Customer Service Question...

[decepticon]

Has anyone ordered anything from Group 5 Motorsport's website? I ordered a suspension kit from them and have heard NOTHING. The last few e-mails have gone unanswered, the last one I got said the kit was backordered 3-4 weeks and did I want to cancel or continue the order. I continued the order (3 wks ago) and three days ago I received a tracking number that doesn't work.

My e-mails continue to be ignored and UPS says that all they received from Group 5 was billing info, enough to provide a tracking number. I have several friends who run watercooled VW's that have had great luck with Group 5 but I feel I'm being hammered to the wall here. If ANYONE else on [FJ] has had a similar experience with this website, please let me know.

[Focusfre4k]

give it a week.

[BUR_ZX3]

I've had stuff shipped via UPS that was delivered before the info was updated.

[Johnny_P]

tracking numbers make people go insane.... half the time they don't work until the damn thing arrives at your house. or they just don't get activated until the thing leaves the warehouse...

[Queen Jade]

The fact that a tracking number was issued and no scan after the fact would worry me. If there is a tracking number and it reads "Billing Info Received"...it means that they issued a label on the box, but UPS doesn't know for what since there was no arrival scan after it was picked up.

I would call the company that you purchased the suspension kit from and ask them about the bunk tracking number. If they say they don't have it and there is no arrival scan, I'm not sure that UPS can even put a tracer on the package to locate it. UPS will insure it for the first $100 automatically if it is their fault that the package was lost, unless the shipper paid for extra insurance to cover the item completely in the event it was lost or severely damaged beyond repair.

If they give you the runaround and tell you to call UPS, let them know that there is no arrival scan so UPS doesn't even know about the box to begin with. You could file a claim, but again, if they didn't purchase additional insurance for the box, it will only cover the first $100 including shipping.

[decepticon]

Got an e-mail from them today, said that they were looking into the situation. Apparently, for some reason, their info shows my suspension kit being shipped back to the manufacturer instead of to my address. The tone of the message was very apologetic and they have promised to correct the situation as soon as possible and get my new parts to me. So I guess we shall see. Thanks, guys! I will keep you all posted.

[Queen Jade]

This would be a good bargaining chip to ask for free shipping. If you were my customer, I would do it in a heartbeat.

[MattZTS]

^me too, but unfortunatly people arent like us.

[decepticon]

Okay...got another e-mail. The driver apparently scanned my package (that sounds kinda dirty) and then set it aside to load it last due to its weight. He got distracted and forgot to load my suspension and drove off without it, leaving it on the loading dock. An employee at the manufacturer set the kit inside the warehouse door thinking it would go out on the next truck but he failed to tell anybody it was there. A case of SEP (Someone Else's Problem) then developed for two days. The company is now preparing to "expedite delivery" to my address. So HOPEFULLY problem solved. Again, we shall see.

[Queen Jade]

Well at least they found the package. Makes sense that there was no arrival scan at the sorting facility...it never made it there!

You will probably be charged ground shipping, but they better not charge you for air. That air freight, if the box is as heavy as they say, will be super expensive.

Anyhow, hope you get your stuff in good order and soon.

[decepticon]

Well I received my suspension kit today, after waiting a few more days than I had planned. Upon hearing of my unusual situation, the owner of Group 5 Motorsports took it upon himself to get the bottom of the shipping snafu. I can not WAIT to install this! A big thanks to Troy and the guys at Group 5 Motorsports. You can't beat an ST SportTech Suspension Kit SHIPPED for under $250.00!!