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Gregd72.
Im not sure if this is the right thing to do, but I am very frustrated over my dealings with BassCat “parts” and since Im not getting satisfaction dealing directly with them, and I dont know who else to contact at BassCat to resolve this, Im going to air it out here. Im sure there will be people who will be upset with my doing this, but Im OK with that. I know many have had great experiences with their parts department. Hopefully this is an isolated incident.
Ive owned a 2006 Pantera Classic for about 4 years now. Coming back from my most recent trip to the CA Delta, I heard some “new” noises coming from the trailer when hitting bumps and as I braked to a stop. Got home and pulled the rear wheels and found that a piece of the brake caliper body actually broke off. This caused the pads to be loose and they settled on the rotor hub and were dragging/banging around. So Tuesday I call BC parts and discussed with Allan that I needed to order a new brake caliper assy and I planned on fishing Sunday. Allan said theyd ship the assy out that day (Tuesday) and that ground shipping should be fine to get it to me by Friday or Saturday. So I placed the order and received confirmations by e-mail that the order was placed and my CC charged. Good to go right? But by Friday it occurred to me that I hadnt received a shipping confirmation or tracking number. Wasnt sure if BC sends those out, so I sent the e-mail copied below to them asking about a tracking number. If you now go down to the e-mails and read up, youll see that they had not yet shipped the part. So unless they shipped overnight for Saturday delivery, I wasnt going fishing Sunday… you can see in the e-mails that we determined that overnight shipping was quite expensive, and I was expecting that they would cover or help with that. But they did not. In the end I was pretty upset and it showed in my message to them telling them to go ahead and ship ground.
I have no idea now if theyve even shipped the part. They did not respond to that last e-mail, or to another one I sent this morning asking for a tracking number. I havent received any type of shipping confirmation but my CC WAS charged last Tuesday, the day I originally placed the order. I do know I can get this part from other sources, but I dont want to order it from another vendor if BC has already shipped the part. I just need to know whats going on now to determine a path forward.
So bottom line is Im not real happy with the experience with BassCat Boats parts. But I really do need to hear from them so I know if the part is en route or if I need to order from a different vendor.
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From: gregd72@hotmail.com
To: [email protected]; brochures @basscat.com
Subject: RE: Order Confirmation (#24291)
Date: Fri, 11 Jul 2014 12:23:53 -0700
Well. Im obviously not going to pay $117 to right a wrong that BassCat committed. Go ahead and ship ground.
Im really not happy about this. I would have expected that you would have wanted to help correct the fact that you promised to ship on Tuesday, but didnt until today (after I asked this morning for a tracking number…) We discussed Tuesday how I needed the part by today or tomorrow so I could fish Sunday and that ground shipping would be good enough since it was going out Tuesday. Im not trying to be an a-hole here. I just expected better customer service from an organization like BassCat that is held in such high esteem in the fishing community. A lot of people here in California are starting to talk about BassCat boats. Too bad if Im asked I wont be able to say good things about the customer service…
From: [email protected]
To: gregd72@hotmail.com
Subject: RE: Order Confirmation (#24291)
Date: Fri, 11 Jul 2014 13:31:12 -0500
[font=TIMES NEW ROMAN, SERIF]Greg, shipping cost is 117.82 to overnight[/font]
[font=TIMES NEW ROMAN, SERIF]From: Greg Dougald [mailto:gregd72@hotmail.com]
Sent: Friday, July 11, 2014 1:22 PM
To: Parts
Subject: RE: Order Confirmation (#24291)[/font]
[font=TIMES NEW ROMAN, SERIF]OK… but I was expecting you would help out with that considering I had been told the part would ship Tuesday. Had I known then that it wouldnt ship until today, Id have been able to source the part from a vendor that had it in stock.[/font]
