Klutch
Well-Known Member
- Joined
- May 25, 2019
- Threads
- 18
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- 816
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- 1,006
- Location
- Colorado Springs
- Vehicle(s)
- 1986 Jeep Comanche, 2000 Jeep Cherokee
- Thread starter
- #31
Thank you for the reply. By stating, "while we are emailing", you are suggesting I chose to post on the forum instead of using the email chain. However, in that email chain your representative clearly stated the policy and that there was nothing further to discuss. This is what lead me to seek guidance on the forum.Hello, I am sorry to see your post here about our company while we are emailing. You are correct that we are a small business, and we strive to offer the top customer service that you expect from any business. We work to provide this service within the the necessary policies we have in place.
To address your concerns here, our system does not have the capacity to provide out of stock notes prior to sale; this is why we indiviually email customers promptly so you are aware of the delay and can ask any questions. You are also correct in that we recommended that part number for your Jeep. This should of installed seamlessly as it has on others. However, the mounting brackets did not line up for whatever reason (small package changes elsewhere can change the bumper unwittingly). Confirmed by photos, we did offer to exchange it at no cost with a return label to cover the shipping back.
Unfortunately, the fog lights were received with scratching out of the box as you can see in the photos. We can't speculate how this happened since we've never seen this happen during shipping, but we cannot accept product back as new to be restocked in this condition. The options we provided were either sending this set back to you to make this work within your Jeep -- possibly adding a bracket? Or we offered a deep discount to purchase the ones needed for your Jeep.
We understand that everyone will not always agree with our decisions; however, we try to be transparent when working with customers to provide the most options possible that stand by the policies that we have. While we offer concessions up to a certain point, these policies protect our business and the interests of all of our retail customers and partners. I am sure many of you have to make decisions as such for your companies or business.
We value being on the forums to connect with customers up close and so you can see inside the operations of a small business. We have to also ensure that our business is being properly portrayed while standing behind products and services we offer. Our customer service team is connected to the forums so everyone is aware when issues arise.
We are happy to assist with either of the above options or address any other concerns; please reply to the existing email chain you have with our manager for this.
At no point did anyone at Oracle suggest using or adding a bracket to make the fog lights work on my Jeep JT. Such a solution would have been fine with me.
I find it interesting that your return policy clearly states I must inspect the package upon receipt and immediately notify the shipping company if there is any damage. This leaves me wondering why Oracle does not follow the same guidance if they experience damage in shipping.
I cannot access my email account until this evening. I would be happy to continue the discussion there, but as I stated, I attempted to use that email chain and got nowhere. (To be clear, in no way do I intend to criticize the Oracle representative who contacted me via email. She was polite and professional. I understand she is merely following company policy.)
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