How crap is your local Autobarn?

[strutto]

Well I reckon they can all be useless and they can all be useful...

Prime example is the spark plugs mentioned above. Repco will gladly order them in if they don't have them and also keep a much larger range than Supercheap... Repco are usually happy to haggle with the price too.

But, Repco quoted me $46 for a Z200 fuel filter so I went next door to Supercheap and got one off the shelf for $9.99.

Autobarn have heaps of cool stuff but are hideously overpriced, especially given the excellent services of places like Greenline and K's Online Garage...

[JR]

Try Rockhampton Autobarn, I hear the guys there are really really friendly and helpful.

[red900ss]

Originally posted by Duncan

...

And Dino, I'm wondering about those good quality screws you mentioned in your first post :confused:

Duncan, I don't like the ones that end up with a cheesed up head when a bit of pressure is applied. It can be hard to drive them in and out if this is the case. The head needs to be hard.

[SKY031]

I have been a loyal customer of Dandenong (VIC) Autobarn for over 10 years, and they really look after me.

Everyone in there knows me, (if i go a week without a visit, they notice!) the staff are friendly, however, some of the younger employees don't have the knowledge that you'd expect.

(They should only be in the section that sells car seat covers!)

If there's something I want and can't get, they will order it in.

They will always go out of their way to find products for me.

However, it may take a few weeks for them to be able to get it in if it's something more complex than a fuel filter or some globes.

There are some things that are more specialised products, and as such, you need to look around, and can't bag out an autobarn store if they don't have a particular product on the shelf if it costs $700 per unit and they may only sell one per year.

Remember that we live in Australia, not Japan.

We are in a predominantly Ford and Holden oriented market, and as such, it's natural to expect that Nissan products aren't as easy to come by.

I have ordered a whole bunch of stuff and never EVER heard back from them.

Did you leave a deposit?

If you order products that they don't stock, then it is standard practice that you leave a deposit so that they know that you will pick it up, instead of them spending their own time and money to get the product in, and then have it sitting on the shelf collecting dust.

If you ordered products, get onto them about it.

If you didn't leave a deposit, then they have no obligation to you.

~K

[Leon.T]

I think my autobarn in sunshine is closing down.....ppl are going to supercheap more now, cos it's cheaper =)

[Rezz]

Originally posted by R31 Skyline Chick

If you didn't leave a deposit, then they have no obligation to you.

~K

... and thats exactly why people get pissed off with retail service standards in Australia... because shop staff don`t feel obligated to their customers...

If a customer wants something not in stock... you damn well pick up the phone and get it for them! And you get their Name and Phone number too! And when that part comes in, you call them asap!

If the part isn`t available, spend some time with the customer figuring out what could substitue!

:looney:Customers like that:looney:

[SKY031]

Not all shops are open 24/7.

Autobarn stay open late, and if you go in there and ask for a part, the best they can do is chase it up for you.

The place that they need to order it from may not be open.

They cant control that.

We have ordered lots of specialist parts through autobarn, and have never had a problem.

The longest wait was for a momo leather shifter boot, and it took 3 weeks to come in.

I don't think there's anything wrong with retail service in Australia, I think that if you want something, really, really want something, then it's worth chasing it up isnt it?

[95SKY]

But, Repco quoted me $46 for a Z200 fuel filter so I went next door to Supercheap and got one off the shelf for $9.99.

that would have to be a mistake there for sure 46 bucks for a commodore fuel filter.

[Zensoku]

Guys, it's great to see that you have opinions and experiences, both good and bad with the automotive retail. I have worked in automotive retail since 1998 and i can understand where all of the frustrations come from. On my days off, i often find myself visiting other parts stores like Autobarn, Repco, Bursons, Global, etc and i too experience terrible service such as lack of initiative to help out a customer and "go the extra mile" to obtain the bits that they are after. I see this all the time, even staff within my own store.

This is put down to:

1. Fast turnover of staff. (This happens in ALL retail and hospitality professions)

All i can say is that people come and go in this industry and often don't have enough time to fully learn and understand all aspects of the automotive industry.

2. Poor retail payrate. A shop assistant in automotive will often won't get paid much more than someone who works at Coles for example. For the income, not many want to divulge too much of their indepth parts knowledge to the public. It all comes down to making the sales at the end of the day. But for me, it's an enthusiast helping out another fellow enthusiast. RARE i know...

