sent the
customer return instructions and a prepaid shipping label for a full
refund on the order
As our Policies
page explains, like other retailers of branded products RockAuto
does not offer any product warranty of our own--we
honor the warranty
provided by the manufacturer of the productWarranties offer only
replacement of the defective part with another part: no cash refunds
and no reimbursement of labor costs, shipping costs or other
expenses
We have contacted
the customer so we can help him attempt to submit a claim to the
manufacturerThe manufacturer will decide if they will honor a
claim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
The
customer purchased a part with a core chargeAs our Policies
page states, shipping charges on cores aren't
refundableCores must be complete and rebuildable to receive credit
When the core return was received, there was a cut wire so the core
was unable to be rebuiltWe sent the
attached photo multiple times
upon request, clearly showing the cut wireWe offered multiple times
to send the unrebuildable core back to the customer, but she did not
respond to our requests so the core was disposed ofThe customer was
not charged return shipping (we absorbed this cost as a courtesy)No
refund will be issued for this core that can not be rebuilt
While the customer did not tell us about his change of address, we understand why he thought we would be aware of his address change due to more recent orders with usAs an exception and as the customer requested, we shipped him a new part
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr
*** ordered brake calipers for a BMW 325iIn our catalog, we
offer two types of front calipers for this car, based on the different
original suppliers that BMW used on that model - ATE and GirlingHe
bought calipers meant to replace Girling calipers, but when he spoke to
our
representative he told us that his originals were made by ATEWe
are accepting a return of the part that turned out to be wrong for the
vehicle, and will refund him the cost of the part once we receive the
return
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.That's a lie when you order from them online as I did they don't ask anything about size they ask year make and model and engine size my truck is completely stock never had any problems order parts beforeI believe they were the wrong parts in the box and they don't want to admit that their wrong .
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
We apologize for the late delivery due
to the carrier temporarily misplacing the shipmentWhen the customer
reported the problem to us, we contacted the carrier to locate the
packageAfter this complaint was submitted, the carrier confirmed
this is awaiting pickup at the customer's PO box, so
no reshipment is
requiredThe customer has been provided with all necessary
information to pick up his shipment
This
customer placed an order in the afternoon of Wednesday, February 4th
and tracking shows delivery Monday, February 9th
As our site explains during checkout, we ask for hours to process
and ship ordersWhen the customer checked out online, we showed a
“You should receive by” date of
Monday the 9th
when the business day express shipping method was chosenWe
printed the shipping label Wednesday afternoon but the express
shipments for that day had already gone out, so the order shipped
ThursdayTwo business days from the day of shipment (Thursday) is
Monday since weekends aren't considered business daysThe customer
received his order according to the shipping method he selectedIn
the future, we recommend reading the expected shipment date we
provide during checkout so the customer's expectations are in
accordance with the service he selects
As
our Policies page
explains, like other retailers of branded products,
RockAuto does not offer any product warranty of our own--we honor the
warranty provided by the manufacturer of the product
In
July 2013, this customer purchased a part covered by a month
manufacturer warrantyHe
contacted us about a problem in December
after the warranty had expired, so no refund or replacement will
be provided
We
monitor return patterns to ensure products with common problems are
removed from our online catalogThis is the first warranty issue
reported in our history with the product (sold over times), so we
do not have reason to believe there is a quality issue associated
with this part
While we can not account for and are not responsible for the accuracy of competitors' data,
the information on our website is correct for this part listingOur
part listing for the compressor the customer ordered specifies that
it is for *** compressors (as opposed to
H12A1AH4DX
compressors), but the customer indicated needed an H12A1AH4DX
compressor replacementAs we remind customers on our Help
page, it is important to read listings carefully to ensure they
match the applicationIn this case, the customer ordered incorrectly
for his vehicleWe provided the relevant details the customer needed
to order correctly, but he failed to match the details in the listing
to his applicationAs our Policies
page explains, shipping charges are not refundable unless the
return is due to our mistakeThe customer can return the part for a
refund of the part cost; no shipping charges will be refundedWe do
offer the type of compressor he needs (H12A1AH4DX) also listed under
his vehicle online, so if he'd like he can place a new order for the
correct compressor for his vehicle
We're sorry this customer's order was
delayed due to snow/ice stormsThere is currently a
FedEx express service disruption due to weather and many shipments
