Customers report on the competition - General Discussion - Discussion Areas - WM AUTOMOTIVE and Parts Plus Jobber Bulletin Board - Message Board - Yuku

RSS
Email

0 Kudo

<< Previous Topic Next Topic >>

Customers report on the competition

Author	Comment
Rex Burkheimer	Customers report on the competition	Lead	[-]
Member (09/03/04 12:58:37) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	Tags : None Below is a DIY customer comparison of the stores in his area: The quality of NAPA stores seems to be all over the map. Some are large and clean, with friendly staff and prices about what you find on www.napaonline.com. Others are small and grungy with rude salespeople and prices 20% higher than online. An email I got from napaonline.com said each store sets its own policies and prices - and it shows. I generally avoid NAPA, since even the lower-priced stores are higher than the competition. However, if you need a part that the other stores don't have, NAPA will usually have it. Their expensive, higher-quality parts are mostly made by DANA and are decent quality. They also have some lower-quality lines made by various manufacturers. I don't know if these are any good. Autozone now carries some quality parts like Fel-Pro and Timken, but they still sell some junk. If you know what you need, check www.autozone.com and go to the store with a printout. The prices on the website are the same as in stores. Generally their prices are the lowest of most national chains, but for some reason, the prices can fluctuate wildly - as much as 100% over a few weeks. I've found them selling for higher than list price on some Melling engine parts. There also seems to be fairly high turnover at the local stores in my area, both in management and staff. Autozone staff are generally friendly, but can sometimes be clueless when it comes to parts questions. Because of this, they can screw up special orders, so have them confirm what you are ordering and the correct part quantity in their paper catalogs if there is any doubt on the computer listing. Beware that customer service online at www.autozone.com is terrible. I've never received an answer to any question I ever sent them. Because of this, I've never ordered from them online. Www.partsamerica.com is associated with Checker and Kragen stores. The prices are usually somewhat higher in the stores than on the website, but you can take in the website printout and ask them to give you the online price. An email from partsamerica.com said this should work, but the salespeople don't seem to know this, so I had to talk to a manager to get the Web price. Checker sales people are somewhat clueless like those at Autozone, and some are rude. Strangely, they also hire some people who don't know much at all about auto parts. (One guy didn't know what a transmission oil cooler was.) Carquest does not seem to stock any engine parts due to low demand, but they should be able to order all Federal-Mogul parts. Federal-Mogul is the only major auto parts manufacturer that has a comprehensive online catalog on their Web site, so you can go into Carquest with a print-out of what you need. However, prices are high for some FM parts (compared to Northern Auto), and you may have to pay shipping if a local warehouse doesn't have the parts. Carquest guys still seem to be the most knowledgeable and friendly. All of their parts are good quality and made by major manufacturers. (See www.carquest.com; however, they don't have an online catalog.) Carquest is usually not the lowest price, but you can't go wrong with them. Shipping charges: Northern Auto Parts (www.northernautoparts.com) has good prices, but be careful with them on shipping. If you order over the phone rather than the website, you can get hit for extra incoming shipping charges on parts they don't have in stock. Be sure to tell them that you only want to buy IN-STOCK items or you can wind up paying $5-$10 extra shipping on each small part they have to order. The items in the catalog are usually in stock as well as some common Federal-Mogul engine parts. Also, if you call to place your order, they may charge you more for shipping than the standard shipping charges listed on the website, because they charge actual shipping charges plus a handling fee. This can get steep on heavy parts. Better to order on the website with set shipping charges quoted there. Summit (www.summitracing.com) and Jeg's (www.jegs.com) have a stadard handling/shipping fee of about $9 on all orders, however, their prices are higher than Northern. Filters: I've changed my mind about filters and after some study, I think there definately is a difference in quality. Air and oil filters are important for long engine life since they keep dirt out of the bearings and other wear surfaces. Good quality oil and air filters are made by Wix (from Carquest or NAPA) or Purolator Premium Plus. AC Delco Duragard would be a good second choice if you can't find these. Mobil-1 filters are also very good but are more expensive. I'd stay away from Fram and the other very cheap brands. Some online tests have shown these to be poor quality. The Wix and Purolator filters are only about $3 more than the Frams - cheap insurance.
