VB and P customer service??
Thread Starter
Drifting
Joined: Aug 2003
Posts: 1,868
Likes: 13
From: Mascoutah IL
VB and P customer service??
As I sit hear on my 27th minute on hold with VB and P, wanted to see if anyone else had run into issues with customer service here... I'm asking why I got charged $60 more in shipping than the online system quoted--$78.75 versus $138.02 (actually charged)...
Now going on my 30th minute on hold...
In addition, the bubble wrap wasn't put on correctly and during shipping, about 7-8 chips on the powder coating are very visible... Haven't even got to this issue yet, 31 minutes on hold and still haven't been told about shipping...
What would you guys ask for with regard to the chipped powder coating??
Everything else looks great and was about to get some caliper rebuild kits and/or possible some new rotors... Having second thoughts now...
33 minutes on hold and guess I will try them later... I did send all this info to them in an email (with pictures) on Monday... Still no reply on email from VB and P... I'm in the Air Force and don't normally have very many chances to call during their normal business hours...
Sorry to vent, but very frustrated with the lack of customer service...
35 minutes on hold... Once I figure out how to post pictures, I'll put a couple of the chipped powdercoating...
Thanks much
Rogman16
Now going on my 30th minute on hold...
In addition, the bubble wrap wasn't put on correctly and during shipping, about 7-8 chips on the powder coating are very visible... Haven't even got to this issue yet, 31 minutes on hold and still haven't been told about shipping...
What would you guys ask for with regard to the chipped powder coating??
Everything else looks great and was about to get some caliper rebuild kits and/or possible some new rotors... Having second thoughts now...
33 minutes on hold and guess I will try them later... I did send all this info to them in an email (with pictures) on Monday... Still no reply on email from VB and P... I'm in the Air Force and don't normally have very many chances to call during their normal business hours...
Sorry to vent, but very frustrated with the lack of customer service...
35 minutes on hold... Once I figure out how to post pictures, I'll put a couple of the chipped powdercoating...
Thanks much
Rogman16
Race Director
Joined: Sep 2001
Posts: 10,560
Likes: 439
From: Wellington, FL
St. Jude Donor '11 thru '25
I personally would ask that either the parts be replaced or the amount paid refunded in full after return of the parts to them. I would do this via email, with details and pics, as you have spent enough time on the phone. If I didn't hear from them within a few days, I'd reject the credit card charge, assuming that's how you paid, and then wait to hear from them. You'd also want to get the shipping charge problem solved if you decided to accept new parts.
Good luck and thanks for serving.
Good luck and thanks for serving.
Race Director
Joined: Apr 2000
Posts: 17,676
Likes: 201
From: Who says "Nothing is impossible" ? I've been doing nothing for years.
The procedure is to get a hold of the vendor first before posting any problems with them. You have no idea what is going on their end, find out first and if there is not a satisfactory solution ( for you ) then you post.
The first pic I dunno but the 2nd and 3rd look like they were rubbing something during transit. The normal procedure for most companies is you pay shipping back to them and they pay the return shipping back to you with the fixed parts. I don't like but seems like an industry standard
Good luck
The first pic I dunno but the 2nd and 3rd look like they were rubbing something during transit. The normal procedure for most companies is you pay shipping back to them and they pay the return shipping back to you with the fixed parts. I don't like but seems like an industry standard
Good luck
Thread Starter
Drifting
Joined: Aug 2003
Posts: 1,868
Likes: 13
From: Mascoutah IL
Thought I've done due digilence to that end twice... Sent an email this past Monday with all verbiage and pictures... Gave them until today to reply to email, and then called to follow-up... Talked and explained the situation for about 5 minutes... Then I was placed on hold for 45 minutes+...
Shawn (from VBANDP) did call back and left me a message to call him back, and I did call him right back and never got to talk to anyone... I gave'em 5 minutes of hold time on the second attempt... Trying to finish sand blasting the frame and the breaks are killing my progress...
