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I must commend FCP Groton for fixing their mistakes, but that is only ONE part of quality customer service! I have personally bought from them roughly 8 times, and half of the orders I placed arrived with wrong parts/parts from a cheaper supplier. That is NOT what I call good customer service!
I hate to be rudimentary here, but customer service is defined as customer care from beginning to end of the transaction. The transaction starts with placing the order and ends when the customer receives the service and or product is delivered in return for payment.
Based on the above definition of customer service, here is how I rate FCP:
1: Ease of order placement: 100%
2: Ease and accuracy of payment: 100%
3: Amount of different product offered: 75%
4: Price of product: 75% (not as inexpensive as they used to be)
5: Accurate shipment of parts as ordered: 50%
6: Post sale error correction: 100%
7: On time shipment/quick: 100%
I wouldn't rate FCP as a bad supplier but I won't rate them as a great supplier, they're just good as they have a quality/inventory control problem.
If I compare IPD based on the same Criteria I come up with the following:
1: Ease of order placement: 100%
2: Ease and accuracy of payment: 100%
3: Amount of different product offered: 100%
4: Price of product: 75% (they have gotten a lot better on pricing)
5: Accurate shipment of parts as ordered: 100%
6: Post sale error correction: 110% (huh? yes they called about a quality problem with a part they shipped before I received it, the replacement quickly followed!
7: On time shipment/quick: 95%
No, I'm not paid by IPD and they even have a few supplier related delay issues on occasion. To boil this whole thing down, consider the quality of a supplier based on price, speed of delivery, and how they deal with problems. Personally I like doing a repair or a mod on a car once, if I have to spend hours modifying a crappy aftermarket part that doesn't fit right, or I have to wait another week to get a replacement part, or I have to redo a repair job three months down the road, I get a bit ticked off!
jorrell
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92 245 250K miles, IPD'd to the hilt, 06 XC70, 00 Eclipse custom Turbo setup...currently taking names and kicking reputations!
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