| Author | Message | ||
| Steve Ahlgrim (Italycars)
New member Username: Italycars Post Number: 1 Registered: 11-2002 |
Peter, you�re a better man than me. I probably would have written them off after the second problem. I've been in the car sales side of Ferrari business for over 20 years. There's seldom a week go by that I don't have a car in the shop or have to buy some parts. Even with the clout of being a professional customer I've still had to stand on my head to get things done right. It's that experience that makes me qualified to see your experience is not repeated. I'm the new General Manager of T. Rutlands/Maranello Auto Parts. Ted Rutland, the owner, has been painfully aware that customer service has not been our strong suit. The growth of T. Rutlands and the purchase of Maranello Auto Parts had strained our resources to the point of incompetence. It was in response to problems like yours that Ted brought me aboard. In the 6 weeks I've been here Ted's had me concentratrating on cleaning up old problems and establishing a company culture that's customer orientated. T. Rutlands has traditionally been a wholesaler, buying in bulk and supplying other resellers. Maranello has been a "go-to" business, stocking thing nobody else does. Between the two companies there may have been as many as eight different prices on the same part. We have recently reduced our price levels and standardized prices between the two companies. We still might cut a deal to get a sale so if we're out of line on a price please bring it to our attention. Three guys answer the phone which is why you may not get the same person twice. Chris, has been with us over two years and comes to us from a Ferrari dealer. Mark, has 18 years Ferrari dealership experience and has been here over a year. Ted, the owner, spent 4 years with a Ferrari dealer before starting T. Rutlands 21 years ago. Bill Rudd, Maranello's former owner, doesn't answer the phone. He was coaxed out of retirement to works behind the scenes as a consultant sharing his 44 years of Ferrari experience. The dyslexic shipper has been put to pasture. Margaret, our Office Manager needs no little introduction. She's been with Ted for 15 years. She knows every inch of the building and has done every job here. Many of you have meet Margaret at Cavallino, Monterey or one of the FCA Annual Meets. I've personally owned 10 or so Ferraris and share your enthusiasm for the Marque. I write about Ferraris in Sports Car Market and Prancing Horse magazines. I sit on the Board of the FCA and I'm a Senior FCA Concours judge. My wife handles the Membership Services for the FCA and used to have a 308GT/4 for her daily driver. If you go to enough events, chances are we'll share a dinner table. If you have a problem with T. Rutlands/Maranello Auto Parts please let me know. I believe a complaint is a request to do business with us again. I want to hear your comments (personally please) and learn how to serve you better. Steve Ahlgrim General Manager T. Rutlands/Maranello Auto Parts [email protected] 770 493-8852 | ||
| Peter Topman (Peter_topman)
New member Username: Peter_topman Post Number: 10 Registered: 8-2002 |
Ironically, I have also had very bad experiences with TRutlands and Maranello Auto Parts both. I used to buy from them often. Now, I only call when I can't seem to find the part anywhere else. 1. I ordered an AC Receiver Dryer and Expansion Valve a year ago. I was told both are in stock. I opened the package, and only the expansion Valve was in there. 2. I ordered a set of plug wires with new extenders. Missing one extender. Had to call back 3 times to get it resolved. 3. Ordered 8 spark plugs. Got 16. Was billed for 16. jezzzzzzz......... 4. Called in April to get a price quote on a water pump ($450 new.) Called back to order it 2 weeks later ($650 new now !) They would not honor their previous quote. 5. Ordered a water pump / alternator belt for a 308.....got a water pump belt for a 328 (not the same) 6. 6 months ago : Ordered 2 bearings, several filters, and some hose. Package was missing the bearings. I called back each time the order was wrong. And on the last occassions, I even said "I can't be the only guy getting screwed-up orders ???? what's wrong with you guys !!!!!???? they were speechless..... I too (3-4 years ago) used to talk to Ted directly. Now, everytime I call, it's someone new. It's frustrating. | ||
| JRV (Jrvall)
Junior Member Username: Jrvall Post Number: 120 Registered: 11-2002 |
I'll agree Rutlands sucks....Really Sucks. You guys that use them often had better watch out, because so much business has been lost, they have been caught jacking up the prices during the same phone converation (or on the conformation call back) to make up for the tons of pissed off vanished customers. PS: I'm very sorry to Bill Rudd who has been a good friend for 20+ years. But the truth needs to come out Bill. For those of you that don't know, TR bought Marenello Auto Parts from BR on credit. Before that he ran a dinky rubber trim/parts business, with the same crappy service he now brings to Marenello Auto Parts. | ||
| M Grande (Grande)
