This is the first time I have ever felt the need to write a note on a bad experience I had conducting business, Internet, phone or in person.

Since forums are a place to share information, knowledge and public awareness, I want to share an experience I had with a corvette parts supplier this evening.

I found a part on the Internet I was seeking with a company called Dr. Rebuild at http://docrebuild.com/dr-r-web/AAA-HOME.HTML the website has a few indifferent links on it referring to lawsuits and theft, ignoring this; I went to their contact link.

On that link it states that the 800 number is ONLY for placing orders, again I ignored the un-customer friendly language on that page and chalked it up to eccentricity on the owner’s part.

I called the 800 number, placed my order and inquired about have the parts sent express mail. I was told by the phone representative that she would have to get approval, she did and then offered ( sent via mail ) a 5 year old catalog that she stated had incorrect prices on it, I declined and the call was ended.

Four hours later I was called by the owner of the company who stated that I had the choice of either settling for regular mail or canceling the order!!!!

At first I thought this was a prank, due to the caller’s extreme rudeness and nature of the call. He stated that due to credit card fraud, first time buyers did not qualify for express delivery.

As a business professional servicing 350,000 customers with broadband internet and television customers, I would have never treated a customer in this fashion.

I must say that I intern was very rude to this owner by telling him to cancel the order and instructing him on what he can do with himself ….

Rick

I'd cancel for sure!

You must have talked to the Doc himself! I had a similar experience until I reminded him I had already spent a couple of grand on his products. He got a little nicer then, I agree they do need a few lessons in customer relations. The products are fine, but I've taken my business elsewhere too.

He did claim to be the owner, they need to keep him off the phones.

I an back now searching for for a Ignition key warning buzzer clip for my car.

Rick

Mavrick...
About a year ago, I called Dr. Rebuild, and ordered a heater core seal kit. I needed it in a hurry, and made sure they understood that I needed this in a hurry.

Two weeks later, I called them again, and asked them where the hell my order was. A very non caring man on the line said it was going to be shipped "this week". When I asked him what was the cause for the delay, he answered back with "We're busy."

Well, i promised them that I wouldn't be a cause of them being busy in the future. I'll always go with the guys that go the extra step for the customer.

I had the pleasure of meeting Brian from Bairs Corvette Supply last year at Carlisle. I bought a boat load of parts from him, and we even traded stories about corvettes. I needed to order a part a few months later, so I decided to call Bairs. Brian answered the phone, and even remembered me. He also remembered the fact that I was overcharged at Carlisle. It wasn't much, but he was very honest. He even threw an extra percentage in with my "rebate" just "for my troubles" as Brian called it.

I will never have a bad thing to say about Bairs Corvette, and I will gladly do business with them in the future, even if their part is more expensive than the others, which it normally isn't.

Later

Yes, the "Doc" (Geoffrey) can be a little abrasive, but he has the hard to find stuff. Usually when you play by his rules things go along just fine. He has even been known to "blacklist" some of his customers who he has had confrontations with and refuses to do business with them. Can't blame him on the catalog either. The cost of updating and printing these things is very costly, but yet even an old catalog is a great source of reference. He has illustrations in there you won't find anywhere else. This guy has probably forgot more about Corvettes then most people will ever know, and I believe he drew most of those illustrations himself. I would rather have his old catalog then 4 or more per year from certain suppliers who will go un-named. I do understand where you are coming from though, and you should do business with the people you feel comfortable with.

I just ordered from the Dr. yesterday because he was the only one I could find that had the vacuum controller for the heater fuction controller. My problem is that there internet site listed the price as $12, and it is now $19.90. I know catalogs are expensive to print but they could at least update the web site once in awile. The site also failed to mention that credit card orders have to be at least $20.

I guess I was one fo the lucky ones to get a smooth transaction with them. I just ordered a seal kit for around the fan shroud and radiator cushions, everything was cool.
Sarge

The good ole Doc reminds me of the Soup Nazi on Sienfeld...he has a good product....he knows it...and takes no shoot from anyone.
Play by his rules....stand in line until he calls, have your order ready....don't call the 800 number to ask questions....and everything is great.

|UPDATED|4/3/2004 1:23:21 PM (AZT)|/UPDATED|

That is a great analogy the DR and the Soup Nazi. I have ordered from the Dr on many occassions and even had the pleasure to visit his warehouse in Bridgeport,CT or there abouts.

The good Dr retired several years ago and his able staff usually are more pleasant as long as you play by the rules. I also found it a little annoying when the parts I ordered arrived at a slightly higher price than I saw in the catalog but they were correct looking, fit properly, and where of good quality. Three out of four ain't bad.

There is nothing worse than ordering a part from a catalog and then getting a piece of crap that only vaguely resembles the original part and then doesn't fit properly. Sometimes it is worth it to put up with a little to get what you need.