I called NAPA Auto Parts headquarters today to try to find someone to talk with about something important. The person who answered the phone did not know what was up or down, it was like talking to a third grader. They asked what I wanted, I told them, and they could not think of anyone or department to forward me to. So I made a couple of suggestions, they put me on hold about 10 or more minutes, then came back, transferred me without any warning or explanation, and ended up with a dead-end leave-your-message recording. I called back again later, got another person, just as inept, and ended up on another but different leave-your-message recording.

It seems of you need to talk to anyone at NAPA that knows anything or is interested with anything related to their company or customers, you're probably talking to the wrong company.

Based on this experience I wonder if this organization is on the chopping block or is headed for trouble. Maybe some google-fu is in order.

It's disappointing because I like the brand, the general quality of their better lines of parts, and their nice retail stores.

I really don't get this one.

I haven't been to CRAPA in about twenty years.

Ordered steering linkage for a Suburban. It took them a week longer than was promised, but the parts finally came in.

I tried to stop by to get the parts on my way home from work, but the goofy bastards had turned off the lights and locked the door 30 minutes before closing time. I saw two of them on the other side of the door when I drove up, but they ran and hid as I was parking.

I would expect that kind of behavior from a pissy seven year old, not someone who was selling me $350+ in parts.

Would not recommend CRAPA to anyone.

What was the purpose of the call?

quote:

Originally posted by BoatsNbullets:
What was the purpose of the call?

To inform them that their online ordering system was broken, unable to fulfill any on-line orders using credit card as payment. I sent them a couple emails previously that went unanswered. I can imagine they are losing some retail sales revenue, since I had tried twice in as many months to order some parts for ship to store shipping, but it rejects all credit cards payments telling the user their cc information is invalid. I wanted to let them know that fixing that is very easy, and that by letting it fester they could be losing lots of sales that are going to their competitors, whose websites make it easy to order and pay for parts online.

I think the company is in trouble, I just read some stuff about problems in auto parts markets by the holding company that owns the NAPA brand.

It's too bad, since I like the brand, the parts, the stores, and their people. It's a real shame.

If all I had to do was tweak a parameter or two in a fulfillment software suite to accept a valid credit card, I'd fix it asap and increase my on-line retial sales revenue from literally zero, to something better than zero.

I don't get that.

The dingbats that work behind the counter aren't a whole lot better.

NAPA opened locally a few years ago.
I can’t speak to their corporate or web behavior, but…

First strike:
their operating hours seemed random at best. I never could catch them open.
Then they settled on a semi normal schedule for a bit.

Second strike:
I set up an account after being told I could save a little money by doing so. First parts I bought with my account were nearly 40% higher than list. We worked that out. But then so was my second order of parts. We worked that out as well
And I haven’t been back.

quote:

Originally posted by hudr:
First strike:
their operating hours seemed random at best. I never could catch them open.
Then they settled on a semi normal schedule for a bit.

Ours isn't open on the weekends. An auto parts store not open on Saturday? Sunday I can understand, but Saturday?

And yeah, their prices are ridiculously high. But, being the only game within about 90 miles, they get away with it.

So you called a billion dollar company to tell them that their on line order system was broken and they were losing money ? Somehow you were the only one that knew this ? I know you meant well but I'm pretty sure SOMEBODY there was aware of the issue . Why it wasn't fixed in a timely manner is anyone's guess .

quote:

Originally posted by wrightd:

quote:

Originally posted by BoatsNbullets:
What was the purpose of the call?

To inform them that their online ordering system was broken, unable to fulfill any on-line orders using credit card as payment. I sent them a couple emails previously that went unanswered. I can imagine they are losing some retail sales revenue, since I had tried twice in as many months to order some parts for ship to store shipping, but it rejects all credit cards payments telling the user their cc information is invalid. I wanted to let them know that fixing that is very easy, and that by letting it fester they could be losing lots of sales that are going to their competitors, whose websites make it easy to order and pay for parts online.

I think the company is in trouble, I just read some stuff about problems in auto parts markets by the holding company that owns the NAPA brand.

It's too bad, since I like the brand, the parts, the stores, and their people. It's a real shame.

If all I had to do was tweak a parameter or two in a fulfillment software suite to accept a valid credit card, I'd fix it asap and increase my on-line retial sales revenue from literally zero, to something better than zero.

I don't get that.

