UPDATED: TireRack.com Email Transcript

Gro Harlem · Post by **Gro Harlem** » July 9th, 2005, 12:01 am

This is insane...their retarded cust service rep's 1: won't listen, 2: are doing a disservice to their customers by double-checking this bs, 3: are retarded

I ordered a tire from them thursday night. Hoping it would be shipped this morning & arrive this afternoon or evening since their warehouse is in DE.

Instead I get this email this morning:

> > >From: "Bob Smith The Tire Rack" <bsmith@tirerack.com>
> > >To: <GROHARLEM@HOTMAIL.COM>
> > >Subject: Re: Website order
> > >Date: Fri, 8 Jul 2005 09:18:09 -0500
> > >
> > >Before we can ship your order we need to verify the tire will fit
> > >your vehicle. Please provide the year, make and model of your
>vehicle.
> >Your
> > >order will remain on hold until you contact us with this information.
> > >Thank you,
> > >Bob

> > >The Tire Rack
> > >1 800 428 8355 ext 646
> > >Riley <mailto:bsmith@TireRack.com> @TireRack.com
> > >
> > > <http://www.tirerack.com/index.jsp>
> > >
> > >
> > >Please note: If replying to this email, please be sure to include the
>
> > >full contents of this message in your reply. This will allow me to
> > >respond more accurately and promptly to your message.

rather annoyed, i replied with this:

>-----Original Message-----
>From: Gro Harlem [mailto:groharlem@hotmail.com]
>Sent: Friday, July 08, 2005 12:35 PM
>To: Bob Smith The Tire Rack
>Subject: RE: Website order
>
>I already entered the car as being a 2006 Aston Martin DB9, so why are
>you emailing me asking for the make/model information? I was planning on
>this tire being shipped this morning and arriving later this day. I
>don't have time to waste, ship the tire NOW........my car has a flat & I need that tire asap.
>
>
>
>Wil Fellows
>http://projectmazda.com
>Co-Admin: http://clubprotege.com

Their reply

>From: "Bob Smith The Tire Rack" <bsmith@tirerack.com>
>To: "Gro Harlem" <groharlem@hotmail.com>
>Subject: RE: Website order
>Date: Fri, 8 Jul 2005 13:35:13 -0500
>
>The tire you
>ordered will not fit a Aston Martin which is why you have been contacted
>and the order placed on hold. I don't have time to waste either, please
>provide the year make and model of the vehicle [bor as I stated before you
>may refuse to do so.
>Bob

yet again i have to reply after telling this a--hole to ship it

> >-----Original Message-----
> >From: Gro Harlem [mailto:groharlem@hotmail.com]
> >Sent: Friday, July 08, 2005 02:43 PM
> >To: Bob Smith The Tire Rack
> >Subject: Re: Website order
> >
> >Why does it matter what car it is for. I'm not an idiot and I know what
>
> >tire size I need.
> >
> >I have 3 other 711's in the exact same size already on my rims, the
> >other blew out so I want another ASAP
> >
> >
> >Wil Fellows
> >http://projectmazda.com
> >Co-Admin: http://clubprotege.com

Their reply

> >From: "Bob Smith The Tire Rack" <bsmith@tirerack.com>
> >To: "Gro Harlem" <groharlem@hotmail.com>
> >Subject: RE: Website order
> >Date: Fri, 8 Jul 2005 14:51:02 -0500
> >
> >By confirming the make model and year of the vehicle we are selling
> >tires for we ensure the customer is receiving the correct size and tire
>
> >for the application. Many of our customer ordering the wrong size in
> >error or don't realize the implications of placing the wrong tire on
> >their vehicle. This also relieves us of any safety or liability issues
>
> >that may occur.
> >If you would rather not tell us the year make and model of your vehicle
>
> >that's fine too, however by refusing this information, you now accept
> >any and all liability issues.
> >Your choice...
> >
> >Bob

My last reply

I already told you SHIP THE TIRE! It would've been here already. How do you know i don't have 16's on my pretend DB9 that I wish I owned? Not that they'd clear the 14" front brakes, but why try to argue with me about it?

