Neighbors
06-11-2002, 10:37 AM
A few of you may recall the incident a month or so ago where ordered a couple of T5 rebuild kits from NDT only to find them less than what I expected. I spoke with them on the phone, and sent them a decent 'love letter', and they still charegd me a 15% restocking fee. So, it cost me $50.50 to look at two incomplete kits...
I think my days of buying parts from NDT are over...
<hr>
Dear sirs:
I recently ordered a couple of rebuild kits from you, and returned them, unopened, with a copy of the invoice on RA # ATLRA1958MMA. Saturday, 8JUN02, I received the refund invoice in the mail, and am I bit disappointed, to say the least. NDT charged me a 15% restocking fee on these two kits; so now I'm out $22.50 for the 'restocking' fee, $18.00 for the shipping you charged me on the original shipment, and $10.00 to have the package returned to you by me (for a total of out of pocket amount of $50.50).
To say the least, I am irritated. As a repeat customer of yours, I expected a bit of courtesy and attention. The refund was legally late by five (5) days, as you have 30 days to complete the refund process; you received the package on April 29th at 1:05pm (USPS tracking number 03010120000551044187). Referring to the back of the credit invoice I received, your return policy is:
„h All returns subject to a 15% restocking fee.
„h We will accept the return of any part, provided it is unused, not damaged and returned with a copy of the invoice within 30 days.
„h If you are dissatisfied with a part, and want to return it, contact your salesman to obtain a RETURN AUTHORIZATION NUMBER (RA#).
„h You RA# must be marked on the outside of the returned package, or it will be refused.
„h No refunds or credits will be given after 30 days of purchase.
„h Missing or damaged parts should be reported within 2 days after delivery.
„h Please do not return goods to us C.O.D., they will be refused and sent back to you.
„h A 15% restock fee is charged on all parts and opened kits and returns without invoices.
„h No returns of special order items, No exceptions.
„h A call tag issued to pick up parts will be charged $10 if not NDT error.
„h No shipping and handling will be credited on return parts.
I will:
„h Turn this matter over to the Discover Card dispute center...
„h Discontinue my use of NDT products and services...
„h Relay this occurrence to the BBB...
„h And more importantly, the worldwide Mustang communities through public exposure of this instance...
This is a 'small-potatoes issue' that is based on principal, not monetary value. As a servant to the worldwide market of my business, I expect NDT to handle trivial matters such as this in a more professional manner (trivial to NDT, in terms of sales, but paramount to me in terms of integrity...).
Customer service and satisfaction are the pillars (keystones) of a successful business practice. NDT failed in both of these respects in this particular instance. In an age where 'word of mouth' can be presented to an audience of millions in a keystroke, I firmly believe NDT handled this transaction in an unfortunate and ultimately negative business-impacting, manner. I wish your employees well, as they have served me well for the most part, but will, alas, receive no more of my business, nor from anybody that has the willingness to listen to me...The $50.50 that I have lost will be lost by you one hundred fold; guaranteed...
Unfortunately yours, an ex-customer,
Chris Neighbors
<center>Original letter dated 17APR02:</center><hr>
To: National Drivetrain
1425 Trae Lane
Lithia Springs, Georgia 30122
(678)945-8960
From: Chris Neighbors
2213 Abingdon Road
Alvin, TX 77511-3902
(281)331-5223
Date: 17APR02
Subject: T5 rebuild kits (T5RW); monthly special¡K
Attn: Customer service
I recently ordered and received two T5RW kits, taking advantage of the April monthly special. I ¡¥thought¡¦ I had ordered similar kits as this before, and assumed from the description (and lack of other kits offered for the T5) that these kits were indeed the same.
I received the kits (2) on 17APR02, and upon opening the boxes, realized they were not complete kits as I expected, but bearing/seal kits only. Upon closer inspection, the roller thrust bearing (which is located between the input and mainshafts) packaged in the kit appears to be for a 4-cylinder application. I had ordered these kits in hopes of completing two of the four (4) T5¡¦s I have prior to running Fun Ford Weekend here in Houston (I race with several groups of people, and I am one of the few the group relies on for transmission work). As it stands, these kits will not fulfill my immediate needs¡K
I spoke with Matt this morning about obtaining a return authorization number. He and I discussed the details as relayed above, and went away to obtain the RA#. Upon return, he politely gave me the RA number, plus informed that a 15% restocking fee would be applied. According to my ¡¥Return Policy¡¦ insert from a prior order, ¡§A 15% restocking fee is charged on all parts and opened kits and returns without invoices.¡¨ I obviously intend to return these parts with an invoice (and have done so), but it was relayed to me the restocking fee will still be assessed.
