Date: Thu, 14 Jul 2011 09:31:49 -0400
From: Goodnite Mark
Subject: O Really !!! parts are parts
I had to let last Thursday night’s events settle in my mind before I could properly decide how to handle what happened. I had a good friend drive down from the other side of Climax to pick up some extra flooring I had left over from my kitchen project. Her car literally died in my yard when it burned
up the distributor cap and rotor .
The carbon pin crumbled killing the contact point so the car just died . She had to be at work at 7 am and we only had a few minutes to get to O Reilly’s in Siler City before they closed to get a new cap. We pulled in the parking lot at 3 minutes till 9pm. I went to open the door and it was already locked. I tapped on the door to get one of the two employees to the door . I have frequented that store many times and sent four shops and a group home to them for business in the last year . I may not be the
biggest customer but the group I have brought to them represents a good chunk of business . I explained that my friend was stranded and all I needed was a distributor cap and rotor button could you please help me . The young man went to the associate Mike in the rear to see if he would sell me the parts we needed . The reply from Mike was , our computer is down we cant help you and I related in a polite way , do you know who I am ? I’m not being unreasonable but I bring this store a lot of business and this lady is stranded
.
They flatly refused. I proceeded to drive across the street to pull in to AutoZone beside of Sonic . They were closed so I repeated the process knocking on the door to get one of the two associates to the door . I explained my friends situation and received an immediate response , let me get the manager and we will help you . The man in charge related the same story that the computer for transactions was offline so he couldn’t do a debit transaction but would be happy to sell me the parts for cash and write a counter ticket so I could help my stranded friend . He pulled up the parts on inventory to find out they had sold the last one that day .I saw the time clearly stated on the computer screen was 9:05 pm when he did this . He proceeded to call the hub store in Sanford that was open till 10 pm to locate the parts . He informed me the parts were there and asked would I like to go get them . I said yes and I left after stating my gratitude to him for his excellent assistance in my friends problem . I arrived in Sanford to pass the O Reilly’s store there while it was still OPEN !! I proceeded to pull into the AutoZone Hub store just before they closed at 10 pm . Michelle was the parts person there and she had my parts waiting . I paid the lady and we were on our way . My friend was able to go home and get to work . The one reason this was so important was she had been out of work and just got a new job . She was on probation for the first 90 days and she couldn’t miss work or risk loosing her job.
In the past week I have discussed the events at O Reilly’s with some of the different friends and shops I have sent to that store . This is what I learned . That particular acting manager has often locked the doors before 9pm and neglected to answer the phone after 8:45 pm . One was actually in the store at 8:45 pm when the phone was ringing and he ignored it . He has been unpleasant to a number of folks who have been patiently waiting in line to get parts . They take their computer for transactions offline at 9 pm but like AutoZone they can access inventory and do a counter ticket to sell and item for cash . I have done business with Craig and Kenny Thomas at Car Quest for many years but they close at 6pm so when I need an item its either AutoZone , Advance or O Reilly’s after 6 pm . I bought a faulty fuel pump from Advance once that flooded a new engine with gas taking the rings and bearings out and they effectively shot me the international peace sign when I asked them to make it right so I will never buy from Advance Auto again for any reason . This leaves AutoZone and O Reilly’s to service my parts needs after 6 pm . I have one thing to say . O Reilly’s is higher on prices of in store isle items but inline with AutoZone on behind the counter items . I cant fault the entire O Reilly’s chain stores for one persons bad customer service but I can make this recommendation . If you need a part during the hours of 7:30 am to 6 pm weekdays go to Car Quest of Siler City ,, after 6 pm go to AutoZone in Siler City . They have the best customer service and prices are reasonable . I would avoid O Reilly’s entirely as I am doing now and the 4 shops I sent to them for business.
Parts are Parts , anyone can sell you parts but very few know what customer service is anymore . I go where I’m appreciated and I know my business is important to them even thought I’m not a major customer . Craig and Kenny Thomas at Car Quest and AutoZone have always treated me well and I
suggest you go see them with your parts needs in the future.
Goodnite Mark 🙂