Well I've been looking to add a few parts to my jeep. I have placed an order with a forum recommended dealer/manufacturer (and have bought from them before with fine service) and contacted other dealers for other parts. The parts I'm looking for are all armor related.

The order I placed and provided payment information was back at the beginning of the 2nd week of November. I was told the part was 6 to 8 weeks out before available. Not a problem. I call back this week (10 weeks later), since I have not heard anything and now it is 3 to 4 more weeks. I did not say I ordered back in Nov, because I believe they actually lost/forgot my order.

Another manufacturer I contacted for a different part says the part is not available for 3-4 weeks and none of their dealers (over 20) have any. Why is there no stock? Are the Libby parts a dying business.

Another manufacturer did not answer all my questions (3) requested about the product and did not go into great details about other items they offered.

Another manufacturer has not responded to voice mail in 2 business days.

And another per many forum threads is not on top of their customer service at all.

Just so all is fair in love and war. I needed service on my jeep. Took it to 2 local auto shops and my original dealer. The 3 came up with 3 totally wrong diagnosis. Took it to a second dealer. I did not make it to the service manager as a mechanic walking by asked me what was wrong. He said let's go for a ride, he knew the problem immediately, he also found another small issue that warranty took care of and had it fixed the next day. The original issue was actually created by the dealer I bought it from...go figure.

I am not a small business owner. My livelihood does not come directly from my product/service offerings. I don't know all the ins/outs of running a manufacturing business (materials, supply, demand, administration, sales, etc.) So I in no way am suggesting how they run a business.

I do believe if someone offers a quality product at a price the market finds acceptable that the easiest sale they have is to an existing customer, one they have already sold to. The hardest and most expensive customer to get it the one you have had no prior contact with.

I guess I'm a little frustrated/perplexed that I'm ready to exchange my hard earned cash for some products and none of these businesses seem like they need or want it. So when I hear businesses are suffering from lack of sales, maybe it's really the customers are suffering from lack of quality customer service oriented businesses.

Sorry to rant....Maybe just being too anal...I do understand orders can be lost, mistakes can be made and I will most likely purchase from one of these folks again and for the first time from others. But, I have to ask...Am I expecting too much?

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2003 Limited Flame Red
2005 Rubicon Unlimited Sahara Edition

Semper Fi

Dave, post the items you are trying to get and someone here should be able to point you in the right direction.

Also, lots of deals here on used items.
http://www.lostjeeps.com/forum/phpBB3/viewforum.php?f=35

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Slightly modified Lt. Khaki 3.7 2004 LTD 4X4. Purchased new 8/6/03.
What I don't have....A Mag light mounted to my seat.
Original Old L.O.S.T. #000354

Nick's Pics & Mods click here: http://www.cardomain.com/ride/531173
http://www.survivaltopics.com/forums/

I have felt your pain
Then I found or rather started doing ALL my business with Searchers 4wd
www.searchers4wd.com
They are great
quick story why
bought a power trax from them
they installed
I payed
it broke
they removed
installed a new power trax
it broke
they are now swapping that power trax for a Detroit at NO extra charge
this is a $150+ up grade
why no charge
because I will now have to pay some one else to do the install
I know a place that charges $200 to install a detroit in a Dana 44
so to make up for the other $50 they are fabbing me a muffler mount

I can not ask for any thing more but IMO that is GREAT customer service
good thing about this place is that they can and will build what ever you need
I have posted once before that they were willing to build ANY THING custom for ANY rig
but they want a commitment of say 5 pcs. before they start
I have a KJ that they can use and I am willing to go as far as renting a car for my wife for a few days so they can
have a template to build what ever you want but you need to find 4 other people who want the same thing
and I get the "prototype"

Customer service is the biggest issue that prevents the auto industry in general from coming out of the gutter. From Car sales to service. It seams to be a rampid problem that NOBODY wants to address and/or work on.

They figure that... "Well, everybody acts that way so I guess it is industry wide so Why do I want to be any different? " When in fact if anybody does step up and provide the customer service we ALL want (even they want it) and should get for our hard earned dollars, then it would not be difficult to get way ahead and be very successful.

Some say it is the customert's fault. or the internet's fault. Bull @#$%. customers want the best price they can get ALONG WITH the best customer service. PEROID! the internet just provides more outlets for that and more POSSIBILITIES for it.

I have found several providers that have done well. I have also found some real artists that I am willing to be more understanding and forgiving to. Rock Lizard is one of them. Marty's work seams to be well worth the wait. besides he is VERY understanding that affording his work may take time. He is not the fastest of the KJ vendors but I feel that his customer service and expertise is well worth the wait and more than worth the price.

