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PostPosted: Mon Jun 13, 2005 12:56 pm 
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Location: Oklahoma
Let me tell you the story......
First off I order a header from them and the adjustable cam gears. I watched and waited for 2 weeks and my order wasn't shipped. I was getting kind of mad so I emailed them. They told me there vendor sold them the wrong metal for the cam gears and they would be done later that week. They never emailed me earlier to tell me this is what was going on they just had me wait and wonder and made ME contact them! So they told me I could go ahead and ship the header that day and wait for the cam gears. So I had them ship me the header because I really wanted to get going on my car. They said they would ship the cam gears out as soon as they were done at no extra charge. So during this time I had to wait for the cam gears I decided I didn't want them anymore and wanted a refund back. Mind you they never shipped me my cam gears or anything. So I wanted my money back and they told me they would charge me a 30% restock fee! They never shipped anything to me but i still have to pay a restock fee?? So they said I could do an exchange and I said fine I wanted H&R lowering springs and the 52mm throttle body exchange. They told me there would be a 2-3 week wait on the springs due to backorder. I understand not everything can be in stock so I said that was fine I would wait for the springs and I still wanted the throttle body and springs. Today they sent me an email telling me they wanted to charge me more money for shipping! I had already paid $24 shipping on my header and cam gears and here they wanted to charge me $30 more for shipping! So I said I already paid shipping. Then I got an email back saying that because of my negative attitutde they didnt want to process my exchange anymore and they they are going to charge me the 30% restock fee and give me my money back. RIP OFF! Dont buy from them they DO NOT care at all about customer service they only care about taking your money!

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PostPosted: Mon Jun 13, 2005 1:13 pm 
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:shock: That's why I always go with what I know. And it rhymes, so it's obviously the right thing :lol: . If you paid by credit card, call your credit card company and have them cancel the charges. If they want the money, they'll have to go to court for it.

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PostPosted: Mon Jun 13, 2005 1:26 pm 
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I was thinking about that but I just want to come to a nice conclusion and not have to do that. I emailed them back again and havent recived a response so if they dont want to talk back to me then taht is what I will do.

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PostPosted: Mon Jun 13, 2005 1:34 pm 
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Location: FLORIDA
Dear Teamswift forum members:

This is an official posting made by Suzukird.com regarding Patrica Fossum of Iowa posting.

This customer has been very aggressive and rude when we have tried to accommodate her and her lack of knowledge of general business practices and performance.

We always try to educate and share our experience with our active customers and have never had a problem like this before as you might guess since after so many years in business we have one, (if not the best), reputation in the market.

We think is not appropriate to show how polite and accommodating we were to this particular customer and her transaction details, but it is important that whoever reads this thread finds us here with our face clean and high.

We still will not accept her propositions of having to give her free money under the threat of posting unfounded, incomplete and partially true postings in important forums like this one.

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PostPosted: Mon Jun 13, 2005 1:42 pm 
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Location: Edmonton
suzukird.com wrote:
Dear Teamswift forum members:
This customer has been very aggressive and rude when we have tried to accommodate her and her lack of knowledge of general business practices and performance.



30% restock fee on a item you have not shipped, in fact you don't even HAVE? That's 'gernal business practice'?? WTF business are you running?

And charging $30 extra shipping? Hmm, you were shipping Headers/cam gears for $24. Then you charge 54 to ship springs and cam gears? Are springs THAT much heavier than Headers? Scam.

As for rude, skatergrl_27 states she EMAILED you. If you can't deal with EMAILS, that's certainly not 'gernal business practice.'

How are you giving skatergrl_27 free money? I missed that part. It seems like she's giving you free money.

Call your credit card company, they'll take care of it.


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PostPosted: Mon Jun 13, 2005 1:43 pm 
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I didnt want free money I wanted my money back... I agreed to do an exchange but you wanted to charge me $30 for shipping. I paid $24 for two things to get shipped to me and I only got one. I know it doesn't cost $24 to ship a header. I was not rude until you were rude to me.