It seems the service tirerack thinks its doing by contacting customers about tire-size discrepencies is more of a nuisance. The fact you held up my order from being shipped, screwed me royally. Now I have to wait until monday to get this tire, and I won't have a car to drive this weekend. Pretty crappy service if you ask me.

I've bought at least 3 sets of tires from you guys in the past, why lose a customer over such stupid bulls---? Maybe I'll start shopping tires.com or vulcan from now on because this is too much for me.

Wil Fellows
http://projectmazda.com
Co-Admin: http://clubprotege.com

UPDATED REPLIES (Monday July 12th, 2005

Wow this is amazing. I woke up this afternoon (like most of us during the summer) and saw the following email from TireRack's CSR:

>From: "Bob SmithThe Tire Rack" <bsmith@tirerack.com>
>To: "Gro Harlem" <groharlem@hotmail.com>
>Subject: RE: Website order
>Date: Mon, 11 Jul 2005 10:36:18 -0500
>
>Mr. Fellows,
>I'm not quite sure how to respond to you. Our policy for shipping tires
>is quite simple. We always verify the tire we are selling will both fit
>the vehicle listed on the order, plus have enough load capacity to
>safely support the weight of the car. In your case neither applied.
>When given the option to refuse telling us the make, model and year of
>the car, you decided to insist you have an Aston Martin. As I explained
>in previous e-mails, liability and safety issues prevent us from selling
>a tire that we know is incorrect for the vehicle. In this case, the
>cause of the delay is your refusal to comply with our policies. You
>leave us no choice but to cancel the order.
>Bob

---------------------------------------
The other email I received:

>From: CustSvc@TIRERACK.COM
>To: GROHARLEM@HOTMAIL.COM
>Subject: Order Cancel Notification
>Date: Mon, 11 Jul 2005 10:42:35 -0500
>
>
>To: GROHARLEM@HOTMAIL.COM
>From: custsvc@tirerack.com
>Subject: Order Cancel Notification
>
>07/10/05 10:42:35
>
>Customer: FELLOWS, WILLIAM
>Customer #: 1019429-000
>Order #: 1022967
>
>The above order has been cancelled. If you feel that this has been done in
>error, please contact us at 1-888-981-3953 or eccs@tirerack.com.
>
>Please refer to your customer number and order number in future
>communications with us regarding this order.
>
>We hope to be of service in the future.
>
>Thank you,
>
>
>The Tire Rack Team
>http://www.tirerack.com/

My last reply

Wow, this is simply amazing. You refuse my order? You already warned me that if I don't wish to supply my make/model/year I am waiving all liability etc.

I WAIVE THESE RIGHTS by telling you to ship the tire! Is that hard to understand? I didn't see anything in your previous emails telling me that you would cancel my order if I didn't supply the mmy. This is the exact quote I read:

If you would rather not tell us the year make and model of your
> > >vehicle
> >
> > >that's fine too, however by refusing this information, you now accept
>
> > >any and all liability issues.

I already refused the info b/c I thought it was just silly at this point (and the shipping time already messed up), thus I WAIVE them. Why did you cancel my order?

As a customer service representative, you shouldn't get all emotionally involved with your customers no matter how unreasonable they are. Was I unreasonable? I don't believe I was, for the following reasons:

1: The first email basically told me "you didn't enter a mmy, please enter one. When in fact I had. This was somewhat insulting to me.

2: The email basically threatened to hold my order. Since I was hoping it would be shipped when you guys opened at 8am the following day (friday), I was somewhat upset that you had held the order for, what I thought, was a silly reason.