I have a recently developed issue with Mean Green and the alternator they SAY was for a 2007 KJ 3.7. Seams that chrysler must haver changed the plug some where along 2006 or 2007 cuz the nearly 400.00 alternator i bought does not fit. The part fits, just the plug is wrong. I have JUST discovered this today and have emailed the company. I will keep all up to date on this as this is an important part that alot of you will be looking for. Their customer service, up to this point, has been great. Lets see how it plays out.

We should all demand better, and expect to get a little better customer service.

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'07 Ltd 3.7L, Black, OME HD's, OME shocks, Mopar Skids, AEV Bridgers w/ TPMS, Kumho KL78's, ARB Bumper, KC 130 Watters, Warn M8000 Winch, Rock Lizard Gecko Roof Basket KC 150 watters, Cobra 75WSX, 3 ft FireFly, RL Super Step Skinks

I have been in the customer service business in the automotive trade for over 20 years.
You will find at each dealership a few people who will go out of their way to help. But most others won't give you the time of day.

I finally left b/c the dealer didn't want to pay me for my experience, even though the General Manager told him I was the best at talking to and helping people that he'd ever seen.

My grandfather once told me. "Kevin, never be afraid to buy the best. You'll not be disappointed." And he was right. You still get what you pay for. And along those lines, people will pay more for better service.

My brother has sold cars for 25 years. He provides such good service that all of his clients are repeats.

I don't think you're asking for too much. It just seems that your asking the wrong people.

KJKev

I love that line and i swear it must be something about people from many years ago because my grandfather told me something similar when the subject came up about paying top dollar for known good but pricey products. He said: "When was the last time you were sorry about paying good money for the best?" it was in reference to some high dollar custom furniture but the quote works for a lot of things. I have personally felt the sting of trying to save a buck on inferior products. I guess the same goes for service, sometimes you get what you pay for.

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99 TJ
71 C101
04 KJ
03 SFA KJ Sport
LOST JEEPS So-Cal

I agree, with one caveat, "if they don't have what you really want, buying the best won't satisfy you."

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2005 CRD "Ol' Blue"
Red Ryder carbine-action, two hundred shot range model air rifle with a compass in the stock and this thing which tells time.
My build page- RL Komodo Rear and TJM Front Bumper, armored, lifted, JBA Steel D30, 4.10s and ARB air lockers.

You are definitely not expecting too much!! Most businesses/people in this country are not focused enough on customer service. If I'm buying a product, I'll pay more for it where I know I'll get excellent service. That's a perfect example of why I have not been in a Walmart in over 3 years! I don't care how cheap their razor blades are - I'll buy them at Target for $1+ more because Target's people are friendlier, more helpful, & obviously are trained better.

So ends my time on the soapbox...

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STEVE
L.O.S.T. #075255
Patriot Blue 2002 Sport, OME Lift, 245/75/16 BFG AT's on Cragar Soft 8's, Black Widow Basket, Magnaflow Exhaust, Sirius Radio, Alpine Blackbird GPS, Silverstar Headlight Bulbs, Homemade Cross Rails, Debadged, Amsoil Bumper-to-Bumper, More Mods to Come...

In business you can offer:

PRICE
QUALITY
SERVICE

Unfortunately, a business can only afford to offer 2 of these. Everyone wants QUALITY stuff for a low PRICE so service suffers.
How popular is Walmart? When you go, is there a guy there to help you try on shoes or someone who can tell you the difference between Plasma, LCD or DLP TV's?

Dell wanted to build the best PC's on the market (best PC's sounds like almost pregnant) and they did their best to keep costs down so they would be in line with HP and Gateway's pricing (both sold in Circuit City and Best Buy). They tried to send their call center to India but that was a disaster. They had to bring the jobs back here and raise their pricing.

Apple makes excellent gear, has excellent service and is the most expensive in each category.

The art of customer service is on life support and the consumer is about to pull the plug.

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2006 CRD http://www.UtahPowderCoatings.com/ http://www.gorecon.com/ I'm kind of a big deal.
RL rear bumper, ARB front bumper, Mile Marker winch, Power Tank, Skids by Mopar & Skid Row, RL Super Skink Sliders, 235/85R16 MTR, Air Flow Snorkel, DTT, 4.10 gears, Frankenlift II, Katskin leather, JL Audio stereo, Rosen video.

Yes you are expecting too much. There is no more customer service anywhere anymore. They may say they do have it, but it is only hot air. So...expect nothing from anyone, then you can be glad if something goes right.