3. Dealing with the public. If you saw the amount of &$%#wits you had to deal with daily/weekly in retail, you'd understand why you wouldn't be too enthusiastic about helping the next person. I know that this isn't a good excuse, but, if all people actually had manners and some sort of respect for us trying to help them out, then we'd be more willing. We're only human.

4. Efficiency. It's all about the money $$$$ in the till. Take any advice with caution. I like to educate people on what their money is buying. Example: "Why pay over $42+ for synthetic motor oil for my Skyline?" I then explain why it is necessary compared to putting in a cheap mineral based oil will result in sludge buildup in oil feed lines, leading to turbo failure, because the oil's quality, grade and ability to withstand heat. Extreme example, i know, but i cringe every time someone buys the $7 SF rated oil into their brand new Holden, Nissan, Honda, etc, etc.

5. Costing. You see teenagers in retail because they are cheap to employ. simple as that. Make sure you talk to someone who knows what they're talking about, rather than walk out disatisfied.

Sorry, i've been dragging on here, but i had to get that off my chest.

It's simple, shop where you feel most comfortable. Whether that be Autobarn, Supercheap, Repco, Bursons, Cheapa, Global, etc.

Remember that not all of the staff in these chains are the same.

And shop around for the right prices too.

[strutto]

Originally posted by 95SKY

that would have to be a mistake there for sure 46 bucks for a commodore fuel filter.

Yep, thats what I said.. He double checked the price and wouldn't budge on it. The guy reckoned he owned a skyline too!

I'm not stupid. I knew it was wrong. So I went elsewhere...

I won't go back either due to the negative selling pressure I got at this particular Repco... EG: I want 6 x BCPR6ES. What are they for? My GTS25t. Oh, your crazy. You need these super dooper pentagonal unobtanium spark plugs with increased firing power and reduced weight @ 28 ea.. No I don't. I just need to change them more regularly... Bye Bye...

[cobo_11]

Just to clear up a few points;

There are at least 5 guys that work at the Autobarn I go to that have been there ever since I started going there. 4 of them are over 25 with the other being around 20. I have dealt with them all on seperate occasions, with only one of them listening to what I have to say (ie, came in for a specific part and wasn't told to try this insted or all that mumbo jumbo) and actually did provide a very good service. But that's where the buck stops, the rest of the guys seemed to have no idea and continually tried to disprove my reason for buying something. Now, I know I'm young (19) and people tend to think us youngins' don't know sqaut, but I research everything I buy to make sure it's what I want and will do what I want it to do. But the guys at this particular Autobarn seem to treat me like a school kid with no respect. I know every Autobarn isn't like that and I understand that the retail industry has high turnover and low pay, but it's no excuse really, if there are no customers, there is no business.

On the subject of orders; all up, the orders I placed and never received would of set me back around $600+. Now that might not be much to Autobarn as a whole, but it's a lot to me, and I would imagine that a decent part of their business comes from custom orders. Also, I was never asked to place a deposit, if I had of been I would have.

And no, I don't want this to become a anti-Autobarn thread, it's just my personal experience and others. I gave them HEAPS of opportunity to provide a decent service, one guy did, but if I can't rely on someone or something, then I won't be back.

Hope some of my babble cleared some things up :-)

[Rezz]

Originally posted by Zensoku

3. Dealing with the public. If you saw the amount of &$%#wits you had to deal with daily/weekly in retail, you'd understand why you wouldn't be too enthusiastic about helping the next person. I know that this isn't a good excuse, but, if all people actually had manners and some sort of respect for us trying to help them out, then we'd be more willing. We're only human.

I disagree there Zensoku, the customers are the ones with the money...

F*ckwit or not, they should be dealt with maturely... and their money promptly taken from them. Say a little "Enjoy the rest of your day!" and let them go about their business. They`ll be back, so rinse.. and repeat.

That separates the pros from the amatures.

[Zensoku]

Rezz, what exactly don't you agree with me with? The customer's being f%ckwits? (Not all of them are, just a minority, who spoil it for the rest of us)

I don't remember saying that i also reciprocated the negative attitude back at them...

