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Old 07-07-2012, 08:02 AM   #21
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All I can say is that orders I have placed recently seem much less likely to get to me in a reasonable time frame. I recently ordered 3 in stock parts, and it took 2 weeks to get them because the parts listed as "in stock" apparently were not. Why are the stock levels so low on everything? If stock on genuine saab parts are coming back to 2010 levels, an order should be placed for... say 1/2 a mill bucks worth of commonly ordered items and they should be placed on the shelves. do another 1/2 million bucks worth of orders on other commonly ordered parts, have them actually ON HAND on the shelves, ready to ship.

If Todd were still around, the business would not be being run like this.
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Old 07-07-2012, 08:57 AM   #22
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SoccerPlayer you've ordered from us nearly 50 times. We appreciate your business however I can't allow this post to stand by itself without a response.

Here is an exact summary of your last three orders:

Order: 1000264
Placed on 6/5 with an estimated ship date of 6/15
Qty: 1 - 4854097 - Genuine Saab Hood Release Cable
Shipped on 6/7 a full 7 days ahead of schedule
Arrived via FedEx SmartPost on 6/12

Order: 4854097
Placed on 6/8 with an estimated ship date of 6/8
2 Items
Shipped on 6/8 as scheduled
Arrived via FedEx SmartPost on 6/14

I do not believe that we had introduced the $4.99 upgrade to ground at this point. That site improvement was subsequent to these two orders.

Most recent Order: 1001662
Placed on 6/21 with an estimated ship date of 7/3
Qty 1 : Genuine Saab #55557331.

A part that BTW that is still on order with Saab and will likely be in next week because we used to carry at least one in stock.

Your order was refunded through on 6/28 a full 5 days before your estimated ship date. Our notes on the refund say "Customer was unhappy with the wait and went elsewhere".

In this instance, if you had waited, it would have been unlikely that you would have received your parts on the estimated date. Your item would have been shipped by next Friday. That puts you in the same situation that I've described before. A longer wait that usual for Genuine Saab parts.

A copy of your order confirmation email is below just for reference.

=================================
We have received your order and it is being processed. Please print this order summary for your records. It may take up to one business day before you are able to see your order's status on our web site.

Qty: 1 - Boost Control Valve (55557331) - Unit Price: $44.33

Your order is estimated to ship by: Tue July 03 2012. This is only an estimate. Most orders are shipped on or before this date.

Item Total: $44.33
Shipping : $0.00 Dimensional Weight (0.25)
Grand Total: $44.33

Thanks again for choosing eEuroparts.com!
Signature
=================================

Thanks again for your business.
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Old 07-07-2012, 09:07 AM   #23
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DeLorean in response to your post.

500k is probably not a a reasonable number. It would be great if that amount of demand existed for Saab. This company has never had 500k in Saab specific inventory in stock period, even when Todd ran things. I can tell you we've had almost 100k in Genuine parts on back order over the last 17 months. Most of that is arriving next week, finally.

At the time the company was purchased by the new owner Saab went into liquidation 3 weeks prior. For the last six months we've been focused on high priority items. Keeping those items in stock has been a chore. Lower priority items have been a crap-shoot. We order them from Saab and sometimes they come and sometimes they don't. When they don't come we do our best to offer alternatives to customers either in OEM or aftermarket.

All I can say is that, as long as parts are available to get, our Genuine stock levels are going to increase from this point forward.
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Old 07-07-2012, 09:10 AM   #24
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Quote:
Originally Posted by eEuroparts View Post
Thank you for the comment. I'm confused. We haven't actually changed our time to ship estimates.

Aftermarket items are still 1-2 business days and Genuine items are typically 5-7 business days. In fact we used to have lots of aftermarket items that were marked as either 5-7 business days or 11-14 business days. We've changed all of those to be 1-2 business days. So estimates on the site typically are much faster than they used to be.
Since I've done business with you, you had same day (I repeat, SAME DAY shipped out) shipping if one got in their order by roughly 5-6pm on Monday-Friday.

Notice the change in the above mentioned policy? I was just talking with eeuroparts with a friend, moments ago, in his garage and from the comments here (and elsewhere...) I am very hesitant to place another order. To be fair, your business alone was a great reason to own a SAAB: A great parts lookup location, with fair parts, great shipping rates, and excellent shipping speed (Ie. Parts to Maine, next day on my door, unless back-ordered).

