Experiences with A&S?

[mieczkow]

Folks,

I have an issue with A&S Cycles and just wondered what people's experience with them has been as far as their internet service. I ordered a rebuild kit from them for my rear master cylinder ('87 K75S). Charge was $91 (roughly $71 for the kit, $20 for shipping/handling) - kit includes new piston, rubber dust cap, a few other misc. parts that come with the kit. I received it and installed it. When I put fluid back into the system it poured out of the cylinder body. Disassembled everything and checked everything out - compared the old and new pistons side by side. Looked a little different. Got out my vernier calipers and measured the piston diameters. Old piston - 13 mm, new piston 12 mm. Oh ho! Put old piston back in - no leaking, brake works. So I went to the parts fiche and checked and I see that there are two sizes of rebuild kits. These folks sent me the wrong kit.

I went to the A&S website and their "100% guarantee" - I have sent four e-mails to the address they have to let them know if there is a problem with any internet purchase and I have left two phone messages. I have not heard a word from them for a week.

Anybody have any experience dealing with these folks? Any advice on how to get their attention on this? I've never used them before and this is a little disappointing.
:dunno

[98lee]

Any advice on how to get their attention on this? is a little disappointing.


CALL THEM! Talking to a live person at ANY company ALWAYS gets better results than e-mail.

That's why they give you that nice 800 number:1-800-689-9893.

But if YOU ordered the wrong part NUMBER (internet order), I could see where the mistake was not theirs unless all you specified was year and model.


:dance :dance :dance

[WildBlue]

Folks,

I have an issue with A&S Cycles and just wondered what people's experience with them has been as far as their internet service. I ordered a rebuild kit from them for my rear master cylinder ('87 K75S). Charge was $91 (roughly $71 for the kit, $20 for shipping/handling) - kit includes new piston, rubber dust cap, a few other misc. parts that come with the kit. I received it and installed it. When I put fluid back into the system it poured out of the cylinder body. Disassembled everything and checked everything out - compared the old and new pistons side by side. Looked a little different. Got out my vernier calipers and measured the piston diameters. Old piston - 13 mm, new piston 12 mm. Oh ho! Put old piston back in - no leaking, brake works. So I went to the parts fiche and checked and I see that there are two sizes of rebuild kits. These folks sent me the wrong kit.

I went to the A&S website and their "100% guarantee" - I have sent four e-mails to the address they have to let them know if there is a problem with any internet purchase and I have left two phone messages. I have not heard a word from them for a week.

Anybody have any experience dealing with these folks? Any advice on how to get their attention on this? I've never used them before and this is a little disappointing.
:dunno

CALL THEM! Talking to a live person at ANY company ALWAYS gets better results than e-mail.

That's why they give you that nice 800 number:1-800-689-9893.

But if YOU ordered the wrong part NUMBER (internet order), I could see where the mistake was not theirs unless all you specified was year and model.


:dance :dance :dance

Um, he did?

[mieczkow]

A&S responded today and they will send the correct part with a return tag so I can send back the 12mm piston.

For the record I ordered by phone, not by clicking on the fiche - so it was their error.

"All's well that ends well" (W.S.)
:clap

[98lee]

Um, he did?

I would not consider "leaving a phone message" to be the same as or to be effective as talking to a live person.

Speaking to a live person requires them to give some sort of a response while you are still on the phone or at least tell you when you can expect them to get back to you with a solution.

Talking or typing to a machine is only a one way form of communication that slows down the resolution process. Even the most responsible customer service organizations respond faster to direct person-to-person contact than they do to letters, e-mail, voice-mail communications.


:dance :dance :dance

[WildBlue]

I hear ya, but what can you do if they aren't answering the phones?:dunno

Additionally, I have had good experiences using them in the past.:brad

[98lee]

I hear ya, but what can you do if they aren't answering the phones?:dunno



Call back (for free) during business (pacific time) hours?:dunno

I also have had no problems with them.



:dance :dance :dance

[tkbaker4]

I have had good experiences with them also. Fairly complete and easy to use website.
However,
They seem slow to ship and I found it irritating that my CC is charged when they receive the order, not when they ship the order.

[MLS2GO]

Got it about a week later than I thought I should, but they were very cordial and answered my questions on the phone.