FYI.....not a single reply from tire rack so far...

-----Original Message-----
From: Ahmad Solihin, CLSA
Sent: 11 March 2010 16:02
To: custsvc@tirerack.com; damon@tirerack.com
Cc: Nora Gallagher The Tire Rack
Subject: Not fit, misleading tirerack webpage!


Customer number 3974496-000
Order number B543937
Hi tire rack team,
As you could see from my customer and order numbers, I recently bough koni sport shocks from you. The shock was delivered as scheduled, but unfortunately, it does not fit to my car, 1998 mercedes clk 320 (w208). I ordered the shock because tire rack website suggested that this koni sport shock, part number 8041-1315 and 1316 sport, would fir to my clk. I then checked to koni catalogue and found out that this shock was supposed to fit to 1993-2000 mercedes C-class (w202). I was travelling to th US and was hopeful that I could go home with a set of koni sport shocks. Dealing with tire rack has been a waste of my time and money as I am now back in Indonesia, can not really return the shock, and I have paid tire rack in cash (wire transfer)...I am very very disappointed with tire rack!

Disappointed customer,
Ahmad Solihin

They fit both the W202 and the W208 chassis. Have you tried to fit them or are you just going off the catalouge?

I tried the rear one, did not fit. Checked the catalogue only afterward.

I will look into it ...

I will keep you posted ...

As it turns out there was an error in our database. We are not sure if the error was on our side or a problem with the fitment data downloaded from Koni. We have corrected our information so, that we do not have this problem again.

To address the current situation we would be happy to exchange the incorrect parts you received for the correct parts but, we would need to use the same ship to address as we used on the previous order. I know that you are back in Indonesia now so, if that will not work please contact me directly via email or by phone and we can work out some other satisfactory resolution.

Luke, Good job Glad to see you step up to the plate. I have always had good experiences with Tire Rack.

Thanks for the offer Luke, but probably no thanks.

As you know, I am now back in Indonesia. It will cost me $150 (Fedex or UPS) just to ship the wrong stuff and note also that the right shock, would have costed me only US$400 (full set), while the one that Tire Rack suggested (and I bought) costed me US$600 (plus US$50 shipment). So you offered me the right set, which is US$200 cheaper, and I would still need to spend US$150 on shipment.

Please note also that I have sent emails to Tire Rack back in March 10 and 11, 2010, and waited for weeks with no response. Only after I posted my complaint here, in this forum, that I have received response. Sorry Luke, but that is not very professional and poor customer service I would say.

I am done dealing with Tire Rack.

I was not aware of your order until you posted it here so, I was not in a position to assist you with your issues. As I have posted openly in this forum if the exchange idea doesn't work for you please contact me off line. My objective is correct the situation. I realize this is your first time dealing with us and it has been less than a 100% positive experience so, I would like to make things right.

Let's work together to come to a satisfactory resolution.

Ok, I will contact you via email Luke.

I am, however, still very upset that NO ONE from Tire Rack replied to my email. Only after I had sent a public complaint that Tire Rack responded. Could you explain to me WHY?

I have no clue why your email went unanswered. In my personal opinion and our company policy that is unacceptable. For that I do apologize. I look forward to hearing from you.

Since Tire Rack screwd up the order they have to step up to the plate.The only resolution in my eyes would be to send the guy a RA and ship him the right part with no extra charge.
I would also advise the guy to call the TR supervisor and have him address this issue.

it's already been handled /// thanks for the input

Just to let all know, Tire Rack is sending a full refund with no additional shipping charges to be incurred. I appreciate Luke's help on this.

Super cool.

Nice!

I have ordered at least six sets of tires and a couple wheel / tire sets from Tire Rack and have had zero problems - it's easier than leading with locals in fact!

FYI, I have just recived full refund from tire rack. Luke has been very helpful in fixing the problem, I really appreciate all his effort.

While my first encounter with Tire Rack was not a good one, the after sales service and efforts that Luke, and Tire rack team, have offered are very good.


Thank you Luke and Tire rack team.

With best regards,
Olie

let me know when you are willing to give us a second chance

That's what I call some great service. Mike

+1

Above and beyond the call of duty...now only if every shop provided service as such...

You know, imho, I would rather pay a bit more $$$ to get that extra service then pay less and get less...

Awesome service Luke!!!

Now, that's what I call service!

I've dealt with Tire Rack multiple times in the past and never been disappointed. I've not had to return anything, but their prices are competitive, shipment timely, and web site informative and (usually) accurate.

I know from Indonesia the closest place you can order aftermarket parts for MB would be from Singapore, where Benzes would easily be the most popular and ubiquitous brand on the road! The fact that Olie had ordered his shocks from Tire Rack here speaks volumes to their good name.

+1 for TR i got stuff from them a few times and the service is great. atleast Luke is stepping up and getting the problem solved