But still, I'm sure you thought I was unreasonable, difficult, what have you....maybe I was, maybe I wasn't I didn't see it that way. One thing I don't understand is why corporations like Tire Rack assume their customers are STUPID and don't know what they are doing when they use your website. I chose my tire by size, not by make. Your checkout had a thing to enter the car mmy, I tried going past it without entering anything, but it wouldn't let me. Since "Aston Martin" was one of the first listed in your drop-down box I just clicked it and continued with the order.

Never would I have thought it would turn into a problem for myself, but apparnetly it did..

My question is why does Tire Rack.com need a CSR to email people to tell them they are incorrect? Why can't you program this into your checkout software. You obviously know what tires fit and what don't, so if a customer is checking out with a incorrect size, why not have a notification page that tells them "do you wish to continue, the following sizes fit your car: x y and z. By continuing you waive all liability blah blah blah etc."

Makes a lot of sense to me, and it wouldn't be hard to implement. It'd cut the costs of having to pay CSR's to tell their customers they are wrong when the customer is always right.

I don't think I am being unreasonable do you? Why don't you click my website and see what cars I drive if you want an idea on what this is going on. I swap the AFTERMARKET WHEELS to all 3 of my cars anyways.

If you don't plan to reply to this, and take care if this yourself, I will take it to a higher level.

I hope you take your time to read this and address it.

Yours truly,

Wil Fellows
http://projectmazda.com
Admin: http://clubprotege.com
--------------------------------------------------------------------------

End of email transcripts

Was I being an a--hole? probably. Was I being unreasonable? I still don't think I was. For the reasons listed above in my last email.

Any CSR (and i'm sure there are some here) would be able to easily deal with my a-- in a proper way. I told the guy to ship the tire! meaning I waive all liability that he told me of before. He cancelled my order out of spite/anger or whatever. That is uncalled for. Will I take this to a higher level? i don't know...depends on his response lol.

I still think its all comedic and entertaining. I'm not always an a--hole but whatever...this kind of crap DOES get to me, and I have about 60% of people agreeing with me (i didn't think anyone would).

atlantamx3 · Post by **atlantamx3** » July 9th, 2005, 12:06 am

Damn.

I see their point.. but I see your point more. They are just trying to be customer service friendly for the not-so car saavy average person.

They dont take into account people like us who actually know what we are talking about, and they should just ship the damn tire.

mitmaks · Post by **mitmaks** » July 9th, 2005, 12:12 am

no hard feelings but you kinda were an a-- to them Id say, instead of just saying, I know what tire I need ship it to me, youre giving them all the bs, and theyre right cause if some idiot orders tire and it wont fit then he'll want refund, shipping refund etc. you see...

Tunes67 · Post by **Tunes67** » July 9th, 2005, 12:15 am

Thats retarded.. they have no need whatsoever to ask what car the tire is for. If you go into any local tire store and ask for a set of tires and specifically know the size and brand of tire you want.. they will smile, take your money and give you the tires. They arent going to blow a sale on tires by asking what car they are for.

Before we can ship your order we need to verify the tire will fit
your vehicle. Please provide the year, make and model of your vehicle.
Your order will remain on hold until you contact us with this information.

This sounds to me more like someone that is too freaking lazy to want to bother shipping the tire rather than someone that is following a store policy. Just my opinion.. but thats a stupid way to run a business.

Tunes67

Gro Harlem · Post by **Gro Harlem** » July 9th, 2005, 12:26 am

Yep, anyone who says i'm an a--...YOUR RIGHT! I always turn into a gigantic a--hole when my plan is fux0rd by corporate policy and/or general BS.

The plan was, I order a tire really quick before I goto bed..it arrives tommorrow so I can get it mounted this weekend sometime.

Since they had already fux0rd the shipping times by emailing me & not shiping it, I decided to become an a-- and refuse to give up the proper information. I figured..why give a crap anymore, i'm not getting it today & if they for some reason refuse my business b/c i'm an a--, i could always order it from any other tire etailer.