The new site layout is gross; And while I have zero experience with the 'new' eeuroparts, If what people are saying is true, It seems that you're taking a large step backwards. People will (and by the looks of things, are...) moving to other places to order.

You will not survive this way - You will not move as many parts this way, and prices and policies will have to continue to creep upwards to help curb the loss in volume.

_benjamin
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Old 07-07-2012, 09:14 AM   #25
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"Gross" is a strong word BrewTide. How would you suggest we improve the new site to make it easier to use?

Actually I'm moving this partciular question to a new thread please see: https://www.saablink.net/forum/eeuroparts-com/61062.htm

Last edited by eEuroparts; 07-07-2012 at 09:27 AM.
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Old 07-07-2012, 09:25 AM   #26
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Originally Posted by brewtide View Post
Since I've done business with you, you had same day (I repeat, SAME DAY shipped out) shipping if one got in their order by roughly 5-6pm on Monday-Friday.

Notice the change in the above mentioned policy? I was just talking with eeuroparts with a friend, moments ago, in his garage and from the comments here (and elsewhere...) I am very hesitant to place another order. To be fair, your business alone was a great reason to own a SAAB: A great parts lookup location, with fair parts, great shipping rates, and excellent shipping speed (Ie. Parts to Maine, next day on my door, unless back-ordered).
Bretide thousands of orders a month still ship the same day people order them. If your items say "Ready to ship" and your estimated ship date is the same day then your items ship. Nothing has changed in regards to that. We're still the same company, with the same lookup resources etc.
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Old 07-07-2012, 11:30 AM   #27
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Rather than go back-and-forth arguing semantics and corporate metrics, how about we dig right to the heart of the problem.

Eeuroparts.com used to be an awesome SAAB parts supplier by consistently exceeding expectations. That's no longer the case for a number of reasons.

In general, I think that our community understands that many of eEuro's recent challenges have been completely out of their control.

Are there plans to re-take that position as an elite parts supplier? If so, can you please share specific plans to make the following improvements:
- Accurate representation of inventory status
- Better communication of order status including shipping updates
- Quicker order processing
- Clearer, quicker resolution of mistakes and/or order cancellations

My other comments:
- Please introduce yourself and explain your position within eEuro. It would be nice to put a name with the account.
- Remember that you're dealing with people, not parts. And, please don't underestimate how savvy your (potential) customers are. We are capable of understanding challenges. We understand that eEuro is in business to make a profit. We can handle reality. If you maintain competitive pricing and find a way to communicate in a straightforward manner (about individual orders as well as your "vision" for the future of eEuro), you'll soon find enthusiasts back on your side.
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Old 07-07-2012, 02:17 PM   #28
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Old 07-07-2012, 02:37 PM   #29
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My name is Dan Moran. I'm the new owner of eEuroparts.com. My wife and I purchased the company from Todd's estate in December of 2011. It's unlikely that I'll be the one that always is using this account. Typically it will be either our marketing manager Jordan or our customer service manager Dean.

Our goal is be the leading online retailer for Genuine, OEM, and Aftermarket replacement parts for late model European vehicles. We're committed to Saab and Volvo. Other people are getting out and we plan on staying in for the long haul.

We most certainly have not been sitting idly by while you've been having mediocre experiences with our company. We've been working on addressing all of your concerns. Some of the issues that you've outlined have root causes that go much deeper than what you see on the surface. Most of it had to do with either lack of knowledge or inability to get you Genuine Saab parts.

Item Status

The stock statuses on the web site have not changed from the old web site to the new web site. Generally you will see:
  • Ready to ship - Means it's in our warehouse ready to ship. We don't drop-ship. It isn't something that eEuro has ever done and if we ever decided to do it we will let you know it's not in our inventory.
  • Usually ships in 1-2 Business Days - Not in stock. Typically an Aftermarket item. Means it's an item we stock so it's either going to arrive shortly on a routine stock order or we will acquire separately for your order and typically have it next day in our warehouse to ship with your other items.
  • Usually ships in 5-7 Business Days - Not in stock. Typically a Genuine item. Means it's an item that we stock or order routinely. We order from our dealers twice a week and receive those orders once a week.
  • Special Order - Not in stock. Used for genuine and aftermarket items that are not routine stock items but we will order for you. Typical lead time is 5-7 business days but the site estimates this as a 21 day lead-time item for purposes of estimated ship date.

