Angie's new car......

[Tuga2112]

For anyone looking to get new shocks, I ordered a set of GAZ today from Balance Motorsport. Not only are they the cheapest I could find on a reasonably quick google search, but I got a phone call back within half an hour of placing the order and spoke to Julian.

He wanted to make sure that I was ordering the correct parts for my car, and was I aware that the spring platforms do not take 'standard' coil-over springs. I assured him that I was happy with the spring platforms as I will be using OE spec springs.

I was impressed that they wanted me to be happy with what I'd ordered.

He also said that GAZ shocks are made to order (on these ones anyway) and that the lead time is about 6 weeks, and wanted me to be aware of that. I assured him that was fine (and is why I am ordering them now, not later on).

Bloody good customer service, I say! - so far, I can only say good things about them.

so, as i mentioned yesterday,, i ordered the same set as soon as i saw this message, today at about 5:30 i got a phone call from them but my interaction was completely different.

First of all, the tone of voice of the fella ( who didnt identify himself ) was... frustraded at least, but if we were at the pub discussing it, i would describe "pissed off". DONT GET ME WRONG, the words used were perfectly pleasant and professional, but its the between the lines that im refering to,
so, after a strange tone of voice alerts my "spider senses" i am told that my transaction has "some problems" because "GAZ increased their prices by 8%" and they "havent updated the prices on the website yet", and because i used a discount code which aparenty was meant to expire on sunday night the price that i paid was actually less than the cost of the coils by about 50 pounds.

now a small note on discount code, all ive done to get this discount code was google "balancemotorsport discount code" the first website comes back and gives me a list of discount codes feed by the comunity, so i tried a few and one finally worked

i was then given the oportunity to have my order canceled, or pay off the difference of the discount code to complete the order,

so, i agreed to pay the difference that the discount code gave me in order to get things moving forward.

I was also informed about the 6 weeks wait period, and that postage had to be done to my credit card address in Walsall instead of my secondary address in Durham. (which is also funny as the fact the website allowed me to select different adresses for billing and postage)

now, admitedly, I suspect he was losing money with Dave's purchase on sunday because he didnt update the prices before Dave bought he's set. then the next day someone else comes along and buys the exact same items before he updated the prices, and uses a discount code that he expected to be rejected by hes website.
its understandable a retailer being frustrated with the situation, And i do find the resolution agreed on to be the most fair on the retailer, however what upsets me is that both discount code validation and website prices are issues between the business and the website management, I am a computer literate user taking advantage of the publicly available tools to find discount codes that companies use to differenciate between customers.

I just want to highlight this is not the first, or second or even the third time that someone in the LEC comunity has a very positive customer experience with a company, and sometime later, I contact the same company to purchase the exact same item and my experience is considerably different.

As An imigrant, i cant help but to wonder if the name on the credit card said "Peter James" or "Dave Smith" i would get a different treatment.

[chrism]

"As An imigrant, i cant help but to wonder if the name on the credit card said "Peter James" or "Dave Smith" i would get a different treatment."

No...don't think like that Tuga. Most 'professionals' you expect to be decent, but there are some Thargoids from a completely different multiverse who just cannot help themselves when it comes to rudeness. No-one else can help them either...

In Oct'22 I paid for a courier 'return to manufacturer' delivery because an m100 part had been wrongly manufactured (no return slip was offered and the parts were actually lost by the courier - but that's another story...) and the response from one of our major, esteemed, dealers was "Ha, ha what do you expect (from that courier) then?" That same person, when I earlier pointed out that a prof mechanic had stated why they were wrongly constructed said (words to the effect of) "You wanna get a decent mechanic..." So then when I sent pics of my part compared to the part they pictured on their w/site it was "Oh well you'd better send it back then". There was no return advice offered regarding choice of courier; the parts subsequently disappeared...

I vowed never to support either of those enterprises again (unless absolutely necessary). And I haven't, so far, being a recent RockAuto fan...

