jrhoads Posted August 31, 2015 Report Posted August 31, 2015 I have ordered quite a few things from this site (Andy Bernbaum) in the past, I suspect many of you have ordered more. So tell me, is it just me or is the guy that answers the phone dry as toast? I don't know who it is but he almost acts like anything you ask is a pain in the rear... Not exactly customer friendly in my opinion.
mopar_earl Posted August 31, 2015 Report Posted August 31, 2015 I agree, he shouldn't be answering the phone. Everytime I call I get the same guy. Might be the only guy. Earl 1
wilmacmike Posted August 31, 2015 Report Posted August 31, 2015 Yep. Your right, he is dry as toast. I thought the exact same thing when I was inquiring about parts for my DeSoto. I called him one day about rear drums. He did tell me up front he did not think he had any. But he was complaining to me that now he HAD to go spend the time to double check. He seemed to be really bothered about my call. Looking at their site, it states to call about any and all parts if needed. It actually says: " For help NEVER hesitate to call us 9:30-5:30 EST M-F By the way they do not list the brake drums on the site, but they do have a caption saying: "Many brake drums available....Please call.. So I did call, and I was turned off by the lack of customer service. Any company that would go out of their way to at least show an interest in our projects and thank us for considering them as our possible parts supplier would really make me glad I called them even though they did not have the part I needed at that time. I would call them again when something else would be needed. Unfortunately there are so many companies these days that don't care enough about "repeat business". They ARE NO longer freindly, and eager to help customers in need. We are the ONLY reason why they are in business. Ok I'm done now, sorry. Mike 1
White Spyder Posted August 31, 2015 Report Posted August 31, 2015 I have found them to have good products and willing to handle returns. He has made suggestions and assisted me in installations. Glad that they are supplying parts.
jrhoads Posted August 31, 2015 Author Report Posted August 31, 2015 (edited) I needed a part tomorrow (which I ordered 8 days ago) I inquired about it and he told me it had been back ordered. Since I need it tomorrow because other work is being done, I asked if they ever send out anything when something is back ordered. He said he didn't know how the website worked about things like that. I said Ok, and he just hung up. No sorry about about that, goodbye or anything. I like their parts but this guy always leaves me wondering why I bother. On the opposite side of the spectrum, the Vintage power wagon guys are always very nice and extremely helpful... I am a business owner myself and I would want to know if I had somebody on board that acted like this guy. Edited August 31, 2015 by jrhoads
mopar_earl Posted August 31, 2015 Report Posted August 31, 2015 I also had a order not show. One part was on back order. Instead of calling or emailing me they did nothing. I had to call them. Then he wasn't happy I called or that I asked about my order. I called a week later to see about adding a part to my order if it hadn't shipped yet. After some sighs and mumbling he said hold on. Part I wanted to add was also on back order. I said never mind and to ship me the parts they had. If it wasn't for being one of few to get parts from, I'd not bother at all with them. Earl
Brent B3B Posted August 31, 2015 Report Posted August 31, 2015 has anyone asked mr. grumpy pants for his name? sometimes when dealing with someone like that, i have found if you ask their name the attitude changes..... 1
Mark D Posted September 1, 2015 Report Posted September 1, 2015 I've been to his shop in person several times. 20 minute ride from my office. Fella I deal with is always personable in person. But I ain't going in with expectations of grand dissertations... the owner I beleive monitors the email and usps, my advice would be to state your displeasure. One can't make something better if he isn't aware of the issue. 1
Seaside Pete Posted September 1, 2015 Report Posted September 1, 2015 I have had 3 orders now shipped over to the UK from AB and have found them great to deal with. I usually deal with a guy who signs himself CJ, however I have only spoke once on the phone which was fine. (maybe I was lucky) Pete
doctor dirt Posted September 1, 2015 Report Posted September 1, 2015 Same thing here, I ask for someone else when he replies like he's bored. The guys a jerk and he's well aware of his attitude. Doc 1
Dan Hiebert Posted September 1, 2015 Report Posted September 1, 2015 That's an ongoing issue with AB. I've dealt with them for about 20 years now, and its the luck of the draw for who answers the phone - but it seems it's only the one "dry toast" guy. There are others that are quite friendly and helpful. The company changed hands a couple years ago, and if I recall correctly they kept some of the "old" help on. I've never been offended by their customer service, but I lived in New Jersey for couple of years, and New York the past 6, so I may be slightly immune to bad customer service.