Rogman16
Shawn (from VBANDP) did call back and left me a message to call him back, and I did call him right back and never got to talk to anyone... I gave'em 5 minutes of hold time on the second attempt... Trying to finish sand blasting the frame and the breaks are killing my progress...
Rogman16
Le Mans Master
Joined: Sep 2003
Posts: 8,812
Likes: 2,029
From: eastern NC
VB&P was not at Carlisle this year for the first time that I can remember. It has always been good to stop by and chat with their folks and pick up their latest catalog.
I understand they may be having some issues, but do not know what they are. I certainly hope everything turns out well, they have been a good vendor for this hobby for many years.
GUSTO
I understand they may be having some issues, but do not know what they are. I certainly hope everything turns out well, they have been a good vendor for this hobby for many years.
GUSTO
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Race Director
Joined: Apr 2000
Posts: 17,676
Likes: 201
From: Who says "Nothing is impossible" ? I've been doing nothing for years.
Thought I've done due digilence to that end twice... Sent an email this past Monday with all verbiage and pictures... Gave them until today to reply to email, and then called to follow-up... Talked and explained the situation for about 5 minutes... Then I was placed on hold for 45 minutes+...
Shawn (from VBANDP) did call back and left me a message to call him back, and I did call him right back and never got to talk to anyone... I gave'em 5 minutes of hold time on the second attempt... Trying to finish sand blasting the frame and the breaks are killing my progress...
Rogman16
Shawn (from VBANDP) did call back and left me a message to call him back, and I did call him right back and never got to talk to anyone... I gave'em 5 minutes of hold time on the second attempt... Trying to finish sand blasting the frame and the breaks are killing my progress...
Rogman16
Whole world is changing seems North America has racked up too much debt and we are not making anything anymore, many companies are living month to month and could go under with a few months of bad sales.
Not saying at all this is what is happening to VB&P
Drifting
Joined: Jun 2007
Posts: 1,404
Likes: 1
From: Ansonia/NYC CT
I had a couple of very good exp with VBP, but that was a couple years ago. Times change...BUT...customer service, or the lack there of, is what CAUSES businesses to go under. This is all a service industry. You can buy these came products at a variety of different places, and generally, the deciding factor, or service levels. Let those drop, VBP, and watch your customer flock over to VanSteel, who have, and retain, a sterling reputation.
Drifting
Joined: Mar 2007
Posts: 1,936
Likes: 1
From: Winston-Salem NC
Is Patty still at VB&P? I dealt with her a couple of yrs ago, and at that time, she had a son in Iraq or Afghanistan, can't remember which now. She was great with my orders. I hope they aren't folding. I just got one of their new catalogs. Good luck with your order.
Same here! Had orders with them 6months ago - no issues! 
Thread Starter
Drifting
Joined: Aug 2003
Posts: 1,868
Likes: 13
From: Mascoutah IL
Promised you guys an update as soon as I heard from VB and P... Well, I didn't hear from them, I had to initiate the call... I was working two separate issues--shipping and damaged powder coating...
1) Shipping--did you know when the online system bills you for shipping, it is only an estimate?? Find that hard to believe, but that is their explanation...
2) Sway Bar--they wanted to charge my credit card for the new sway bay and then refund the money after they rcvd the damaged product back... Sorry, VBP, you are not getting any more of my money... SO, they are sending me a shipping label to send the old one back...
Two orders and they screwed both of them up and won't fess up to making a mistake on shipping charges=no more business from me!!
Sorry for venting, just very frustrated right now for the happy go lucky way Shawn just treated me...
Rogman
1) Shipping--did you know when the online system bills you for shipping, it is only an estimate?? Find that hard to believe, but that is their explanation...
2) Sway Bar--they wanted to charge my credit card for the new sway bay and then refund the money after they rcvd the damaged product back... Sorry, VBP, you are not getting any more of my money... SO, they are sending me a shipping label to send the old one back...
Two orders and they screwed both of them up and won't fess up to making a mistake on shipping charges=no more business from me!!
Sorry for venting, just very frustrated right now for the happy go lucky way Shawn just treated me...
Rogman
