1. This site uses cookies. By continuing to use this site, you are agreeing to our use of cookies. Learn More.

RANT - Parts Handling Charges

Discussion in 'Rants & Raves' started by ShaunS3, Mar 19, 2013.

  1. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Right guys, want some impartial views from you all - Here's the story:

    I am soon to be taking my car off the road for a major service and mechanical overhaul (Wheeler Dealer Treatment). So i place an order with my local TPS outlet for all the parts i need and some extra 'wanted' parts that i later removed off the list as i couldn't afford them at this time.

    I totaled up and the parts that i needed and emailed the revised list back to TPS to supply and requested the new total from then. It was a great shock when the price they came back with was over £500 more than what i had, even after i had removed all the unnecessary items. So i queried this, but never received a response.

    I later rung them up to speak to the guy i had been dealing with but conveniently, he wasn't in the office so I attempted to query the costs with the available parts advisor to which they replied they don't have time to go over other people's work but I needed to come and collect the parts as they have to be shifted or their manager wouldn't be happy when they returned to the office. With this in mind, i told them i was happy to come down to their offices for collection and would happily run through the invoice against my list and highlight any discrepancy because they told me they didn't have time due to the amount of incoming phone calls.

    I arrive at their offices to with a very cold welcome buy the advisor i spoke to on the phone, whom appeared to hold what can be described as a stroppy/can't be arsed attitude. I suspect this wass due to the workload on the day, which i fully understood and again I said i was happy to run through it on my own so they could answer the phones if needs be and i would call them once i was happy. The guy insisted on staying with me and rushed through the invoice/parts list in order to get me out of the way.

    Despite asking the question 3 times, they couldn't/wouldn't help me figure out why there was over £500 increase from my total to their invoice, so i was made to feel like i had no choice but to shift the parts from their offices. I settled the bill and prepared my car to be loaded into.

    The said advisor brought out the trolley and began to throw the parts into my car, not bothering how they landed or how they were packed. Once finished, he just walked off with the empty trolley and shut the door.

    I was left feeling a little wound up after that very cold, unhelpful transaction. Once i got home, i ran through the parts list/invoices in great detail and noticed that it was the brake pads and discs that were just over £500. I nearly fell off my chair! So i ran through it again and realised that the brake discs were price per disc instead of a pair for front and rear like most places sell them (In pairs). In addition to this, the price for rear brake discs had gone up from £29.50 per disc to £127.77 per disc.

    With this in mind, i have ordered a set of performance pads and discs from an alternative supplier at less than half the cost of the standard discs and pads. Rung TPS up again today to let them know i will be returning them as i simply can't afford them and they want to charge me a 15% handling charge (equal to £77.25) because i had all the prices and i paid/collected the parts. My argument is, i did query the increase in cost on numerous occasions, nobody would give me a straight answer and i was pressured by their staff to shift the parts and his attitude towards me (his customer) after spending a considerable amount of money with them all in one shot was not acceptable in my eyes.

    The manager has taken my details and told me he will need to speak with the site manager as he feels i should be paying the parts handling charge. Again, his attitude towards me wasn't the best, especially being a manager dealing with a complaint.

    In your own opinions, is this fair?

    Should I stick to my guns?

    How would you respond?

    Thanks in advance guys.

    Shaun.
    Last edited: Mar 19, 2013
    #1
  2. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Anyone? :(
    #2
  3. voorhees
    Offline

    voorhees Moderator Staff Member Moderator

    Joined:
    Dec 18, 2005
    Messages:
    15,027
    Likes Received:
    1,148
    It seems a bit of both,they sound like they are in the wrong jobs and you should have got a breakdown of the pricing.
    #3
  4. _Zerocool_
    Offline

