Auto Geek Bad Customer Service?

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xoulu

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Hey all

Here is my story

I order lots of stuff from Auto Geek on March 26.

Online Order #: 646513
Internal Order #: 970208

I got a email the next day saying I have to pay extra for shipping since I am in Alaska. I said that was fine and paid for the extra shipping charges. Got a email later saying one of the stuff has been back ordered and they will ship everything once it is in stock.

On April 4th I finally get a email saying it's been shipped.
I got it on April 8th and being in Alaska it was still snowing.

Finally Alaska weather is getting better and no more snow!
Took the stuff out and started to wash car. Found out that the Autogeek Foam Cannon HP had a leak. The leak is happening on the foam gun itself not from my power washer. I didn't want to take anything apart as I was afraid it will void my warranty if there was any. Emailed them on May 14th.

Got a response on May 20th asking where the leak was and I responded with the same thing I told them the first email.

On May 22th got a response to take a picture of it.

It started snowing again so I had to wait and when it cleared up I took 3 pictures and sent it back to them on May 27th.

(Just so everyone knows no real Customer Service Rep emailed me, it was all from their customer service email.)

Then on May 27th I got a response from Penny asking me to use some Teflon tape on the treads to stop the leaking.

I emailed her back advising that I really didn't want to mess with it but I will try what she asked.

The whole week it started raining so finally the sun was out and I did what she suggested. Emailed her back on June 5th advising that it is still leaking and I think it's a defect.

Did not hear anything at all and I sent a email on June 10th asking if there was any update and if I can get a replacement.

So did I do something wrong on my part?
Would you consider this bad customer service?

I will post pictures of the leak when I get home from work.


I am using a Karcher K5.540 and I have all the correct adapters etc. It's just the Foam canon gun that is leaking. I am currently using a cheap Lowes one that works ok but I want to get my money out of what I paid for.

Thanks for listening to me steam off.
 
xoulu said:
So did I do something wrong on my part?
Would you consider this bad customer service?

No, I don't think you did anything wrong, nor was this bad customer service. A lot of the delays was caused by weather (5 days snow/9 days rain). That's 2 weeks of delay that is not AG's fault. Did they replace the unit for you? If they did not and trying to give you the run around, that imo is bad customer service.
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Hate to hear that. My service from AG has always been beyond top notch. Maybe Meghan or Nick can help him out?

Sent from my DROID RAZR using AG Online
 
Rsurfer said:
xoulu said:
So did I do something wrong on my part?
Would you consider this bad customer service?

No, I don't think you did anything wrong, nor was this bad customer service. A lot of the delays was caused by weather (5 days snow/9 days rain). That's 2 weeks of delay that is not AG's fault. Did they replace the unit for you? If they did not and trying to give you the run around, that imo is bad customer service.
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+1
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I would call if you are able to. Talking with someone will take you further than emails
 
Evan.J said:
I would call if you are able to. Talking with someone will take you further than emails
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I agree on that too, after so many emails and not getting anywhere I'm not sure why you did not simply call AG. I'm almost positive this would not have escalated to this point if you called.
 
I have always had great customer service with AG

Hopefully we can get the issue resolved and figure what's going on when you post the pic
 
calling is your best bet. AG has awesome customer service. i got a bad pad once and they replaced it no question ask.
 
I'm in Alaska time so that's why I haven't been able to call. I will call them tomorrow during my lunch.

No replacement unit or help other then try the Teflon tape.

Thanks for all your comments!
 
My foam gun has been leaking just slightly since the beginning but I never thought about it bring defective since mine has a plastic connection to the hose.
 
I must say that my orders have always been fulfilled promptly and if there is a backorder, they also notify me promptly. Yesterday I sent an email to them about their Cobra window MF towels that I bought 2 months ago and are already starting to fray at the corners. Mind you, I only washed them twice using no harsh chemicals other than Stoner's glass cleaner. I have yet to get a reply from AG.

I'm sure I can call, but my time is limited. Maybe they need to beef up their customer email department.
 
Yea but I just want a replacement that's all
 
fwiw i always go to penny if i have a problem.not long ago i could not get any responses from the autopia side and e mailed penny @ag and no more problem
 
I bet an O ring fell out of it is twisted in the adapter. That's what caused mine to leak.
 
When I took it apart to put the Teflon tape on there was no ring or anything. I'll give them a call tomorrow to see what they suggest. I might go to Home Depot or Lowes to look for a ring if that will fix it
 
Just throwing this out there. If you got a reply related to customer service, it was indeed from Customer Service. You'll not just get a random reply from someone that is just reading email.

And along those, (Customer Service) lines, Penny is as far as you'll go on that mountain, the top.

Sure calling works, but well worded emails can be just as effective. ;)

Sure looks in your photo though like an O ring is missing. That puppy is shooting everywhere! :eek:
 
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