Junior Member Username: Grande Post Number: 59 Registered: 12-2001 |
Algar is the best. Talk to Jeff. They know their stuff and don't screw with you on dealer pricing...and they ALWAYS beat their estimated delivery times. Also, Harold at Ferrari of Atlanta is extremely helpful. I have tried them on a few occasions and have been very pleased. Only problem there is that they don't take AmEx and all my shop purchases are made on AmEx... Rutland's sucks. Mike | ||
| John Ames (Ameshouse)
Junior Member Username: Ameshouse Post Number: 71 Registered: 1-2002 |
I have to agree with Hans and Lawrence. Margaret is the only reason I deal with Rutlands. She turned a very bad experience with one of their sales people into a happy customer. Love her southern accent... | ||
| Hans E. Hansen (4re_gt4)
Member Username: 4re_gt4 Post Number: 482 Registered: 4-2002 |
I've heard that Margaret has pulled Rutland's reputation out of the fire on more than one occasion. She drives a 308GT4, I believe. Not a bad looker, either. | ||
| Lawrence Coppari (Lawrence)
Member Username: Lawrence Post Number: 390 Registered: 4-2002 |
Ed, Ask for Margaret Gailey. She is the one who fixed the problem I had with someone else there. She is very conscientious. This is at Rutlands. | ||
| Wil de Groot (Wildegroot)
New member Username: Wildegroot Post Number: 10 Registered: 9-2002 |
Ed, I'd be afraid to mention names but I'll bet I can top any parts problem story. We had a Lamborghini Espada part that needed special machining and our very well known (former) supplier strung us along for the better part of a year, saying it was due back from his subcontractor 'any day'. Meanwhile our Espada customer was growing older, without his car...finally it turns out the part had never been sent out and was just gathering dust in the shop! Needless to say this was the last straw. Mr. Ohland may have had some mental lapse and been convinced he heard you say one thing and not another (that happened to me once) - but our former parts man flat out lied to us, in every hue of the rainbow with embellishments, for nearly a year. When you find the perfect parts supplier give us a holler, please? Sandy | ||
| Wil de Groot (Wildegroot)
New member Username: Wildegroot Post Number: 9 Registered: 9-2002 |
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| Edward Gault (Irfgt)
Intermediate Member Username: Irfgt Post Number: 2249 Registered: 2-2001 |
I too was shocked. Had there not been a phone call just to ensure the correct part was ordered I could have been more understanding, but there was NO question that I ordered the correct part. I am not perfect and I have made mistakes in my life, but not in this case. By the way, T.Rutlands promised after 6 phone calls to provide the parts too and has made excuse after excuse and has promised the parts are on the way. They have yet to return a call and the parts have never arrived. I have used them and have always had good service with them. I don't know what the Hell is going on. Two problems with parts suppliers on the same car. | ||
| Wil de Groot (Wildegroot)
New member Username: Wildegroot Post Number: 7 Registered: 9-2002 |
Ed, Wil and I were shocked to read your post about Partsource. We've done business with Geoffrey Ohland for years and in fact started using him after having BIG problems with another outfit mentioned on this thread. Partsource is a highly regarded business, but a one man show. The owner is very knowledgable, goes to great lengths to get parts to us quickly and is always fair, honest, reasonable, but he is operating under tremendous pressure. I'm not a usual poster but this caught my eye and I had to spring to Partsource's defense. Sorry about your bad experience, the man is human after all  Sandy office manager, Exoticars USA | ||
| Tom Jones (Ferrarioldman)
New member Username: Ferrarioldman Post Number: 18 Registered: 6-2002 |
Funny man that Sodacom | ||
| Michael Yip (Mightyslash)
Junior Member Username: Mightyslash Post Number: 100 Registered: 4-2002 |
I heard that Ferrari of San Francisco had some poor customer service too, so beware. | ||
| Martin (Miami348ts)
Advanced Member Username: Miami348ts Post Number: 3139 Registered: 5-2001 |
I can second that Algar Parts Department! Lee has been very helpful and more than correct. Never had a problem with him and my mechanic is buying the parts for Ferrari most of the time from him as well. | ||
| Edward Gault (Irfgt)
Intermediate Member Username: Irfgt Post Number: 2217 Registered: 2-2001 |
Well, they sent a call tag today for the parts and UPS picked them up. In over 30 years I have never delt with such a sorry way of doing business and I deal with hundreds of suppliers. I never asked price, all I wanted was the correct part the next day and they failed on both counts, and had the nerve to call me a liar with no concessions. | ||
| Frank (Fjt)
New member Username: Fjt Post Number: 30 Registered: 10-2002 |
I have just finished purchasing from Ferrari Motor in Modena. Flavio is the contact and there is significant price differences. I guess there are just to many middle men making $. | ||
| J. R. Vallandingham (Jrvall)
