A few days ago I went onto the 4 Wheel Parts website and ordered what I thought was the right battery for my 2005 Jeep Wrangler, an Odyssey 34-pc1500t. The website has a feature that asks you to put in what type of vehicle you have and brings up the parts that should
fit. Well, for some reason it brought up the Odyssey 34R
-pc1500t battery and I ordered it. Unfortunately I didn't see or realize that the "R" stands for "REVERSE" as in "reversed" terminals and the terminals were the opposite of what they should be for a TJ. In effect, I had a 50lb paperweight because no way could I get the cables to hook up to the terminals if they were on the opposite side even if I turned the battery around.
I was told I could return it but would have to pay shipping out of my own pocket to send it back. This didn't please me because I put in everything into the website about my vehicle and this battery came up! It DOES NOT work with a stock TJ and shouldn't have come up. It does work for a JK but I don't have a JK.
Basically I just wanted to get a UPS label sent to me so I could ship this battery back to 4 Wheel Parts and exchange it for the right battery but not have to spend my week's grocery money doing it. I didn't even want my money back, just an exchange. The nearest 4 Wheel Parts store is 400 miles away so taking it to their store wasn't an option.
I was told by the customer service rep that it wasn't uncommon for this to happen and if I'd made the sale through a call they would cover the return shipping but since I did it online I was SOL. I felt a bit miffed about that since their search engine was obviously flawed and now I was the one who was being penalized.
I saw here that Tom Schnarrenberger represents 4 Wheel Parts and does his best to help out forum members by giving forum discounts, as well as troubleshooting problems. He genuinely seems to care about helping people out so I wrote him an email telling him of my problem. I sent the email out late last night and by 10 am this morning, Tom emailed me back and sent me a return label so I could ship the battery back without paying for it. AND he arranged to send out a the correct Odyssey 34-pc1500t battery at the same price (turns out it is listed $10 more than the "R" for some reason) and it was shipped to me within an hour and on it's way, which is good because the battery in my Jeep is pretty much dead right now.
I just want to thank Tom for for working with me, getting back to me so quickly and helping me out. I've been in motorsports for the past 20 years and have bought and sold more parts over the years than I can remember and rarely have I found someone who gives such great service! I can't believe I could do something as stupid as order the wrong battery but it happens. Tom made that all go away and as a result I will continue to do business and buy parts from 4 Wheel Parts. I hope his employer recognizes this in him and gives him a big raise and bonus.
I just want to point out that it's easy to bitch and complain when things don't go right but it's just as important to give a thumbs up and a thanks when someone goes out of their way to help you out.
A big thumbs up and thanks to Tom! Again, my sincere thanks and appreciation for all you do.