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  #21  
Old 09-14-2017, 07:07 PM
TPICherokee's Avatar
TPICherokee TPICherokee is offline
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Join Date: Jul 02, 2001
Location: Gig Harbor, WA
Posts: 3,309
Quote:
Originally Posted by acct21

A fellow member ordered an engine through BJ's. The engine was apparently DOA, and BJ's has apparently failed to respond to them for months (nor have they addressed the allegations on these boards that they have been unwilling to help).

I heard this from another customer and couldn't find any post on Facebook or here regarding it, please send me the info
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1979 Cherokee Chief - 6-inch BJ's Off-Road Lift Kit, TPI Chev 350, 700R4 with NP208 and 4.56 gears, 35x12.50R17, Rhino Front End, J-Truck Rear Axle, GoMango Orange.
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  #22  
Old 09-14-2017, 07:59 PM
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billyrb billyrb is offline
BJ's Off-Road
 
Join Date: Aug 15, 2001
Location: Acworth, GA 30101
Posts: 10,030
Sorry for the delay in replying, somebody just sent me a link to this as I hadn't seen it. I'll go ahead and respond to each item that people have asked about below.

Quote:
Originally Posted by Distordera
What is up about Bj's? I have contacted them about previous bought items and items I am interested in buying but no reply.
Once I got an automated reply saying they will contact me in a few days.

It was the same for some years ago but eventually I got them to reply. Now I have waited for some 4 months and getting tired to wait.

Can I buy Jeep parts for export somewhere else? Bj's has some great parts but customer service is zero.
When you posted this we were closed for a week and a half long vacation. Even during that time though we monitored our emails and also our customer service message center on our website, as well as Facebook. Anytime you have a question or an issue, you can always email me at ryan@bjsoffroad.com, leave a voicemail at 253-320-7604 extension 103, send us a message through our Facebook page, send a message through our customer service message system on our website, or shoot me a private message here. I do my best to make myself available from around 7 a.m. until about 10 p.m. most days and throughout weekends as I can. Send me a message with your name or your order number and I'd be more than happy to look it up and give you a call.


Quote:
Originally Posted by SJTD
They can't have been on holiday for months. Somethin else must be going on with the OP.
We weren't on holiday for months, we are on the phone and on e-mail and on Facebook page all day every day, and spend quite a bit of time on the weekends replying to messages as well.


Quote:
Originally Posted by jeepman1
These guys owed me a refund on a part i bought several months ago and... crickets.
Shoot me a message with your name and or order number and I would be more than happy to look into it. It's hard to respond and some of these Forum posts until I know who the person is or their order number or their email.


Quote:
Originally Posted by babywag
Customer service/communication are not one of their strengths.

On occasion VM's, and emails are not returned or replied to.
Seems you have to email Brent/Ryan directly, or actually get a person on the phone.

I tried to get info on Katzkin seat covers a while back.
No response from VM, no response from asking question via site.
Not in a rush, but an answer woulda been nice.

Not the first time an inquiry has gone nowhere with them.
I'm sorry that you feel that way, but I make it a point to make myself available all day everyday and call everyone that leaves a message by the end of business every single day. I have posted my email address, phone number with extension and you can also reach me through our Facebook page, through private messages here and through our customer service message system on our site. I'm not sure how much more accessible we can be, LOL

Quote:
Originally Posted by acct21
A fellow member ordered an engine through BJ's. The engine was apparently DOA, and BJ's has apparently failed to respond to them for months (nor have they addressed the allegations on these boards that they have been unwilling to help).
Guessing you are talking about Gordon Bradford who is overseas. About a week ago somebody notified me that he had posted that he had been dealing directly with the remanufacturer, and apparently at some point he stopped receiving their emails, and unfortunately nobody called us to let us know that nothing had happened / moved forward. As soon as I found out I contacted Gordon and I also contacted the remanufacturer and got everybody on the same page. It turns out the issue was not due to the engine, but rather the failure was due to a vacuum leak from the intake that the customer had installed. After working with both the customer and the remanufacturer, they are sending him the components to fix the issue and he is satisfied with the results. As I tell people many times, if you ever have a problem feel free to contact me in any of the myriad ways available to reach me and I will always be more than happy to step in and do whatever we can to help.


Quote:
Originally Posted by ShagWagon
Bjs ive tried a couple of time and had order fulfillment problems and faulty products with no recourse, refund, apology, discount, credit, or satisfaction.
Shoot me a message with your name and or your order number and I'd be more than happy to look into that for you. In the past we have definitely struggled with being able to keep enough inventory on hand at any given time for certain items, which had slowed our ability to get some orders out. We just moved into a facility that is about four times the size of our previous space to help alleviate some of that, and to allow us to carry more products and get items out faster.


Another thing that I think is very important to mention is that if I'm on the phone with a customer, I will not put them on hold to answer another incoming call and put that customer on hold. We find it to be rude and would much rather give each and every customer the amount of time they need to answer any questions they have. I spend most of my day on the phone, on emails, and on our customer service forum answering questions, taking orders, canceling orders, modifying orders and offering free tech support, even when it is not related to a sale of a part. We do that as a service to our customers and sometimes that means that we can't answer every single inbound call. But if you leave a message before closing I will call you back by the end of business each day ( note that if you leave a message after closing, I will call you back the following day).

I'm frequently in the office anywhere from 30 minutes to 2 hours after closing each day responding to people. I also, as I am right now, replying to these messages on this forum at almost 10:00 at night. Let me know if there's anything else I can help you guys with
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  #23  
Old 09-15-2017, 06:52 AM
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Heavy_Metal_Thunder_81 Heavy_Metal_Thunder_81 is offline
Cherokee Outlaw
 
Join Date: Jan 10, 2006
Location: Central Valley, CA
Posts: 7,201
I've honestly never had an issue getting in contacts with BJ's. Be it phone, email, or the questions and answers feature on their site I have always gotten a timely response/answer/solution to my problem. The key is to remember that they are a very small company with a decent sized customer base, they get super busy. They may not be able to get to you "right now" but they will always get back to you. I've been a happy and loyal BJ's customer since '06 and I will continue doing business with them. Thanks guys
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  #24  
Old 10-02-2017, 04:33 PM
RamJetFSJ RamJetFSJ is offline
350 Buick
 
Join Date: Jul 18, 2001
Location: Carpinteria, CA
Posts: 875
I have had great luck w/ BJs. I appreciate what they do for our hobby, along with all the other small business retailers that carry FSJ gear. You might be able to get someone on the phone at Summit easier, but they wont have the FSJ part you need, nor know anything about it.
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