across the country have been affected, including this customer'sAs the Returns
section of our Polices page explains, shipping
charges
are not refundable unless the return is due to our mistake
FedEx does not issue refunds for delays caused by local or
national weather conditions (“acts of God”), so shipments delayed
due to the storm are not eligible for a refund or credit under their
money-back guarantee policySince we provided the service we
promised by shipping the customer's order on time and the delay is
out of RockAuto's or FedEx's control, no refund will be issued
As our FAQ
page explains, the side is determined as if you are sitting in
the vehicleWe also include an image to help customers order
correctlyWe're sorry if the customer was confused, but he ordered
and we shipped him the passenger side part
When he returned the part he did
not
return it in a shipping box as #in our return instructions asks
customers to do: “Put the part boxes in a shipping box - returns
sent in just the manufacturer's packaging may not be refundable if
the original box is damaged in shipping.” If the box used to
ship it to the customer was too large, the customer could have used
another shipping boxThe manufacture's box can not be resold due to
USPS labels covering the manufacture's part information on the box,
so the customer can either have the part returned to him at his
expense or we can dispose of the partSince the customer ordered
incorrectly and then did not follow our return instructions, no
refund will be issued for this partIf the customer needs another
part, he can place a new order for the part through the site
After researching this further with reliable sources outside the
manufacturer of this product, we can thankfully confirm that the data
for multiple aftermarket manufacturers requires updating to reflect
the fact that TD98U and TD80U are actually one and the same, meaning
the distributor the customer purchased should have been compatible in
his vehicleSince it failed under warranty, it is subject to regular
warranty termsFrom the information we gathered, Honda started the
separation between 98U and 80U due to an unrelated issue, but later
recombined them (thus the discontinued 98U) and didn't notify
aftermarket manufactures until very recently resulting in inaccurate
data being presented
We apologize to this customer for the frustration he has experienced
Considering the circumstances surrounding this order, we feel a
warranty exception is appropriateWe have emailed a prepaid FedEx
return label for the customer to return the distributor for a full
refund (all shipping included), as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
RockAuto does not seem to understand consumers have no
interest in hearing about policies and procedure other retailers have in place
We have no concern for loop holes that provide them with a sense for not
being responsibleThe bottom line is; RockAuto
sold me a defective partThis part leaked power steering fluid all over
my engine ruining both my alternator & power steering beltsI had to pay
my mechanic twice for installing the defective RockAuto part and then again to
install the replacement partIt is not unreasonable to ask RockAuto to credit
my credit card for the purchase price of the defective partThe longer this
goes on the angrier I’m getting We are
now well into the principal of the matter and I will continue to pursue this
issue until I have my refund. When I do,
I go my way and RockAuto can go theirs. Regards,
*** ***
Like other retailers of branded products, RockAuto does not offer any product warranty of our own--we honor the warranty provided by the manufacturer of the productAs our Policies page explains, warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expensesBy offering store credit upon return of the defective part, we offered a one-time exception in an attempt to allow the customer the option of replacing the pump locally and purchasing other parts he may need.Since this offer was declined, the customer can still replace the part under the regular part-for-part replacement warrantyTo do so, he can use the return instructions we emailed him(Alternatively, he can place a new order for the SAME part number and brand, then set up a Defective return on the NEW order number using the Order Status and Returns link and return the old part for a refund on the new orderAlthough manufacturers' warranties do not cover shipping costs, RockAuto will refund up to the cost of outbound Ground shipping costs for the same part on the new order.) No alternative refund will be issued
First, we
apologize that the customer did not receive responses from our
representativesThe situation had already been addressed, but
apologize that he did not receive callbacks
When this
customer reported a problem with his converter, we explained that
with the information he provided
we could not guarantee it would be
covered under the manufacture's warrantyWe explained that typically
catalytic converters are only covered if there is a structural
problemIf it failed due to another problem in the vehicle, it
wouldn't be covered by warranty
The customer ordered a new
converter, then contacted us for warranty return instructions for the
old oneThe customer returned the old converterThe manufacturer
found that the substrate had broken apart internally with signs of
heavy ash, which indicates a problem outside the converter (such as
over-heating, an emissions issue) rather than a manufacturing defect
(Please see manufacturer's site for additional technical information
about this type of symptom* ***)
We informed the customer that since the converter was not faulty we
could not refund for it and we returned it to him at his request
