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Am I the only one?

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I was bitten a little by a rude response on the tech line from the unnamed company in Armagh when I last called about a steering rack for my TR4. I wasn't happy about it, but I realized there weren't many other places in the U.S. where I could even have an intelligent conversation about the parts - and even though I didn't like the experience I got the information I needed.

I'm actually still a happy customer of that little eastern Factory, but I also use Moss a lot and BPNW has always done well for me with high quality parts. If I need something in the future I will go back to any of the vendors if they have the part I need, no matter what - be it rude service, late, whatever, just get me the part so I can be on the road and those vendors can stay in business to keep me going.

Randy
 
I have had some of the product delivery issues that have been reported here, but I have not had any of the "attitude" problems. Maybe I have not talked to the right people.

My issue has been with the poor quality of some of the small detail parts that are highly visible when looking at the vehicle. This is simply poor quality control in manufacturing and material selection. I assume they are made in China and it shows.

In particular I ordered a wiper switch knob and the lettering was only half there. I also ordered a walnut shift knob and it is some strange reddish color, not like any walnut I have ever seen. Yes, these are little things but they are very important to the end look of the car. It is called "attention to detail" and I expect that from any company providing parts for restoration of collector cars. I did complain when I made my last Internet order to Moss, but was ignored.
 
I have dealt with TRF for a number of years. I try to use them as much as possible, but not exclusively. I know several of the employees and find most to be very good and entertaining.
It is up to the employee on the phone to always be as professional as possible, period. I have worked customer service in the past and have to admit that I would never do it again. Dealing with the public has got to be one of the worst jobs available, especially over the phone. The telephone can make some people brave or stupid (or both) in their talk and short on their fuse.
Many of the TRF employees have been in the business for a long time. I can't speak for them, but personally, I would have built a wall long ago to allow myself to deal with the undesirable phone calls that would come in during the day.
As a customer, I try not to light the fuse with the employee and try to keep in mind that the last customer who called in may have done just that. I always try to be prepared for the matter at hand and be articulate when trying to convey the information.
Just as on this forum, some people will ask questions that are very vague and it takes a little tooth pulling to find out what they are talking about. To deal with that on a daily basis would be very irritating to me.
I know your tech guy pretty well. I can hear him responding in the fashion you described. But I also hear his sense of humor in there. He really is a great guy when you get to know him.
 
I am reluctant to chime in , we're walking a thin line. I tried to contact the owner directly and by E-mail with no response.
Perhaps he is unaware of any difficulties, particualy with backorders.
They are the only Company I have dealt with the last few years and just this season I've been forced to buy elsewhere.
 
That's the thing. Even if you wanted to support them, you can't if your items aren't in stock. I hadn't bought from them in a while, so when I needed a clutch I thought I'd give them a try. No TR-4A clutch kits in stock! What bother's me is that it's not just the unusual or high priced items they are out of, it's the "normal" parts you think they would have ready for spring.
 
Obviously they are the ones walking a thin line--with their customers. The owner is well aware of the back order problems and hasnt done much about it for 20 years, other than the fancy newsletters telling how great everything is.
 
Just my 2 cents, but I've dealt with BP Northwest, Advanced Performance Technology, VB, Moss, and Little British Car Co. I really like the tech support you receive from APT and/or Moss. Moss Tech Support has, IMHO, gone out of their way to help me identify parts and to make sure I've gotten exactly what I needed. It's ashame the VB doesn't offer this service, it's really invaluable.

LBCarCo is a great bunch, I've bought a lot of parts through them, and I can't say enough good things about BP Northwest.

Now, I too have encountered a few minor problems (back order, wrong parts shipped, etc.), but everyone I've dealt with above has been great at working to resolve any problems and I personally would highly recommend them.

Customer Service is key to any successful business. If any company doesn't provide this service, I personally will not deal with them. I've never found any one parts supplier that "exclusively" carries a part. If they can get it, so can another supplier.
 
Just think. You could be buying your parts from Wal-Ma and you know where all the parts would be made.

BTW the last order from TRF I asked that if it had to be backordered please notify me. Well it took a week but I did receive a letter stating the part was back ordered and wouldn't be available for a couple of weeks. When I called to cancel my order they were very friendly and understood why I was canceling. I needed the part now. If I hadn't I wouldn't have minded waiting. Also try and get the detailed diagrams that TRF has from the other 2 major outlets.

Just my 2 cents worth. Thanks /ubbthreads/images/graemlins/yesnod.gif
 
Waiting a week to find out your part is on backorder doesn't cut it with me. I never order online from them because of that. At least on the phone you can find out right away. That's one thing I like about VB online ordering. It tells you what's in stock and what isn't.
 
[ QUOTE ]
Waiting a week to find out your part is on backorder doesn't cut it with me. I never order online from them because of that. At least on the phone you can find out right away. That's one thing I like about VB online ordering. It tells you what's in stock and what isn't.

[/ QUOTE ]

/ubbthreads/images/graemlins/iagree.gif If you order online with Moss, by the next day you will get an e-mail listing everything that's being shipped, and what's on backorder.

