RockAuto

Review: In November 2014, I purchased a distributor from Rockauto.com for my 1997 Honda Civic (part DST17420; order #[redacted]). The distributor initially worked fine, but then I began to have intermittent problems with spark plug misfires, as verified by checking the engine codes. After five of these misfires in as many months, I replaced the spark plugs and wires, thinking they might be at issue. The problem still persisted, however, and I contacted Rockauto.com to inquire about their return policy, as the item has a 12-month warranty. They initially asked me about my original distributor's ID tag, which I did not know, and they said they could not proceed without the ID. I contacted my local Honda dealer and, using my VIN, determined that the ID tag was TD-98U. I relayed this information to Rockauto.com and they said they were unable to proceed with the warranty as the purchased part was for ID TD-80U. I again contacted my Honda dealer to inquire about the part. The answer I received was the the original part TD-98U was discontinued and that the alternative part TD-80U was its compatible replacement. I confirmed this as well with Honda Motor Company. According to the dealer and the car company itself, then, my original purchase should have been compatible with my car, and any issues would have been related to the part performance, not compatibility. When I brought this to Rockauto.com's attention, I was met with flat refusal to entertain the idea that TD-80U is compatible for the TD-98U part and subjected to all sorts of verbal wrangling meant to absolve them from any responsibility for the part's performance. When I pointed out that absolutely none of their available parts were for ID TD-98U but only TD-80U (which is easily understood, given the discontinued part), they still would not admit that there was a chance of compatibility. The representative even threatened to hang up the phone when I told him that he was not listening to me.

During subsequent research about the part, I discovered that inputting my car's specific information (1997 Honda Civic DX, 1.6L MFI SOHC D16Y7 engine) resulted in a match for the TD-80U distributor on virtually every auto parts website. I give the following from AutoZone as an example:

http://www.autozone.com/external-engine/distributor/honda/civic/1997/4-cylinders...⇄ />
The compatibility was also confirmed with my local NAPA auto parts store. Essentially, if I would have sought a new distributor from any auto parts supplier, they would have directed me to the TD-80U as a replacement. Rockauto.com's refusal to admit that the part is compatible, then, is dishonest and simply a means to avoid honoring the manufacturer's warranty.

As I am unable to have recourse to Rockauto.com's warranty service to replace this suspect part, I am resorting to a claim through the Revdex.com. Ideally, I would like to return the part for a refund, as I do not wish to engage myself further to Rockauto.com or the distributor's manufacturer.Desired Settlement: Rockauto.com should honor their warranty for the part and issue a refund in exchange for the part's return.

Business

Response:

The part this customer purchased from us is listed for vehicles with

an original distributor ID number TD-80U. The customer's vehicle

requires a distributor that matches ID number TD-98U, so he ordered a

part for an application we did not advertise the part for. Including

descriptions of different parts from different manufacturers does not

change the fact that this customer did not order according to the

part description we offered in this listing. While we can not speak

to the accuracy of competitors' data, we have confirmed the

information in our part listing is correct. The part is now damaged

and cannot be resold, even if it were returned to us. Since we

shipped what the customer incorrectly ordered, this part can not be

returned for warranty refund or replacement.

Business

Response:

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 vehicle. Since it failed under warranty, it is subject to regular

warranty terms. From 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 appropriate. We have emailed a prepaid FedEx

return label for the customer to return the distributor for a full

refund (all shipping included), as requested.

Consumer

Response:

What a pleasant buying experience with your company. It's hard to find a company that stands by their products like Rock Auto. The shipping was extremely fast and the products were exactly as described. I will most certainly be doing business with Rock Auto any time I need replacement parts for my vehicles.

The Rock Auto website lists a Bosch O2 sensor P/N 13806, which crosses to a Porsche P/N 986 606 126 01. as fitting (among others), a 2001 Boxster. This is incorrect, it is applicable only to pre-2000 Boxsters sold in the US. This was verified both by Bosch and several Porsche dealers. I bought one from Rock Auto last year, but then found I didn't need it then, so I put it on the shelf (in its original sealed, unopened shipping box) for future use. Now I need one, and find out it's wrong. My packing lists clearly has 2001 PORSCHE BOXSTER 3.2L H6 printed on it. Rock Auto will do nothing for me, citing their 30 day return policy. Since it is their (ongoing) mistake, and since the part in hand is clearly resellable, I feel an honorable business would own up to it and make the customer whole, but no - no refund, even partial, no credit toward new purchases ( which I am ready to make). When I told the manager that he should correct the website, and he said he would check into it, but regardless of what he found out, his refusal to help me would stand.

Have been using them for years without a single bad experience

I am going to have to file a small claims with this company because of the lack of help, poor customer service I received and for this company selling me a product that wasn't represented properly on the website. I talked to 3 different people who refused to give me a full refund with the shipping included which was 100$. I am prepared to file this as a small claims to get my shipping costs back, and then some. This is not a threat or blackmail, this is a promise to take legal action.

RockAuto is consistently delivering on prices and service - first rate.

great prices, easy to navigate website, quality parts that FIT

Just an exceptional transaction.

I highly recommend Rock Auto LLC. The garage I work for has done business with them for some time now and they always have the parts we need, the prices are fair, and parts always arrive on time.

Ordered a Stant 10241 radiator cap.Got a chinese piece of junk that was not even close to a fit.

The worst customer service I have ever dealt with.

Excellent experiences. Parts always arrive on time and as ordered. Return/exchange process, which I have seldom used, is fast and easy.
Especially nice is that the phone personnel are very knowledgeable and willing to help.

Great price on new fuel injectors. Purchased 5 injectors for less than 1 would cost at dealer. This is my third order with RockAuto and all have been as ordered. One return for a part I did not need went well also. I will recommend and use again when necessary.

Very rude in customer service not very helpful

Rock Auto has always been a great company to work with. They are accurate on orders, fast with shipping and their customer service is fantastic! They are the only place that I will buy parts from.

I have used RockAuto.com o order parts for a 2002 Dodge Grand Caravan my daughter was using,the parts were of the highest quality and exact fit for the vehicle.

Good selection of parts. A lot easier than ordering from a local store since they
rarely have in stock what I need anyway.

Easy to find what I need.

I ordered stabilizer bar links and prior to ordering was advised that there was two to the kit. When the order arrived there was only one and when I emailed RockAuto, I was contacted by phone and advised that another one would be sent out at no additional charge.

Rockauto rocks! I order my parts early afternoon and got it the next morning. Did select the cheapest shipping method (ground shipping) Also Cheaper than anyone else, when looking for parts. Thanks Rockauto for making me happy!

Excellent , prompt and seamless transaction. The prices are unbeatable.