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PostPosted: Mon Jun 13, 2005 1:45 pm 
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I think I will make that call today :D

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PostPosted: Mon Jun 13, 2005 2:09 pm 
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BOTH SIDES, keep us posted.

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PostPosted: Mon Jun 13, 2005 2:15 pm 
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SuzukiRD, she gave you time. She gave you the benefit of the doubt, and you told her to basically get lost. If it takes more than a week to ship a part, that's too much. If you had her money for more than 2 months, and she got nothing but promises and flak... This post is legit, and you are obviously not capable of running a good business. This is the second complaint I've heard. First was the badly warped header flange...

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PostPosted: Mon Jun 13, 2005 3:34 pm 
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wow, suzukird...thats really bad. I mean, every business can't be perfect and makes mistakes and a customer can only be understanding to a point, but this just seems rediculous. Now, i will admit it wasn't nice to post on this forum that you guys have poor service, but when you treat your customers poorly, you should expect it to come back to you. I have spoken to skatergrl_27 before and she is very nice and, from what i can tell, patient. For you to bad mouth her just doesn't make you guys look like the heros in this situation.

IMO suzukiRD could have handled this better and instead of calling the customer wrong, appologize, publicaly, for the mix up and try to sort it out. My dad manages a parts store, and i have worked there a few times so i know what it's like to deal with unhappy customers. Yes, it's not fun, but when you screw up, you fix it, otherwise it will come back to bite you in the ass, as it obviously has in this case.

good luck with whatever you decide to do skatergrl_27


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PostPosted: Mon Jun 13, 2005 4:08 pm 
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thanks for the support I really apreciate it.

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PostPosted: Mon Jun 13, 2005 4:15 pm 
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i'm shocked :shock: :shock: :shock:

When i read this i can understand that skatergrl_27 got impatient and a little mad but then again who wouldn't be. I agree it was not nice and certainly not a good idea to write agressive emails to someone who has to send u stuff u already have paid for but then again suzird is a big company with allot of experience and should be the bigger guy in this conflict because a good reputation is hard to build up but very easy to destroy.
The 30% restocking fee and additional shipping charges sound like a disagrement that got out off hand and things got a little personal because i have dealt myself with suzird and always got treaten correctly and i can't hardly imagen they do things like this more often.

Suzird please be the bigger man and sort this out like it should be done so we can se u guys are pro's and not just a little kid with a workshop :wink:

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PostPosted: Mon Jun 13, 2005 4:26 pm 
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I've read -alot- of negative things about suzuki RD on this site, which has stopped me from ordering from them. This jus proves it again, they are bad buisness.


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PostPosted: Mon Jun 13, 2005 4:26 pm 
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I dunno... from their website... alhtough I would not want to pay it myself.

Quote:

SHIPPING
Suzuki Racing Development is only responsible for shipment once order is processed and confirmed. We ship all products after detailed review so they are complete, correctly packaged, and we use the carriers insurance if requested and paid by the customer. Any delivery, damage, loss, or missing claims must be made with the carrier.

RETURNS & CANCELLATIONS
Unused, uninstalled items, or items determined to be defective, may be returned within 20 days from the date of purchase only if an RGA has been issued by Suzuki Racing Development. All sales are final. Non of our items are returnable or refundable under any circumstances. An RGA maybe be issued in certain cases where Suzuki Racing Development authorizes a return, refund or exchange. All returns will be charged a 30% re-stocking fee. You must contact us via email and request for your case to be reviewed. RGA numbers expire 15 days after they are issued. Items returned without an RGA number or using an expired RGA number will be refused.For feedback this post is in the wrong section and will be moved soon to where people can find it in the future.


Internet can suck for business's these days. Someone gets upset, and people will hear about it. Some people put up with more, and some people have different 'triggers'. It's difficult to accomodate them all, but I hope that you guys are able to work things out. I know some of the bigger shops on here have had problems at times. I suggest talking it through with eachother to find a positive resolve so you can both put it behind you. I don't agree with telling people that because of their negative attitude you are charging them a fee when running a business. At that point it would have just been better to give the money back and be done with it.

