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eHam Forums => Company Reviews => Topic started by: KC9TSO on June 03, 2013, 03:51:33 PM



Title: Gigaparts doesn't do what they say....
Post by: KC9TSO on June 03, 2013, 03:51:33 PM
I know I am a brand new member of this forum but I felt compelled to finally join so I could post this review of GigaParts.

I decided to order an IC-7200 from GigaParts instead of my local AES because I liked the idea of the custom paint job. So I placed an order on April 25th for a Multi-cam colored IC-7200 with color matched handles. With me being a relatively new ham and buying my first HF rig, I wanted something that was alittle different and special. I paid with my Paypal to the amount of $1,353.95 USD. This was withdrawn on April 29th by GigaParts.

Here is my confirmation of my BuySafe guarantee
Quote
  Purchase Date:    4/26/2013 12:02:16 AM GMT
Store:    Gigaparts.com
Order ID:    0059952347

This is your official buySAFE Certificate of Guarantee that is provided to you and paid for by Gigaparts.com.

After more than a week and not hearing anything I decided to call and see what was going on with the order. I understand that the custom paint would make things take longer but what would a call hurt? Whoever answered it checked in the back and said it just needed to be reassembled and tested before they could ship it out to me. They said they would email me and let me know the status. I waited a few days with no email. So I called again and this time someone said that a Multi-cam radio would take more than a month before I could get it. I asked what happened to the one the last guy talked about, this person was unsure. I explained that I hoped to have this radio in time for Field Day and waiting a month would be cutting it too close. He asked if I would be willing to take an OD green radio instead for a discount. I said I would be open to this idea. He said he couldn't find the handles but he would call me right back when he found them just to make sure it would ship out together....

SO another few days passed and no call, no email. I call back again and this time someone says they have a Multi-cam that is on the shelf and they would ship it out right away. I asked what was going on and they were unsure but they would email me the shipping confirmation as soon as we got off the phone..... Two days later with no email I decided to call again. This time I wrote down the name of who I talked to, Mike, N2NXL. He said I talked to him previously and he was had the radio but were waiting on the handles. I explained how unhappy I am with all this run around and no one knowing what the other was doing. I told him I was suppose to have the radio shipped out a few days earlier and this was unacceptable. He said he would send out the radio right away and send the handles when they found them. I wasn't holding my breath but I did get a shipping confirmation email this time and I was feeling better. Until the radio came......

On May 17th (Yes, 3 weeks after I ordered it), I opened up the box to find an OD green radio. You can imagine the roller coaster of emotions I have been riding with these guys and to have the let down of it not being multi-cam like the last person "inferred" So this time I decided to send an email instead of a call because now I want recorded of what is going on instead of my word vs someone elses. So I sent my original online receipt to Orderdesk@gigaparts.com with pictures of the radio box and radio asking why it is OD green when they said they had a multi-cam last time I called. I got this as a reply....

Quote
Hi Nate,

When last we spoke on the phone we discussed a replacement for the Multicam IC-7200 because of the extended delay on the Multicam paint job would take delivery past Field Day.

The lead time for a Multicam Radio is approximately 4 weeks.

Let me know what I can do for you.

Thanks,

Mike, N2NXL
GigaParts, Inc.

I responded with....

Quote
During my second phone call I was told of a 4 week wait on the multicam. But on my third phone call I was told that you did in fact have a multi cam there and were just looking for the handles. Do you have a direct line that I can talk to you personally about this whole order?

After no response for a couple hours I called and was able to get ahold of Mike. He expressed his apology for all the miscommunication. The Multi-cam radio they did have was a blemished paint job and they weren't gonna sell it. The other operators didn't know this (why not have it marked that it was going back) and none of them including him bothered to check the call log even though I told everyone that I have been calling about this. I asked why this wasn't made clear on my last call and that they were sending an OD green instead of multi-cam. I can't remember exactly what he said but I guess I do understand how we have come to this point. I asked about this discount that he talked about when he first brought up the OD green. He said he could take 125 bucks off the price. I asked for the full $250 off (the cost of the paint job) because of the wrong color and all the crap I had to put up with so far. All he could do is the 125 or I could send the radio back. Since I really just wanted to get on the air, I said $125 is gonna have to do. He was going to send me an email right away to show how things were remedied. Here is that email...

Quote
Hi Nate,

The total refund is
$110.00, 100 off of the paint job on the radio and 10 on the handles ($64.00 regular price).

I will follow up with an updated invoice today once the refund is final.

Let me know if you have any questions.

Thank you,

Mike Henriksen, N2NXL
GigaParts, Inc.
(866)535-4442


So now we are on June 3rd. Guess what. I still haven't been refunded any money. I also wasn't sent any of the paperwork to get the rebate on the radio of $25 that was put out by Icom at the time I purchased it. I am sure that rebate time has passed. How would any of you guys feel? I can get profane in explaining my displeasure with GigaParts but I am sure that would be unwelcome here.

So this is my review to the rest of the readers out their. GigaParts is not an honorable business. They don't care about how happy their customers are. They don't follow up like they say they will. They don't even refund the little bit of money that they said they would. I truly hope no one else gets as raw of treatment as I have. I am sure someone from their is gonna read this and try to email me or post to make this situation better. They can try but we are way past $125 now. I almost want to apologize AES from not just picking one up off the shelf from my local store in MKE. I have bought every other radio and accessory from them in the past but I really wanted the paint job. I guess we just call this a learning lesson....

Since I understand how forums work, please feel free to tell me your thoughts on the situation. Good or bad, I can take it.

Thank you for your time

73s
KC9TSO


Title: RE: Gigaparts doesn't do what they say....
Post by: KB1NXE on June 03, 2013, 05:36:16 PM
Nate,

    Just a bit of info.  I know you're frustrated and the paint notwithstanding, if you paid with a Credit Card, Gigaparts may have indeed posted the refund.  But the CC company has not posted back to you.  Many do this to earn short term 'float' interest income.  Your few buck isn't much, but when you add all the refunds together for a day, it's millions.  And then several days, now you're talking.

Jim


Title: RE: Gigaparts doesn't do what they say....
Post by: KC9TSO on June 03, 2013, 05:57:29 PM
I know what your saying Jim but PayPal should have at least posted that it is a pending receiving. And I never had any other contact by phone or email about this. I can only assume they don't care about how much a 30 something new ham will spend in his lifetime.


Title: RE: Gigaparts doesn't do what they say....
Post by: NW4G on June 04, 2013, 09:07:39 AM
Hi Nate!

I’m so sorry to hear about the trouble you have had ordering your IC-7200. I want to thank you for making this post, it’s been a great help in assisting me on some processes that related to the painted radios which can lead to poor customer service. In addition to the problems we have had with the paint shop damaging and doing a bad job on several jobs for those radios, we also had some internal processes surrounding ordering and stock status that caused poor service not only for you, but for several other customers who placed orders for painted radios around the same time frame.

I’m terribly sorry that we have put you through such a large amount of difficulty over what should have been a very simple and straight forward transaction. At several points my team attempted to do things to make it right, but we continued to drop the ball time and time again. The reason you haven’t yet been issued a refund is yet another example of the same. I could give you a list of reasons and a detailed explanation of what went on from our end, but it’s all really moot. Everyone here strongly desires and expects to deliver exceptional customer service and in this case, we most certainly have not.

This has prompted a review of all of the transactions that may have been affected by similar circumstances and our team is going to use those reviews to improve the level of service we give in the future. We do make mistakes and when we do, we do our very best to make things right. In this case I am personally issuing a refund for the full amount of the paint job, $250.00. If this doesn't completely satisfy you please let me know, I’ll be glad to send a shipping label so that you can return the radio for a full refund.

