Ricks' 1st Gen

[murtah]

Anyone else have any trouble with their customer service lately. They used to be top notch IMHO. I heard tha Eckler's recently bought them out.

3 months ago I ordered $2,500 in parts from them so I could take advantage of their low prices and 10% off w/ free shipping on orders of 1k or more. They told me they were out of 10 particular part #s and they couldn't back order them because they were switching to a new computer system. I was told to order them later. I asked if I would get the 10% and free shipping, otherwise, i would split my order up. They agreed to do this. A month ago I ordered 7 of the 10 part#s they had in stock, got free shipping and 10% off.

Called back today to order the last 3 part#s and was told I couldn't get free shipping and the discount. I explained what the deal was and told them to look me up in the computer. They said my info won't be in there because they didn't transition it over. They transferred me to a supervisor who said I shouldn't have been given the discount and free shipping last month. I tried explaining the deal I had and that I had to keep checking on availability because their pending system upgrade wouldn't allow backorders, etc. Their response was that I couldn't just keep calling and ordering parts with a discount. I re-explained the situation and the supervisor told me that with the new system as far as they were concerned my last order was complete. They weren't interested in seeing a faxed receipt of my original order. They went on to say it wasn't their fault or mine it was the manufacturers'. As if the factory has anything to do with Rick's policies and discounts.

I can't believe they treated a long time customer this way. There are way to many suppliers out there to have to put up with this BS. I would rather piss glass than give Rick's 1st Gen anymore of my business.

Excuse the rant,
Jim

[Ummgawa]

Rick is no longer at Rick's. Sold out to Ecklers. Service will suffer as it's about numbers now.

What a shame.

[Bowtieracing]

Rick is no longer at Rick's. Sold out to Ecklers. Service will suffer as it's about numbers now.

What a shame.

That is sad news.. Where now ? I just about ordering bigger lot of parts:(

[XcYZ]

Well WTF. That really sucks, Jim. For all that you do for us and then they pull this BS, they should be ashamed of themselves. Instead of honoring what they told an existing customer, they chose to blow you off to save $100.

I wonder where I should order my restoration parts now?

[Silver69Camaro]

Service will suffer as it's about numbers now.



And I assume you have solid evidence to prove this?

C'mon guys, you have to give them a chance. Just because a business changes owners, it doesn't mean it will completely change. There was upset customers before the change, and there will be upset customers after.

Let's not start some internet wildfire rumors here.

[Smack_talker]

And I assume you have solid evidence to prove this?

C'mon guys, you have to give them a chance. Just because a business changes owners, it doesn't mean it will completely change. There was upset customers before the change, and there will be upset customers after.

Let's not start some internet wildfire rumors here.

How is he starting a internet "rumor"?? He is just giving other people a "heads up" on his experience with this vendor. I'm sure if this happend to you...you might be upset.:rolleyes:

[Silver69Camaro]

Re-read my post. Look at the comment that I quoted, it wasn't about Jim's (Murtah) post.

Ummgawa's post is more than likely based on his own opinion and stated as fact. But, unless if he's on the top-tier management team at Eckler's, I doubt he actually knows that screwing the customer is priority #1. That, to me, is a rumor.

[bigtyme1]

I can understand why rick sold out, he just wants to enjoy life now. I have delt with Ecklers over the years on my vettes and never really had a problem. may be this is just a start up problem. I did resenlty order some new hinges that they said were on back order so I'm hoping they will be in soon.

[James OLC]

My own experience over the last ten days has shown me that customer service is indeed not what it used to be. I always liked ordering from Rick's because they were lightning fast with their shipping and really great on getting back to you. My order last week may be my last - we'll see.

But times do change and maybe (hopefully) the new owners will get organized soon and everything will be running smoothly again in the near future.

[camcojb]

Re-read my post. Look at the comment that I quoted, it wasn't about Jim's (Murtah) post.

Ummgawa's post is more than likely based on his own opinion and stated as fact. But, unless if he's on the top-tier management team at Eckler's, I doubt he actually knows that screwing the customer is priority #1. That, to me, is a rumor.


Jim (Ummgawa) is/was a dealer for Ricks, so he has inside info we don't have. I'm sure he's already felt the change.

Jody

[Silver69Camaro]

I'd be inclined to disagree Jody. Typically, being a dealer for a company doesn't give you much of any "inside" info. It doesn't give you the opportunity to sit in company meetings and such.

[camcojb]

I'd be inclined to disagree Jody. Typically, being a dealer for a company doesn't give you much of any "inside" info. It doesn't give you the opportunity to sit in company meetings and such.

what I meant is he's probably seeing the changes firsthand. I'd imagine he orders more of their stuff being a dealer than you or I do.

Jody

[XcYZ]

It still doesn't change the fact that Rick's didn't keep their end of the agreement. Jim (Murtah) is someone who I have a trememdous amount of respect for and I'm 100% confident that it happened just as he explained. They said they would honor their deal, then backed out.

