Ive been trying to get ahold of them for the past two weeks. Leaving message on the machine etc. No reply yet..... I need to order a
Fuel filter housing for a F350 powerstroke 1996
powerstrokeshop
if you want a better numer call 1-800-234-3455
ask for parts, then chris
they are busy and this is about the only way to bypass the answering machine
its Wabash Ford in Indy
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Robert AKA# 12225
2006 Lariat "TOW BOSS"
Mods So far: Stopped counting
2002 F350 Larait Crew Cab Dually , (sold 65k Miles)
1992 F250 HD 4x4 Super cab 7.3 IDI W/banks(Sold 118k miles)
1988 F150 Short bed 4x4 (sold 45k miles)
Feel the Force of TDS
I spoke to the parts counter person who said Chris (Emmons?)was the ONLY person who handles internet sales...then he said "I see Chirs, hang on..." but after several minutes no one came to the phone and I was transferred to Ray Schober's answering machine. I left my name, phone#, order#, and, once again, described the damage to the AIS filter housing and shipping box... An hour or so later Ray called me and asked for details...when I said it was an internet order, he said Chris is the ONLY person that handles internet sales, but wait..."I see Chris," hang on... A few minutes later (no one came to the phone), I was transferred back to Ray's answering machine...where I left ANOTHER message to please have Chris call or email me to resolve the problem. I've also logged on to their web site and sent two "contact us" messages which have not been replied to yet, and their regular email doesn't work either - all email (from 3 different computers) has been returned as user unknown.
It has been SIXTEEN (16) days since I first began trying to get this resolved and I have never received any contact from Chris (I have an answering machine too and he has not left any messages). I have no idea if they reported the damage to UPS as I requested over two weeks ago. I even have digital photos of the damaged box and part - does anyone know of anyone at Wabash Ford with a WORKING email account who would be interested in helping to resolve this issue? PLEASE??
Ed
Would it help if I uploaded the pictures to a site and posted a link or would that be considered taboo at this point? Keep in mind that I'm NOT trying to attack anyone, I just NEED the serviceable AIS that I paid for and the AIS housing I received is not useable.
Ed
UPDATE:
I called the Wabash Ford parts department again today and asked for Chris - he was on the other line so I was put on hold...parts picked up every few minutes to tell me Chris was still on the other phone but I continued to hold and eventually Chris was free to answer. He was very courteous, professional, and apologized for the delay. It looks like we may have worked out a solution to the problem and as long as UPS doesn't crush the next one, I should have a good AIS installed soon.
Chris is undoubtedly working his tail off since Dale moved on and my situation may have been an issue of "growing pains" due to limited staff, complicated by the holiday. As I said before, the part was delivered very soon after I ordered it, and if UPS hadn't crushed the box and damaged the AIS housing, we both would have a few less gray hairs (if Chris doesn't have any by now I'd be amazed - lol).
I'm not a business consultant but it seems like their shipping department should step up and handle these issues of damaged goods and not put it back on the parts/sales folks. Afterall, wouldn't they be the experts on tracking parts, filing claims with UPS, receiving bad parts back, etc.?
Anyway, I'll keep this thread updated and let you know how the installation goes next week. Would anyone want digital pictures of the install process on a 2001 PSD? Oh, and what about that foam sleeve fender mod thing - worthwhile? Source?
Thanks for listening...
Ed
[ QUOTE ]
UPDATE:
I called the Wabash Ford parts department again today and asked for Chris - he was on the other line so I was put on hold...parts picked up every few minutes to tell me Chris was still on the other phone but I continued to hold and eventually Chris was free to answer. He was very courteous, professional, and apologized for the delay. It looks like we may have worked out a solution to the problem and as long as UPS doesn't crush the next one, I should have a good AIS installed soon.
Chris is undoubtedly working his tail off since Dale moved on and my situation may have been an issue of "growing pains" due to limited staff, complicated by the holiday. As I said before, the part was delivered very soon after I ordered it, and if UPS hadn't crushed the box and damaged the AIS housing, we both would have a few less gray hairs (if Chris doesn't have any by now I'd be amazed - lol).
I'm not a business consultant but it seems like their shipping department should step up and handle these issues of damaged goods and not put it back on the parts/sales folks. Afterall, wouldn't they be the experts on tracking parts, filing claims with UPS, receiving bad parts back, etc.?
Anyway, I'll keep this thread updated and let you know how the installation goes next week. Would anyone want digital pictures of the install process on a 2001 PSD? Oh, and what about that foam sleeve fender mod thing - worthwhile? Source?
Thanks for listening...
Ed
FOMOGO, Thanks for the info - I bookmarked it for future use (too impatient to wait for it right now).