    _Zerocool_ Member

    Joined:
    Jan 26, 2013
    Messages:
    217
    Likes Received:
    36
    I'm no expert but firstly I wouldn't have paid for something that was £500 more than expected without an explaination. It may have been best to walk away until they were prepared to behave like professionals. But whats done is done. Going back to basic retailing don't you have to clearly display the price of items and don't you have the right to return something within 14 days without reason. (like a cooling off period?) TPS are a decent sized company. I would speak to the site manager and explain that you have tried to be reasonable, have felt bullied into paying the extra with no explaination and you want your money back or to exchange for a cheaper set... (I take it you don't want to keep them) If the site manager isn't reasonable I would tell him that you feel you have been mislead, have tried to clarify but this was refused and that you will be speaking to trading standards and complaining to his/her boss formally. Good luck anyway, its not a nice feeling is it.
    #4
  5. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    I have got a breakdown of prices that they screenshot me.

    The screenshot of the parts list they gave me suggested that the discs came as pairs, which now seems it isn't the case. In addition to this, when comparing their screenshot to their invoice, the price per rear disc was originally quoted at £29.50 and on the invoice it has been priced at £127.77 per disc so they have provided me with misleading information over charged me on their invoice anyway.
    Last edited: Mar 19, 2013
    #5
  6. voorhees
    Offline

    voorhees Moderator Staff Member Moderator

    Joined:
    Dec 18, 2005
    Messages:
    15,027
    Likes Received:
    1,148
    Go to citzens advice or phone them
    #6
  7. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    I have considered that and will be ringing them tomorrow whilst I am waiting for TPS to discuss and call me back.

    Thanks for your input anyway, much appreciated.

    Shaun.
    #7
  8. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Thanks for reply mate.

    I'm going to gather all the facts together tomorrow and ring citizens advice. Worth looking into the 14 day returns clause I think.

    Thanks again.

    Shaun.
    #8
  9. jojo
    Offline

    jojo S3 Drift King! Staff Member Moderator

    Joined:
    Sep 4, 2003
    Messages:
    25,975
    Likes Received:
    1,576
    TPS, a victim of it's own success.
    #9
  10. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Please do elaborate :)
    #10
  11. TrisLC
    Offline

    TrisLC Member

    Joined:
    Feb 26, 2013
    Messages:
    334
    Likes Received:
    1
    Personally I wouldnt pay the fee, this circumstance has been caused due to there very poor customer service and misleading information.

    You are a valued customer and have just spent a large sum of money with them, you choose to do this due there reputation etc etc etc You have tried to explain your concerns when you called and when you have arived to collect. Also you have not left it for days to try and return the discs you have let them know asap.

    Speak to the site manager, dont accept anything less. He should take your issue and value you feedback on the service that is being provided. I would assume the service you have recieved is a the president.

    Good luck
    #11
  12. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Just the response i wanted.

    The parts manager i spoke to today is going to have a word with his site manager as he believes i should be paying the handling charge. I will have to see what he comes back with and if he insists i have to pay it, i will demand to speak to the site manager or better still, go down to their offices and have it out with them there.

    One things for sure, they ain't keeping £500 of my money, nor taking anymore of my money due to their poor customer service/care and lack in professionalism when dealing with me onsite. I wouldn't dream of treating customers the way they did.

    I will post up my progress on this as soon as I have received a response. Thanks again.

    Shaun.
    #12
  13. jojo
    Offline

    jojo S3 Drift King! Staff Member Moderator

    Joined:
    Sep 4, 2003
    Messages:
    25,975
    Likes Received:
    1,576
    When a company is successful, they get busy, then customer service standards drop.
    #13
  14. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Unfortunately, i have been subjected to this and am now being expected to pay for their failings. Wrong.
    #14
  15. TrisLC
    Offline

    TrisLC Member

    Joined:
    Feb 26, 2013
    Messages:
    334
    Likes Received:
    1
    If you do go to there premises again, make sure you are calm and professional. It becomes easy for them to point the blame at you if you give them reason.

    Also be aware that some managers use the "ill speak to my boss" line as an easy way for them to say no to you. Taking accountability out of there hands.

    Ask for the site managers name and email him your issues and ask for confirmation of receipt! I would also get there complaints procedure from there website and copy in whatever address you find.

