Dealing with flaky "cottage industry" motorsports folks

Generally, how does one deal with a small business that has some equipment and a payment for work, but has become unresponsive after receiving said payment?

In my specific case, I sent the shocks from my Miata off for a re-valve at a well-known but very small operation. Said operation has something of a reputation for so-so customer response, but I contacted a couple former customers who had fairly good experiences, and received indications that the owner had improved response. I also spoke with the owner on several occasions and he seemed genial and helpful.

Basically the moment my credit card payment went through, he dropped out of contact. He stated he would mail the shocks back the day after payment processed, which was 3 weeks ago. Since the payment, I have received one message stating he was having "phone and email" problems, but nothing further. The seller is about 14 hours away by car. It would be cheaper to eat the cost of the shocks that to take a roadtrip.

I realize 3 weeks is not a lot to wait for parts. My issue is more the lack of information and contact from the shop, along with the discrepancy between stated delivery and actual.

For those "in the know" it may not be too hard to connect the dots and figure out to whom I am referring. I ask that we keep this non-specific if possible. If you want to discuss details, feel free to PM.

Small business, no operating capital, doing things too cheap, loses interest, got a real job? Lot's of reasons for this. How to "fix" it? Avoid in the first place. For specialty work, I suggest finding someone as close as possible. And all my customers are 1500+ miles away!

cwh wrote: How to "fix" it? Avoid in the first place.

On it!

Lesson learned for the future. I'm more looking for suggestions on how to manage the situation at hand.

You paid by credit card?

I would send an email (and a voicemail, if possible), stating that if you don't hear back within 48 hours you're disputing charges. (Hopefully his original estimated completion date was in writing?)

That will likely get their attention.

we deal with people like the one mentioned because most of the time they are cheap and a lot of times they are very good at what they do. we deal with a guy that rebuilds Duetz engines on the eastern shore of MD who is also a farmer we drop engines off to him and you dont know when you will get them back but when we do get them back they are done right at a fair price.

when you deal with "companies" like the one you speak you have to expect hic-ups as long as they dont take the money and run i can live with hard to get a hold of or no call backs if i am in hurry i find someone local and pay more thats all

even summit has told me they will call back and never do

I would leave a VM that if you don't hear a status report in the next Xhrs, you are retracting payment. If that does not jog him to contact you - do it and then report him to the local authorities for fraud/theft.

Can I just ask the question of why, with the amount of given parts available, why you went this direction???

JMO here, but it looks/hears like trying to be "frugal" is backfiring on your timeline of impatience.

Where did you send the shocks?

I know I'm a cottage industry type.... the one thing I try VERY hard to do is stay in contact. In fact when I do business, I usually do all my work in the public forums. I also send updates.

On occasion, I'll get an email late on Friday, and I won't answer it till Monday... but that isn't with active clients, that is usually with potential(tire kicker) clients

oldeskewltoy wrote: I know I'm a cottage industry type.... the one thing I try VERY hard to do is stay in contact. In fact when I do business, I usually do all my work in the public forums. I also send updates. On occasion, I'll get an email late on Friday, and I won't answer it till Monday... but that isn't with active clients, that is usually with potential(tire kicker) clients

You're one of the good ones, then! I truly do not understand folks who think it's not a big deal to not have good communication.

If it is the same company I am thinking of it took me a lot longer than 3 weeks to get my parts. Terrible communication as well, it often took 2 weeks or more to get a reply to an email.

I feel like 95% of the companies I do business with, both professionally and privately, don't return phone calls, regardless of the size of the company.

Since have been doing my thing with the 944 steering shafts I have made it a point to email / call every one. A phone call does take time but you can cover so much more ground in much shorter a time on the phone and then follow it up with an "email of understanding". This has worked great for me. Customers in this day and age of instant everything seem to expect this. Hell I had one guy that seemed to want a play by play of the rebuild process of his steering shaft. I have had others that I have had absolutely zero contact after the first email. Now all that said 3 weeks is inexcusable unless he was taken ill or is in ICU.

How does one have email and phone problems in 2013?

Earthlink communications. They can give you both, at the same time

Chubby Kitty?

Per Schroeder wrote: Chubby Kitty?

That was my guess.

Some people just aren't communicators. Unfortunately, in situations like this where they can't/won't hire someone to take on those responsibilities, it makes it difficult to retain customers.

Lack of communication is the reason I landed the Boeing contract. The previous company wouldn't respond to phone calls and didn't have an email account. Kind of hard to imagine in this day and age.

car39 wrote: Earthlink communications. They can give you both, at the same time

Charter at our last house was pretty good at that, too. As an additional perk that tended to knock out the HD channels as well.

Per Schroeder wrote: Chubby Kitty?

That made me laugh. Reminded me of an old one of someone discussing a rumor - I think it may have been someone on staff, or maybe Howard Duncan - "I can't say who, but it rhymes with choke-a-llama....."

EvanB wrote:

Per Schroeder wrote: Chubby Kitty?

That was my guess.

Mine as well.

davidjs wrote: You paid by credit card? I would send an email (and a voicemail, if possible), stating that if you don't hear back within 48 hours you're disputing charges. (Hopefully his original estimated completion date was in writing?) That will likely get their attention.

This. I think you only have 30 days to dispute the charge. Hustle up, buttercup.

Swank Force One wrote:

EvanB wrote:

Per Schroeder wrote: Chubby Kitty?

That was my guess.

Mine as well.

I don't think it is him. Sounds more like another shop.

poopshovel wrote:

davidjs wrote: You paid by credit card? I would send an email (and a voicemail, if possible), stating that if you don't hear back within 48 hours you're disputing charges. (Hopefully his original estimated completion date was in writing?) That will likely get their attention.

This. I think you only have 30 days to dispute the charge. Hustle up, buttercup.

Good to know! I will double-check the limits and get a move on.

For those speculating: not Chubby Kitty (gotta love the nom de guerre, though)