|
Thumbs down on Phat Performance
I had never done business with Phat Performance before but decided to try it for a part for my SEUC. I followed PP’s Harley parts link to the part I wanted. The part description seemed funky but the part name and the manufacturer’s picture were correct for the Harley part that I wanted. When the part arrived, it turned out to be a metric part. I contacted PP. All I wanted was an apology for the confusion their website caused and an exchange for the right part. Simple, huh?
1) PP’s unfriendly salesperson first tried to convince me that the metric part was a “universal” part and that is why it was listed on the Harley page. I went to the manufacturer’s website. The manufacturer shows this part ONLY as a metric part. The manufacturer has a different picture than PP used- a picture that would have been a dead giveaway that it was not the part that I wanted.
2) PP then tried to convince me that the correct part was shown right next to the one I ordered on its Harley parts page. Yeah- now maybe. It was not there when I ordered. I compared a lot of vendors and looked at a lot of parts to decide what extras I wanted for my new bike and from whom. I must have visited the PP page 10-12 times before I placed the order. There was only this one part shown via the Harley parts link. (And remember that PP shows the same H-D part picture for both parts instead of using the manufacturer’s metric part picture for the metric part. Regardless of both parts now being there, someone in a hurry is going to click and order by mistake; just as I did.)
3) PP finally tried to convince me I could order an “adapter” part to make the first part work. Of course the cost of the part and adapter plus shipping would be one heck of lot higher than the full retail cost of the correct part alone. Can you say “more profit for PP for a mistake they caused?”
3) After being treated so poorly by PP, I had no interest in ever doing business with PP again. Remember all I wanted was an apology and an exchange. Now I wanted a refund. PP ignored my verbal and emailed requests for a return authorization for over a week until I contacted them with another emailed request. PP will take the part back but will only give me store credit unless I pay a restocking fee- despite the problem being caused by PP’s incorrect listing.
There were a couple of good reviews of PP back in 2007 but it seems the company has changed for the worse.
Contrast the PP experience with a good customer service experience. J&P Cycle sent me a 20% off Internet order only coupon. At 20% off, I decided the price for a set of V&H Monster Ovals was worth ordering from J&P. I went online to place the order but J&P’s website would not accept the coupon code for some reason. I called. J&P took my order over the phone, applied my discount code, and sent the Ovals to me without shipping charge. J&P apologized for the problem and thanked me for my business.
|
Linear Mode
