Valley Auto Parts, Swords. An extraordinary morning

Eric318

Valley Auto Parts, Swords, 2 Dec 06

I was delighted a couple of weeks ago to discover a small auto parts shop in Swords, much closer to home than Halfords in Coolok and with a friendly mom & pop feel to it. Lately, I had been on the prawl for bits to improve the lighting on the MGB and 2 sets of registration plates now that I finally have my Irish numbers for the MGB and the Jag.

So 2 weeks ago, I entered Valley Auto Parts, Swords, and asked them if they did plates for classic cars. They showed me aluminium embossed plates, silver on black that I felt looked too "antic" for a 75 MGB and a very modern looking 75 XJC. So I passed.

Last Saturday, I went back to the shop and bought a relay and two halogens bulbs for about €20. On the way out of the shop I paid more attention to a large panel outside showing samples of various types of acrylic registration and custom plates. A couple of them looked exactly like what I wanted. I enquired about the prices, took notes and went my merry way.

In the afternoon, I wrote down a precise description of the plates I needed:

- 2 black acrylic plates with silver letters (as per sample) with ZV XXXX standard size €35
- 1 regular white plate with black letters with Europe and Irl logos with 75 - D - XXX €12
- 1 custom size (302mmx154mm = US format) white plate with black letters with no border or Europe and Irl logos, just plain €20

I returned on Sunday and placed my order, handing over my explanation sheet where the guy added a few notes and a cut out of the US format plate with the precision that plus or minus a few millimetres was OK. I paid a €34 deposit and went away, pretty happy to have found, good products and good prices with good customer service.

Today, sunny Saturday, I went back to Valley Auto Parts in Swords to collect my plates and pay the balance.

The man in the shop was not the one I had talked to when I placed my order, but the one who had showed me the classic aluminium plates that I did not like, 2 weeks previously. Tall, strong fellow with very short hair and a short moustache.
"morning, I have come to collect my plates and pay the balance"
The gentleman hands over to me 4 plates tapped together, each individually protected under a sheet of tranparent plastic. Very professional job.

"errh, is there a Europe Irl logo on the black plates?"
"no there is not, it is not required for ZV plates"
"well, why do I see one then"
"no you dont, I tell you ZV plates dont have it"
"hmmm, why is it that my eyes tell me that there is one, look"
"well, close your eyes then and you wont see it"
"I am sorry but this is not what I asked for. Same thing for the custom plate, I had clearly explained everything on a piece of paper last week..."
The gentleman grabs the plates and throws them in the bin
"give me your credit card"
I hand my credit card
"sign here"
"I dont understand, do you not want my money?"
"look, I am doing you a refund. You are costing us a lot of money, now get out of here"
"but, why can I not simply get the exact same plates as those that you have on display outside?"
"because these are samples"
"I DONT WANT YOU HERE, YOU ARE A BAD CUSTOMER"
me speechless
"look, you can be sure that the classic car community is going to know about this, this is appalling"
him sneering
"I am the President of Classic Cars Club, now leave"

I gave the guy my name and asked for his, saying that at least, if something should come back to him from my side, he would know where it came from. He, in turn refused to give me his name and went back into his shop.

We exchanged a few more sentences, all rather on the polite yet tense side of dialogue (I have NEVER been treated like this), but the words above where exactly those used.

I am shocked.

I dont know what you guys make of this. Was I unreasonable? Am I really a "bad customer"? Or is it right for me to feel that I was treated with contempt and lack of respect?

As a matter of principle, I am determined to not let this go unnoticed, but I wanted to check with my peers (you) first, what the general feeling is regarding this situation.

To the Moderators: I understand that given the nature of the post you may want to remove it to avoid negative escalation. This is fine with me. Yet, I endeavoured to give facts, not judgements. I would have no problem giving my money to this business if they provided me with the products I ordered with no further fuss, although of course, should there be an immediate alternative, I would choose the latter.

Abelloid

That sounds a bit unfair, they're only plates and if they can't get them right they shouldn't be selling them. Who supplies them with the plates? Go there instead.

Abelloid

On a kind of related note, I received an AXA customer discount card in the post yesterday
giving %15 of everything in Halfords

Eric318

Hey, Justin, can we place bulk orders via you ??

cxcully

Disgraceful stuff.You weren't wearing a Man U jersey by any chance?In all seriousness,I wouldn't go there on the basis of this.