[font=TIMES NEW ROMAN, SERIF][/font][font=TIMES NEW ROMAN, SERIF]From: [email protected]: [email protected]: RE: Order Confirmation (#24291)Date: Fri, 11 Jul 2014 13:22:58 -0500[/font][font=TIMES NEW ROMAN, SERIF]Greg, I would be afraid to tell you what overnight charges might be, I will check if you want.[/font][font=TIMES NEW ROMAN, SERIF]From: Greg Dougald [mailto:gregd72@hotmail.com] Sent: Friday, July 11, 2014 1:10 PMTo: PartsSubject: RE: Order Confirmation (#24291)[/font][font=TIMES NEW ROMAN, SERIF]Great! Any chance it can go overnight?[/font][font=TIMES NEW ROMAN, SERIF][/font][font=TIMES NEW ROMAN, SERIF]From: [email protected]: [email protected]: RE: Order Confirmation (#24291)Date: Fri, 11 Jul 2014 13:08:04 -0500[/font][font=TIMES NEW ROMAN, SERIF]Greg, this is a bit late but your brake caliper will leave here today. Sorry for all the problems but this should work and get you back on the water. Thanks, Allan[/font][font=TIMES NEW ROMAN, SERIF]From: Greg Dougald [mailto:gregd72@hotmail.com] Sent: Friday, July 11, 2014 11:11 AMTo: PartsSubject: RE: Order Confirmation (#24291)[/font][font=TIMES NEW ROMAN, SERIF] Wow. Im working today and really dont have time to chase this around… Wish I had known sooner. [/font][font=TIMES NEW ROMAN, SERIF] Ill just have to cancel Sundays outing. At least it wasnt a tournament where I had an entry fee to lose.[/font][font=TIMES NEW ROMAN, SERIF] Are you saying you cant even ship today? That it wont happen until next week?[/font][font=TIMES NEW ROMAN, SERIF][/font][font=TIMES NEW ROMAN, SERIF]From: [email protected]: [email protected]: RE: Order Confirmation (#24291)Date: Fri, 11 Jul 2014 11:02:56 -0500[/font][font=TIMES NEW ROMAN, SERIF]Greg, here is some info I hope will help with this issue. Shipping informed me that we are out of stock on calipers and should be in next week. This is the number for UFP 800-854-1905, you may call them and probably get these sent over night. You can also use these numbers to cross reference at your local parts store for this item. Caliper body assembly – 41050, this will be left or right, the pads to fit will be 33008 or 33009, these numbers are of a 97 to a 00 Kia Sephia. I will credit your account if you want to do this. Greg, I apologize for all this trouble please let me know. Thanks, Allan[/font][font=TIMES NEW ROMAN, SERIF]From: Greg Dougald [mailto:gregd72@hotmail.com] Sent: Friday, July 11, 2014 10:16 AMTo: PartsSubject: RE: Order Confirmation (#24291)[/font][font=TIMES NEW ROMAN, SERIF]Ouch! I dont remember who I spoke with when I placed the order, but I was lead to believe it would be shipped that day (Tuesday). We agreed that ground shipment would probably get it to me today or tomorrow. My plan was to install the caliper when I got it so I could fish Sunday. If you are just shipping today, I guess thats not going to happen. Im not to happy about this…[/font][font=TIMES NEW ROMAN, SERIF][/font][font=TIMES NEW ROMAN, SERIF]From: [email protected]: [email protected]: RE: Order Confirmation (#24291)Date: Fri, 11 Jul 2014 10:14:31 -0500[/font][font=TIMES NEW ROMAN, SERIF]Greg, your order is being processed and should leave today, you will receive a tracking # when fed –x scans the label. Thanks, Allan[/font][font=TIMES NEW ROMAN, SERIF]From: Greg Dougald [mailto:gregd72@hotmail.com] Sent: Friday, July 11, 2014 10:01 AMTo: Parts at BassCatSubject: RE: Order Confirmation (#24291)[/font][font=TIMES NEW ROMAN, SERIF]Hi![/font][font=TIMES NEW ROMAN, SERIF]Could you guys provide me with a tracking number for this shipment?[/font][font=TIMES NEW ROMAN, SERIF]Thanks, Greg[/font][font=TIMES NEW ROMAN, SERIF][/font][font=TIMES NEW ROMAN, SERIF]From: [email protected]: [email protected]: Tue, 8 Jul 2014 10:03:49 -0400Subject: Order Confirmation (#24291)[/font]Order Confirmation[font=TIMES NEW ROMAN, SERIF]Thank you for your order, Greg #######[/font][font=TIMES NEW ROMAN, SERIF]Your order number is: 24291[/font][font=TIMES NEW ROMAN, SERIF]Date of order: 7/8/2014 9:03 AM[/font][font=TIMES NEW ROMAN, SERIF]Shipping Method: By Weight – $18.95[/font][font=TIMES NEW ROMAN, SERIF]Payment Method: Credit card payment[/font], ||[font=TIMES NEW ROMAN, SERIF][/font][/size], ||, , ||Product Information, ||[font=TIMES NEW ROMAN, SERIF]Product Name[/font], [font=TIMES NEW ROMAN, SERIF]Part No.[/font], [font=TIMES NEW ROMAN, SERIF]Quantity[/font], [font=TIMES NEW ROMAN, SERIF]Item Price[/font], [font=TIMES NEW ROMAN, SERIF]Total Price[/font], ||Disc Brake Caliper[font=TIMES NEW ROMAN, SERIF]Side: Left (Port)[/font], [font=TIMES NEW ROMAN, SERIF] [/font], [font=TIMES NEW ROMAN, SERIF]1[/font], [font=TIMES NEW ROMAN, SERIF]$75.00[/font], [font=TIMES NEW ROMAN, SERIF]$75.00[/font], ||[font=TIMES NEW ROMAN, SERIF]Subtotal:[/font], [font=TIMES NEW ROMAN, SERIF]$75.00[/font], ||[font=TIMES NEW ROMAN, SERIF]Shipping & Handling:[/font], [font=TIMES NEW ROMAN, SERIF]$18.95[/font], ||[font=TIMES NEW ROMAN, SERIF]Tax:[/font], [font=TIMES NEW ROMAN, SERIF]$0.00[/font], ||[font=TIMES NEW ROMAN, SERIF][/font][/size], ||[font=TIMES NEW ROMAN, SERIF]Order Total:[/font], [font=TIMES NEW ROMAN, SERIF]$93.95[/font], ||, ||[font=TIMES NEW ROMAN, SERIF] [/font][/font][/size]
You are correct, I dont think “airing” it out here is the best corrective measure for this incidence. Ill say if you would have picked up a phone and called the factory and actually talked to someone there your issues would have been resolved to your satisfaction. At least they always have been for me. If you want to know who else to talk to, call and ask for Rick. My two cents anyway.
