• Report: #240028

Complaint Review: Auto-Zone

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  • Submitted: Wed, March 21, 2007
  • Updated: Tue, November 20, 2007

  • Reported By:Paradise Texas
Auto-Zone
1301 S FM 51 Decatur, Texas U.S.A.

Auto-Auto-Zone & Mgr. Matt Dillon DEFECTIVE Parts --- will NOT without paying for new replacement even when caught in emergency and jam because of defective part. Decatur Texas

*UPDATE Employee: You can't blame the store manager for doing his job.

*UPDATE Employee: You can't blame the store manager for doing his job.

*UPDATE Employee: You can't blame the store manager for doing his job.

*UPDATE Employee: You can't blame the store manager for doing his job.

*UPDATE Employee: would you do that?

*UPDATE EX-employee responds: You are not realistic, ypu did not use your common sense!

*UPDATE EX-employee responds: You are not realistic, ypu did not use your common sense!

*UPDATE EX-employee responds: You are not realistic, ypu did not use your common sense!

*UPDATE EX-employee responds: You are not realistic, ypu did not use your common sense!

*Author of original report: RESPONSE to Problem filed and Auto-Zone employee rebuttals

*Consumer Suggestion: What's the big deal about returning the part, or fronting the money?

*Consumer Suggestion: here is the info on AZ headquarters

*UPDATE EX-employee responds: the manager on duty followed company policy

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Auto-Zone sells DEFECTIVE parts and will not even replace them without customer having to purchase a new one first, remove the defective part and then return the defective part for a refund -- not even when customer is caught in an emergency and jam situation BECAUSE of the defective part. Mgr. Matt Allen "claims" it is Auto-Zone "policy". Everyone KNOWS policies CAN be broken and bent to help a customer in these situation IF they choose to do so.

I will NEVER buy another dime's worth of anything from Auto-Zone for the rest of my entire life and I don't care if they were the LAST place on the face of the earth selling parts. They have permanently and forever LOST my business and I own 5 vehicles.

I STRONGLY RECOMMEND that vehicle owners take whatever effort necessary to FIND another Auto Parts business to buy their parts from~!!! There's plenty of them around. Most may be a few cents or dollars higher, but I just bet the service is better. ANYTHING even remotely akin to "real service" beats the H*ll out of what Auto-Zone practices~!!!

I WILL be filing FORMAL complaint to the National Headquarters as soon as I find an address to file it to~!!!

Gail
Paradise, Texas
U.S.A.

This report was posted on Ripoff Report on 03/21/2007 08:30 AM and is a permanent record located here: http://www.ripoffreport.com/r/Auto-Zone/Decatur-Texas/Auto-Auto-Zone-Mgr-Matt-Dillon-DEFECTIVE-Parts-will-NOT-without-paying-for-new-repl-240028. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 13Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

You can't blame the store manager for doing his job.

AUTHOR: Scottw - (U.S.A.)

While I can certainly understand the frustation you experienced with Auto Zone, you cannot blame the store manager. There a certain policies set in place by the company to protect them and their employees. The store manager may oversee the store, handle complaints, etc. The basic job of the store manager does not include making "major" descisions against policy. When he got the District Manager involed he was simply following the chain of command Auto Zone expected him too. The District Manager on the other hand may or may not be better management material than the manager, he just has more authority to take care of a situation such as yours. I see where somebody above made mention of the DM doing the wrong thing by taking care of the customer. It's that kind of thinking that frustrates empoyees of stores such as Auto Zone because they feel helpless when it comes to serving their customer. Before you go and judge the store manager for what he didn't do for you, think about the fact that he probably would like to have a job to go to after that incedent. There is a good possibilty that he has a family to support.

When in comes down to it you are the person solely resposible for your vehicle repairs unless the car is under warranty. Nobody likes faulty parts or the headache associated with them. The store manager does not make those parts or those kinds of choices. You have to ask yourself if you went against policy where you work if you would be reprimanded. It sounds to be like the situation was taken care of well, just not as soon as you would have liked. They sold you the part, replaced it under warranty, what more do you want? After all they are not responsible for the first break down of your vehicle, and nothing is ever perfect or free.
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#2 UPDATE Employee

You can't blame the store manager for doing his job.

AUTHOR: Scottw - (U.S.A.)

While I can certainly understand the frustation you experienced with Auto Zone, you cannot blame the store manager. There a certain policies set in place by the company to protect them and their employees. The store manager may oversee the store, handle complaints, etc. The basic job of the store manager does not include making "major" descisions against policy. When he got the District Manager involed he was simply following the chain of command Auto Zone expected him too. The District Manager on the other hand may or may not be better management material than the manager, he just has more authority to take care of a situation such as yours. I see where somebody above made mention of the DM doing the wrong thing by taking care of the customer. It's that kind of thinking that frustrates empoyees of stores such as Auto Zone because they feel helpless when it comes to serving their customer. Before you go and judge the store manager for what he didn't do for you, think about the fact that he probably would like to have a job to go to after that incedent. There is a good possibilty that he has a family to support.