The old site never showed you the status of an item until you added it to you cart. The new site always shows you the status of an item. In addition the new site estimates a ship date for your complete order. The old site never did that. Personally I feel that we communicate stock status on an item much better than the old site ever did.

Communication

We will send all the same emails that the old site did:
  1. You get an email when you place your order.
  2. You get a shipment email when and as items ship. We notify you in the email what items are in the shipment. The old email never did this.
  3. If your order isn't going to ship by your estimated ship date then you get an email that says we're still waiting on parts and it details what parts we're waiting for. Never in the history of this company have we ever sent an automated back order email. We've been sending this email since late March. Dean's been with us for 8 years and to his knowledge it's a new process. Additionally if we have a certain amount of items in stock and your estimated ship date has arrived we still ship partial shipments. If all we have is a washer and an o-ring typically we're not going to ship those items.

We're open an additional 28 hours a week. Hopefully to sell you parts when you call but always to answer questions and deal with issues as they arise. We're responding to emails typically within two hours and we pick up the phone every time all the time.

We failed miserably at customer service until right around the start of June. We took a beating on this and other forums. Most of it deservedly so; some of it exaggerated. It won't happen again. Dean is on the case. It takes time for that to be fixed. I can't sit here and write to you it's fixed. We need to prove it to you on a daily basis. I can tell you the the last three weeks have been much better and we're always looking for ways to improve.

Order Processing

In response to quicker order processing I'm not sure that this is a valid criticism. When parts are in stock they go out. We ship an hour longer than we ever used to in the evening. I feel like we do a better job now than we ever have before. We're doing 3+ inventory cycle counts a week to ensure that the web site inventory is accurate. Additionally when parts are not in stock we're getting them in next day regardless of cost. That was never done before period. Todd hardly ever filled orders at a loss and always made people wait for items that were listed as 1-2 day items when he has orders inbound. That would consistently have added 5 - 10 days to lead time on items. It probably happened less frequently but it happened nonetheless.

Mistakes

I'll be the first to tell you that new people make mistakes, myself included. Our warehouse staff is completely new but they have lots of warehouse experience. Since our move Jason, our warehouse manager, and his team have been doing an awesome job. I just checked again and we have not taken an item back on a mis-ship in over two weeks and our mis-ship/short-ship rate is down almost 4000 percent from March. By August, once we complete our first inventory cycle and most of our major item renumbering, I don't expect you to ever have a problem with what actually arrives in your box after you order.

Moving Forward

At this point there's nothing that we can do about the past but I expect the future is bright. Saab is back, for the short term, and eEuroparts.com is committed to being your number one source for Saab parts until we can't buy them anymore. At that point we hope to be ready for whatever you're driving next.

To That End
  • We're still looking for an additional customer service specialist. That will mean 6 full time service specialists when the most we've ever had prior to 2012 was four and my understanding was that was very brief.
  • We're been adding almost 200 new products to our site each week. We're starting with building out 2004-2011 Saab but will be quickly moving into Volvo, BMW, and VW.
  • We're finally doing routine inventory counts. The last complete inventory that was done was in 2011.
  • We're finally on a routine purchasing schedule. We're on basically the same schedule that Todd kept with two major changes. We're purchasing from some of our more important vendors multiple times per month instead of once a month. We're using a lot more air transportation rather than ocean to get our international orders here faster. This means when we're out of left-hand fuel tank straps for your 2nd Gen 900s they will be here faster.
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Old 07-07-2012, 03:08 PM   #30
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Quote:
Originally Posted by eEuroparts View Post
SoccerPlayer you've ordered from us nearly 50 times. We appreciate your business however I can't allow this post to stand by itself without a response.


Most recent Order: 1001662
Placed on 6/21 with an estimated ship date of 7/3
Qty 1 : Genuine Saab #55557331.



