Evaluating www.4smartcar.com customer service

[lowndex]

Due to a broken weld (a known problem with the design), I had to return my DTH, dual-tip exhaust to 4smartcar. My costs are:

* $39.08 for UPS Ground
* $16.00 for packaging
* $1.40 tax
---------------------
$56.48.

I am fortunate I am able to perform the labor myself and have an alternate vehicle to drive (prevents rental car costs). I have asked 4smartcar to reimburse my shipping costs. I am willing to absorb the packaging - I threw out the original packaging.

I'll keep everyone informed how things turn out.

[lowndex]

Returning the failed exhaust system (broken weld), I asked for 4smartcar to reimburse my shipping costs. I am absorbing the packaging, labor and my time addressing the issue. Here is 4smartcar's reply:

Return shipping fees are your responsibility and we will pay for FedEx shipping to you for the new system.

Not exactly the customer service I was hoping to receive.

[burtandnancy]

I'd say thats pretty common in any mail order business. What I've read here, your vendor has gone above and beyond...

[xcrew229x]

I do a lot of internet buying, and have had my fair share of returns. Shipping return labels are common. Especially in regard to manufacturing defects. This isn't a great example of customer service.

[VinceLA]

Sorry to hear. Perhaps Eli could have sent you a return shipping label?

I think everyone has to fork out some in the end. That's the way it is. If I want to nickel and dime, I could claim that the trip from my house to 4smartcar.com during a weekday traffic cost me this much in driving time + gas etc. 4smartcar.com is located at a really busy intersection in WeHo. Can be a PITA to get there during the weekday.

[tbone28]

In my experiences with internet shopping, the only times I've had a return-label sent to me is if the wrong product was sent initially. For the times where I've needed warranty service, I've had to cover shipping to.

[SMART]

This is the standard for all warranty repairs and exchanges. From what I've heard 4smartcar is being very retro-active in response to all of these products and the turn around time is minimal.

[lowndex]

On 11/09/08, I typed:

A disappointing reply from 4smartcar.

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Returning the failed exhaust system (broken weld), I asked for 4smartcar to reimburse my shipping costs. I am absorbing the packaging, labor and my time addressing the issue. Here is 4smartcar's reply:

Return shipping fees are your responsibility and we will pay for FedEx shipping to you for the new system.

Not exactly the customer service I was hoping to receive.

I just learned that Doug Thorley Header (DTH) does not reimburse 4smartcar for shipping of replacement exhausts to 4msartcar! It is, in my revised opinion, unfair to expect 4smartcar to pay for my shipping costs (sending back the failed exhaust). With no shipping reimbursement from DTH to 4smartcar, 4smartcar is already absorbing the shipping costs of sending the replacement exhaust to me. Sounds fair!

[lowndex]

Originally Posted by burtandnancy

I'd say thats pretty common in any mail order business. What I've read here, your vendor has gone above and beyond...

I now agree with you.

[lowndex]

Originally Posted by VinceLA

Sorry to hear. Perhaps Eli could have sent you a return shipping label?

I think everyone has to fork out some in the end. That's the way it is. If I want to nickel and dime, I could claim that the trip from my house to 4smartcar.com during a weekday traffic cost me this much in driving time + gas etc. 4smartcar.com is located at a really busy intersection in WeHo. Can be a PITA to get there during the weekday.

As DTH does not reimburse 4smartcar, Eli is already absorbing the cost of sending me the replacement exhaust. I consider this fair, given the burden DTH has placed on 4smartcar. My complaint now lies with DTH.