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RockAuto - really? (poorly resealed gasket box)
Topic Started: Feb 14 2013, 11:45 PM (733 Views)
JellyBeanDriver


I'm working on the ranch truck and one of the things I needed as a new oil cooler gasket/o-ring.
Also needed an exhaust manifold gasket and radiator cap so I placed on order from Rock Auto and it arrived today.

Open the box and the oil cooler gasket box is in poor shape. Bottom torn but taped and hot glued together. The top looked good but a closer inspection showed that it has been resealed with hot melt.

I opened the box and found it is missing one of the large o-rings - there should be TWO of the large orange o-rings.

WTH? How can they let something like this out the door?
The worst part is that I cannot tell what is supposed to be in the box as the listed contents has been torn and the printed list is not complete.

On the back of the Felpro box it says "Not returnable if opened" but apparently for Rock Auto and their distribution houses it is fine to resell if opened.

With my prior experience with them, I fully expect them to deny this is their fault and I'll end up eating the cost.

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Missing the 2nd large orange o-ring
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Edited by JellyBeanDriver, Feb 14 2013, 11:48 PM.
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Deleted User
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Rock Auto Customer Service is the best. Call them on the phone. They'll fix it.

More than once, I've been able to "dispose" of the defective parts and get them replaced at no charge.

Sucks not being able to get the job done when planned.

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Memphis metro


That thing has probably been on the shelf for years. Probably not much demand for it and it rotted away. I do not blame them for selling parts that have been opened. People purchase parts and then find what they purchased is not what they needed, they return it. Makes no sense to just trash it after that just because a box was opened. They should however take every caution to make sure that all parts are good and not been used and put back in the package and maybe some kind of note stating it had been opened and resealed and sold at a lower cost and the original owner should have to pay a restocking fee to make up the differance for a return opened product. This is another disavantage of buying parts mail order or internet. I prefer to buy my parts local. I can see them before I pay for them or leave with them.
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Coche Blanco
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What is it you that had the coil pack problem from Rock Auto last time?
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JellyBeanDriver


Coche Blanco
Feb 14 2013, 11:51 PM
What is it you that had the coil pack problem from Rock Auto last time?
No, bought 'Centric' brand rotors from them from a closeout deal. Ended up receiving some cheap knockoff, poorly made rotors.
Went round and round with them about it. They insisted they were fine as the pn on the box was correct - that they were just 'white label' Centric rotors. There were MANY pn's on the box, matching a few different manufacturers rotors besides Centric.

Sent pictures to Centric to see if they did in fact make these and the president of centric themselves replied that they were NOT his product.
He got involved, called RockAuto and only after that did they agree to refund my $$ in full.

Ended up buying the rotors from TireRack.
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HelterSkelter
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#1 Pizza Driver

really? in my experience they would send you another one for free and let you keep the old one. that's what they did with one of my parts.

i have also ordered two right calipers before and they paid to have one of them shipped back, swapped it out for the left one, and sent if back out. i paid nothing even though it was my fault and i told them so on the phone.

i've never had any problems with them and i have my refrigerator half covered in their magnets, should give you an idea of how many orders i have placed.
Edited by HelterSkelter, Feb 15 2013, 02:17 AM.
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JellyBeanDriver


Will give them a call tomorrow.
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HelterSkelter
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#1 Pizza Driver

hope everything goes well.

just remember to be calm and polite, even though this is the company's fault, it's not the person on the other end of the phone's fault in particular, they are just there to help you.

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piece-it pete
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[ *  *  * ]
I've bought a lot from Rock too, and they can be great, or irritating, seems to be partly the luck of the draw. Overall I'm satisfied and their prices are often unbeatable.

Agreed on calm and polite too but don't take no for an answer, keep asking for the super if neccessary :)

Pete
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sphenicie


Just a note, most parts are dropshipped from the suppliers, i dought RA would let that out the door. i got 6 packages from RA yesterday, for complete rear brakes; drums, shoes, springs, cylinders, bearings, and lugs, 6 'parts', from 6 locations. i also got 20 thermostat seals, great close out price, ordered 20 to justify shipping.
i would give customer service a chance.
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JellyBeanDriver


Apologies for thinking it was going to be a fight with RockAuto to correct the gasket problem.
Their customer service was cheerful, no questions asked, shipped a replacement today, did not ask for the old one back.

Thank you RockAuto.
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