Matt tried his best to bring the sale up to a palatable level to me by offering an upgrade of the RW kit to a T5RWMK kit (which I¡¦ve purchased before, but mysteriously is not listed now). After a few seconds, Matt returns and informs me the price of the RWMK kit is $178, so the difference is $103 per kit (an additional $206, in my case). This is not a viable option for me for two reasons:
1. The T5RWMK kits that I had previously purchased did not include the caged roller bearings the driven gears ride on, the synchro fingers, the finger springs, or the cluster rear bearing retainer. I had to order the bearings separate from a competitor for $8 each, bringing the total investment in the kit to $139 (but I was still forced to reuse some small hard parts¡K). The parts were not missing; simply not included¡K
2. D&D offers a complete 94-piece rebuild kit for $149. Several others and I have purchased these kits from them; they come complete without any shortages.
Bottom line: I am dissatisfied with these particular kits that I ordered from NDT. I would like to return them, and do not feel that I should be subject to the restocking fee (partially my fault, partially NDT¡¦s for the lack of clarity and understanding of what¡¦s included in the kit). I enjoy doing business with NDT, and as a whole I am very satisfied with the products and service received. In this instance, the kits do not satisfy my needs¡K
The assessment of the restocking fee is entirely up to NDT; we are talking about $22.50 (15% of $150 order¡K). I will tell you, however, that I rebuild on average three T5¡¦s a month (in my spare time), and make recommendations several times a month to potential customers all across the nation. I will not libel or slander NDT, but the results of this transaction will be relayed to a wide audience. As a hard-working group of individuals that seek efficiency and economy, I cannot wholeheartedly recommend businesses that offer products or services that are of lesser quality than your competitors. Thank you very much for the fine service and products from previous orders, and I look forward to doing business (even if in limited volume) with NDT in the future. If you have any questions or comments, please do not hesitate to call the number listed above, or contact me via email at caneighbors@hotmail.com¡K
Sincerely,
Chris Neighbors
Original Ad (from NDT¡¦s Internet site):
Transmission Bearing Kit T5 Borg Warner World Class
$95.00 $75.00 On Sale!
T5RW
Borg Warner T5 World Class Transmission Bearing Kit. NOTE: A T5 WORLD CLASS transmission contains fiber lined synchronizer rings & only 1 brass synchronizer ring.
[Add to Cart] [View Cart]
I think my days of buying parts from NDT are over...
<hr>
Dear sirs:
I recently ordered a couple of rebuild kits from you, and returned them, unopened, with a copy of the invoice on RA # ATLRA1958MMA. Saturday, 8JUN02, I received the refund invoice in the mail, and am I bit disappointed, to say the least. NDT charged me a 15% restocking fee on these two kits; so now I'm out $22.50 for the 'restocking' fee, $18.00 for the shipping you charged me on the original shipment, and $10.00 to have the package returned to you by me (for a total of out of pocket amount of $50.50).
To say the least, I am irritated. As a repeat customer of yours, I expected a bit of courtesy and attention. The refund was legally late by five (5) days, as you have 30 days to complete the refund process; you received the package on April 29th at 1:05pm (USPS tracking number 03010120000551044187). Referring to the back of the credit invoice I received, your return policy is:
„h All returns subject to a 15% restocking fee.
„h We will accept the return of any part, provided it is unused, not damaged and returned with a copy of the invoice within 30 days.
„h If you are dissatisfied with a part, and want to return it, contact your salesman to obtain a RETURN AUTHORIZATION NUMBER (RA#).
„h You RA# must be marked on the outside of the returned package, or it will be refused.
„h No refunds or credits will be given after 30 days of purchase.
„h Missing or damaged parts should be reported within 2 days after delivery.
„h Please do not return goods to us C.O.D., they will be refused and sent back to you.
„h A 15% restock fee is charged on all parts and opened kits and returns without invoices.
„h No returns of special order items, No exceptions.
„h A call tag issued to pick up parts will be charged $10 if not NDT error.
„h No shipping and handling will be credited on return parts.
I will:
„h Turn this matter over to the Discover Card dispute center...
„h Discontinue my use of NDT products and services...
„h Relay this occurrence to the BBB...
„h And more importantly, the worldwide Mustang communities through public exposure of this instance...
This is a 'small-potatoes issue' that is based on principal, not monetary value. As a servant to the worldwide market of my business, I expect NDT to handle trivial matters such as this in a more professional manner (trivial to NDT, in terms of sales, but paramount to me in terms of integrity...).
