Customer service rant and rear brake ??-Need advice

[XT700]

First the background on this problem. A couple years ago I placed a large order with one of the big vendors(I am not going to name them), included in this order were the complete rear brake setups for 76-77 big bearing rear end. I received the parts, looked in the boxes to confirm and put them on the shelf until I could get all the other parts together. Well that time has arrived and low and behold I have a beautiful set of brakes with 3/8 holes in the backing plates. As most know, 76-77 used 1/2 inch bolts. So I email the vendor and politely ask if I find a correct set of backing plates would it be possible to just swap all of the parts over and be good to go. Below are my emails and the vendor response.
January 22
Hello,

I realize this is a bit of a stretch but I received part #3105 76-77 Rear Brake Kit New from you approximately 3 years ago(Invoice #104028A dated 3/02/07) and unfortunately the backing plates have the wrong size holes. 1976 and 1977 used the larger 1/2 inch bolts to mount the backing plate to the axle, the set that I received has 3/8 inch holes hence they will not mount to the axle. It does not appear that simply drilling the holes out larger will work as the spacing is different. I'm wondering if I were to find a correct set of backing plates could I simply swap all the parts over to the new backing plates. If this is possible would backing plates from later years be the same or are the specific to 1976-77 Broncos. Thanks for your help with this. Obviuosly I should have checked more closely back when the parts arrived but I only opened the boxes to confirm the contents and then put them on a shelf until I was ready to install them. That day has finally arrived.

Thank you for your time.

Walt

Sales
to me

show details Jan 22


Walter,

I don’t know how it would have the wrong bolt pattern and/or hole size. They do not make those kits for anything else. They use the standard 76-77 Bronco backing plate. That will be the same for any 76-77 Bronco.



XXXX XXXXXXX

Walter
to Sales

show details Jan 22

XXXX,

Thanks for your quick response. I completely agree with your response but that does not change the fact that I have both a left and right with 3/8 inch holes which are incorrect for 76-77. I just pulled them off the shelf again to confirm and there is no doubt. My concern is can I switch the components over to backing plates that are correct for the 76-77 bolt pattern. It seems like that would work but I want to make sure before I purchase a set of plates.

Thanks, Walt[/COLOR][/COLOR]

After no response to the last email I sent this 2 weeks later.


Walter
to Sales

show details Feb 11

XXXX,

I guess at this point I am on my own?! Thought you might be a little more helpful as this problem is with parts that XXXX XXXXXX sent me. Not expecting that you would replace the parts but you guys are the experts and some guidance on what might make these part work for me would have been helpful.

Thanks, Walt

Have not received a response.

Of course at this point I am completely irritated about this whole thing especially since I have spent at least three thousand dollars with this vendor.

OK, sorry for the rant.

The question is if I find a correct set of backing plates do you think it will work to swap the components. I do have a set of backing plates off a 78-79 Bronco.

Thanks for any help with this.

Walt

 

[bax]

Well it looks to me like Wild horses no longer wants your business. You got a set of small bearing backing plates and needed a set of big bearing. Not too hard to figure out or fix. Your sale is old and they dont want to mess with it. Too much of a hassle for them. Find a set of big bearing backing plates and I think all the other parts will work. Find another vendor too.

 

[chris]

Pick up the phone and CALL THEM! %)

It's nice to have everthing in writing but this would probobly be handled better by calling. If you don't like what the first person says then ask to take it up with the owner.

 

[sprdv1]

Hope you get it worked out Walt.. Pretty sure like Bax said, get big bearing backing plates

 

[tasker]

might be able to find something for you as well Walt....feel free to pm me

 

[Mark]

Another vote for picking up the god-damned PHONE!
Relying on emails is the pussy way and easily ignored.
And be polite, it's not their fault it's 3 years old, packages I recieve say to check within 48 hours.

 

[XT700]

Bax, thanks for the info, guess I will tear into it and try to put everything on the big bearing plates.

As for picking up the phone, I have had better luck with email especially when I am looking for an answer that may require that someone check a Ford parts book. I feel much better having this in writing rather than relying on memory. The bigger reason for email is that on the phone I am apt to tell a person what a f%#@*& a&&#*@% they are for not taking care of the problem. With email I can review my response before I say something I will certainly regret.

Randy, think I have a good set of plates but will let you know if I need some.

