Bad Guys (So far): JapanParts
 

Hey guys,
I just want to voice my disappointment and get your opinion if i'm wrong in my expectations. I ordered a Mazdaspeed oil cooler kit from Japanparts, (worked out cheaper then Mazmart delivered to AUS). And unfortunately it came with bent fins due to poor packaging.
I have taken photos and emailed them to Japan-parts (Yuki) and the responses are unprofessional and at times very condescending. They are trying to tell me that it is normal for oil coolers and intercoolers etc to arrive with bent fins???

Correct me if im wrong, BUT I DON'T THINK SO!

When i buy a new product i expect it in 100% condition when it arrives, do you agree?

I will post up the email conversations if it serves this thread, but here is an extract of one

" have you ever bought intercooler or oilcooler before!?!? I mean NOT from over sea but even in Aus. Even the item is brand new, that happens a lot. I mean that's the normal things for intercooler or oilcooler. If you want to use the insurance, that's no problem at all but you'll still receive the same item. I mean you may receive better one but you may receive worst one. The item is NOT damaged at all."
You should talk and show the item to your car mechanic as seems like you don't know too much about those tuning things

Anyways let me know what you think i should do here, i really don't want to do an insurance claim if the seller thinks that it could be worse next time!!

I would say a few bent finds here and there are "normal", but those pics show a significant amount of bent pins. How was it packed for shipping? I am also curious on how the previous emails sounded, because the piece you posted sounds a bit hostile, but doesn't show if it was provoked or not.

Look, I deal with JP and have been good to me, but Oil Cooler fins and Radiator fins and Condenser fins can get marked or damaged very easily.

I even had them with OEM Mazda Australian imported parts from Mazda Japan in huge stock order crates.

Provided your MS Oil Cooler does not leak, I would suggest you get a small pointy nose pliers and a flat nail file and straighten those fins where you can.

It is not perfect, but, another one shipped to you may be similar or worse.

Thats why they make fin brushes

http://www.amazon.com/s/?ie=UTF8&key...l_2jqq95s6wc_e

Your welcome

Sorry to hear this. My experiences with them are 110% positive, but that's not intended to discount your own here. I can't believe how fast parts arrive here to the USA from Japan through them.

my experience with jp are always positive. and i agreed with Yuki that when it comes to stuff like oil cooler or Rad, u just need a bit of force to bent those fins, hell even my gf`s new 4 month old kitten can probably bent them. i had them ship a fiberglass bumper before and u know how easy they break, it came in 1 piece no damage at all.

you can try to file insurance, but what if its worst?

just straighten the fins urself.

Was waiting for someone to post this up?, have you ever used one of these miracle pieces of crap tool ever made?

Far easier ways to do this, that actually works.

I don't think you are being reasonable considering how far it traveled and how easy it is to bend those fins. Only a small amount are bent anyway. It's really easy to straighten them so do it and move on with life.

What is a Mazdaspeed oil cooler kit anyway?

Yeah I tried one once long ago, must have had a good one because it actually worked pretty well. Around the shop here we use a fairly dull pick and a lot of boredom.

:lol: When I put the new engine in I "refurbished" my factory cooler with 128,000 miles on it. I used a pair of flat tweezers and dull pick too :) My eyes were hurting and it took forever but it works like new now :)

http://www.flickr.com/photos/9krpmrx8/6146255860/

the cooler that we have ...

Oh. So just a stock passenger side cooler then, Gotcha.

Yep...
Aussie Series 1 Manuals (and Auto's) only had the one Oil Cooler.

Reading through my emails,

i could of most likely handled it better, tough week and was just frustrated (i hate when parts don't have sufficient packaging, the reason the damage occurred was the small plastic package with the screws etc was logged in between the rear bracket and the cooler fins)

Regardless i said i would post the conversation and i will:

Justin: the oil cooler has come with bent fins, I have High definition photos of the damage.
Japanparts: Thank you for your message. Yes, please send us photos of the damage. We will reply to you as soon as we inspect them.
Justin: i am very disappointing with the packaging when shipping was very expensive.
I hope we can resolve something quickly.

Japanparts: Thank you very much for your photos.
Unfortunately we cannot tell they are damaged during shipping or originally like that.
We often see NEW oil coolers with fins like that in various famous manufacturers,
not only Mazdaspeed..

Of course, you can make an insurance claim for damage.

Regarding making insurance claim, please note we are not beneficiary.
When they pay the insurance money (max.110% of the invoice value),
they will pay you directly.
So if you would like to get replacement, make an order again please.
Note the replacement might be same condition.

