Don't much care for doing this, but sometimes it needs to be done. They've lost my business, but if anyone has had a positive experience or two from them then by all means share it!
My wife ordered some x-mas presents for me on the first week of December (6th I think). One of the items she ordered was the Acerbis MX Light roost guards and the bike specific mounting kit. I ride an '04 CRF450, but they only listed a mounting kit for the '02-03 models. She called them up and talked to a parts guy, he immediately informed her that it would indeed fit the '04. So she placed the order. 4 items were sent (5 ordered) and made it to my home in 3 different boxes the week prior to x-mas. Great, most of it made it in time. Check the website, my account shows it was all shipped, cool, I'll get my DVD a week late, no prob. January rolls around, still no DVD.
In the meantime, I've tried on my handguards. Lo and behold, the clutch side mount won't fit properly. Not even close. I call up the parts guy, tell him what has happened and he immediately puts me on hold and calls Acerbis. Acerbis informs him that there is indeed a separate part for the '04 and I'll need it for it to work properly. Parts guy tells me he'll ship me the new part, charge my credit card, send me a return label, and credit my card back once he receives the one that doesn't fit. Hey, that's fine, I can wait another week (this is last week of December). I've called once a week since the first of January and this is what has happened:
Customer Service,
"1. DVD is on back order but should be in-stock this week so you'll have it next week (heard this two weeks in a row)
2. We don't ship parts to you until we have received your return parts. " Me: "but he said he'd charge my card and then credit it back once he received my return?" Her: "We don't do that."
Two weeks later (25th January):
"1. DVD is still on backorder and I'm not permitted to offer an estimate as to when we'll have them in stock." (She's given me bad dates twice already...don't know why she couldn't stretch the truth for me again.
2. We received your returned item on the 17th but we don't know why you returned them? They are what you ordered!"
Me:"Were you going to call me and ask?" Her:"Oh, we did and talked to your wife but she couldn't say." Wife:"NO THEY DID NOT! @#$%$#@!!"
So, I told her AGAIN why I returned them and that the Parts guy had told my wife they would fit my bike. She said that since we got what we ordered and it was our fault for ordering the wrong item in the first place she would have to charge us shipping on the item again. I reiterated that the parts guy had told her it would fit, that I talked to him a couple weeks back and he had to call Acerbis to learn that they made a separate part for my model of bike and that it was his fault we ordered the wrong one. When I couldn't give her a name, she acted like I was lying! Oh well. So, according to her, when they receive the part from Acerbis they'll send it to me so it may be 10-14 days. As far as the DVD, if I don't get it before I get my mounts they can keep it. Here we are 60 days out and I haven't received my DVD (which may not be their fault at all if the distributor hasn't released a new batch yet) nor can I use my handguards...and I'm at least 10 more days away from that!
Sometimes it's better to have more than one customer service person that way if you can't seem to communicate with one of them at least there's an alternative. But in this case, I feel like I'm getting jerked around by a snobby teenybopper that's counting the seconds until she gets off work instead of doing her job.
My wife ordered some x-mas presents for me on the first week of December (6th I think). One of the items she ordered was the Acerbis MX Light roost guards and the bike specific mounting kit. I ride an '04 CRF450, but they only listed a mounting kit for the '02-03 models. She called them up and talked to a parts guy, he immediately informed her that it would indeed fit the '04. So she placed the order. 4 items were sent (5 ordered) and made it to my home in 3 different boxes the week prior to x-mas. Great, most of it made it in time. Check the website, my account shows it was all shipped, cool, I'll get my DVD a week late, no prob. January rolls around, still no DVD.
In the meantime, I've tried on my handguards. Lo and behold, the clutch side mount won't fit properly. Not even close. I call up the parts guy, tell him what has happened and he immediately puts me on hold and calls Acerbis. Acerbis informs him that there is indeed a separate part for the '04 and I'll need it for it to work properly. Parts guy tells me he'll ship me the new part, charge my credit card, send me a return label, and credit my card back once he receives the one that doesn't fit. Hey, that's fine, I can wait another week (this is last week of December). I've called once a week since the first of January and this is what has happened:
Customer Service,
"1. DVD is on back order but should be in-stock this week so you'll have it next week (heard this two weeks in a row)
2. We don't ship parts to you until we have received your return parts. " Me: "but he said he'd charge my card and then credit it back once he received my return?" Her: "We don't do that."
Two weeks later (25th January):
"1. DVD is still on backorder and I'm not permitted to offer an estimate as to when we'll have them in stock." (She's given me bad dates twice already...don't know why she couldn't stretch the truth for me again.
2. We received your returned item on the 17th but we don't know why you returned them? They are what you ordered!"
Me:"Were you going to call me and ask?" Her:"Oh, we did and talked to your wife but she couldn't say." Wife:"NO THEY DID NOT! @#$%$#@!!"
So, I told her AGAIN why I returned them and that the Parts guy had told my wife they would fit my bike. She said that since we got what we ordered and it was our fault for ordering the wrong item in the first place she would have to charge us shipping on the item again. I reiterated that the parts guy had told her it would fit, that I talked to him a couple weeks back and he had to call Acerbis to learn that they made a separate part for my model of bike and that it was his fault we ordered the wrong one. When I couldn't give her a name, she acted like I was lying! Oh well. So, according to her, when they receive the part from Acerbis they'll send it to me so it may be 10-14 days. As far as the DVD, if I don't get it before I get my mounts they can keep it. Here we are 60 days out and I haven't received my DVD (which may not be their fault at all if the distributor hasn't released a new batch yet) nor can I use my handguards...and I'm at least 10 more days away from that!
Sometimes it's better to have more than one customer service person that way if you can't seem to communicate with one of them at least there's an alternative. But in this case, I feel like I'm getting jerked around by a snobby teenybopper that's counting the seconds until she gets off work instead of doing her job.