How does an in stock part when ordered have an 8 work day delay arrording to your above post, not counting the order date or even weekends? If we count those it's nearly 2 weeks.
That still does not explain how I had to check back in a week after placing the order that I had to find out when I called that it was now back ordered. No email or call. This is the type of stuff that makes me as a 50 times buyer over the years go other places
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Old 07-07-2012, 03:11 PM   #31
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Quote:
Originally Posted by eEuroparts View Post
Communication

[*]If your order isn't going to ship by your estimated ship date then you get an email that says we're still waiting on parts and it details what parts we're waiting for. Never in the history of this company have we ever sent an automated back order email. We've been sending this email since late March. Dean's been with us for 8 years and to his knowledge it's a new process. Additionally if we have a certain amount of items in stock and your estimated ship date has arrived we still ship partial shipments. If all we have is a washer and an o-ring typically we're not going to ship those items.
[/LIST]
Didn't happen in my case. Stocked item according to the website changed to "not in the foreseeable future" when discussing with your customer service rep./order consultant
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Old 07-07-2012, 04:59 PM   #32
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Quote:
Originally Posted by eEuroparts View Post
My name is Dan Moran. I'm the new owner of eEuroparts.com. My wife and I purchased the company from Todd's estate in December of 2011. It's unlikely that I'll be the one that always is using this account. Typically it will be either our marketing manager Jordan or our customer service manager Dean.
Thank you for quick and detailed response.

Quote:
Some of the issues that you've outlined have root causes that go much deeper than what you see on the surface. Most of it had to do with either lack of knowledge
This totally makes sense. It takes time to understand Saab stuff, but it's worth the effort. That understanding it part of what differentiated "classic" eEuro from RockAuto, Advance, AutoZone, etc.

Quote:
inability to get you Genuine Saab parts.
Out of your control; we get it. Bad situation; horrible time to take over a SAAB parts business. I'm sorry that you have had to deal with the extra chaos.

Quote:
The old site never showed you the status of an item until you added it to you cart. The new site always shows you the status of an item. In addition the new site estimates a ship date for your complete order. The old site never did that. Personally I feel that we communicate stock status on an item much better than the old site ever did.
Did new procedures come along with the new site? Was the primary reason to change the site connected to the change in ownership/management? I only ask because it would be nice to know/confirm some rough dates of significant events (change in ownership, management, procedures, website, etc) in eEuro's recent history. If you can help us piece together the order of some events, it would likely help to build confidence in the new eEuro.

"Classic" eEuro might not have had as much detail on the site or in the cart, but it often wasn't needed. I (and many others) simply placed orders and got the parts in a few days... with very few exceptions. Perhaps the weakness and potential for poor communication was there all along... but never exposed until your parts sources started drying up.

Quote:
We failed miserably at customer service until right around the start of June. We took a beating on this and other forums. Most of it deservedly so; some of it exaggerated. It won't happen again. Dean is on the case. It takes time for that to be fixed. I can't sit here and write to you it's fixed. We need to prove it to you on a daily basis. I can tell you the the last three weeks have been much better and we're always looking for ways to improve.
Good to hear. You're showing great writing skills in your recent messages... I hope these skills get passed on to others there.

Quote:
In response to quicker order processing I'm not sure that this is a valid criticism.
My comment was about the total time it takes to get the package on my doorstep. Order processing is one component of that. It seemed like it got slower, but obviously I don't have knowledge of your operations.

In my experience: eEuro ordered used to come in a few days... then "something" happened and it took much longer to get parts... no matter what type of parts were ordered. It's like somebody flipped a switch and eEuro delivery went from "Exceeds Expectations" to "Barely Acceptable." At least a dozen other people on this forum made similar comments.

If I order spark plugs and oil filters at noon, I want them to ship the same day. If you're telling me that's how it works today, as always, I'm glad to hear it.

Quote:
I'll be the first to tell you that new people make mistakes, myself included. Our warehouse staff is completely new but they have lots of warehouse experience. Since our move Jason, our warehouse manager, and his team have been doing an awesome job.
You moved, too? Wow.

Quote:
At this point there's nothing that we can do about the past but I expect the future is bright.
I disagree. Your taking the time to answer questions on this forum has helped to settle some of my bitterness from the past. Thanks.

Final Question: ever drive a classic 900 or 9000? You might like them!
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Old 07-07-2012, 05:53 PM   #33
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I placed an order late Tuesday night and it shipped as a complete order on Friday. As I was hoping. According to FedEx the package will show up early next week. This pleases me more than the last order I placed. Which took over two weeks to receive completely. If I have to call customer service at all, its not good. Placing an order and not having to call to check on it makes me a happy customer.
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Old 07-11-2012, 09:07 AM   #34
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free ship amount has changed again since last month...better than 99 but not as good as 39
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