Perhaps we shouldn't 'clog up' dapinky's thread, but I think he'll understand that this is an evolution that needs to be considered by all of us.

[dapinky]

These sort of posts make me feel a mixture of sad, indignant, and thankful......

Joao, I am sorry that you had a bad experience with a company that I had a good experience with just a day previously - and I am sad that in the modern world, you feel that part of the problem is maybe because you hail from a different country.
Not just in this case, but it highlights that there are still those who feel disadvantaged in the UK based on such circumstances.... and this is the sad part.

I wouldn't expect that to be any sort of the case, as a business, the company must deal with people all round Europe, and probably around the world..... and certainly they stock and sell items which are imported.

I would expect that it is a purely financial issue, and they don't want to lose money.....

Although I looked for an online discount code, I didn't find one quickly, and decided that it wasn't worth my time and effort to dig too deeply for one.... the price was already cheaper than anywhere else, and lower than GAZ 'official' prices anyway..... I was saving £20+ a corner over the cheapest AVOs I had seen (I know it doesn't work like that as AVOs are the same price whether front or back, and GAZ are cheaper for the rear, so I was saving more on the rear, less on the front!!!).

Anyway, maybe they had realised that my order wasn't making them much profit, and they needed to revise their website pricing, but they can cope with it.....

.....and then they get another website order which could actually cost them money (None of which is at all your fault, as you simply took advantage of their commercial offer) - maybe they thought it would start a whole raft of orders, each one costing them a few quid, and they didn't like it - who knows?

I would expect their profit on these to be quite small, but I don't know the exact numbers.

In my experience, any company which regularly offers 'discount codes' - Yes, I'm looking at you, EuroCarParts , Opie Oils , need to be treated with some scepticism when it comes to pricing - a bit like asking the question of "Who has ever bought a sofa from DFS/SCS etc at listed price?"

Likewise, if you can find a generic 'discount code' online, then the company are overpricing their items in the shop window by that amount (RockAuto?). But a code which works only on a specific item/range always feels like you've found a bit of a bargain.

I didn't spend an inordinate amount of time trying to find a code which would have brought one of their competitors listed price down to a couple of quid cheaper - as it all takes time, and for a small amount isn't always worthwhile.... that said, I do tend to find the cheapest (with comparable service times etc) and then see if a code applies.

Anyway, I really hope that your poor experience isn't their standard level of service, and that my good experience is


Chris,

As for your experience, you don't mention names, BUT there have been a few mentions (mainly on Facebook) of some poor "customer service" from some of our recognised traders......

.... again, I can only go on personal experience. I have always enjoyed great service from Steve (and now Chris as well) as SJ's...... also from Phil (and Jamie) at SWL....... also from PNM...... and always did at Paul Mattys. EDIT:- Please see separate post about the "Customer Service" from James at SJ's (backed up by Steve) where it was either shockingly bad or non-existent depending on view! - no longer on my list of "approved" suppliers, and actually falls into line with other recent experiences alluded to in this paragraph!

I have heard good things from people who have used Matt at Lotusbitz, but have no experience there.

Oh, I ought to mention that service from Bell & Colvill and Stratton Motors has always, always, been exceptional

I know that people are often quick to complain and slow to praise, BUT from the sounds of your interaction, it appears that you were treated very poorly.

(I don't even think that such things are based on how well you know someone, how much you spend, or anything like that - just the difference between a good day and a bad day). I have been using Lotus specialists (and main dealers) on and off since 1980, and I have had occasion to have a few words with Phil on just 1 occasion - and nowt else..... it was a matter which was quickly resolved, and we went and had a pint in the bar at Donington.

Steve has had a few 'bad press' situations on FB, and was even removed from the "approved supplier" list by one Group because of an issue between the Admin as a customer, and the Seller.... and they have a long-standing association.

