Broken product? Kick rocks!

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PolarBear

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The vast majority of businesses, especially internet sales have policies in place where, if in the event of a product failure due to poor quality. Will be replaced prior to having to ship the old product back.

Instead, dealing with a vendor like Rock Auto, you're required to ship the DEFECTIVE product back first. Hey.. that'd be GREAT if I had another radiator for my truck. Which I don't. I refuse to order ANOTHER radiator and wait for it to come in, then return the defective radiator for refund.

This is EXACTLY why you should vest your hard earned money into REAL brick and mortar companies that warehouse and stock the parts. Rather than a drop-shipper who has no interest in the end user's satisfaction.

Shop at Advance Auto Parts / Oreilly's / Autozone / Napa or even a specialty warehouse company before dealing with a drop shipper, otherwise you're stuff with poor service and warranty satisfaction.

The reason behind is this post is, a month old radiator purchased for my K3500 has sprung a leak between the aluminum core and plastic end tank. I called to request a replacement part and Rock Auto told me to place a new order for the same radiator and return the bad one upon replacing it.

This is a load of crap, like mentioned above most REAL companies will offer "goodwill" returns, in which the product replacement will be sent, upon changing the part out, will be shipped back to the vendor.

Why should I be without the money for two weeks, due to their defective product? Why? Because they're drop-shippers and don't have direct relationships with the vendors they sell product from.
 

95C1500

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I have never heard of anyone who had a good experience buying rockauto's radiators. Every single one of them said it came busted or broke after a month or two. I've bought steering and brake parts from them twice now and haven't had a problem though. I guess they're just hit or miss
 

PolarBear

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That really sucks... This radiator is only a month old.

I'm just shocked by their lack of after-sales customer service.
 

LostX

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I just purchased a radiator from rock auto for my k3500, it came warped, I sent it back and the second one came with a busted off filler neck, they refused to send me any more after that. And I'm still waiting on the refund
 

slowburb

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You just have to be selective about what you buy from whom. I almost came unglued when an online only headlight supplier told me that I had to send back all products, in all intact and original packaging, in order to even be considered for a refund, of course minus restocking fee. All of this for complete junk I should have never bought.
 

jkeaton

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I don't buy parts like that online. I use the brick and mortar places for things like radiators, steering boxes/racks, alternators, power steering pumps, brakes, etc. I only buy "hard parts" (ball joints, tie rods, bearings, etc) online.
 

OutlawDrifter

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They won't match Rockauto, unless you've got a store manager that likes losing money.
 
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