Date: Tue, 16 Oct 2007 19:29:44 -0400
Reply-To: The Bus Depot <vanagon@BUSDEPOT.COM>
Sender: Vanagon Mailing List <vanagon@gerry.vanagon.com>
From: The Bus Depot <vanagon@BUSDEPOT.COM>
Subject: Re: bus depot window gaskets
In-Reply-To: <BAY101-W7791D5E2BB52D23AE91C0AC9C0@phx.gbl>
Content-Type: text/plain; charset="us-ascii"
> I called bus depot, and they'll ship a rear gasket overnight,
> but they expect me to pay half of the shipping.
>
> i accept that a simple inspection would have revealed the two
> missing gaskets, but how am i responsible for the front vs.
> rear error? am i wrong to expect free overnight shipping?
Aaron,
The sheet included with your order (with "PLEASE READ THIS" in huge letters)
asks you to check the contents of your shipment promptly, and notify us
within a few days in the event of shipping damage or shortages. This is
necessary because sometimes parts can be lost or damaged AFTER they are
received - for example, the mechanic has the box lying around at the shop
for a few weeks and some of the contents go missing, or you step on the box
a week after you got it and bend a part, etc. I'm not saying that is what
happened in your case, but it is why we (as well as our competitors) ask for
reasonably prompt reports of any damaged or missing items.
You received this order a few weeks ago, and only now notified us. Despite
this - and despite the fact that you were verbally abusive to my employee
over the phone, using expletives that cannot be repeated on this list - we
gave you no hassle at all over replacing the parts reported missing or
wrong, and also offered to send them immediately via standard ground
shipping (the same method as your original order) at no shipping cost. When
you asked Matt to Overnight them instead, he called me, and I told him we
would cover half of that cost (which is significantly higher than ground
shipping).
I think this was very fair. After all, had you not waited several weeks to
check the contents, overnight shipping would not have been necessary. On the
other hand, had there not been a packing error you wouldn't have had the
problem at all, so it seemed fair for me to cover half of the Overnight
shipping cost (or all of the Ground cost). I think that was a reasonable
offer, and I stand by my decision.
I see that here you have also noted that you your mechanic cut one seal
apart to see if it could be made to fit the rear window. I should note that
since the seal has been intentionally cut and thereby rendered worthless, we
will not be able to take it back for exchange or credit. Had it not been
cut, and was sent in error, we'd not only have taken it back but also paid
for your return shipping.
- Ron Salmon
The Bus Depot, Inc.
www.busdepot.com
(215) 234-VWVW
_____________________________________________
Toll-Free for Orders by PART # : 1-866-BUS-DEPOT
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