The fact they even emailed me to me....translates to something like this: "excuse me stupid lemming customer who doesn't know what the hell they are doing........please AGAIN tell use the make/model/year of your car, even though you already entered it, so we can make sure you don't get pissed at us later and return the tire at our expense. Thank you"

Thats exactly how it translates to me. This policy is stupid. It doesn't help anyoen but them. Only reason they have it is to cut down on returns by idiot customers who order the wrong size, which costs THEM money.

And...if your wondering, the reason i entered aston martin was b/c it was the first choice in their drop-down list since it starts with A and the DB9 is pretty much the only 2006 model. I was lazy, in a rush and tired, i literally ordered right before I collapsed on my bed.

I hvae ordered tire-rack before and their shipping times are less than 24 hours from their DE warehouse. If this tire had shipped at 8am when they opened it WOULD BE IN MY HANDS NOW. but not now....oh well. I'll have to wait I guess.

Still ghey either way....VULCAN ROCKS!

Spinkx79 · Post by **Spinkx79** » July 9th, 2005, 12:35 am

I think they had a right to ask you once, then when you repllied to them instructing them to send it anyways, they should have. They would have had an email showing their attempt to ensure it was for the correct application, for when and if you were to try and send it back.

Tha fact that is went on for 4 or 5 email is ridicilous and shoud be sent a little further up their food chain.

mitmaks · Post by **mitmaks** » July 9th, 2005, 1:00 am

i just buy locally, or ebay.

hgallegos915 · Post by **hgallegos915** » July 9th, 2005, 1:08 am

they contacted me once when I first bought my first strut. They wanted to verify that it was for a mazda mx3..they didnt ask abs or non abe. I used non abs on abs car which worked.. the second time i ordered they didnt contacted me and shipped fast. I think they are just required to contact you to confirm it. I would have just replied... "please send the tire..i know it will fit. " and thats it. Its just a courtesy email..

V8KOMX3 · Post by **V8KOMX3** » July 9th, 2005, 3:03 am

Honestly I think they were out of line. It asks for what car when you order the tire if a person orderes the wrong tire after they went through all the work to order it that is there fault. If they would have done that to me after I told them to ship out the tire I would have told the to cancel the order, just because they wanted to argue with me. That was very poor customer service and they have no liability once the tire is sent to the customer

Grants · Post by **Grants** » July 9th, 2005, 4:06 am

The only thing they should have confirmed is the tyre "size". There are so many combinations of rims / tyres possible for any model / year / make that their question is really quite idiotic. Their question must intend to mean "whats your car and we'll tell you if it is the right size to fit the STOCK rims".

Its a misguided attempt at customer service. It's done by the "pen pushers" who think it marvellous to make such important customer relations procedures mandatory. Its also the type of stupid behaviour that drives customers away.

I'm with you Gro

Still ghey either way....VULCAN ROCKS!

whoever they are...

Nd4SpdSe · Post by **Nd4SpdSe** » July 9th, 2005, 9:37 am

One reason why I refrain from buying online.

PATDIESEL · Post by **PATDIESEL** » July 9th, 2005, 10:22 am

I have to say that in this instance I agree with Tire Rack in that they needed to get correct info before they shipped the tire at any cost. And that you should have supplied them the correct info the first time to negate the confusion. I bet you would have gotten your tire. If you think about it from their perspective. 1. If they ship the wrong size and you do own a DB9, you somehow intall it and kill yourself cause the tire is not anywhere near manu. spec, they could get sued. The suit itself, not the actual loss, would be killer compared to the profit of the tire. If you have enough money to buy a DB9 then you are important enough to have a huge law suit. 2. They find out that you don't own a DB9, and then wonder why you would put that as your car, they suspect something fishy and need to find out why you lied about what car you have to make sure again, that they aren't going to get sued. 3. Then you pounce the guy for asking and they decide that the loss of a few tire sales isn't worth a suit. The profit they'd get from a lifetime of sales wouldn't make up for the lawyer costs and possible judgement of one case. Not to mention the increased insurance costs.
However, I agree with them strickly from their liability point of view. The pencil pushers have the right idea by double checking, but the execution by the CS rep was disasteruos. What they need to do to is to find a way around the liability issue in their online ordering system. 1. When placing an order and their computer shows that the tire size doesn't match the tire ordered they need to have a seperate form that you have to fill out that explains why you are ordering a different size or lets you go back and correct the tire size. That would release them of liability and they could even put a disclaimer at the bottom of the "are you sure you need that tire size" form.
On side note, that CS person was a d---... I'd talk to his manager just to make sure he got an a-- chewing that mattered (since your agrivating him for asking you over and over din't really mean anything)