Eric318

One of the ironies of this is that I would actually have taken and paid for the plates!!

I did not really mind the bits I did not ask for, but I never had a chance to get that far!! They went to the bin before I could even mentally process the situation.

In my experience as a foreigner in Ireland, this is the FIRST unpleasant person I meet in this country in 14 months of living here. A credit to you all people of the lovely Isle of Eire!! As an expatriate for 18 almost continuous years, I bow before you all for this, and express my awe as often as I can. My wife and I have decided to settle here for good, I suppose I will just have to do car auto parts shopping elsewhere

Silvera

Based on what you have posted above, I believe that you have been treated disgracefully in this instance!

What was the guy's problem? ........He obviously knows very little about 'customer service'.
And it all started off so well...when I began reading the thread I thought "great, finally a shop that can supply a variety of plates". But after reading the above, I would not go near the place.

I hope you have a better experience with the next motor factors!
(BTW, if you can't source the plates in Ireland, try Steve Frampton in the UK www.framptons.net)

Regards,
Silvera.

Abelloid

Eric318 wrote:

Hey, Justin, can we place bulk orders via you ??

No problem, as far as I know all AXA customers will receive one of these cards

http://www.axaplus.ie/halfords_index.htm

Eric318

Silvera wrote:

Based on what you have posted above, I believe that you have been treated disgracefully in this instance!

What was the guy's problem? ........He obviously knows very little about 'customer service'.
And it all started off so well...when I began reading the thread I thought "great, finally a shop that can supply a variety of plates". But after reading the above, I would not go near the place.

I hope you have a better experience with the next motor factors!

I would like to know if he really is the President of a Classic Cars Club and which one, so I can stay well away from it!

(BTW, if you can't source the plates in Ireland, try Steve Frampton in the UK www.framptons.net)

Regards,
Silvera.

I actually met with Steve's wife in the France some months ago through common friends . She directed me to his site. Last Sunday I turned down Steve's email saying that I was getting the plates done locally. Put my foot in my mouth on this one... Some backpaddling to do

Wishbone Ash

That's weird Eric318. I use that place regularly for (non classic) bits and pieces and always find them to be very friendly and helpful - especially the younger lad with the tight haircut.

Eric318

I agree, it is very weird. The first few times I went there the younger chap was very helpful, I really enjoyed the place and... went back.

I have no idea what happened to the older guy yesterday. As soon as I parked the Jag in front of the shop, the younger guy came out of the shop, didn't even look at me although I was trying to get his attention. I was left to deal with the other one... and all went south...

The bottom line is that 1- they advertise for products they cannot supply (black acrylic plates) and 2- whoever makes their number plates cant/does not want to read the detail of an order. There is not much a customer can do about that.

As for the attitude of the guy behind the counter faced with an unexpected situation, I figure he has a problem answering questions, admitting errors and negociating (honestly, had he given me half a chance, I would actually have bought the plates!!)... There might be some darker hypotheses to his behaviour (being a foreigner at times makes me paranoid...), but I dont want to go there.

I would have much prefered to have been told "we cant do what you are asking for" first time round, end of story.

ocj

Eric318,

Sorry to hear about your bad experience, sometimes you just get PR**ks like that.
I've only dealt with them once myself and wasn't really impressed.
The best auto factors in my opinion in swords is Fingal motor factors they are at the back of the Opel dealers and there is also another one around past eddie rockets, don't know much about this one.

As for Valley Auto Parts i'd stay away just for this.

MercMad

Well FWIW I have been dealing with this company for 20 years, never had any problems at all. It's mainly a father and son team, one or two others. When I went to get "ZV" plates made up, like you I picked from the samples hanging outside but they DID tell me that they could not guarauntee identical fonts !

So I skipped it !

As I said this is the sole place that I have bought parts for many years, but recently I questioned the costs of a few obscure parts as I felt I had recieved an erroneous price !

I checkled elsewhere and I was right !

I have been using Swords Motor Factors (David) which is literally around the corner, its the place that was mentioned at the back of Eddie Rockets. They keep a large stock, tend to be much busier (good sign) and they deal with a huge amount of trade customers (best sign)

3ps

Eric,

I have used them with no problem.

