Lack of response from AG

I had placed an order and later decided I wanted something added while the sale was still going. I emailed customer service to try and have it added to my order, but was instead told it was too late and the sale had ended, but they would still honor the price if I wanted the product.

I replied saying that’s great, send it my way. I waited a week for a reply. After another 4-5 days I emailed them asking about the status, to which I got no reply. I waited a few more days and then sent them another email telling them to not send them out.

I found it very odd to get a timely response to my first email only to have them go dark on me after that.

I still order from autogeek whenever there’s a good sale going, and enjoy supporting them, but that was a very unfortunate experience with their customer service, and also the first and last time I’ve ever bothered to try and contact them.

I guess the fact I’ve not needed to contact them speaks volumes as well, though.


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There may be issues with emails from time to time, but one thing NO ONE ever complains about is the great service they get when they call. So pick up the phone, they are really nice people and always go out of their way to make customers happy. Think of this, back before Al Gore invented the internet, one had to call a company to place an order or get customer service!
 
Jaretr1 said:
There may be issues with emails from time to time, but one thing NO ONE ever complains about is the great service they get when they call. So pick up the phone, they are really nice people and always go out of their way to make customers happy. Think of this, back before Al Gore invented the internet, one had to call a company to place an order or get customer service!
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I appreciate your sarcasm but if you read some of the earlier posts you will see that I'm not the only one that has never had anybody answer when I call.

I'm not trying to bash Autogeek as a whole, and it's not a personal attack on the great people that work there - it's meant to be constructive criticism to help them improve an already great company!

To take a page from your book, think of this - before everybody was worried about hurting someone's feelings businesses could actually be given tips on how to improve, such as "If you provide a customer service email you should answer it"

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I too have recently become frustrated with the total lack of response from Autogeek. I recently made 2 attempts at messaging them to get some questions answered and have since been completely ignored. So frustrating!
 
for future reference in this thread, here's some contact info below which will get an immediate response... :xyxthumbs:

call us toll free at 1-800-869-3011 from 9 am-6:00 pm EST, Monday-Friday, and 9 am – 4 pm on Saturday.
 
VISITOR said:
for future reference in this thread, here's some contact info below which will get an immediate response... :xyxthumbs:

call us toll free at 1-800-869-3011 from 9 am-6:00 pm EST, Monday-Friday, and 9 am – 4 pm on Saturday.
Click to expand...

Hello "Visitor" and thank you for your assistance. Just a thought, could we post your message including the 1-800 number as a "Sticky" to be permanently posted at the top of this forum as there does seem to be a fair amount of disappointed posts regarding customer service.

A single posting (as it is posted here) will be fairly quickly lost as other posts will cause it to be pushed further down the historical list.

Thank you kindly again for getting involved and caring enough to help resolve this issue!
 
DetailKitty said:
Personally if I've had to contact AG I just call. I get someone right away and my issue/request is taken care of.
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This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.
 
mwoolfso said:
This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.
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I completely agree with the above. However, that being said there are 2 core fundamentals to to any customer service experience and they are:
1. Responsiveness
2. Professionalism

I'm sure some of the people airing their concerns here ultimately had their issues resolved, perhaps by telephone.

There is absolutely no legitimate reason for completely ignoring a customers inquiry, no matter the medium used, (email, written letter, telephone, etc.).....none! I think that's what most here were venting about.

No doubt, the impression the customer receives is indeed one of frustration and confusion and an overall poor experience.
I am absolutely positive that Autogeek does not intend for that to be the case. They must however, do a better job at prioritizing this aspect of the business.

For the record, after I made my initial posting on this matter, I was promptly contacted by a Customer Service representative and am expecting resolution shortly.
 
Sonic Pilot said:
I completely agree with the above. However, that being said there are 2 core fundamentals to to any customer service experience and they are:
1. Responsiveness
2. Professionalism

I'm sure some of the people airing their concerns here ultimately had their issues resolved, perhaps by telephone.

There is absolutely no legitimate reason for completely ignoring a customers inquiry, no matter the medium used, (email, written letter, telephone, etc.).....none! I think that's what most here were venting about.

No doubt, the impression the customer receives is indeed one of frustration and confusion and an overall poor experience.
I am absolutely positive that Autogeek does not intend for that to be the case. They must however, do a better job at prioritizing this aspect of the business.

For the record, after I made my initial posting on this matter, I was promptly contacted by a Customer Service representative and am expecting resolution shortly.
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I completely agree with your assessment. I have actually had 3 bad dealing with their customer service. All 3 were eventually taken care of satisfactorily, but no real apology! As for the telephone number - 2 of the times I had issues included ignored phone messages as well.