jrhoads Posted September 1, 2015 Author Report Posted September 1, 2015 Follow up..... I was able to contact the owner who was very apologetic and reached out to me quickly. Apparently the dry toast guy was kind of inherited with the purchase of the company a few years ago. And even though he is the way he is, he brings a lot of knowledge to the company. As the owner told me, that is no excuse and he will likely need to manage this guy (Ed) better in the future. Its a bit of a double edge sword. However, if anyone calls and Ed isn't on his best behavior, ask for Josh or Chris. I was very pleased to know the owner really cares and went out of his way to contact me. That means a lot to me. Jim 1
Roadkingcoupe Posted September 1, 2015 Report Posted September 1, 2015 Double edged sword. So you can get great customer service from a less knowledgeable owner/csr....but less technical awareness OR You can get a "dry as toast" personality that knows his stuff with 30 years experience. I personally would pick the later...... 1
Don Coatney Posted September 1, 2015 Report Posted September 1, 2015 Double edged sword. So you can get great customer service from a less knowledgeable owner/csr....but less technical awareness OR You can get a "dry as toast" personality that knows his stuff with 30 years experience. I personally would pick the later...... I agree. As Joe Friday said. "Just the facts mam"
Dave72dt Posted September 1, 2015 Report Posted September 1, 2015 You also get the "dry as toast" customers. I deal with phone and over the counter customers every day while selling parts and some customers just don't inspire you to do more than an adequate job. Customers don't always present themselves well. Next time he answers, you can try " Is this Ed? I was hoping to get you. I know you're the right guy to talk to about getting what I need."
jrhoads Posted September 1, 2015 Author Report Posted September 1, 2015 (edited) Double edged sword. So you can get great customer service from a less knowledgeable owner/csr....but less technical awareness OR You can get a "dry as toast" personality that knows his stuff with 30 years experience. I personally would pick the later...... There is no reason why you cant have both qualities. I am a business owner and I better never find out my guys are being rude to a customer. Unless of course the customer is being rude themselves. Rude is what I am talking about, not just dry.. Regardless of how you look at it personally, there are enough people on this thread that do not like being treated like that. Its my money and I will take it where I believe it is appreciated. A little honey goes a long way. Edited September 1, 2015 by jrhoads
Plymouthy Adams Posted September 1, 2015 Report Posted September 1, 2015 You also get the "dry as toast" customers. I deal with phone and over the counter customers every day while selling parts and some customers just don't inspire you to do more than an adequate job. Customers don't always present themselves well. Next time he answers, you can try " Is this Ed? I was hoping to get you. I know you're the right guy to talk to about getting what I need." oh no..not one that butters the toast so to speak...you may as well ask up front where is the best spot to kiss.... 1
jrhoads Posted September 1, 2015 Author Report Posted September 1, 2015 oh no..not one that butters the toast so to speak...you may as well ask up front where is the best spot to kiss.... Exactly.
Dave72dt Posted September 1, 2015 Report Posted September 1, 2015 butter and honey are allowed, no kissing
Roadkingcoupe Posted September 1, 2015 Report Posted September 1, 2015 Somewhere over the rainbow is a fully stocked parts room full of NOS parts at the LOW LOW LOW prices of the 1930's and 1940's. In this magical place the parts room is fully stocked and the staff are wearing bow ties, button up shirts and white gloves. When you walk in the door you are greeted by name, service with a smile and the customer is king. Now for reality....... The parts are hard to come by Prices are rising and the vendors can sell to who ever they like (regardless of the mood they are in). The amount of knowledgeable vendors with good inventories are diminishing and as customers complaining that your toast wasn't buttered or there isn't enough "honey" in the phone service is an outdated and unrealistic expectation. Unless you can give me location of this magical parts room, then I would suggest you welcome the real world. Maybe you can go to Walmart and get "greeted" but I know what its like to work a parts room and phone lines. The more knowledgeable the person is that answers the phone....the higher chance I will get the parts and info I need. As far as their intonation, phone voice, demeanor or what ever you want to call it. Good parts, fair price and intelligent parts info trumps phony "greeter" retail any day. There were tons of posts about AB and his demeanor over the years. There are lots of people who dealt with AB and never had a problem. So AB retired and they had to keep at least one knowledgeable employee on the payroll. Now there's complaints that they kept a guy who knows what he is doing but is "jaded" from years of dealing with "Moparites". Keep it up and get rid of the one guy who knows what he is doing and lets see "how that is working for you".
