What is wrong with some part dealers

Justin_NJ · 09-05-2009, 05:47 AM

I went to my local CAT dealer to buy replacement belts for both engines. I called in my order so I wouldn't need to wait for ever for the pick order to get through the warehouse.

Anyway, I go to the pickup window and there is only 1 set of belts waiting for me. So I said I ordered 2 sets. Considering I gave him the serial numbers for BOTH engines it would have made sense.

Anyway, I had to go back to the front office, order another set, wait for the pick order to go through (won't get into any more of this but it really ticked me off).

So, finally the 2nd set of belts come up, and one of the belts has no package and was full of dust and grime. Closer inspection, the belt already was starting to dry-rot. Wow did I flip my lid on this, and asked for another one. They said it was the last one. So my resposne was, tell me you're out of stock and i'll come back next week when you get another one!

Anyway, I left all the belts on the counter and walked out.

I had the belt sizes and part #s off the package and cross-refernced them to DAYCO. Local auto-parts store - 60% of the cost, same belt. The only difference is they say 'DAYCO' not 'CAT' on the side, and I am sure CAT has either DACYO or GoodYear make the belt anyway.

Ironcically I had the same CAT dealer send a mechanic to my boat the day before to check out the engines for a noise I am getting (which turns out it might be coming from the transmission, so that is another guy). The mechanic that came out to check things out was fantastic! But after the parts counter experience - it kind of gave me a bad taste in my mouth for their company.

ziess21 · 09-05-2009, 08:26 AM

A little over reaction IMHO.

Justin_NJ · 09-05-2009, 09:18 AM

I don't actually think so. It took over 30 minutes of me standing there waiting for the 2nd set of belts to show up from the warehouse. Which is why I pre-ordered to begin with. Then, when they showed up, the one belt was a waste. Total time spent to get a set of belts, almost 1 hour, and the dealer is a 3 minute drive from where I work.

Time in the auto-parts store to get belts, 3 minutes!

What gave me the bad taste, if I had called for service to have the belts done for me, the parts department may have supplied the installer with that 1/2 dry-rotted belt, been installed on my boat, covered with the safety shields and I would have had a bum belt installed!

Bird Rock · 09-05-2009, 11:39 AM

Quote:

Originally Posted by ziess21

A little over reaction IMHO.

I don't think so. I hate crappy customer service and reward good service everytime. Sounds like no one at the parts dealer had their head out of their @$$.

sickcat · 09-05-2009, 04:15 PM

IMO your problem Justin is in bold italic below:

"So my resposne was, tell me you're out of stock and i'll come back next week when you get another one!

If possible use another CAT dealer for parts. Cross reference as much as possible of the little stuff like you did for the belts.

carlynewlondon · 09-12-2009, 05:45 AM

I design warehouses for CAT dealers and I can tell you the ones who spend money on their operations care dearly about the experiance at the counter. They know full well that at $10 dollar part can cost them the next engine or worse a hundred thousand dollar piece of construction equipment.

Justin_NJ · 09-12-2009, 07:35 AM

Quote:

Originally Posted by carlynewlondon

I design warehouses for CAT dealers and I can tell you the ones who spend money on their operations care dearly about the experiance at the counter. They know full well that at $10 dollar part can cost them the next engine or worse a hundred thousand dollar piece of construction equipment.

Apparently not at my local CAT dealer! The issue is, they are very convienent to me. They are located 1 mile from where I work and also have a parts drop off location a few miles from my house!

LI32 · 09-12-2009, 07:44 AM

Quote:

Originally Posted by Justin_NJ

Apparently not at my local CAT dealer! The issue is, they are very convienent to me. They are located 1 mile from where I work and also have a parts drop off location a few miles from my house!

Was it Foley or Ransome? When I've needed parts in NJ, I've had better luck with Ransome.

Deep Run · 09-12-2009, 08:01 AM

Quote:

Originally Posted by Justin_NJ

Apparently not at my local CAT dealer! The issue is, they are very convienent to me. They are located 1 mile from where I work and also have a parts drop off location a few miles from my house!

I have dealt with ransome for years in Toms River, the 2 guys that work the parts dept bend over backwards for people, plus they almost know the part #'s by memory, did you know that if the part is not in stock, when they order it they will send it directly to your house?

Justin_NJ · 09-12-2009, 10:46 AM

It was Foley, maybe next time i'll deal with Ransome if need be. Kind of sux to have a dealer 1 mile from your job and would have to drive 50 miles to Raonsome.

fldmax · 09-12-2009, 11:01 AM

your issue is you have Cat's if you had 4 Yamaha F250's you would not need them belts. Could not resist i am sure Homesite would say get Mercury's but anyway. I agree I deal with a cat dealer that has sorry service and parts so you are lucky at least the service dept is good. I think Cat marine and truck is on the down hill slide. I know truck is out they are outsourcing to International I guess they plan to do it on yellow tractors now. Nothing wrong with their equipment but service and price on parts is way out of line.

carlynewlondon · 09-12-2009, 03:24 PM

Quote:

Originally Posted by Justin_NJ

Apparently not at my local CAT dealer! The issue is, they are very convienent to me. They are located 1 mile from where I work and also have a parts drop off location a few miles from my house!

Unfortunately not my CAT dealer either. I have C9A's and would love it if my dealer stepped into 21st century customer service.