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Old 10-11-2006, 01:35 AM   #1
nast
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Thumbs down Ridiculous 2.5 reman Block and bad customer service

I ordered a remanufactured shortblock from SubaruGenuineParts.com and picked it up a week ago (last tuesday). It was cheaper to have it ordered to Chaplin's Subaru in Bellevue and drive down to pick it up than it was to buy it locally from a dealer. So I drove down there to pick it up (around 2 hours each way) and everything went OK. When I got the motor back home I hadn't even taken it out of the back of my car and I noticed that the threads on the holes for 2 of the timing belt idlers were all buggered up! Ridiculous!

I emailed them back and they agreed to have a replacement shipped to their dealership and I could pick it up the following tuesday, a full week after I picked up the first one. I asked if I would be compensated at all for my troubles but she firmly said no.

Today I went back there to pick up my new block, and not only were the people there very rude but my new shortblock had a hole with an obviously damaged thread! Goodness gracious me! Who puts together this garbage?!

At first they said that they would try again and order a 3rd block. After discussing it for a while we agreed that this might be a waste of time seeing as how the next block could easily be damaged as well. I decided to just take this block as it has only one damaged thread versus 3 on the first one, and also the thread is for the AC mounting bracket (i think) and can be relatively easily accessed if it causes trouble. At this point I've simply wasted too much time and even if I have to pay someone to put a helicoil in I wouldn't care, I just want to be done with this.

So, if anyone here is thinking about getting a Subaru remanufactured block, be ****ing careful.
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Old 10-11-2006, 02:13 AM   #2
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Hmmm, that is not good at all.

I did a Reman SB for a Phase I EJ25 (EJ25D) back when Subaru first started to program, for my MY98 OBK. It was a a very viable option at the time because it had stuff installed already and saved time. So I was able to get my car back on the road. No problems whatsoever.

Sorry to hear about your misfortunes.

But on another note, don't you need to return your old block for a core exhange? If so, maybe it was a better idea getting one from BC.

-paK +1
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Old 10-11-2006, 08:33 AM   #3
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If the threads are messed up, how do you know the internals are in good shape? Doesn't sounds like there is too much quality control
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Old 10-11-2006, 09:21 AM   #4
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If it helps at all, SOA issued a stop sale on the blocks yesterday.
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Old 10-11-2006, 12:10 PM   #5
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Quote:
Originally Posted by hondaslayer View Post
If it helps at all, SOA issued a stop sale on the blocks yesterday.
So he's sitting on a suspect product?
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Old 10-11-2006, 12:30 PM   #6
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Quote:
Originally Posted by hondaslayer View Post
If it helps at all, SOA issued a stop sale on the blocks yesterday.

That's probably a result of my complaining. Jamie from SubaruGenuineParts told me that they're district something or other was coming out to have a look at my damaged shortblock.

That's good to hear though. I'm glad that they're actually doing something about this retarded mess. I wonder if there's still a chance that I can get a partial refund for all the trouble I went through?
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Old 10-11-2006, 12:35 PM   #7
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They should hook you up with a new shortblock with two in a row like that. God knows what else could be going on inside the block when something so obvious is overlookes.
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Old 10-11-2006, 12:52 PM   #8
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Here are the part numbers for the stop sale shortblocks, check and see if yours is one of them:

SOA450H100R1
SOA450H200R1
SOA450H300R1
SOA450H500R1
SOA450H600R1
SOA450H700R1

I doubt they did a stop sale over just one incident though...
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Old 10-11-2006, 01:34 PM   #9
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IIRC the rebuilds are handled by Cummins (although that may be the transmission)
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Old 10-11-2006, 03:01 PM   #10
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Quote:
Originally Posted by Kostamojen View Post
Here are the part numbers for the stop sale shortblocks, check and see if yours is one of them:

SOA450H100R1
SOA450H200R1
SOA450H300R1
SOA450H500R1
SOA450H600R1
SOA450H700R1

I doubt they did a stop sale over just one incident though...
Mine is an SOA450H200R1.