I dont see any problem airing it out on here. You are an owner and have the right to express both likes and dislikes. For what its worth, the EXACT same thing happened to me a few months ago, different parts, but the rest of your story is like déjŕ vu. I wasnt very happy either but I just chalked it up to dealing with a small business. BCB parts has also gone way above whats expected a time or two as well.
Sorry, I understand the frustration of wanting things done right the first time. But, a brake caliper shouldnt keep you from going fishing ! Remove the caliper, plug the line, lock out the brakes and go fishing !
Well in CA (I dont know about other states) where trailer brakes are required for this size/weight, if I disabled the brakes and then got in a bad accident where injuries were involved, and my disabling was discovered, my insurance company would not cover me and Id be going to the poor house…
Yep, not a “smooth” transaction and, from the customer perspective leaves a lot to be desired…. but (and you know what always comes after “but”) from the parts guy perspective which your order was “one of many”, a pretty good response once the delay was realized. He actually provided you with an alternative solution to participate in your weekend tournament. Maybe, Ive just gotten use to “customer abuse”, but this does not seem all that bad to me. No criticism on posting your experience. I always post with the assumption itll be taken for “what its worth” by the reader so, I read with that perspective also. Good luck…
I dont see where BCB did anything wrong in this situation. Once the problem was identified they gave you an alternative solution and apologized for the inconvenience. No harm no foul as far as I can see with it. I also think they deserve KUDOs in this instance for the response and corrective action to keep you up and going. They damn sure didnt try to hide it.BrianBrianHAWG Hunter2013 BassCat Eyra2013 Mercury 250 Pro XS Gen2 L/U
I obviously dont agree that BC did everything the could on this…1. They promised shipment the day I ordered (Tuesday) and they did not do that. In spite of their knowing I needed the part by Friday/Saturday and agreeing ground shipment would be OK. 2. When they didnt ship it, they did not let me know about the delay. It took me checking up on them on Friday for them to be aware theyd screwed up.3. Once they knew theyd messed up, they did nothing to make it right. Not even contribute to pay all or part of the overnight shipping that was necessary to meet their original promise.4. Yes they proposed an alternative, but for me to do that would have required my spending more time AND paying overnight shipping myself to get the part when they had promised it. Then a few minutes later they let me know they DID have the part and would ship it that day.5. After I vented my frustration to them in that last e-mail (pretty mild actually) they stopped communicating with me. Left me totally in the dark.I deal with customers all the time in my business. If my group screws up and does not meet promise dates, or does anything else that causes my customers problems, I do whatever I can to make it right. That way those same customers come back the next time. I didnt have to order this brake caliper from BassCat. Lots of other trailer part vendors out there. Next time…
Gregd72 wrote:Well in CA (I dont know about other states) where trailer brakes are required for this size/weight, if I disabled the brakes and then got in a bad accident where injuries were involved, and my disabling was discovered, my insurance company would not cover me and Id be going to the poor house…Most of us live in the “poor house”, or at least grew up there, and thats how we roll, by finding a solution instead of another excuse. If I had to live in a state where the government had that much influence in my life Id move ! If you think like that you should not be working on your trailer unless youre certified to do so by the state of California. You might forget to bleed the system, or Loctite a bolt, and cause a major breakdown, causing a multi-lawyer pileup !Dude, go fishing with a temporary fix in place for ONE trip ! I dare you , that is unless youre pulling it with a Prius !
No Prius…. gas guzzling 400HP Tundra.I dont think its just CA… Youll find yourself in a heap of $$ trouble in any state that requires trailer brakes if you disconnect or disable them and have an accident where people get hurt or killed. And its not just the money…
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