New member Username: Jrvall Post Number: 21 Registered: 11-2002 |
>>>My (Portland, OR) mechanic says that he gets all his parts from Algar. All the way across the country. Go figure<<< They have the Best Dealer Parts Service Bar None, they call FNA while you're on the line on parts not in stock, really ship anything they have, never lie about "parts coming in tommorow", and Deliver to Your DOOR with a smile !!! They give the service you want, not simply the service they feel like giving. | ||
| David P. Smith (Dave330gtc)
New member Username: Dave330gtc Post Number: 45 Registered: 3-2002 |
My experience with Partsource has been the total opposite of what has been posted here. I have used Geoffrey almost exclusively during the restoration of my 330 and he has always been very helpful with advice and has almost always had the parts in stock. His prices have been fair. There were times when we were both guessing on what part to use for an application so he sent parts out on approval. He told us to try them or send them back. I have had absolutely no problems with them and would definitely use them again. | ||
| Martin (Miami348ts)
Advanced Member Username: Miami348ts Post Number: 3126 Registered: 5-2001 |
time to put them into the "Hall of Shame" ! | ||
| Lawrence Coppari (Lawrence)
Member Username: Lawrence Post Number: 373 Registered: 4-2002 |
I don't think you can recover the $30 because it is an action you took to protect yourself against a perceived threat. It is also a "he said, she said" situation. I'd write a letter to the manager and bring the entire situation to his/her attention. Earlier this year I had some difficulty with a place that sells F parts. A letter to the owner cleared things up to my satisfaction. It's best not to get too aggravated in a situation like this. One thing leads to another, and it makes fixing the situation more difficult. | ||
| Hans E. Hansen (4re_gt4)
Member Username: 4re_gt4 Post Number: 421 Registered: 4-2002 |
Algar: I've heard some absolute total horror stories about their service dept., but nothing but compliments about their parts department. My (Portland, OR) mechanic says that he gets all his parts from Algar. All the way across the country. Go figure. | ||
| J. R. Vallandingham (Jrvall)
New member Username: Jrvall Post Number: 20 Registered: 11-2002 |
I'll second, third or fourth the opinion that Algar has the best serivice around, BAR NONE....!!! Lee & team have been a great resource and asset for many years! Then comes AW for 308's ...Gino is great, prompt, courteous service and a great parts locator. The others mentioned below...well...after years of frustration and lost revenue and pissed customers...they had to be dumped, permanantly I hope! No offense to Bill or Don Rudd who are my great friends and were the best in the business for many, many years. | ||
| Dr Tommy Cosgrove (Vwalfa4re)
Member Username: Vwalfa4re Post Number: 416 Registered: 5-2001 |
I ordered the two clamps that hold the GTS's top on from them back in the summer. They sent me convertable top clamps for a Mondial. I called back and told them about it and they shipped out the correct parts with a call tag for the other parts. I just noticed a couple of weeks ago that my credit card was never issued a refund. Again I called and they apologized and fixed it right away. I just got a credit receipt in the mail a few days ago. Not the best service but by far not the worst I have ever had. I had no problems getting things straightened out with them. I am sorry that happened to you, Ed. | ||
| Dave (Parts_man_soda)
New member Username: Parts_man_soda Post Number: 30 Registered: 8-2002 |
If I ever do anything like what I just read here I want someone to slap me! Im not perfect but isn't customer service the; if not the most; important area of any company, no matter what the service is. I personaly do my very best contacting everyone and helping anyway I can even if I never make a sale to that person. So if I ever even come close to do what I just read here, someone please slap me silly. You can even send the ferrarioldman after me ! Dave ~Sodacoms~ www.sodacoms.com | ||
| Frederick Thomas (Fred)
Member Username: Fred Post Number: 671 Registered: 2-2001 |
Ed, Send it back to them COD. It is more expensive that way and they have to pay it instead of you adding to your $30 loss for the stopped check. I am sure you already thought of this though. | ||
| Scotty (Pzerowaster)
New member Username: Pzerowaster Post Number: 30 Registered: 10-2002 |
Ed, That really stinks about your ordeal. But Bruce is right. Algars parts dept has given me the best automotive treatment I've even had. Friendly guys, know their stuff, and even gave me a discount before I even asked. I can say exactly the same about their service dept., and I've spend some serious loot there. Sales dept? Never purchased a car, but they were always very friendly when I was there fogging the wondows up in the showroom. Bruce, anything I should know about them? I was considering buying my next car there, given the good service I've gotten there otherwise. Thanks. | ||
| Eric Eiland (Eric308gtsiqv)
Member Username: Eric308gtsiqv Post Number: 471 Registered: 11-2001 |