The $25 rebate offer is still available and you can download the needed form here: http://www.gigaparts.com/icomrebate/

Once again, my sincerest apologies.

George Howard, NW4G
Amateur Radio Division Manager
www.gigaparts.com


Title: RE: Gigaparts doesn't do what they say....
Post by: K0OD on June 04, 2013, 10:16:03 AM
Great mea culpa from Gigaparts. That's the way real businesses handle embarrassing problems.  Even the best mess up... but only rarely. Tip of the hat to GP!

Contrast GP's fast and gracious response with the silence of the perennially incompetent ham suppliers whose names regularly populate ham groups.

---
Next question, Why would anyone pay $250 for a custom camouflage paint job? You going into battle with that 7200?  LOL!


Title: RE: Gigaparts doesn't do what they say....
Post by: KC9TSO on June 04, 2013, 10:28:17 AM
Thank you very much George. I have received an email of the refund. I appreciate you taking the time to write such a nice response. I am satisfied with that amount of money. It is a nice radio. People have commented how nice the paint looks. I hope going forward these kinds of communication problems get solved. I work in the service industry as a mobile technician and know how important it is to business to keep the lines open and follow through on our promises. You have done well on this. In the future I may send more business your way for another chance at things.

Thanks again for the quick response.

 73s
KC9TSO


Title: RE: Gigaparts doesn't do what they say....
Post by: KC0KEK on June 05, 2013, 04:46:53 PM
GigaParts usually is one of the better dealers when it comes to order updates, although I've never ordered a custom rig from them. I ordered an Icom 7700 from them on Monday after having a good experience with a mic and some other small-ticket items a couple of years ago.


Title: RE: Gigaparts doesn't do what they say....
Post by: W4KVW on June 28, 2013, 01:19:52 PM
I called Gigaparts & ordered a screwdriver antenna controller for my ICOM 7000 & TARHEEL II & waited 5 days & did not receive it.I called them back & checked there information.I waited & when you young man came back to the phone he advised me that the package was in their shipping department & he did not know why it had not shipped & he would have it out the next day.I advised him that he could keep it since it should have already been delivered much less shipped.He cancelled my order & charged me a restock fee for an item they never even shipped.I placed an order for the same item from HRO & received it in two days.This is my last dealings with Gigaparts.That is NOT high speed shipping as Gigaparts advertises & charging me the restock fee was a stupid choice on their part since I should have already had the item several days earlier.

Clayton
W4KVW


Title: RE: Gigaparts doesn't do what they say....
Post by: NW4G on July 01, 2013, 11:15:23 PM
I called Gigaparts & ordered a screwdriver antenna controller for my ICOM 7000 & TARHEEL II & waited 5 days & did not receive it.I called them back & checked there information.I waited & when you young man came back to the phone he advised me that the package was in their shipping department & he did not know why it had not shipped & he would have it out the next day.I advised him that he could keep it since it should have already been delivered much less shipped.He cancelled my order & charged me a restock fee for an item they never even shipped.I placed an order for the same item from HRO & received it in two days.This is my last dealings with Gigaparts.That is NOT high speed shipping as Gigaparts advertises & charging me the restock fee was a stupid choice on their part since I should have already had the item several days earlier.

Clayton
W4KVW

Hi Clayton!

I'm so sorry to hear you didn't have a positive experience with us. I looked into your order from January and I see that you ordered a tuner and then cancelled the order due to a shipping delay. Since it's been so long, it's hard for me to tell what the details were but I can see right off the bat you weren't charged a restocking fee. We don't charge restocking fees for items that haven't left the building.

I do see you weren't credited for the full amount you were charged, it looks like Carl made an error when he did your credit and shorted you $5.00. Since it's been so long, I can't refund that money without getting updating information from you. I would be happy to mail you a check along with a $25 gift card toward any future purchase, give me a shout so we can set it up!

Thank you so much for posting here and letting me know about this, I never want to have an unhappy customer, much less a customer who no longer wants to do business with me. Let me make it right.

George Howard - NW4G
866-535-4442 x133
nw4g@gigaparts.com
www.gigaparts.com


Title: RE: Gigaparts doesn't do what they say....
Post by: K1CJS on July 02, 2013, 05:06:26 AM
Knocking a company like Gigaparts who have little to no complaints against them while promoting a company like RadioMart that have enough complaints against them to fill the Library of Congress???  Me thinks there's something wrong there!!!


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on July 02, 2013, 06:58:09 PM
Hi,

Always, always ask to speak with management if you don't get
satisfaction at the sales level.  Be polite and ask for what
you want, you most likely will receive great customer service!

73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: N0YXB on July 02, 2013, 07:42:24 PM
Knocking a company like Gigaparts who have little to no complaints against them while promoting a company like RadioMart that have enough complaints against them to fill the Library of Congress???  Me thinks there's something wrong there!!!

Indeed!  Maybe he'll keep on ordering from Radiomart.  If so, keep us posted Clayton.  On second thought nevermind.  We know how that movie ends...


Title: RE: Gigaparts doesn't do what they say....
Post by: AB4D on July 03, 2013, 04:03:52 AM
In regard to Gigaparts, I have been waiting since Saturday for a response from them to my inquiry about correct pricing for the micro tuning units (MTU) to fit the FTDX-9000mp.  I am considering purchasing a new FTDX-9000mp with the three optional MTUs, but the MTUs are factory installed and should be ordered when you purchase the radio.

Gigaparts has the best price for that radio as an internet on-line sale only, but the MTUs they list as compatible to the 9000, are actually the more expensive MTUs in kit form that go with the FT 2000 and FT 5000. They do not have the correct ones listed, so that prevents someone from ordering the radio and the MTUs together and also qualify for the on-line price.

I contacted Gigaparts sales desk last Saturday, the sales person acknowledged the incorrect MTUs were associated with the FT-9000 on their site, but he could not find the price for the correct ones. He stated, that he would check on it and would send an email to me with that information.  As a follow up, I also sent a sales inquiry through their website on Sunday evening.  However, I have not yet received a response from them.  

Due to a lack of response, I now plan to contact Texas Towers to inquire whether they will price match.  I've purchased several towers and transceivers from them before with great service, so if they will price match, I will go with them again.

73


Title: RE: Gigaparts doesn't do what they say....
Post by: AB4D on July 03, 2013, 10:13:09 AM
In regard to Gigaparts, I have been waiting since Saturday for a response from them to my inquiry about correct pricing for the micro tuning units (MTU) to fit the FTDX-9000mp.  I am considering purchasing a new FTDX-9000mp with the three optional MTUs, but the MTUs are factory installed and should be ordered when you purchase the radio.

Gigaparts has the best price for that radio as an internet on-line sale only, but the MTUs they list as compatible to the 9000, are actually the more expensive MTUs in kit form that go with the FT 2000 and FT 5000. They do not have the correct ones listed, so that prevents someone from ordering the radio and the MTUs together and also qualify for the on-line price.

I contacted Gigaparts sales desk last Saturday, the sales person acknowledged the incorrect MTUs were associated with the FT-9000 on their site, but he could not find the price for the correct ones. He stated, that he would check on it and would send an email to me with that information.  As a follow up, I also sent a sales inquiry through their website on Sunday evening.  However, I have not yet received a response from them.  

Due to a lack of response, I now plan to contact Texas Towers to inquire whether they will price match.  I've purchased several towers and transceivers from them before with great service, so if they will price match, I will go with them again.

73


Update: Gigaparts did finally contact me and apologized for the delay in their response.  I may do business with them after all.  If it's a positive experience, I'll be happy to report that too.  From some of the previous posts by NW4G, it shows they do care about customer satisfaction, and that goes a long way for me.