The piece of paper the
customer included in his return did not need to be opened for the
manufacturer to inspect the partThe manufacturer uses a tool that
can be inserted into either end of the converter for an internal view
without need for cutting it apart, which is why the converter
returned to the customer after inspection was in one piece
Parts can quickly or slowly
deteriorate, so it is likely the new converter will eventually fail
as well if nothing else was replacedThe vehicle could have passed
emissions tests and not necessarily shown a check engine light if the
substrate was slowly deteriorating over several monthsWe can not
speak to the validity of a competitor's (like a dealership's) claims
but based on the manufacturer's inspection this was not a failure
caused by the converterSince the converter was not a defective
part, no refund will be issued
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me ALTHOUGH, ROCKAUTO had the part in their warehouse the whole timeCustomer service are liars and can not make a simple phone call to their warehouse to see that the part WAS THERE, the whole time$PART, I PAY FOR SHIP LABEL -AND WIND UP GETTING BACKTRUE THIEVES here in my book.THEY WOULD HAVE STOLEN from me had I not raised a complaintThieves they are in my book, maggots for customer service
Regards,
*** ***
When
customers place orders through our website, we send them itemized
order confirmations within minutes of the order being placed which
show the parts ordered alongside their pricesThis customer's order
confirmation (see attachment) shows that he did not order and was not
charged for a
right/passenger's side headlamp assemblyThere was not
a “glitch” in this process - he only ordered and was charged for
one left/driver's side headlamp assembly: part number GM
The
customer is welcome to purchase the part he needs by placing a new
order through the websiteAs our Policies
page
explains, everything
we sell is returnable for full part cost credit within days
Shipping
charges are not refundable unless the return is due to our mistake
Since no mistake was made on our part (we shipped and charged for
exactly what the customer ordered), he is welcome to return any parts
he doesn't want for a refund of the parts' costShipping costs are
his responsibilityWe have emailed him the return instructions he
has requested for return
The customer ordered Wednesday evening using next business day
express shippingWe shipped his order Thursday, and under
circumstances it would have been delivered FridayDue to a blizzard
on Thursday that affected FedEx shipments, FedEx delivered this
customer's shipment as soon as
they were able - one business day late
on MondayAs we explained to the customer, since weather is not
something that is under anyone's control, no shipping cost refund
will be issuedHe is welcome to return the part under our day
return
policy
The customer spoke with a representative hired to make decisions like
these, and who explained the answer we provided would not change by
talking to another representativeWe could not cancel the order
since it had already shipped out and was in the carrier's hands
This
problem occurred within our day return policy, so we sent the
customer return instructions and a prepaid shipping label for a full
refund on the order
As our Policies
page explains, like other retailers of branded products RockAuto
does not offer any product warranty of our own--we
honor the warranty
provided by the manufacturer of the productWarranties offer only
replacement of the defective part with another part: no cash refunds
and no reimbursement of labor costs, shipping costs or other
expenses
We have contacted
the customer so we can help him attempt to submit a claim to the
manufacturerThe manufacturer will decide if they will honor a
claim
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
The
customer purchased a part with a core chargeAs our Policies
page states, shipping charges on cores aren't
refundableCores must be complete and rebuildable to receive credit
When the core return was received, there was a cut wire so the core
was unable to be rebuiltWe sent the
attached photo multiple times
upon request, clearly showing the cut wireWe offered multiple times
to send the unrebuildable core back to the customer, but she did not
respond to our requests so the core was disposed ofThe customer was
not charged return shipping (we absorbed this cost as a courtesy)No
refund will be issued for this core that can not be rebuilt
While the customer did not tell us about his change of address, we understand why he thought we would be aware of his address change due to more recent orders with usAs an exception and as the customer requested, we shipped him a new part
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
Mr
*** ordered brake calipers for a BMW 325iIn our catalog, we
offer two types of front calipers for this car, based on the different
original suppliers that BMW used on that model - ATE and GirlingHe
bought calipers meant to replace Girling calipers, but when he spoke to
our
representative he told us that his originals were made by ATEWe
are accepting a return of the part that turned out to be wrong for the
vehicle, and will refund him the cost of the part once we receive the
return
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.That's a lie when you order from them online as I did they don't ask anything about size they ask year make and model and engine size my truck is completely stock never had any problems order parts beforeI believe they were the wrong parts in the box and they don't want to admit that their wrong .