Just FYI there is another motor factor less than 100 meters away!

When you come out of the car park for Valley... you can go left/right along the main road in Swords OR you can take the turn off (straight ahead as you come out of his car park. About 100-200 meters on the LHS is Sword Motor Factors (which is actually Lusk Motor Factors under a different name). There are alot of building works going on around it.

I think there is ALWAYS an element of "lets make up a price on the spot" or "oh it'll be in tomorrow" (a few days in a row) in motor factors but there's no need to be treated like that

I wonder if the guy in Valley was just having a bad day and took it out on you? Perhaps he just had a fight with that younger fellow?

Seth Brundle

I googled "valley auto parts swords" - this thread is top of the list!

3ps

It could of course be the fact you are not Irish.

At the weekend I had a close encounter in my motorhome. A MASSIVE artic took some time to get around a 90degree bend in the middle of a village... with me coming the other way. It took about 5 minutes of manoevering for me to get through the remaining space.

When we finally got through (it was the artics fault!) some guy in built up traffic started giving us abuse!! I couldn't understand why.

Then I realised I was in a LHD..... he obviosuly thought we were foreign and felt justified in his abuse as a result.

Sad.

Wishbone Ash

3ps wrote:

I think there is ALWAYS an element of "lets make up a price on the spot"

I always get that impression when I go to Lusk Motor Factors. Like it's sister branch in Swords, there are no marked prices. You get a few things, the lads look at them, then look at the ceiling, then right and left and, hey presto, they come up with a figure. :eek:

As has been said already, Swords Motor Factors in very trade orientated which means standing around while the staff appear to be permanently on the telephones.

Valley Motor parts is expensive, I suppose, and it's mainly for accessories but everything is priced and it's much quicker if you're trying to get things done on your lunchbreak.

Eric318

I'll check Swords Motor Factors on Saturday!! I am all for supporting local businesses as opposed to the branded chains owned by faceless pensions funds and accountants (which I suppose Halford's is, although they do plates for €9.99 a pop and they are not bad at all).

Thanks for your input folks, it makes me feel better.

Incidentally, I just realised I could check Valley's trash can and may be pick up the binned plates Would that not be the cherry on the cake?? The more I think about it, the more I find that the faint Euro logo on the black plates was actually quite special and pretty...

Abelloid

Hello Google

Eric318

Found Swords Motor Factors. Very nice people, will go back there in the new year and spend my money on them!! Thanks for the tip.

corktina

if valley have an email address...send them a link of this thread.....several times to make sure the boss sees it...

Eric318

bah, may be this should be let to rest... New year, new people, lest focus on the positives

corktina

yah..the binmen probably ahve cloned your cars....

atlantean

As someone who works in a Motor Factors words fail me on this! We do number plates (just standard Euro ones) and from time to time things go wrong but that's life!

In your case you gave them detailed information so you should either get what you asked for or have been told why they were unable to supply what you asked for.

JustinOval wrote:

On a kind of related note, I received an AXA customer discount card in the post yesterday
giving %15 of everything in Halfords

I thought this card only applied to accessories? I got one in the post but didn't pay too much attention as I have a Halfords trade card anyway.

corktina

i applied for axa discount on my stens line tickets...the 12% came to 48c!!!!!

Eric318

atlantean wrote:

As someone who works in a Motor Factors words fail me on this! We do number plates (just standard Euro ones) and from time to time things go wrong but that's life!

In your case you gave them detailed information so you should either get what you asked for or have been told why they were unable to supply what you asked for.

Thanks Atlantean, this is also what I thought, and again, had the guy let me pondered about it for 2 minutes or given me a 5 Euros discount, I would actually have taken the plates... He just wanted to have me out of his shop at any cost... Anyway...

Today I went to the other shop and ... spent my money there. Very nice people!

atlantean

corktina wrote:

i applied for axa discount on my stens line tickets...the 12% came to 48c!!!!!

48c :eek: Must have been a bloody cheap ticket in the first place

Eric318 wrote:

Thanks Atlantean, this is also what I thought, and again, had the guy let me pondered about it for 2 minutes or given me a 5 Euros discount, I would actually have taken the plates... He just wanted to have me out of his shop at any cost... Anyway...

I find if you treat a customer right or in this case offer a deal at least from the shops point of view we can gut our losses and the customer, even though they may not have got exactly what they originally wanted go away whit something they can use and were not ripped off in the process!

