Rovertech 2.0

I have had an experience with BuyPartsBy.co.uk (aka AutoSparesGroup.com) recently that was so bad, I feel obliged to share the following with everyone here.

I ordered a Valeo radiator for my 216GTi from them at the end of July. The rad they sent me was clearly a cheap knockoff. Their stubborn unwillingness to replace it for the one I ordered without expecting me to pay again has been exceptional.

Have a read below of my correspondence with them and decide for yourself whether you want to do business with them or not.


________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Jul 22, 2005 at 3:07 PM
To: IrishRover
Hi , my name is Nathan , the reason for my e-mail is with regards to the order ( 5002556 ) you have placed with us online . Unfortunately carriage to the republic of Ireland can very . The average price for that kind of item would be between £25 and £30 . Please let me know if you wish to proceed .


Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Jul 22, 2005 at 3:59 PM
To: Autospares Group <mailorder@autospares-group.com>
Hi Nathan,
please go ahead with the order and charge me the extra postage if necessary. Hopefully it won't be much more.

Thanks,
Colin.

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Jul 22, 2005 at 4:32 PM
To: IrishRover
Hi , yes that is no problem



Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Aug 26, 2005 at 12:48 PM
To: Autospares Group <mailorder@autospares-group.com>
Hi again Nathan,
I have only recently checked the radiator that you sent to me back in July.
I ordered a Valeo radiator, part number VAL-730565 from the page on
your website here:
https://sslrelay.com/buypartsby.co.uk/r ... ordID=1714

However, the radiator I received is not a Valeo radiator and I have
compared it to another Valeo radiator for the same car with the proper
valeo part number printed on it and the radiators are quite different.
Although it looks like this radiator will fit ok, it does not have the
same depth or density of fins. It does not have Valeo written on it
anywhere, and in fact it has a different part number on a sticker that
says "made in China" (see attached picture). Although this radiator
looks like it will work, it is clearly not as good quality as the real
Valeo radiator with part number VAL-730565.

Can you shed any light on this please?

Thanks,
Colin.

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Aug 26, 2005 at 2:36 PM
To: IrishRover

Hi , we use 2 sources of supply one being Valeo but if unavailable from
there we will use an alternate source , the best thing to do if you are not
happy with is to send it back for a refund , or I can check with Valeo to
see if they now have stock and if so you can send that one back and we can
source it for you .


Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Aug 26, 2005 at 2:51 PM
To: Autospares Group <mailorder@autospares-group.com>
Hi Nathan,
If you could check first to see if the real valeo part is in stock
that would be good. If it is, and you could send the Valeo part to me
and have the existing one collected at the same time, that would suit
me. Obviously I'd like to have this sorted out without incurring any
further cost.

Could you not have told me at the time that the Valeo part was not in
stock and then given me the option of either waiting for it to be in
stock or else to accept the alternate (inferior) part?

Thanks,
Colin.

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Aug 26, 2005 at 4:24 PM
To: IrishRover
Hi , they are now available but you would need to send that one back to us
first then we can organise another for you .


Best Regards
Nathan Nichols
0115-9835280

________________________________________
IrishRover Fri, Aug 26, 2005 at 4:25 PM
To: Autospares Group <mailorder@autospares-group.com>
And do you reimburse me for shipping costs?

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Aug 26, 2005 at 4:41 PM
To: IrishRover
Hi , no sorry we do not .


Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Aug 26, 2005 at 4:41 PM
To: Autospares Group <mailorder@autospares-group.com>
Well obviously that's no good for me then!

What about what I asked you before:Could you not have told me at the
time that the Valeo part was not in stock and then given me the option
of either waiting for it to be in stock or else to accept the
alternate (inferior) part? If you had then I wouldn't be in the
position of being faced with having to pay more money just to receive
what I paid for in the first place.

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Aug 26, 2005 at 4:58 PM
To: IrishRover
Hi , firstly I would like to point out that the part you have received is
not an inferior part . Secondly the fact that we do not state on our website
which you have ordered from that they are Valeo radiators .


Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Aug 26, 2005 at 5:13 PM
To: Autospares Group <mailorder@autospares-group.com>
Hi Nathan,
Check out the link I sent you already:
https://sslrelay.com/buypartsby.co.uk/r ... ordID=1714
It does say it's a Valeo as it specifically lists the Valeo part
number: VAL-730565

As for whether the part I received is of inferior quality, I am
prepared to accept that you may try to argue that it is of "equivalent
specification", however the one I received is not as thick and has a
lesser density of fins.

I can show you photos of both if you like.

________________________________________
Autospares Group <mailorder@autospares-group.com> Tue, Aug 30, 2005 at 4:52 PM
To: IrishRover
Hi,

We use the Valeo catalogue, hence the reason we use Valeo part numbers.

Different manufacturers make radiators in different ways, you will find that
the thickness of the core is irrelevant.


Best Regards
Nathan Nichols
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Tue, Aug 30, 2005 at 5:04 PM
To: Autospares Group <mailorder@autospares-group.com>
It says it's a Valeo on your site, it says Valeo on the box, but it's
not a Valeo radiator in the box. You've told me the Valeo part was out
of stock at the time of ordering so you sent a different one, and the
rads are clearly different. Why didn't you give me the option of
waiting until the real Valeo part was in stock at the time of
ordering?

________________________________________
Autospares Group <mailorder@autospares-group.com> Tue, Aug 30, 2005 at 5:12 PM
To: IrishRover
What would you like the outcome of this to be?

We seem to be going round in circles?


Best Regards

Karl Brown

0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Tue, Aug 30, 2005 at 5:24 PM
To: Autospares Group <mailorder@autospares-group.com>
I'd like the outcome to be that the radiator you sent me is swapped
for the genuine Valeo radiator, part number VAL-730565, at no extra
expense on my part.

________________________________________
Autospares Group <mailorder@autospares-group.com> Wed, Aug 31, 2005 at 12:53 PM
To: IrishRover
Hi,

Sure, I can do it in one of two ways.

You can pay for another rad and I will refund the other one when it lands
back here, or you can send the other one in first, when it lands I'll
dispatch a Valeo unit.


Best Regards
Karl Brown
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Wed, Aug 31, 2005 at 2:07 PM
To: Autospares Group <mailorder@autospares-group.com>
Hi Karl,
Will you reimburse me for the cost of returning this rad to you?

Thanks,
Colin.

________________________________________
Autospares Group <mailorder@autospares-group.com> Wed, Aug 31, 2005 at 3:19 PM
To: IrishRover
Colin,

Sorry, but it is down to the customer to cover the return carriage costs. If
you were in the UK I could arrange to have it collected from you but reading
the rest of this email tells me you are in Southern Ireland.


Best Regards
Karl Brown
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Wed, Aug 31, 2005 at 4:21 PM
To: Autospares Group <mailorder@autospares-group.com>
Yes Karl, I am in the Republic of Ireland.
On your website it says the following:
"We will happily refund or exchange any item purchased on BuyPartsBy

Returned goods must be unused, in a saleable condition and in their original packaging with all part numbers etc still attached

To enable us to process your returned part quickly and efficiently please adhere to the following procedure. Customers must pay delivery on all returned orders, we will pay the return shipping cost if the return is a result of our error."
The radiator is unused, still in the original box it arrived in.
The only thing left for you to debate, if you wish, is whether me ordering a Valeo radiator yet not receiving a Valeo radiator was your error or mine.

In any case, regardless of what it says on your website, I believe the only fair thing for you to do is to replace the radiator I received with the one I ordered without any further cost on my part. I expect you'll disagree, but you will hopefully see that my paying for the return costs isn't an economically favourable option.

Try really imagining how you would feel, were you to be in my position, and see whether you might consider what I am requesting is reasonable or not.

