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Auto Parts World / Bad service

1 United States
Contact information:

I ordered a Bosch-remanufactured alternator for $78.73 plus $39.00 core charge
with free shipping through their website on 2008-02-04. It arrived on
2008-02-07. According to the shipping label the alternator was shipped from
4115 Thunderbird Ln., Fairfield, OH 45014.

I requested an RMA# for the core return through their web site on 2008-02-11
but they did not respond. I called them during business hours on 2008-02-19 but
they did not answer the phone. I left a detailed message but they did not
return my call. I emailed them on 2008-02-21 threatening a charge-back if they
did not issue an RMA# in accordance with their return policy. They issued the
RMA# by email on 2008-02-26.

I returned the core to Auto Parts World in SC on 2008-03-04 with a tracking
number. According to the shipping company they received it on 2008-03-08.
However, they failed to refund the core charge.

I called my bank on 2008-04-03 to dispute the core charge. I received a form
from my bank on 2008-04-09. I filled out the form and faxed it to my bank with
11 pages of supporting documentation on 2008-04-10. My bank credited the core
charge of $39.00 to my account on 2008-04-15. On 2008-04-21 I received a letter
from my bank dated 2008-04-14 confirming a credit of $39.00 to my account. The
letter stated that I may be re-billed for this amount if the merchant provides
proof that it was valid.

What I like:

(1) good quality product
(2) good website
(3) low price
(4) free shipping (for orders of $75 or more)

Suggestions for improvement:

(1) Enclose core return RMA# when shipping parts with core charge.
(2) Issue core return RMA# in less than 15 days.
(3) Do not require charge-back threat to issue core return RMA#.
(3) Answer phone during business hours.
(4) Return phone calls.
(5) Answer emails.
(6) Do not require charge-back to refund core charge.
(7) Refund core charge less than 38 days after receiving core.

I would love to buy from them again after they implement my suggestiions

update
------
They did not challenge my charge-back. Instead their general manager issued
me a $25.00 credit towards future purchases. In addition he wrote me on
2008-08-27:

"we are upgrading our system so our customers can get a automated e-mail
with a RMA number for returns and a way to track where your credit
is and how much time will take to post to your account. All of your
suggestions are being taken in consideration and most of them already
fixed."

Je

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