Well, I thought I would try my luck with them since they were the only place that had the shift plate I was looking for, but I must say, I'm completely dissapointed.

I understand its a used part, but I specificaly asked if it was cracked and I was assured it was not. The only damage that was indicated was some "sticky" residue by the window switches that they were going to try and clean off.

Not only does it not have window switches, but they didn't even try to clean it off. I also noticed:

A) the area around the ashtray is pitted
B) cigarette burn in the plastic
C) shift boot torn in several places
D) ash tray lid broken
E) and above all the damn thing is cracked!

I could have gotten more use out of $100 wiping my *** with it.

And right now, I don't even want to call because I'm so pissed, there is no way I could carry on a conversation with them in a tactful manner...

 

Call him up, Bruce will take care of you. Im pretty sure he'll be pist that, that item actually shipped out.

 

Agreed.

 

true, he'll make it right.. good business man

 

Bruce called, leaving a voicemail in attempt to work something out, which I appreciate. But the person who answers the phone also called and left a very rude message, scolding me for "mouthing off on the message board" which totally turned me off from any future transactions with this company.

First off, blaming UPS for the damage was pretty lame. If the box was ripped up or otherwise damaged, I would have called UPS to file a claim, but since the box was undamaged and the product was rather well packaged, it only makes sence that the product was shipped that way (not to mention the cigarrette burn, very unlikely done during shipping).

Second, how dare you leave a message yelling at me. I appreciate the employees there working 60 hours a week to make the customers happy. This "Aftermarket Vendor Review" is here for a reason, and its my right as an American to say "thumbs up" or "thumbs down" as I see fit. You have to EARN a thumbs up, and I feel bad for Bruce that Hawks sealed the deal of ever getting a thumbs up from me.

 

Whoa. Bad scene.

Two sides to every story?

 

Basically, I was looking for a T-5 shifter plate. They are discontinued and hard to find. Hawks had one and I was glad to pay the price they were asking, assuming the product was going to be as they described it. It was well packaged and arrived in a very timely manner, which was outstanding.

However, once I opened it up it was far from what was described over the phone, see original post. Because of the rarity of these plates and the fact that I don't have one at all, I was just going to suck it up and use it anyway. I then posted my experience on this forum, because thats why its here.


Once Hawks found out about the bad press, a rude voice message was left on my phone, which was uncalled for and very unprofessional, hence my second post. They did offer a full refund, but there is no excuse for the way I was treated.

 

Tell the guy who left a message on your machine screaming to shove it up his ***. I'd freakin play that back for Bruce to hear. If I had some ******* screaming down my machine i'd damn sure get his supervisor to hear that. That was probably the same idiot who shipped it out like that.

 

I'd rather not go that route. I'm going to use the item I recieved because I have no other source for one, but everything else that I was going to purchase for my swap, I've already sourced other vendors for.

 

It seems premature for Hawks to be upset about this thread.

There is no indication that you contacted them yet.

I hope you follow up after you've got this all ironed out so this thread will be complete.


I would take Bruce's call as a indication he will try to fix the problem.

Good Luck

 

Definitely call Bruce. It's a bit unfair to judge the company as a whole by the completely immature acts of one employee, without speaking to Bruce first. If you still have that message, I would absolutely play it back for him. A person like that has no place working for a business with otherwise fantastic customer service.

 

Is it logical to assume that the foul voice mail was left by Bruce? I'll bet not. Still, Bruce should know.

Call him. Or not.

 

Hi, this is BJ with Hawks, in response to the post about the shifter plate, first and foremost, I was the one who talked with this customer the first time after I read this post, I will admit I was a little upset however when I called the first time, I left a message on the customer's phone, I did not scream, like he posted. I simply asked him to call us because I read the post he had posted and I was a little upset that he didn't try to call me at first. I was the one who took his order. He understood it was used and I was not aware of the ashtray being broke even though I did look at it. The message ran out and I was calling his phone right back to leave my number and he called me back, I explained to him that all he had to do was call me or Bruce and we would be more than happy to refund his money if he wanted to send it back. It's not a big deal, this was the only one we had in stock and as most of Firebird owners know 5 speed shifter plates are becoming hard to find. I did not blame UPS for damaging it, I aked him if it had been damaged in shipping,( box tore or ripped, etc.) Bruce called him after I spoke with him and I am assuming he is talking about the first message I left on his phone as someone had called him back which is not the case. Again, I offered to have him send it back and still you can send it back like I said, it's not a problem. As most of our customers know if you have a problem with an order, call us or email us, approach it in the right way and you'll not have a big hassle.
Thanks,
BJ Hawkins
Hawks Third Generation

 

Well thats cool that you have the ***** to come on and fess up. I still don't see why you would get upset, he didn't seem like he was downing the company, more along the lines of disappointed. If you truly didn't scream I apologize. I know I would be pist if someone left a screaming message on my answering machine on about a goof up on their end, I have a 2 1/2 year old son who picks things up and i'd be pist if my wife had to hear it. Just some things you never think about when your pist. Sounds like this was taken care of.

 

OK everybody holster your guns!!

I know that these cars are our pride and joys. So getting a part that,s not up to your standards can set you off. So send it back. They will make good on it. It is a hard to find part so he sent you the only one he had. And it's just not good enough. No one died ,not a big deal. But a anoying none the less.

The Hawkins point of view is a little diffrent. I have met both BJ and Bruce, as a matter of fact I bet I hold the record for the most money spent there. ( correct me if I am wrong Bruce).
Anyway they have made a business out supplying us what we need for our toys. This website is the main source of his business. Enough bad press and he can't feed their family. One bad post can cost him thousands of dollars. So he must feel you used a shotgun to swat a fly. The guy just wanted a chance to fix it before his error was made public. Can you blame him for being upset? He didn't get his day in court before you convicted him.

So both of you put away your six shooters and go back to the table. You will work it out.

 

I have spent quite a bit of money with Hawks and will continue to do so . I had only one issue with a part and Bruce contacted me to assure me he will make it right. I didn't scream at him , he didn't scream at me. In his words:" We want our customers to be happy." I firmly believe that. Bruce and crew are good folks to deal with.

 

And there you have it.

 

I too know Bruce and BJ...wonderful folks, hard working, and a true love for 3rd gens....

The last time I drove up from ATL to SC to pick up some parts (Seats Bruce expertly recoverd for me) BJ grabbed me and tossed me and my son some Hawks Third Gen shirts....

I personally know 6-7 people who have purchased from Bruce and BJ who would not buy from anyone else because they stand by there products.

They have spent their adult lifes making this business a success. Failure to get the right part is no biggie for us, failure of their business is life altering for them.

I live by the following rules....

Do not
-complain without going to the source first
-use the internet to hold kangaroo court

Do
-Work things out in a mature manner
-Keep things in perspective
-Never say or post things in anger...it makes you will look bad.
-Reserve Judgement...most people do not get up in the morning to say "let me see who I can make mad today"
-Remember, respect is a two way street

John (Make note to self to see if Bruce has some convertible parts that Im looking for )

 

JWKbride,

Well said.