    Let us know how you get on, it's a real bug bear of mine when business who need you money can't deliver the service they should. I work in a retail environment and after many years know that excellent service returns continued business.

    Cheers

    Tris
    #15
  16. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Tris, your advice is most helpful and certainly valued.

    I understand the importance of remaining calm, even if i do want to play Frisbee with the discs and slice their throats. Sorry, did i say that out loud? haha

    I will be sure to follow correct complaints procedure and keep records of everything to reinforce my case.

    Shaun.
    #16
  17. phil miller
    Offline

    phil miller Member

    Joined:
    Sep 9, 2012
    Messages:
    845
    Likes Received:
    83
    I do feel your pain, but remember TPS is a trade only company, some do retail, most dont, they may use that against you, also a 15% handling charge is well within the law as its stated on the invoice, also you ordered the parts, and paid for them, so they could try and defend it that way

    Please understand im not saying they are correct, fair from it, but ive been in the motortrade for 20 yrs and have seen this many times, and very rarely does it work out in favour of the small firm or man, the big firm normally get anyway with it

    i wish you all the best dude
    #17
  18. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    No, I get what your saying. Thanks for your input.

    Shaun.
    #18
  19. Jason.s
    Offline

    Jason.s Active Member

    Joined:
    May 12, 2010
    Messages:
    2,879
    Likes Received:
    348
    Ok picking bits from that..

    Discs from VAG NEVER come in pairs, always individual. What discs were they to charge you £127 instead of 20 something? Get a part number and i`ll check it.

    If they have cocked up on the prices then you shouldnt pay the handling charge. That should only apply if you`ve incorrectly ordered them or you just dont need them anymore and want to return. All special ordered returned by the customer incure a handling charge or if its electrical it cannot be returned. Depending on the circumstances as mentioned above.

    BUT in theory if you really did have a problem with the price whilst in the shop you shouldnt have proceeded with the transaction like someone mentioned above. No matter how misserable and rude they were to deal with you should stick to your guns and get the matter sorted. Not wait to get home and leave them to think you`re fine with what you`ve got and paid for.
    #19
  20. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Thanks for the reply Jason.

    Part number is: 8N0 615 601 B

    I never knew discs from VAG didn't come in pairs as I am new to the VAG world, hence my ignorance/assumption. I do realise now that i shouldn't have paid up but being the kind hearted soul i am, i wanted to help them out and get the parts shifted before they received a complaint from their manager that my parts were still sitting there unpaid for and taking up space.
    #20
  21. Jason.s
    Offline

    Jason.s Active Member

    Joined:
    May 12, 2010
    Messages:
    2,879
    Likes Received:
    348
    Retail on that part is 56.26 inc vat each from a dealer but TPS is usually a bit cheaper as they buy in cheaper from VW. To help the trade and to combat motorfactors.

    From a business point of view they shouldnt be threatening you with complaints about collecting parts. Fair enough they`d like you to collect and pay for the part so they arent missing out. Cant quite remember how much time is given to TPS for returns but we a main dealer have a month to PDR parts back to VW. We dont pressure customers to collect immediately. Does more harm than good.
    #21
  22. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Thanks for your help Jason, much appreciated.

    I've got everything bullet pointed now, ready for when the decide to call me back and sort it out. I'm guessing they are going to insist i pay the handling charge, so i've got down all the facts :)

    Thanks again.
    #22
  23. Jason.s
    Offline

    Jason.s Active Member

    Joined:
    May 12, 2010
    Messages:
    2,879
    Likes Received:
    348
    They`ve clearly overcharged you so say you`ve spoken to someone that works a VW main dealer and they`ve quoted what i have above and you know TPS should be cheaper than dealer prices so why have the prices shot up from the first quote to your invoiced price.

