Response:
The customer called Masterson's Auto Parts in reference to a 1997 Ford F-150 4.2 engine. The customer was told by sales staff that the engine was know to have an issue at idle, (a rattle in the bottom end) as per the notations in the inventory-system used by sales staff. The customer...
was told, by sales, that the engine should be looked at and/or inspected prior to installing into a vehicle. The customer stated that she would talk with others about the engine and call sales back. The customer called back stating that the decision was made to purchase the engine. The customer came to the salvage yard and purchased the engine. Approximately 1 week passed from purchase date until the customer called to inform sales that the engine wasn't good. Unfortunately, it is unknown if the customer informed the installer of the known issues of the engine, so that the installer could visually inspect the engine for a defect that may result in the engine being unusable. Sales instructed the customer to return the engine for a refund. It is company policy that no labor reimbursement(s) be given per the notations at the top of the purchase invoice. It is unfortunate that the customer feels that she was mislead by sales, as we try to inform customers of any known issue(s) of parts prior to purchase. It is also unfortunate that the customer had to travel to obtain the engine, and do apologize for the inconvenience, however the customer was aware of the engine's issues and took a calculated risk with placing it in the vehicle without inspecting the engine for the cause of the noise heard from the engine.
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Response:
The customer called Masterson's Auto Parts in reference to a 1997 Ford F-150 4.2 engine. The customer was told by sales staff that the engine was know to have an issue at idle, (a rattle in the bottom end) as per the notations in the inventory-system used by sales staff. The customer...
was told, by sales, that the engine should be looked at and/or inspected prior to installing into a vehicle. The customer stated that she would talk with others about the engine and call sales back. The customer called back stating that the decision was made to purchase the engine. The customer came to the salvage yard and purchased the engine. Approximately 1 week passed from purchase date until the customer called to inform sales that the engine wasn't good. Unfortunately, it is unknown if the customer informed the installer of the known issues of the engine, so that the installer could visually inspect the engine for a defect that may result in the engine being unusable. Sales instructed the customer to return the engine for a refund. It is company policy that no labor reimbursement(s) be given per the notations at the top of the purchase invoice. It is unfortunate that the customer feels that she was mislead by sales, as we try to inform customers of any known issue(s) of parts prior to purchase. It is also unfortunate that the customer had to travel to obtain the engine, and do apologize for the inconvenience, however the customer was aware of the engine's issues and took a calculated risk with placing it in the vehicle without inspecting the engine for the cause of the noise heard from the engine.
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