8-ish years ago, a dumber me purchased rebuilt AutoZone brake calipers for my '89 Raider thinking it was a good buy as I intended to keep the truck for awhile and they came with a limited lifetime warranty. All-in-all, after the core trade I figured it was $93.03 well spent.
Deep into my front end rebuild just this past February, I decided to cash-in on that warranty as one side had developed a rust booger on the piston which prevented the it from relaxing and the other side was not far behind. I went to the store, paid my $173.18 (calipers + core), waited, and exchanged the set and was reimbursed the the full charge of $173.18.
Fast-forward to late April. Me and a friend went down to the Badlands in Attica, IN for a weekend of wheelin' and campin'. As I walked out the door for the trip, I noticed a small puddle right inside the driver's side front wheel. In my mind, I wrote it off as grease dripping from all the new steering and suspension components and drove on.
Post Badlands excursion, at the campground I noticed a bit of drippage on the inside of the same wheel. I popped the hood and my smile became a smirkish frown - F'ing AutoZone. Upon closer inspection, there was a small trail of fluid coming from inside the caliper. I neglected to mention that the unit on the passenger's side had an odd-sized bleeder screw which really bugged the heck out of me if for no other reason that I had to go for an 8mm wrench when I bled the lines. <img src="/forums/images/graemlins/baby.gif" alt="" />
Quite aware of the situation, I limped back home. The next day, I re-re-ordered new calipers. Again, I put $173.18 on my card. Let's just say that from this point, and for the next few visits, it became apparent that AutoZone's suppliers were having some MAJOR quality control issues.
Most units were easily bad upon visual inspection at the counter: incorrectly installed piston boots, torn boots, cross-threaded bleeder screws, units that had been so corroded that you couldn't even read the numbers that were forged into them, calipers for the wrong model year, etc., etc., etc. I'd been back to the store 6, yes - SIX times before I got one caliper that I deemed acceptable. The other side had the corrosion problem.
It was at this point that a couple problems developed, though both myself and AutoZone were unaware of what they were and how they would affect the future: upon one re-order, two of the digits to my telephone number were transposed - this became my new warranty registration identification, and I was charged a full refund for one caliper, but only refunded a core charge for the other (which had to be re-ordered) though I provided no core. Furthermore, I was charged another $86.59 for another rebuilt caliper. I hadn't done the math, and with fifteen receipts in my hand I wasn't quick enough to go through it all at the counter, but for those of you keeping up I was now being overcharged by $46.54. I was already PO'd for having to return to the store so many times for defective units, the next day I would lose my temper.
INTERLUDE:
Somewhere around this point in time, I ventured to the company website and discovered at the bottom a little link that read "customer survey". As I followed it, I noticed that with every purchase, I was asked to plug in a specific string of numbers located at the bottom of my store receipts to let them know how my visit was and how they could do better. I had a code on every receipt and I filled out as many surveys, specifically (as would definitely become true in the future) my disgust with the management. I was sure that it would ultimately do no good, but at least I got to vent.
The next day, I wandered into the store to claim what would hopefully be the final rebuilt caliper. After being presented with it from the back of the store, I carefully spent a few minutes examining every boot, seal and threaded bolt hole to make sure it was usable. It was. I explained that this was a warranty refund exchange. What I was told next had me floored.
"No, it's not."
"Excuse me?!"
"You have no warranty for this part."
"Check the phone number."
[computer screen turned towards me]
"All parts for this item have been returned."
"Check the other phone number", referring to the phone number in Tennessee where I originally purchased the itmes.
"All parts for this item have been returned."
"WHAT THE F***!"
At that point the assistant manger stepped in and told me to leave the store for harassing his employess. Granted, I dropped the F-bomb in public, I can be crass at times, I did not tell anyone to "F-off" or "F-U!"
Sharing a brief exchange with the manager, he threatened to call the police. I said I welcomed it, because at this point I considered AutoZone to be stealing from me... and they were.
Long story short, the assistant mangers (and manager via telephone) went back and forth, consistently putting me on the defensive and treating me as if I were attempting to pull a fast one on me. At the least, I was able to get a refund of $86.59, but I also left with no rebuilt caliper, only my core in greasy hand with my stack of receipts.
As I walked out into the parking lot, a patron who was in the store very early in my exchange yelled to me. He had been sitting out in the parking lot to see what the outcome of my situation was.
"Hey! Amigo! Did they give you a refund?"
"No man."
"Don't let them do it esse!"
"No, I'm gonna have to take them to small claims court!"
"Good! I hope you get what's yours!"
"Thanks."
I wasn't alone.
Now ragingly pissed my only thought was building a case for small claims court. I headed home and laid all my receipts out on the counter and began to scrutinize every last one.
This is when I noticed the transposition in telephone number. Realizing that this meant that I still had a valid warranty, just under the incorrect number, I headed to the AutoZone on the other side of town to make an attempt. All I can say is that I was treated courteously, there was no problem at all. The guy at the counter even tried to call his manager (to no avail) so I wouldn't have to put any money up-front. Bottom line - I picked up the final caliper today, it was good, and I was treated well as a customer. I even got my $86.59 back without hassle.
I headed home and once again went through all the receipts to see how they totaled. I even printed out a running total of my credit card to follow the charges there. Yep, I was indeed missing $46.54.
Figuring there was no recourse for me, I once again began to ponder small claims court. Speaking on the phone with my father, he advised me to just walk-away from this one and take the loss. But that's not my style - I'm a fighter. I revisited the AutoZone website where they listed an 800 number for customer support. Feeling foolish, I called it. After keying in a few options it gave me a number for the regional office. I spoke to a CS agent who took my name, number, and sad story, and told me a district manager would call me. I figured, "yeah - right."
5pm, resolution:
My phone rings. It's the district manager. We briefly discuss my situation. I tell him that I'm short $46.54, I have the receipts and my bank statement to prove it. He says, "Fine, just go back to the store and they'll resolve it."
I say, "Excuse me, but the last time I was in that store I had a very bad experience with the management. I would sincerely not care to ever revisit that location if possible."
To which I get the reply"
That won't be a problem anymore. I replaced the management today. Speak to Kevin - he's the new manager. He will resolve this issue."
Dang. Did all my customer surveys really result in change?!
I drove over to the store, receipts in-hand and my highlighted bank statement outlining the issue. I was greeted by the A-hole assistant manager who almost called the cops on me the last time.
COMPLETE 180. He was apologetic, he was sincere, and he was understanding and willing to resolve the issue in my favor. What the?! Must have been told that his <img src="/forums/images/graemlins/butwiggle.gif" alt="" /> was on-the-line too! He was practically shining my shoes by the time I walked out with my $46.54. Even shook my hand and apologized as I left the store.
Moral of the story is: the only reasons you should walk through the doors at AutoZone are for
[color:"red"]A) Name brand oils and solvents[/color][color:"blue"]B) have a code checked or [/color][color:"green"]C) have a starter, alternator, or battery checked[/color]But take it from me - hell if I'm ever gonna set foot in those orange halls again.
F 'em! <img src="/forums/images/graemlins/smile.gif" alt="" />
-DougB <img src="/forums/images/graemlins/cheers.gif" alt="" />
P.S. If anyone from the Mitsu forum is local and wants them, they can have these rebuilt calipers. I'm putting the dual-piston calipers from an '01 Sport on mine! <img src="/forums/images/graemlins/lol.gif" alt="" />
(it was just the principle of the whole matter <img src="/forums/images/graemlins/wink.gif" alt="" /> )
