Lack of response from AG

Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.

Quote:

---

Originally Posted by luvmyrv

Wondering if its just me....but have any of you experienced a zero response from AG Customer Service? Twice now I have emailed them and gotten no response. One time was right after I placed an order and tried to get something added to it. Was too late I guess as the order shipped without my addition but I didn't even receive a reply. Now just on the weekend I emailed asking a question, and it's been 3 days and no response...is this normal from the Customer service dept??? I keep reading how excellent the customer service is. I have been very happy with the orders I have placed and the speed of shipping and quality of packing.

---

Can you send your email to the following address jason@autogeek.net

Thanks


Sent from my iPhone using Autogeekonline mobile app

Unfortunately this has been my experience as well. I love their products, good prices with discounts, and excellent forum - but their customer response / communication is horrible. I have had many many emails go completely unanswered in the past 6 months...

One thing I will say though, they usually make things right in the end. You shouldn't have to email and call 10 times to get a response though...

Sent from my SM-G955U using Tapatalk

The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.

I personally have never had any issues with email communications, I have always received an answer in a timely manner.

Ya, AG won't add items to existing orders. I was on the short end of that as well. I don't know why they refuse to do it, but it's their one flaw in terms of customer experience. As for not answering emails, I have never sent them any so I don't know. All my experience with their customer service has been good. Maybe you could call them and see if they can help you over the phone? Maybe there is a problem with emails getting through for some reason.

It's not an issue of the emails not getting through. I had 2 different shipping issues the end of last year. Both instances I emailed and attempted to call numerous times. No response. In both instances, a few days later I received the items missing from my order. That's great, but there was no response, no apology, nothing to make up for the issue like an extra sample or something...

After sending another email detailing their lack of response I again received no response. I have since made 2 orders from competitors as a result...

I think the company was sold. Maybe they have made changes I am not aware of. This is sad, AG's customer service used to be second to none.

I emailed this morning about a shipment that was damaged in route and FedEx was redirecting back to them. I got response in 30 minutes. I can't ask for any better then that A+ in my book

Sent from my Z982 using Autogeekonline mobile app

Quote:

---

Originally Posted by SWETM

The email address you mailed to would be helpfull to them I think. If it's something wrong with it or something else.

---

This is correct, we will be able to run a trace and see what happen with the emails.
Thank you for all the feedback, I'm forwarding this thread to the customer service manager.

Quote:

---

Originally Posted by Calendyr

I think the company was sold. Maybe they have made changes I am not aware of. This is sad, AG's customer service used to be second to none.

---

These same types of email issues were posted from time to time on the forum before the company was sold too. But I've personally never experienced any issues.

I’ve have also had some issues with emailing customer service. I can’t remember which email address it was, but it was a general one.

I have also had some not get unresponed to, but yet they did address the problem so you know they got it.

One of the last ones was an order that seemed to stuck somewhere in the picking and packing process.

I sent an email because I noticed the status hadn’t changed in about a week. I received no response, but yet my order was suddenly shipped. I guess the “response” was the automated shipping email.

You get much better results emailing a specific customer service rep but you shouldn’t have to.

Quote:

---

Originally Posted by Admin

Can you send your email to the following address jason@autogeek.net

Thanks


Sent from my iPhone using Autogeekonline mobile app

---

I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.

Quote:

---

Originally Posted by luvmyrv

I would love to...but in both instances I went to the "Contact Us" link on the main page where you simply give your email address and type in your msg. So In that case it doesn't appear in my sent folder in my email account. That may be the problem. Probably better off to email a customer service rep directly but we don't have access to those email addresses, and probably with good reason.....Jason I will email you directly with my question from the weekend...thanks for looking into this and forwarding it to the customer service mgr.

---

Thanks for the info, that gives me a place to start looking.

Quote:

---

Originally Posted by Mantilgh

One of the last ones was an order that seemed to stuck somewhere in the picking and packing process.

I sent an email because I noticed the status hadn’t changed in about a week. I received no response, but yet my order was suddenly shipped. I guess the “response” was the automated shipping email.

You get much better results emailing a specific customer service rep but you shouldn’t have to.

---

Have noticed AG (And Autopia as well) don't have as many order status updates as they used to. Pretty much order, wait for shipping notice. Standard fare.

