Has Stens gone stupid?

[PTmowerMech]

Rough hot day. Fed up with the way things were going. Like lay a wrench down, and it suddenly appears on the other side of the shop, type day.
So since stens apparently haven't updated their JD part numbers or something, I called to ask about this idler I pulled off a LA145. Thinking since I was frustrated, that I'll let them do the work. Since they're the professionals, right? Know the numbers off the top of their heads. Can find it quick and easy. Right?
There was almost nothing left of this pulley from the mower. The only real info I had was
1. JD Part number, which didn't match anything on Stens website.
2. The ID dimension. 11/16
3. And a possible dimension for what normally listed under "B" in their pulley diagram. About 1 7/8.

So CS lady gets on and I tell her what I've got. I also told her I found one I think might work, but I wasn't sure. Because the dimension of what's normally listed under B wasn't there. A, C, D, E etc etc etc. And I gave her the dimensions I had.

I swear to go, she says "Ok give me one second............... Well, I've checked google and it's not coming up with anything."
So I said did you check your inventory, using those dimensions?
She said "I can't, without the part number."

LMAO......OK, thanks bye. I miss the old days when you could hang up on people with a loud slam of the phone.

Sorry for the rants. It's a hot son of a gun out there. And lousy customer service makes it hotter.

 

[Hammermechanicman]

Rough hot day. Fed up with the way things were going. Like lay a wrench down, and it suddenly appears on the other side of the shop, type day.
So since stens apparently haven't updated their JD part numbers or something, I called to ask about this idler I pulled off a LA145. Thinking since I was frustrated, that I'll let them do the work. Since they're the professionals, right? Know the numbers off the top of their heads. Can find it quick and easy. Right?
There was almost nothing left of this pulley from the mower. The only real info I had was
1. JD Part number, which didn't match anything on Stens website.
2. The ID dimension. 11/16
3. And a possible dimension for what normally listed under "B" in their pulley diagram. About 1 7/8.

So CS lady gets on and I tell her what I've got. I also told her I found one I think might work, but I wasn't sure. Because the dimension of what's normally listed under B wasn't there. A, C, D, E etc etc etc. And I gave her the dimensions I had.

I swear to go, she says "Ok give me one second............... Well, I've checked google and it's not coming up with anything."
So I said did you check your inventory, using those dimensions?
She said "I can't, without the part number."

LMAO......OK, thanks bye. I miss the old days when you could hang up on people with a loud slam of the phone.

Sorry for the rants. It's a hot son of a gun out there. And lousy customer service makes it hotter.

 

[Hammermechanicman]

 

[Its Me]

PTmowerMech feel the same way you do, can remember when you called in for parts they knew them and most places would not look in the large parts just go pick the piece out of the parts bin, done deal and priced right, so today they are supposed to be smarter than us, they have computers and probably a college degree, ordering parts and going to the local shops to get parts is a joke, I am 74 I think I don't fit anymore, with the price gouging and dumb A--es, I would love to see most business have to close and millions jobless may they may come to understand, I am considering to stop Lawnmower work cause of pricing, low quality parts, dumb people behind the counters, Joe​

 

[Auto Doc's]

Modern CS individuals are mostly under trained, inexperienced and overwhelmed by what they are hired to do. It's also happening at the shop level with modern so-called "parts specialist's" and "technicians" as well.

Apathy is taking over all aspect of the repair industry.

 

[PTmowerMech]

View attachment 71343View attachment 71344

Thanks man. I found everything I needed yesterday. I was just brain tired and hoping the Stens lady would solve this one last issue. I felt like I was more of a "parts specialist" than she was. lol

 

[PTmowerMech]

PTmowerMech feel the same way you do, can remember when you called in for parts they knew them and most places would not look in the large parts just go pick the piece out of the parts bin, done deal and priced right, so today they are supposed to be smarter than us, they have computers and probably a college degree, ordering parts and going to the local shops to get parts is a joke, I am 74 I think I don't fit anymore, with the price gouging and dumb A--es, I would love to see most business have to close and millions jobless may they may come to understand, I am considering to stop Lawnmower work cause of pricing, low quality parts, dumb people behind the counters, Joe​

I always joke with the kids at the automotive parts stores when they start asking all those questions about the vehicle I'm ordering parts for. When I've given them everything, I always throw in "And the antennae is on the right."

What was confusing was that this used to be a V pulley. Without my glasses on, it didn't look like a V pulley.

 

[Hammermechanicman]

While we all want folks on the phone to be like the old guy behind all the books at the local auto parts store it just can't be that way. The stens catalog has many thiusands of parts in it and the only thing a CS rep has access to is a computer and they can't be an expert at every item in their catalog. You should see the dip$h!t$ that come into the JD dealer with little to no information about their mower and expect the parts people to magically know what they need. Before we throw people under the bus spend a few days in their shoes answering the phone.

 

[PTmowerMech]

While we all want folks on the phone to be like the old guy behind all the books at the local auto parts store it just can't be that way. The stens catalog has many thiusands of parts in it and the only thing a CS rep has access to is a computer and they can't be an expert at every item in their catalog. You should see the dip$h!t$ that come into the JD dealer with little to no information about their mower and expect the parts people to magically know what they need. Before we throw people under the bus spend a few days in their shoes answering the phone.

They should know how to look up their own parts better than us.

 

[ILENGINE]

While we all want folks on the phone to be like the old guy behind all the books at the local auto parts store it just can't be that way. The stens catalog has many thiusands of parts in it and the only thing a CS rep has access to is a computer and they can't be an expert at every item in their catalog. You should see the dip$h!t$ that come into the JD dealer with little to no information about their mower and expect the parts people to magically know what they need. Before we throw people under the bus spend a few days in their shoes answering the phone.

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.