RE: Who's had a bad BLAU! experience

[Ed Kellock <EKellock@placemakers.co.nz>]

And now for the extended version.  My previous quip about Blau requires
that I make a full disclosure.

In early 1997, shortly before my move from Lansing, Iowa to Greenville,
SC, I decided to prep my cars for the transition and to finally buy a
few things I had been wanting for several months.  I called Blau, flyer
in hand, and placed an order for well over $700.  I gave them my address
and my credit card info and asked for the free baseball cap (free with
orders over $100 or $150).  Then I waited.  And waited.  And finally
called.  "Oh yup that went out the other day".  Waited some more.
Called.  "Can you put a trace on that?"  "Uh, well, uhm, let me check."
Another call or two. 
Each time I spoke to Jim, I had to remind him who I was.  Turns out, the
shipment went to Lansing, Michigan.  Great.  More days waiting to get it
rerouted to me.  Was curious where the error came from, was pretty sure
UPS wouldn't just blow that.  After all, that's their main thing, right?


So when I received the packages, all beat up and crumbled, (four cans of
Pentosin and a set of brake pads & rotors along with other miscellaneous
items in a single wall cardboard box with about a handful of shredded
newspaper for packing material... nice.)  I took a good look at the
invoice.  On the invoice, printed by Blau's computer plain as day, was
"Lansing, MI  29615".  Right city name, right zip code, but wrong state
abbreviation.  Oh and the zip code was crossed out with pen and the
"correct" but wrong zip code was written there next to it on the
invoice.  It was very obvious that the error was made by someone at
Blau.

All the while I dealt with them nicely, right up to my last phone call.
They refused to accept that they made the error.  Even after I faxed a
copy of the invoice with the crossed out zip to them.  By the way, the
invoice was attached to the package in one of those clear plastic
adhesive envelopes.  The "corrected" zip code was written on the paper
invoice.

So what Blau would have me believe is that someone at UPS ignored the
zip code in favor of a state abbreviation, then removed a paper document
from a sealed plastic envelope and altered it.  Then replaced the
document in a new plastic adhesive envelope, removing all traces of the
previous one.  NOT BLOODY LIKELY!

Oh and they charged me for the baseball cap too.  When I called about
that, they told me they would only give me a credit toward future
purchases.  Once again, NOT BLOODY LIKELY!   There will be no future
purchases by this consumer.

Benefit of the doubt is entirely exhausted after 2 or 3 phone calls.
New computer systems, new facilities, and busy days are not acceptable
excuses.  When you fuck up, own up to it and make it right or stay the
hell out of business.  Club membership or delicate phone manners should
not be requirments for a customer to do business with you.  I've dealt
with Linda at Carlsen too.  I quit only after I got several wrong parts,
was double billed for one shipment, and never received a UPS call tag as
promised 3 times, finally sending the incorrect parts back on my dime.
It had nothing to do with Linda's manner on the phone.  I just couldn't
accept the level of service.

If you're still doing business with Blau, all I can say is, it's only a
matter of time....

Ed Kellock
writing from New Zealand
10,000 miles from home and still feeling compelled to set the record
straight.