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Frequently Asked Questions about Problems with Your Order

Although we often strive for perfection here at Pelican Parts, sometimes mistakes do happen. We have designed this section to help answer some of your questions about uncommon "messups" with your order, and how we resolve them. The answers to these questions have been compiled in response to comments and questions posed to us on our online survey. We hope that this section will help to answer some of your questions when things just don't happen to go 100% correctly.

Your website/salesrep said that the part was in stock. How come it took so long to ship?
I need a bolt for the inside of my Sportomatic transmission and I need it tomorrow. Why can't your salesrep or website promise me delivery?
Why can't I ship my package via USPS if it's over 5 lbs?
Why don't you guys offer some type of discount to BMWCCA or PCA members?
I sent an email to your customer support address a week ago, and I never got a response?
What about backordered items - never got mine, and I never got a notification to say that something was backordered?
Why does it take so long to answer the phone when I call?

Your website/salesrep said that the part was in stock. How come it took so long to ship?

When Pelican Parts was started, we decided to implement a method of inventory management called Just-In-Time delivery or JIT. The advantage of using this method is that we do not have to keep a large stock of parts on hand in our warehouse. This keeps our costs down (which we pass on to you), and also allows us to offer a huge selection of products to our customers. The downside is that very rarely, regularly available parts are found to be out-of-stock at our suppliers. Since we don't have the part on hand in our warehouse, we have to hunt for it to complete your order. This often results in a delay to the order.

We decided early on to distinguish ourselves with lower prices and a vast selection. The trade-off is that we are not able to guarantee speedy, same-day shipping. Through the use of technology, we are working to improve the turn-around time for shipping out orders, and we are also beginning to maintain a larger warehouse of common parts. In addition, we will be installing a new system in the 1st quarter of 2005 that will automatically inform our customers of delays to their order, and give them the chance to divide their order into multiple shipments.

I need a bolt for the inside of my Sportomatic transmission and I need it tomorrow. Why can't your salesrep or website promise me delivery?

In keeping with our theme of offering a very large selection of products, we have listed many dealer-only parts for both Porsches and BMWs. We believe that offering these obscure parts in addition to the common parts adds value to the customer by making Pelican a one-stop source for all your needs. Example: while many other vendors may sell just clutch packages, we additionally offer pressure plate bolts, shifter clips, and other obscure parts that would have normally required a trip to the dealer. Unfortunately, since some of these parts sometimes need to be ordered from far away (remote warehouses, or even Germany), their delivery time is somewhat unpredictable. Some of our customers have complained that we are much slower at shipping than our competitors, however, 99% of the time their order is held up due to one or more of these special order parts which our competitors won't even bother with. Again, we have made the conscious decision to offer these hard-to-find parts at the sacrifice of quick, same-day shipping.

Why can't I ship my package via USPS if it's over 5 lbs?

We currently allow only packages 5 lbs and under to be shipping using USPS Priority Mail. The way that the pricing structure is setup with the US Postal Service means that any package over 5 lbs begins to get costly, and shipping costs begin to vary quite a bit with respect to location and zip code. We have found that it is best to keep the weight limit below 5 lbs, and use USPS shipping for small orders. We do make exceptions for APO boxes and other areas that FedEx and UPS don't service. If you have a special request, please put that in the comments field of your on-line order.

Why don't you guys offer some type of discount to BMWCCA or PCA members?

We believe in offering low prices to everyone. Our prices are typically much less than our paper catalog-based competitors. We could raise our prices up to their level and then give everyone the discount, but we thought that would be inappropriate. Before shopping at one of our competitors with a paper catalog, we suggest you compare prices item-to-item.

I sent an email to your customer support address a week ago, and I never got a response?

We normally answer all email received at Pelican Parts within 24 hours, Monday thru Friday. If you haven't heard back from us, it's because either we didn't receive your email message, or you didn't receive ours. Spam has just about killed the effectiveness of email as a tool for communicating with customers. Spam filters installed at ISPs around the country constantly remove and kill off our responses to our customers - leaving them with a bad experience because they feel that their email was "ignored." In Q4 2004, we will be moving towards a web-based trouble-ticket system that will replace all forms of email, for communicating with our customers. This will ensure that we will receive all questions, comments, and complaints from 100% of our customers. Customers will be able to log into the site, and see our responses all in one place.

What about backordered items - never got mine, and I never got a notification to say that something was backordered?

Listing many special-order parts means that sometimes one or more of them will be backordered or permanently unavailable. In Q1/Q2 of 2005, we will be installing a new backorder tracking system that will allow our customers to interact with our ordering systems and manage their backorder status. Right now, if an item is backordered we label it as "Backordered" on the invoice, and then give the customer a phone call if and when the part ever comes into stock.

Why does it take so long to answer the phone when I call?

Like many phone centers, we try to staff at levels to support the needs of our customers at all times. Unfortunately, the phone queues can be very busy - at unpredictable times. Other times, the phone salesreps sit at their desks waiting for customers to call. It's very difficult to predict. We ask that if you are on hold for too long to simply leave a message in our general mailbox, or call back a little later. Sometimes there are many people in the phone queue, and then five minutes later, there's none. We try to offer the best customer support to all of our customers, so we do not typically rush phone calls.

 

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Page last updated: Wednesday, November 30, 2016 at 23:05:05