[Chrysler300] SMS headliner / bunk

["Tony Bevacqua" <tonysru2@xxxxxxxxxxx>]

 Above Subject is from SMS.  I have been waiting for my paid headliner (and
still am) since June, after telling me it would be sent in 2 weeks!  (They
must have had it in stock, right?) After a month I emailed them again and
they told me they were getting it reproduced somewhere and as soon as they
get it they would only take a day or two to make and then would send.  As
far as I know, they have yet to get it.  Tony

-----Original Message-----
From: SMS Auto Fabrics [mailto:info@xxxxxxxxxxxxxxxxxx] 
Sent: Tuesday, September 08, 2009 12:50 PM
To: Tony Bevacqua
Subject: Re: [Chrysler300] SMS headliner / bunk

Again, if the headliner has a wrinkle, just send it back and we'll fix  
it.   I'm guessing this guy installed it, then decided it had a  
wrinkle.   Normally, he should be able to see this before  
installation, call us, we pay the shipping back to us, repair it, then  
pay the shipping back to him.   All this seems pretty normal to me.

It's also possible that we made the headliner right, he did something he
shouldn't have, tried to get a new headliner from us to cover his  
mistake.   That's why we always require the "incorrect" merchandise  
back at time of replacement.   WOULDN'T YOU DO THE SAME THING IF YOU  
RAN MY BUSINESS?   At the very least, he could have sent us a picture  
to show the "mistake".   Did he do that?   If he had a legitimate  
complaint and wanted us to make a new headliner free of charge, we  
would probably honor that.   Is that what he wants?  Has he actually  
followed proper business procedures or is he just venting on the internet?
Is there something we can do for him at this point that makes sense for us
both?

Mistakes do happen, especially when you deal with 15,000 customer  
orders per year.   The real question is: HOW DID WE HANDLE THE  
MISTAKE?   In both of the instances you cited, we "stepped up" with a  
reasonable solution.

It's easy to complain to your buddies on the internet, especially once  
your own car is finished.   Steering others away from us once your   
car is finished is one way to get your car judged well at the car  
show, while others struggle.   Seems a bit self-serving, doesn't it?    
"I got mine, but I don't want you to get yours, so I'll steer you in the
wrong direction."

Doug

On Sep 8, 2009, at 11:28 AM, Tony Bevacqua wrote:

>
>
> -----Original Message-----
> From: Chrysler300@xxxxxxxxxxxxxxx
> [mailto:Chrysler300@xxxxxxxxxxxxxxx] On Behalf Of Bill Leahy
> Sent: Tuesday, September 08, 2009 11:21 AM
> Cc: Chrysler 300 Club
> Subject: [Chrysler300] SMS headliner / bunk
>
> i ordered a headliner for my 300 sport from these guys / all looked 
> good up front.
>
> but i did not inspect it thoroughly before installation / it had a 
> sewing error which made a 4 inch wrinkle across one of the seams that 
> would not stretch out.
>
> it was a ton of work getting it in and i did not want to take it out.
>
> i called SMS and they said i should have paid more attention before 
> installation.
>
> so, if you buy from them, keep your eyes wide open.
>
> billlllll leahy in kennewick washington
>
> www.carguysforever.com
>
>
>
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