by Transitpartsuk » Fri Jul 03, 2020 1:36 pm
In response to this post. It is still a family run company. Amanda still is the owner, however staff do come and go. You have to understand at the moment we are inundated with emails/orders and general questions/queries from customers. If we do not respond instantly to your email, please do not take offence. We can only go by the emails that we receive. You were incredibly condescending with your emails to someone who is just trying to do her job.
Her job was not made easier by you ordering under different names/addresses. It makes it hard to track and find orders, especially when you assume that we know you personally and know every order that goes out of the building. When we send out over 500 orders a day we have to have the information. You ordered the oil coolers directly from us in March 2019 and the fuel valve to a different name and different address on eBay.
You implied that we were stupid and could not find the parcel in our warehouse. We could not, because it was not there, Royal Mail lost the parcel. It never got back to us. We also have to wait for Royal Mail's specified time scales to try and make a claim. The claim was denied due to having no tracking on the item whatsoever. The parcel did not reach our warehouse.
We had a lot of trouble finding your orders because ZIP codes in NZ are just 4 numbers. When you search on any system for 4 numbers it brings up thousands of results. That's why we were asking you to confirm and send details through to us so we could actually locate your order. We only found your order on our system when you called and spoke to us. We then found your orders (under different names).
You were sent a returns label but Royal Mail lost the parcel, We could not track the parcel, sometimes Royal Mail lose things. Again you were refunded for this.
We have not had any problems with any of the oil coolers. We roughly sell 10 a day. You purchased the item in March 2019 as well. If you have had 4 go in 2 years or so something else could possibly wrong? I am not saying that it was not the part but if the same part failed 4 times I would start looking elsewhere. I cant physically get the part you sent back tested because we do not have it.
Either way you were refunded. For a parcel we could not claim for. Or claim from the manufacturer because we don't have the part.
This is the last I will say on the matter, we have dealt with this as fast as possible through this pandemic with mostly all of our staff off. We have got busier and busier and are literally on a skeleton staff so it has taken longer to sort out any issues, which should be understandable.
James (Amanda's son)