Anyone who works in retail and has done the training will know that it's part of your retail certificates to learn how to "deal with problem customers". This is something that we do every day. I DO actually say what you quoted:

Say a little "Enjoy the rest of your day!" and let them go about their business. They`ll be back, so rinse.. and repeat.

But, in doing so, it shows good character to "bite your tongue" and hold back any smart-arsed remarks you would like to say back to them. (but, i still think it! )

I agree with you, it's the immature people who take things personally.

It's often the F$ckwit customers who have their own share of personal problems, hence the attitude... That's my theory...

[Zensoku]

oh, and yes, it's a standard contractual agreement these days that by paying a deposit, it binds you into paying the remaining balance on a special order. (Or forfeight a cancellation charge, if the goods have been despatched already)

That's our terms, which is fair i think.

If you want something, you have to pay for it. simple. There is nothing worse than ordering something for someone and going to the time, trouble and expense to order something in for a customer to find that they have changed their mind or found a cheaper price elsewhere.

That's why i encourage people to SHOP around. I know i do. I'm not ashamed to shop at another retail outlet other than my own, to get a better deal.

[Rezz]

I disagreed with:

If you saw the amount of &$%#wits you had to deal with daily/weekly in retail, you'd understand why you wouldn't be too enthusiastic about helping the next person.

What I meant was:

A professional will gladly deal with 10,000 f*ckwits in a row, and not let it affect their outlook. Total customer service. Nice.

Thats all...

[cobo_11]

Zensoku, I would of gladly paid a deposit for the items I ordered, but I was never asked for one, I had shopped around and found that Autobarn had the cheapest price without travelling too far, so I was commited to buying the items I ordered. But never heard back from them, and went it to check the status of the order and noone had any idea it had been ordered or even bothered to look it up. And still haven't heard anything to this day, some 2 months or more.

[Zensoku]

Cobo, you have every reason to be unhappy with their service... maybe you should have a quiet word with their manager to get things sorted. not only will you get what you want, but it will highlight a problem they might have, and this will benefit future dealings with them. either that, or shop somewhere else!

[cobo_11]

yeah I have been going to Repco lately, and only go into Autobarn when I know the exact thing I want. And they have a great deal more range.

It might be a good,as you said, to have a chat with the manager,

I guess business' learn somewhat from the bad experiences, I know the business I work for has, and they are grateful for it!

[Bleach1]

I have been working at an auto 1 in sydney on a sunday for almost 3 years for some extra cash. During the week i work as a mechanic (just out of apprenticeship). I think generally this particular auto 1 has been in business for fourty years and has mostly experienced full time staff, only 1 younger guy with not alot of experience but he isnt afraid to ask the other guys when he doesnt know something so he does well. The problem is that most of the guys who work there really only know about your car if its a commodore or a falcon. When i started working there people would come in and ask for brake pads for their supra or skyline and the guys would almost not believe the car existed and generally tell the customer they would have to ring the supplier during the week and find out the pad for them (this been a sunday couldnt ring on the spot), now when and import comes in they just send the customer to me and i try and find a part by looking up the part if say the same engine in a FTO is found in a Galant or when someone wants a skyline water pump selling maybe a VL pump and so on. The older guys dont have a clue. At the same time there are that many parts in stock and as i am only casual i have been asked for something and said we dont keep it in stock then the customer has just found it in the retail section of the shop. So yeah i **** up and look stupid quite often. I do only work one day a week though.

But yes, i do think that the service in these shops are generally quite bad. Most places as has been mentioned hire untrained staff or young people with very limited knowledge about car, also the parts manufacturers dont help. Most imports arent covered in 90% of parts catalogues which makes it a bitch. To do the job as a parts interperator you really need to be pretty cluey and have alot of experience to be good and chain stores simply wont pay decent wages. Hope i made some sort of sence. I ussually dont..

[Zensoku]

Bleach1, this is a common story you tell. Our junior casuals do exactly the same thing. It's lucky that there are at least two of us who know our imports quite well, where i work. My other co-worker drives a mildly modded 180SX and between us, we nut out most problems or listings we try to find for imports. It surprises most people when we can actually grab exactly the right filter, for example, straight off the shelf, without looking it up, for their R34 GT-T...

Times are changing for imports, it was once a dark art knowing what suits what for these great cars. It's a pity that the local manufacturers don't still totally embrace that people need parts for their imports. most parts still come ex-Japan.