140 replies to this topic

[betterthingstodo]

Oh Boy, I may get a little bit of heat by saying this. You state, "He answers my questions and seems to genuinely happy to have me as a customer." Well, I say "They work with me, understanding the demands they put on me and seem happy to have me as a vendor" - is that so wrong, after all we are human too.

Straight up we got abused by a majority of the customers- being screamed at, yelled at, cussed out, demands here, demands there- and those demands unreasonable at best.

I'm not going to give you any heat but I will point out a bit of irony. By your definition I'm the type of customer you want yet you lost my business while being abused by a majority of customers that scream and yell.

I really hope that you aren't abused by the majority of your customers as you state. If you are I hope for your sake your current efforts attract some more reasonable people to deal with.

[FCPGroton]

I'm not going to give you any heat but I will point out a bit of irony. By your definition I'm the type of customer you want yet you lost my business while being abused by a majority of customers that scream and yell.

I really hope that you aren't abused by the majority of your customers as you state. If you are I hope for your sake your current efforts attract some more reasonable people to deal with.

I have to ask, what exactly did we do to loose your business. Like I stated before, the majority of the seven or so years we have been in business it was only Nick and myself, so there is a good chance that it was one of us that you dealt with on a personal level. If it was current (in the past year or two), it might not have been Nick or myself. Either way I think it would be beneficial for us both that we determine the root of the problem.

[foxtrapper]

I've been buying parts from you guys for about 8 years now.

I greatly appreciate your listings usually saying who make which part. Helps me to sort out which one I wanted. As opposed to many suppliers who list head gasket a and head gasket b, see if you can solve the mystery!

Customer service wise, you all astonished me some years ago when I was chasing some long forgotten part and whoever I was on the phone with checked and very nicely told me to go order from a local dealership, because I'd be able to get it for a whole lot less. Could even hear the smile in his voice as he told me that. Nice. It's a big part of the reason I buy parts from you guys.

[betterthingstodo]

I have to ask, what exactly did we do to loose your business. Like I stated before, the majority of the seven or so years we have been in business it was only Nick and myself, so there is a good chance that it was one of us that you dealt with on a personal level. If it was current (in the past year or two), it might not have been Nick or myself. Either way I think it would be beneficial for us both that we determine the root of the problem.

Publicly I would say that you didn't meet the customer service expectations that I mentioned in my description of my current supplier.
I would also concede that maybe I'm not the type of customer you want. I'm just a guy trying to learn as I go how to repair my car and as such will have some n00b questions.

This was indeed within the past 2 years.

At any rate, if it's useful to you pm me your contact info and I'll go back through my receipts and notes and as a courtesy give you a call with the specifics.

[FCPGroton]

Publicly I would say that you didn't meet the customer service expectations that I mentioned in my description of my current supplier.
I would also concede that maybe I'm not the type of customer you want. I'm just a guy trying to learn as I go how to repair my car and as such will have some n00b questions.

This was indeed within the past 2 years.

At any rate, if it's useful to you pm me your contact info and I'll go back through my receipts and notes and as a courtesy give you a call with the specifics.

Again, I extend my apologies. We realize that many of our customers are do it yourselfers trying to learn as you go, so we have hired a certified tech within the past 6 months. His name is Michael Rivera available at 877-634-0063 ext 206 and welcomes anyone that needs assistance irregardless if you have purchase or intend to purchase parts from us.

Also, if you let me know your details I can find out the sales rep that took your order and possibly identify this weakness in our organization.

[TEN8US D]

I'd like it if you could throw a cookie (or whatever) on my computer that remembers my make, model and year like Autozone, Kragen, o'Reileys, etc websites do. They even remember that I have two Volvos and have a single pulldown to select which one I'm looking for parts for. I really get annoyed having to drill down through the pulldowns everytime I go to buy a part. Is is a big deal, no. Just mildly annoying.

Oh yeah - thanks for having USPS priority mail shipping. For a west-coaster who always seems to wait until Wednesday to order the next weekend's parts, it's appreciated to know there's an economical and quick alternative to FedEx or UPS 2-day.

[FCPGroton]

I'd like it if you could throw a cookie (or whatever) on my computer that remembers my make, model and year like Autozone, Kragen, o'Reileys, etc websites do. They even remember that I have two Volvos and have a single pulldown to select which one I'm looking for parts for. I really get annoyed having to drill down through the pulldowns everytime I go to buy a part. Is is a big deal, no. Just mildly annoying.