Paul B, I have the install pictures on my computer and will post a link as soon as I figure out where & how to get them all uploaded. I think they're too big for the TDS photo section, but I'll try that first. It was an easy install with good directions. The hardest part for me was getting the original plastic battery cover off and also connecting the new intake snorkel to the new main housing because it was about 38F degrees and the plastic was pretty firm!
And I'd also like to thank Chris Emmons at Powerstrokeshop.com for getting the replacement AIS out to me earlier this week. UPS beat this box up worse than the last one but the extra bubble wrap worked.
Don't hold your breath waiting for a answer. I have e-mailed them 3 times over 3 weeks. One was returned as unknown, other 2 ???
I gave up and paid more at a local dealer, at least someone there acknowledges your existance. I don't usually post negative posts,
BUT I work at a dealer and if I gave this kind of attention to my customers I would be out of a job.
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2000 F250xlt ext cab short bed, 6 spd, 4x4,SBC ofe, heated TT mirrors ,Isspro gauges, 4" magnaflow XL exhaust,TS 6 pos chip ,Dieselsite boost regulator ,Wicked Wheel,AFE stage 1 Pro guard 7, shimmed fuel regulator@ 65 psi , 203 t-stat,coolant shut off valve. kenwood / JBL system with JL stealthbox. more to come!!
2006 Yamaha FJR1300AE
2002 kawasaki KLR 650
I also had e-mailed a few times and recently got a nice response and apology from Chris at Powerstroke shop. The hub replacement links were missing and are now back in place.
garyT
[ QUOTE ]
Don't hold your breath waiting for a answer. I have e-mailed them 3 times over 3 weeks. One was returned as unknown, other 2 ???
I gave up and paid more at a local dealer, at least someone there acknowledges your existance. I don't usually post negative posts,
BUT I work at a dealer and if I gave this kind of attention to my customers I would be out of a job.
[/ QUOTE ]
You've got to understand, back in the day Dale Lakin started the online portion of the store. I, along with a few others, gave him a small hand in finding out what to offer and what people were paying for different parts. Since then the internet portion took off like crazy. At that point Chris came in to help out. Dale left the company a few months ago leaving Chris to run everything. Not only is he on the phone constantly his email box is overflowing. Plus he's having to deal with alot of the other every day parts stuff that goes with a large OTR/Ford dealer plus having to deal with the shipping department too. He's getting pulled in 7 different directions, so I wouldn't exactly call it bad customer service, I'd just call it too many irons in the fire. Every time I've stopped in the store his phone is ringing off the hook. Unfortunetly he's had trouble getting extra help from what he was saying the last time I talked with him. Its funny how alot of people are so willing to jump on the bad service bandwagon without even knowing the whole situation. I've known Chris personally for 6 years and Dale for 4 years, long before powerstrokeshop ever existed. Bad customer service with either of these 2 can't be farther from the truth. Anyways, if your emails never got answered you never thought to pick up a phone and call? Thats always the best bet.
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Early 99 F250 PSD XLT, Ext cab Short box 4x4
Engine mods: CCV reroute, DIY intake using Green filter, 4" SS MBRP downpipe, 4" straight pipe exhaust, DP Tuner stock/40/80/120 chip, ATS BB turbo on the way, FASS fuel system
Drivetrain mods: FTVB, Suncoast SD43 TC waiting to go in.
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Unfortunately he's had trouble getting extra help from what he was saying the last time I talked with him. Its funny how a lot of people are so willing to jump on the bad service bandwagon without even knowing the whole situation.
[/ QUOTE ]
With out jumping on the bandwagon, I will make a comment. If Chris is swamped, the dealer that he is working for should realize the potential the internet sales department will have and get the man some help. Poor customer service has many causes and this one seems to be caused by the typical source, POOR UPPER MANAGEMENT that is trying to save a few pennies while stepping over some big dollars.
When bean counters get involved in a department of a business with no knowledge of the whats and whys of that department, failure and poor customer service will most generally follow.
I have been highly satisfied with the site in question and others like it. It will grow and prosper but it seems like upper management needs to get their blinders off and let the man run his department and service his customers.
Jim
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2001, F250 4x4, CC, Auto; Mobil 1 in transfer case&Trans.; Frantz Bypass Filter; "Hutch" fuel mods; Sonnax/Tricum mod; 4" Exhaust, 30" MagnaFlow; Attitude in A-Pillar and tranny gauge in Dash; AIS; EASE Diagnostics; Reese Slider Hitch; Fr Rotors, Cryo Treated&Slotted by ART.
I, for one, found that you ran powerstroke.com with deft skill, dogged determination, and cheerful customer service, and was saddened by the news of your departure.
Chris is certainly learning quickly, and has never let me down, but, when you were there you had him as a helper. Now, he doesn't have a helper. [img]/ubbthreads/images/graemlins/frown.gif[/img]
I interpret this to mean that this business is not all that important to upper management. [img]/ubbthreads/images/graemlins/blush.gif[/img]
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