Yeah you're probably right about that... there must be a lot of similar complaints out there.
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Old 10-11-2006, 05:39 PM   #11
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Quote:
Originally Posted by nast View Post
I emailed them back and they agreed to have a replacement shipped to their dealership and I could pick it up the following tuesday, a full week after I picked up the first one. I asked if I would be compensated at all for my troubles but she firmly said no.

Today I went back there to pick up my new block, and not only were the people there very rude but my new shortblock had a hole with an obviously damaged thread! Goodness gracious me! Who puts together this garbage?!
yes we were rude indeed weren't we Chris.

Rude enough to supply you with an additional $20 in gas money
even though we were not obligated to do so in any way, shape or form.


Rude enough to have a technician rethread the one hole that was buggered up for you FOR FREE, on his time

You agreed to this course of action and took the block knowing the situation

Rude enough indeed... to make sure this never happens again
Trust me. It wont...

After getting off the phone with SOA yesterday,
they issued a stop sale on these blocks
it's got little to do with this particular case, but a lot to do with manufacturing.



Futhermore,
Next time, I would advise you order from Canada
Deal with Subaru of Canada.... not Subaru USA

It's not in good practice to requst to have items "will call picked up"
if you're not willing to drive to pick them up and/or return them
in case of an issue... and yes, issues do arise occasionally.



We were as suprised as our customer to learn of these issues.

We have contacted corporate, and our district reps to make sure this type of thing does not continue.

I'm not sure what more we could have done in this case


Jamie Thomas
[email]Jamie at chaplins.com
www.subarugenuineparts.com

**************
www.subiegal.com

Last edited by SubaruGenuineParts; 10-11-2006 at 07:20 PM.
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Old 10-11-2006, 05:50 PM   #12
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Well done Jamie.
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Old 10-11-2006, 07:25 PM   #13
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*golf clap* for jamie, as usual
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Old 10-11-2006, 08:46 PM   #14
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Quote:
Originally Posted by SubaruGenuineParts View Post
yes we were rude indeed weren't we Chris.

Rude enough to supply you with an additional $20 in gas money
even though we were not obligated to do so in any way, shape or form.
These blocks are not cheap. You would think that the manufacturer might check to make sure such a silly thing as stripped threads would not make their product unusable. This is a seriously embarassing problem that caused me a lot of stress. Out of all this I got an apology and $20 worth of gas. I don't have much faith in this product as it seems that it has been assembled by monkeys. I know you are not responsible for the problems that this block has but you're the one selling them. Couldn't you have gone to whoever you got the motor from and told them what a stupid bunch they are and possibly gotten me a bigger refund?

You don't seem to know how you were rude to me so I guess I can go into detail for you.

When I first arrived in the parts building you were doing something behind the counter while another guy was helping the customers. You guys looked busy so I didn't go straight to the counter but instead went to the shelf in front and started looking at some Subaru LSD fluid. After a minute or so the guy asked me if I needed any help and I said that I needed to speak to Jamie. He told me "she's not here". YOU WERE STANDING RIGHT NEXT TO HIM A SECOND AGO. I told him that I just saw you standing right next to him and I need to talk to you. He told me "she's busy". I tell him that I'm here to pick up an internet order engine block (previously I've been told that anything to do with internet order stuff absolutely has to be dealt with by Jamie). After a little more banter You come out with your arms in the air saying that the block is not here yet. You didn't say "I'm sorry the block isn't here yet and I don't know when it will arrive" you said "It's not here yet, I don't know when it will be here, it could arrive any time today, I can't help you." And there was definately no smile on your face. For whatever reason you were not pleased to see me at all.

Right up until we unvieled the second damaged block I felt like you were ignoring me and giving me the cold shoulder. I had to drive an extra 4-5 hours because you sold me a product with such an obvious and simple defect and this is how you treat me? But don't focus on that too much, even if it was only a half hour drive I would still be disgusted.

Somebody had to have assembled this block. How is it possible that they could have not seen those damaged threads? I think this really was assembled by monkeys. Never in my wildest dreams did I expect to find a problem as stupid as this on my new shortblock.

I don't expect you to be nice to me if I'm just coming in to buy parts. I expect you to be very nice to me and try to make me feel better (not just saying "oh, well, sorry about that, here's $20") when you or your product ****s up.



