Throwing the BS Flag on This One

I ordered the black door sill plates from Sparks and they shipped a 29-inch plastic part in a 15-inch FedEx mailer. Yes, all four sills were bent in half. After trying for two days to reach Sparks, I finally did. Here is my advice:

1. When a customer texts asking to speak about the issue on the phone, telling them "the phones are really busy right now" probably isn't the best customer service. You call the customer.
2. Telling me that these sills were originally shipped in a corrugated box (because your shipping department doesn't do that) and FedEx repackaged them in transit due to damage is not factual.
3. Telling me that you've filed a claim with FedEx and surprised you have not heard back from them yet is most likely not factual and FedEx will not turn a claim disposition that fast.
4. Telling me the replacements will most likely go out on Monday is hopefully factual.
   
5. Telling me that you are a big shipper with FedEx is probably factual, but this is not about pecker-size.

I can excuse the poor customer service but I cannot excuse someone not being "factual" when speaking to me on the phone. What you don't realize is that I've been a Supply Chain and Logistics leader for the last 30 years and worked for companies with revenues ranging from $250 million to $30 billion per year, so I've been a big shipper with FedEx too. Here are the facts:

1. You shipped these sills in the FedEx Express mailer - plain and simple. A regional FedEx Sales Manager confirmed this was the original address label. If it were repackaged, there would have been a label and handwriting on the new label.
2. When filing a claim with FedEx, there are temporal events which are clearly described in either their pricing agreement with you or they default to the regular time that everyone else is subject to when filing a claim with the carrier. Let's just say, FedEx will not turn a claim in 2-3 days - I've filed hundreds of them and for parcel shipments, it may take 5-7 (or more if additional information is required). When a claim is filed, they most likely will pay the claim due to value (<$100) and not ask for inspection of the goods and packaging. It's a shame because it is not their fault.
3. I'd huddle up my shipping department and speak to them about proper packaging to protect the products and which will withstand the rigors of the mode of transportation in which they travel. Additionally, a good resource is The International Safe Transit Association (ISTA) - the ISTA 6-series of packaging was co-developed by FedEx to help protect parcel and freight shipments from damage during transit.

You never know who you are speaking to on the other end of the phone and there is nothing wrong with calling your own number when making an error. It builds character and trust from your customer base.

 

1st world problems. Send them back

 

Customer service?! I'm not familiar with that term anymore. Blame something or someone else and not take responsibility? That's more like it!
Sorry you had to go through this utter idiocy. That may be one of the most irresponsible packaging jobs I've ever heard of. Oh, and I can't STAND Fedex. But I'll stop there and save the rant for another time. Hope they get this sorted out for you.

 

Sorry to hear this OP! I have ordered several items from Sparks with no issues whatsoever as has many forum members here. Hopefully they settle this to meet your satisfaction.

 

A little heat from a heat gun should help make that crease go away. You could even use a hair dryer. Throw it up on the dash in the sun with a couple books on top, even.

 

Ditto

I placed mine in the sun for a few and all worked well.

However, this was my last order from Sparks due to their outrageous shipping fees.

 

Thanks for all the replies...I've also ordered from Sparks before with no issues and at this point, it's the principle (do something stupid and communicate a tall tale to the customer to cover your arse). Here's how I look at it - when I'm spending tens-of-thousands of dollars on a truck, I don't want damaged or blemished accessories on it. I paid for new...I should get new.

Here's another funny - they shipped a replacement out today. Sounds awesome, right? Well, in the FedEx shipping confirmation, it noted Packaging Type as "FedEx Pak" which was the same as the first shipment that was bent-in-half. So, there's a very high probability that Sparks shipped them again in a mylar mailer. If so, I'll probably lose my shit on them.

Stay tuned!

 

should of called @Roman. I quit ordering from sparks. Toyota of cool springs/Roman is the man...

 

+1

 

I'm just posting so I can see your freshly bent-in-half replacements

 

Sorry to keep everyone in suspense - so the replacements were shipped and came in from Sparks. They did put these in a box...rolled.

The difference between these and the first shipment - is the rolling didn't crease the door sill and laying it out did fine. The first one still has a crease in it...I'm assuming the mailer was weighted down during transport. So, all is well.