73


Title: RE: Gigaparts doesn't do what they say....
Post by: W4KVW on July 05, 2013, 02:38:47 PM
Knocking a company like Gigaparts who have little to no complaints against them while promoting a company like RadioMart that have enough complaints against them to fill the Library of Congress???  Me thinks there's something wrong there!!!

Well that is your opinion.I give feedback to each dealer or person based on how I am treated by that person or business which makes sense to the average person who is so set against one dealer that they can only think of that dealer or person like yourself.What you should do it rate EVERYONE by how they treat you & not the rest of the world since after all you are not speaking for the entire world or someone you don't know just yourself.I have not PROMOTED anyone,I gave HONEST "FEEDBACK" on Radiomart & GigaParts & maybe you should try doing the same because somebody else gets treated FAIRLY it makes you ill OM.Get a life & grow up.

I would also like to THANK "GIGAPARTS" for the refund & other items that I received TODAY.I hope EVERYONE is happy because I sure am & for sure I want the person quoted above who wants to rule everybody's life & choices in life to be HAPPY because he appears MISERABLE as he can be & wants everyone else too join him.  ;D   :)   :D  {:>)  }:>)   ;)

Clayton
W4KVW   


Title: RE: Gigaparts doesn't do what they say....
Post by: W4KVW on July 05, 2013, 02:59:36 PM
Knocking a company like Gigaparts who have little to no complaints against them while promoting a company like RadioMart that have enough complaints against them to fill the Library of Congress???  Me thinks there's something wrong there!!!

Indeed!  Maybe he'll keep on ordering from Radiomart.  If so, keep us posted Clayton.  On second thought nevermind.  We know how that movie ends...

Buy from whomever you wish.See above posting for you as well.I call them like I see them by how they treat ME & not YOU or the rest of the world.Until I have a bad experience WITH anyone INCLUDING Martyn-K4TEC & Radiomart.com & whomever I decide & it will be based on MY experiences with him & his company or whomever I dealt with.If I should have a BAD ONE with him or anyone else FYI it will be posted just like the GOOD ONES I've had so since you have nothing else to do try & keep up so you don't miss anything. hahahehe When you are in charge of my finances you may then make that decision so that will be NEVER so get over it or learn to like it bubba because YOU nor anyone else is not changing who I am so I hope that bothers you so bad you can't sleep until you get a life & worry about YOU & YOURS. LOL {:>)  }:>)  :)   :D   ;D   ;)  THANKS AGAIN GigaParts for the package! {:>)

Clayton
W4KVW


Title: RE: Gigaparts doesn't do what they say....
Post by: K1CJS on July 05, 2013, 06:55:58 PM
Your post is mostly assumptions, Clayton.  I look at other people's feedback before I order from a company.  I never did order from your buddy Martyn since his feedback is atrocious.  Your feedback about Gigaparts went against almost every other feedback about them.  I wouldn't hesitate to order from them--and THAT is why I said what I said.

If you can't stand the heat, either stop throwing fuel on the fire or get out of the kitchen.


Title: RE: Gigaparts doesn't do what they say....
Post by: W4KVW on July 05, 2013, 08:47:28 PM
Your post is mostly assumptions, Clayton.  I look at other people's feedback before I order from a company.  I never did order from your buddy Martyn since his feedback is atrocious.  Your feedback about Gigaparts went against almost every other feedback about them.  I wouldn't hesitate to order from them--and THAT is why I said what I said.

If you can't stand the heat, either stop throwing fuel on the fire or get out of the kitchen.

Well FYI.I met Martyn-K4TEC at Dayton Hamvention 2013 & had not dealt with him in the past for any reason.After myself & two friends had purchased several radios from him there.One of the rigs I purchased from him was defective & I returned it to him.He in turn returned a NEW replacement radio the same day in the same shipping box that I used to return the defective rig NO QUESTIONS ASK.One of the friends who was with me & purchased two radios from him in Dayton realized that he is the same dealer that he had purchased another HT from online several months before.Between the THREE of us we now have at least FOUR rigs & are all very pleased with the radios & service provided by Martyn-K4TEC & Radiomart.Some people think it's a CRIME too post POSITIVE FEEDBACK on a dealer if someone else has posted bad feedback for them & that I should not post negative feedback if I had bad dealings with a dealer? That's STUPID as is the person who thinks I'm going to post how they want me to post.I take orders from nobody so they are wasting their time.The issue with GigaParts was resolved TODAY as I posted above so I let everyone know just as I should have & anyone else whom I feel has not treated me fairly will be given the same treatment no matter who does or does NOT like or agree with it.I'm not here to make anybody happy.My friends & I all agree we will purchase from him again when the need arises without hesitation. GOOD & BAD transactions need to be posted so that everyone can see the whole picture not just one side.{:>)   ;D   :)   :D   ;)  }:>)

Clayton
W4KVW


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on July 05, 2013, 09:24:01 PM
I have been a fan and customer of theirs (Gigaparts) for some time.  They are the nearest brick and mortar store to my location, a and I like to purchase from people I feel I know.  I have purchased several radios, antennas, books, and miscellaneous items.  Everything went well until the last order.

I ordered an antenna, coax, and a speaker to be used for field day.  I ordered on Thursday morning and requested it ship UPS since I would have it the next day.  The young man that took my order assured me it would ship that day UPS.  I normally get a shipping notice emailed later in the day.  None was received.

The next morning I got one from the USPS indicating one box would arrive Saturday and one on Monday.  This would be too late for field day.  I immediately contacted the company and a young lady responded that it should get there in time.  If it did not they would compensate me for it.  I have no idea how that is compensated, but I had no assurance it would arrive. 

It did arrive Saturday, but a few hours after I was supposed to be at the event.  I was the extra class control operator for that shift but could not be the because I was stuck at home waiting for the mail in hopes it would arrive.  The mail lady finally got there, we put the boxes in my truck and off I went, late but on my way, to field day.  When I arrived we unpacked the boxes.  Everything was there for the antenna and it went up without incident.  The speaker arrived, but there was no cord to connect it to the radio.  It would not be. Useable for field day.

On Monday I followed up with the lady at Gigaparts.  I felt on Friday she minimized the effect this had on my situation, but Monday she just blew me off.  I understand problems happen.  They can usually be resolved.  The way I felt I was treated really irritated me, and I don't get upset easily.  Had I known how that order would have gone I would have ordered from HRO.  They are only one day shipping as well. 

I ordered from them because of the service I had received in the past in both mail order and on site purchases.  This last experience makes me question my continued loyalty.  While it may not have been viewed as a problem to them, it certainly was to me.  The fact it got there and most could be used for field day, it still caused a significant difficulty for me and our team. 

I was clear when I placed my order it had to arrive at my place on Friday.  That was clearly understood out front.  Why it was shipped wrong I don't know and it really makes no difference.  But, it was compounded by unacceptable response from the lady in customer service.  I would not have ordered from them had I known what would transpire...and especially with the after sale issues were handled.  If they made a mistake and just acknowledged it and made any effort to correct it everything would have been fine.  However, they just blew my complaints off and treated me like a grade school kid.


Title: RE: Gigaparts doesn't do what they say....
Post by: K1CJS on July 06, 2013, 06:03:10 AM
...I ordered an antenna, coax, and a speaker to be used for field day.  I ordered on Thursday morning and requested it ship UPS since I would have it the next day.  The young man that took my order assured me it would ship that day UPS.  I normally get a shipping notice emailed later in the day.  None was received.

The next morning I got one from the USPS indicating one box would arrive Saturday and one on Monday.  This would be too late for field day....

