RockAuto - How to talk with a human

pseftoncomcastnet

Whenever practical, my Hudson parts come from club members. But, with that said, I buy garden variety stuff for the Commodore as well as major items for my family cars online from RockAuto. RockAuto once provided excellent telephone support for both order inquiries and even technical info. But since last fall they have migrated to the opposite pole. They now offer no real time live help by phone, email, or even online chat. Their customer service numbers refer you only to their website and do not offer any options for talking to a human being.

Recently I had a problem with a parts order that I could not resolve through the website. An hour of internet searching found tons of complaints from customers during the past few months, but no better contact information. I finally sent them a message through their Facebook page and eventually got a response from a person. It took longer than the few minutes the page implies to get acknowledged, but the person did fix my issue. While the person said that Facebook is not really the intended channel for customer service issues, it looks like this is the way to go when the website doesn't offer any options.

Peter Sefton
Alexandria, Va



   

KustomKreeps

I prefer Summit Racing. 
I mainly use  the live 24/7 chat support. 
Used it last night when I ordered my Spal electric fans  to price beat another shop who had them on sale. In the end I was able to get the fans $65 cheaper than the listed price.
other times when I was after something not on the site they did custom orders for me to get it in whilst still beating anywhere else online.
times I have asked tech questions they couldn't answer straight away they quickly say so whilst saying they will have an answer with in 24 hrs as they contact the supplier. Each time they delivered.
Once had a damage part arrived. Me being on the other side of the world I tend to send all my shipments to my freight forwarder. I normally build  up a pile of goodies before I release it to send to NZ. The batch the broken part was in took four months to get to me from the UPS delivery date to Kiwi Shipping. I opened up the suppliers box saw the flaw, took a pic and contacted live chat. They said sorry for the manufacture default and would send a replacement out straight away. no talk of your on the other side of the world so please pay extra shipping or its been over 4 months since you ordered it etc.

Kdancy

Highly recommend Summit Racing. They will price match and have an actual live person in the USA that you can talk to. Rock auto has become a pain to deal with.