When I first read your OP, I thought, "Okay, maybe he thinks he's got a great million dollar idea for them and the person doesn't know how to process that kind of call."

But an online ordering system is broken? "Hmmm, I wonder if we have a department to deal with that kind of thing...."

And two people even!

Companies now are all about getting data to the top management eyes on a real time basis. I had one VP of Jamba Juice tell me he could tell what the weather was like just looking at his hourly sales.

When I've had problems like that, it tended to be on my own computer or in the connection between my computer and the company. When it was a company problem, I would see a message on line something like, "We are aware of xyz problem and we are working to resolve it as soon as possible." Or if I call the company directly, the person would know since customers have been contacting them.

But the two people not knowing how to route your call is strange. "Hey, who do you call when your phone or computer is working?" "Ummm, the IT department?" "Bingo!"

I used to work with a guy who was a serious car afficionado. He was into wintertime rallies on the Yukon River and stuff like that. He used to refer to NAPA as "No Auto Parts Available". I know whenever I went in there for something, the answer was usually "No, but we can order it for you and have it here in 2 days."

My local NAPA has been nothing short of outstanding for the 30+ years I’ve done business there.

We used to have 4 NAPA stores in town. We are down to one. Too far on the other side of town.

quote:

Originally posted by selogic:
So you called a billion dollar company to tell them that their on line order system was broken and they were losing money ? Somehow you were the only one that knew this ? I know you meant well but I'm pretty sure SOMEBODY there was aware of the issue . Why it wasn't fixed in a timely manner is anyone's guess .

No not at all. I asked them for contact information to their IT division or their contracting vendor, so I could talk to them about fixing it. I used the argument of lost sales to help them understand what was at stake, but it fell on deaf ears. Their retail sales website isn't too bad as far a online ordering goes, but it accepts no payment. It lets you put it in, but will not accept it, for a stupid bug that might be easily fixed with 30 mins of diagnosis, ten minutes of fixing, and 30 mins of routine admin for approval for release to production. So for an hour of work, they could fix their online retail fulfillment and compete directly with amazon and every other auto parts chain store in the country. I know NAPA has good stores and bad stores, but some of their parts are still better than I can find even in the better retail auto parts stores. For example I replaced the front wheel bearing hubs on my F150 after one of the sealed units burned up, and NAPA had a very high quality unit at a fair price that was much better quality than competing units I could find at Advance, OReilley, etc. The units I bought were better quality than a genuine Moog front wheel hub for the truck. So yea I like NAPA. Yea you pay a little more, but not that much more for better parts, selection, and much better stocking for the part you might need that other retailers may not have. At least the one of the NAPA stores near me.

We have 4 "parts stores " in my small western Montana town. 3 of them sell accessories { polish, oil and filters, shop towels, etc.} The 4th one has real car parts, NAPA .

Napa is no worse than any of the other auto parts stores in Missoula.
The phone conversation the OP described is typical of just about any large corporation, utility company or governmental agency nowadays. I figure if I have to call, it's a waste of time. Usually more expedient to stop payment.
It's a sign of our times. Everyone is "equal" so they don't have to try. No accountability because that would be "racist". Can't fire anyone because you will be sued. Besides no one will take deadbeat's place because everyone gets paid not to work.

There are family and small businesses across the country that are examples of American capitalism at its best. If you haven't run into them you're not looking hard enough. Next time you need something, don't call the big boys, do some research and take a chance on a small outfit that comes with a great reputation. You may be surprised. When I find companies and contractors like that, I put their business card in my file and give then my business. Generally speaking smaller is better, but there are exceptions. But to your original point, for sure, I'll give you no argument there.

quote:

Originally posted by selogic:
So you called a billion dollar company to tell them that their on line order system was broken and they were losing money ? Somehow you were the only one that knew this ? I know you meant well but I'm pretty sure SOMEBODY there was aware of the issue . Why it wasn't fixed in a timely manner is anyone's guess .

The Voice of Reason!

You prob missed my above response to this specific post by selogic. If you think that "somebody" is aware of issues, that's usually right, but not the right kind of somebodys who are in a position to change things. Some companies die on the throne of habit and status quo. Some functions of Government continue on that basis alone, even when "somebody" or "everyone" knows it's broken, it still may not get fixed if noone raises the obvious. It's like if someone is laying on the roadside that was just hit by a car, and no-one stops to help. Everyone knows about it, but help still doesn't materialize. Sometimes somebody is nobody.