Not faulting you or your expectations, but this is something that frequently comes up--the quickness of the shipment.  Things happen, and an order on a Thursday with UPS shipping and expectations of a Friday delivery is pushing things a bit--especially with a company like UPS.  Why didn't you order 'next day' delivery?  Or why didn't you take the time to actually go to the store itself since you say it's close.  UPS ground--even same zone ground--usually takes two to three business days to arrive, although some deliveries can happen the next day, that is the exception rather than the rule.

These days, everybody seems to want things done so they happen yesterday, and don't even want to hear about what could delay the expected results.  They also seem to want perfection--something that can happen, but should not be counted on.  Add to that the quickness of them getting things together, boxed and ready for shipment after being told that it was a rush order, and you have a recipe for disaster.

I can see and call your complaint about the incomplete/wrong parts order valid, but not the shipping--even if you're close to the store/shipping point.  And I can see why you're upset about being 'blown off' after you were told they would make things right.  But it seems to me that you waited a little too long to order and therefore didn't leave sufficient time to check things over and make sure the things you needed were as you expected.


Title: RE: Gigaparts doesn't do what they say....
Post by: K1CJS on July 06, 2013, 06:12:17 AM
...GOOD & BAD transactions need to be posted so that everyone can see the whole picture not just one side.

Quite true.  However, why do you think a feedback system was established in the first place?  Only a total, complete idiot would take the whole of the feedback which contains hundreds of negative replies and only a handful of positive ones--then order from that company and expect to get exactly what they want. 

IN PERSON transactions are always better--you cab see exactly what you get from the start, and the seller can't do a switch and give you something less than what you expect.

BTW, I had to go through your post several times before I could understand what you said--please try to break up your long rambling sentences and use paragraphs so people CAN understand your posts.


Title: RE: Gigaparts doesn't do what they say....
Post by: W4KVW on July 06, 2013, 07:49:50 AM
...GOOD & BAD transactions need to be posted so that everyone can see the whole picture not just one side.

Quite true.  However, why do you think a feedback system was established in the first place?  Only a total, complete idiot would take the whole of the feedback which contains hundreds of negative replies and only a handful of positive ones--then order from that company and expect to get exactly what they want. 

IN PERSON transactions are always better--you cab see exactly what you get from the start, and the seller can't do a switch and give you something less than what you expect.


BTW, I had to go through your post several times before I could understand what you said--please try to break up your long rambling sentences and use paragraphs so people CAN understand your posts.

ENGLISH is such a tough language so you are not alone.I think it's better just to make your own choices with your purchases & let others do the same.I will continue doing just that & posting the GOOD & BAD results of those dealings no matter what anyone else thinks of them.That FREEDOM of CHOICE & SPEECH is a wonderful thing. {:>)   ;)   ;D   :)

Clayton
W4KVW


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on July 06, 2013, 09:10:23 AM
K1CJS...  The problem was they did NOT ship UPS.  They mailed it.  This was after a clear discussion on the need to have it there Friday or I would not order it.  I was assured it would ship UPS on Thursday.  I have sent and received hundreds of packages UPS and never failed to get one next day in the next day zone.  My real complaint was twofold.  First, it was not shipped as discussed, but more importantly the way the issue was handled when the mistake was discovered.  The attitude of apathy is not acceptable.  I ran businesses much larger than theist and smaller and understand fully things go wrong.  It is how the problem is handled that determines the quality of an organization more than the original problem itself.  In my mind it is not a problem until it is not properly resolved as in this case.


Title: RE: Gigaparts doesn't do what they say....
Post by: K1CJS on July 06, 2013, 04:06:36 PM
Ah--I missed that.  You certainly do have a reason to complain.  73!


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on July 15, 2013, 07:47:06 AM
I have waited to respond as a follow up intentionally.  On July 11 I received an e-mail from Gigaparts employee George Howard as a follow up to my message to them on the Monday of the week before.  In all reality it was probably as a result of this post.  His message was, "This deserves a well written two paragraph apology.".

It included the original support ticket number.  This was probably intended to be an internal memo, but it was sent to me as well.  While his memo is appreciated on the surface, it is more a slap in the face for two reasons.  First, because it was likely a response to this thread.  Second, because no further communication has been received after a week.  It would have been better had he left well enough alone.  What was at first a somewhat simple issue has continually become more irritating by their mishandling of the problem. 

I really don't think this is how they usually operate but it sure has been frustrating.  I hope this is not a pattern observed by others I have really liked their operation.


Title: RE: Gigaparts doesn't do what they say....
Post by: NW4G on July 15, 2013, 08:46:54 AM
I have waited to respond as a follow up intentionally.  On July 11 I received an e-mail from Gigaparts employee George Howard as a follow up to my message to them on the Monday of the week before.  In all reality it was probably as a result of this post.  His message was, "This deserves a well written two paragraph apology.".

It included the original support ticket number.  This was probably intended to be an internal memo, but it was sent to me as well.  While his memo is appreciated on the surface, it is more a slap in the face for two reasons.  First, because it was likely a response to this thread.  Second, because no further communication has been received after a week.  It would have been better had he left well enough alone.  What was at first a somewhat simple issue has continually become more irritating by their mishandling of the problem. 

I really don't think this is how they usually operate but it sure has been frustrating.  I hope this is not a pattern observed by others I have really liked their operation.

You are correct, it was in response to your posts here. I regularly monitor every avenue I can looking for customers who have a complaint, who are dissatisfied, or who we didn't service properly. I do this because I think it's a good business practice, I don't want to have unhappy customers and when a mistake is made it right whenever possible.

In this case, I thought a well written apology was a good step toward mending things. There was a lot more work that went on internally which included a review of some of our processes, coaching with Rebecca KK4SKL regarding how she handled your support request, and discussion at two team meetings. 

It's true we haven't closed the loop yet and that is my fault, I've had a request from our team pending to offer you a future credit on another purchase, to refund the freight you paid, or to send you a box of freebies. I haven't had a chance to review all of the information they sent me yet and I apologize for that.

You're right, that was an internal memo that was emailed to you, a clerical error on my part.

I'm very sorry that we have continued to prolong your agony, I'll go ahead and close out everything related to this so you won't get bugged by it anymore. If you should ever feel like giving us another try, feel free to contact me directly and I'll do something to make up for the error on your field day order.

George Howard, NW4G
Amateur Radio Division Manager
866-535-4442 x133
georgeh@gigaparts.com
www.gigaparts.com



Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on July 15, 2013, 09:39:44 AM
George... I appreciate the response...I think.  I'm not quite sure if it is an attempt at an honest response or a smart Alec response.  It really does not matter.  I am certainly not "in agony" over this issue.  This is a continued response where none was asked...or expected.  I did not ask for a "well worded two paragraph apology", though it may have been appreciated.  I did not ask for refunds, discounts, freebies, or even a rebate on the low price guarantee when you lowered the price on the radio I purchased a week later.  I really don't understand why it keeps resurrecting. 

Had a simple acknowledgement of error and a simple two word apology been given at the very start instead of condescending responses this would have been over long ago.  It has become a comedy of errors by you and your staff.  I believe you meant to remedy it, but it has constantly seemed as if your people just felt I was a jerk and try to find some way to blow me off. 

I have run business operations and am by familiar with dealing with customers and their issues.  My issue was important, but not life altering.  Mistakes happen.  They shouldn't, but in a real world they do.  It only becomes a problem if it is not taken care of in a proper manner in a TIMELY way.  No ones life is at stake.  No one is going to suffer damage that cannot be repaired.  My inconvenience several weeks ago was merely hat,an inconvenience for me and several others. 

Your staff may need training in dealing with customer issues.  One key part is to listen to the customer.  What are they really saying?  Listen for keys so the issue can be adequately resolved in a timely manner.  Neither your staff or its management should get defensive or snippy, and certainly not blow off customer complaints.  Just because its not a big deal for you does not mean it is not more important for others.  To this day no one I your organization has even begun to understand my frustration.  That's the problem.  I hope this is just a comedy of errors and not a pattern.

