NOTE: This is not the view/opinion of DC Metro MINIs, just my own.

Ok, here is the situation. We ordered a MM CAI w/blue filter, filter cleaning kit, and lighting kit from Coopersport.com on 6/30/07. We received the lighting kit within the normal amount of time, but no CAI, filter, or kit.

• 7/23/07 Sent and email asking where the rest of our order is.
• 7/24/07 CS replied stating MM sent items to wrong address and is now backordered. (The items are being shipped from MM to CS in CANADA and then sent to us ?!?!?)
• 8/7/07 Received items, but not with the blue filter, but the red filter?!?!?
• 8/7/07 Called CS and notified them about the incorrect filter and told us they will ship us the blue filter today.
• 8/13/07 Emailed CS asking where is the blue filter and for a tracking #.
• 8/13/07 Received email stating they called MM and waiting for a tracking #.
• 8/15/07 Emailed CS asking where is the tracking #. Also stated that they told us they have a blue filter and will be sending it the day we called them.
• 8/16/07 Received an email from CS stating it has been shipped from MM and that it was cheaper for MM to ship it to us than for CS to ship it to us.
• 8/16/07 I contacted MM and obtained a tracking #. It turns out that the filter was shipped out 8/15/07 and should be here on 8/22/07
• 8/16/07 I contacted CS and told them I want to keep the incorrect filter now and want to keep the blue filter as well. They are going to come up with a price in 24 hours that I hope we can all agree upon.
• 8/18/07 Received an email invoice for the pruchase of the incorrect filter.
• 8/20/07 Called MM to find out how much a new filter cost because invoice price seemed high. CS invoiced me a higher price than MM even though CS told me it would be @ cost.
• 8/20/07 Called CS to ask them why it is different, had no explination........... Still in holding pattern....

Now, I do not bad mouth vendors very often, but this is f'ing ridiculous. I still don't have the blue filter and it has been 6 1/2 weeks. I am somewhat a patient and understanding person, but I am now done. I will keep everyone up to date.

Also, I have delt with CooperSport.Com in the past and have not had trouble before, so I am not sure what is going on there now.

EDIT: It seems IMO that Coopersport.Com is blaming MINIMadness for this situation. I honestly don't care who is to blame, I just want my frackin filter!

 

most vendors get it right 99% of the time. It's how they resolve the 1% that shows their true colors. sorry they didn't come through for you man....I know all too well this feeling after waiting 4 months for a $2500 refund on wheels I was shipped that were the wrong bolt pattern (after waiting months for them to be sent in the first place).

 

You and I must have been dealing with the same wheel vendor...

We, as consumers, don't mind waiting (I'm generalizing here) all we ask is to keep us inform. If there's going to be a delay, just p/u the phone and call us or send a quick email. It should be common sence but I guess it's not that common....

 

the other issue I find with small shops....they rob Peter to pay Paul - floating inventory on the next customer's back. A bad business practice for sure...you are always in the hole. The situation with my wheels...it took so long because the shop had used the $$$ from my refund for another customer's project and couldn't afford to send me the $$$ until they took deposits from the next sucker, err....customer.

 

Funny how "PU" shows up in a post about bad customer service....

 

Very true, especiaslly in the home improvement business. The 50% deposit you give them before the job goes to buying the materials to finish the last job. Then they have to wait for the next job to get materials to start yours.

 

a local custom home builder was doing this...until it blew up in their face (G&M Homes). They left several families with construction loans and liens on property from the subs that weren't paid. Can you imagine owing $500k on a property you can't move into? Thankfully, most of the banks and subs are being helpful and working out the $$$....but the customer loses and ends up paying considerably more due to bad business practices.

 

1st post updated.

 

I understand that it's more frustrating to be the one waiting for parts than to be one of us just reading about it, but from everything in your OP, I don't see why you're jumping on Cooperspeed. It doesn't sound like any of this is their fault, and it also looks like they've responded to your inquiries pretty promptly. If MM is having shipping or inventory issues, then CS is caught in the middle, and I'm sure it's got to be frustrating for them to have a customer crabbing at them when they are sort of helpless in the situation. It looks like they have contacted their supplier (MM) and gotten back to you with what info they have. I don't necessarily mean that you should be bitching out MM, either. I certainly don't see this as a "f'ing ridiculous" situation. I can see it turning into one, but right now it just looks like an error, and it sounds like the involved parties are trying to remedy the situation and no one is ignoring you.

