Check your return policies before ordering!

[ejewels]

Just return it. You probably won't get close to what you are looking too get. Sucks, but it happens.

Yeah just did actually. If I waited I prob could have gotten a little more since its brand new unopened... but yeah... F it. I took the hit.

Sponsored

 

[AcesandEights]

You're being charged for your decision and their time. You decided you no longer wanted it, they now have to provide labor to process the return. If they pay labor at say $25/hour, it actually costs them twice that with overhead and true employee costs.

How long did you have the employee on the phone or email? How long did it take for them to generate the RMA? How long will it take to receive, inventory and return to the shelf? How long will it take to process the refund? How long will it take to reconcile the bank statement next month, after the return/refund has been processed?

They have a couple of hours in labor for the return of your (relatively) inexpensive item. It costs them $100 to process the return of your $400 purchase. They didn't make that decision, you did. So, you pay for their labor to process your return. Easy-peasy. There are some companies that "eat" this stuff, but they have a lower profit margin or higher price. A return isn't free.

 

[ParadigmDawg]

That does stink. A little off subject but my Wife purchased the PakRax mount, RotoPax mount, traction boards and gas can from RotoPax. When everything arrived, she asked me to install it so I went out and was installing it as I was scratching my head on how traction boards would install on the Jeep. Once mounted, the traction boards blocked the rear doors and hung of the backend by a foot. We both agreed that it wouldn't work and she felt bad for no consulting with me before purchasing everything. We read the return policy and it was going to cost a 10 or 15% restocking fee plus shipping. She decided to just try to sale the traction boards on Market Place and take the loss.

I emailed RotoPax and received a phone call from them a few hours later. They explained that PakRax was not part of RotoPax but they did work closely on package deals with them. He said he fully understood the issue and that he would gladly accept them back without a restocking fee or shipping fee even though they were not there traction boards. Once he received them, he worked it out with the other company vs me having to do the leg work. He communicated with me each step of the way and he was likely the best Rep I have ever dealt with. That is how you earn customers, it was really impressive.

 

[ParadigmDawg]

You're being charged for your decision and their time. You decided you no longer wanted it, they now have to provide labor to process the return. If they pay labor at say $25/hour, it actually costs them twice that with overhead and true employee costs.

How long did you have the employee on the phone or email? How long did it take for them to generate the RMA? How long will it take to receive, inventory and return to the shelf? How long will it take to process the refund? How long will it take to reconcile the bank statement next month, after the return/refund has been processed?

They have a couple of hours in labor for the return of your (relatively) inexpensive item. It costs them $100 to process the return of your $400 purchase. They didn't make that decision, you did. So, you pay for their labor to process your return. Easy-peasy. There are some companies that "eat" this stuff, but they have a lower profit margin or higher price. A return isn't free.

They lost at least two customers to save 100 bucks. Being in Sales my whole life, it just doesn't make sense. I will easily sum it up to 'cost of sales' and take a small hit to gain a bigger % of the business moving forward. Do you think the OP will ever use AEV again? Do you think others that read this thread may reconsider using them?

 

[AcesandEights]

They lost at least two customers to save 100 bucks. Being in Sales my whole life, it just doesn't make sense. I will easily sum it up to 'cost of sales' and take a small hit to gain a bigger % of the business moving forward. Do you think the OP will ever use AEV again? Do you think others that read this thread may reconsider using them?

Whether the OP will use them, maybe not, but that's part of the financial decision-making AEV is going through. They've done the math.

Yes, I think others will use them after reading this. Most people have short-term memories relative to these things and the lowest cost at the time of purchase rules much of their decision-making.

You didn't ask me, but I'll tell you, I buy from companies that cost more, much more than most people I know. I figure the cost of the items I buy, although more expensive, tell the manufacturer/retailer what I want, which is an overall positive buying experience, and that includes after purchase support, good return policies and experiences, etc. I pay more purposefully. I want to promote those retailers business practices. Most people aren't willing to pay more to do that.

So, your point is maybe lost on me. It's like asking if people think the color red is more red than blue. Of course the OP will reconsider using AEV. He/she got stung. Of course most people will not consider this post when purchasing a spacer lift. Cost is king for most people.

 

[ejewels]

You're being charged for your decision and their time. You decided you no longer wanted it, they now have to provide labor to process the return. If they pay labor at say $25/hour, it actually costs them twice that with overhead and true employee costs.

How long did you have the employee on the phone or email? How long did it take for them to generate the RMA? How long will it take to receive, inventory and return to the shelf? How long will it take to process the refund? How long will it take to reconcile the bank statement next month, after the return/refund has been processed?

They have a couple of hours in labor for the return of your (relatively) inexpensive item. It costs them $100 to process the return of your $400 purchase. They didn't make that decision, you did. So, you pay for their labor to process your return. Easy-peasy. There are some companies that "eat" this stuff, but they have a lower profit margin or higher price. A return isn't free.

You really think it costs that much... $75 bucks to have some CS monkey at minimum wage type a few things into a computer with an automated return process? You think it costs them $75 to take a brand new unopened box and put it back on the shelves? Even if we didn't go back and forth on customer service and I just filed a return online.. its all automated. AEV is hardly a small mom and pop shop to demand their return policy, and my other gripe was how they treated a usually loyal AEV fan.

There's a reason the term "the customer is always right" exists. Even when they're not.

