FCP our saviour....or not??

[precopster]

Firstly I would like to say that I have been ordering parts from FCP Groton for nearly two years and I hope I'm not stepping on anyone's toes as they are quite visibly a site sponsor and contribute to the reason this site stays afloat.

I have racked up almost 3K in orders for three cars I've owned so a pretty typical DIYer that wants quality parts and old fashioned service. On the whole FCP have delivered. They have returned my emails about parcel tracking. They always answer their phone courteously and patiently, even though I mostly call them early Connecticut time of around 9:00am well before they have had their first cafene fix & they mostly listen to complaints about wrong/dodgy products.

This is the problem. I said mostly.

Two exceptions to this rule:

The first was when I ordered two separate 850 oil pump gasket kits in two separate orders and both contained quite obviously oversized O ring seals. I took photos of the problem the second time around and emailed them to Mike Riviera then we spoke about the issue a couple of days later. He said "first I've heard of it" & he would look into it for me. That was about four months ago. No email, message etc.

The second was when I ordered a GMC brand water pump for my '93 model 960 which included 7 bolts all of which were too short (by 5mm) I was replacing an OEM water pump with OEM bolts. Again I contacted Mike Riviera by email, included photos of the problem etc.
His response was "never noticed an issue in the past" and he would look into it. This was two weeks ago now.

Is there a pattern emerging?

In both instances the parts were faulty or incorrect. I didn't request a refund, nor did I ask for the correct parts to be mailed. Perhaps in future I should so I may be noticed. As they say in service industry when running behind schedule you go to the client who screams the loudest.

Am I expecting too much??

[Ozark Lee]

I have purchased much from FCP and I am generally pleased. That said, like anyone else, they can screw things up. On the whole they have been above average and my experience with them is that they will make things right if they get it wrong.

As with any parts supplier you, as the buyer, need to know what you are buying. In most cases parts called "Aftermarket" are of Scan Tech quality which is zilch. The prices on many of the aftermarket products are seductively low (Like strut mounts for under $30.00) but the quality is low as well - so long as you know that going in it is your choice as to what you buy.

Where I do get really irritated is with "OEM Brand" parts that are obvious counterfeits to anyone who has actually tried to install them. There is a huge flood of counterfeit car parts and in many cases the vendor may not even know it, but they should figure it out after the initial flood of complaints and quit selling the junk as OEM Brand.

...Lee

[FCPEURO]

Firstly I would like to say that I have been ordering parts from FCP Groton for nearly two years and I hope I'm not stepping on anyone's toes as they are quite visibly a site sponsor and contribute to the reason this site stays afloat.

I have racked up almost 3K in orders for three cars I've owned so a pretty typical DIYer that wants quality parts and old fashioned service. On the whole FCP have delivered. They have returned my emails about parcel tracking. They always answer their phone courteously and patiently, even though I mostly call them early Connecticut time of around 9:00am well before they have had their first cafene fix & they mostly listen to complaints about wrong/dodgy products.

This is the problem. I said mostly.

Two exceptions to this rule:

The first was when I ordered two separate 850 oil pump gasket kits in two separate orders and both contained quite obviously oversized O ring seals. I took photos of the problem the second time around and emailed them to Mike Riviera then we spoke about the issue a couple of days later. He said "first I've heard of it" & he would look into it for me. That was about four months ago. No email, message etc.

The second was when I ordered a GMC brand water pump for my '93 model 960 which included 7 bolts all of which were too short (by 5mm) I was replacing an OEM water pump with OEM bolts. Again I contacted Mike Riviera by email, included photos of the problem etc.
His response was "never noticed an issue in the past" and he would look into it. This was two weeks ago now.

Is there a pattern emerging?

In both instances the parts were faulty or incorrect. I didn't request a refund, nor did I ask for the correct parts to be mailed. Perhaps in future I should so I may be noticed. As they say in service industry when running behind schedule you go to the client who screams the loudest.

Am I expecting too much??

I apologize if you have had some issues in the past two orders and I can assure you we take all complaints and issues seriously (it is Sunday at 8 am so I hope that will show you we go above and beyond normal business hours).

Those two particular parts are very common items in our inventory - we probably sell the 850 oil pump gasket kit 10-20 times per week over the course of the past 10 years. If this is the first time we have ever heard of a customer problem with o-rings the gasket kit during several thousand purchases and our inventory hasn't changed. It would be highly unlikely that the gasket kit would be incorrect all of a sudden.

But give us a shout on Monday morning and we will try to do our best to figure out the issues. Mikes extension is 206. I will forward this message to Mike and so he has notice of your concerns with him and I will also notify our VP of Sales Max Rossi. You can reach him at [email protected] if Mike can't help rectify the issues.

Regards

[precopster]

Thanks Andrew for your response. Does FCP have a return item form? If so why isn't it offered to clients that have a complaint? FCP could offer the form with a numbering system for tracking and filing purposes.

This would alleviate a lot of angst and provide FCP with an opportunity to properly document the system or parts failure.
By using this data (and assuming the return is valid) FCP could present their suppliers with data as to the failure rate of various items they receive.