So, as I say, it makes me sad to see these things, and can only say what I see...... I hope you both get to see beyond a single interaction, BUT I fully understand the desire to shop elsewhere, if you can.

[Rusty Wishbone]

We are mainly buying from small businesses in a cottage industry, so experiences are always likely to be inconsistent. I must say that I have generally been very happy with suppliers, the main exception being the dangerous Samco hose in a group buy a few years' ago. I might be in the early stages of problems with one prominent Lotus parts supplier, but I'm not going to mention them here because they might be about to resolve a problem very satisfactorily.

[chrism]

...but please furnish details after the outcome. We are paying premium prices to these suppliers and should expect to be treated with decency and respect...

[dapinky]

I agree with the above comment, on a number of levels it is good to hear of both problems encountered, and how (if?) they are resolved.

Whilst I am always quick to say "I have had no problems with......", I am aware that others may have had, or will have, some.

Much like the issue with the shock absorbers - I couldn't rate the experience highly enough, but Joao had a completely different exchange, just a day later. - Clearly, only one of these could be considered their "usual" standard of service - and it will take a far greater sample size of 2 to see what it is!

When it comes to Rock Auto, I have yet to hear of a bad experience.... but there surely must have been some?

SWL & SJs have both had a mixture of "reviews" over the years (or more recently) - but as they have us somewhat over a barrel as far as parts supply goes, they *may* be able to get away with it..... BUT, again, I can only speak as I find.

Human nature is such that we are quick to criticize, and slower to praise - which is why any review websites seem to have either 1 star of 5 star ratings - no-body bothers to leave a review if everything went as expected, advertised and without delay - that is just doing what they should. That is why I rarely leave feedback on Fleabay.... unless something arrives in record time, or they have really gone the 'extra mile' I refuse to do so - anything less than 5 stars can hurt their business profile, and I have to explain why I am rating someone at 3 stars for doing exactly what they said they would do???? How is that right????? Very few deserve a 5-star review (and they get one from me), and I am not going to give it to everyone, as that does nowt to highlight the really good ones.

Anyway, whilst times are tough for everyone, there is no need to alienate customers due to a poor attitude.

We all accept that things can go wrong are are out of anyone's control.... even that humans make mistakes, so getting a left-handed screwdriver when you ordered a right-handed one is just "one of those things" - it is what happens next which really matters. Sometimes, a delay for an item makes a big difference, sometimes it doesn't..... but an offer to "get one in the post today" sounds far better than "I don't know when it'll get posted"...... which is better than "You have to wait a fortnight to see if it turns up."..... which is better than "Not my problem, mate - sort it with the post office."

In the modern Global economy, when a parcel of cheap parts will arrive on my doorstep from America in 72 hours, or an item "made in China" can be ordered for 15% of the price of a similar item in stock in the UK, if you accept that you will have to wait a couple of weeks for it, then the days of being stuck with only one option are dwindling, and will soon be long gone..... along with the memories of "I rue the day when ***** closed down - he was a bit of a bugger, but he always got me the bits I needed".

On a personal level, this is the first time in a while that I have had to do a "big shop" for parts, and am using a variety of different sellers for my needs - some I have used before, others I haven't - and it is always good to hear how someone resolves an issue before I award them my custom

[dapinky]

A bit of a mixed bag of fortune over the past week....

..... I ordered a new battery last Wednesday, I used Tayna as I always do, as I have always had great service from them, and good pricing - with next-day delivery.....

..... well, the 'next day' bit was a tad optimistic as it arrived this morning (I know it missed the cut-off time on Wednesday, so ignoring that day, it should have been collected by DHL on Thursday and delivered Friday.... I had an email saying that there was a delay in collection, and it will be delivered next working day..... which was today.... so not great, but not really a major disaster either.

With proper power to the car I could check things a bit better than I did with jump leads - I still didn't want to risk starting it as it had been standing for 6+ years and I don't know the history of the belt. Perhaps as well, really, as I started the belt job today and discovered that the alternator is seized solid.