When in comes down to it you are the person solely resposible for your vehicle repairs unless the car is under warranty. Nobody likes faulty parts or the headache associated with them. The store manager does not make those parts or those kinds of choices. You have to ask yourself if you went against policy where you work if you would be reprimanded. It sounds to be like the situation was taken care of well, just not as soon as you would have liked. They sold you the part, replaced it under warranty, what more do you want? After all they are not responsible for the first break down of your vehicle, and nothing is ever perfect or free.
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#3 UPDATE Employee

You can't blame the store manager for doing his job.

AUTHOR: Scottw - (U.S.A.)

While I can certainly understand the frustation you experienced with Auto Zone, you cannot blame the store manager. There a certain policies set in place by the company to protect them and their employees. The store manager may oversee the store, handle complaints, etc. The basic job of the store manager does not include making "major" descisions against policy. When he got the District Manager involed he was simply following the chain of command Auto Zone expected him too. The District Manager on the other hand may or may not be better management material than the manager, he just has more authority to take care of a situation such as yours. I see where somebody above made mention of the DM doing the wrong thing by taking care of the customer. It's that kind of thinking that frustrates empoyees of stores such as Auto Zone because they feel helpless when it comes to serving their customer. Before you go and judge the store manager for what he didn't do for you, think about the fact that he probably would like to have a job to go to after that incedent. There is a good possibilty that he has a family to support.

When in comes down to it you are the person solely resposible for your vehicle repairs unless the car is under warranty. Nobody likes faulty parts or the headache associated with them. The store manager does not make those parts or those kinds of choices. You have to ask yourself if you went against policy where you work if you would be reprimanded. It sounds to be like the situation was taken care of well, just not as soon as you would have liked. They sold you the part, replaced it under warranty, what more do you want? After all they are not responsible for the first break down of your vehicle, and nothing is ever perfect or free.
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#4 UPDATE Employee

You can't blame the store manager for doing his job.

AUTHOR: Scottw - (U.S.A.)

While I can certainly understand the frustation you experienced with Auto Zone, you cannot blame the store manager. There a certain policies set in place by the company to protect them and their employees. The store manager may oversee the store, handle complaints, etc. The basic job of the store manager does not include making "major" descisions against policy. When he got the District Manager involed he was simply following the chain of command Auto Zone expected him too. The District Manager on the other hand may or may not be better management material than the manager, he just has more authority to take care of a situation such as yours. I see where somebody above made mention of the DM doing the wrong thing by taking care of the customer. It's that kind of thinking that frustrates empoyees of stores such as Auto Zone because they feel helpless when it comes to serving their customer. Before you go and judge the store manager for what he didn't do for you, think about the fact that he probably would like to have a job to go to after that incedent. There is a good possibilty that he has a family to support.

When in comes down to it you are the person solely resposible for your vehicle repairs unless the car is under warranty. Nobody likes faulty parts or the headache associated with them. The store manager does not make those parts or those kinds of choices. You have to ask yourself if you went against policy where you work if you would be reprimanded. It sounds to be like the situation was taken care of well, just not as soon as you would have liked. They sold you the part, replaced it under warranty, what more do you want? After all they are not responsible for the first break down of your vehicle, and nothing is ever perfect or free.
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#5 UPDATE Employee

would you do that?

AUTHOR: Azer - (U.S.A.)

what kind of company would just give you another part because you say its bad? and not expect either the original part, or money? you may be an honest person, but everyone (in fact, most people) are not, so if the guy just gave u the part and u never brought him the old one, the company would have taken a loss....you have to realize that corporations aren't run by the store manager and the guy could have lost his job just for helping you...if you weren't in the position to pay for it again you should have brought the defective part for an even trade, you would have to take it off to get the car runnin anyways right???
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#6 UPDATE EX-employee responds

You are not realistic, ypu did not use your common sense!

AUTHOR: Partman James - (U.S.A.)

Bill,

First off you failed the common sense test. You can not expect a business to hand parts over to you with out paying. Second, pinch or no pinch the managers of the stores and their employees were following correct policy! Third, yes may be the DM helped you, but he even over extended his authority to do so. And as a stock holder in this company I am not happy with his actions, as you expected unreasonable actions!

You are a person who can not take critcism. The employees were not "screaming at you," they were stating standing company policy. You also failed to use any common sense in your dealings. I would sure like the DM's name so I can register a complant with stock holder relation, as he his cause both myself and others money with his actions!

Partman
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#7 UPDATE EX-employee responds

You are not realistic, ypu did not use your common sense!

AUTHOR: Partman James - (U.S.A.)