In time, this may help your suppliers to improve their production processes to help create better products (with fingers crossed)

Such document systems take time (and money) to implement but you would reap the reward of greater customer satisfaction as each customer with a complaint would then have a forum to have his complaint heard in.

Taking phone calls and discussing the problem is not a fair system as things may be left out and forgotten. A form system would allow all the information to be submitted.

[jimmy57]

My issue is of the low quality part type.
I ordered a variety of parts for a few different Volvos with two of the side marker lamp units for a neighbor's car.
The original lamps had broken retainers and I had siliconed them in the fender to stop the rattle and fender damage and said I would order new ones and install later. This order was in March or April of 2010.
Last week the neighbor needed something else done to the 99 S70 and I attempted to install the new lamps.
I removed old lamp and then grabbed the new one and inserted the back edge and then pushed the front edge in to snap it in place and the clip broke and was heard to fall to bottom of fender inside. I called FCP and they will not replace the item.
I am disappointed. My experience has been so good with FCP but I felt like a new part, even if it was not installed for 9 months, would still be covered for fault in workmanship or materials. Time was not given as the reason it would not be replaced at no charge. I guess cemented to fender is a higher quality solution than to buy new ones.

[precopster]

I'm having a discussussion with FCP at the moment about why these bolts (as pictured) supplied with the GMB 92 960 water pump are just simply not long enough (and don't have enough sealant area for the block).

The factory bolts are 5mm or approximately 1/5 of an inch longer.

Watch out turbo 94 850 owners!! If you buy a GMB water pump from FCP, clean your old bolts and re-use them, or buy new correct length bolts from the dealer or you could end up stripping your block!!

[FCPEURO]

Precopster: I will mention to management your idea about a return form or even some kind of satisfaction survey. It does sound like it could help with a lot of confusion and issues with parts.

As for the water pump issue, I have not installed one on an 850 so i cannot comment on the length of the bolts. I know you are already working with us on the issue so I will wait to see how things go with this.

Thanks again for your understanding and I hope we can still do business in the future.

[precopster]

Thanks Andrew. With regard to implementing a RA form: The only time to act is now or now would be a good time to do that.

Yes, The issue is being WORKED ON?? The last I heard from Mike Riviera was that he was waiting for a response from GMB as to the correct/suggested size of bolts required for these pumps more than six months ago.

Excellence is either done or not done, and though I will still order parts from FCP some of the experiences have been disappointing to say the least.

[bronxnativ]

Andrew (FCP) this one's for you:
Why would "precopster" have to deal with Mike any longer? it's obvious he's dropped the ball more than once. I have not been impressed with Mike either. I have made two phone orders in the past (most of my orders are done online) and this Mike answers the phone. The guy is unfriendly, comes across as rude, and has made me fell like I'm disturbing him! 1st order, I felt bad because all I needed was a diameter size for a hose. He gave me the size and I thanked him. I called him back and I asked "do you get a commission for each order"? and he said "yes". So I then placed my order directly with him BUT I received no "thank you" and no expression of appreciation from him! Needless to say, I have not placed another order via the phone with FCP because I know that Mike will answer and if I want to aggravate myself on a phone call, I'd call one of my ex wives!

Note: on that phone order, I ordered more than just a hose. Bill came out to over $300.00

[JimBee]

I've been holding back on this one and having had a week to simmer down, I think I can write a reserved complaint/observation.
FCP is not alone in the foreign auto supply online sales industry. Like any for-profit business they want to maximize their profit and that must tempt their sourcing people to cast around for low cost merchandise. I recently purchased idler and tensioner rollers that were not Volvo brand, but were supposed to be made in China by INA, an "OEM quality" company for Volvo parts. The idler roller I received was nearly hollow, with no bearing support inside the entire depth of it except at the very bottom. The running surface was not even "finished"'; it was fairly smooth, but dark gray and not polished. On both of those characteristics, the part shown on the FCP site was finished and it had a substantial bearing core—like the genuine Volvo part I now have in hand. According to the box that particular INA part was made in Slovakia. I'm not aware the Slovakians have distinguished themselves in the aftermarket parts industry. The other part that was also supposed to be INA made in China, was not INA at all, but packaged in a box with Ruvelle's name on it, and the roller had etched on its rim "Made in France" by SKM. It was more finished, but the bolt holding the bearing on looked like it could be a weak link so I complained, returned the items and ordered genuine Volvo.
I'm guessing that neither Mike, nor anybody else answering FCP phones, knows where these parts are actually sourced; the actual part makers probably change often, maybe distributing through the same company, such as GMB. I have a GMB water pump pulled from a '93 850 last summer. It was probably a year or two old and has GMB in raised letters as part of the casting. The one I just bought from FCP came in a beautifully designed box with GMB's name all over it, but the pump itself has no company marking, no country marking, no identity, except for an ink stamped code number. It's anybody's guess where and by whom that pump was actually made. The box does say "made in China". Was the box made in China? why did they remove GMB's name from the pump body?
FCP, trying to make a dollar, is caught in the middle of all this. But in the long run, they will harm their reputation if quality isn't consistent and up to what their sales team is telling customers.