I had a case yesterday afternoon when a customer came in for a set of Euro plates. I asked the number, wrote it down and proceeded to make the plates. I then charged the customer accordingly and off they went.

Then about half an hour later they arrived back with the plates. They had quoted the number incorrectly to me and so the plates were wrong. I said I would make up a new set for them but I would have to charge for them as it was not our fault, however I would only charge for one plate - i.e. give them the set for half price. They would not have this! They insisted on paying for the 2 plates a it was their fault!

In the end I only charged for one plate but at the end of the day everyone was happy and no doubt they will return again.

Same way as if I have time I will offer to fit a pair of wipers for people when they buy them off us. It's amazing how many people are delighted for this - only take's a minute but to some you would think I have given them the wipers for nothing!

Revelation Joe

3ps wrote:

It could of course be the fact you are not Irish.

At the weekend I had a close encounter in my motorhome. A MASSIVE artic took some time to get around a 90degree bend in the middle of a village... with me coming the other way. It took about 5 minutes of manoevering for me to get through the remaining space.

When we finally got through (it was the artics fault!) some guy in built up traffic started giving us abuse!! I couldn't understand why.

Then I realised I was in a LHD..... he obviosuly thought we were foreign and felt justified in his abuse as a result.

Sad.

Going OT a bit:
I had this in reverse last week.
I'm English and I live in Co. Galway. We went back to England via the ferry to visit friends etc and at a pretty complex junction coming onto the M25 I got into the wrong lane. I signalled, checked over shoulder and tried to manouevre into the right lane and as I did a Beemer came steaming up behind me (he was *really* going some!) and as I was already two-thirds into the move I had to carry on, forcing him to brake hard.
Anyway, the lights at the junction at the roundabout were red and he jumped out and started banging on my window, so I just wound it down an inch.
He was effing and blinding. 'You f'ing thick Paddy! Don't they teach you to f'ing drive properly over there! Why ain't you got yer tractor!' etc etc.
When he stopped for breath, I answered in my broadest Essex accent:
'You talking to me mate? 'Cos I ain't Irish! And even if I was, that don't give you any excuse to go off on one like that! Sorry I made a mistake but you were going pretty quick'
He was semi-rational after that...

Del

Eric318

I find if you treat a customer right or in this case offer a deal at least from the shops point of view we can gut our losses and the customer, even though they may not have got exactly what they originally wanted go away whit something they can use and were not ripped off in the process!

I had a case yesterday afternoon when a customer came in for a set of Euro plates. I asked the number, wrote it down and proceeded to make the plates. I then charged the customer accordingly and off they went.

Then about half an hour later they arrived back with the plates. They had quoted the number incorrectly to me and so the plates were wrong. I said I would make up a new set for them but I would have to charge for them as it was not our fault, however I would only charge for one plate - i.e. give them the set for half price. They would not have this! They insisted on paying for the 2 plates a it was their fault!

In the end I only charged for one plate but at the end of the day everyone was happy and no doubt they will return again.

Same way as if I have time I will offer to fit a pair of wipers for people when they buy them off us. It's amazing how many people are delighted for this - only take's a minute but to some you would think I have given them the wipers for nothing!

You are absolutely right. Business is not about making one sale, it is about gaining customers. In general in costs 5 times more to get a new customer through the door, than to get a satisfied one to return. Plus a satisfied customer will spread the word to her/his network. In this case you probably gained yourself a life customer for the cost (to you) of a plate and a smile... well done. Compare this to the "life time value" of this customer + the value of his spreading the word!!! I wish you all success!!

Eric318

Revelation Joe wrote:

Going OT a bit:
I had this in reverse last week.
I'm English and I live in Co. Galway. We went back to England via the ferry to visit friends etc and at a pretty complex junction coming onto the M25 I got into the wrong lane. I signalled, checked over shoulder and tried to manouevre into the right lane and as I did a Beemer came steaming up behind me (he was *really* going some!) and as I was already two-thirds into the move I had to carry on, forcing him to brake hard.
Anyway, the lights at the junction at the roundabout were red and he jumped out and started banging on my window, so I just wound it down an inch.
He was effing and blinding. 'You f'ing thick Paddy! Don't they teach you to f'ing drive properly over there! Why ain't you got yer tractor!' etc etc.
When he stopped for breath, I answered in my broadest Essex accent:
'You talking to me mate? 'Cos I ain't Irish! And even if I was, that don't give you any excuse to go off on one like that! Sorry I made a mistake but you were going pretty quick'
He was semi-rational after that...