Rex Burkheimer	AutoZone's Lifetime Warranty	#1	[-]
Member (09/07/04 11:18:37) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	The front brake pads were wore out on my '93 Aerostar so I took them off to get new ones. Since I live about a half hour away from the store I called to make sure that they had them on hand. Sure enough, I was told two different prices (the cheapos and the lifetime warranty ones) and the man on the other end asked me which ones I wanted. I told him that I had purchased their "lifetime warranty" pads about a year ago and that I was wondering if they would honor their warranty. All at once there was a pause and the man asked if I had my receipt. I told him that I probably did NOT because all that was tracked on their computer. He then told me that I needed a receipt and that it was the only way to get the "free" replacements. I politely reminded him that the last time I was in the store they bragged that receipts are no longer needed for warranty work because they simply asked for your phone number when requesting warranty work and it was all stored on their computer. After another pause (it was about like a car salesman always going to the manager for guidance) he asked if I had the box. I told him I did not, but I would put the old ones in the new box so he could have one. Another pause. Finally he said to bring them in so that they could inspect them to verify if they were actually worn out. After I got to the store with the worn out pads, (another day or two and the pads would be rubbing metal-to-metal. It was THAT close) the man I talked on the phone took the pads and showed them to the manager who stood about 20 feet away and wouldn't talk to me. He wasn't doing anything else, but he wouldn't make eye contact with me or get closer to me either. Finally after a bunch of mumbling to themselves, the man behind the counter said that this set would be covered under warranty, but the next set would not. In other words, I guess it was the lifetime warranty for the pads, not MY lifetime warranty or my VEHICLE'S lifetime warranty. I took my receipt (which I will now save) and I left the store. Any comments on this? Now before you blather about how a nationwide auto part store with the lifetime warranty are a sham or how the lifetime warranty parts are crap, I already know that, so save your bandwidth. However, I have three vehicles with over 200K miles on them and a fourth one with 300K, so I keep my vehicles a long time. Which is why a lifetime warranty part is sometimes pretty important to me. BTW, I am a mechanic, just that most of machines that I turn wrenches on are for offroad. Any comments on the lifetime warranty or lack thereof? FYI, these pads lasted about 35K of hard miles so they weren't too bad. I'm just curious of what they will say when I bring them in the next time. ------------------- It appears that's what AutoZone's Limited Lifetime Warranty states. That's where I buy most of my parts from. They have brake pads for my '96 Mark VIII that cost $10 a set that carries a 1 year warranty and they have the next better set for $17 that has a lifetime warranty. That means that the $17 should be the last money spent on that car's front brake pads as long as I own it. --------------------------------------------------------------------------- Limited Warranty We will replace, or refund your money for, at our option, any part we sell that wears out or breaks under warranty. Your warranty starts on the day you buy the part and expires at the end of warranty period stated on the receipt or when you sell your vehicle - whichever comes first. To obtain a replacement part, visit any AutoZone store or contact AutoZone.com at 1-800-288-6966 to arrange return shipping. Replacement parts are warranted for the remainder of the warranty period or 90 days, whichever is longer. -------------------------------- Means you will spend your LIFETIME arguing with taco bell rejects behind the counter of your local Harry Homeowner-oriented auto parts store because their garbage parts failed again, trying to get equally-crappy replacement parts under WARRANTY. Such gimmicks as "lifetime warranties" are not offered by the parts supply channels the pros use...they don't have to resort to such tactics; the quality of their parts is good enough to sell on its own merits. -------------------------------------- I managed an independently-owned NAPA store for two years. My business split was 90 percent wholesale (professional) and only 10 percent retail (Harry Homeowner), and I liked that split. On more than one occasion, I invited the "Harry Homeowners" of this world to do business elsewhere....I REALLY didn't need them because the 10/90 rule really came into effect with them. In case you're unfamilar with the 10/90 rule, that's the rule that states that 10 percent of your