8/30/05
I Was searching Ebay for a reasonable deal on a quality rebuilt automatic transmission for my 1994 Dodge cummins diesel. I came across the many listings from Phoenix rebuilt transmissions aka Phoenix hard parts, Silverado Industries etc.
It was a very polished, glitsy listing withs tons of verbage that led me to believe their rebuilt trans would be every bit as good as the original, if not better. An impressive warranty program etc. Since this trans is a notorious failure, I hoped their level of business volume would come with the expertise and customer service you would expect when you spend a couple thousand dollars with someone. Without a local trans shop of good reputation, I decided this was the way to go.
I bit! In the Ebay listing there was a pop-up floating around with their phone number to answer any questions. Wanting to be sure I would order the correct trans, I called the number. First mistake! While talking to Jon, he politely took my order, saying I'd get the Ebay deal. This was not a purchase through Ebay and I have no recourse through them nor can I leave the negative feedback I feel they deserve.
$1150.00 for the trans with "free" billet torque converter, $500.00 for the core charge, $375.00 for shipping both ways. $95.00 for a trans cooler that I was told I must use to bypass stock unit or there would be no warranty. I could've drove 45 miles one way to schucks and bought a similar cooler for around $50.00, but I thought that buying with the trans would eliminate any question of whether the warranty would be valid or not. $2115.00 total price.
When the trans arrived about a week and a half later, I saw that the bell housing was smaller and shaped different. I had scheduled vacation time off from work to do the install when trans arrived. Mistake two, I placed too much trust in their professionalism.
After checking the invoice to make sure I had ordered the correct trans (I did), I called PRT to get it straightened out, after being on hold about 45 minutes I finally talked to Jon who agreed that PRT had screwed up and sent the wrong trans.
The cooler and torque converter were right, so Jon said to only return the trans and as soon as he had a tracking number to verify the wrong trans was on it's way back to phoenix, he'd be sure to prep and ship me the correct trans. That sounded reasonable to me. I was still a bit miffed that I had missed a few work days for no good reason on their behalf. I kept my cool.
Over the course of the next couple of weeks, I called and talked to Jon several times asking for updates of my situation. I was either met with Jon's not here, Jon will call you back (doesn't happen) or excuses of the returned trans. Not showing up yet. Jon even said to me that he wasn't having any luck locating the trans and maybe I should try for myself! So Jon wants me to do his work for him? That semmed out of line since they had $2000.00 of my money and I didn't have much to show for it.
This was also about the time I started seeing all the negative postings about them all over the web. Well, I did try for myself to find the trans and on the very first phone call to the interline carrier, I found the tracking number, looked it up on the web and found it should be at PRT that day or the next! One call! It was then I was beginning to wonder what kind of retards I was dealing with.
I called 9/20/05 3:20P.M. I called and talked to Nikki at PRT who sais "maybe tomorrow it (the correct trans) would be on it's way, I asked by what means it would be shipped and if we could get it expedited. She said she couldn't make that decision. I then asked to speak with the General manager who she said was Matt Nicholas.
I explained my situation with Matt, who offered no apology and said that Jon could not make the decision to send me the correct trans while the wrong trans was in transit because that's not how they handle it. My confidence in PRT and their communication skils, customer service and leadership takes another downturn toward oblivion. He (Matt) did say that it might be possible to send it faster.
Over the next couple of days I called to find out if the correct trans had shipped. I left voicemails and call back request for Matt and Jon. No one called.
9/22 I called to talk to Matt he was busy and would call back. He didn't and since it was about 3:45pm on a friday I decided not to wait but to call again.
Matt's line was busy, I told the receptionist I'd hold which I did. Promptly ay 4pm my call was dropped and I was given the recorded after hours message you get when they close shop and go home. What kind of General Manager simply hangs up his phone and leaves those waiting on hold? Don't get me wrong, I am all for hiring the developmentally disabled, but for PRT, it has sure screwed up customer service.
9/27/05 Was finally told after calling PRT again that the correct trans was on it's way.
10/04/05 It's here, It seems to be the right one this time. I'm excited to think I'm almost done dealing with these clowns. ALMOST done.in the paperwork that came with the trans, there should have been a Bill of Lading so that my core trans would be returned, pre-paid in order to get my $500.00 core charge returned to me. It was not there!
After that weekend, 10/07/05 I called and talked to Nikki asking for a Bill of lading. She said she'd mail it right out.
10/14/05 Still no Bill of lading, I called PRT early in the day to speak with Jon, Matt or Nikki. Nikki was not there. Jon and Matt were on the phones but I was told they'd call me back. They did not and around 3:30P.M. I called back and was told they had both left for the weekend. I think there was smoke coming from my ears, I left an angry voicemail.
10/16/05 Matt called, apologized and quickly handed me off to Nikki whodidn't know what I was talking about. She then got my address again and said it was "in the mail".
Since I had installed the trans and it seemed to operate within specs and parameters. I went ahead and filled out the warranty slip to send to PRT. Knowing fully of the competency level of whom I was dealing with, I decided it would probably save me time down the road if I sent it certified mail so that I'd know they received it. They refused it, probably thinking it was another summons or such.
10/24/05 I recieved the bill of lading and shipped the core back the next day.
I'm doubtful I'll see my core charge returned to me and I will post when it does. I'll re-send the warranty registration, clearly labeled as such on the outside, but from what I've read it's not that great. I expected customer service but got only the run around and blatant incompetence. As a small business man I take pride in my customer service and know that that is what gets the important return business.
Sometimes, especially if you're at fault, you should take the extra step to gain back the customers respect even it costs you a little. A free extended warranty, a discount, a courteous and timely call back would have gone a long ways. But instead they are content to watching these kinds of post be read by thousands of potential customers. I don't get it...
Michael
Port Townsend, Washington
U.S.A.
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