Del

Jeez!!! I now have little patience for this kind of bull**** and I follow up like a terrier (once I had a very angry and drug-dealer-looking guy spinning a chain he had taken out of his boot after cornering my car, threatening to "f**k my face" in the middle of a traffic jam in Trafalgar Square on a Sunday afternoon: I was safely inside the Jag and onlookers were entertained for a few minutes...). You can report the offender to the police and they will actually prosecute for reckless driving, verbal assault and racist comments in public. This usually leads to a fine, an appearance in court with a couple of points of the licence. In Britain at least they take this very seriously and they have the CCTVs to establish some of the facts!!!

corktina

atlantean wrote:

48c :eek: Must have been a bloody cheap ticket in the first place



regrtably not...there are no cheap tickets on the ferries....online quote €230...quote via the AXA link..€229.52.....didnt get an answer to my querying it, not surprisingly....going irish ferries now....

atlantean

corktina wrote:

regrtably not...there are no cheap tickets on the ferries....online quote €230...quote via the AXA link..€229.52.....didnt get an answer to my querying it, not surprisingly....going irish ferries now....

That is just silly! I wonder could this come in under false advertising? Granted, it there was a special offer on or something I could understand but in this case 48C off a €230 price!

corktina

well, I imagine they would argue that I was already getting a discount as a regular customer and as an online-booker and that their standard full fare is what the 12% off is calculated on.I can only guess this as they never replied to me....

emma27

hey there
Il tell you my little experience that happened at valley motor parts. I ordered car covers for my car and didnt have the money on me so i payed a deposit of twenty euro.They said they would cost 90 euro in total. I said il be back in two days to collect them.
I went down anyhows , and brought my mum cos we were goin shopping after that. As i walked in the door I saw a set of the car covers I had ordered with a big luminious yellow tag saying only 60 euros. I thought thats grand saving myself 30. So up i went to the counter handed in the receipt and took out forty from my purse to pay them. ( By the way thay are father and son that work in that shop.). The two of them were standing behind the counter and as I was getting the money together the father ( with the tasche) mumbled something to his son. He came flying from behind the counter and went up to the front of the shop. I turned around, he was standing there beside the car covers then i turnrd back to the father............ I heard a ripping noise and thought to myself no way he couldnt have done what i think he has just done. I turned around again and yes he had taking the big 60 euro sign off the covers, left the shop altogether and with that the father turns and says to me.....70 euro please!! He was still charging me 90 euro.

I was in total shock and dumbfounded at what had just happened and like a complete dope I handed him the 70 euro and left. I just couldnt believe it. and what a f**king idiot I was to pay him. I couldnt believe they could do that cos I had been in there several times before and they couldnt have been nicer....well that soon changed my mind. I didnt say anything to my mum she was wondering all day after that what has you in such a mood?? To this day I havent even told my boyfriend cos he would kill me for bein so thick as to not say anything. Anyway. They are both two sleezy B**tards I wouldnt go near them again. I have felt like writing the the fingal independant about them I still mite do.

atlantean

€90 for a set of seat covers! Do you mind if I ask were they special in any way? What I mean is were they custom covers for a particular car? We do a set of covers for about on average €40! They are just ordinary front and back covers.

As for what you have just described with the sticker - It's just unreal!

3ps

sounds like this guys is losing money big time and has become desperate. feel sorry for him.

emma27

atlantean wrote:

€90 for a set of seat covers! Do you mind if I ask were they special in any way? What I mean is were they custom covers for a particular car? We do a set of covers for about on average €40! They are just ordinary front and back covers.

As for what you have just described with the sticker - It's just unreal!

hey there. no just ordinary blue velvet covers. They saw me coming! Wouldnt mind but they look poxy!

atlantean

emma27 wrote:

hey there. no just ordinary blue velvet covers. They saw me coming! Wouldnt mind but they look poxy!

It is hard to get a nice set of covers that look well on a seat IMO

mike65

I hope they browse boards or google the company name sometime.

Mike.