A CAUTION ABOUT 'PARTS-FOR-SCOOTERS'  By  rcq92130 (Read 2,849 times)

What are the measurements of the length and distance between each eyes you need? What are the measurements of the one you can't use? I have a gy6 150cc engine hangar, if it's the right size we could trade. I'm also looking for a gy6 150cc hangar but the one I have is about a half inch or so too long for the frame I want to put it in. If mine will be good for you and vice versa I imagine we could work something out, shipping isn't too much on these is it?

Edit: Oops didn't read fully the first time sorry I didn't realize you sent it away already when you posted lol

I guess this is where your sales person got her idea that I was wrong to order off your website, relying on the "Applications" info there, and instead have no right to gripe if I didn't call in and order by phone (since that's what you said here).  The response i would have expected(and did expect) was, "Oh, sorry - I can see where our Application data was not very good.  So sorry for the inconvenience; please send it back and we will refund all the money you paid (including shipping, since it's our error) and add a notation that customers MUST take measurements because our part only fits some of the engines listed."  I would have been impressed if you had also paid for return shipping ... for the same reasons.

Instead, the error was blamed on me ("Customer ordered the wrong part") and neither outbound nor inbound shipping was reimbursed.  That would be fine if the error was mine (e.g., I had a different engine than what was listed and didn't realize I was ordering the wrong part.  Heck - in THAT case it would even be fine if you assessed a restocking charge.

This isn't about the money - it's not (for me, at least) enough to argue about.  Rather, it's about a company standing behind what they sell - including the descriptions of what the product is for, which seems reasonable for a customer to rely on.  Apparently not.

these people are in business to make money ,they should double check these things they have on the internet for sale,when you see an item on here that looks like the item you need you take for their word that its the right item,we as customers only see a picture,if there are no dimensions ,how the are we suppose to know? that the fault of the person who put the info on line and the person whos paying them for not checking that persons work.

I feel you, I hate when an online listing for a product doesn't have the basic information needed for a customer to make a buying decision. If an online store doesn't take the time to take care of it's customers and put a proper description, then I won't take the time to buy the product from that store.

Okay, post is still up. Fair warning, this is gonna be a loooong post. I'll add a TL;DR at the bottom to sum it all up for those that don't want to get into the nitty gritty. Please discuss this, I don't get the chance to be transparent about what we do and I how I feel all that often, and I'd really like the feedback this can bring, both good and bad.

I'm going to address a few points here.

Since rcq92130 has stated (in a different thread, I believe) that he'll no longer do business with us, to me this becomes an opportunity to shoot straight with everyone else involved and those who may read this thread in the future about PartsForScooters, our warranty and return policy, our responsibility to the consumer and the consumer's responsibility to themselves. If some of this comes off blunt or a little heavy handed I'd like to apologize beforehand, as there are only so may ways to type this out in a forum.

I took a hard look at how this all happened, and why we now have an unhappy customer, and asked a few questions around the office as well. I do this every time we have an unhappy customer in an effort to re-evaluate our policies to make sure that we are doing the best we can. Here's what I learned from this event.

I think on some level, both us and rcq92130 are to blame for the breakdown.

Could we have put more information on the part to help eliminate this kind of situation? Yes. Will we? Probably if we find we need to. We've been selling this part on our site unchanged since 2007. This is the first time that a customer has had an issue to this degree with this particular part. In fact, we've only ever had 5 returns on this particular part since we started selling it. We've sold several hundred over the years. Not a particularly high volume part on the grand scheme, but enough so that we keep ordering it. Consequently up until this point the information on the part has been enough. What we know is that on these engine mounts, they come in a few sizes and all of the various sizes are used on GY6 QMI/QMJ 152/157 bikes, hence we put the overall length on the part as well. It turns out on this particular part, the overall length is the only measurement that matters, since the positioning of the mounts is determined by that factor alone. If you need a 14" mount, then this is the one. The other information, while nice to have is actually superfluous to the determination as to whether this part is correct for any given application, hence it's not listed. If you're mount isn't exactly 14":



Then this isn't going to work; In the ballpark doesn't count. Could a phone call alleviated the problem? Sure. Should a phone call have to be made? In a perfect world, no... but Chinese scooters aren't a perfect world... by far. This is our mistake however, I accept that. We made the assumption that what we had listed made sense, and I'll address this.