I hope your letter was actually sincere and not just another surface attempt to appease.  Words are very important, and choosing hem for a public response is very important.  My problem from the start is quite simple.  It is your organizations inability to show respect to a customer and understand his issue and resolve it.  It was not about he product being late or not shipping how it was expected.  That was not done right, but not the real issue.  It has always been he response.

As far as I'm concerned this issue is mute and dead.  I was actually checking your web site for a new hard drive for one of my computers when your e-mail came.  I think I will wait.  Lets just drop this whole thing and get on with life.  It has become way to blown out of proportion.  I do hope it can be a useful training exercise.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on July 15, 2013, 07:51:52 PM
hi

UPS and FedEx accept the packages and then
hand them off to the USPS for residential delivery,
unless you specify and pay for next day service it is like rolling the dice.

Same for Priority US Mail, unless you ship Express Mail there is no
guarantee for the delivery day. 

73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: K1DA on July 16, 2013, 03:18:00 PM
I hear ya get an extra 3 db from a camo paint job.


Title: RE: Gigaparts doesn't do what they say....
Post by: K9MHZ on July 17, 2013, 03:29:11 PM
....UPS and FedEx accept the packages and then
hand them off to the USPS for residential delivery,
unless you specify and pay for next day service it is like rolling the dice.....
73 james

That is completely false....I have no idea where you came up with that.

Priority Mail from the USPS is handled by FedEx on the express delivery side, ie behind-the-scenes on planes if required, and then the mail returns to the Postal system at the other end for delivery.  Actually shipping with UPS or FedEx from the start involves them, start to finish.



Title: RE: Gigaparts doesn't do what they say....
Post by: KC0KEK on July 17, 2013, 05:46:34 PM
Actually shipping with UPS or FedEx from the start involves them, start to finish.

FedEx uses the USPS for a lot of deliveries. A few years ago, it was more than 30 percent: http://cepobserver.com/2011/12/fedex-uses-usps-for-30-4-of-ground-shipments. UPS also relies on the USPS.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on July 17, 2013, 06:45:04 PM
Hi Bradley,

I did not claim US Priority Mail was handled by UPS or FedEx.

WU9F wrote that he specified UPS to ship his order,
UPS then takes the packages to USPS for final delivery.

UPS and FedEx use this same type of arrangement with USPS,
it is a big part of residential deliveries from individuals and companies.

http://www.fedex.com/us/smart-post/outbound.html

73 james



That is completely false....I have no idea where you came up with that.

Priority Mail from the USPS is handled by FedEx on the express delivery side, ie behind-the-scenes on planes if required, and then the mail returns to the Postal system at the other end for delivery.  Actually shipping with UPS or FedEx from the start involves them, start to finish.



Title: RE: Gigaparts doesn't do what they say....
Post by: KATEKEBO on July 18, 2013, 03:26:09 AM
 Actually shipping with UPS or FedEx from the start involves them, start to finish.


I have personally received several shipments in which the sender used FedEx to initiate the shipment (at a FedEx facility), but the actual home-delivery was performed by USPS.  From FedEx web site:

Quote
When it comes to low-weight shipping for residential customers, consider the efficient, economical FedEx SmartPost service. By utilizing the U.S. Postal Service® for final delivery, FedEx SmartPost reaches every U.S. address, including P.O. boxes and military APO, FPO and DPO destinations. You can even use FedEx SmartPost to ship to Alaska, Hawaii and all U.S. territories.

It seems clear to me that FedEx handles long-distance shipment, but final delivery is made by USPS.


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on July 18, 2013, 09:09:43 AM
Ive been shipping and receiving many many packages for many years and have never seen a UPS or FedEx package delivered by the post office to my home or business.  With either from Huntsville to Nashville is only one day ground always.  I know the post office uses FedEx for some deliveries but never heard of the post office delivering for FedEx. 


Title: RE: Gigaparts doesn't do what they say....
Post by: N0YXB on July 18, 2013, 09:23:33 AM
Earlier this week I received a package transported by FedEx to my area and then delivered by the USPS. As previously mentioned, USPS has a deal with FedEx to transport packages via their fleet of aircraft.


Title: RE: Gigaparts doesn't do what they say....
Post by: N3HFS on July 18, 2013, 10:14:12 AM
There's a writeup on Wikipedia about FedEx's services, at http://en.wikipedia.org/wiki/FedEx#Operating_units_and_logos

In particular, check out "FedEx SmartPost"
Quote from: Wikipedia
FedEx SmartPost (Grey "Ex"): Consolidates parcels from merchants such as e-commerce and catalog companies and uses the United States Postal Service for the final delivery. Formerly the independent company Parcel Direct until FedEx acquired them for $120M in 2004.
(see http://en.wikipedia.org/wiki/FedEx_SmartPost)

Also, this (cited) statement:
Quote

 In 2001, FedEx sealed a $9 billion deal with the USPS to transport all of the post office's overnight and express deliveries.
(see http://www.cnbc.com/id/100666367 - this now 12-year-old deal has been extended)


Title: RE: Gigaparts doesn't do what they say....
Post by: K8ALM on July 18, 2013, 11:32:41 AM
FedEx Smart Post gets sent to USPS for delivery.  Probably why it's rather inexpensive...but takes much longer for actual delivery.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on July 18, 2013, 05:14:21 PM
hi,

take a look at this tracking number at FedEx website, 61292700752320119118,
this will not work using Google, it shows FedEx has the package and hands
off to USPS SmartPost facility.

If you think about it, USPS is out on the road six days a week,
makes sense for UPS and FedEx to hand off to USPS.



73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: AB4D on July 19, 2013, 06:53:18 AM
All,

I recently placed an order with Giga-Parts. The ordering process went FB.  They had the best price on the gear I wanted, and the answers I've received to my questions has been adequate.  The only issue I have with them is the time it takes for them to respond.

I've sent questions to HRO and Texas Towers during normal business hours and I usually received a response within minutes to maybe a hour or two.  However, recent messages I've sent to Giga-Parts has taken no less than a day or more to get a response.   IMO Giga-Parts needs to revise their business model to more responsive to written messages.

Texting and email is more prevalent today than ever.  Maybe it's just me, but I would always rather send a written sales inquiry or question than picking up the phone. If not for anything, just to have a written record of pricing quotes and the information provided by both parties.

73


Title: RE: Gigaparts doesn't do what they say....
Post by: KC0KEK on July 19, 2013, 07:00:52 AM
When I ordered an Icom 7700 a few weeks ago, I used the chat tool on GigaParts' website to find out which Heil cable I needed. That's worth trying if you want an immediate response.


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on August 07, 2013, 05:38:34 AM
As I've said before I always had great service from GigaParts until June.  I really felt that was an anomaly so I ordered some new coax on Monday morning this week.  Rebeka took my order and ran my card.  She stated all was well and it would ship Monday and I would recieve an e-mail that evening.  Monday passed with no notification.  Tuesday late afternoon I called to inquire if it had shipped.  It had not.  I was assured it would ship UPS that day and would recieve an e-mail to that effect later that day. 
I got my e-mail last evening.  It did ship... A day late, but it was on the way.  UPS would deliver today so the late shipping was not such a problem.  Then I discovered it was UPS surepost.  It arrived in Nashville last night and was handed off to the post office.  It is now somewhere in their system and is not able to be currently tracked.  I think it will be delivered tomorrow.  That is not so much a problem but correct information should not be impossible to get.
Customer service is still poor.  If you are not going to ship that day, just say so.  If it gets pushed back for some reason, just e-mail or call and let the customer know.  It's not brain surgery and it's only reasonable.  If you were not going to ship that day then say it will be the next day or whatever day.  Finally, they did ship UPS, but not regular.  I would rather have been told out front it would be surepost so I could have an option of another kind of shipping.  In this case it was not a rush order, but I would have paid a little more for shipping not to have it enter the postal system.  Ground was what I expected, not mail or a combination.  I will know enough to ask next time.  I really don't know when it will arrive but at least it is on the way.
The title to this thread is they don't do what they say.  Sadly this is my second experience in a row with this happening.  Overall great people, great price, great product, but customer relations has deteriorated to an unacceptable level.  From now on if I can't go the the brick and mortar store I will likely purchase elsewhere.  Sorry.


