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International Car Spares - A lesson in customer service

Last post Wed, May 6 2009 9:23 by Goof. 2 replies.
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  • Mon, May 4 2009 7:43
    • ricky53
    • Not Ranked
    • Forum member since...
      Sat, Oct 25 2008
    • Posts 28
    • Member

    International Car Spares - A lesson in customer service

     I thought I would share with you my experiences at the hands of a breakers yard called International Car Spares when trying to source a replacement a/c compressor for my mk1. Maybe this was a one off, maybe it was just a bad week for them, maybe not, who knows. I will leave you to make your own mind up.....I will be thinking twice before using them again.

    Saturday 18th April
    Placed a query with Breakeryard.com for the exact make and model compressor I needed.
    Sunday 19th April
    Had a email response from ICS (and a couple of others) saying they had the part I needed.
    Monday 20th April
    Called ICS and they confirmed they had the right part - right manufacturer and model number were confirmed so order placed. I was advised it would be removed from the car on Tuesday and delivered on Wednesday 22nd.
    Wednesday 22nd April
    Waited in all day but no delivery
    Thursday 23rd April
    Called ICS to enquire about non-delivery: Despatch dept didn't answer so tried Parts dept..only to be told the Parts dept didnt start until 9:30. Called again after 9:30 and was told by Parts that I needed to speak to Despatch and they didn't start till 10!Hmm Finally got through to someone after 10 and was told it had been taken off the lorry as they were also deliverying some engines which might have damaged the compressor Huh?
    I asked if it would be delivered Thursday I was told no, it would be delivered Friday now....no clear explanation of the days delay was offered.
    Friday 24th April
    Waited in all day but no delivery
    Late afternoon I called ICS to ask what was happening with my delivery: Despatch didnt answer. called Parts and a man said he would just put me on hold while he investigated....15minutes later I gave up waiting and put the phone down. Deep breath and I called Parts again, spoke to a different man who seemed to know about my order and told me the courier company had me down for delivery Friday, but had "lost" the part. No explanation was offered on how they could "lose" a part, but was told another mk1 of the same year as mine had come in and they were sure it had the same compressor as the one I needed and the "engineer" was checking.
    I was told someone from ICS would call me on Saturday to confirm if the part was the right one.
    Saturday 25th April
    Yes, you've guessed it...no phone call
    Monday 27th April
    Waited till after 10am and called ICS to find out if they had the part. Called Parts and gave my details. Man said he would call me back in ten minutes. one and a half hours later I was still waiting for the call.
    Called ICS and cancelled my order. Angry
    I am now waiting for a full refund to appear in my account....any guesses when it might appear?

    Monday 4th May

    Still waiting for my refund

    Wednesday 6th May

    Refund received Big Smile

  • Wed, May 6 2009 5:50 In reply to
    • Martin153
    • Not Ranked
    • Forum member since...
      Sat, Apr 4 2009
    • Carlton, Melbourne, Australia
    • Posts 53

    Re: International Car Spares - A lesson in customer service

    Thank you, Ricky; that is exactly what the internet is for: sharing information.

    I shall be wary of ICS.

    However, I must say that my experience of Mazda dealers and Mazda MX-5 specialists have all been very positive and I can recommend City Mazda Melbourne and MX-5 Factory Ringwood (Australia).

    Martin

  • Wed, May 6 2009 9:23 In reply to
    • Goof
    • Top 50 Contributor
    • Forum member since...
      Fri, Oct 24 2008
    • Leicestershire
    • Posts 1,048

    Re: International Car Spares - A lesson in customer service

     Had a similar issue with a breakers. Sent wrong AC pipe, but then wouldn't respond to email or phone.

    Had paid with Credit Card, so passed it over to them - full refund! Big Smile

    No MX5 - waiting for the right S2000
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