Pelican Parts - What's going on?

[hdavis]

On December 10 I order $1,500 worth of parts for my gear box rebuilt and a few other items.

Almost a month has gone by and still don't have the parts even though they were all "available" according to Pelican. Their customer service has been terrible this time around, don't know what's going on with Pelican. I've had no issues in the past but this time around they really suck

I have been in contact with them and every time I call I get a different reason as to why it hasn't shipped.

I am now again being told that they should ship today (even though I got a Fedex tracking number from them on Dec 30...). I need those parts in UT by Jan 7 and they tell me they won't be getting here on time because I ordered Fedex ground. I asked them to ship them next day air and the lady I talked to said I would have to pay for the additional cost, that she was not able to authorize that.

Anyway, can someone recommend alternative suppliers for gearbox parts? I might need to cancel the whole order and get the stuff form someone else

Thanks

[wachuko]

Have you tried going directly with Porsche? I have had good luck with pricing in some parts... I just call Sunset Porsche in Oregon.

On Pelican, I would reach out directly to Wayne to figure out what is going on... I have always had good luck with them. I only shop around for pricing (Sierra Madre Collection, Pelican, Sunset, Stoddard)... and few new ones to me that I am buying from as well (Partsklassik, AASE Sales) .

[hdavis]

Have you tried going directly with Porsche? I have had good luck with pricing in some parts... I just call Sunset Porsche in Oregon.

On Pelican, I would reach out directly to Wayne to figure out what is going on... I have always had good luck with them. I only shop around for pricing (Sierra Madre Collection, Pelican, Sunset, Stoddard)... and few new ones to me that I am buying from as well (Partsklassik, AASE Sales) .

I would love to reach out to Wayne directly, but I have no idea how to contact him. If you can share an email address or some other method of contacting him that would be great.

My experience in the past with Pelican has always been great, to the point that I don't even shop around for pricing anymore, but this time I'm not happy

[Flieger]

He's wayne at pelicanparts.com I believe. Or you can find him on the message board/forum.

[hdavis]

He's wayne at pelicanparts.com I believe. Or you can find him on the message board/forum.

Thanks, if things do't get resolved later today I will try and contact him.

[wachuko]

Correct. I use that and he does answer directly...

http://forums.pelicanparts.com/members/659.html

[DempseyMotorsports]

Hi Henry. I'm sorry that you have been unhappy with the delay with your parts. You ordered a lot of special-order parts that were stored on your Project List. When you originally added them to the Project List (probably a long while ago), several of them showed this message:

NOTE: In some cases, a Genuine Porsche part must be imported from Porsche's German warehouse -- which requires longer shipping times and an additional "Germany shipping" surcharge. If this is the case, we will contact you prior to processing and shipping your order. Occasionally, a part is out of stock worldwide or no longer available. In either case, we will let you know.

I checked the logs and I see that you added these parts directly from your Project List, so the message would have been shown when you originally added them to the list, not when you transferred them all to the cart. That may have caused a bit of confusion, as the warning message about them potentially being a long-lead item was probably forgotten from when they were added to the Project List. I'll have to think of a better way to reinforce this in the future in the cart.

I see a whole bunch of notes on this order going back and forth over the past month with our Porsche dealer rep, trying to figure out what is going on with Genuine Part #901-107-351-01-OEM (transmission anchor block). According to Porsche, it was due in the states here (from Germany) on 1/4/2016. That apparently didn't happen, but that was the information we had at the time from Porsche. I see that my staff has replaced it with the OEM version, and has instructed the warehouse to expedite your shipping to 2-Day.

Again, sorry for the delay. With some of these Genuine Porsche special-order parts, the availability can be spotty...

-Wayne
Founder, Pelican Parts Inc.

[hdavis]

Hi Henry. I'm sorry that you have been unhappy with the delay with your parts. You ordered a lot of special-order parts that were stored on your Project List. When you originally added them to the Project List (probably a long while ago), several of them showed this message:



I checked the logs and I see that you added these parts directly from your Project List, so the message would have been shown when you originally added them to the list, not when you transferred them all to the cart. That may have caused a bit of confusion, as the warning message about them potentially being a long-lead item was probably forgotten from when they were added to the Project List. I'll have to think of a better way to reinforce this in the future in the cart.

I see a whole bunch of notes on this order going back and forth over the past month with our Porsche dealer rep, trying to figure out what is going on with Genuine Part #901-107-351-01-OEM (transmission anchor block). According to Porsche, it was due in the states here (from Germany) on 1/4/2016. That apparently didn't happen, but that was the information we had at the time from Porsche. I see that my staff has replaced it with the OEM version, and has instructed the warehouse to expedite your shipping to 2-Day.

Again, sorry for the delay. With some of these Genuine Porsche special-order parts, the availability can be spotty...

-Wayne
Founder, Pelican Parts Inc.

Wayne, thank you very much for your reply. I did receive a call earlier today form your customer service department and they promised it would ship out today, so when it does, the issue will have been resolved in a totally satisfactory manner.

As to the project list message, you might be right, I don't recall the warning message you mention, and it might very well have been there.

Again thank you very much.

[jaudette3]

Now that's what I call great customer service.

Cheers,
John

[ajwans]

Now that's what I call great customer service.

Cheers,
John

Really? I don't expect to have to take a complaint all the way to the top to get some basic questions answered.

Great customer service from Wayne for sure, but not so great for the organisation as a whole.

andy