________________________________________
Autospares Group <mailorder@autospares-group.com> Thu, Sep 1, 2005 at 11:22 AM
To: IrishRover
Sorry, but that's not possible because of the time period, its been quite a
while since you purchased the radiator and you have had adequate time to
inspect it.


Best Regards
Karl Brown
0115-9835280
mailorder@autospares-group.com

________________________________________
IrishRover Fri, Sep 2, 2005 at 10:45 AM
To: Autospares Group <mailorder@autospares-group.com>
Karl,
That might be a legitimate argument if I was reporting an item damaged in transit.
It's not in this instance because the radiator did not alter from being a Valeo radiator to being a spurious part over the three week period between it arriving and me contacting you about it.

I genuinely am surprised at your stubborn unwillingness to simply do the right thing and supply me with the part I've paid you for. I ordered a Valeo part, you supplied me with a spurious part, I've called you on it, and you have now spent a week trying different excuses not to replace it with the actual part I ordered in the first place. That's all I'm looking for. I'm not even looking for any compensation for my inconvenience. Any company who spent as much time on positive customer service would truly be a great company.

Let me know what your final answer is. I hope you'll consider it carefully.

________________________________________
Autospares Group <mailorder@autospares-group.com> Fri, Sep 2, 2005 at 12:34 PM
To: IrishRover
Hi,

If this part is not required please feel free to return it to us for a full refund excluding carriage.

The return address is :

Autospares Group
70-72 Acton Road
Long Eaton
Notts
NG10 1FR

Best Regards
Karl Brown
0115-9835280
mailorder@autospares-group.com



... and back to square one. I shouldn't have to comment any further here really, but my essential point is: don't buy parts from BuyPartsBy/AutoSparesGroup unless you like dealing with crap like this.

I got some KYB excel G gas shocks for a Corsa from them for no trouble. £30 all in for a pair of rear dampers to my door.

Is the radiator really bad Colin? How much was it?

It'll work Jonny, but that's not the point. I wonder how many people took delivery of the same radiator as I did and didn't have a real Valeo rad to compare it to?

Dunno, how much was it

£45.79 ex vat (and delivery!) Cheap I know, but not if they're passing a cheap part off as a Valeo radiator.

I have had discs/pads for cheap money from them also..

They are cheap as chips probably why they don't want to incur extra costs.
Its probably stated on there website stating that they may send alternative parts if they have no stock of the advertised items -if so then your knackered -your best bet is to incur some transport costs

Did you pay by credit card by any chance? If so, put in a claim with them and it'll be upto the company to retrieve their products. I had to do that once so I know it works to help speed things along.

The website just uses a Valeo part number but doesn't actually mention the company (as far as I can see). Can you show that the radiator you have is different to the dimensions listed on their website ?

Perhaps it's worth a phone call to one of their managers ? Sometimes emailing is just pointless and you go nowhere

lol, even if the rad was shyte for 50quid you cant complain. its not like the 216 is as fussy about its cooling compared to say the 220 turbo where much more heat is made.

still, they sound like a bunch of gits!

i prefer to get OE parts anyway, 'calsonic' rad for mine was 125quid though whats standard on a 216gti?

If it's boxed as a Valeo and you can show that it isn't a valeo, I think you have a pretty good claim against your credit card company in terms of the Sale of Goods act.

As Daz500 said, after you get your money back it's upto the company to arrange collection of the goods.

Regardless of the value, I think there is a principle at stake here

Scott wrote:lol, even if the rad was shyte for 50quid you cant complain.

I agree with Colin because it's a matter of principal. If anybody wanted a cheap knock-off then they'd buy a cheap knock-off. Wouldn't you be pissed if your best Armani suit turned out to be nothing more than a cheap back-street copy ?

oh yeah, there is a principal involved, i just ment for the hassle and bother id have kept it myself...

obviously if you pay for valeo, you get valeo!

oh, and i dont own any suits (not been to court yet!)

oh, and i dont own any suits (not been to court yet!)