One time I ordered online from TRF on a Saturday, on Sunday I realized I forgot a part (floor pan). I entered another order on Sunday, with instructions to add it to the other order so I would get the free shipping, as the order was well over the $600 that got you the free shipping. Actually, it was over $2000 with the floor pan. I called up Monday morning to make sure they would include the second order with the first. I was informed that since there were two seperate orders, I would have to pay shipping charges on the second one. Now, mind you, this was over the weekend, and I called early enough on Monday that putting the two together shouldn't have been a problem. "We have our rules"...I asked to speak to the saleslady's manager and was told that "he wasn't available". Well, in that case I'll just have to cancel both orders. Within twenty minutes, I got a phone call from TRF saying that combining the two orders wouldn't be a problem. Great. About a week later, most of the stuff came in, but one of the items that was backordered, was THE FLOOR PAN. /ubbthreads/images/graemlins/hammer.gif All that non-sense over something they didn't even have in stock. I cancelled the floor pan, as Moss had it in stock. So I wound up paying shipping on it anyway. /ubbthreads/images/graemlins/eek.gif
 
I have driven Triumphs and MG's as daily drivers since 1968 when I bought my first used Spitfire. Once Triumph and then British Leyland left me high and dry, I've used all the major and some minor LBC suppliers. TRF has never been big in the fringe Triumphs that I've owned, the Spitfire and the TR-7, but I have always wanted to support them because of their quest for retaining quality and originality. Whenever possible, I check them out when I need to order parts.

The biggest problem I've confronted is the fact the parts I need are often out of stock. Using my cars as daily drivers mean the back order petrifies and annoys me. More often than not, I have to turn to Moss Motors or Victoria British (Or Wedgeparts or the Wedge Shop for my TR-7) in order to keep my car on the road.

I have been treated both courteously and brusquely by the tech line at TRF. Of course, at least they have one!

Jeff
 
this might be a little off topic, but since i'm restoring a gt6, the thing that annoys me most is that everyone leaves the gt6 high and dry for parts, since it's "rarer" and less "cool". also, alot of parts are direct swaps between the spitfire and even tr6, but they still aren't included as gt6. oh well, i guess that just means i have to be smarter.

a little off topic, but where does BPNW stand as far as quality? they are located within a half an hour and i was hoping to get alot of my parts from them and skip shipping prices...
 
You can't go by & pick up your parts at BPNW -
I was told that they're "mail-order" only.
It has something to do with the IRS rules,or something like that.

- Doug
 
In fairness to TRF, they have always been very fair and responsive to any request that I've had to add on to an order as long as it was possible. Through my own fault, I have forgotten items and had to call back to add them on and it has never been a problem.

Again, in dealing with Dave and Dan, I've found that they will suggest additional parts that I've missed when ordering components that are key to the installation and they saved me headaches by doing so. That you will not get from an order placed over the internet.

It seems that by using level two, the problems have been eliminated for me, with the exception of never getting a reply from the owner, which I feel is ridiculous in this day and age. Particularly when I get an email nearly every week asking me to by more products from his company.

All in all, I do like the company and hope that they do well. I just hope that the proper individual gets the message and corrects the attitudes and adjusts his personal policy of non communication with customers requesting a few minutes of his precious time.
 
Flinkly-

I've been very happy with BPNW - good quality parts at very competitive prices, quick shipping (to Texas, anyway), good service - just more limited in what they offer than the other big vendors.

And, in hoping that this thread dies a quiet death, I will soften my previously more negative note earlier - I've had troubles really with all vendors at one time or another - but all of them solved the problem to my satisfaction. I just don't understand why they don't immediately realize I'm their most important customer!

Seriously, to each his own here, but I think we all should be thankful that we have a few choices out there still for parts.

Randy
 
I think there has been enough said about vendors. For every one of you that has a problem with a vendor, ten of us like them, otherwise they wouldn't still be in business. If you don't like the way you have been treated by any certain vendor, hey, it's still a free country - don't call them anymore. Real simple. Everyone knows that if it weren't for the LBC vendors, we would all be restoring Datsuns.
Let's move on to other things.


Bill
 
[ QUOTE ]
this might be a little off topic, but since i'm restoring a gt6, the thing that annoys me most is that everyone leaves the gt6 high and dry for parts, since it's "rarer" and less "cool". also, alot of parts are direct swaps between the spitfire and even tr6, but they still aren't included as gt6. oh well, i guess that just means i have to be smarter.

a little off topic, but where does BPNW stand as far as quality? they are located within a half an hour and i was hoping to get alot of my parts from them and skip shipping prices...

[/ QUOTE ]

BPNW is British Parts North West. Another option for GT6's and Spitfire's is https://www.spitbits.com/

A friend of mine has recently restored a GT6 and had good luck with them. You do still have to play the cross reference game sometimes though.

/ubbthreads/images/graemlins/cheers.gif
 
I have orders lots of parts from them and for the most part got my parts within a week or two. Seems to me when you call someone, anyone and you have an attitude up front they get an attitude too.
 
Unfortunately, I have to agree with LearJeff. I'm really not trying to pile on, as they're always two sides to a story. But I do def. feel as though an attitude is reflected as if they're doing me a tremendous favor by letting me order from them (or ask them tech. questions). And this is with me being very polite and acknowledging that they are busy. Furthermore, if I had a dime for every part that was not in stock, my TR6 would be completely restored by a professional. Also, I must add this: I have been let down many times on tech. advice that was missing vital info. Now, I understand they're busy, but you can't have an advice line if you're going to do it half-hearted and leave out very obvious info.(in hindsight, after I've started the repair) that is vital to a very novice mechanic like myself. This place has become my last resort, as I've found a midwest company to be much more efficient.
Sorry, Bill, I didn't see your post about closing this out. I respect the vets. here, and wouldn't have posted had I seen that at first.
 
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