This is Kelly.
I just want to reiterate my side of the story and then I'm going to let this ride. I don't do the whole argue over the internet thing, it's clear we don't see eye to eye on this and going back and forth will just make both of us look silly. If there is anything I have learned over the many years it is that you will never be able to please everyone. So I do the best job I can and I operate in such a way that allows me to sleep at night without a heavy conscience. If you only knew some of the things our competitors have done over the years!
1. The customer service thing keeps being brought up over and over again. Bad customer service = blowing you off, ignoring you, letting the PCM sit here for a week, not caring, not apologizing. The moment you had an issue I was replying ASAP. I apologized several times. I fixed the PCM the very day it came in. I covered ground shipping.
2. The sale is irrelevant to this argument.
3. The customer knew that we were shipping it UPS ground. He knew this before he even sent the PCM back. We agreed on this and he was fine with it. So when the PCM came in, I did exactly what we discussed, fixed it and sent it back UPS ground. If this was a problem, if it was so unacceptable, then he should have told me at that time, before the PCM left. Lay into me then, let me have it, argue for better shipping, offer to pay the difference, whatever. But the fact that it was shipped UPS ground was fine with him until quite literally yesterday.
4. I am sorry that we only offer reimbursing on ground/usps priority. If amazon/new egg can overnight you stuff, that's fantastic, it really is. We're probably a much smaller operation than you think. We send things back ground. If the customer wants to pay the difference, cool, we will gladly do it then.
5. This was a fan code issue. It would not have stopped the vehicle from taking a road trip, just been annoying to have the light on. If I absolutely knew I needed my vehicle for X day, I would have probably held off on sending it in at that time, or, gone with guaranteed shipping (next day, 2 day, etc) taken every precaution to make sure it would work out. I did as I promised and I held up my end of the bargain by turning the PCM around quickly but a lot of times shipping will fall through, there will be some kind of crazy disaster, a tornado that wipes out a ups center, etc something that will keep you from making your deadline if you're in a rush. Murphy's Law I think it is called.
In closing, I am very sorry that this happened and I think I have made that very clear. At this point there is nothing I can do as the PCM has left my hands and is with UPS now. I hope that you receive it as quickly as possible and get your truck back on the road.