 

6-1/2 weeks is a normal delivery time in most instances.

Mailing it to the wrong address and getting the part wrong, THAT would tick me off a little.

 

I meant "pick up" not the other "PU"... But you knew this...

But why is it that in most cases is the customer that is the one following up on their orders? And if there's a delay the only way the customer finds out is after the "6" week has gone by and placing that call to the vendor.

I'm not suggesting a daily "I love you" letter but if there is a complication, shortage of parts or delay in shipping of more than a few days a quick notice would be nice.

In my situation, after waiting almost 4 months and not receiving my wheel order, I was the one that "p/u" the phone and was told that they no longer did what I wanted. "And you're just telling me this now...because...?" I know why, as PGT pointed out. It's all about cash flow... This agravated the situation and was done with that vendor.

There is an excellent book by Dale Carnagie "How to make friends and Influence People" that should be required reading for all business owners. It's really about common sence. But he points out that "if you make a mistake, appologize emphatically..." because after you've accepted blame, most likely the customer will say not to let it happen again.

 

Perhaps I am confused by you two......

Gromit801: 6 1/2 weeks for something that is not a custom order is not long to you?

70spop: The reason I am blaming Coopersport is that I ordered from them, not MINI-Madness. Yes, they have been in contact with us from the get go, which is great on their part, but it becomes a blame game instead of just fixing the situation.

Yes, it has been 6 1/2 weeks and I still don't have my part. I am not sure when the part will get here, but telling me one thing and than doing something else is not a good way to keep a customer. Like I stated earlier, I have delt with CS prior and have not had a problem. Is this the first vendor that I have had an issue with, no. Will this be the last, I wish, but doubt it.

When I used to deal with Congressmen and Senators, I got them what they needed and in a timely manner. I expect vendors to do this as well and when that doesn't happen, it disappoints me and makes me feel that my $$ doesn't really mean much to them.

I guess the MINI community is getting used to being second hand customers and having second hand treatment in business relations which is disappointing to me.

 

No. Almost every business I've ever ordered anything from, says four to six weeks delivery. I realize it's a disclaimer, but often it's been six to seven weeks.

Beyond that, and I'm on the phone. Heck with emails, they can be ignored too long.

 

Wow, I guess I have just been lucky till now.

 

Agreed. And in the case of your wheel order, I'd also be pretty ticked about their lack of communication. I understand that a note telling me of a delay might get missed if the vendor is very busy, which is why I don't have a problem contacting someone and asking, "Hey, I haven't gotten this yet, and expected to by now. What's the status?" Smaller vendors (often just one person), however, are more likely be dealing with fewer people at any given time, and to be able to remember who has stuff ordered and what's been shipped. In those cases, it would be nice if they thought, "Hey, it's taking a little longer than usual with this order. I'll send the customer a note telling them of the delay and when I expect to be able to complete the transaction." In a perfect world, all delays would be addressed like this, but I know that it doesn't always happen



I'm just saying that just because you are dealing with Coopersport doesn't necessarily make the problem their fault. They're in the middle. If they can't get something from a supplier to pass along to you, then it's the supplier's fault. True, it becomes Cooperspeed's problem because they are the ultimate customer contact, but it's a problem that they may be powerless to deal with until their vendor (MM) comes through. This problem might, unfortunately, cost them a customer (you), but unless they were negligent in dealing with you - and it doesn't sound like they have been - it's not their fault. You say that they are playing the blame game, but so are you. It just sounds to me like you are shooting the messenger.

 

Exactly, Brownflyer. Numerous studies have shown the most important thing to a consumer is being kept informed. It's a matter of trust. Every reasonable person realizes things can go wrong sometimes. But, there is no excuse for being ignored.