PS

your technician took 20 minutes or so to put a tap in there and he didn't even do a good job. the thread is still ****ed and I might need to have a helicoil put in at my expense. I don't blame him for trying, but he could have at least tried harder.

I took the block in it's present form fully prepared to put in a helicoil on my own because I simply cannot waste any more time with this nonsense. It just doesn't make sense for me to ask you guys to order in YET ANOTHER shortblock and wait another week when I can just pay someone up here to fix it in less than a day.

Last edited by nast; 10-11-2006 at 08:59 PM.
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Old 10-11-2006, 10:19 PM   #15
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Well you can always vote with your dollars and i know who I'm not voting for.
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Old 10-11-2006, 11:48 PM   #16
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Hello again

The facts are this
You could have refused the block
- We all noted "disgruntled" section of threads
- Yet you agreed to the technician repair as the resolution
- You took it as is - and you agreed to this - we made that very clear
- You had the choice to refuse the item and obtain your monies back
- Yet you refused.
We offered you different options for resolution including:
-a new block
- your money back
- repair the bugger'd threads


Honestly here - we saw and noted the issue
You knew there was an issue....

You did not wish to order another replacement part (which subaru would have disallowed)

You chose to have the threads re-tapped
If you had any doubts about the part in question what so ever,
Especially knowing that there was a history with this item,

You could have/should have left it as is
taken a full refund (which we offered) and searched for a different resolution

But you CHOSE not to do this.
And now you want to battle it out in a public forum
Um... well okay then


It was your decision
We made every effort to get you sorted and on your way once your decision was made.

Not much else to add I am afraid.

Subaru hopefully will resolve the manufacturing issue(s)
which apparently existed on this item.

Jamie Thomas
[email]Jamie at chaplins.com
www.subarugenuineparts.com

**************

Last edited by SubaruGenuineParts; 10-11-2006 at 11:53 PM.
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Old 10-11-2006, 11:58 PM   #17
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Chris -

Seeing as I was the one that referred you to her, I'd like to put in my .02, for what it matters. We both know that I work on the other side of the counter, the same side Jamie works on. I'm simply going to relate how it feels from the other side of the counter.

I want to say that I can understand your frustration with having to go through the trouble of travelling down there TWICE, and still not having a product which meets basic quality standards that we represent and sell.

Now, from the other side of the counter:

1. I've had enough experience to know that sometimes we can all have a bad day. It's easy to look from the customer side of the counter, and wonder why we can't always deal with a bright, cheerful, smiling person on the other side. I'd wonder what OTHER issues Jamie was dealing with when you first saw her on the phone. There are times where frustration levels get high enough, I take a short walk outside to calm down and regain my composure. I know that if I don't, I'll be short (or rude) to a customer, and that's NOT the kind of reputation that I can afford to make for myself.

2. We work with the customer. I know that on more than one occasion, I've gone to bat for a customer who has repeatedly received a poor quality product. Sometimes this is difficult when the customer is intent on blowing off his/her anger on us by blaming us...as if our shop in back was producing these parts. We get frustrated too...with Subaru (or Mazda, in my case) for sending us returns which were obviously damaged before they ever left the warehouse (probably why the were returned).

3. I'd bet that $20 came out of someone's pocket...not that they're going to mention that, but I wouldn't put it past someone to do that.

I'm not trying to excuse her behavior, especially since I wasn't there. I think what you saw was mis-interpreted, however. Sometimes we're just as upset with the manufacturer, and having an unhappy customer...which upsets us even MORE.

BTW, I've covered for my co-workers a few times in situations like this...because they needed a minute to compose themselves in dealing with a particularly difficult situation.

We're on your side, not only from a customer point of view, but to earn the respect and reputation for providing quality parts and service.

CN: She was probably frustrated, she let it show, then she pulled some $$ from her pocket because she felt bad for your situation.
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Old 10-12-2006, 12:19 AM   #18
nast
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Quote:
Originally Posted by SubaruGenuineParts View Post
Hello again

....

But you CHOSE not to do this.
And now you want to battle it out in a public forum
Um... well okay then


It was your decision
We made every effort to get you sorted and on your way once your decision was made.
Hello to you too!

