BRAVO!!
Nothing but good service from you guys EVERY time...
thanks,
steve

>From: The Bus Depot <ron@NETCARRIER.COM>
>Reply-To: The Bus Depot <ron@NETCARRIER.COM>
>To: vanagon@GERRY.VANAGON.COM
>Subject: Re: Complaint concerning Bus Depot
>Date: Tue, 3 Oct 2000 20:02:24 -0400
>
> > After a month of waiting on parts from Bus Depot I'm left either
>stranded
> > without parts or the wrong parts...
> > I think it's important that we know what where in for when
> > dealing with the intricacy of ordering parts and the great need for
>better
>communication on
> > both sides and taking a few more minute in getting it right.
> > I not the bad guy here just frustrated with there poor service.
> > I've spent allot of money with them only to be in inconvenience to there
> > "where to busy, can't find your lost parts, can't find your parts. don't
> > know how to find your parts, there on there way babble.
>
>
>Don't even get me started about Dan Danrich.  I know, I know, they say the
>customer is always right.  Well, bulsh*t.  Sometimes the customer isn't
>right.
>
>Danrich has been downright abusive to just about every salesperson in my
>shop and to me, not once but multiple times.  I mean abusive.  Yelling on
>the phone and via email about stuff that nobody can control, such as a
>MINOR
>part like a bumper bolt being backordered by VW, etc. He has treated my
>employees in a manner that nobody on this list would likely put up with for
>very long without slugging the person in the nose.  Nobody here wants to
>take his calls, because he's screamed at just about everyone here at least
>a
>few times.  Once he sent me a nasty email deriding me for sending him
>something he didn't order, and demanding a full refund including shipping.
>When I sent him back a copy of HIS OWN EMAIL to me saying "please send me
>so-and-so" (the same item he claimed he never had ordered), he didn't even
>have the decency to apologize.  Other times he sent me conflicting emails
>about what he had and had not received from us, and got angry and
>frustrated
>when I was confused by them.  All along the tone has been one of rudeness
>and abuse, from day one.  He has acted like he was the only person who ever
>had a backorder occur, and that waiting for a bumper bolt or brake hardware
>kit was so horrible that it gave him license to treat everyone in the shop
>like total garbage, repeatedly.  What gives anyone the right to treat other
>people like that?
>
>The problem was so severe that at one point I even emailed Danrich telling
>him that I'd just as soon refund all of his money and have him take his
>business elsewhere.  He apologized for the particular abusive tyrade that
>precipitated my email, but then a few days later he called and yelled at
>Brian on the phone.
>
>Three items were backordered on Dan Danrich for any length of time: a
>bumper
>bolt, a gasket, and a brake hardware kit.  All were backordered by our
>suppliers, a situation which I cannot control.  We made him aware of the
>backorders, and he always had the option to cancel. When he asked how long
>the delay would be, I told him the honest truth, that the backorder was on
>the part of my suppliers and I didn't know how long it might be.  Also a
>small order was lost by the post office (nobody's fault), and we sent him a
>duplicate of the order even though we had not yet (and still have not)
>gotten paid by the post office for the lost mail claim (a process which
>requires him to sign a form stating that he did not get the package).  When
>he received an incorrect door handle grommet and brake hardware kit, we not
>only refunded for the one and exchanged the other, but also reimbursed his
>return postage, despite being verbally abused by him for the error.
>
>You know what, the honest truth is that if Dan Danrich wasn't so nasty and
>abusive when dealing with everybody here, he'd almost certainly have gotten
>better service.  We're all human, and nobody likes being treated like a
>piece of trash. The honest truth is that the ones who get the best service
>are the ones who treat us like human beings.  That is just human nature.
>
>To answer a reference in Danrich's post, no, we generally do not look up
>part numbers on the microfiche here.  We are a no-frills mail-order
>business.  We emphasize highest quality parts at lowest prices.  Frankly we
>don't have the time to look up door handle gaskets and bumper bolts on
>Etka,
>or other people's orders won't make it out the door.  Not that I couldn't
>hire more people to sit around looking up Etka part numbers for customers
>all day.  But if I did, everyone else's parts would cost more so I could
>finance the cost of that service.  That would be great for the guys who
>can't or won't look up part numbers themselves, but bad for everyone whose
>prices went up to subsidize those people. Your local dealer can provide
>that
>service for you, and he charges enough for the parts that he can pay a guy
>to sit in front of a microfiche reader all day long.  Or you can get a hold
>of Etka for free (or so it seems) and look the number up yourself.  If you
>want to patronize a dealer who can look up the parts for you, then that's
>perfectly understandable. I make no bones about what I am and what I am
>not.
>My goal is to provide the best quality at the lowest price.  I do not
>promise same-day shipping (unless you specifically order it).  I do not
>promise a parts lookup service.  I do not promise availability of
>experienced mechanics to help you with tech support.  I don't even promise
>never to make a mistake and ship a wrong part or whatever. I make mistakes
>all the time! We all do!  I do not promise to be all things to all people.
>All I promise is to give you the best quality parts I possibly can at the
>lowest possible prices. That is the one thing that I really, really try
>hard
>to do.  If that matches your needs, buy from me.  If not, don't. That's why
>there's chocolate and vanilla.  You don't go to Sam's Club expecting Macy's
>service, but you don't pay Macy's prices there either.
>
>As for the Dan Danriches of the world, frankly I really would just as soon
>they buy their parts elsewhere.  I'm fortunate enough to be in a position
>where I don't have to bend over and take abuse from customers or anyone
>else. And I don't have to make my employees take abuse either.  (G-d knows,
>they get enough abuse from me when I'm in a bad mood. :-)  Life is short,
>and there are things more important that Volkswagen parts.  (Yes, really,
>there are.)   How would you feel if you're at home after a long day at
>work,
>playing with your 2-year-old toddler, and you stop to check your email to
>discover a nasty, abusive, name-calling email from someone who is going
>absolutely nuclear over receiving the wrong door handle gasket.  Then two
>days later, another one about something else just as minor, and then
>another.  You walk away from an email like that feeling like garbage, and
>it
>just ruins your whole evening with your family.  It is really worth it?  It
>isn't that I don't feel bad when a mistake happens, and not that I haven't
>made a doozy here and there that maybe (okay, definately) _deserves_ a
>hotheaded and abusive email, but sending a wrong door handle gasket just
>doesn't call for that.  So if you're a hothead, please do go buy your parts
>elsewhere.  If that makes me sound like the VW version of the Soup Nazi,
>then fine, I'll live with that. But frankly, I'll gladly give up the
>business from abusive customers, even if they have big money to spend.
>Like
>I said, life is short, and there are things that are more important than VW
>parts, such as my peace of mind and that of my family and employees.
>
>My $.02 ...
>
>- Ron Salmon
>   The Bus Depot�, Inc.
>   www.busdepot.com
>   (215) 234-VWVW

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