I want to share a customer service experience I am currently dealing with in the hopes that Green Farm Parts can use this as a Customer Service learning opportunity. Assuming a perfect score of 5 out of 5, Green Farm Parts would currently be at a 2 out of 5 and I still don't have a part I ordered three weeks ago.
A. (Stars -1) I ordered replacement air cleaner parts three weeks ago (10/26). I paid for shipping even though I qualified for the free shipping. The parts arrived in six days, but they shorted me a locknut.
B. (Stars +1) I went online the same day I received the order (11/1) and chatted with Troy. Troy said it would be sent out asap.
C. (Stars -1) After a week without any type of update (or part) I replied to the original "Your Order has Arrived" email (11/9) asking for the status (sent to: [email protected]).
D. (Stars -1) They didn't reply to the email. I went online again 11/14 (two weeks after the shortage was reported) just after 9 am but no one was available to live chat. The automated chat said I should get a response in a few hours.
E. (Stars -1 / +1) On the 15th (30 hours from the time I left the message on chat) I received an email from the chat system (a no-reply mailbox from freshchat.com) stating Jason sent the shorted part over night.
F. (Stars -1) I received the missing part this morning and it's not the right locknut (it's grossly oversized). The part number was not written on the bag so I don't know what part they sent. It was a waste of money to overnight the wrong part.
G. Now I still don't have the locknut for the bracket. I could very easily find a nut that will work, but it doesn't fix the part shortage. I depend on my online orders to be filled correctly. I have parts for the mower deck that I'll be looking to replace in the spring, but I am uncertain where I'll purchase them. My dealer is an hour away so I would prefer to have the parts delivered.
I have attached an image. The left nut is the correct size. The right nut is what GreenFarmParts sent to fix their part shortage.