Motorcraft parts or after market?
- Thread starter oldpaddy
- Start date
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JExpedition07
That One Member
My local NAPA is great, the guys behind the counter actually help and aren’t brain dead key punchers like most auto store folks. Honestly my ford dealer isn’t much more expensive than NAPA if not often times cheaper with the discounts.
ManUpOrShutUp
Full Access Members
It's a little of both. The local store is the only one I have ever have issues with, but it's the one I deal with 95% of the time because it's literally 1 mile from my house. If there's ever a problem, they are willing to do absolutely nothing to resolve it. The first issue was ~4 years ago. I had some NAPA wipers that blew into pieces on day 32. They had a 30-day warranty. The local store told me too f'n bad. The nearest indy store said they couldn't touch it as the item was purchased from a corporate store. I went off to corporate who took my complaint and told me a regional manager would be in touch within 48 hours. The regional manager never did call, but after I called corporate several times in the weeks that followed, I finally got a call from the local store that corporate had instructed them to replace the wipers. I was a little sour over how much effort it took for something that Advance or Auto Zone would have resolved in 2 minutes, but it wasn't a huge deal. I purchased quite a few more items over the years, but had no issues with them so I had no reason to test their customer service again until last month. Long story short on that experience ... The store told me to stuff it again. I discovered corporate had blocked my number over the wiper complaint - my only complaint to NAPA in my 42 years on this planet. When I finally got ahold of them, I got the blowoff again. This time I went a step further and took it to the BBB. Even that didn't resolve it. This was all over a $16 purchase that, again, any other store would have resolved without hesitation for a regular customer. I'm 100% done with NAPA at this point.
Re: MrMan .... Just curious, were you patient respectful and "nice" with Nopa? Or were you angry flaming and loud? I bet it much closer to the former (nice). I have asked for and almost always gotten satisfaction with Customer Service complaints by being respectful but insistent and convincing. I have extensive experience with this. I find that the people are just that, people and do not respond well to angry yelling complaints. I'm not saying you did this. I'm travelling now and find just by chatting with front desk agents at hotels the ladies will bend over backwards for me and offer me upgrades and discounts I didn't even ask for.
Having said that ... Yeah it was a 30 day guarantee. Sometimes their hands are tied and they can't do anything and I gracefully accept that (under protest and not without asking 3 times) and tell them then if that's the case then they just lost my b'ness forever.
Having said that ... Yeah it was a 30 day guarantee. Sometimes their hands are tied and they can't do anything and I gracefully accept that (under protest and not without asking 3 times) and tell them then if that's the case then they just lost my b'ness forever.
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Trainmaster
Old School Member
Been screwed out of $10 and $35 more times than I can count here on Long Island. Nobody stands behind anything. Advance Auto: No return on electric parts, no refund on anything opened, no guarantee on normal wear and tear. Call corporate? Good luck with that unless you have hours to spend on runarounds. So that's why I go with OEM. But returns by mail are absurd for their own reasons. I got to get off this island and out of New York.
Advance Auto example. Bought alternator .. Installed ... Drove on long trip ... It was bad!!! Small shop in UP put in new one. I kept the bad one (giving up core charge). Took bad one back to my local Advance when I got home. They didn't want to do anything. Long story short, I was polite insistent and factual. I wasn't giving up and I wasn't leaving. Manager ended up giving me $250 gift card. b i n g o
Btw. Sorry you hate NY so much. I travel all over the US and love NY. Only other place I would move to so far is Whitefish Montana. THAT is a nice place! My guess is that you will hate anywhere you live?
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ManUpOrShutUp
Full Access Members
I was absolutely respectful and nice. I don't jump to nasty until I have had multiple failed attempts at nice and I would never be nasty with NAPA customer service as they have zero power to resolve the issue. It all lies on the regional/district manager, whom I have never even spoken to. In any case, my issue in both cases was with how it was handled rather than the end result. The customer isn't always going to get the result they were hoping for, but if you're honest with them and put forth a genuine effort to make things right, far more often than not they will accept it and you will keep their business. The local NAPA and their corporate overlords don't seem to understand this concept.
This is exactly how every Napa I have been in acts.
It doesn't matter because they exist like it is hometown 1965 but without taking car of oyu niceties.
No corporate take care or the customer mentality. No customer satisfaction.
The big corporate companies give the customer the benefit of the doubt even if they are losing a little money. Every Napa employee acts like it is their money and they can't pay their bills if they do one refund or warranty.
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