 

[ejewels]

That does stink. A little off subject but my Wife purchased the PakRax mount, RotoPax mount, traction boards and gas can from RotoPax. When everything arrived, she asked me to install it so I went out and was installing it as I was scratching my head on how traction boards would install on the Jeep. Once mounted, the traction boards blocked the rear doors and hung of the backend by a foot. We both agreed that it wouldn't work and she felt bad for no consulting with me before purchasing everything. We read the return policy and it was going to cost a 10 or 15% restocking fee plus shipping. She decided to just try to sale the traction boards on Market Place and take the loss.

I emailed RotoPax and received a phone call from them a few hours later. They explained that PakRax was not part of RotoPax but they did work closely on package deals with them. He said he fully understood the issue and that he would gladly accept them back without a restocking fee or shipping fee even though they were not there traction boards. Once he received them, he worked it out with the other company vs me having to do the leg work. He communicated with me each step of the way and he was likely the best Rep I have ever dealt with. That is how you earn customers, it was really impressive.

yep thats good customer service right there. AEV should take notes.

 

[ejewels]

Whether the OP will use them, maybe not, but that's part of the financial decision-making AEV is going through. They've done the math.

Yes, I think others will use them after reading this. Most people have short-term memories relative to these things and the lowest cost at the time of purchase rules much of their decision-making.

You didn't ask me, but I'll tell you, I buy from companies that cost more, much more than most people I know. I figure the cost of the items I buy, although more expensive, tell the manufacturer/retailer what I want, which is an overall positive buying experience, and that includes after purchase support, good return policies and experiences, etc. I pay more purposefully. I want to promote those retailers business practices. Most people aren't willing to pay more to do that.

So, your point is maybe lost on me. It's like asking if people think the color red is more red than blue. Of course the OP will reconsider using AEV. He/she got stung. Of course most people will not consider this post when purchasing a spacer lift. Cost is king for most people.

I agree if someone is completely positive they are going to keep said item. But if there is any doubt in their mind about the keeping of said purchase, they will (hopefully)remember the return policy and factor that into their decision. The issue is many people like myself are used to great return policies so I got to the point where I stopped checking the policies, expecting them to be decent.

 

[BDinTX]

I hate wasting money just like the next guy but I think their position was reasonable. You were considering their more expensive alternative but had not committed.

I've spent thousands with Northridge and when I returned a sector shaft brace, it cost me a little bit. It sucks but I shouldn't have pulled the trigger so quickly.

One of the things I ordered from them was my AEV dualsport lift. A year and a half later the frame in my jeep broke and the dealer swapped it with a new one. In the process they lost a couple of parts for the AEV geo brackets.

I called AEV to order the missing parts thinking best case they might give me a little discount.
Instead they sent them for free AND expedited the shipping. They're thumbs up in my book.

 

[Gunfighter]

Thanks for the reminder to read the return policy

 

[Zandcwhite]

The big box stores and Amazon's can afford to waste time and money shipping things back and forth on a customer's whim because of their absurd volume. This falls right in line with the people complaining about being charged a diagnostic fee when they bring their jeep in for unwarranted issues. Why do we expect others to work for free or send us items at a cost and return them at a loss? They even offered to waive the fee if you actually bought something? Seems more than fair to me.

 

[ejewels]

I hate wasting money just like the next guy but I think their position was reasonable. You were considering their more expensive alternative but had not committed.

I've spent thousands with Northridge and when I returned a sector shaft brace, it cost me a little bit. It sucks but I shouldn't have pulled the trigger so quickly.

One of the things I ordered from them was my AEV dualsport lift. A year and a half later the frame in my jeep broke and the dealer swapped it with a new one. In the process they lost a couple of parts for the AEV geo brackets.

I called AEV to order the missing parts thinking best case they might give me a little discount.
Instead they sent them for free AND expedited the shipping. They're thumbs up in my book.

Could have been the particular CS guy I dealt with as well.

 

[ejewels]

The big box stores and Amazon's can afford to waste time and money shipping things back and forth on a customer's whim because of their absurd volume. This falls right in line with the people complaining about being charged a diagnostic fee when they bring their jeep in for unwarranted issues. Why do we expect others to work for free or send us items at a cost and return them at a loss? They even offered to waive the fee if you actually bought something? Seems more than fair to me.

If you've been paying attention, nobody expects anyone to work for free. Its the high restock fee / shipping fees for a semi-large, popular company... along with crappy CS that I was bitching about. If they want to stay competitive, they'd be wise to be more lenient with it. Like charge a 5% fee or similar. Especially considering Quadratec and larger places don't even have restock fees. I'm over it now anyways, Lesson learned.

 

[AcesandEights]

You really think it costs that much... $75 bucks to have some CS monkey at minimum wage type a few things into a computer with an automated return process? You think it costs them $75 to take a brand new unopened box and put it back on the shelves? Even if we didn't go back and forth on customer service and I just filed a return online.. its all automated. AEV is hardly a small mom and pop shop to demand their return policy, and my other gripe was how they treated a usually loyal AEV fan.

There's a reason the term "the customer is always right" exists. Even when they're not.

Yeah, as someone that used to be a CS "monkey" making minimum wage, and now hires customer service "people", I think it cost AEV $75 to process your return.

 

[ejewels]

Yeah, as someone that used to be a CS "monkey" making minimum wage, and now hires customer service "people", I think it cost AEV $75 to process your return.

I was one as well so if that came off wrong I didn’t mean it that way. We can speculate all we want but either way, lesson learned. Check those return policies people!

Sponsored