I'm not battling this out on a public forum. I just thought other Subaru owners might be interested in my heart breaking story. I think it's pretty interesting that Subaru managed to send me two buggered up shortblocks in a row, don't you?

Yes, as I stated in my previous post, I need my car back on the road so for me the best option is to just have the threads repaired and never look back. Your tech did as much as he could and took his sweet time but I'm still not convinced that the threads will be alright. I think I can still see some crossed threads but I can't be sure until I try to install something. The threads are far from repaired, I'm pretty sure that took him about 30 seconds with a tap, maybe it took him more time to find the right tap for the job.

I'm not trying to battle you out of anything right now. I wasn't going to go into detail about how you and your dealership basically did nothing to console me over Subaru's repeated ineptness in shipping a shortblock worthy of actually being installed into a car.

I realize that the fact that the short blocks are damaged is not in any way your fault. As the retailer I think it is your responsibility to get angry at whoever you got the motor from because they're making you guys look bad.
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Old 10-12-2006, 12:42 AM   #19
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Quote:
Originally Posted by Roo View Post
CN: She was probably frustrated, she let it show, then she pulled some $$ from her pocket because she felt bad for your situation.
Thanks for responding Roo... that was well written and actually felt very calming to read.

Though I'd really like to believe what you say I'm just not quite there yet.

I'm pretty sure that the way I was greeted has a lot to do with the circumstances. I don't think she really believed me that the threads were damaged when I got them. I did send her some emails before hand asking if I would be compensated at all for my trouble. This may have been slightly premature considering at that point there was no way to prove that I hadn't damaged the threads myself. I think that she made the rest of the staff aware that she didn't want to talk to me. After she saw that the new block had yet more damaged threads I was amazed at how her mood changed. Suddenly she offered me $20, which I took as a slight apology. It would have been a nice gesture, but that works out to only about a 1% discount.

Now, $20 coming from her pocket really is a lot different than $20 out of the dealers or SOA's pocket. Though that's a bit touching but I really don't want $20 if it's out of her pocket. I want her to complain to whoever she got the block from, because selling this kind of product is simply not acceptable.

I don't have any ill feelings towards Jamie. I understand that she is just trying to do her job. I've tried to keep things as impersonal as possible.
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Old 10-12-2006, 12:44 AM   #20
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Any frustration from this particular situation or any other situation going on in that shop should not have been projected onto a customer.
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Old 10-12-2006, 12:44 AM   #21
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Quote:
Originally Posted by nast View Post
I wasn't going to go into detail about how you and your dealership basically did nothing to console me over Subaru's repeated ineptness in shipping a shortblock worthy of actually being installed into a car.
Dude, how did you expect to be consoled? Flowers and candy, and maybe a massage? Some people.
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Old 10-12-2006, 12:52 AM   #22
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Quote:
Originally Posted by carrman View Post
Dude, how dod you expect to be consoled? Flowers and candy, and maybe a massage? Some people.

Something like "Sir, we're very sorry this happened and understand your frustration. We are doing everything in our power and will make sure this gets taken care of as quickly as possible. I'm going to get on the phone with the reman. people and find out what the hell is going on, this is ridiculous and shouldn't happen." would have probably been more professional. (kind of makes the customer feel like you are on their side and actually give a damn)

I understand how situations can get blown out of proportion and get heated as it escalates from both sides. I deal with so many customers every day and can see mistakes I make sometimes, dealing with them. We all make mistakes though, and surely both of you will inevitably seema donna!
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Old 10-12-2006, 01:13 AM   #23
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Quote:
Originally Posted by carrman View Post
Dude, how did you expect to be consoled? Flowers and candy, and maybe a massage? Some people.

Yes I would have loved some flowers, candy and a massage. That would have been wonderful.
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Old 10-12-2006, 06:16 AM   #24
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Am I missing something here? Is this whole conversation about ONE misthreaded hole? Run a tap through it and call it a day.

-Mike
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Old 10-12-2006, 11:08 AM   #25
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Quote:
Originally Posted by BoostorLose View Post
Am I missing something here?
Yes

Quote:
Originally Posted by BoostorLose View Post
Is this whole conversation about ONE misthreaded hole?
No
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