Customer service and satisfaction are the pillars (keystones) of a successful business practice. NDT failed in both of these respects in this particular instance. In an age where 'word of mouth' can be presented to an audience of millions in a keystroke, I firmly believe NDT handled this transaction in an unfortunate and ultimately negative business-impacting, manner. I wish your employees well, as they have served me well for the most part, but will, alas, receive no more of my business, nor from anybody that has the willingness to listen to me...The $50.50 that I have lost will be lost by you one hundred fold; guaranteed...
Unfortunately yours, an ex-customer,
Chris Neighbors
<center>Original letter dated 17APR02:</center><hr>
To: National Drivetrain
1425 Trae Lane
Lithia Springs, Georgia 30122
(678)945-8960
From: Chris Neighbors
2213 Abingdon Road
Alvin, TX 77511-3902
(281)331-5223
Date: 17APR02
Subject: T5 rebuild kits (T5RW); monthly special¡K
Attn: Customer service
I recently ordered and received two T5RW kits, taking advantage of the April monthly special. I ¡¥thought¡¦ I had ordered similar kits as this before, and assumed from the description (and lack of other kits offered for the T5) that these kits were indeed the same.
I received the kits (2) on 17APR02, and upon opening the boxes, realized they were not complete kits as I expected, but bearing/seal kits only. Upon closer inspection, the roller thrust bearing (which is located between the input and mainshafts) packaged in the kit appears to be for a 4-cylinder application. I had ordered these kits in hopes of completing two of the four (4) T5¡¦s I have prior to running Fun Ford Weekend here in Houston (I race with several groups of people, and I am one of the few the group relies on for transmission work). As it stands, these kits will not fulfill my immediate needs¡K
I spoke with Matt this morning about obtaining a return authorization number. He and I discussed the details as relayed above, and went away to obtain the RA#. Upon return, he politely gave me the RA number, plus informed that a 15% restocking fee would be applied. According to my ¡¥Return Policy¡¦ insert from a prior order, ¡§A 15% restocking fee is charged on all parts and opened kits and returns without invoices.¡¨ I obviously intend to return these parts with an invoice (and have done so), but it was relayed to me the restocking fee will still be assessed.
Matt tried his best to bring the sale up to a palatable level to me by offering an upgrade of the RW kit to a T5RWMK kit (which I¡¦ve purchased before, but mysteriously is not listed now). After a few seconds, Matt returns and informs me the price of the RWMK kit is $178, so the difference is $103 per kit (an additional $206, in my case). This is not a viable option for me for two reasons:
1. The T5RWMK kits that I had previously purchased did not include the caged roller bearings the driven gears ride on, the synchro fingers, the finger springs, or the cluster rear bearing retainer. I had to order the bearings separate from a competitor for $8 each, bringing the total investment in the kit to $139 (but I was still forced to reuse some small hard parts¡K). The parts were not missing; simply not included¡K
2. D&D offers a complete 94-piece rebuild kit for $149. Several others and I have purchased these kits from them; they come complete without any shortages.
Bottom line: I am dissatisfied with these particular kits that I ordered from NDT. I would like to return them, and do not feel that I should be subject to the restocking fee (partially my fault, partially NDT¡¦s for the lack of clarity and understanding of what¡¦s included in the kit). I enjoy doing business with NDT, and as a whole I am very satisfied with the products and service received. In this instance, the kits do not satisfy my needs¡K
The assessment of the restocking fee is entirely up to NDT; we are talking about $22.50 (15% of $150 order¡K). I will tell you, however, that I rebuild on average three T5¡¦s a month (in my spare time), and make recommendations several times a month to potential customers all across the nation. I will not libel or slander NDT, but the results of this transaction will be relayed to a wide audience. As a hard-working group of individuals that seek efficiency and economy, I cannot wholeheartedly recommend businesses that offer products or services that are of lesser quality than your competitors. Thank you very much for the fine service and products from previous orders, and I look forward to doing business (even if in limited volume) with NDT in the future. If you have any questions or comments, please do not hesitate to call the number listed above, or contact me via email at caneighbors@hotmail.com¡K
Sincerely,
Chris Neighbors
Original Ad (from NDT¡¦s Internet site):
Transmission Bearing Kit T5 Borg Warner World Class
$95.00 $75.00 On Sale!
T5RW
Borg Warner T5 World Class Transmission Bearing Kit. NOTE: A T5 WORLD CLASS transmission contains fiber lined synchronizer rings & only 1 brass synchronizer ring.
[Add to Cart] [View Cart]