Edit: I've only had to contact them 3 times in last 18 months; if I remember correctly, I got pretty much instant response and resolution. Usually was a shipping/product error that, in the end, worked out to my advantage; i.e. "Keep what we sent your and we'll now send you the right stuff." Have had some extended "order and then wait a week for for shipping confirmation" but if I need something quick, I just order from another vendor who ships quicker.

The best bet in most instances is to probably call them. I've communicated with AG both ways and never had an issue.

I've only attempted to contact them via e-mail on two occasions. The first time I received a response in about two days and was able to work things out just fine. The second time, I received an order which shipped with the wrong part. I sent an e-mail describing the problem but never received a response. However, about 48 hours after I sent my e-mail, I received a shipping notification the part was en route. The problem was solved quickly with no problem, just without any response from a human.

I've had some instances where I did send an email and did not get a response, but my issue was still fixed. They may not respond to all of them, but they do read them.

Getting them on the phone, on the other hand, has been a big challenge. I've called numerous times in a day, just to see if I was calling them at their busy time of day, and the next day without being able to get anyone on the phone. I find emailing them to be easier even if they do not respond.

Sent from my SM-N950U using Autogeekonline mobile app

I see the not responding to emails isn't an isolated incident. It's unfortunate...
If they get their customer communication under control they will have a top notch business, until then I can't give them an A+

I think they HIGHLY underestimate the long term effects of poor communication & customer service. As a former business owner I can say I truly understand the importance [emoji106]

Sent from my SM-G955U using Tapatalk

Personally if I've had to contact AG I just call. I get someone right away and my issue/request is taken care of.

Well I am surprised about these issues some have had. I have ordered and received more than 100 orders and the only problem has been a item that was not actually as ordered. A packer in the shipping dept type of error. Called and fixed instantly. My last order had a Sonax BOGO item that the top busted off and I did not even complain because of all the previous good service received. I felt that they deserved a Mulligan and did not want to bust their chops over a rough handled box that was 90% complete. I have never sent a email to customer service so that maybe is good luck on my side. Sorry for those that have had less than happy experience with orders.

I had placed an order and later decided I wanted something added while the sale was still going. I emailed customer service to try and have it added to my order, but was instead told it was too late and the sale had ended, but they would still honor the price if I wanted the product.

I replied saying that’s great, send it my way. I waited a week for a reply. After another 4-5 days I emailed them asking about the status, to which I got no reply. I waited a few more days and then sent them another email telling them to not send them out.

I found it very odd to get a timely response to my first email only to have them go dark on me after that.

I still order from autogeek whenever there’s a good sale going, and enjoy supporting them, but that was a very unfortunate experience with their customer service, and also the first and last time I’ve ever bothered to try and contact them.

I guess the fact I’ve not needed to contact them speaks volumes as well, though.


Sent from my iPhone using Tapatalk

There may be issues with emails from time to time, but one thing NO ONE ever complains about is the great service they get when they call. So pick up the phone, they are really nice people and always go out of their way to make customers happy. Think of this, back before Al Gore invented the internet, one had to call a company to place an order or get customer service!

Quote:

---

Originally Posted by Jaretr1

There may be issues with emails from time to time, but one thing NO ONE ever complains about is the great service they get when they call. So pick up the phone, they are really nice people and always go out of their way to make customers happy. Think of this, back before Al Gore invented the internet, one had to call a company to place an order or get customer service!

---

I appreciate your sarcasm but if you read some of the earlier posts you will see that I'm not the only one that has never had anybody answer when I call.

I'm not trying to bash Autogeek as a whole, and it's not a personal attack on the great people that work there - it's meant to be constructive criticism to help them improve an already great company!

To take a page from your book, think of this - before everybody was worried about hurting someone's feelings businesses could actually be given tips on how to improve, such as "If you provide a customer service email you should answer it" [emoji106]

Sent from my SM-G955U using Tapatalk

I too have recently become frustrated with the total lack of response from Autogeek. I recently made 2 attempts at messaging them to get some questions answered and have since been completely ignored. So frustrating!

for future reference in this thread, here's some contact info below which will get an immediate response... :xyxthumbs:

call us toll free at 1-800-869-3011 from 9 am-6:00 pm EST, Monday-Friday, and 9 am – 4 pm on Saturday.

