|07-11-2012 09:07 AM|
|soccerrplyr||free ship amount has changed again since last month...better than 99 but not as good as 39|
|07-07-2012 05:53 PM|
|turbojohnny||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.|
|07-07-2012 04:59 PM|
"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.
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.
Final Question: ever drive a classic 900 or 9000? You might like them!
|07-07-2012 03:11 PM|
|07-07-2012 03:08 PM|
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
|07-07-2012 02:37 PM|
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.
The stock statuses on the web site have not changed from the old web site to the new web site. Generally you will see:
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.
We will send all the same emails that the old site did:
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.
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.
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.
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
|07-07-2012 02:17 PM|
|07-07-2012 11:30 AM|
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.
|07-07-2012 09:25 AM|
|07-07-2012 09:14 AM|
"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
|07-07-2012 09:10 AM|
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.
|07-07-2012 09:07 AM|
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.
|07-07-2012 08:57 AM|
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:
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
Placed on 6/8 with an estimated ship date of 6/8
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!
Thanks again for your business.
|07-07-2012 08:02 AM|
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.
|07-07-2012 07:47 AM|
|soccerrplyr||I ordered a part that was in stock..a week later with no notification i checked back on its status only to be told it was now back ordered and there was no timetable. If I hadn't checked in, i'd still be waiting without any info on your end. Canceled order..ordered the same exact oem part from parts for saabs as soon as I got of the phone with your company and had in in my hands alittle later for the same sales price. The order before this took a week to go from CT to VT when before all these shipping changes I'd use to get it the next day or two tops! Many people are abandoning ship because they get stability and security in ordering parts from other venders that are in stock when they say they are, comparibly priced and get their parts in under a week. By the way, you can get black oem direct ignition cassettes from europe with shipping for less that what you are now charging. http://www.ebay.co.uk/itm/NEW-GENUIN...item4160a98605 Just one of many examples. Maybe you should buy them out to sell at your 500 price. That's a profit of 115 per cassette.|
|07-07-2012 05:55 AM|
my $0.02. carry on.
|07-07-2012 05:25 AM|
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.
We've also made a recent change to mark a lot of Genuine Saab items as "Special Order". Special order right now has a 21 business day lead time. Hopefully after next week most of the items on special order will change back to 5-7 business day lead or they will be in stock.
|07-07-2012 05:10 AM|
With all due respect for your admirable willingness to come out and confront the issues here, the shipping date stats are completely meaningless. It's simple for a retailer to make the estimated ship date whatever they want it to be. Having problems in timely order fulfillment? Move your estimated ship times back one or two days, and suddenly you're able to quote vastly improved statistics.
When orders that used to ship same day are now shipped in two days, they're still "timely" because the estimated ship date is three days. This is how airlines improve on-time performance: just make the estimated flight times longer by 25 minutes.
In reality, the arrival dates for most shipments have changed because of your changes in shipping policies and carriers. Ordering from eEuro used to be easier than making a trip to a dealer. Most new customers won't notice much, but those of us who have used eEuro since the early 2000s have been seriously disappointed.
But let's hope this is a first step toward rebuilding those relationships.
|07-07-2012 12:16 AM|
|07-07-2012 12:13 AM|
|Snabb SAAB||They aren't always chapter, and if I want to avoid paying 19% sales tax I have to mail them a tax exemption form first and hope they don't forget to mail it back. I paid $70 for a strut bearing two months ago, without sales tax, because I didn't want to wait for shipping from the US.|
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