Bill,

First off you failed the common sense test. You can not expect a business to hand parts over to you with out paying. Second, pinch or no pinch the managers of the stores and their employees were following correct policy! Third, yes may be the DM helped you, but he even over extended his authority to do so. And as a stock holder in this company I am not happy with his actions, as you expected unreasonable actions!

You are a person who can not take critcism. The employees were not "screaming at you," they were stating standing company policy. You also failed to use any common sense in your dealings. I would sure like the DM's name so I can register a complant with stock holder relation, as he his cause both myself and others money with his actions!

Partman
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#8 UPDATE EX-employee responds

You are not realistic, ypu did not use your common sense!

AUTHOR: Partman James - (U.S.A.)

Bill,

First off you failed the common sense test. You can not expect a business to hand parts over to you with out paying. Second, pinch or no pinch the managers of the stores and their employees were following correct policy! Third, yes may be the DM helped you, but he even over extended his authority to do so. And as a stock holder in this company I am not happy with his actions, as you expected unreasonable actions!

You are a person who can not take critcism. The employees were not "screaming at you," they were stating standing company policy. You also failed to use any common sense in your dealings. I would sure like the DM's name so I can register a complant with stock holder relation, as he his cause both myself and others money with his actions!

Partman
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#9 UPDATE EX-employee responds

You are not realistic, ypu did not use your common sense!

AUTHOR: Partman James - (U.S.A.)

Bill,

First off you failed the common sense test. You can not expect a business to hand parts over to you with out paying. Second, pinch or no pinch the managers of the stores and their employees were following correct policy! Third, yes may be the DM helped you, but he even over extended his authority to do so. And as a stock holder in this company I am not happy with his actions, as you expected unreasonable actions!

You are a person who can not take critcism. The employees were not "screaming at you," they were stating standing company policy. You also failed to use any common sense in your dealings. I would sure like the DM's name so I can register a complant with stock holder relation, as he his cause both myself and others money with his actions!

Partman
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#10 Author of original report

RESPONSE to Problem filed and Auto-Zone employee rebuttals

AUTHOR: Gail - (U.S.A.)

When you are on a very tight budget, sometimes there just are not funds to go purchase another $100.+ part. I did not have the money to lay down TO buy the part all over with again and then WAIT until I could get the new one put on and return the defective part the next day. THAT is what was WRONG with the policy~!!! I am quite sure that I am not the only customer who has faced this dilema before and I'm also quite certain I will not be the last one either.

Now--- UPDATE to the complaint. I called and spoke with the District Manager for Auto-Zone in the DFW metro. He was understanding of the problem and did provide a remedy for it. I am very appreciative of that. The comments from all of you Auto-Zone managers and employees who were screaming at me for being upset with the demand that I buy the part all over again and then go thru the hassle of having to return it for a refund after having to go have the replacement installed and just suffer the consequences of the defective part, SHOULD take a lesson from the District Manager Bill Locust. He made arrangements for me to take my vehicle to a local shop to have the part replaced so that I would not have to pay further price for the defective part.

WHY, can you managers NOT practice the priciples that this District Manager did and put into place provisions for CUSTOMER SERVICE when problems like this arise. He is obviously, by far the better manager and in the position he is in and you in yours having provided an acceptable solution to a problem not of my making.

I did NOT WANT the defective part as it would do me NO good anyway, all I wanted was a good replacement and help with the bind and situation I was in as a result of the defective part.

Thank You for addressing the problem, Mr. Bill Locust.
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#11 Consumer Suggestion

What's the big deal about returning the part, or fronting the money?

AUTHOR: Mike - (U.S.A.)

It's very rare to get credit for a defective ANYTHING without returning it to the seller first. I've never heard of that in the retail business. No one could stay in business by trusting the customers to that extent. So if you find a store that does that, tell me and I'll tell you how to get FREE stuff from them.
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#12 Consumer Suggestion

here is the info on AZ headquarters

AUTHOR: Sabine - (U.S.A.)

Auto Zone
123 S Front St.
Memphis TN 38103-3607
(901)495-6500,
(901)495-8374 fax,
autozone.com
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#13 UPDATE EX-employee responds

the manager on duty followed company policy

AUTHOR: Sabine - (U.S.A.)

while I agree that this may have put you in a hardship, the manager of the Auto Zone store only followed company rules. It was company rules when I worked there for 2 years, from 1997-1999 and is still is that way today.

While you have paid for the original part, which turned out to be defective, you can't expect another part to be just given to you. In order for the company to get the money back that they invested in this part, they have to get the defective one back from you, or they would be out of money. The one way to insure that they will get the defective one, is to make you pay for it again. It guarantees your coming back to get your money back.

While I agree it may make it difficult at times for someone in your situation, they are in the business of making a profit. This is not a mom and pop shop, but a big corporation.

Unfortunately nothing in life is free, and most other auto parts store follow this policy.
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