Supporting Vendor Issue/Question
Thread Starter
Instructor
Joined: Mar 2003
Posts: 123
Likes: 0
From: Oregon City Oregon
Supporting Vendor Issue/Question
Looking for opinions on how to handle an issue with one of our supporting vendors. No need to put their name, I'm not out to flame anyone.
I purchased a set of Kooks C5 1 7/8 (Race) headers, no air fittings. Box arrived; I opened it during install and found one header is non-air like it should be but the other has air fitting welded on. Notified supporting vendor of their error. Reply was "I can only exchange them out once I get yours back here. Unfortunately we do not use a shipper service exclusively, so I will not be able to issue a call tag. Beings it was a mislabeling problem of Kooks, it's not my absolute responsibility to cover all aspects of the return. However if you cover shipping them back to me, I will send you the new set out overnight. Just include the reason for return, and the address you want the new set shipped out to..."
My question is am I asking too much requesting the supporting vendor to take care of shipping headers back to his place of busness? The error is not mine. This isn't a warranty issue. This vendor is newer to the forum, I just want to make sure I'm treating them fairly. They seem like real stand up guys, buuuuuut.....
I purchased a set of Kooks C5 1 7/8 (Race) headers, no air fittings. Box arrived; I opened it during install and found one header is non-air like it should be but the other has air fitting welded on. Notified supporting vendor of their error. Reply was "I can only exchange them out once I get yours back here. Unfortunately we do not use a shipper service exclusively, so I will not be able to issue a call tag. Beings it was a mislabeling problem of Kooks, it's not my absolute responsibility to cover all aspects of the return. However if you cover shipping them back to me, I will send you the new set out overnight. Just include the reason for return, and the address you want the new set shipped out to..."
My question is am I asking too much requesting the supporting vendor to take care of shipping headers back to his place of busness? The error is not mine. This isn't a warranty issue. This vendor is newer to the forum, I just want to make sure I'm treating them fairly. They seem like real stand up guys, buuuuuut.....
Lepus-temperamentalus
Joined: Apr 2004
Posts: 5,827
Likes: 5
From: Roswell Ga
Let me ask you a question, if you had made an error in ordering the headers, let's say you mistakenly did ask for them to have air-fittings, you would expect to have to pay to ship them back to the vendor, correct?
But who would you expect to pay to ship the right ones back to you?
But who would you expect to pay to ship the right ones back to you?
Drifting
Joined: Oct 2004
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From: Greensboro, NC "REALITY IS MERELY AN ILLUSION, ALBEIT A VERY PERSISTENT ONE"...ALBERT EINSTEIN"
St. Jude Donor '05-'06-'07
Originally Posted by 98Pace6sp
However if you cover shipping them back to me, I will send you the new set out overnight.
Race Director
Joined: Aug 2003
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From: "It's 106 miles to Chicago, we've got a full tank of gas, half a pack of cigarettes, it's dark, and
St. Jude Donor '03-'04-'05-'06-'07-'08-'09-'10-'11-'12-'13-'14-'15-'16-'17-‘18-'19
NCM Sinkhole Donor
Frankly - I can see both sides of this issue. It's not fair to make the vendor eat the shipping on something that isn't his fault - nor is it fair to make you eat the cost of the shipping, when it clearly isn't your fault either. The fault lies with the manufacturer (in this case KOOKS) putting the wrong product in the package.
If it were me - I would recontact the vendor and ask if they would consider contacting the manufacturer to ask their assistance in covering the shipping as it is their mistake. Mistakes are made - I made one this morning just getting up and coming into work!
I think polite conversation without accusation is a reasonable starting point. JMHO! Good luck!
If it were me - I would recontact the vendor and ask if they would consider contacting the manufacturer to ask their assistance in covering the shipping as it is their mistake. Mistakes are made - I made one this morning just getting up and coming into work!
I think polite conversation without accusation is a reasonable starting point. JMHO! Good luck!
Thread Starter
Instructor
Joined: Mar 2003
Posts: 123
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From: Oregon City Oregon
Great news
Wow, does this site rock or what... Just heard from vendor. "Yes, this is true. Give me your phone number and I will have Rick contact you directly, and we will take care of it in full.
Sorry for the confusion.