I have ordered an Impulse unit from Rockauto, and I know it may be bigger than the Elan one, and awkward (if even possible) to fit - but I thought I'd try it.... if all else fails, the internal parts will come in handy for a rebuild at some future time.

On another note, one of the headlamp pods is a bit reluctant to rise up - it may need a bit of lube, or new bits inside, but that is something for the future (I have a rebuild kit on the shelf anyway, if required)..... oh, and one of the dipped beam units has a broken lens. All light work though, except the hazzards - another job for the list.

I have fitted a remote boot release and gas struts, and that all works - so some good news!

The carpets are all cleaned (pressure washer, carpet shampoo, scrubbing brush and Vax to suck most of the water out - rinse and repeat until the water came out clean, then hang them up to fully dry).

I will refit them this week (maybe!) as the underfelt has now been replaced with 10mm closed-cell foam. I remembered to drill some small holes to let out any water which does settle, but there shouldn't be very much - did some holes in the boot as well.

I fitted a switch in the glovebox to short out the black and black/white wires at the ALDL plug so I can switch into and out of 'service mode' whilst Elanscan is running - not needed very often, but is worth it just for the convenience if I want to use it.

I noticed that the boost gauge has a lot of light coming through (as many do), so I'll have to search through the boxes for the one I took out of my car when I fitted the Metal Monkey faces. The oil pressure gauge doesn't illuminate, but no big deal.

Oh, and there is a cable exiting in the glove box which I don't know where it goes - I think it's something to do with the stereo and subwoofer/amp but will worry about it later - I didn't even see if the radio works - that can be another job for the future.

The bottom pulley bolt was one of the tightest I have undone - the impact wrench wouldn't do it, so I resorted to the double 10" extension bars, supported on an axle stand, and a long tommy bar.... it came off with 17st of weight on it! (It was tight enough to snap off one of the M6 bolts which hold the long bar which holds the pulley still - so I'll have to either sort out the snapped bit, or fit the bottom pulley off the spare engine..... tomorrows job!

That's about it for now (I've been busy for a week, but it doesn't sound like much.... such is project creep, I keep finding other stuff to do on it).

[Rusty Wishbone]

That lot would take me about 3 months to do! I think that you are doing great. I'm enjoying reading your updates.

[JonLake]

Really good to hear that she's doing so well. Thank you for looking after the old girl!

J

[dapinky]

Jon,

It's testament to the way it has been previously looked after- the only problems so far were removing the top wishbone to ball joint bolts - but I was expecting that and bought a new pair of ball joints anyway.

Everything is covered with a healthy level of waxoyl (or similar) - not just slathered on, but a nice coating. So when i strip any parts i am de- greasing them in the gunk tank, then washing them off, treatment of any minor rust with phosphoric acid, then painting with epoxy chassis paint before reassembly and then will dinitrol it as I go.

All bolts are being replaced, just as a matter of course, not because they desperately need it.

However, it is going to go on the back burner for a while as I am being released from the hospital today with instructions to do nowt at all for as long as it takes!

[TorqueHorse]

Oh no, hope it's nothing too serious and you are able to get back at it soon!

[dapinky]

Oh no, hope it's nothing too serious and you are able to get back at it soon!

the word "serious" doesn't fall within my temperament!

That said, I suppose them there "experts" would call it a bit concerning, so yes, it is/was a bit. I'm definitely a glass-half-full type of person, and more importantly, if it isn't full, why have you stopped pouring?

Any anaesthetic that you wake up from is a good one, so Monday's ranked amongst the best. I have lost weight (not sure how much half a colon weighs, but every little helps!)

Now I am home again with a mandated 28 days of complete rest, then see how it goes.

