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Review 11/1/2007
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This letter is to document a complaint regarding one of your vendors and the dealings that I have had recently with him. Barry at “Top Shelf” in Huntington Beach has been a person I have dealt with for the past 2 months on a PM item which I purchased and was found to be defective. This item was a PM Forward Control. It was found upon installation of the Forward Control that the hydraulic master cylinder did not work properly. This part was taken back to Barry and the situation explained, he agreed it seemed like a defect and was then sent on to PM for investigation, diagnosis, and possible replacement.
This has been a process of over 8 weeks now of talking to Berry, calling him weekly and having no clear answers as to what is going on with the master cylinder. I have been repeatedly assured by Barry through this time that everything was being “taken care of” and “PM is just very slow in getting things done”. At one point, he even went so far as to say he had the past and that he shipped it back to me! (that was 3 weeks ago) and when I called him a week later he could not find anything shipped in his documentation that he had shipped it to me. In fact, he admitted that he did not even have the part! He seems to be very skilled in the art of “playing dumb”. The service I have had with him is unacceptable, particularly when paying the price tag for PM quality and an expectation of serviced. This is not the end of the story, however, because, after the episode where he told me the part had already been shipped, he has subsequently told me on 3 separate occasions that the part was ready to be picked up at PM but he has not had time to get it. Come to find out he’s actually went to PM for other pick-up’s since that time. Every time I call him he says the same thing...”I still don’t have it, hmmm let me take your number and get back to you”. Then of course he does not call me back.
I then had to resort to calling PM directly. After calling PM directly and dealing with Cynthia who seems to do absolutely nothing besides protect Barry’s mistakes, I have still found no help in this matter. I have asked repeated questions, "Is my part ready? Has there been a decision made, has there been any determination whatsoever?" The answer is always the same. "You are going to have to contact your vendor." I tell them the story that I have contacted my vendor to no avail and the answers are not there. Again, Barry even told me that he had the part already shipped. This was 3 weeks ago. When I called him back one week later and he couldn't’t find a tracking number, he said "Oh! I have not picked up that part yet." Waiting a few weeks would be understandable but this process is over 2 months now. As you can imagine my frustration has continued to multiply weekly as this situation has unfolded and I have found no help through your vendor or PM as a company to help in customer service matters.
This letter is to make you aware of the vendor that you have chosen to represent you as well as to voice a complaint regarding your customer service when trying to deal directly with you and a lack of overall concern. If indeed this is a vendor you have chosen to represent you, he does not represent you well. In an industry that competes on service and quality, there are other companies that I will now deal with that seem to find customer satisfaction top priority. I will not purchase any more PM parts in the future. I certainly will not deal with Top shelf in the future and I do hope that you hear the concern in this letter and that you take this to heart. This is most likely happening amongst other consumers as well and I am in no way a person who is out to nitpick and to fault find. I am an average customer, an everyday customer.
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