customers will give you 90 percent of your problems. Our lifetime warrantee on starters/alternators, brakes, mufflers, etc. was passed along to our shop owners' customers.as a benefit from doing business with their shop, so the car owner got the same lifetime parts warrantee through NAPA, along with a warrantee on labor from the shop. I didn't need a receipt from my professional customers, because my computer had every sale I had made to them over a five-year period. Besides, they did enough volume to easily cover the purchase. The retail customers, however, all had the same name on their invoice - "Cash Sale" - so, I did require a receipt if I didn't recognize the customer. And.....there were occasions where I decided to "eat" the warrantee through the store for one of my better customers - both retail and wholesale - due to extenuating circumstances. Let's see one of the High School, Assistant Managers at Poop Boys do THAT! -------------------------------------
Rex Burkheimer	Re: Autozone "alternator check"	#2	[-]
Member (09/09/04 13:19:34) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	(author unknown) Autozone Aside: I drew on the "expertise" of the fine folks at Autozone today. They did what they said was an "alternator test." The guy hooked up to the battery terminals a sophisticated-looking electrical tester. (IOW, it does more than my $15 Radio Shack digital voltmeter.) He read off voltages while operating the throttle control manually (under the hood). He got the same sub-13 volts I got. He never changed the electrical loads. His conclusion: Buy a new alternator. My conclusion, "All he did was what I pretty much did, so not so fast." I thought he'd at least take some readings at the alternator terminal. But one gets what one pays for, I suppose. This check was free.
Rex Burkheimer	Re: Autozone "battery check"	#3	[-]
Member (10/11/04 14:27:39) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	1. Autozone is a joke. They used a machine that was faulty to test my alternator on my ford. told me mine was bad but they had reconditioned ones for sale. I went to a junk yard & got one instead. After 3 bad alternators(according to them) I asked them to check their shelf models. They all tested bad as well. So I really never needed an alternator at all but because I had already swapped mine w/ a junk yard several times, I was stuck. NOW THIS IS THE KICKER...after letting the management know what was going on I went in the following day to find them testing someone elses alternator. I stood in line & watch them test the guys & than tell them it was bad. 2. Another thing amazing is of around the 6 or so batteries I've purchased. (1 for ford escort, 79 camaro, nissan 240, chevy diesel that required 2, an ford ltd) they can never seem to find the particular one that I have to bring in because it's gone bad within 6 months. Their lifetime warranty is only good if they can find you in the system. I said the heck after numerous experience w/ different batteries & just went & bought a Sears diehard. It cost me more money but I've never had a problem. I've even forgotten to turn my radio off, and the next day it's still strong as ever. Is it any wonder that Autozone is going towards the cheapy go-fast looking stuff. It's because their parts don't outlive their warranty. Than it's like pulling teeth to get them to honor a warranty. Than there is the hassle of removing the crappy part when it fails. You get what you pay for here, if you're really lucky. Posted to a Houston newsgroup by "Greg"
Rex Burkheimer	Demise of the local parts house	#4	[-]
Member (11/04/04 10:33:54) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	Demise of the Local Parts House by Dick Kostelnicek I used to enjoy trips to my local auto parts store. You didn't have to change clothes, the dirtier you were, the better you blended in. You could belly up to the counter, ask for advice, and get darn near any part for your tired old car. It might take at most a day to get it delivered from the warehouse, but there was always an eager soul in the store to make sure that you got just what you needed. Well folks, those days are gone. Recently, an old friend of a tree fell over in my yard, taken out by a strong gust of wind and a diseased trunk. Well, I got down my 35 year old Craftsman chain saw from storage, did all the things that the well illustrated manual said to prepare it for service, and pulled the starter cord. Not a wimpier from the all aluminum ( pre-ABS / PVC ) bodied saw. After some diagnosis I found the spark plug wire was hardened and cracked from age. Obviously, it was suffering from 35 years of ozone pollution ( pre-silicone rubber ). So, off to the auto parts house for about a foot of plug wire and to treat myself to a new spark plug. "No, we don't have a roll of spark plug wire" was the answer to my query. "We only have custom plug wire sets. Do you have the make and model year of the vehicle?" Now in the past they would bring out several rolls of plug wire and you would make your