Roadkingcoupe Posted September 1, 2015 Report Posted September 1, 2015 Did you know that Bernbaum's inventory includes 1000's of parts NOT IN THE CATALOGUE. That there are many hard to find parts that no one knows about......except for the guy that answers the phone. In other words....there is a treasure trove of hard to find parts that no one seems to inventory, unless you ask the "dry" guy that answers the phone. Chances are good that the new owner doesn't even know what exactly is hidden on the shelves of the old AB inventory.
jrhoads Posted September 1, 2015 Author Report Posted September 1, 2015 (edited) Somewhere over the rainbow is a fully stocked parts room full of NOS parts at the LOW LOW LOW prices of the 1930's and 1940's. In this magical place the parts room is fully stocked and the staff are wearing bow ties, button up shirts and white gloves. When you walk in the door you are greeted by name, service with a smile and the customer is king. Now for reality....... The parts are hard to come by Prices are rising and the vendors can sell to who ever they like (regardless of the mood they are in). The amount of knowledgeable vendors with good inventories are diminishing and as customers complaining that your toast wasn't buttered or there isn't enough "honey" in the phone service is an outdated and unrealistic expectation. Unless you can give me location of this magical parts room, then I would suggest you welcome the real world. Maybe you can go to Walmart and get "greeted" but I know what its like to work a parts room and phone lines. The more knowledgeable the person is that answers the phone....the higher chance I will get the parts and info I need. As far as their intonation, phone voice, demeanor or what ever you want to call it. Good parts, fair price and intelligent parts info trumps phony "greeter" retail any day. There were tons of posts about AB and his demeanor over the years. There are lots of people who dealt with AB and never had a problem. So AB retired and they had to keep at least one knowledgeable employee on the payroll. Now there's complaints that they kept a guy who knows what he is doing but is "jaded" from years of dealing with "Moparites". Keep it up and get rid of the one guy who knows what he is doing and lets see "how that is working for you". Actually, you have morphed this into your own perspective with respect to the original post. Nobody said anything about a magical kingdom with low low prices and white gloves that powder your fanny when you enter the room. You did. It is a simple matter of being courteous to a person that is engaging with you to take your money for said goods. In my "real world" I treat people with respect especially if I am trying to sell them something. It is rather ignorant to expect and assume people will bend over and suck it up just to get what it is you have. Seeing how the owner was in total agreement and was very apologetic and did not want this happening on his dime, your point is moot. BTW, the "One Guy" isn't the only person at AB that is knowledgeable. + this forum in and of itself provides more combined knowledge than you would ever get from one person at any establishment employed or gone... Edited September 1, 2015 by jrhoads
Roadkingcoupe Posted September 1, 2015 Report Posted September 1, 2015 Actually, you have morphed this into your own perspective with respect to the original post. Nobody said anything about a magical kingdom with low low prices and white gloves. You did. It is a simple matter of being courteous to a person that is engaging with you to take your money for said goods. In my "real world" I treat people with respect especially if I am trying to sell them something. It is rather ignorant to expect and assume people will bend over and suck it up just to get what it is you have. Seeing how the owner was in total agreement and was very apologetic and did not want this happening on his dime, your point is moot. This is a forum....people share their own perspectives. It is an exchange of knowledge, opinions and perspectives. I usually stick to posts that deal with technical knowledge ONLY! But I also live on the end of a parts line and know that there are two sides to this coin. I dont need someone to "sweet" talk me or hold my hand when I place a parts order. Some do. If you extrapolate your complaint into the future maybe you can actually get the "dry toast" guy fired. Then you will have won the battle and lost the war. Just my opinionated, well founded in experience perspective.
Plymouthy Adams Posted September 1, 2015 Report Posted September 1, 2015 IN PART.... Keep it up and get rid of the one guy who knows what he is doing and lets see "how that is working for you". he is going to die one day, why not do it now and decreased the surplus population....create room in this world for employees who happened the know where their paycheck comes from...the buyer...! That is why I was never in sales or greet the people..I know who I am... 1
Roadkingcoupe Posted September 1, 2015 Report Posted September 1, 2015 Seeing how the owner was in total agreement and was very apologetic and did not want this happening on his dime, your point is moot. BTW, the "One Guy" isn't the only person at AB that is knowledgeable. + this forum in and of itself provides more combined knowledge than you would ever get from one person at any establishment employed or gone... Since you are editing posts after I respond. May I add: It appears you have previously complained about the Plymouth Doctor. Today it is about one guy at Bernbaums. Tomorrow it will be somebody else. In other words the level of service provided by the current crop of Mopar parts guys doesn't meet your expectations. So in the last couple of years Frank Mitchell died, Andy Bernbaum sold out and retired and a lesser known parts guy passed away at a young age. The good knowledgeable parts guys are decreasing in numbers. Pick your battles carefully, eventually you will be in a room complaining that there are no more Mopar parts vendors to treat you "in the way you have been accustomed to". This forum is made up of people like myself that have been here from the beginning. I restrict myself to technical posts only BUT once you start slamming a parts guy for not treating you in the way you want I am compelled to defend the one guy in this thread with out a voice.
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