TR2/3/3A Terminally Underwhelmed at Moss Motors

[trrdster2000]

While I believe the response from Shawn was the correct way to handle unhappy customers, the unfortunate part of business is the person in customer service who thinks he has risen above the job of making people that spend their hard earned money at their place of business happy.Or they have directives that give them little wiggle room.
I have never been disappointed in the quality of Moss and regardlessof how much money I have spent, it was their mistake and I was being charged twice as much as the part for shipping.
I still recommend people check with them on price and availability, they are just not getting my money. My part turned out to be half from Vicky Brit, over ten years ago.
No one can appreciate all the effort that Moss and the others have put into our hobby and being a sponsor of the forum is great, but I did have a disappointing experience that surprised me.I had done my ’37 and two MGA’s before this, so it wasn’t like I was a nickel and dime customer, not that it should have any bearing on how one is treated. Sorry Shawn, …. Happens.

Wayne

 

[Andrew Mace]

While I completely agree with Andrew, often what is missing is the "marketing" of the more expensive product. Companies need to better explain the premium for the product, such that the value (not having to re-do it every year, for example) is realized. And perhaps said vendor of a high quality product needs to sell the cheapie version as well, such that they stay in business from high volume sales to suckers.

Again, Andrew is correct, and marketing may not work effectively.

To some degree, Charles Runyan of The Roadster Factory does this. But it's tricky for any vendor to say "hey, we sell cr*p that you'll replace again in a week, and we sell better stuff that'll last almost as long as that original equipment bit you're replacing, but it costs a good bit more" in a "polite" way.

 

[Geo Hahn]

...it's tricky for any vendor to say "hey, we sell cr*p that you'll replace again in a week, and we sell better stuff that'll last almost as long as that original equipment bit you're replacing, but it costs a good bit more" in a "polite" way.

About the only vendors I know that routinely do that supply VW parts - where there are OEM German parts still being made and sold alongside much cheaper parts from the other side of the world. In that case, there is a big market for both.

The demand for many TR parts is already small - harder still to parse it finer with 2 levels of quality (though good when it happens).

 

[glemon]

You hit the nail on the head about marketing, but the way Victoria British and Moss do it for most parts you have a reproduction of the factory parts diagram, a part number, and a price, you are probably buying it sight unseen, so you have nothing to compare but price, all other things being equal, or at least unknown, so low price wins with many customers.

I know the Triumph parts market is too small to support this, but Advance Auto has a choice clearly marked "good" "better" and "best" for brake pads and such for late model cars, it is nice to have a choice like that, even though there is certainly a bit of trust me factor as to whether the description of quality is accurate.

 

[doc50]

Great posts from y'all.
At his request, I have emailed "Shawn at Moss Motors" and now look forward to seeing what Moss may change... seminar or training-wise so Moss customers out here can continue to confidently attempt to feed our dreams!

Thom
1959 TR3
#TS34909L(O)

 

[PAUL161]

I've been dealing with Moss since 2005 and only one time did I receive a part that wasn't correct. A phone call corrected this, a correct part was sent and all turned out well. When a distributor deals in thousands of parts, which can come from various parts of the world, these type of scenarios are to be expected. You have to remember, if it wasn't for people like Moss, you would be making some of these parts by hand. I've been down that road restoring some very rare cars and even had to have a machine shop make a part for me as none were available. Be thankful we have Moss as one of our suppliers, their good people and if you treat them right, they'll go out of their way to make you happy. I've had a set of TF side curtains on back order for a couple months, due to one door frame and as soon as they come in from the manufacture Moss will send them to me. Patience is the virtue and needs to be remembered. Thank goodness for people like Moss! PJ

 

[doc50]

I started this thread, so I (maybe) will finish it.
I've been a Moss customer for at least 35 years, I have rebuilt 6 + cars, using Moss for the parts.
The recent misunderstanding I went through with Moss has been well acquitted, and they were very dutiful in their explanations about how our faux pax happened in the first place.
They assured me that they have made procedural changes and have used our bad experience as a 'teaching moment'.
I have been happy with Moss in the past and, because of the efforts of several people there, am again a customer.

Just sayin'.

Thom
Triumph TR3
#34909L(O)

 

[Crankshaft]

Good for them, and good for you.

 

[Got_All_4]

I've got 4 LBCs and ordered many parts over the years from all 3. I've never ordered directly from Moss and fortunate that I have a local Moss distributor 10 miles from my house and mainly order parts that I need quickly thru them. However I've ordered from TRF and VB too over the years and prefer TRF over all. I go to TRFs summer party almost every year and hear a lot of great stories about TRF and why the people come to help support them. A lot have a story to tell where they were disenchanted with another vender and then found TRF whom they stay with.
Now I have gotten poor quality parts from all (TRF only 1) and all have resolved the issues. Some with a little twist of the arm though and I have to say that this is not the only place (BCF) I 've heard disappointment about Moss's customer service. It's like that monopoly thing when your the biggest and badest their arrogance comes thru. That even spills over to the Moss distributors too who say they order from all 3. Can't tell you how many times I heard if Moss doesn't have it you can't get it. Even though I know better.
Lets be thankful we have these distributors to supply us with the parts we need to support our hobby. Also lets all hope that they are all listening to their customers who provided them with I'm sure an excellent livelihood. I tell my customers to let me know when I'm not doing my job well and also when I do a good job. Lets do the same!