I had some concerns even with Rospen Motorsports about a clutch and I had to pay shipping back to Australia and such to sort things out, but Rospen is still a good company and they did resolve things... I still lost some money in the process, but shipping on different continents sucks a bit. It wasn't appropiate for me to come on and say not to use them ever because they were sticking to their policies.

It looks as though they should have been more upfront on time for the cam gears, and the events leading to paying for restocking are a bit questionable.

As for shipping, the springs should cost more to ship than cam gears, $30 more... I dunno.

Hopefully you guys find a resolve.







skatergrl_27 wrote:
They rip you off. Let me tell you the story......
First off I order a header from them and the adjustable cam gears. I watched and waited for 2 weeks and my order wasn't shipped. I was getting kind of mad so I emailed them. They told me there vendor sold them the wrong metal for the cam gears and they would be done later that week. They never emailed me earlier to tell me this is what was going on they just had me wait and wonder and made ME contact them! So they told me I could go ahead and ship the header that day and wait for the cam gears. So I had them ship me the header because I really wanted to get going on my car. They said they would ship the cam gears out as soon as they were done at no extra charge. So during this time I had to wait for the cam gears I decided I didn't want them anymore and wanted a refund back. Mind you they never shipped me my cam gears or anything. So I wanted my money back and they told me they would charge me a 30% restock fee! They never shipped anything to me but i still have to pay a restock fee?? So they said I could do an exchange and I said fine I wanted H&R lowering springs and the 52mm throttle body exchange. They told me there would be a 2-3 week wait on the springs due to backorder. I understand not everything can be in stock so I said that was fine I would wait for the springs and I still wanted the throttle body and springs. Today they sent me an email telling me they wanted to charge me more money for shipping! I had already paid $24 shipping on my header and cam gears and here they wanted to charge me $30 more for shipping! So I said I already paid shipping. Then I got an email back saying that because of my negative attitutde they didnt want to process my exchange anymore and they they are going to charge me the 30% restock fee and give me my money back. RIP OFF! Dont buy from them they DO NOT care at all about customer service they only care about taking your money!
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PostPosted: Mon Jun 13, 2005 4:28 pm 
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btw- this will moved to the feedback section later on as it should reside in there where people can find it.

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PostPosted: Mon Jun 13, 2005 4:32 pm 
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Location: FLORIDA
Dear members:

Obviously, the posts are made by members of this forum who have not purchased from us, so your input is very limited and questionable in positive value to clarify this situation, which doesn’t in any way mean you are entitled to your personal concepts as they are valuable per se.

It is very difficult to try to answer all your questions when such questions are based in so limited information, but we think that we are obligated to clear our side and help make the internet market a better shopping place.

Ehos:
30% restock fee on a item you have not shipped, in fact you don't even HAVE? That's 'gernal business practice'?? WTF business are you running?

We have a cancellation fee. Clearly stated in the webstore policies, so it is not actually a re-stocking fee but a cancellation fee.

And charging $30 extra shipping? Hmm, you were shipping Headers/cam gears for $24. Then you charge 54 to ship springs and cam gears? Are springs THAT much heavier than Headers? Scam.
Her first order was Header and Cam gears, then she wanted Lowering Springs and TB, both items heavier than the first order ones, and for your information we shipped the header to her and offered free shipping for the delayed cam gears.

As for rude, skatergrl_27 states she EMAILED you. If you can't deal with EMAILS, that's certainly not 'gernal business practice.'
We work off emails, so you might have an idea of how many we receive everyday from all around the world, so it is not a matter of receiving or sending emails, you are wrong, it is a matter of what do you write in them.

How are you giving skatergrl_27 free money? I missed that part. It seems like she's giving you free money.
She wants us to ship her exchange order free of charge, isn’t it asking for us to give her a gift of our money?

Call your credit card company, they'll take care of it.
& GeoZukiGTi
call your credit card company and have them cancel the charges. If they want the money, they'll have to go to court for it.