Lets take an aside here for a moment and explain what we do and don't pay shipping on when it comes to returns (short take, there are exceptions when warranted, but for the most part this is policy stuff):

Customer orders part, part arrives broken: We pay replacement and shipping. Will require photo.

Customer orders part, part arrives different than pictured or described on site: We issue RMA, pay return shipping and refund original shipping.

Customer orders part at our verbal or direct communication recommendation: We issue RMA, pay return shipping and refund original shipping.

Customer orders part, part fails within warranty: We replace part and pay shipping. Will require photo sometimes.

Customer orders part on their own, part doesn't fit but matches website. We issue RMA, customer pays shipping.

If you order from us, and don't communicate with us any questions (and seriously, you can submit a case on the website, email, call, send in a chat on the site... We are the easiest company in the scooter industry to get a hold of and ask questions. If it's between 9-6 EST, we're here, and if you ask nicely and I'm not in a meeting you could even end up talking to me.), and haven't performed the due diligence of making sure the measurements match, we don't have any choice but to assume that you know what you are ordering. We do not pay return shipping, nor refund shipping in this situation. Ever. We did our part and fulfilled the order to the best of our abilities given the situation.

In this particular instance, The customer measured his part (inaccurately unfortunately) found that the part is listed for GY6 QMI/QMJ 152/157 bikes (which is correct) and assumed that because his measurement was close, this would work. Unfortunately not so. As far as our system is concerned, this is a customer error. This is the half where the customer is at fault. There is an assumed responsibility on the part of the customer here, and rightly so (as summed up by JerryScript ). We can only do so much on our end, and we work HARD to make sure that what we have on a part is correct. So much so, that many of the measurements and information on parts across the internet have been lifted from our site. We have 5700+ SKUs at the moment that we manage, with constantly updated pictures and specifications, so ricardoguitars jerry1011 , if you guys can find someone that has the breadth of parts for Chinese bikes that we do with more and better information that we have and with more up to date photos, point me in that direction and I'll make sure to figure out a way to top what they do.

Honestly, I'm sorry that the wording here hurt your feelings rcq92130, but we only have so may options to choose from with an automated business system. Stephanie didn't write that in the form to make you unhappy, but it is necessary to differentiate the nature of the return for our internal metrics. I'm also sorry that the part didn't work. I know that your bike was out of commission while waiting on the part, and then for it to arrive and not be correct is very frustrating. I really do get that, but it's not entirely our fault here either and I think that the vast majority of our customers would agree that we aren't out to screw people, and we really do stand behind what we do. If we didn't, I wouldn't be taking the time to type all of this, I simply wouldn't care. I'll be personally looking into your return today to make sure the part is here and that it has been processed through our returns department and your refund is on its way.


Matt


TL;DR We didn't have enough information on the part for the consumer ; his measurement didn't match up with the information we do have. He says our listing says it should fit his bike, I say our listing says it fits a genera of bikes. Essentially we disagree. While I feel bad, I don't think our policy is faulty in this instance.

rcq92130 As I stated, I don't find our policy to be at fault and you and I have a fundamental disagreement about the situation at hand, however, your opinion does matter, hence I'm here. We might not agree, but it does matter.

Another point that I was trying to make (that you reference here again), is that technically you did in fact order the wrong part (didn't fit, wrong application, whatever, and this is regardless of fault), and since our system is automated we only have so may options that we can use to differentiate why a part is being returned, we have to use the options available to us. I can see that sometimes it doesn't come across well. While I am really legitimately sorry that this terminology apparently has hurt your feelings, I don't believe that we have an error in our part listing and therefore would not make a change to our policy or the refund.


Matt