Yes, thanks for the heads up. | ||
| Arnaldo Torres (Caribe)
Member Username: Caribe Post Number: 439 Registered: 2-2001 |
Sorry to hear about your ordeal with this people. Haven't used them so far, and I guess I never will based on your experience. Thanks for the heads up! | ||
| Greg (Greg512tr)
New member Username: Greg512tr Post Number: 33 Registered: 2-2002 |
I have two calls into them for a some small items. Had to leave message on answering machine and have not had a call back. | ||
| Peter Topman (Peter_topman)
New member Username: Peter_topman Post Number: 9 Registered: 8-2002 |
Ed, I too have had 3 bad experiences with Parts Source......and to be more specific it was the owner Jeffrey (I think that's his name) that helped me each time. 1st time I had to wait 6 weeks for an air filter which they said was in stock ! 2nd time I bought a rebuilt water pump from them that leaked from the first moment. Returned it, and it took 3 weeks to get another one. 3 weeks ! 3rd time I called them to get a price and availability on some air hose (the braided stuff) for air injection etc..... I was put on hold for 15 minutes. I eventually hung up. Called them back the next day...left a message....never heard back. That was it for me. What a crappy way to run a business. | ||
| Frank Foster (Sparta49)
Junior Member Username: Sparta49 Post Number: 118 Registered: 3-2001 |
Ed, try calling GT CAR PARTS 623-780-2200. Bill is great to deal with. I have never had a bad experience with them and the prices are the best mosre often than not. | ||
| Robert McNair (Rrm)
Junior Member Username: Rrm Post Number: 153 Registered: 5-2002 |
Cust. service is awful nowadays. I picked up my drycleaning: overcoat + 2 ties. The ties were to be sown I noticed when I got in my truck they hadn't been sown at all. I go right back in and tell them and they say whadda ya mean? The thing that really burns me is these places forget to perform the service but they NEVER seem to forget to charge us! | ||
| bruce wellington (Bws88tr)
Intermediate Member Username: Bws88tr Post Number: 1117 Registered: 4-2002 |
ed try algars parts department, i found them the cheapest but their sales dept are a bunch of a--holes... | ||
| Bruno (Originalsinner)
Member Username: Originalsinner Post Number: 700 Registered: 5-2002 |
You know I hate to say it but it seems this is now the norm everywhere. CUSTOMER SERVICE. EXTINCT? | ||
| Edward Gault (Irfgt)
Intermediate Member Username: Irfgt Post Number: 2212 Registered: 2-2001 |
It cost me $30.00 to stop payment on the check. How could I recoup that fee since I had no alternative but to stop payment? | ||
| arthur chambers (Art355)
Member Username: Art355 Post Number: 763 Registered: 6-2001 |
Ed: Frank's right, but I would also send them a FAX, advising them of THEIR error, and state the reasons why you returned the part. If you can, send it freight collect. Keep a copy of your letter, and the freight forwarder's receipt, just in case they do complain to the authorities. Art | ||
| Frank Parker (Parkerfe)
Intermediate Member Username: Parkerfe Post Number: 1481 Registered: 9-2001 |
Be sure you send the parts back to them by a method you can track. Otherwise, since you stopped payment on the check and still have the parts, you could be charged with a crime depending on your jurisdiction. | ||
| David Jones (Dave)
Member Username: Dave Post Number: 427 Registered: 4-2001 |
Tell us how you really feel Ed... | ||
| Edward Gault (Irfgt)
Intermediate Member Username: Irfgt Post Number: 2211 Registered: 2-2001 |
I called Partsource in Maine on Monday and requested a rear brake caliper overhaul kit. I had to leave a voice mail message. Several hours later they returned my call and said that they had a front and rear kit in stock and to confirm which kit I wanted. I told them it was a REAR wheel kit and requested that it be sent ASAP since the car had been sitting for two weeks waiting for a kit from Rutlands that was promised every day for two weeks and has never arrived. Yesterday they called from Partsource and appologized saying that they forgot to send the kit and that it would go out on Tuesday and I would get it today. I received the kit today and you guessed it, a front kit. I called them and of course had to leave a voice mail. They called me back several hours later and I told them of the problem. They said that I had requested a front Kit and that their notes said it was a front kit and that is what they sent. I again asserted that I had not made an error since the car had been sitting for two weeks in my way with a rear wheel off the car and that it would have been almost impossible that after two contacts with them that I would have told them twice that it was a front wheel. Anyway they offered to SELL me a rear kit but would not pay any shipping. I politely suggested an alternative eternal resting place for them and they then hung up on me. I stopped payment on the check and this is where the situation stands at this moment. In over 30 years of dealing with suppliers I have NEVER had such a bad experience with a business and to be called a lier is more than I can take. |