I'm not trying to bad talk them, just pointing out the same thing I have in the past - They have a great business, but they must vastly improve their customer service if they want to last... I have actually started buying many of my items elsewhere unfortunately.

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mwoolfso said:
This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.
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^^This^^

In a perfect world, all cyber communications would be instant. But, nothing is perfect. AG is expanding, but nowhere near the speed of it's growing customer base.

I see this as a great thing in the form of many new members joining the forum. (And most likely thousands of lurkers we will never see :/ )

AG is hardly the Mom & Pop corner store, but not IBM either. IMO, handling all the emails in a certain day would be extremely taxing at best to AG customer service, and impossible at worst.

So, try and give these guys and girls a break and pick up the phone while they continue to expand and grow.
 
PaulMys said:
^^This^^

In a perfect world, all cyber communications would be instant. But, nothing is perfect. AG is expanding, but nowhere near the speed of it's growing customer base.

I see this as a great thing in the form of many new members joining the forum. (And most likely thousands of lurkers we will never see :/ )

AG is hardly the Mom & Pop corner store, but not IBM either. IMO, handling all the emails in a certain day would be extremely taxing at best to AG customer service, and impossible at worst.

So, try and give these guys and girls a break and pick up the phone while they continue to expand and grow.
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I think most customers would be fine with a slight delay in responsiveness. What seems to be a common thread here is a complete lack of any response at all.

Running and managing the day-to-day operations of a busy (and expanding) business can be very taxing on the staff. However, the business must not lose sight of the core customers that were instrumental in getting them to this point, and most likely beyond!

Managing a business' growth involves also maintaining a certain level of customer service, including the ability to continue to grow the customer service "in-sync" with the demand of the expanding business. It is not excusable to allow customer service to significantly drop because "we are busy expanding our business." if they do, they may become very surprised at how quickly that business goes to the competitors!

Don't get me wrong....I LOVE Autogeek! Some growing pains may be going on here. Just need to be very conscientious about how to effectively manage the customer experience throughout this expansion phase. They'll get it. But positive and constructive feedback is a very valuable tool. As good customers, we owe it to 'em!
 
Sonic Pilot said:
I think most customers would be fine with a slight delay in responsiveness. What seems to be a common thread here is a complete lack of any response at all.

Running and managing the day-to-day operations of a busy (and expanding) business can be very taxing on the staff. However, the business must not lose sight of the core customers that were instrumental in getting them to this point, and most likely beyond!

Managing a business' growth involves also maintaining a certain level of customer service, including the ability to continue to grow the customer service "in-sync" with the demand of the expanding business. It is not excusable to allow customer service to significantly drop because "we are busy expanding our business." if they do, they may become very surprised at how quickly that business goes to the competitors!

Don't get me wrong....I LOVE Autogeek! Some growing pains may be going on here. Just need to be very conscientious about how to effectively manage the customer experience throughout this expansion phase. They'll get it. But positive and constructive feedback is a very valuable tool. As good customers, we owe it to 'em!
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Well said, and true.

But, you can still dial the phone number...........:xyxthumbs:
 
PaulMys said:
Well said, and true.

But, you can still dial the phone number...........:xyxthumbs:
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Did you completely miss my posts about phone calls not always working? I even mentioned it in the post directly above yours!

Constructive criticism IS how a business makes it in today's competitive world. If everybody "gives them a break" by not pointing out problems it would be very detrimental to the longevity of the company.

I am a former business owner so I speak from experience - businesses NEED feedback!

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VETLAG72 said:
Did you completely miss my posts about phone calls not always working? I even mentioned it in the post directly above yours!

Constructive criticism IS how a business makes it in today's competitive world. If everybody "gives them a break" by not pointing out problems it would be very detrimental to the longevity of the company.

I am a former business owner so I speak from experience - businesses NEED feedback!

Sent from my SM-G955U using Tapatalk
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Yes, I must have.

I'm not usually reading threads like this one.

I surrender. I'm sorry you have had a bad experience. I believe that you have had this experience. It is not typical, and sorry it happened to you.

I will leave you to endlessly complain about AG, while I enjoy them. Again, sorry for any misfortune you might have had.
 
Sonic Pilot said:
Hello "Visitor" and thank you for your assistance. Just a thought, could we post your message including the 1-800 number as a "Sticky" to be permanently posted at the top of this forum as there does seem to be a fair amount of disappointed posts regarding customer service.

A single posting (as it is posted here) will be fairly quickly lost as other posts will cause it to be pushed further down the historical list.

Thank you kindly again for getting involved and caring enough to help resolve this issue!
Click to expand...

i can't make it a sticky, but i started a separate thread in which i hope helps those in need... :xyxthumbs:

Autogeek.net Toll Free Number for Immediate Assistance 1-800-869-3011
 
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