It is not a sound advice to write in a public forum to simply call the credit card company and cancel the payment, as doing so is a fraudulent act based on bad faith punishable by law.

SuzukiRD, she gave you time.
This is no different than any other business and it is not a matter of the customers giving the supplier time to supply the order, we are obligated to do so.


If you had her money for more than 2 months, and she got nothing but promises and flak... This post is legit, and you are obviously not capable of running a good business. This is the second complaint I've heard. First was the badly warped header flange...
Her order was processed on 5/24/05 so your math is a little wrong, we are very far from 2 months.
Our ability to run a business can be evaluated if you whish by knowing that we are in it since 1988 and this is the first complain we have gone in this direction.
About the “badly warped header flange”, you may want to check the thread at Problem & Fixes as it has nothing to do with our company or our products; here is the link to it:
http://www.teamswift.net/viewtopic.php? ... ped+flange

Finally,
Guys please don’t take this personally or create a flow of replies, we don’t intent to attack any one, on the contrary, use your comments to clarify even further the situation with Patricia. Our input based on facts and it gives all a better understanding.

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PostPosted: Mon Jun 13, 2005 4:51 pm 
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Location: Red Deer, Alberta
I am interested about when you say
Quote:
Her order was processed on 5/24/05
Does that mean she had given suzukird.com money beforehand, and it was finally gotten around to, or is that the day she was in contact with suzukird.com, gave the company the money, and her order was delivered to who ever to get it? As for the extra $30 for shipping, that makes sense to me. It was originally $24 to ship the header and cam gears. A header weighs a bit, correct? And springs are not the lightest item in the world, so I can see the need for charging the extra shipping. It is like she is ordering a seperate product if you will. While it seems 30% is a bit steep for a cancel-ation fee, if you don't even have the product, how can you charge money for the cancel-ation? Has it been made and ready to go? That sounds like you might not even have the cam gears yet and would still get 30% of the sale of them. If you had them made and were ready to ship them, then I could see a problem. Just my 2 cents.

Edit-
After reading Geozuk's post, I went and looked at a map of the states. $30US from Florida to Iowa.... it does seem a bit much, but anyways.

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Last edited by HiTempguy on Mon Jun 13, 2005 5:04 pm, edited 1 time in total.

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PostPosted: Mon Jun 13, 2005 5:01 pm 
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Mama Said Knock You Out!
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suzukird.com wrote:
Dear members:


Call your credit card company, they'll take care of it.
& GeoZukiGTi
call your credit card company and have them cancel the charges. If they want the money, they'll have to go to court for it.

It is not a sound advice to write in a public forum to simply call the credit card company and cancel the payment, as doing so is a fraudulent act based on bad faith punishable by law.


I deal with airline consolidators, airlines, and hundreds of customer emails on a daily basis. I assure you it's not illegal for items not recieved. If you're doing it for a freebie, it becomes a tort by law. In other words, it's not a crime nor fraud. It's a faulty business transaction between 2 private parties. In a court's eyes, the items were not shipped on a timely basis and the credit cancellation would be approved. If the items were shipped, and have proof of delivery, you'd have a case. Otherwise, it would be a waste of time and money. American express is VERY notorious for these things. Amex will cancel the charge no questions asked. Most other credit card companies will put the transaction in a dispute. So both parties will have a chance to clear the dispute. Especially private banks, and Paypal.
http://ftc.gov/
Please read up on federal trade commission law, they hold weight over any disclaimer by a private party or business.

This whole thing would have been easier if it didn't take a month to ship a part that was already paid for.... No matter what the excuse is. And about the extra shipping... I shipped a TRANSMISSION for $18. WHOLE, in a 30x30x30in. box via Fedex. Please do not pull an Ebay and rape on shipping charges. Springs aren't that heavy.

