Coker Tire Responds to IML Complaints

[RandalPark@xxxxxxx]

Thank you Kenyon.

I appreciate this effort to give the vendor an opportunity to correct the 
issues brought up here. I think when given half of a chance, most vendors would 
want this opportunity.

Every vendor is going to experience complaints and product issues. How they 
handle them (i.e. customer service) is the key difference between a reputable 
business and one that isn't.

Paul

 In a message dated 4/10/2004 1:21:32 PM Eastern Daylight Time, 
imperialist1960@xxxxxxxxx writes:

> I felt that the recent discussion on the IML left the subject of debate 
>(Coker & Co.) out of the loop and unable to defend themselves, which isn't all 
>that fair in my book.  I contacted Coker and made them aware that they are 
>getting negative publicity here and invited a response to the report that 
>their sales dept. did not recognize that Imperials take different sizes than 
>Chryslers even after the buyer insisted, and that warranty claims are not 
>being acted on strongly enough.
>  
> As I said earlier, I've had a good relationship with Coker, and as the owner 
>of an obsolete car, feel that the onus is partially mine to know what it 
>needs, as others just aren't as focused as I am on it.  My Coker BF Goodrich 
>Silvertowns (15") are super tires.
>  
> Below is the Coker representative's response, and I read it to mean that he's 
>willing to be personally accountable as a point of contact regarding getting 
>outstanding issues resolved.
>  
> If you have had issues with Coker, this might be your ticket to a fix.  After 
>all is said and done, if Coker resolves your issues and makes a good-faith 
>effort, I think that a favorable mention about it to the IML is the least that 
>one could do if they are behaving as a reputable vendor should.
>  
> Please feel free to contact Patrick directly.  I declined his request to have 
>him here as a guest, as vendors and complaints about them are not the focus of 
>our mailing list, and I'd like to avoid using this forum as a ventilation and 
>debate forum for business that is between individual members and Coker Tire.  
>I do think that we owe them a fair shake, though, as they're one of the few 
>vendors supporting new/remanufactured parts for our cars.   
>  
> -Kenyon
>  
> Please read on:
> 
>  
> 
> Patrick Moates <patrickm@xxxxxxxxx> wrote:
> Sure thing Kenyon, and thank you for giving me the opportunity to stand up 
>for us. To first address the sales error. We do not have very many brand 
>specific sales people. Being a Mopar man myself, I would have figured to look 
>up the Imperial and not use the Chrysler name (we have them listed seperately 
>in our computer), but in the salespersons defense all the Chryslers we have 
>listed in 1960 do use a 14" wheel. However, the Imperials as all Imperial 
>owners know use a 15" wheel so that is our mistake and we do apologize. To 
>address our warranty issues - we stand behind our products 100 percent. We 
>replace any tire that a customer has a problem with based on an inspection 
>basis. We are at a disadvantage when it comes to warranty issues because we 
>are a mail order company. However, we back our products and do not leave any 
>customer hung out to dry. If any customer ever has a problem with one of our 
>customer service representatives, they are always welcome to contact me 
>directly at patrickm@xxxxxxxxx, or 1-800-251-6336 ext 254. If you wish to 
>speak to a higher power, my customer service managers name is Jess Hoodenpyle, 
>and he can be reached at jessh@xxxxxxxxx or the same toll free number ext 263. 
>Either one of us is always ready to help as we know we would not be Coker Tire 
>without the customer. Please don't hesitate to contact either one of us at any 
>time with any problems.
> 
> Could you also send me the link to this forum so that the two of us may look 
>at it? This is something I'm going to see that we address at our weekly staff 
>meeting. I have printed out your original e-mail, but I would like to see the 
>forum as well. Thanks for taking time to help us out.
> 
> Best Regards,
> 
> Patrick Moates
> eSales & Marketing
> Coker Tire Co.
> 1-800-251-6336
> 423-265-6368
> Ext. 254
> patrickm@xxxxxxxxx
> Order Online at the NEW www.coker.com!
> 
> > We don't normally allow vendors to post and try to keep things 
>non-volatile. I do want your viewpoint to be heard. Please send me a statement 
>and I'll forward it to the list with your contact information for those with 
>questions/issues so that they can try to resolve any differences.
> > 
> > It is my understanding from those that post to multiple lists that this is 
>a sentiment to be found among many across different marques if what people say 
>is to be beleived.
> > 
> > I do want to help you. 
> > 
> > -Kenyon Wills
> > 
> > Patrick Moates wrote:
> > If you will tell me where this forum is, I will be glad to go and 
>personally make a post addressing all of these issues. Thank you for bringing 
>it to my attention. We do stand behind our products so please let me know 
>which forum and I will head that way and make a post today.
> > 
> > Best Regards,
> > 
> > Patrick Moates
> > eSales & Marketing
> > Coker Tire Co.
> > 1-800-251-6336
> > 423-265-6368
> > Ext. 254
> > patrickm@xxxxxxxxx
> > Order Online at the NEW www.coker.com!
> > 
> > 
> > > 
> > > 
> > > Customers need help!
> > > 
> > > Customer info:
> > > ---------------------
> > > First Name: Kenyon 
> > > Last Name: Wills
> > > 
> > > Address:
> > > ----------------
> > > Address: 15760 Via Cordoba
> > > City: san lorenzo
> > > State: California
> > > Country: United States
> > > Zip code: 94580
> > > 
> > > Phone: 415-699-8760
> > > Fax: 
> > > E-Mail: imperialist1960@xxxxxxxxx
> > > Web site: http://
> > > 
> > > Department: Sales
> > > Subject: Webring discussion drubbs Coker?
> > > Message:
> > > I help to moderate an online email discussion group for Chrysler 
>Imperials with 600 members reading the messages. I have bought tires from you 
>many times and have always been pleased. I want to inform you that your 
>company is currently getting hung out to dry over warranty issues and service 
>issues. Seems to me that most companies would want to know what people are 
>saying about them, be it positive or negative. ..........others have had 
>cracking problems on radials that they bought where the whitewall meets the 
>blackwall and it was not addressed at all, leaving frustration and a 
>willingness to ding you. 
> You are in the process of losing all sorts of potential clients and might 
>want to take a look at processes and procedures. I have nothing but good 
>things to say about you and there are a few others saying the same, but 
>remember that statisitcally a bad word has a life of its own while good 
>service is sometimes unrewarded in social circles. 
> > > 
> > > Hope that you can polish your image better. You have 
> good products as far as I'm concerned.
> > > 
> > > 
> > > 
> > > --
> > > Thank you for Shopping with Coker Tire.
> > > 
> > > Phone: (423) 265-6368
> > > Fax: (423) 756-5607
> > > URL: www.coker.com
>  
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