Oh yeah - thanks for having USPS priority mail shipping. For a west-coaster who always seems to wait until Wednesday to order the next weekend's parts, it's appreciated to know there's an economical and quick alternative to FedEx or UPS 2-day.

That is actually one of the topics covered on our recent survey (people want their vehicle saved) and we agree also. We contacted our graphic designer/ webmaster and our third party retail management software company and we are going to try our best to make this happen for you.

We were thinking about publishing the results and the comments of the survey (email addresses excluded obviously). Do you think anyone that made a comment would have an objection? Your comments will potentially be seen, but no email associated so no one will know who made the comments.

[Medicman55]

Hey FCPGroton,

Its awesome to have you on the VS forum! Its nice to know that some parts suppliers really do care about their customers.

I have a question for you guys though, at this moment, I'm looking at motor mounts. I see the OEM mounts, and the aftermarket ones. One a couple of the aftermarket mounts, it says "Guaranteed OEM Quality and Fitment". The OEM one costs 100 bucks, while the aftermarket one costs a quarter of that. I can't say I'm not intrigued by the aftermarket one, but I want to know if its worth the money.

Should I give the aftermarket mount a try, or should I just buy the OEM one?

[Mesoam]

I have been an FCP customer for a number of years.....

I miss the old site

[FCPGroton]

Hey FCPGroton,

Its awesome to have you on the VS forum! Its nice to know that some parts suppliers really do care about their customers.

I have a question for you guys though, at this moment, I'm looking at motor mounts. I see the OEM mounts, and the aftermarket ones. One a couple of the aftermarket mounts, it says "Guaranteed OEM Quality and Fitment". The OEM one costs 100 bucks, while the aftermarket one costs a quarter of that. I can't say I'm not intrigued by the aftermarket one, but I want to know if its worth the money.

Should I give the aftermarket mount a try, or should I just buy the OEM one?

What part number/s are you looking at?

[FCPGroton]

I have been an FCP customer for a number of years.....

I miss the old site

Everyone misses the old site.... we MAY be able to re-incarnate it simply as a resource.

The old site was archaic. It was just plain html and that design would not support the retail management software that we use (and that retail management software has been fundamental to our development and growth)

Actually, because everyone dislikes the design of the current FCP Groton website, a new version will be released on Monday that we have been working several months. We have taken all of your advice and tried to produce something that everyone would be happy with while confirming to the criteria of our backend software.

Hope you guys all like. Thank you again for the support.

[OzzieOzzieOzzieOiOiOi]

Just a quick note to you guys at FCP from here in Australia- My whole family has bought parts from FCP for a long time now- at least 6-7 years I suppose.(and as you probably know we've got a lot of volvos- 12 to be exact!) We couldn't be happier dealing with such a great company. The whole experience over the years has never let us down. Purchasing parts is simple, the email communications I have had with Nick have been prompt and helpful, the quality of the products has been good and the shipping time/costs have all been of a high standard. (The first products I bought were Scantech endlinks- they've been on my wagon for at least 5 years now and I've had no problems!)
So once again, thanks for all the effort guys and keep up the great work! We look forward to continuing to do business with FCP!
Andrew

[Martynj]

We were thinking about publishing the results and the comments of the survey (email addresses excluded obviously). Do you think anyone that made a comment would have an objection? Your comments will potentially be seen, but no email associated so no one will know who made the comments.


I think most here would be interested in seeing some of the comments and would not object to having theirs published.

[Mr Yuck]

Another vote here to lose Scan-Tech as a supplier.

If your manufacturer description says "Aftermarket" I will go with a different company for fear of getting a Scan Tech part.

It's not the cost of the part that's the issue in this case, but the labor. Nobody wants to do a motor mount job only to have the mount fail in an unreasonably short time.

I'm willing to wait a little bit longer and pay a little more to avoid getting a Scan-Tech part.

I also hate it when I order a left and a right part and the brands don't match. Got a Scan Tech ball joint and something by a different manufacturer in the same order. The Scan-Tech part was a PAIN to install, the other, no problem whatsoever.

IPD is still my first choice, Eeuroparts and FCP are tied for second.

[FCPGroton]

Another vote here to lose Scan-Tech as a supplier.

If your manufacturer description says "Aftermarket" I will go with a different company for fear of getting a Scan Tech part.

It's not the cost of the part that's the issue in this case, but the labor. Nobody wants to do a motor mount job only to have the mount fail in an unreasonably short time.

I'm willing to wait a little bit longer and pay a little more to avoid getting a Scan-Tech part.