Title: RE: Gigaparts doesn't do what they say....
Post by: W3WN on August 07, 2013, 08:13:40 AM
 Actually shipping with UPS or FedEx from the start involves them, start to finish.


I have personally received several shipments in which the sender used FedEx to initiate the shipment (at a FedEx facility), but the actual home-delivery was performed by USPS.  From FedEx web site:

Quote
When it comes to low-weight shipping for residential customers, consider the efficient, economical FedEx SmartPost service. By utilizing the U.S. Postal Service® for final delivery, FedEx SmartPost reaches every U.S. address, including P.O. boxes and military APO, FPO and DPO destinations. You can even use FedEx SmartPost to ship to Alaska, Hawaii and all U.S. territories.

It seems clear to me that FedEx handles long-distance shipment, but final delivery is made by USPS.

No.  It seems clear to me that FedEx uses the USPS for final delivery ONLY for "FedEx SmartPost service".  That is not the only delivery service they offer.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on August 07, 2013, 07:50:36 PM
hi,

Specify US Priority Mail.

73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: WU9F on August 08, 2013, 03:39:24 PM
I got my coax today as I expected, and just as I expected, it is a great product at a good price.  It was well packaged as all this shipments are.  If anything it was over packaged and that is a good thing.  I am certainly pleased with that, as I am with anything bought from GigAParts.  My only frustration is with the sales staff or customer service people just not giving accurate information. In this case there was no harm, but it would be nice if they could get their act together.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4JOY on August 09, 2013, 01:18:53 PM
hi,

take a look at this tracking number at FedEx website, 61292700752320119118,
this will not work using Google, it shows FedEx has the package and hands
off to USPS SmartPost facility.

If you think about it, USPS is out on the road six days a week,
makes sense for UPS and FedEx to hand off to USPS.


I its odd, or maybe not that a profitable company like FedEx would hand off parcels to a 'company' that is bleeding money.
73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: W5ZZT on November 20, 2013, 09:43:20 PM
I called gigaparts last week to order a FTDX-1200.  I couldn't get a straight answer from the sales person on when it would ship.  They said it depended on this and that.  I hung up and called again.  Got a different person and got the same run-a-round.  I have ordered from them once before and not had any trouble.  I suspect even though their web site said they had the radio in stock they really didn't.  They were probably expecting some soon and just trying to get the sale.

I hung up and Called HRO.  Had the radio in two days from the Denver store.  They are hard to beat and will get all my future business.


Title: RE: Gigaparts doesn't do what they say....
Post by: KE4DRN on November 22, 2013, 06:23:34 PM
Hi, to KE4JOY,

I did not write these words

I its odd, or maybe not that a profitable company like FedEx would hand off parcels to a 'company' that is bleeding money.

Are you responding to my post or have a question for another?

73 james


hi,

take a look at this tracking number at FedEx website, 61292700752320119118,
this will not work using Google, it shows FedEx has the package and hands
off to USPS SmartPost facility.

If you think about it, USPS is out on the road six days a week,
makes sense for UPS and FedEx to hand off to USPS.


I its odd, or maybe not that a profitable company like FedEx would hand off parcels to a 'company' that is bleeding money.
73 james


Title: RE: Gigaparts doesn't do what they say....
Post by: N6OIL on November 27, 2013, 09:12:18 PM
Well I'm going to put in my plug for Gigaparts. Our school district that I work for placed an order for about $2k plus, the order process from start to finish went great. I do recommend trading with Gigaparts.

Rory
Silver Valley USD


Title: RE: Gigaparts doesn't do what they say....
Post by: K6WHP on January 13, 2014, 12:43:58 PM
George of GigaParts,

If you're still on frequency, I want to raise a complaint about MY IC-7200. It came in black and I wanted OD. Can you see if you can arrange a $250 refund for me as well?

Of course, there might be a little difficulty because I bought it from HRO in Anaheim but there's no harm in trying, is there?

 ::)

(Seriously, you publicly took some steps to resolve this problem and I respect that.)

72,

Bill, k6whp


Title: RE: Gigaparts doesn't do what they say....
Post by: KB2VDE on February 25, 2014, 09:17:47 AM
Here is my first and last experience with GigaParts.com

I ordered three items, a IC-718 , a G5RV and a RH77CA HT antenna. I placed my order on Monday Feb 17th.

On Friday, February 21, 2014 2:10 PM, Rebecca Avgoustopoulos <rebeccaa@gigaparts.com> wrote:

Hi James!

This is in regard to the order you placed with us recently.
The RH77CA antennas are currently on backorder so your order may not ship right away.
I apologize for the inconvenience, but we are expecting more soon.
I will keep you updated on the ETA, but you are welcome to let me know if you need to make any changes. If you are in a hurry to receive the rest of your order, I can send it out in two shipments for a $4.00 shipping fee.

Please let me know if there are any alternatives you are interested in.

Thanks so much for your patience!

I responded back Feb 21 at 9:22 PM

Very nice of you to notify me 4 days after I ordered. Next time I will just order from HRO because I know they deliver pronto and if something is back ordered I do not get charged extra for them to send it later.

Have a Great Day!

Rebecca Avgoustopoulos  responds back Feb 24 at 6:05 PM

James, I'm very sorry for the delay in sending you a message regarding the backordered item. The website indicates when an item is on backorder, we I offer the opportunity to ship separately in the event that the remainder of the order is ready to ship. We only require a shipping fee if the original order is already shipping for free and the item on backorder does not qualify for free shipping alone.

If you would like, I can waive the shipping fee this time due to the delay in notifying you. I am very sorry about the inconvenience and I don't intend to mislead you in any way. Please let me know if you are still interested and I'll gladly make it happen. Thanks again for your reply.

Sincerely,
Rebecca Avgoustopoulos KK4SKL


Three minutes later I get another e-mail from Rebecca

Feb 24 at 6:08 PM
Rebecca Avgoustopoulos James, Correction the antenna is in stock now and I will not need to ship anything separately. I have released it to the shipping department so you should have all items very soon. Again, I'm sorry Again, I'm sorry about the inconvenience.

Sincerely,
Rebecca Avgoustopoulos KK4SKL
GigaParts


My response to Rebecca Today February 25th at 2:33 AM 
I was just going to cancel my order with you. It seems you folks have a bad reputation on the shipping end. http://www.eham.net/ehamforum/smf/index.php?ehamsid=mif2urq1bmcace54eaqto32e76&topic=90331.0

I ordered a MFJ 259B from HRO last night and it is already shipped and scheduled for delivery Wednesday.

It's nice to know you finally have the antenna in stock and your going to ship my order. Perhaps you can manage to send the tracking number before my shipment from HRO arrives Wednesday. I certainly hope your not sending it USPS.

Quality of service matters and saying sorry does not get the job done.

Have a good day

Jim.


This morning I checked Gigaparts website to see if the RH77CA HT antenna was in stock, it was not according to their website.
So a couple minutes after they opened this morning I called and spoke to a girl named Sally who told
me they were on back order. Wonderful, I think I am getting jerked around at this point.