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PostPosted: Mon Jun 13, 2005 5:05 pm 
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i was not going to object to more shipping charges but $30 is what its costs to ship it had I just went online to buy that stuff so I would have paid extra shipping because I know a header weighs a lot but not $24 to ship it. Its just a scam I was patient and I was nice until they were not going to do anything at all except charge me extra money or take my 30% restock fee. They wont email me anymore because I havent recived a response. They are not interested in all at working matters out they do not care about customer satisfaction as you can see. The posts that you have put on here suzukird are not helping you at all. I was and am willing to work things about but you are the ones that decided to be rude and refuse an exchange or a refund without a restock fee. So buyer beware if you want your money back.... it isnt coming back

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PostPosted: Mon Jun 13, 2005 5:09 pm 
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oh and another thing I dont get is... a 30% restock fee??? 30%?? what the hell? Thats insane most places are 5-10% but 30% thats crazy in itself. Also they said that most people saying stuff have not ordered from them... what a great way to make them want to order from them. I just want my $289 back

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PostPosted: Mon Jun 13, 2005 5:33 pm 
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Dear Patricia:

If you want to do this in public we will do it for you, we always accommodate our customers.

Now, you are out right lying, maybe it is the only way you can try reverse your steps but it is posted and in writing so you can't deny them.

On the contrary we have demonstrated that we have done everything by the policies of our store and we even gave you free shipping to compensate a shipping delay and not only that, we accepted for you to exchange your order for a new one and then it was you that refused to pay the extra shipping charges.

If you started all of this just for us to send you $289 back with no cancellation fee, we find it very deplorable but our customers are first, we will give you a cancellation authorization number via email immediately and your credit will be processed within 24 hours.

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PostPosted: Mon Jun 13, 2005 5:51 pm 
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suzukird.com wrote:
Dear Patricia:
If you started all of this just for us to send you $289 back with no cancellation fee, we find it very deplorable but our customers are first, we will give you a cancellation authorization number via email immediately and your credit will be processed within 24 hours.


Good response. I apologize for my post. I didn't know that you had the 30% restock/cancellation on your website (it seemed like an ad hoc fee after the fact).

Also, I didn't realize you already shipped the part for free (out of pocket expense).

In fact, I should've just kept my mouth shut and out of this whole thing (as I'm not involved in any way shape or form).

:oops:

Very embarrassed!


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PostPosted: Mon Jun 13, 2005 5:59 pm 
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Gee

suzukird.com being flamed :( ... well all I can say is that I have bought several items from them and the quality is top noche ;) ...I was always able to reach them via e-mail or phone and they have always been pleasant to deal with. I have dealt with scammers before..actually I'm trying to locate one from eBay.com as I type this...and what I can say..is that suzukird.com are not scammers...

Colin


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PostPosted: Mon Jun 13, 2005 6:44 pm 
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fordem wrote:
RETURNS & CANCELLATIONS
Unused, uninstalled items, or items determined to be defective, may be returned within 20 days from the date of purchase only if an RGA has been issued by Suzuki Racing Development. All sales are final. Non of our items are returnable or refundable under any circumstances. An RGA maybe be issued in certain cases where Suzuki Racing Development authorizes a return, refund or exchange. All returns will be charged a 30% re-stocking fee. You must contact us via email and request for your case to be reviewed. RGA numbers expire 15 days after they are issued. Items returned without an RGA number or using an expired RGA number will be refused.


Taken directly from the website - no mention of a cancellation fee. Restocking of returned product is distinctly different to cancellation of unshipped product.

The reason for the apparent double post - the first one is unedited in any way, my comments appear only in the second.

I invite you to visit the site and see for yourself, and draw your own conclusions before Suzuki Racing Development gets around to making changes.


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PostPosted: Mon Jun 13, 2005 7:17 pm 
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A hypothetical situation for a reference to future transactions:

Part "A" is ordered by customer "Z"

Said part "A" is backordered.

Customer is notified and is given the same information YOU (company) have at your disposal (backorder information).

Customer "Z" finds the information unacceptable.

Customer "Z" does not want said part "A"

Is a 30% restock defaultly issued?

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