Replacement parts: The right way

[dcarrb]

I have one of those old-fashioned push-reel mowers that gets (and gives) quite a workout at my place. Recently the blades began disengaging from the drive mechanism as the mower moved forward, so I phoned the manufacturer, American Lawn Mower Company, toll-free, to order some parts:

(4) ratchet pawls @ $.55 each
(2) wheel retainer snap rings @ $.55 each

Order total: $3.30.

I prepared to give the woman who took the order my credit card info and she countered that she'd simply have a bill enclosed in the package. (I joked that I expected such consideration in view of the enormous order I'd just given her employer.) The goods arrived about a week later via first class mail, with a net-30 invoice enclosed. Three dollars and thirty cents; they didn't even charge for the shipping. Now figure, with the cost of the parts, the zip-lock bag which contained them and the padded mailer they used, the postage, the time it took to fill someone to fill the order, and the administrative costs associated with cutting the invoice, American Lawn Mower Company had to have taken a net loss on this insignificant little transaction.

Talk about service after the sale! Nothing says "thank you for buying our product" like giving customers a break rather than squeezing a buck out of them at every turn. Imagine if we could buy auto parts this way.

dcb

[Mr. Pockets]

That is an excellent story. Thanks for sharing.

[ensteele]

Thanks for sharing. I now feel much worse than I did before after ordering a few parts that came to a total of $165.00 which I could hold in my hand at the same time.

[Beav]

Originally Posted by ensteele

Thanks for sharing. I now feel much worse than I did before after ordering a few parts that came to a total of $165.00 which I could hold in my hand at the same time.

Like 20 little washers for the rocker covers, that cost $45?

It seems to me that the OEMs have decided to make better cars and just charge the beejeezus outta us on replacement parts in order to spur new car sales. Do people really think parts actually cost as much as they charge? I recall a meeting with a Delco rep in the '70s (O.K., I'm giving away my age - it really isn't a secret anyway.) He was talking about the manufacturing cost of their new shock absorber line. At that time their replacement shocks cost them in the neighborhood of 37¢ each to manufacture. He estimated that it cost Koni less than 75¢ to make their shocks. Given that was a few days ago, let's just grab a number and say they now cost them $10 each.... When are people going to quit accepting a hose job as a reasonable price?

This soapbox is pretty tall, I better quit before I fall off and hurt myself.

[dcarrb]

I was most impressed by the fact that they didn't require up-front payment nor hit me with a minimum shipping and "handling" charge. Had I ordered, say, a wheel for my mower -- a chunk of cast iron that weighs about ten pounds -- rather than a few bits of common hardware, I imagine they would have shipped by some means other than U.S. Mail and charged accordingly, and they probably would have expected prepayment. Regardless, the consideration they afforded me in this instance is a model I'd sure like to see other manufacturers emulate. It's not often that I write a check and feel that the recipient is getting the short end of the deal.

dcb

I'll throw in a few pennies.


Car companies make very little money on new cars. People have no problem paying outrages prices on severly overpriced "designer" clothes, jewelry...heck, even "gourmet" water and coffee. But they'll be damned to spend a dime over dealer invoice on a new car! So, car manufacturers look elsewhere for profit. The less they make on cars, the more they have to make on parts. That's the way I see it anyway.

I said it before and I'll say it again: how did it happen that people decided just how much profit a dealership can make on a new car? Why is that everyone feels the need to be able to buy a car at barely above cost? How come that doesn't apply to other industries? How come I can't argue with Wal Mart over the cost of my watch? "29.95! That's outrageous! What's your cost on that? I'll pay you 2% over and not a penny more or I'll walk away!!"
Why can't I haggle the price of gas? What makes a Victoria Secrets bra worth $50? I have whole outfits that cost less. And why does it cost almost $10 to see a movie? Surely there are some unsold seats somewhere in that theater when the movie starts, so why not sell me one for $1? I mean they were going to be empty anyway, so why not? Why is a grande caramel macchiato $4.75 at the local Starbucks? Surely there is no more than .50 cents worth of ingrediants in there. Why won't they sell me one for .50 cents? Heck, I'll even "allow" them to make a profit...I'll give them .75 cents!


Dave

[dcarrb]

Originally Posted by Beav

Like 20 little washers for the rocker covers, that cost $45?

It seems to me that the OEMs have decided to make better cars and just charge the beejeezus outta us on replacement parts in order to spur new car sales.

Cynic that I am, I've always suspected that dealer parts and service rates are set at least in part by this rationale, and that it's a delicate balance. They don't want to chase-off parts and service customers, but they WOULD prefer that parts and service customers buy new cars. There's little doubt in my mind that my SVX became available because the previous owner got a look at the dealer's parts and service estimate and asked, "How much per month for that WRX over there?"

dcb

[mohrds]

Originally Posted by dcarrb

Cynic that I am, I've always suspected that dealer parts and service rates are set at least in part by this rationale, and that it's a delicate balance. They don't want to chase-off parts and service customers, but they WOULD prefer that parts and service customers buy new cars. There's little doubt in my mind that my SVX became available because the previous owner got a look at the dealer's parts and service estimate and asked, "How much per month for that WRX over there?"

dcb

I think its more of an attitude that most (not all and especially not Dave!) parts counters have that retail customers are a nuisance. They are, I'll be the first to admit it, but its part of the job to deal with it. I know it sucks looking up parts or trying to figure out what something is when a guy grabs it out of his pocket and its in 5 pieces.

For many years (and still today) most dealer parts counter would charge double or even triple retail to walk in people. I remember a time when I stopped in at a parts counter and they quoted me some outrageous price (like $350) for a piece of trim, then I faxed over an order from the body shop I worked at and with our 30% off of retail cost it came out to about $100. Even with my limited math skills, I know the counter guy was screwing me.

There are many places that have bad customer service reputations, phone companies, Motor vehicle registration, any large city's municipal office, etc.

Doug