So I call back a couple minutes later and speak with another girl named Shelley Mackay and inquire if my order has been shipped. She tells me they are about to box it up and ship it. About to? Hummmm.... I wonder if that is code for, Yea it will be shipped as soon as the RH77CA comes in and I hope they come in today!

Rebecca said the "Antenna" was in stock. I wonder what Antenna she was speaking of!

It appears to be a stall game at this point so I decided to cancel my order with GigaParts.

Shelley Mackay
To Me
Today at 10:13 AM
Hi Jim,

I'm sorry we were unable to fulfill your order in time!
I have attached a copy of your voided sales order to this email for your records.
I do hope we get the opportunity to work with you in the future!
If you have any questions, please don't hesitate to let me know.

Sincerely,
Shelley Mackay KK4VST

-------------------------------------------------------
To GigaParts.com.

You blew it big time over a lousy 4 dollars you wanted for shipping the HT antenna.

I ordered My items from HRO and they will be shipped TODAY!






















 



Title: RE: Gigaparts doesn't do what they say....
Post by: KJ4RYP on February 25, 2014, 03:57:13 PM
Jim,

I know an apology alone doesn't make up for a bad experience. That’s one reason we’re always willing to go the extra mile to make our customers happy. I would like to address the points you brought up and perhaps clear up some of the misunderstanding.

When you placed your order on Monday of last week, the RH77CA was out of stock. This was indicated on our website with a status of “Usually Ships In 7-14 Days”. On Friday, we were growing concerned that we were not going to receive enough of them on our next shipment to meet that time frame, which is why we contacted you and offered to go ahead and partially ship your order.

Monday evening, we received a shipment from Diamond and were able to fill your order. That’s when Rebecca sent you the update letting you know we could ship your entire order. The website continues to show it as out of stock because there were more orders waiting on that antenna than the number of antennas we received. So, depending on what you asked when you called, there are two different answers: yes, we had received the antenna for your backorder; no, the antenna was not “in stock”.

I understand we didn't do a good job of conveying that information to you from the beginning, but I hope you'll give us an opportunity to make it up to you on a future order.

73,

Carl Jordan, KJ4RYP
Senior Customer Service Rep
GigaParts Radio Department
866-535-4442


Title: RE: Gigaparts doesn't do what they say....
Post by: KB2VDE on February 25, 2014, 06:51:49 PM
Carl, Let me be very blunt with you. I find your excuse lame at best and let me explain why. As a Business man in the services business you know fully well when a customer calls he or she expects a quick prompt service. If you read the e-mails in the order they were received you will note it was 4 business days after I placed my order that I was notified it was had not shipped and Rebecca offers to ship for the 4 dollar difference. That is neither quick or prompt.

I just visited your web page for the RH77CA

http://www.gigaparts.com/Product-Lines/?search=RH77CA&sc=29&Submit2.x=20&Submit2.y=19

And it states:
SKU: ZDM-RH77CA
Usually Ships In 7-14 Days

No where does it state it is on back order, only that it Usually Ships In 7-14 Days
If it was a back order item it should have clearly stated not in stock, back order item.

I just read your shipping policy.

FREE SHIPPING -- NO SHIPPING, HANDLING, or PACKAGING FEES
will be charged on shipments consisting of at least $200 in new radio gear, that are shipping to physical addresses located in any of the contiguous 48 states and can be automatically verified with your bank through the AVS (Address Verification System) Program. If your order is shipped in multiple shipments due to backorders, the first shipment is free and subsequent shipments will be charged S&H unless the total value of the subsequent shipment is $200 or more.

This is a poor policy and let me explain why. Lets say I ordered three items with a total value of $500.00
Two of the items cost $200.00 each and one costs $100.00

You have one $200.00 and one $100.00 item in stock. It would be shipped free and the remaining $200.00
item which was back ordered would be shipped free also.

Now lets play with the three items in a different order.

Two items that cost $200.00 each are in stock. The $100.00 item is on back order.

The two $200.00 items would ship free and I would be charged S&H on the $100.00 item because it was not in stock and on back order.

Your policy is a catch 22 policy at best.

Now with that said lets move on to the sequence in which things happened. 4 days after my initial order was placed
Rebecca notifies me the order is on hold and that little $4.00 charge if I want it now. This is on a Friday. Friday night I respond and mention HRO and hear nothing until Monday evening. Someone should have contacted me Saturday.

Monday evening, a full seven days after I placed my order Rebecca offers waive the shipping fee. I suppose that had nothing to do with my mention HRO. 3 minutes after  that e-mail Rebecca sends another and states the Antenna is in stock and " you should have all items very soon" Whatever that means! Kinda like Bill Clinton
and his famous " It Depends on what the meaning of the word is is "

Rebecca never stated when it would be shipped, just that I would get it very soon.

Carl, I am not buying your story of " there were more orders waiting on that antenna than the number of antennas we received. "

Having been in the service business I know you double down on parts orders when there is a backlog simply because one does want to get caught flat footed with unsatisfied customers.

Lets just say I am in the repair business of copiers and fax machines and I have a contract with you to provide those services. You call me up and tell me you have 2 different fax machines down and one copier. I have replacement  parts for one fax machine and one copier but not the other because I used those parts up today.

Should I contact you 4 days after you requested service and tell you I can not service your machines because I am missing parts for just one of your down machines and if you require service right now it will cost you extra for me to return and fix the other machine when the parts arrive? 

Are you getting the clue here Carl?

I would be out of business in a flash if I did such a thing.

So I canceled my order as I feel you are unworthy of my business.

I believe what W5ZZT posted hit the nail on the head.

Have a Great Day.

Jim











 







Title: RE: Gigaparts doesn't do what they say....
Post by: KB2VDE on February 25, 2014, 08:14:25 PM
A little update.

I received an E-mail from Carl Jordan.



Jim,

 

I know an apology alone doesn't make up for a bad experience. That’s one reason we’re always willing to go the extra mile to make our customers happy. I would like to address the points you brought up and perhaps clear up some of the misunderstanding.

 

When you placed your order on Monday of last week, the RH77CA was out of stock. This was indicated on our website with a status of “Usually Ships In 7-14 Days”. On Friday, we were growing concerned that we were not going to receive enough of them on our next shipment to meet that time frame, which is why we contacted you and offered to go ahead and partially ship your order.

 

Monday evening, we received a shipment from Diamond and were able to fill your order. That’s when Rebecca sent you the update letting you know we could ship your entire order. The website continues to show it as out of stock because there were more orders waiting on that antenna than the number of antennas we received. So, depending on what you asked when you called, there are two different answers: yes, we had received the antenna for your backorder; no, the antenna was not “in stock”.

 

I understand we didn't do a good job of conveying that information to you from the beginning, but I hope you'll give us an opportunity to make it up to you on a future order. Would a $20 credit on your account with GigaParts earn us another chance at your continued business?

73,

 

Carl Jordan, KJ4RYP

Senior Customer Service Rep

GigaParts Radio Department

866-535-4442
-----------------------------------

Carl, had GigaParts shipped my items promptly we would not be having this discussion would we.

Your offer of $20.00 credit is declined. Perhaps it would be better spent shipping someone else their items
promptly without trying to nickle and dime customers on back orders.

I am a firm believer in Fool me once, shame on you; fool me twice, shame on me.

Have a Good Day

Jim




Title: RE: Gigaparts doesn't do what they say....
Post by: KG8JF on February 26, 2014, 06:52:08 AM
As I read the story, I was really feeling animosity towards Giga Parts.  Glad to say that in the end they worked it out to everyone's satisfaction. 


Title: RE: Gigaparts doesn't do what they say....
Post by: KB0XR on March 01, 2014, 05:44:50 AM
Now that Giga has been beaten into submission, I think I will call them and order something.  Geez, mistakes happen.  It's not like the blood was delivered to the hospital late.


