To clarify, I pre-purchased parts to perform a tune up that included the distributor cap and rotor kit. When performing the tune up and removing the original distributor from the car I discovered the lower end of the distributor also needed to be replaced, since I already purchased the cap and rotor I ordered just the lower end of the dist. from rockauto not the complete unit. When it arrived ( a week later-it ships from an outside warehouse and I was aware of that )I installed it as a complete distributor and it failed. I could not wait another week and purchased a complete unit from a local vendor. In contacting rockauto they did agree to refund for the lower section of the distributor but since I installed the upper cap and rotor it was not refundable??? This is not a normal dist. it is called an optispark and it goes in the car as one unit. How was I to know it was defective if it wasn't installed??? Their refusal to reimburse or give credit for a part already installed is Rockauto POLICY according to their reps. I did include the cap and rotor when returning the lower section of the distributor in hopes of reasoning with someone in customer service, but the only response was rockauto policies not customer service. After being a return customer I thought we could come to some kind of agreement. The only choice I was given was to have the warehouse dispose if it or pay for return shipment. So I paid the shipping charges again to have a $250 defective part returned to me that I am supposed to sell to someone else. I guess I am supposed to ignore moral values as they do. I also see the rockauto policies are not satisfied customers but to sell parts period.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This was RockAuto's response:
"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. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses. This particular manufacturer (ÜRO) does not consider labor claims, so we offered either a part replacement or refund. Per the customer's request have refunded him for this part."
I never inquired about RockAuto's warranty policies in regard to the defective radiator fan control module they sold me (in review, the part caught on fire and damaged both my automobile and my hand.) I NEVER asked them to reimburse me for "labor costs, shipping costs or other expenses." That is a complete fabrication on their part. What I asked them to do is to offer me a solution for repairing the damage caused to my automobile by their willful neglect in selling me a defective fan module that set my pregnant wife's car on fire. All I want from them is a replacement wiring harness. They SHOULD be paying for a mechanic to install it, but I'm not even asking them for that. Much as I should be pursuing a personal injury claim for the hole burned in the back of my left hand when the flaming module shorted the vehicle's ignition and I had to yank the wires with my bare hands, but don't have the time or energy to further waste on this nonsense. All I am asking for is the harness they melted, and over that, they are willing to throw away 5 years of loyal business from me, any future business from me, and the many, many positive word-of-mouth referrals I've given them over the years. Their handling of this matter is unethical and illogical to the point of absurdity.
Regards,
[redacted]
This customer purchased 4 calipers and
a Rotor and Brake Pad Kit. When he reported the calipers were
problematic, we provided return instructions and offered to cover all
shipping costs for the bad parts. He did not report any specific
problems with the Rotor and Brake Pad Kit. As our...
Policies
page explains, shipping charges are not refundable unless the return
is due to our mistake. If he decides he doesn't want the kit, we
don't mind taking it back but he is responsible for the shipping cost
of the kit.
To clarify, I pre-purchased parts to perform a tune up that included the distributor cap and rotor kit. When performing the tune up and removing the original distributor from the car I discovered the lower end of the distributor also needed to be replaced, since I already purchased the cap and rotor I ordered just the lower end of the dist. from rockauto not the complete unit. When it arrived ( a week later-it ships from an outside warehouse and I was aware of that )I installed it as a complete distributor and it failed. I could not wait another week and purchased a complete unit from a local vendor. In contacting rockauto they did agree to refund for the lower section of the distributor but since I installed the upper cap and rotor it was not refundable??? This is not a normal dist. it is called an optispark and it goes in the car as one unit. How was I to know it was defective if it wasn't installed??? Their refusal to reimburse or give credit for a part already installed is Rockauto POLICY according to their reps. I did include the cap and rotor when returning the lower section of the distributor in hopes of reasoning with someone in customer service, but the only response was rockauto policies not customer service. After being a return customer I thought we could come to some kind of agreement. The only choice I was given was to have the warehouse dispose if it or pay for return shipment. So I paid the shipping charges again to have a $250 defective part returned to me that I am supposed to sell to someone else. I guess I am supposed to ignore moral values as they do. I also see the rockauto policies are not satisfied customers but to sell parts period.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
This was RockAuto's response:
"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. Warranties offer only replacement of the defective part with another part: no cash refunds and no reimbursement of labor costs, shipping costs or other expenses. This particular manufacturer (ÜRO) does not consider labor claims, so we offered either a part replacement or refund. Per the customer's request have refunded him for this part."
I never inquired about RockAuto's warranty policies in regard to the defective radiator fan control module they sold me (in review, the part caught on fire and damaged both my automobile and my hand.) I NEVER asked them to reimburse me for "labor costs, shipping costs or other expenses." That is a complete fabrication on their part. What I asked them to do is to offer me a solution for repairing the damage caused to my automobile by their willful neglect in selling me a defective fan module that set my pregnant wife's car on fire. All I want from them is a replacement wiring harness. They SHOULD be paying for a mechanic to install it, but I'm not even asking them for that. Much as I should be pursuing a personal injury claim for the hole burned in the back of my left hand when the flaming module shorted the vehicle's ignition and I had to yank the wires with my bare hands, but don't have the time or energy to further waste on this nonsense. All I am asking for is the harness they melted, and over that, they are willing to throw away 5 years of loyal business from me, any future business from me, and the many, many positive word-of-mouth referrals I've given them over the years. Their handling of this matter is unethical and illogical to the point of absurdity.
Regards,
[redacted]
This customer purchased 4 calipers and
a Rotor and Brake Pad Kit. When he reported the calipers were
problematic, we provided return instructions and offered to cover all
shipping costs for the bad parts. He did not report any specific
problems with the Rotor and Brake Pad Kit. As our...
Policies
page explains, shipping charges are not refundable unless the return
is due to our mistake. If he decides he doesn't want the kit, we
don't mind taking it back but he is responsible for the shipping cost
of the kit.