Quote:

---

Originally Posted by VISITOR

for future reference in this thread, here's some contact info below which will get an immediate response... :xyxthumbs:

call us toll free at 1-800-869-3011 from 9 am-6:00 pm EST, Monday-Friday, and 9 am – 4 pm on Saturday.

---

Hello "Visitor" and thank you for your assistance. Just a thought, could we post your message including the 1-800 number as a "Sticky" to be permanently posted at the top of this forum as there does seem to be a fair amount of disappointed posts regarding customer service.

A single posting (as it is posted here) will be fairly quickly lost as other posts will cause it to be pushed further down the historical list.

Thank you kindly again for getting involved and caring enough to help resolve this issue!

Quote:

---

Originally Posted by DetailKitty

Personally if I've had to contact AG I just call. I get someone right away and my issue/request is taken care of.

---

This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.

Quote:

---

Originally Posted by mwoolfso

This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.

---

I completely agree with the above. However, that being said there are 2 core fundamentals to to any customer service experience and they are:
1. Responsiveness
2. Professionalism

I'm sure some of the people airing their concerns here ultimately had their issues resolved, perhaps by telephone.

There is absolutely no legitimate reason for completely ignoring a customers inquiry, no matter the medium used, (email, written letter, telephone, etc.).....none! I think that's what most here were venting about.

No doubt, the impression the customer receives is indeed one of frustration and confusion and an overall poor experience.
I am absolutely positive that Autogeek does not intend for that to be the case. They must however, do a better job at prioritizing this aspect of the business.

For the record, after I made my initial posting on this matter, I was promptly contacted by a Customer Service representative and am expecting resolution shortly.

Quote:

---

Originally Posted by Sonic Pilot

I completely agree with the above. However, that being said there are 2 core fundamentals to to any customer service experience and they are:
1. Responsiveness
2. Professionalism

I'm sure some of the people airing their concerns here ultimately had their issues resolved, perhaps by telephone.

There is absolutely no legitimate reason for completely ignoring a customers inquiry, no matter the medium used, (email, written letter, telephone, etc.).....none! I think that's what most here were venting about.

No doubt, the impression the customer receives is indeed one of frustration and confusion and an overall poor experience.
I am absolutely positive that Autogeek does not intend for that to be the case. They must however, do a better job at prioritizing this aspect of the business.

For the record, after I made my initial posting on this matter, I was promptly contacted by a Customer Service representative and am expecting resolution shortly.

---

I completely agree with your assessment. I have actually had 3 bad dealing with their customer service. All 3 were eventually taken care of satisfactorily, but no real apology! As for the telephone number - 2 of the times I had issues included ignored phone messages as well.

I'm not trying to bad talk them, just pointing out the same thing I have in the past - They have a great business, but they must vastly improve their customer service if they want to last... I have actually started buying many of my items elsewhere unfortunately.

Sent from my SM-G955U using Tapatalk

Quote:

---

Originally Posted by mwoolfso

This is the "trick" folks.... talk to a human! It does work with maybe 5 minutes additional investment. You would simply save the time complaining on a forum and get the real problem solved. I called one time a few months back and they swapped out a line item with another one. It is possible, indeed.

---

^^This^^

In a perfect world, all cyber communications would be instant. But, nothing is perfect. AG is expanding, but nowhere near the speed of it's growing customer base.

I see this as a great thing in the form of many new members joining the forum. (And most likely thousands of lurkers we will never see :/ )

AG is hardly the Mom & Pop corner store, but not IBM either. IMO, handling all the emails in a certain day would be extremely taxing at best to AG customer service, and impossible at worst.

So, try and give these guys and girls a break and pick up the phone while they continue to expand and grow.

Quote:

---

Originally Posted by PaulMys

^^This^^

In a perfect world, all cyber communications would be instant. But, nothing is perfect. AG is expanding, but nowhere near the speed of it's growing customer base.

I see this as a great thing in the form of many new members joining the forum. (And most likely thousands of lurkers we will never see :/ )

AG is hardly the Mom & Pop corner store, but not IBM either. IMO, handling all the emails in a certain day would be extremely taxing at best to AG customer service, and impossible at worst.

