Ken Martin
Well Known Member
So my RV-7 fuselage kit was shipped out last week from Vans on its way to the north side of Charlotte via ABF Freight. Considering the distance to be covered and the crazy winter we've been having, I monitored the shipment progress via their website and called the customer care once when the kit was shipped and once yesterday. Through the past 8 days progress has been steady and without delay--much to my surprise.
So the kit arrives into Atlanta last night and as of late this afternoon the delivery date was scheduled for tomorrow. Before leaving work I coordinated to be available tomorrow so I could meet the delivery driver and pushed out a business trip for Monday. When I get home I re-check the website just for good measure. I'm glad I did! My kit sat in Atlanta for over 24hrs without moving!
I called customer care to see what happened and all they could tell me was, "Sorry about the inconvenience but we don't guarantee delivery times." Yah, nice tag line. Try using that in your marketing and see how much business goes to your competitors. That frustrated me a bit but what really set me off is they said they could guarantee getting the shipment to me on the original delivery date of tomorrow, "IF" I would be willing to pay a 30% premium!!?? Are you serious??!! If you had uncontrollable logistical delays that caused my shipment to be delayed, how does a 30% premium fix that? (Rhetorical of course)
So next Monday I'll be away on business but the positive to all this is that they won't charge me storage fees for holding on to my kit until I get back. I thought that was awfully BIG of them. NEVER again will my stuff be shipped by ABF. I plan to call Vans Monday and let them know all future kits shipped to me must go through a different carrier.
Ok, I'm done venting.
So the kit arrives into Atlanta last night and as of late this afternoon the delivery date was scheduled for tomorrow. Before leaving work I coordinated to be available tomorrow so I could meet the delivery driver and pushed out a business trip for Monday. When I get home I re-check the website just for good measure. I'm glad I did! My kit sat in Atlanta for over 24hrs without moving!
I called customer care to see what happened and all they could tell me was, "Sorry about the inconvenience but we don't guarantee delivery times." Yah, nice tag line. Try using that in your marketing and see how much business goes to your competitors. That frustrated me a bit but what really set me off is they said they could guarantee getting the shipment to me on the original delivery date of tomorrow, "IF" I would be willing to pay a 30% premium!!?? Are you serious??!! If you had uncontrollable logistical delays that caused my shipment to be delayed, how does a 30% premium fix that? (Rhetorical of course)
So next Monday I'll be away on business but the positive to all this is that they won't charge me storage fees for holding on to my kit until I get back. I thought that was awfully BIG of them. NEVER again will my stuff be shipped by ABF. I plan to call Vans Monday and let them know all future kits shipped to me must go through a different carrier.
Ok, I'm done venting.