I now have to wait to see if the bastard goblet-cells they found in my removed appendix in November had spread to the lymph nodes or not - if not, then happy days of regular CAT scans, if so, then a course of Chemo which will have it's own recovery process - so unable to have a proper idea at the moment as to timescale.

Still, it could be worse, if I'd been born on the wrong side of the pond, I'd have had to let them take a kidney and half a liver out at the same time just to offset the financial costs!

[Tuga2112]

i certainly hope your health recovers to a state that alows you to continue with normal living arrangemetns for a long time.

after all i still havent finished my car, so ill be needing your advice for years to come when something unexpected happens.

[Fredjohn]

Dave, hope all continues well for you, and you let your rest period do its job.

As you said, waking up after an anaesthetic and an op is an extremely satisfying experience.

All the best.

[TrevorB]

Oh no, hope it's nothing too serious and you are able to get back at it soon!

the word "serious" doesn't fall within my temperament!

That said, I suppose them there "experts" would call it a bit concerning, so yes, it is/was a bit. I'm definitely a glass-half-full type of person, and more importantly, if it isn't full, why have you stopped pouring?

Any anaesthetic that you wake up from is a good one, so Monday's ranked amongst the best. I have lost weight (not sure how much half a colon weighs, but every little helps!)

Now I am home again with a mandated 28 days of complete rest, then see how it goes.

I now have to wait to see if the bastard goblet-cells they found in my removed appendix in November had spread to the lymph nodes or not - if not, then happy days of regular CAT scans, if so, then a course of Chemo which will have it's own recovery process - so unable to have a proper idea at the moment as to timescale.

Still, it could be worse, if I'd been born on the wrong side of the pond, I'd have had to let them take a kidney and half a liver out at the same time just to offset the financial costs!

Dave, it is great to have that sense of humour and positivity. You have the perfect attitude and resolve to fight this. Good Luck .

Trevor

[TorqueHorse]

not sure how much half a colon weighs, but every little helps!

Well at least you'll be faster in the corners now

Glad to hear you spirits remain high and yes it's funny but true about being lucky enough to get great treatment without having to sell you Elan(s) in the process. Keep that glass topped up!

[dapinky]

.... it's funny but true about being lucky enough to get great treatment without having to sell you Elan(s) in the process. Keep that glass topped up!

Out of interest, I've done a basic search on Google, and if I had the same procedure(s) done in Texas, under a Medicare package, the cost comes between $60-$80K. Now, I don't know how much such an insurance product would cost me, or what the co-pay would be, but I am rather happy to be able to just do what the experts advise, without having to even consider the costs and what adjustments would have to be made to meet those costs.

It appears that (along with many elective and cosmetic procedures) the cheapest place is Turkey.... but the "best" private clinics are in Germany ($26K). Unable to see how they compare to the UK, as we don't have such vulgarities as advertised private healthcare (well, we get adverts for insurance providers, and odd hospitals, but never anything like "Got a duff leg? See Doctor Smith at the Allwell Clinic and he'll have you dancing again in no time"). Private heathcare here is something that many of us are aware of, but unless it is covered on an employment policy, we rarely consider, as the NHS (despite it's sufferings) is actually really rather good..... except if you're proper rich, then you are unlikely to be seen with the drunken oiks on a Saturday evening waiting in A&E.

[Fredjohn]

Dave like you I am fully supportive and glad we have the NHS. The alternatives don't bear thinking about. Hope it is all positive news for you.

PS not so sure a course of Clemo will do you much good!

[dapinky]

PS not so sure a course of Clemo will do you much good!

I've been putting it off as much as possible, but have succumbed to the odd telephone consultation...... didn't make me feel any better when all I heard was how great the Gambia trip was, and how much I'd have loved it!

[texas2201]

Hope you recover well and soon Dave. My sister in law has just finished a course of chemo . The scan before the last course showed that the "lumps" had all shrunk and some had virtually disappeared. Now waiting on the next scan following the last course. Fingers crossed