So, try and give these guys and girls a break and pick up the phone while they continue to expand and grow.

---

I think most customers would be fine with a slight delay in responsiveness. What seems to be a common thread here is a complete lack of any response at all.

Running and managing the day-to-day operations of a busy (and expanding) business can be very taxing on the staff. However, the business must not lose sight of the core customers that were instrumental in getting them to this point, and most likely beyond!

Managing a business' growth involves also maintaining a certain level of customer service, including the ability to continue to grow the customer service "in-sync" with the demand of the expanding business. It is not excusable to allow customer service to significantly drop because "we are busy expanding our business." if they do, they may become very surprised at how quickly that business goes to the competitors!

Don't get me wrong....I LOVE Autogeek! Some growing pains may be going on here. Just need to be very conscientious about how to effectively manage the customer experience throughout this expansion phase. They'll get it. But positive and constructive feedback is a very valuable tool. As good customers, we owe it to 'em!

Quote:

---

Originally Posted by Sonic Pilot

I think most customers would be fine with a slight delay in responsiveness. What seems to be a common thread here is a complete lack of any response at all.

Running and managing the day-to-day operations of a busy (and expanding) business can be very taxing on the staff. However, the business must not lose sight of the core customers that were instrumental in getting them to this point, and most likely beyond!

Managing a business' growth involves also maintaining a certain level of customer service, including the ability to continue to grow the customer service "in-sync" with the demand of the expanding business. It is not excusable to allow customer service to significantly drop because "we are busy expanding our business." if they do, they may become very surprised at how quickly that business goes to the competitors!

Don't get me wrong....I LOVE Autogeek! Some growing pains may be going on here. Just need to be very conscientious about how to effectively manage the customer experience throughout this expansion phase. They'll get it. But positive and constructive feedback is a very valuable tool. As good customers, we owe it to 'em!

---

Well said, and true.

But, you can still dial the phone number...........:xyxthumbs:

Quote:

---

Originally Posted by PaulMys

Well said, and true.

But, you can still dial the phone number...........:xyxthumbs:

---

Did you completely miss my posts about phone calls not always working? I even mentioned it in the post directly above yours!

Constructive criticism IS how a business makes it in today's competitive world. If everybody "gives them a break" by not pointing out problems it would be very detrimental to the longevity of the company.

I am a former business owner so I speak from experience - businesses NEED feedback!

Sent from my SM-G955U using Tapatalk

Quote:

---

Originally Posted by VETLAG72

Did you completely miss my posts about phone calls not always working? I even mentioned it in the post directly above yours!

Constructive criticism IS how a business makes it in today's competitive world. If everybody "gives them a break" by not pointing out problems it would be very detrimental to the longevity of the company.

I am a former business owner so I speak from experience - businesses NEED feedback!

Sent from my SM-G955U using Tapatalk

---

Yes, I must have.

I'm not usually reading threads like this one.

I surrender. I'm sorry you have had a bad experience. I believe that you have had this experience. It is not typical, and sorry it happened to you.

I will leave you to endlessly complain about AG, while I enjoy them. Again, sorry for any misfortune you might have had.

Quote:

---

Originally Posted by Sonic Pilot

Hello "Visitor" and thank you for your assistance. Just a thought, could we post your message including the 1-800 number as a "Sticky" to be permanently posted at the top of this forum as there does seem to be a fair amount of disappointed posts regarding customer service.

A single posting (as it is posted here) will be fairly quickly lost as other posts will cause it to be pushed further down the historical list.

Thank you kindly again for getting involved and caring enough to help resolve this issue!

---

i can't make it a sticky, but i started a separate thread in which i hope helps those in need... :xyxthumbs:

Autogeek.net Toll Free Number for Immediate Assistance 1-800-869-3011

Quote:

---

Originally Posted by VISITOR

i can't make it a sticky, but i started a separate thread in which i hope helps those in need... :xyxthumbs:

Autogeek.net Toll Free Number for Immediate Assistance 1-800-869-3011

---

That's perfect VISITOR, hopefully somebody from AG will come along and see this and make that information a sticky for all to see [emoji106]

Sent from my SM-G955U using Tapatalk