Is Fcp Losing It

[Big Will]

I thought they were on to something with the Youtube videos that had a number of helpful "How-To s" for the DIYer with their Volvo tech. That is/was genuinely helpful but then they've got a couple of useless videos with some guy trying to talk about a particular brand of parts they stock and he comes across as having absolutely no idea what he's talking about (I am not referring to Mike)

As I said before, I think it's fair that they charge a bit more than the absolute cheapest dealers for Genuine Volvo parts because they have to buy those from a dealer and are acting as middlemen. If we buy those parts then we should happily accept the slightly higher prices for the convenience of the free shipping or from the savings of bundling them with other non-blue box parts.

I see a few very fixable problems on their end:

1. Two websites that do not work well together.

2. Inconsistent customer service that can be solved by educating staff and improving communication among order takers and the people filling the orders/shipping out the orders

3. Stocking alternative parts that are manufactured to tighter tolerances (regardless of where they are manufactured). I think adding Meyle products was a step in the right direction on that end since most of their items seem to be at least decent and well-priced.

[Ghost Shadow]

And yes, I am being a total fan-boy lol

You wait till you get fucked dry with no lube, lets see if you still a fan boy then?

My ass fucking isnt a major big deal since its MY SO CALLED mistake for choosing the cheapest shipping option on a $50 part.

I assumed it would be here in two days, 3 tops but 9 days is beyond fucked up...when i called to ask, they said they have 14 days for it to arrive, that means a package going to a address ~150 miles away has two weeks to get there, with no tracking nothing. If i didnt get it by then, then they can send another one out.

Thats cheapo shipping but at what expense? loosing customers? loosing parts? there is a reason why USPS is going to thru cut backs ect..they suck

[phunktified]

I've never really had an issue with any of my orders, but losing the free UPS shipping was a huuuuge disappointment. Could always count on things being here the next day, which made it worthwhile, being in CT and still having to shell out the sales tax... I can only imagine the frustration of 10 days no tracking shipping on these orders for those out of state ... Also the whole runaround on the discount codes was kind of annoying/confusing.. How they said NO MORE CODES, at all, swore all prices were adjusted to be the lowest, and then a few weeks later they email out a 10% off code.. lol ...

that being said I did just put in an order monday night .. buncha random items and tuneup stuff for my dads car ..

[NJGreenBudd]

For what it's worth.

My S60 control arms that I bought wore out in less than a year.

Breather box that I bought from them a few months ago leaked was defective and leaked from the seams.

Ordered a number of parts and they didn't ship my gas doof hinge.

I put in an email and got a reply that they were happy to help me, that was in July, haven't heard from them since.

I will not order from them again until they make this right. I have spent $2500 with them over the years and this is how they treat their loyal customer. I'll buy from Tasca, Viva, ebay, etc...rather than support them.

[FCP Euro]

What I see a lot of from FCP are parts prices that are randomly completely out of whack. FCP was always helpful to me in the past and for a while I too was a top 500 customer back when I lived in the US. I have no issue with them not having coupon codes but people have been pointing out mistakes in pricing, in description etc. on their websites for a long time and they always say it'll be fixed immediately but they just don't do it. Priorities are elsewhere I guess.

For example:

Genuine Volvo brake pads for an S/V70. They list from Volvo at 79.62, Darrell Waltrip has them for 44.05 and I'm sure Tasca is similar.

FCP on the other hand lists them at 129.35 (See attached screen shot)

This has been changed. When was the screen shot taken? http://www.fcpeuro.com/products/volvo-disc-brake-pad-front-850-c70-s70-v70

[FCP Euro]

I thought they were on to something with the Youtube videos that had a number of helpful "How-To s" for the DIYer with their Volvo tech. That is/was genuinely helpful but then they've got a couple of useless videos with some guy trying to talk about a particular brand of parts they stock and he comes across as having absolutely no idea what he's talking about (I am not referring to Mike)

As I said before, I think it's fair that they charge a bit more than the absolute cheapest dealers for Genuine Volvo parts because they have to buy those from a dealer and are acting as middlemen. If we buy those parts then we should happily accept the slightly higher prices for the convenience of the free shipping or from the savings of bundling them with other non-blue box parts.

I see a few very fixable problems on their end:

1. Two websites that do not work well together.

2. Inconsistent customer service that can be solved by educating staff and improving communication among order takers and the people filling the orders/shipping out the orders

3. Stocking alternative parts that are manufactured to tighter tolerances (regardless of where they are manufactured). I think adding Meyle products was a step in the right direction on that end since most of their items seem to be at least decent and well-priced.

Will,

We are in the process of fixing all of these issues.

• The FCP Groton website should be transitioned out by the end of this year.
  
• Our you tube channel has had a sharper focus on actual DIY videos rather than call center reps just talking about brands - http://www.youtube.com/user/fcpgroton.
  
• FCP Euro has a higher quality mix of products than the old FCP Groton site (notice more Lemforder ,Meyle, and Genuine Volvo parts increasing opposed to the Scantech, URO, and MTC which is now decreasing)
  
• Over 25,000 prices were adjusted last week and the week before and most have been lowered (but please feel free to check and let us know if something is off)
  

We are trying our best to move in the right direction. We are still a fairly small company and experiencing growing pains. I thank you all for being patient and supporting us.

Please let me know if there are any additional questions or concerns that I can address.

