Customer Service FAILURE
Please pardon me. I apologize, in advance, for any and all profanities which appear in this entry. Believe me, they are well and truly deserved.
A while back, the blower on the heating and air conditioning for my car went out. As I like to stay warm in the winter and cool in the summer (not to mention being able to melt the frost and ice off of my windshield), I consider getting it fixed to be of at least moderate importance. I had already tried a couple of things, but to no avail, so I was quite happy when Karyl’s father was able to diagnose the problem.
Her father is a pretty nice guy and an industrial mechanic. Thankfully, he’s also pretty good with cars, which are not exactly my strong suit. I can do a fair bit preventative maintenance and fix some problems (largely through the experience of having done them before with my own father), but a mechanic I’m not.
He even suggested a semi-local auto salvage yard where I could get the part pretty cheaply. He’d used them multiple times in the past and was generally pretty happy with the service, but hadn’t been there in a while.
Oh what a difference a little time makes.
Marshall’s Auto Parts, located in Circleville is indeed cheap. The materials cost of my part was a whopping $10. That, however, is where the happy portion of this story comes to a complete halt (at least until, I hope, we replace the heating and AC control unit so that it works properly).
The service was TERRIBLE.
They have a website where you can make sure they have the part in stock (which is kind of nice). Her father suggested I do what he had done in the past – go down, order the part, and then come back after it had been pulled. He even said we might be able to call ahead and order it before we left for there since they take credit cards.
The children at this business, however, are special and don’t like to play that way now.
I called and tried to order the part only to be informed that you have to order in person because it is “first come, first serve”. Dude, I’m offering to pay you in advance, so I *would* be first come. Take my money and give me my part.
No. And we’ve stopped pulling parts for the day. Try back next week. (It was over 2 hours until they closed for the day).
So I headed over early this afternoon, thinking that it wouldn’t be too busy in the middle of the day on a weekday. Wrong again.
Okay, most places like this are still pretty quick, so I wasn’t horribly concerned. (This is where you can openly call me an idiot. I know I did afterward.)
I finally get to order my part and get told there are 8 people in front of me, so I asked if it was alright if I left to get a couple of other things done while the part was in queue to be pulled.
No. You can’t leave. If you’re gone when we finally get to your part, and we ask if you’re there, we’ll throw your order in the trash (and he was being serious).
So, again, I offered to pay in advance, only to be refused, being told that the part had to be paid for only when it was handed to you. (Which is bullshit, but moving on)
Three hours later, they get my part. Let me repeat that. Three hours later. Three hours. *Three* HOURS later, I FINALLY get my TEN DOLLAR part for which I was not allowed to leave lest my order be tossed in the trash.
By this point I was LONG past the angry stage and, frankly (and, again, please pardon my language) I WAS PISSED OFF. Justifiably so, I think (as does Karyl's father). I was seriously ready to drag the smarmy little douche over the counter and then toss him back over, minus a few pieces (and it takes a LOT to get me to that point).
The part that takes the cake though? Toward the end of the time I had to spend there waiting for no good reason, I hear them getting phone calls about SHIPPING PARTS TO RESIDENTIAL CUSTOMERS IN OTHER PARTS OF THE COUNTRY.
Now, tell me WHY will they do THAT, yet they won’t let me pay IN ADVANCE and then just come and pick up the part? For crying out loud, I could have (and gladly WOULD have) ordered it and had it SHIPPED if for no other reason because it would have been cheaper than *my* cost of part + gas (to mention nothing of the amount of my time that you wasted and the meteoric rise in my blood pressure).
That was the point, dear readers, at which James nearly snapped and started killing people.
In closing, let me say this – if you ever need a part, do NOT consider Marshall’s Auto Parts unless you have them SHIP it. In fact, let me just shorten that to do NOT consider Marshall's Auto Parts.
And to the power tripping douchebags at Marshall’s, you have cost me a day of my life that I will never get back and went out of your way to make that day well and truly suck for no good reason (as you did to each and every one of your other customers that I saw that day). In return, I will do everything that I reasonably can to cost you business. You’ve earned at LEAST that much.
Current mood: Angry doesn’t even cover it
Current music: Soundgarden – Loud Love