Gro Harlem · Post by **Gro Harlem** » July 9th, 2005, 3:31 pm

Lol....well its entertaining isn't it? this forum section is half-dead...figured i'd post something to get some posts flowing.

Either way, the real reason I got immediately pissed off is the first email. It basically:

1: Threatened to "hold my order" til I got my info straight

2: Basically claimed I never enetered a car when I did

3: Made me realize the tire wouldn't be arriving today b/c of their BS "service" to ensure its the right size I need (because after all, the customers are the idiots right?)

Sure, in theory if I entered 1993 Mazda MX-3 maybe i'd get my tire, maybe not. I bought a 215/50R16. Stock size is 205/55R15. I still think that MAYBE I would've got this email if I entered MX-3 instead but who knows.

Why should the customer be the one to "avoid problems". THEY could with ease program their checkout software to include something like this:

-Customer adds tire-by-size to cart
-customer clicks check out button
-gets shipping quote, and final price
-before they entere their information, the software asked them to enter their car make/model/year info
-if the tire-size doesn't match the OE tire size, tirerack.com's software notifies the customer of this and asks "do you still want to continue, by doing this you waive your liability blah blah blah"
-Customer laughs at the retarded message and clicks continue
-The CSR, instead of sitting on their fat lazy azz, prints the labels and wraps up the tire, and ships it.
-Everyone is dandy and happy.

Makes a lot more sense right? how hard would it be to cross-match tiresizes in their database for every make and model. They obviously already have that database in place if they have CSR's emailing people telling them they are wrong.....so it would save a lot of labor hours if they just programmed that crap into their computer software

Talon_66 · Post by **Talon_66** » July 9th, 2005, 3:57 pm

gro/will u rock I woulda pulled the same s---. I hate ignorant people

FMSSMX3 · Post by **FMSSMX3** » July 11th, 2005, 2:58 am

Gro I stumbled into this post while I was looking for coments on struts bc tirerack has great pricing on suspension stuff so I wanted to see what your problems were.

I have to say that I think tirerack was in the right. If you want to order a tire strictly by size you can:
from the top drop down menu on tirerack.com select products then tires
then it gives you the choice to shop by tire size or car make
if you choose tire size you will be able to search for tires base on size and then the next page will ask you all weater, summer, brand, etc.
do the search and add your tires to the cart
when you go to check out it asks if you want to select a vehicle in a pop up box, if you don't there is a place to check and click ok and proceed to complete your order without giving them a make/model.

If you had done that you would have your tire. This is almost the exact process you outline. If you had told them you had an mx-3 you would have your tire. Yes it is not a stock size, but they know it will fit on your car based on stock or plus sized rims. By telling them you are putting them on an aston martin when you ordered and then again when they emailed you it set off their alarms. I don't blame them for trying to protect themselves from unnecessary rerturns one bit. From personal experienc it is one of the most painful parts of the retail business, and costs companies a lot of money. Tireracks policy seems simple: if you do tell us what kind of car you have, it has to be reasoable that the tire will fit on the car. If you don't tell us the make/model then it is not our responsibility.

I hope after you cool off you're opinion changes.