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Greg,
My name is Max Rossi and I am the Vice President of Sales and Customer Relations at FCP. First and foremost we apologize if you've had any type of negative experience with your recent order and can assure you that we take things like customer service and quality very seriously. We appreciate any type of feedback whether negative or positive and I just wanted to address any of your concerns below:
UPS World Ease: The decision to remove the World Ease Shipping service comes from the recent increase in carrying costs and tax fees associated with UPS World Ease. The cost increase was just too high to pass along to the customer and if we left it alone we would actually be taking a loss on every order. This is also the reason that no other company is utilizing the World Ease option either. Also the sudden increase of fraudulent orders due to lack of required customs control with World Ease also became a major issue for us. It got to the point that we had to personally screen every order going to Canada for possible fraudulent activity through the World Ease program so we made this decision with our customer's best interest in mind to eliminate the program. FCP is committed to providing quality and affordable shipping options to Canada and will continue to evaluate shipping options that best work for our Canadian customers and will be happy to look into any suggestion you may have.
Customer Service/technical questions: I personally run the call center and over the past few months we have expanded our call center and added many more qualified representatives that are either Certified Technicians or very knowledgeable with the parts we sell. The more and more experience our Reps get the better the service will become so I am confident that you will experience a much better customer service experience in the future. With that said we have also added a Volvo Master Technician to our group who is handling any and all quality issues and personally inspecting any parts that comes back with concern from our customers.
We are striving to improve all areas with our customer's best interest in mind but feel free to always contact me directly if you have any issues in the future. I can assure you once again we appreciate all our customers and we realize any and all our success comes from the customers we serve. Thank you again for the feedback.
Max
(max@fcpgroton.com)
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FCP Groton
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