Title: RE: Gigaparts doesn't do what they say....
Post by: W4PC on March 01, 2014, 07:29:29 PM
Now that Giga has been beaten into submission, I think I will call them and order something.  Geez, mistakes happen.  It's not like the blood was delivered to the hospital late.

I know, it was a $25 antenna... 

So
 
1. He never paid for the antenna and only would been charged when it was shipped, which the site said 7-14 days
2. The emailed him on day 4 saying it may take more than the 14 days (in my world 7-14 shipping means backorderd) that was 4 days until the 7 days was up.
3. He never was charged shipping
3. He raised hell about not having the antenna yesterday. Even though that was day 3.
5. He canceled the order
6. He was never charged.
7. Giga offered a $20 credit
8. He told them to shove the $20 credit.


Is that about right?



Title: RE: Gigaparts doesn't do what they say....
Post by: N0YXB on March 02, 2014, 12:06:56 PM
Exactly right.

And I've always had good experiences with GigaParts and will certainly do business with them in the future. 


Title: RE: Gigaparts doesn't do what they say....
Post by: KB2VDE on March 02, 2014, 10:06:21 PM
W4PC, You would make a great politician. Your spin on things makes it look as if I was unreasonable to expect shipment in a timely manner. Perhaps you're one of those laid back guys that expects little service for you're money.

Unlike you, when I order something I expect it to be shipped ASAP. I noticed you failed to mention GigaParts slow response and poor communications. As I pointed out their shipping policy is a bit ambiguous to say the least. One's order could easily be "  Adjusted "  where it would behoove the seller vs the buyer. I would be inclined to think I am not the only person this has happened to. It seems GigaParts became motivated after I mentioned HRO. Instead of just shipping the partial order immediately and sending the other item along later they choose to wait several days before even notifying me that they did not ship.  I suppose you never noticed KJ4RYP post was also identical to the E-mail I received from him except for the bottom line where he offers a $20.00 credit.

Did it occur to you to question why that offer was not included in his post?  I doubt it.

In business it is a back door deal, quite common actually from my experience. I would wager most would have taken the deal without a word mentioned. Having been in business I can tell you Vendors do "clip" customers  occasionally and when caught most will offer some kind of deal, usually money or product to keep you in the fold so to speak.

I did not lose a dime in this deal as you mentioned, but wasted a week due to non shipment.  Actually I made out better with HRO as the radio was cheaper and they threw in a extra year of warranty. They had the RH77CA in stock and also a better price than GigaParts current price.  I did not order the G5RV as I made arrangements to buy one locally at a great price. My order was shipped, I am a happy Puppy. No belated  emails with HRO.

Your spin was great but a bit lopsided as it failed to take in the failure of GigaParts to deliver in a timely fashion in my opinion. You never questioned why when GigaParts re-ordered the antenna they failed to order enough to cover future demands. I found that a bit odd.

Funny thing, my first radio was purchased from HRO. A Yaesu FT-530 years ago. Later I ordered several other items to include a mic for the same radio. Upon arrival the mic was missing from the carton. I called HRO,
explained the problem and they sent another one the following day no questions asked. It spoke volumes of this company.

I gave GigaParts a try and found what W5ZZT posted hit the nail on the head. What else can I say, I posted my experience.

Have a good day W4PC



Title: RE: Gigaparts doesn't do what they say....
Post by: WI8P on March 03, 2014, 08:37:25 AM
So, instead of ordering from a vendor you liked, who had the item you wanted at a better price and longer warranty, you ordered from one you had never ordered from before at a higher price and less warranty?


Hmmmmm.   ???


Title: RE: Gigaparts doesn't do what they say....
Post by: N4GKS on March 09, 2014, 04:17:42 PM
VDE, order from HRO or AES or the other ham stores. Quit boring us with your complaining.  :P


Title: RE: Gigaparts doesn't do what they say....
Post by: K4JK on March 10, 2014, 07:45:39 AM
Yeah this is nonsense and the beating up of GP by VDE is totally unwarranted.

On what planet does "Usually Ships In 7-14 Days" mean it will ship right away or that it is in stock?

Silly


Title: RE: Gigaparts doesn't do what they say....
Post by: N4GKS on March 11, 2014, 10:52:52 AM
106 paragraphs of rant looks like payback rather than just being upset. By the way, HRO does not "throw in" a years warranty. It's a special they are running on selected products and they add the warranty with the purchase.


Title: RE: Gigaparts doesn't do what they say....
Post by: N4SZO on March 17, 2014, 10:28:55 PM
I just ordered a tuner and had no idea these guys are just north of me, otherwise I would have given them a shot.

As a bystander, it is hard to make sense of what is going on. If they don't have something in stock - they should tell you right away. If they do, I will order from someone else but will give them a shot in the future-for being honest. But if their website says 7-14 days then I would think they don't have in stock and would call them on the phone to see for sure before I ordered.

When things go wrong, it is easy to get mad but I have found you normally get more mileage by being polite yet firm. No reason to fly off the handle and make the poor CS girl cry, Just ask for a refund and be done with it.




Title: RE: Gigaparts doesn't do what they say....
Post by: W7ND on March 30, 2014, 08:10:35 PM
I ordered a few things thru Gigaparts about this time last year.  A few days later, a couple of the items I purchased went on sale.  I made a comment on Gigapart's Facebook page lamenting the fact that I knew exactly the time I decided to pull the trigger (I had been debating on that purchase for some time), they put it on sale a few days later.  They contacted me to submit a claim to the guarantee company they used and I'd be refunded the difference.  With just forwarding my email reciept and showing which items later went on sale on the website, I had confrimation that I'd get a check back for the difference, which I recieved just a few days later.  I apreciated the service they gave and the guarantee that was honored.  I'd be happy to buy from them again.


Title: RE: Gigaparts doesn't do what they say....
Post by: AB4D on March 31, 2014, 08:00:23 AM
I Previously posted my experience with GigaParts.  Everything went OK with that order. In fact, GigaParts made sure I received a rebate that came available a few weeks after I ordered the radio, but before it was delivered.  However, I was not completely satisfied with the timeliness of the initial communication I received from them.  Last Thursday evening, I sent a message to GigaParts regarding another possible purchase. Their response time has improved considerably, responding before noon on the next business day. :)  I inquired whether I could upgrade several items they were including free with the purchase of a transceiver.  They did so without any problems.  I placed my order on Friday afternoon and the items were received by UPS for shipping before the end of the day.  Overall, a very positive ordering and shipping experience.  I will continue to order from GigaParts due the satisfactory service I have received from them.


73  


Title: RE: Gigaparts doesn't do what they say....
Post by: KC9FJE on October 15, 2014, 08:27:50 PM
I know it's an old thread but I had the same delay with my multicam IC-7200 (most of my camping gear is surplus multicam items I was issued while in the military so it was nice to get a matching rig lol). After a couple weeks I emailed the company and after being told they were waiting on the handles I just had them shipped separately. The rig and accessories I ordered were at my apartment in no time after that.

I ordered mine a year after you so it seems the "kinks" in the system were worked out. Personally I would again in a heart beat if I wasn't so cash strapped after getting out of the military haha


Title: RE: Gigaparts doesn't do what they say....
Post by: WB0OAF on December 16, 2015, 11:11:32 AM
YEP- Hear Ya! Watch out for the REBECCA in the Sales DEpt.

All I will say, they really tried to stick it to me, but I thought
their Attorney Generals Office in their State would help me out
after 6 months of being lied to y them.

They helped me! Got my refund, plus a discount to boot.

Just get a hold of their Attorney Generals Office in their state
Consumer Fraud Division, they'll get you the action!!!

 73