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***
We apologize for the late delivery due
to the carrier temporarily misplacing the shipmentWhen the customer
reported the problem to us, we contacted the carrier to locate the
packageAfter this complaint was submitted, the carrier confirmed
this is awaiting pickup at the customer's PO box, so
no reshipment is
requiredThe customer has been provided with all necessary
information to pick up his shipment
This
customer placed an order in the afternoon of Wednesday, February 4th
and tracking shows delivery Monday, February 9th
As our site explains during checkout, we ask for hours to process
and ship ordersWhen the customer checked out online, we showed a
“You should receive by” date of
Monday the 9th
when the business day express shipping method was chosenWe
printed the shipping label Wednesday afternoon but the express
shipments for that day had already gone out, so the order shipped
ThursdayTwo business days from the day of shipment (Thursday) is
Monday since weekends aren't considered business daysThe customer
received his order according to the shipping method he selectedIn
the future, we recommend reading the expected shipment date we
provide during checkout so the customer's expectations are in
accordance with the service he selects
As
our Policies page
explains, like other retailers of branded products,
RockAuto does not offer any product warranty of our own--we honor the
warranty provided by the manufacturer of the product
In
July 2013, this customer purchased a part covered by a month
manufacturer warrantyHe
contacted us about a problem in December
after the warranty had expired, so no refund or replacement will
be provided
We
monitor return patterns to ensure products with common problems are
removed from our online catalogThis is the first warranty issue
reported in our history with the product (sold over times), so we
do not have reason to believe there is a quality issue associated
with this part
While we can not account for and are not responsible for the accuracy of competitors' data,
the information on our website is correct for this part listingOur
part listing for the compressor the customer ordered specifies that
it is for *** compressors (as opposed to
H12A1AH4DX
compressors), but the customer indicated needed an H12A1AH4DX
compressor replacementAs we remind customers on our Help
page, it is important to read listings carefully to ensure they
match the applicationIn this case, the customer ordered incorrectly
for his vehicleWe provided the relevant details the customer needed
to order correctly, but he failed to match the details in the listing
to his applicationAs our Policies
page explains, shipping charges are not refundable unless the
return is due to our mistakeThe customer can return the part for a
refund of the part cost; no shipping charges will be refundedWe do
offer the type of compressor he needs (H12A1AH4DX) also listed under
his vehicle online, so if he'd like he can place a new order for the
correct compressor for his vehicle
I would like Rock Auto to exchange my mirror for a matching one
We're sorry this customer's order was
delayed due to snow/ice stormsThere is currently a
FedEx express service disruption due to weather and many shipments
across the country have been affected, including this customer'sAs the Returns
section of our Polices page explains, shipping
charges
are not refundable unless the return is due to our mistake
FedEx does not issue refunds for delays caused by local or
national weather conditions (“acts of God”), so shipments delayed
due to the storm are not eligible for a refund or credit under their
money-back guarantee policySince we provided the service we
promised by shipping the customer's order on time and the delay is
out of RockAuto's or FedEx's control, no refund will be issued
As our FAQ
page explains, the side is determined as if you are sitting in
the vehicleWe also include an image to help customers order
correctlyWe're sorry if the customer was confused, but he ordered
and we shipped him the passenger side part
When he returned the part he did
not
return it in a shipping box as #in our return instructions asks
customers to do: “Put the part boxes in a shipping box - returns
sent in just the manufacturer's packaging may not be refundable if
the original box is damaged in shipping.” If the box used to
ship it to the customer was too large, the customer could have used
another shipping boxThe manufacture's box can not be resold due to
USPS labels covering the manufacture's part information on the box,
so the customer can either have the part returned to him at his
expense or we can dispose of the partSince the customer ordered
incorrectly and then did not follow our return instructions, no
refund will be issued for this partIf the customer needs another
part, he can place a new order for the part through the site