I thought I would begin documenting this transaction since their customer service seems to be nothing more than an answering machine.
January 28 - I ordered a transmission (4L60E) for my 97 Suburban on January 13 from VJ. I was told at that time that my transmission would be shipped that day or worse case the next day and it will be delivered within 5 to 7 working days. Fine. I called their 800 # on Monday, Jan. 24 and was forwarded to Art in shipping who told me that the unit was shipped on Jan 17. OK fine. I called on January 25 and was forwarded to the production manager John Decker - I got a recorded message, left my information and waited. No call back.
I called VJ on Jan 26 and told him of the situation & he forwarded me to the production manager - I got the recording! I called VJ back who then promised to call me back after speaking to John Decker, the production manager. John Decker called to tell me that there was a problem with Central Transport and several transmissions were being delivered to the wrong customers. He said he would ship another transmission out to me the next day. With that, I suspected that they never shipped my original unit when they said, so I asked John Decker to FAX me a copy of the bill of lading along with the PRO number so I could track the shipment from my end. It wasn't sent.
I called Again on Thursday, Jan. 27 and asked for the production manager - I GOT THE RECORDING! So I called back & apoke to VJ, who said he would get with John Decker and call me. John Decker called back about 2 hours later to say he was trying to track the shipment - I demanded that he FAX me a copy of the shipping documents. He agreed and I had the document a few minutes later.
GUESS WHAT - There is no date on the shipper, the tracking (PRO) number is NOT is Central Transports system and they said that this shipment has not been delivered to Central yet! If Phoenix Remanufactured Transmissions has a problem or dispute with their shipper, why am I the one that has to suffer. I paid $130.00 for shipping, which should get this unit to me in 3 to 5 days by any other carrier.
I have been driving a rented a car for 2 weeks now and Phoenix Remanufactured Transmissions can't even tell me when I will get this unit! If I would have known the problems would start before I even received the unit, I would have gone elsewhere and had the unit installed already - now I continue to wait and pay!
More to come...
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