Justin (this is where i get frustrated): I ordered a new part, i did not expect any damage, these should be inspected by japanparts before shipping. If i wanted a damaged product i could of purchased second hand for half the price.

It is your responsibility to ensure that packaging is sufficient so the coolers do not get damaged in transit.

As the seller i believe it is your responsibility to make the insurance claim on my behalf? is this correct? (Was honestly not sure on this one)

If you have to put in a claim with your suppliers that is your choice, but if something isn't done on your end i will have to ask for a refund in full. //(In reply to the possibility that these came like this from mazdaspeed, then why ship them out//

Japanparts: Thank you so much for your reply. However, have you ever bought intercooler or oilcooler before!?!? I mean NOT from over sea but even in Aus. Even the item is brand new, that happens a lot. I mean that's the normal things for intercooler or oilcooler. If you want to use the insurance, that's no problem at all but you'll still receive the same item. I mean you may receive better one but you may receive worst one. The item is NOT damaged at all. You should talk and show the item to your car mechanic as seems like you don't know too much about those tuning things. The item is brand new and you still can use it without any problem.


The two lines in bold above are what really frustrates me, just seemed like all they cared about was losing the bottom dollar, i think customer satisfaction outweighs the profit.


And then i mentioned i would seek rx8club.com assistance, as i wasn't sure if i was supposed to expect damage on the coolers.


And a new email from Japanparts.com: If you would like to us to make an insurance claim on our side as you mentioned,
find attached POA, print it out, sign and post to us, please.
The insurance company here requires POA with your original signature to proceed the claim
on our side.

Post POA to following address

Support team
Japanparts.com
Tokyo GM Shokai

2-9-20 Kamiogi
Suginami-ku Tokyo 167-0043
Japan

Obviously all the pleasantries such as hello and regards were removed to save space in the post above.

i have read all good things about them, hence why i thought.. why not, give them a shot with something relatively inexpensive and that way i can gauge if i would feel comfortable ordering body kits etc from them.

They would most likely use a better carrier then japan/aus post in that instance, however without sufficient packaging i think the same would result.

Honest opinion here-

Your being a bit of an ass about this, I am sure you feel justified, but if I were in your place I would hope someone would tell me I was being an ass. Japan parts likely does not package the bits themselves, Mazdas suppliers do that and Japanparts really has no control over that, other than to remove each and every item from its packaging, repack, and then ship to you. This is of course very doable, however you will pay a very large premium for that care. A packet of screws shifting in transit sucks, but its not really carelessness on anyones part.
When you said poor packaging, I had envisioned an oil cooler and bits in a puffy envelope or a greasy torn thin cardboard box.
If I were you I would go out for an Oly or two and maybe even a laff with your mates, the first moth you slaughter on a winding road will do more damage than that packet of screws.

Japanparts has taken better care of me than a lot of US vendors... especially after I figured out a few of them were drop shipping my stuff from them....

I had a good experience dealing with Yuki and his support team. Keep in mind that as a supplier, they ship goods that are pre-packed from the manufacturer of the items, in this case Mazda. I'm sure they will handle your issue.

just opened the pics, you must be obsessively anal to make such a big deal over this, just straighten them out to perfection if it really matters that much to you and then take some deep breaths or maybe have a stiff drink or something

While I can understand your frustration, I really can, and frankly Japan Parts should inspect things like this which are fragile and make sure they are supported an packed correctly, I would imagine (buy not certain) that there is a separate person(s) who do the packing/postage/shipping, not the sales guys.

Next time I would suggest you demand they pack appropriately and inspect any delicate goods before shipping.

Remember, for OEM Mazda parts, JapanParts.com buy from a local retail Mazda Dealer.

right or wrong aside, just another example of what happens when vendors DON'T ACT PROFESSIONAL!

there is nothing unprofessional about being honest, this is the type of customer that most any vendor would just as soon be a pain in their competitors butt

I too only have excellent things to say about JapanParts. They bent over backwards making sure my order was delivered on time. FWIW Yuki is the person that helped me.

I just reviewed the pictures and think you are really being extremely anal. I was expecting a lot of bent fins.

+1

Being professional is a two way street, just because you are handing over money doesnt mean your right, and it doesnt mean you get to be an ass and act unprofessionally. If more businesses would fire their customers when they act like an ass. Many enthusiasts today act like their needs and demands are the only thing in the world that should matter to a vendor, and if the vendor doesnt take care of your needs you will throw a fit online. Well screw that- your a customer, and the vendor deserves your respect and understanding as well as your professional conduct.