Hey Everyone,
This is Ed Santandrea from FCP and I am the customer loyalty manager, basically working on ways we can make the FCP experience the best possible for both new and returning customers.
We just completed our annual survey, so some of you may have already provided feedback there, so thank you. I did however want to introduce myself here since many of you have had a lot of experience with FCP over the years (both good and bad) so I thought it would make sense to reach out to you all a little bit more personally than a survey and ask again -
“How are we doing?”
-Ed
This is FCP. How are we doing?
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kcodyjr
- Posts: 1236
- Joined: 31 January 2010
- Year and Model: 2006 S60 2.5T AWD
- Location: Massachusetts, USA
- Has thanked: 17 times
- Been thanked: 23 times
Generally very well, Ed. As parts companies go, you're unusually friendly to the whims and screwups of do-it-yourselfers. I've never had trouble with odd requests from your customer service staff. I often recommend you to other shade tree mechanics, and I always make sure pros have heard of you.
Also, I'm lucky enough to be near the same regional UPS hub as you. The brown truck takes it straight from your loading dock to my town and I get it the next day, even if it's just ground service.
If you're looking for problems needing solving, you'll have to wait for the next guy. The closest I could come is parts comprehensiveness; I have to call you on the phone, which I'll be doing shortly, if I want the coated version of Zimmerman's cross drilled rotor.
If you're looking for somewhere you could grow, I'd suggest kits. You've got some, but only for the obvious.
Specifically, there are write-ups all over this site, for anything from a PCV job to e-brake cable replacement to interior mods. I'd suggest you assign someone to pick through the repair database and look for anything that needs a collection of particular parts, then put together single-click kits. You could even generate some cross-advertising by putting them in a new section, "MVS Repair Kits," with links to the ever-evolving instructions to accompany those kits, and I'm sure Matthew would be glad to reciprocate.
Just a thought. Other than that, keep up the good work.
Also, I'm lucky enough to be near the same regional UPS hub as you. The brown truck takes it straight from your loading dock to my town and I get it the next day, even if it's just ground service.
If you're looking for problems needing solving, you'll have to wait for the next guy. The closest I could come is parts comprehensiveness; I have to call you on the phone, which I'll be doing shortly, if I want the coated version of Zimmerman's cross drilled rotor.
If you're looking for somewhere you could grow, I'd suggest kits. You've got some, but only for the obvious.
Specifically, there are write-ups all over this site, for anything from a PCV job to e-brake cable replacement to interior mods. I'd suggest you assign someone to pick through the repair database and look for anything that needs a collection of particular parts, then put together single-click kits. You could even generate some cross-advertising by putting them in a new section, "MVS Repair Kits," with links to the ever-evolving instructions to accompany those kits, and I'm sure Matthew would be glad to reciprocate.
Just a thought. Other than that, keep up the good work.
2012 C70 T5 Platinum, ember black on cranberry leather
2006 S60 2.5T AWD, ice white on oak textile
5 others that came and went
2006 S60 2.5T AWD, ice white on oak textile
5 others that came and went
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FCPEURO
- Posts: 3002
- Joined: 17 June 2009
- Year and Model: 2006 XC90 V8
- Location: Milford, CT
- Been thanked: 19 times
kcodyjr – Thank you for your feedback. Many of our customers work on their own cars, so it makes sense to have people here to answer their questions because we think that is part of good service. Thank you for the suggestion on the kit, great idea. Much appreciated - Ed
I've used FCP a few times before because of the good reputation and screwup-free help I can get. However, I was looking at wheel bearings on your website and you seem to want $140 each where I can get it at local shops for $20. That really deterred me using your website because when I was looking at products, I just kept noticing you have higher prices than any other retailer. Is it just because you're a small company? Is it because you have such good customer care?
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abscate
- MVS Moderator
- Posts: 35300
- Joined: 17 February 2013
- Year and Model: 99: V70s S70s,05 V70
- Location: Port Jefferson Long Island NY
- Has thanked: 1505 times
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Are you looking at same part and mfg? There are lots of cheap junk parts out there and wheel bearings are a prime example. FAG or Timken will cost more and last for the rest of car life.
Empty Nester
A Captain in a Sea of Estrogen
1999-V70-T5M56 2005-V70-M56 1999-S70 VW T4 XC90-in-Red
Link to Maintenance record thread
A Captain in a Sea of Estrogen
1999-V70-T5M56 2005-V70-M56 1999-S70 VW T4 XC90-in-Red
Link to Maintenance record thread
Ed,
I recently had to RMA an aftermarket CAT when it kept tripping an efficiency code. I actually took it to a shop and had them verifty I had a bad CAT and not another issue, as I was expecting problems when I went to return it. Instead what I got was an outstanding customer support. Your specialist was knowledgeable and worked with me to keep me on the Road. I paid for a new cat and you shipped it out so I could swap the Cats and then be refunded the purchase amount. The process was flawless, despite the fact that it took me a month to get the bad one back to you. The one area I have had problems with in the past was getting the correct part. I've never had a problem returning the incorrect part, but as I stated in my survey, getting it right the first time is important. My recent purchases have been spot on, but I've had only a couple of orders so its hard to say if you made improvements in accuracy. Thanks for the great customer service.
I recently had to RMA an aftermarket CAT when it kept tripping an efficiency code. I actually took it to a shop and had them verifty I had a bad CAT and not another issue, as I was expecting problems when I went to return it. Instead what I got was an outstanding customer support. Your specialist was knowledgeable and worked with me to keep me on the Road. I paid for a new cat and you shipped it out so I could swap the Cats and then be refunded the purchase amount. The process was flawless, despite the fact that it took me a month to get the bad one back to you. The one area I have had problems with in the past was getting the correct part. I've never had a problem returning the incorrect part, but as I stated in my survey, getting it right the first time is important. My recent purchases have been spot on, but I've had only a couple of orders so its hard to say if you made improvements in accuracy. Thanks for the great customer service.