Hey Brendan!
Your company's name is well known here on the Brickboard and is implied whenever the "usual suspects" are mentioned.
Please accept the following as constructive criticism, to help your company have even better user satisfaction:
We see a fair number of cases reported here on the Brickboard where either an item was omitted from an order or a wrong or unsatisfactory item was received.
As far as I know, in every case the deal was "made good" by your company, but there is one area where a problem shipment can never be "made good".
That area is delayed receipt of sorely-needed items.
For example if I plan to work on my car over the weekend and you ship me several parts, and I find out that one part is wrong or defective only after I have the car torn down, this is a serious problem. I am retired now and also have several cars operational, but many of our folks need their cars for a commute and are not in a position to leave them torn down. For them this is a really serious problem that neither replacement nor refund can completely solve.
FCP has an excellent record in replacing incorrect or defective parts but there is no way that you can deal with the inconvenience of having a car torn down when you really need to be driving it to work!
Obviously FCP is NOT the only company with this problem, for example my wife came back from a local Mexican restaurant where we eat several times a week and ALWAYS tip at least 20% and are really friendly with both the waitstaff and the management. Nonetheless when she got home my meal was in the bag but hers was NOT and the manager himself packed the bag!
A motto that I have that has surely applied to my situation and many others that I have observed is, "Diligence will succeed, genius may not."
I urge you to have EVERY shipment checked to make SURE that when Jake gets out on his driveway in the hot sun to replace XYZ component on his only car, he has EVERYTHING he needs. In fact it would be really good if your order takers were sufficiently experienced to be able to tell from what was ordered if that was indeed everything old Jake needs to do this job.
Economic competition will make this difficult but in the long run, many of us don't object to paying a little more to make sure that we get it right the FIRST time.
Best wishes to you and your company. Long may the "usual suspects" wave!!
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George Downs, Bartlesville, Heart of the USA!