[Silver69Camaro]

what I meant is he's probably seeing the changes firsthand. I'd imagine he orders more of their stuff being a dealer than you or I do.

Jody

That's understandable. But I'd have to ask, are these changes due to the fact that the company is in the process of changing management, or because "Service will suffer as it's about numbers now"? I would imagine the rough road will begin to smooth out when things start to settle down after the change. Why do people have to assume that a management change is a bad thing? Does Eckler's have a awful reputation for customer service?

[camcojb]

That's understandable. But I'd have to ask, are these changes due to the fact that the company is in the process of changing management, or because "Service will suffer as it's about numbers now"? I would imagine the rough road will begin to smooth out when things start to settle down after the change. Why do people have to assume that a management change is a bad thing? Does Eckler's have a awful reputation for customer service?

Good point. One thing though, in my opinion, is that if you are buying an existing business and the name, you should not start changing things up right away. Try to keep things as close as possible to the way they were, while looking for ways to improve it, add new items/services, etc. Otherwise, do not pay the bucks for the name, just buy out their inventory and use your own name.

It makes no sense to pay big dollars for "good will" and then change things all around. My favorite restaurant did this, and then immediately changed the menu, flavorings of the sauces, etc. Within a year they took a great restaurant that had been in business for over 50 years with an awesome reputation and customers and went bankrupt.

I am not saying this is what Ecklers is doing, I have only bought a couple things from them and that was a long time ago. But if you paid for the name you ought to bend over backwards initially to keep the customer base happy, at least as happy as they were before the purchase.

Jody

[Stuart Adams]

Good point. One thing though, in my opinion, is that if you are buying an existing business and the name, you should not start changing things up right away. Try to keep things as close as possible to the way they were, while looking for ways to improve it, add new items/services, etc. Otherwise, do not pay the bucks for the name, just buy out their inventory and use your own name.

It makes no sense to pay big dollars for "good will" and then change things all around. My favorite restaurant did this, and then immediately changed the menu, flavorings of the sauces, etc. Within a year they took a great restaurant that had been in business for over 50 years with an awesome reputation and customers and went bankrupt.

I am not saying this is what Ecklers is doing, I have only bought a couple things from them and that was a long time ago. But if you paid for the name you ought to bend over backwards initially to keep the customer base happy, at least as happy as they were before the purchase.

Jody

I agree.

[Efi69Cam]

Ricks made alot of their own stuff. The CHQ brand was theirs. IMO the CHQ stuff was far superior to OER.
I never had a problem with Ricks. This is not good news.

The few times I've dealt with Ecklers I was not impressed.

[Silver69Camaro]

I agree.

Me too.

[Ummgawa]

And I assume you have solid evidence to prove this?

C'mon guys, you have to give them a chance. Just because a business changes owners, it doesn't mean it will completely change. There was upset customers before the change, and there will be upset customers after.

Let's not start some internet wildfire rumors here.

OK Matt, here we go. Ecklers is owned by a huge conglomerate that is out to make a lot of money for its stockholders. This conglomerate has been after Rick's for a long time and finally came up with a number that "Couldn't be refused".

Rick had a tremendously profitable business with a small stockholder base...Rick.

It's about numbers dude, get used to it. Check Google for the owner of Ecklers and know there isn't a Car Guy in the bunch, just corporate bigwhigs looking for a representative to be at Barrett Jackson because it's "Good Business". I have been associated with Rick's since he sold parts out of a trailer he pulled behind his truck.

HE ISN'T EVEN IN THE BUILDING ANYMORE.

[Ummgawa]

Re-read my post. Look at the comment that I quoted, it wasn't about Jim's (Murtah) post.

Ummgawa's post is more than likely based on his own opinion and stated as fact. But, unless if he's on the top-tier management team at Eckler's, I doubt he actually knows that screwing the customer is priority #1. That, to me, is a rumor.


Just like your opinion is based on facts? My salesman at Ricks is "Maintaining an even strain" as he put it. My comment is based on a long time salesman's comments, Dude. Your is based on....what?

I have found Rick's to be one of the finest if not the finest Camaro parts houses in the country. MY long term affiliation with Rick's, going to visit the shop on a regular basis, helping Rick locate JL-8's and Crossrams when he was smaller and my loyalty to what was once a small business gives me just a little more insite than maybe you know. I never said screwing the customer is priority #1, if you read my post.

I guess Yody is back. LOL.

[Ummgawa]

Rick is no longer at Rick's. Sold out to Ecklers. Service will suffer as it's about numbers now.

What a shame.

Here, I'll put my original post right after this one so there is no mistaking that I never said "Screwing the customer is Priority #1".


That, my friend, is rumor starting.

[bigtyme1]

Maybe it's time for Frank to expand! or you can try Denny'camaro parts. He's got great customer service and has been in the business for 20 years I think.
http://www.dennyscamaro.com/

[Silver69Camaro]

Jim,
My opinion about "screwing the customer" and "it's all about numbers" are two references that are essentially the same. At any rate, my comment of "screwing the customer" was not a statement towards Eckler's, but you have mistaken it for being so. This actually is a good introduction to my next few comments...