 

Well, yes, it does. I gave them $ and expect a part in return. Every vendor has another vendor they have to do business with. IT IS THEIR FAULT if they say they have it and than they don't after I have paid for it.

I used to be in the liquor business. Lets say MY customer wants a bottle of wine that they order via the telephone.

• I say I have it
• They come over, but I sold the last bottle I have to someone else and tell customer I will have it
• I call vendor, but send somewhere else
• I call my vendor again, but they are out of stock
• I tell customer vendor is out of stock, but I can get it in
• Customer comes back to pick up, but it is the wrong bottle
• I tell customer the vendor sent me the wrong bottle
• I tell customer I will get them the correct bottle
• Customer comes back, but still I don't have the bottle

Do you think that MY customer cares that the vendor was out of stock and that is why they can't have this bottle of wine? NO! They just want their wine.

Well, that is my situation. I don't care if the vendor is out of stock. Stock their item into your stock and have it for your customer.

That is what I mean by the community is DEALING with being a second hand customer. The community just DEALS with it and all is fine and dandy, just as long as the part eventually gets to them.

I don't do that in my business and I don't expect to get that in return.

 

should he call and yell at MM? I think not. He ordered from CooperSport, not MM.

 

note that the previous owner of coopersport is no longer... its been brought by another company... just some FYI for you guys to chew on

 

Really? I didn't know that. Do you know how long ago?

 

Updated 1st post

 

To update with my view, since I have been the person dealing with this, here is the situation that frusterates me, as described by my husband.

I ordered the filter on June 30th. The way that they do their business is that they ordered the part from MM and it gets sent to them and then to us! From the west coast of the USA, to Canada, and then back to the USA(When I finally got the filter they didn't repackage it in any way, just slapped a new shipping label on it and sent it to me.)

So if this is how they do their business, wouldn't THEY HAVE REALIZED that GEE, I haven't received this order from MM yet! And look into it? NOPE! This wasn't even looked into unitl I placed a complaint about not getting my order...that was on JULY 23!! Almost an entire MONTH later....Then the fiasco starts....

Yes, emails and phone calls were writen, answered and discussed in timely mannor. I am not faulting them for that. The fact that this wasn't even LOOKED into untill I called them on it almost a MONTH later is my issue... and then all the blame was put on MM, who to me seems to be the third party and blameless here, really. As a vendor it is YOUR responsibility that things are sent to the correct address etc... Not MINE!

And then what is really getting me (and I had NEUMEROUS phone calls and emails when I placed the order to get a blue filter) when I finally get the darn package on AUGUST 7th!! There is a RED filter! Now, Yes I have the package, but I STILL can't install the intake because I wanted another filter, which now I have to wait for AGAIN. And I PICKED UP "P/U" the phone can called IMMEDIATELY upon getting the package and was told "I have the blue filter in my hand and will send it to you directly from Coopersport today" That was August 7th.

So the filter still hasn't gotten here, I still don't have my intake in and in emailing this week, Aug 13th, was told that "the filter is being sent from MM!!" Uopn receiving this email, I responded with an incredulous HUH? I thought LAST WEEK you were sending it from your office!!!??? What gives?! and was told that it was cheeper sending from MM. Still NO TRACKING NUMBER...So Today Jay had to call MM and get the number himself and found out that NO, it wasn't sent last week...it was SENT YESTERDAY!!!

This is my issue.

 

not very long ago... i think it was sometime in july... havent dealt with the new owners yet, but i do know the previous one personally and was a great person to deal with as a vendor

 

yes, hence our previous statements about not having any problems with them until now. Don't know what is up there but I am just one dis-satisfied customer.

Jay installed my intake today because I have REALLY been waiting for it for a while and now we are in discussion to buy the darn red filter as well since the ultimate thing we wanted was to put the blue filter in Soulfire, but it is a different filter size and I can't very well send that one back to them...

 

No, I don't think that.

I was just thinking he should cut CS some slack.


However, having read MINInurse's account of the situation, I see that the original situation sort of evolved into a more bizarre and frustrating situation, and CS - although most likely unintentionally - appears to be the cause of that.