selection based on diameter, insulation type, color, etc. After checking with the four other parts houses within driving distance, not a scrap of loose plug wire was to be found. One counter clerk even said, "Can't you use hook-up wire? We have small rolls of that over here!" So much for that old sage parts house advice. Well, as my father taught me, consolidate your tasks into one trip. I didn't come just for plug wire. I also brought along my used motor oil to dispose of properly. I still change my own oil. It gives me a chance to wiggle under the car to determine just how much weight I've gained and how far my arthritis has progressed. My local parts house has been collecting used oil ever since the EPA shamed us into not using it to kill the grass along the fence line. So, I carried in four one-gallon containers of oil and was told to go into the back room and dump it into the reclaim barrel. Now, I've been in that back room many times over the past 35 years and always enjoyed my visit even though the place has changed hands 6 or 7 times during that period. I have fond memories of borrowing pullers and getting advice from the folks in the back room to remove a pulley or two from a generator ( alternator of late ) that I wanted to replace. They also had a fair machine shop back there for turning brake drums and disks. Well, that's all gone. Just an empty work bench and the barrel of reclaimed oil remains. As I left the store, I looked around to see what they currently offer for sale. Nearly all the stuff on the self-service shelves was motor oil, wax, cleaners, and make you car smell good perfumes. Oh, there was a 4x4 foot display of old car parts on bubble wrapped cards, things like an distributor rotor from a Chevy that I never owned, a generic choke cable, and a few other antique odds and ends. Behind the counter there were no gray haired sayers of sage wisdom, no dirty finger nail punk kids who knew how to fix-up anything so that it became louder and went faster, just a couple of clean shaven clerks in their company furnished uniforms who had passed their training course in swiping a credit card through a scanner and operating the bar code reader. So, please pause for a minute to say a few words over the demise of the local parts house, a place where men went to be with men, talk a bit dirty, and get the where-with-all to prove that they could fix things, save a bit of money, and exercise control over their lives.
bryans	Re	#5	[-]
Member (11/04/04 20:43:15) Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	I for one, am glad many things from those old days are gone. But in a lot of ways, this guy is right but hes probably one of those guys that patronizes the Zones and Marts to buy that oil for his truck..laugh. And that is the bottom line to why our country has changed. Most parts stores now, especially independents, are a place that welcomes every gender and every walk of life and not just the old tight ass coffee drinker that is ticked if you try and make a buck. We want ladies, kids, DIYers, installers, and everything in between. Most business owners are working diligently to find the profit in order to continue their journey. So yes, some of the things of yesteryear had to go. And its not easy, but we all have to conform to needed change or well all be gone. I guess out here, we still do some of the things he likes, but many are changed. Machine shop is gone, everything has went to a 2-pack, and we concentrate more on the buck than we ever have. With that said, the margins are less and the gross is more. Ultimately, I think the consumer gets more now days in every business than they ever have. But they wouldnt agree probablysmile
Rex Burkheimer	Opinions I ran across today...	#6	[-]
Member (03/07/05 18:08:35) WM Marketing Director Reply Quote More My Recent Posts Message Me Connection Blocking Invite Ignore User's Posts Report Post	AutoZone is actually pretty good as far as chain stores go, but honestly, I prefer to shop at the independent place because they have better service. If I find I need, say, a wheel cylinder kit for an older car I can usually order it in the AM and pick it up after lunch. They're more helpful than the chains as well with looking up obscure older applications, as quite honestly they have better counter help. Plus they finally changed from stocking Fram filters to WIX so I buy all my filters there now too. ----------------------------------------- My experience is that Autozone is good at making you FEEL well-treated. They honor warranties, they offer free testing of parts, etc. etc. etc. On the other hand, their re-manufactured parts are among the worst I've ever seen. There are several local parts stores I use for all those reasons. They also seem to be more careful in researching their suppliers and coming up with quality parts, rather than "lowest-bidder" grade parts. But I also use Napa and Carquest. I particularly like Napa's on-line parts finding tool (napaonline.com).

<< Previous Topic Next Topic >>

Quick Reply