5/5
posted Jan-12-2013
My order got slow during the Christmas season. A front driveshaft for a 01 dakota from rockford driveline.
I placed my order and heard no response besides the confirmation for a week. So I called the 1800 number and was greeted with a Human response within the first 2 rings. (very good). I asked about my order and asked for a tracking number. The lady said she would get down to the bottom of it and get back to me. Another half a week went by. No response, so I called back, again a fast answer and again she said she would get into it and find out what was going on. Well this time she did, somewhere along the line there was communication problems and the package was finally getting shipped. I didn’t pull down her email right away and called back and got a man this time. He explained the problems a bit, apologized and said to check my mail. I now have tracking and all is well.
While I am in a bit of a rush to get this part replaced I can understand the odd mess up, and can understand more when the shops that make the part etc are closed during the holidays. The 1800 number, fast human answer gave me a lot more trust that they were legitimate, and gave me more peace of mind after the first call.
The stock shaft I need to replace can be had at a local napa for the same price as the cost as the rockford shaft. The difference is the rockford shaft has two ujoints instead of the stock rzeppa joint.
Thanks to the free shipping, I'll only be having to wait.
So what can be done to improve here.
Maybe a little better order tracking/notification.
If an order hasn’t been sent out ship notification in 48-72 hours, send out a notification update to the purchaser, send a reminder to TWM staff and maybe even the supplier depending on the status of the order.
Reset that counter on anything un-shipped.
This way you don't have people in my situation calling wondering the status of their order and TWM has some kind of priority ring queue while dealing with supplier communication.
Otherwise they seem great and from the apology and all I'm sure they'll be trying to serve everyone better.
Sometimes things happen, that's life.
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![Share](javascript:share_rating({"review_body":"My order got slow during the Christmas season. A front driveshaft for a 01 dakota from rockford driveline.<br><br>I placed my order and heard no response besides the confirmation for a week. So I called the 1800 number and was greeted with a Human response within the first 2 rings. (very good). I asked about my order and asked for a tracking number. The lady said she would get down to the bottom of it and get back to me. Another half a week went by. No response, so I called back, again a fast answer and again she said she would get into it and find out what was going on. Well this time she did, somewhere along the line there was communication problems and the package was finally getting shipped. I didn\u2019t pull down her email right away and called back and got a man this time. He explained the problems a bit, apologized and said to check my mail. I now have tracking and all is well. <br>While I am in a bit of a rush to get this part replaced I can understand the odd mess up, and can understand more when the shops that make the part etc are closed during the holidays. The 1800 number, fast human answer gave me a lot more trust that they were legitimate, and gave me more peace of mind after the first call. <br><br>The stock shaft I need to replace can be had at a local napa for the same price as the cost as the rockford shaft. The difference is the rockford shaft has two ujoints instead of the stock rzeppa joint.<br>Thanks to the free shipping, I\u0027ll only be having to wait.<br><br><br>So what can be done to improve here.<br>Maybe a little better order tracking\/notification.<br>If an order hasn\u2019t been sent out ship notification in 48-72 hours, send out a notification update to the purchaser, send a reminder to TWM staff and maybe even the supplier depending on the status of the order. <br>Reset that counter on anything un-shipped.<br>This way you don\u0027t have people in my situation calling wondering the status of their order and TWM has some kind of priority ring queue while dealing with supplier communication.<br><br>Otherwise they seem great and from the apology and all I\u0027m sure they\u0027ll be trying to serve everyone better.<br>Sometimes things happen, that\u0027s life.","link":"http:\/\/www.resellerratings.com\/store\/Thewrenchmonkey_com\/review\/2272979#comment2272979","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/Thewrenchmonkey_com.jpg","store_name":"Thewrenchmonkey.com","username":"Emerica","rating":"5"}, "single");){kind=link}