Perhaps I'm a bit sensitive to internet rumors - I just hate them. Somebody states something and everybody accepts it for fact. Remember the game "telephone" (or whatever), where you have a line of people, a statement is told to the first in line...as it reaches it's way back to the end of the line, it's completely different. The internet does the same thing and spreads it like wildfire. It is in my opinion that extra caution needs to be taken when making such bold statements...it's alright to do so, just make sure you can provide some solid info to back it up. If you are making a statement and it's just a simple opinion (and I realize Jim that you weren't just stating opinion - you've had experiences), then say so! Nothing wrong with that.

Along the same lines is people venting their issues with vendors on forums - sure, we all need some release of the frustration - but keep in mind that you probably won’t post a message saying what great service you received from ABC vendor. Now I'm not saying that "venting" is starting rumors, but the abundance of "venting posts" is misleading data to a potential customer doing their research. Geez, by reading these forums it appears that Keisler Engineering is awful in terms of customer service...but everybody that I personally know of who has dealt with them in the past can't say enough good things about them. Including me. So what's the deal?

Your statement in your original post insists that the customer doesn't matter, as long as the profits are good (if I read it correctly...). So here a bold statement is made on a widely frequented internet forum, with absolutely no source data. To everybody else who reads the statement, there is no known authority for truth. Jim, it sounds like you've done some business with Eckler's in the past, but perhaps state your experiences along with your post to provide a little background info - no hard feelings.

[Ummgawa]

Every business is "about the numbers", only some businesses customer service is top priority and the numbers majically seem to take care of themselves.

I speak from authority on this subject. In my line of work, I have as of yet to make a 30 million dollar loan to a company that had excellent customer service and lost their ass on the bottom line.

There is a huge Camaro vendor on the west coast (and one in my neck of the woods) that states on their catalog pages "we will not be undersold period" until you come up with a lower price and you are told "sorry, can't help you with that, price is what it is". Numbers, man, they either makes liars or fools(or both) out of the best of 'for profit' organizations of any sort if its not a priority.

If I can get witness, seems like Jim Murtah got screwed. Not my words mind you, but that what it appears like to me.

From expierence with Rick's for many years and my dealer status (which I hope gives me a little knowledge on the subject). If you were ever remotely unhappy of felt slighted, you could access the Big Man. It got fixed.

Who does Jim Murtah call? Ghostbusters?

Lets agree to disagree and move on.

[coolwelder62]

I just ordered $1500.00 in parts last week Did not get a discount Or free shipping ,was told most of my parts were over sized. No discount or free shipping on oversized. And 90% of the parts were higher priced than the new catlog I got 2 months ago. This is the second time in two months this has happened My 1st. order 2 months ago was $2200.00. Same thing . Time to find a new parts supplier. Scott.

[Steve68]

OH man I live in and around Ecklers and there sorry, I won't even buy there and we get a good price, Never have anything in stock, Poor Ricks,

[murtah]

This is a milestone for me. One of my posts actually created a Lateral-G posting tsunami.

After I talked to the the tossers in customer service I was cussing at the cyclic rate. I gave Frank Serafine a call to see if he knew Rick and had any contact info so I could get some effects on target. Frank told me Rick sold the biz to Ecklers. That is sad, I enjoyed visiting Camaro world when I was stationed in Atlanta. I wish Rick many seasons sitting in some primo seats between the hedges.

I was a Ricks customer before I discovered Frank & Lisa. Ricks has some parts that I prefer over some of the OER stuff plus, some of the Ricks prices were lower before he threw in the 10% and free shipping. CoolWelder's post stated that Ricks/ Ecklers doesn't do this any more and they have raised some prices. That plus the fact that they hosed me over a $50 discount/free shipping on 3 items equals them never getting my business again. Are they going to continue to call it Rick's?

I will keep my future resto parts purchases confined to Frank and Lisa or Firewheel Classics in Wylie, TX if I need something same day. Hell, if you have a issue or request, Frank & Lisa have a habit of forwarding their business lines to their cell phones! That sportsfans is customer service.

[71Nova]

Jim,


Along the same lines is people venting their issues with vendors on forums - sure, we all need some release of the frustration - but keep in mind that you probably won’t post a message saying what great service you received from ABC vendor. Now I'm not saying that "venting" is starting rumors, but the abundance of "venting posts" is misleading data to a potential customer doing their research. .

I have read countless posts praising ATS, Hydratech, and American Auto Wire so I do not believe your comments to be accurate. I personally apreciate it when someone warns me of a vendor with bad customer service before I make a mistake and order from a vendor that treated a lat-g board member wrong. Just like I apreciate knowing what vendors treated lat-g members great. I think it gives us a good feel for how we would be treated with the same order.