Date: Wed, 19 Jun 2013 20:30:48 -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: Ordering Parts Online
In-Reply-To: <CAKBchppS3vYEjVj37+LvveB8nS=-pm_VsaXNYajTBkdcT+3Oiw@mail.gmail.com>
Content-Type: text/plain; charset="us-ascii"
> I ordered a set of spark plug wires and the
> part number showed wires with the metal heat protectors.
> The ones I received did not have the metal heat protectors
> They were put on and lasted 5000 miles before the heat
> put holes in them and engine started to miss.
Allow me to fill in some of the blanks here.
First of all, to address the more general question, sometimes a picture may
not be exact due to variations between suppliers, production runs, etc. We
are a small retailer and don't have our own photo studio; most of our images
are file photos provided by vendors. Product details can sometimes change
even if the image supplied to us does not. As a result there may be
differences that do NOT affect functionality (or, if it is a cosmetic item,
cosmetics). This occurs on many e-commerce sites besides ours, from small
ones all the way up to Amazon. Our current of Genuine Volkswagen plug wires
used a ceramic/plastic shield. (I say "used" because we're down to 2 of
these with no more expected in.) I will concede that the picture did not
reflect that difference, although the difference did not affect the
functionality of the wires. Of the hundreds we sold nobody even mentioned
it, so frankly I hadn't even noticed until now.
That being said, if Bernie did have any concern about that difference, all
he had to do was say so. We'd gladly have given him his choice of a refund
or exchange. Instead he installed them and used them for the better part of
a year. Only later, when he had an apparently unrelated problem, did he
retroactively complain that the wires he'd been using all this time didn't
match the picture. Even so, I still offered to replace them with his choice
of any of three brands of wires (with or without metal protectors) for only
the cost of postage. Honestly I think that was quite fair.
I say an "apparently unrelated problem" because not once in his
correspondence to us did Bernie ever mention burn holes in the wires. He
only said one wire had "failed" and his engine had a "miss." On the basis of
that description alone I already offered him the exchange. His mention of
"holes" above is the very first such mention. If these holes are through the
heat protector, that is unquestionably a defect and we would even cover the
postage as well. (I don't understand why he didn't say so in the first
place.) However if the wire is burned elsewhere, not only does that have
absolutely nothing to do with the heat protector, but technically it's not
even a defect, as the wire should not be lying on the hot engine if properly
dressed. (Remember, these were genuine VW wires, so it's not like we're
talking about a poor quality part here that spontaneously combusts.)
We do our best to keep our images and descriptions accurate, despite
constant changes in specifications and availability. It is a huge job that
takes a good chunk of my time, and as hard as I try it will never be
absolutely perfect. If you ever receive a part that looks different from
what you were expecting, I'll gladly take it back (other than a few
made-to-order items as noted on our site). Most of you have known me for
many years on this List and can vouch for my fairness and honesty. I do,
however, feel that it is fair to ask you to say so soon after receiving the
item - not after using it for a long time.
- Ron Salmon
The Bus Depot, Inc.
www.busdepot.com
(215) 234-VWVW
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Toll-Free for Orders by PART # : 1-866-BUS-DEPOT
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