Thanks, Walt

 

[XT700]

Another vote for picking up the god-damned PHONE!
Relying on emails is the pussy way and easily ignored.
And be polite, it's not their fault it's 3 years old, packages I recieve say to check within 48 hours.

Oh yeah, as for checking the package. I would guess I did that within an hour of receiving the package, noticing that the backing plates were wrong at that point seems a bit of a stretch!!%)

 

[tasker]

You got it....see you in May!

 

[zeeman1]

There seems to be more of these post than usual lately, I wonder if the vendors are just getting worn down by the economy. First thing that usually goes is the customer service...

 

[Devin]

Oh yeah, as for checking the package. I would guess I did that within an hour of receiving the package, noticing that the backing plates were wrong at that point seems a bit of a stretch!!%)

????

Sorry, but almost every package that I get indicates to check within a certain time frame (much less than 3 years). How is it a "stretch" to notice that the backing plates were wrong at that point? You noticed now, so why couldn't you notice back then?

 

[av bronco]

Ive done this quite a bit, hording parts untill I fianally get all the stuff to do the job and low and behold, about half the shit is so badly machined it wont fit, or wrong part or just lost.

 

[XT700]

This is going to be my last post on this subject, Bax was good enough to provide the info I needed(and figure out the vendor:-X). The only visible difference is that the holes are 3/8 inch versus 1/2 inch, my guess would be that I opened each box saw that it contained a backing plate, drum, and all the inner parts. When it gets to the point that we have to measure every part we are going to be in trouble. I will admit that at the time I was new to the world of Broncos and probably would not have realized the change in 76-77 backing plates. There is still no excuse for the vendor basically hanging me out to dry, I wasn't asking for free parts or any kind of compensation. Just a little tech information and I would have been happily on my way.

Thanks

Walt

 

[broncnaz]

Well it would seem that WH sold you a set of backing plates for a late 78/79 bronco or pickup as they went to the 3/8 bolt in late 78. But they only sell the 1/2" type but there supplier may have messed up and gave them the wrong one then you got it. I'm sure if the ecomony was better they might react differantly. As far as them giving you any advice to modify a brake part well I doubt they would do it especailly in a Email just to much liability.

 

[XT700]

UPDATED-Please read!! Customer service rant and rear brake ??-Need advice

Time for an update on this problem. A day or two after my last post to this thread I received an email from Wild Horses sent by no less than the owner himself Jim Creel. This in and of itself is surprising as the title does not mention them by name, it would appear they have someone watching this web site and keeping track of things that will affect their business. In this email Jim apologized for the answer I received to my initial question and wrote that he wanted to correct the problem by sending me a correct brake set along with a return service label to get the old parts back. As you can imagine I was quite impressed as I had been hoping just to have my questions answered. The new parts have arrived(and appear to be correct) and the old parts are on their way back to Wild Horses. What started out as a most frustrating experience was dealt with very quickly and efficiently and Jim assured me that he would take whatever steps he deemed necessary to prevent a repeat of the my initial experience with Wild Horses customer service.

This is the sort of service I had received from Wild Horses in the past and it is good to know that Jim Creel is still very concerned about providing great service. I have purchased the vast majority of my parts from them in the past and will turn to them first in the future.

Walt

 

[BroncoJAK]

Now you know how to handle any future problems. Trouble with WH contact Jim, trouble with BCB contact Chuck, with Duff's contact Suzy etc, etc, etc.;D

 

[fatboy]

Glad to hear that. Reading through the post you appear to be on the up and up all the way through, not naming anyone or asking for replacement. Nothing wrong on your part, it would be easy for many of us to make sure the part is there withpout knowing it was the wrong one. Also glatd to see a stand up vendor as well and this puts them high on my list for parts when I start to order.

 

[hdmc]

I'm glad to hear this . I was shocked when I read this post since everything I've bought for my bronco has come from wild horses . I keep going back because of the customer service it has always been great .

 

[jw0747]

Now you know how to handle any future problems. Trouble with WH contact Jim, trouble with BCB contact Chuck, with Duff's contact Suzy etc, etc, etc.;D

Contact them BY PHONE...NOT BY EMAIL...and the situation will get handled a whole lot quicker and more efficiently every time...

 

[av bronco]

WH, Toms, BC broncos all have great cust. service. Ive had them all go out of there way to keep me happy, spoiled me as to all other non bronco vendors.