    They have overcharged you wrongly so you`re within your right to cancel the order without incuring handling charges or they can atleast try and reduce prices to resolve the issue. You have proof of your previous quote as you tried to compare the prices and parts at the time but as mentioned they werent interested. Prices inscreases do happen often but never by that much so they cant tell you theres been an increase inbetween the two.
    #23
  24. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Yeah i know parts prices change often but like you say, not by that amount. I want a full refund as i have now purchased performance discs and pads for less than half the price, due to the fact they couldn't be bothered to help me. If they had corrected the error maybe and reduced the costs a little then i would have been more inclined to keep them but now i just want my money back. I'm not being treated like that and then expected to give them more money, nevermind the £500 they have already had out of me for the pads & discs.

    I'm still waiting for them to call me back. If i haven't heard anything by tomorrow lunchtime i will be ringing them back again.

    Shaun.
    #24
  25. s3dave
    Offline

    s3dave TFSI Hybrid

    Joined:
    Nov 11, 2009
    Messages:
    10,120
    Likes Received:
    728
    Ok what Phil says could be Valid, as in they should not be selling to the public, did you say you were in the trade? so be careful they dont try that line on you...
    Care to Name the Branch?
    I ordered some gaskets from them and collected them on friday from TPS Leeds and was met by the most horrible human i have ever met, clearly in the wrong job or his **** had just fallen off from boredom..
    I asked for a price of some engine mounts while i was there, and he said, couldnt you have rung up? i said No, it was an after thought, he then did an exaggerated sigh and disappeared for 20 mins before saying i need the chassis number as there are 5 different part numbers....he was totaly nearly crying at this point,, so i just left it ....
    Pm me the part numbers and i will ring up and see if the prices match?
    #25
  26. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    I am a trade customer to TPS through my mates garage (help him out occasionally) and also technically in the motor trade through my main occupation too.

    The said branch is Bradford TPS. I will send you the part numbers in the morning fella, thanks for your help!
    #26
  27. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    UPDATE:

    Just to let you all know, I have phoned the TPS branch up again just now and spoke with the supervisor that i spoke with a few days ago. He advised me that he spoke with the site manager at great length on my complaint this morning and they have agreed to accept the parts back and waiver the handling charges - RESULT.

    Although they did not admit they were at fault and that they wouldn't usually accept discs & pads back? So i put him in his place and explained that the parts cost has inflated over 400% from the original quote to the invoice and that I was more than happy to bring the paperwork down to prove it. He stated that's not the info they have got there but invited me to come back in with the paperwork when crediting the parts and if proven to be the case, they will deal with it accordingly with the member of staff that has made the error.

    Thanks for all your help guys, although I didn't need to use the majority of the points I had written down, your advice and support on this has not gone to waste. It's good to know we all look after our own and keep suppliers in check!

    Shaun.
    #27
  28. jdp1962
    Offline

    jdp1962 Grumpy Old Moderator Staff Member Moderator

    Joined:
    May 26, 2003
    Messages:
    5,831
    Likes Received:
    837
    Good result.
    #28
  29. jojo
    Offline

    jojo S3 Drift King! Staff Member Moderator

    Joined:
    Sep 4, 2003
    Messages:
    25,975
    Likes Received:
    1,576
    Good work Shaun.
    #29
  30. miw615
    Offline

    miw615 Member

    Joined:
    Feb 21, 2013
    Messages:
    446
    Likes Received:
    48
    Good result - and so they should look after you!
    #30
  31. ShaunS3
    Offline

    ShaunS3 Yorkshire & Humber Rep.

    Joined:
    Mar 1, 2012
    Messages:
    909
    Likes Received:
    114
    Cheers guys :)
    #31
  32. _G_
    Offline

    _G_ Member

    Joined:
    Jul 24, 2011
    Messages:
    872
    Likes Received:
    34
    +1 call trading standards duty officer too.
    used to be able to report these things online and have a call back within a few days... let me see if I can dig out the link... ahhh dang the site is now closed.. they closed on March 2012 but they were called Consumer Direct and were amazing.. it was the office of fair trading, CAB, police and council all working together... well get in touch with your council then I say.. to speak to trading standards or CAB should be able to help as well.
    #32

Share This Page