Has Stens gone stupid?

[platefire]

Whenever I get a new mower I always look up the manufacturers exploded views of the complete mower on my PC that has an item number for
each part and in the column on the right has each Item number, part name, part number and cost. I bookmark that link. Armed with this information I find that most lawnmower dealers can go right to it, tell you if they got it or not.

Only problem is the local dealer prices is twice to three times more than what you can get it on line. A lot of times I'll pay the local price especially when I'm in the middle of of mowing job

 

[PTmowerMech]

And how many of the old techs could have a customer walk into the shop and say I need this part for my 5 hp Briggs and you could go to the shelf and pick up the part without model numbers.

Nailed it.

 

[PTmowerMech]

Whenever I get a new mower I always look up the manufacturers exploded views of the complete mower on my PC that has an item number for
each part and in the column on the right has each Item number, part name, part number and cost. I bookmark that link. Armed with this information I find that most lawnmower dealers can go right to it, tell you if they got it or not.

Only problem is the local dealer prices is twice to three times more than what you can get it on line. A lot of times I'll pay the local price especially when I'm in the middle of of mowing job

On my own mower, I have a file that I keep that sort of info in. Including an updated list on the parts I've replaced.
I used to do that with all my customers. It was tedious. But well worth it when they came back for repairs or warrantee's.

 

[Tiger Small Engine]

On my own mower, I have a file that I keep that sort of info in. Including an updated list on the parts I've replaced.
I used to do that with all my customers. It was tedious. But well worth it when they came back for repairs or warrantee's.

The point of this entire discussion is that customer service in general, has gone down. From fast food to freight and everything in between. Accurately has decreased, experience is lacking, attitude is not always good, and listening skills are not what they need to be. I try to spoon feed people when ordering parts in person or over the phone to speed up the process and increase accuracy. The days of good old fashioned solid customer service are often just a memory. When you do get good customer service, it stands out because it is not always common.

 

[Auto Doc's]

Hi, Tiger, Small Engine,

What is worse is when you walk in with the machine information and the actual part in hand and they say: "my computer does not show that this part goes to that machine".

Now you are debating with and idiot who has no clue, but they are quick to tell you that you are wrong.

 

[Hammermechanicman]

I was at a NAPA and the young girl store manager didn't know what a tapered roller bearing was and i showed her how to use the digital calipers and the difference between fractions of an inch and decimals in thousandths. Nice person but didn't have a clue about managing an auto parts store.

 

[PTmowerMech]

After I confirmed that the pulley I needed was a V pulley, it clicked as to why there was no B dimension. IMO, the parts person should've known this.

 

[PTmowerMech]

I was at a NAPA and the young girl store manager didn't know what a tapered roller bearing was and i showed her how to use the digital calipers and the difference between fractions of an inch and decimals in thousandths. Nice person but didn't have a clue about managing an auto parts store.

I sure miss my old parts girl at O'Reilly's. She came from Car Quest from back in the 90's. Sharp as a tack with parts & part numbers. I told her (jokingly) back then I wanted to marry her. And it's been a running joke for about 30yrs now.