Just goes to show we have great supporting vendors. Would it be bad to identify them now? They seem to have really stepped up to the plate on this issue.
Thank you all for your opinions. Gave me another perspective, I needed it....
Kevin
Sorry for the confusion.
Just goes to show we have great supporting vendors. Would it be bad to identify them now? They seem to have really stepped up to the plate on this issue.
Thank you all for your opinions. Gave me another perspective, I needed it....
Kevin
Burning Brakes
Joined: May 2004
Posts: 850
Likes: 2
I believe that the vendor needs to step up and take care of you. Then, Kooks needs to back up them up as a vendor and take care of them. The process should be seamless and hassle-free to you, the customer.
Sounds like they are now taking care of you...
Sounds like they are now taking care of you...
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I agree that the vendor should take care of you, but the manufacturer should take care of the vendor. Its not your fault nor the vendors that the product is mispackaged. Glad this is going to work out for you.
Pro
Joined: Nov 2004
Posts: 528
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From: Thousand Oaks CA
Originally Posted by CE2004
I believe that the vendor needs to step up and take care of you. Then, Kooks needs to back up them up as a vendor and take care of them. The process should be seamless and hassle-free to you, the customer.
Sounds like they are now taking care of you...
Sounds like they are now taking care of you...
Race Director
Joined: Aug 2003
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From: "It's 106 miles to Chicago, we've got a full tank of gas, half a pack of cigarettes, it's dark, and
St. Jude Donor '03-'04-'05-'06-'07-'08-'09-'10-'11-'12-'13-'14-'15-'16-'17-‘18-'19
NCM Sinkhole Donor
Originally Posted by Corvette_fetish
plumbing problems?
Heel & Toe
Joined: Dec 2002
Posts: 18
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From: Waverly OH
FWIW...The Vendor IS responsible to you! To get you what you PAID for in the first place 
. The Vendor should then in turn require the supplier to cover additional expense's created by something such as this that was completely out of the Vendors hands .
With that said, if the Vendor does not want to "eat" the shipping, I'd NEVER purchase another thing from them again regardless! Anything less than this IS
Dave
. The Vendor should then in turn require the supplier to cover additional expense's created by something such as this that was completely out of the Vendors hands .With that said, if the Vendor does not want to "eat" the shipping, I'd NEVER purchase another thing from them again regardless! Anything less than this IS
Dave
building of course!
Melting Slicks
Joined: Jun 2004
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From: Lino Lakes, MN _________________________ I Figured out how to do this!
St. Jude Donor '04-'05-'06
If the vendor does a good bit of buisness with Kooks they can back charge Kooks for the screwup, thus the supporting vendor isnt out anyting Kooks is for making the screwup in the first place. If they only do a couple orders a year with Kooks it will be a bit harder for the supporting vendor to get Kooks to part with the cash.
Someone screwed up and it wasn't you. So my take is the supporting vendor should go to bat for you them fight it out with Kooks.
Someone screwed up and it wasn't you. So my take is the supporting vendor should go to bat for you them fight it out with Kooks.
Thread Starter
Instructor
Joined: Mar 2003
Posts: 123
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From: Oregon City Oregon
Thank you all
Thank you all for your input. I've posted the latest e-mail from vendor and hopefully will receive a phone call soon to get this issue resolved. Again I'm glad for all the input. Just wanted to keep myself on an even 
keel about this issue.
Thank you,
Kevin
keel about this issue.Thank you,
Kevin
Pro
Joined: Nov 2003
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From: You want HOW much for that Corvette part??? Atlanta GA
Originally Posted by JDs00PewterCoupe
I agree that the vendor should take care of you, but the manufacturer should take care of the vendor. Its not your fault nor the vendors that the product is mispackaged. Glad this is going to work out for you.
Former Vendor
Joined: Feb 2004
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From: Las Vegas NV
St. Jude Donor '06 & '12
I say sell me the Kooks for 1/2 price out of pure spite. Then go out and buy a different set.
Truthfully, The vendor is loyal to you. Regardless of the situation with Kooks, In all honesty its not your problem. Thats between the vendor and supplier.
Truthfully, The vendor is loyal to you. Regardless of the situation with Kooks, In all honesty its not your problem. Thats between the vendor and supplier.