I also hate it when I order a left and a right part and the brands don't match. Got a Scan Tech ball joint and something by a different manufacturer in the same order. The Scan-Tech part was a PAIN to install, the other, no problem whatsoever.

IPD is still my first choice, Eeuroparts and FCP are tied for second.

Thank you for your input Mr. Yuck,

Unfortunatley dropping the Scan-tech line because of some general statements toward the quality is not an option. They are, after all the leading supplier of Volvo and Saab spare parts in the world. I encourage everyone to do their own due diligence towards a companies quality/ research and development, and ultimately make their own decisions. I will tell you however, for the past seven years roughly 40 thousand dollars worth of inventory passes through our doors daily whether incoming or outgoing. Every product we have ever sold I have physically touched at one point or another. I know the people behind the products, what they stand for, what their morals and ethics are, and business practices in general. I hope that you are all starting to know myself and FCP on a personal level and trust that we are not going to allow a product to be sold to a customer knowing that we could potentially be putting them or their family at risk. Anyone or anything I put my personal guarantee on I am going to defend. That is the type of company we are and that is the type of person I am.

Scan-tech is owned by Dorman Products:
Dorman Products Inc. (Dorman) is a supplier of original equipment dealer exclusive automotive replacement parts, and fasteners and service line products primarily for the automotive aftermarket. The Company designs, packages and markets approximately 92,000 different automotive replacement parts (including brake parts), fasteners and service line products manufactured to its specifications. Approximately 35% of its parts and 69% of its net sales consist of original equipment dealer exclusive parts and fasteners. Original equipment dealer exclusive parts are those, which were traditionally available to consumers only from original equipment manufacturers or salvage yards and include, among other parts, intake manifolds, exhaust manifolds, oil cooler lines, window regulators, radiator fan assemblies, power steering pulleys and harmonic balancers. Fasteners include such items as oil drain plugs and wheel lug nuts

Scan-tech invest millions of dollars toward quality control and research and development, and is in full accordance to is 9001 standards which many aftermarket suppliers are not
http://www.scantechproducts.com/1/1.0.1.0/144/1/

Scan-tech supports the Volvo community and gives all Volvo owners with a low cost alternative to maintain and repair their vehicle.
They don't hide their contact info, in fact they encourage you all to give them feedback and let them know what they could do better.

Stop talking about them, and talk to them. Let them know how you feel. Work with them to make your community stronger.
If you have a problem with a part, or had a problem with a part let them know.
They don't hide their contact info, and in case you missed it on their site, its listed below. What they do from that point is beyond your control, my control, or FCP's control but it will ultimately decide their existence.

Scan-techs info:
Niclas Juthage
Scan-tech Quality and process manager
Phone: +46 8449 9600
Cell: +46 7081 35 100
njuthage@scantechproducts.com

[Kashif]

I have spent hundreds if not thousands of dollars over the years at FCPgroton. Excellent site and I have been happy with almost every thing that I have gotten from them (the only exception was a faulty door check strap). You guys should have a place on your website, where the user inputs a Volvo part number for a part, and the price listing of said part pops up.

[1999_V70]

I love FCP Groton. We have a late model Volvo, Saab, and BMW in my family so the website is a great resource.

I also have to mention the customer service is absolutely exceptional. For my most recent order, without going into unnecessary details, I was given a credit because I didn't receive the VS discount. And to top it all off, the literally got the parts OVERNIGHT. Unbelievable.

Fantastic logistics, customer service, prices, and selection.

Of course more Genuine Volvo parts would be nice, but, honestly, I've never had the problem of FCP not having the Genuine Volvo part I needed.


Hats off to you guys, I hope for nothing but the best for you and your company.

[johnloves850's]

i need a slue of OEM parts.
my order is coming your way haha
although i've always bought my OEM parts from FCP, so this is just a plus once you get the rebate going, and i get my supporting membership lol

[FCPGroton]

i need a slue of OEM parts.
my order is coming your way haha
although i've always bought my OEM parts from FCP, so this is just a plus once you get the rebate going, and i get my supporting membership lol

Any differences between the Autobahn hoses and the Samco hoses? We are looking at contacting one of these companies.

[johnloves850's]

Any differences between the Autobahn hoses and the Samco hoses? We are looking at contacting one of these companies.

Nope lol, the autobahn ones are 4 layer just like the samco ones
they look a little different though, and they samco ones are a little more flexible than the autobahn ones
but overall, i'm extremely happy with the autobahn hoses
and they look nice too