[Big Will]

This has been changed. When was the screen shot taken? http://www.fcpeuro.c...850-c70-s70-v70

The screen shot was taken on September 4th at 12:49 PM (06:49 AM your time and it says this on the screen shot) and as of a few hours ago you had not changed this so the update must have come through very recently.

I'm glad to hear you guys are making changes don't get me wrong. On a personal level I've had nothing but positive dealings with Scott and am very grateful for that.

I think people have been very patient in regard to the merging of your two websites but from a customer standpoint it is a challenge to have to compare two sites of the same company and it's not like we're talking about a few weeks or even months here. My comments are meant as constructive criticism. If you guys ask, you may even find that people on here have some experience overcoming some of the hurdles you all are dealing with.

[bergmjs]

I'm still waiting for the damn order review page with a big "SUBMIT" button instead of the current, "here's my CC info, aaaand it's ordered"

[Bah]

You wait till you get monkeyed dry with no lube, lets see if you still a fan boy then?

I did...I paid money for a volvo blue box part and got sent OEM...i sent a rude nasty email. I drove 200 miles to come work on the car, and expected to have the right part that i paid for. Erp no, And i wasn't putting the wrong part on. No different than seans situation, other than me blowing all this money in gas.

The reason they still get my support, is that i got a response from Scott. He came in, and said look, we want to make this right, we can either give you the aftermarket at what our cost is, or ship you out the proper one. Of course i wanted the proper one, but he offered and tried to make it the best he could. They sent me the proper one, they sent me a return. It was the first time I ever had issues with them. Since then, yes, I always check my orders to be sure, and they even threw in a T-Shirt to make up for the mistake.

If you read what most of the complaints truly are, it is really not their CS or return policy or warranty, its the damned shipping department. I don't know if they are understaffed or what, but, it seems that out of everything the shipping department leaves the bad taste in peoples mouth. Blame management or whatever you want, i'm just stating what i've seen.

I did...I paid money for a volvo blue box part and got sent AFTERMARKET...i sent a rude nasty email. I drove 200 miles to come work on the car, and expected to have the right part that i paid for. Erp no, And i wasn't putting the wrong part on. No different than seans situation, other than me blowing all this money in gas.

The reason they still get my support, is that i got a response from Scott. He came in, and said look, we want to make this right, we can either give you the aftermarket at what our cost is, or ship you out the proper one. Of course i wanted the proper one, but he offered and tried to make it the best he could. They sent me the proper one, they sent me a return. It was the first time I ever had issues with them. Since then, yes, I always check my orders to be sure, and they even threw in a T-Shirt to make up for the mistake.

If you read what most of the complaints truly are, it is really not their CS or return policy or warranty, its the damned shipping department. I don't know if they are understaffed or what, but, it seems that out of everything the shipping department leaves the bad taste in peoples mouth. Blame management or whatever you want, i'm just stating what i've seen.

Aftermarket not OEM lol

[Dick Dastardly]

The screen shot was taken on September 4th at 12:49 PM (06:49 AM your time and it says this on the screen shot) and as of a few hours ago you had not changed this so the update must have come through very recently.

Yep...that was how it was when I ordered my condenser last night too. Changed VERY recently

[Riku]

The new website didn't take the 10% off coupon last night so I called them today. Nick refunded the 10% without any questions asked. I've always received great customer service from them and prompt shipping (even with the free option) so they will continue to receive my business :tup:

[Ghost Shadow]

And why do we have to make this phone call? The order should have been taken correctly.

[volvos60t5x]

i dont know whats happening with them, im still waiting my return shipping label since MAY!!!!, i have called, email and anytime they said, i will send you the label again....and nothing. BTW i paid for a volvo oem pcv and got crappy uro.

[Dick Dastardly]

Got my condenser in 2 days. it was the right part and it was cheap.

[Scootdiggity]

Will,

We are in the process of fixing all of these issues.

• The FCP Groton website should be transitioned out by the end of this year.
  
• Our you tube channel has had a sharper focus on actual DIY videos rather than call center reps just talking about brands - http://www.youtube.com/user/fcpgroton.
  
• FCP Euro has a higher quality mix of products than the old FCP Groton site (notice more Lemforder ,Meyle, and Genuine Volvo parts increasing opposed to the Scantech, URO, and MTC which is now decreasing)
  
• Over 25,000 prices were adjusted last week and the week before and most have been lowered (but please feel free to check and let us know if something is off)
  

We are trying our best to move in the right direction. We are still a fairly small company and experiencing growing pains. I thank you all for being patient and supporting us.

Please let me know if there are any additional questions or concerns that I can address.

FCP you have showed time and time again that you dont care anything about your customers or their issues and always give the check is in the mail excuse, my advice to everyone is stop buying from them and see how long they last. I have given them countless chances and they always seem to screw up and are not willing to make it right. Nick and Scott got on the greed train, their is no more customer service with this company. I have never gotten what was advertised countless times and their excuse was always we are fixing the issue. We have so many vendors now that FCP is not even on my list anymore for parts because you always get screwed if you have an issue with your order. I rather deal with rmeuropean, tasca or DW Volvo online sites than them ever again because if I had an issue they took care of it right away. Also that b.s. free economy shipping is a joke, what did nick and scott realize how they screw the customer even more. I am also tired of we are a small company experiencing growing pains excuse you have used that countless times through the years whenever anybody has had an issue, even after you guys had moved to a larger warehouse and added alot more employees.