Phoenix Remanufactured Transmissions, Phoenix Hard Parts After one month shipped the wrong transmisison, one week later still no resolution, no return phone calls. Phoenix Arizona

On 1/15/07 I made the mistake of ordering a Mercedes 722.370 transmission from Dwayne of Phoenix Hard Parts, he wrote it up as a 722.3 and faxed me the credit card slip with their return policy. I corrected it with all the information needed to locate the correct core for a rebuild. Then signed the license to screw me and faxed it back thinking they were good guys I could trust. I sent a follow up email and called Sheila, only to have the receptionist/operator relay that the order was "all set".

I should have the transmission within 10 days, almost a month later it arrived. After comparing the transmission shipped to the one in the car, prior to pulling it, it was very clear the bellhousings were very different, the starter was on the wrong side for one. The case is one piece and it cannot be swapped. The torque converter did not fit the transmission they shipped. A call to Dwayne was short, he diverted me to Gabriel in tech support, an answering machine and he doesn't return calls. Dwayne is too busy booking orders to deal with his mistakes.

I did get Gabriel to the phone once after demanding to talk to him, he promised to email pictures so I could be certain it was correct the second time. Never sent the pictures and he doesn't return my calls. If you have an idea of customer support in your mind, you will think you are in the twilight zone for this support experience. I wondered if it was a practical joke when he called me back 10 minutes after the first time we spoke. He thought I was someone else, and apologized then hung up. Never heard from him again. I called and demanded to talk to the General Manager, left a message and he never called back after two days. Sent him an email that was ignored all day today.

I called the credit card company tonight and they won't dispute the charge until I return the incorrect transmission. Since I already paid $150 for return shipping I need to call them tomorrow and beg for an RMA which they demand on return, or they will refuse the shipment which I would have to pay for. Since, I can't dispute a charge unless I attempt return I may have to pay out of pocket for the chance of winning a dispute. Given their written policy I am locked into doing business with this rip off organization until they get it right or I run out of energy or money. Maybe they will ship the right case next time, if I can ever get them on the phone, but will it shift right I ask myself? If not I will have to pay for shipping and return it again or fix it myself.

If you like driving your car take it to a local shop, dealer or find another re-builder preferably local, if you like being under your car and enjoy making phone calls to answering machines and booking freight out of pocket Phoenix Hard Parts is for you. The No Lube Transmission Guys.

Stanley
Milton, Massachusetts
U.S.A.