One of the reasons customer service has went down the tubes is the fact businesses do not want to pay someone for what they know, they want to hire as cheap as possible. You end up with people who do not care and are only there for a paycheck. Used to be you walked into a clothing store , you talked to someone who had sold suits their whole life and knew the cuts of cloth etc. Or a tire shop and you talked to someone with a ton of knowledge, anymore you hardly ever find that anywhere

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MUDD'S MOTORSPORT'S We do IFS lift installs ,
03 OVERLAND EDITION /Kilby-Skidrow-Mopar-4XGuard skids/ 2.5 inch TOTAL CONTROL JBA coilovers -JBA Arms/MOABS-31 FALKEN WILDPEAK AT3W / 4.10's etc, 04 Kilimanjaro Edition loaded, plus 05 KJ limited

This is about to turn south and have a discussion on the causes of poor customer service. Some want to blame the unions, others politicians, and yet others the Japanese..... I am sure that EVERYBODY will have a different reason to add to the discussion, so lets just leave it at that.

An update on the Mean Green Alternator and their customer service.....

As i said earlier I discoverd the hard way that Chrysler had changed the plug for the KJ alternators somewhere around 06 or the 07 model year. After takling with Paul at Mean Green and sending him images of the OEM plug I have now he is looking into the situation and leaning towards developing a harnes/jumper that allows their current High Amp Alternator to function on 07's and myabe even 08 KK's.

This guy offered to have the item returned and a FULL refund, but is willing to work with me on the development of a little connector. They are standing behind their product and are very interested in have many more KJ'res as customers.

Alt. part # for the 02-06 models is MG-1387.

Part number on the harness for the 07's and up is in the works.

Further updates coming

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'07 Ltd 3.7L, Black, OME HD's, OME shocks, Mopar Skids, AEV Bridgers w/ TPMS, Kumho KL78's, ARB Bumper, KC 130 Watters, Warn M8000 Winch, Rock Lizard Gecko Roof Basket KC 150 watters, Cobra 75WSX, 3 ft FireFly, RL Super Step Skinks

Wow, the Japanese??? Thats so 80's, get with the program man, today its the Chinese, Indians, Ukranians and Poles

Same story different year. Glad you've found a pocket of customer service in this sea of cost cutting.

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2005 CRD "Ol' Blue"
Red Ryder carbine-action, two hundred shot range model air rifle with a compass in the stock and this thing which tells time.
My build page- RL Komodo Rear and TJM Front Bumper, armored, lifted, JBA Steel D30, 4.10s and ARB air lockers.

Good to know another vendor with good service.

P.S. In before the lock....

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Brian, Blue KJ in PA
LOST#99, Mid-Atlantic LOST
Blue 2003 KJ Sport

RL Super Skinks

WHOAAA!!!!!!!!!!!! Back the truck up!!!!
OK guys this is gonna be all ya wrote here in a minute. Woody is right this could turn south and with the comment from bugn it going to and that is not going to happen.

The topic was customer service and are we expecting to much, not what countries or cultures that some may think is causing its decline.

Please keep with the subject.

Thanks

_________________
Annette

LOST JEEPS So-Cal
Just a Jeep
named "Sammy"

X2,

Lets make this a topic about those who exhibit shotty customer service (Without the editorial comments) or even better lets make it about the ones who CARE about the customers and promote those GOOD experiences.

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'07 Ltd 3.7L, Black, OME HD's, OME shocks, Mopar Skids, AEV Bridgers w/ TPMS, Kumho KL78's, ARB Bumper, KC 130 Watters, Warn M8000 Winch, Rock Lizard Gecko Roof Basket KC 150 watters, Cobra 75WSX, 3 ft FireFly, RL Super Step Skinks

I'm tired of dealing with negativity in life. Let's think positive. It might not happen, but you never know.

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- Burchie

Sorry to say that times have changed. For the most part pride has left the work place. It is still around, just not as much. Take a look at the guys on here that have been working on NEW bumpers. They have pride in their work.

Many, many years ago my dad wasst out of work. He went to an Oldsmobile dealer and checked about get work. They were short handed but were trying to make it work out. Dad told them that he would work free for 1 month as their service supervisor. If he didn't increase buisness by 50% he would leave, no questions asked. He doubled their buisness. It was done with customer service. At the end of his first year the owner gave him a brand new car.

Marty and some others on here care about what they produce. They also care about what their customers say and think. Customer service!

Terry

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2011 Ford F-150 XLT 4X4

Sorry, wasn't meant to stir things up. Mea Culpa It was a poor attempt to point out that the comment seemed outdated. If I offended anyone, I apologize.

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2005 CRD "Ol' Blue"
Red Ryder carbine-action, two hundred shot range model air rifle with a compass in the stock and this thing which tells time.
My build page- RL Komodo Rear and TJM Front Bumper, armored, lifted, JBA Steel D30, 4.10s and ARB air lockers.

It was outdated on purpose.

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'07 Ltd 3.7L, Black, OME HD's, OME shocks, Mopar Skids, AEV Bridgers w/ TPMS, Kumho KL78's, ARB Bumper, KC 130 Watters, Warn M8000 Winch, Rock Lizard Gecko Roof Basket KC 150 watters, Cobra 75WSX, 3 ft FireFly, RL Super Step Skinks