Quote:
Originally Posted by Mkelcy
I created an account at Marquez Design at about 7pm on a Saturday and immediately asked by email if they had installation instructions for their door panels and headliner. I received a reply on Wednesday, which had instructions for the headliner typed out in the email and instructions for the door panels as an attachment.
Of all the things a vendor can do, refusing to ship product that isn't up to his standards seems to me to be a highly desirable characteristic rather than a cause for complaint.
I don't know Marquez, have never been to his shop and don't yet have any of his products - but what strikes me is that I don't see threads complaining about the fit, finish or quality of his parts. To the contrary, those who have them seem more than satisfied.
Nor has there been a complaint about a credit card being charged before product is shipped, one of my personal pet peeves. There haven't been, that I can recall, complaints about bad after the sale service.
The complaint is that his shop can be hard to get hold of, product shipments have been delayed and there's no pro-active effort to reach customers when product is delayed.
In a hobby where I can get wonderful customer service and virtually immediate delivery of products that don't fit, don't work as advertised or are disappointing in overall quality (think most sheet metal and interior panels), I'll happily settle for Marquez's "faults."
Sure, it would be nice to have better customer service, but if I have to choose between spectacular customer service and mediocre parts, or spectacular parts and mediocre customer service, I'll choose good parts every time.
The only possible effect I can see from threads like this is an attempt to drive business away from Marquez and to put another vendor of "one off" parts for our cars out of business. That's not the direction in which I want to go.
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As a business owner myself I want to know if my customers are upset for any reason. Quality is measured in many ways not just on the product fit and function. Its business 101. Deliver on time with quality and as quoted, period. Anything less in unacceptable. I don't see any vendor bashing going on here. Additionally the biggest motivator for small businesses in particular is a hit to their bottomline. Sometimes it takes a village to send the right message. Personally I have no experience with the vendor is question My opinions are not vendor specific but are general business best practices that apply to all vendors