Ah - that must be why I own 5 suits then

The other option for you is to cantact Valeo themselfs, i am sure that they will be less than impressed that this company is fobbing off customers and giving Valeo a bad name. im sure one phone call from Valeo to the supplier will sort out the issue.

Scott wrote:oh, and i dont own any suits (not been to court yet!)

oi ... we aren't all chav scum

I'm personally with Colin all the way here.

Irrespective of the costs involved it is not what was presented for sale or what was ordered. They passed off one item as another (as shown by the fact it turned up in a Valeo box.,.clearly an attempt to hoodwink the less knowledgeable or attentive IMHO.

I'd be no less happy if I bought a Bang and Olfsen stereo at a good price and opened the box to find a Goodmans unit. It might have identical features (therefore making it "comparable" and potentially of equal quality in the eyes of the vendor), but it is not what I would have paid for.

Contact Valeo direct (cc'ing in these people and some suitably well known newspaper column or TV show like BBC's Watchdog) and kick up a stink...!

Malcolm

I would report them to trading standards. They seem to be knowingly selling counterfeit goods. And even have the ordasity to advertise them as genuine. I know £50 is not a lot for a new radiator but that is not the point.
I very nearly bought a radiator from this outfit for a Vitesse sport i had a while ago. Luckily they were out of stock... i have been to court by the way, as a witness obviously...

They are blatantly coning people.

By putting the cheapo rad in the Valeo box, so me that shows it's not a case of not having any in stock, its a case of fraud.

And defo agree with you Colin, there's a principle at stake.

I had to pay postage when I sent a faulty clutch back to some online company, however £8 or whatever it was was the least of my worries when I was paying the labour twice....(once to fit the the dodgy one, then again to fit a decent one) now THAT really did take the pee.

Scott you weener ....thats why people are still being ripped off ...because "some" people just sit back and accept that they've been done . " its not going to get me anywhere if i complain " is something im sick off hearing from people with no spine ...
if you've been done COMPLAIN !!!

Irish ...that firms about 10 minutes away from where i live ...if theres anything you need ...

vitessesqauddie wrote:The other option for you is to cantact Valeo themselfs, i am sure that they will be less than impressed that this company is fobbing off customers and giving Valeo a bad name. im sure one phone call from Valeo to the supplier will sort out the issue.

Exactly! They'll love someone selling inferior products (I call it inferior because you mention that there are less fins etc) under their name!

I think email is a waste of time in this case. Get on the phone and ask to speak to the Returns/Warranty manager. If you don't get any joy with him, then the Managing Director. I've seen MD's get things sorted in minutes because they can't be assed to waste time listening to customers inane shipping problems.

It may not be a case of blatant fraud. Anyone who's worked in distribution will know the nearest box will get used to ship stuff out which might well have been a Valeo one. New units should obviously already be in a box though... is it a recon perhaps?

Does the credit card thing work? That looks like your best bet because the company will be protected by their t&c's otherwise, they certainly won't pay to get it picked up. It's generally done as courtesy if something else is being dropped off.

As mentioned, if none of that bears any fruit, might be worth giving Valeo a shout and advising them the implications of what's going on. I'm sure they don't want dodgy units cheapening their image.

I havent read all of this but its not standard practise to be reimbursed for cost of returns. It is very poor that they'd substitute a named brand for a clone, again it happens. Thanks for the warning

Just to update on this, I did open a case online with the trading standards at this webpage: http://www.consumercomplaints.org.uk/complaintmap.asp

I gave them all the details and it was a lot of work to fill out the whole thing. I heard absolutley SFA from them though.

So, free bump for how badly I feel I was treated by buypartsby.co.uk aka AutosparesGroup.com

They probably need more people to complain. one person could be a grudge, 10 people would be a swindle. Most people just roll over and take it and never come back, like you say too much hassle

Yeah, I know, if I roll over and take it they just continue to get away with it, but if I kick up as much fuss as I can they still get away with it as I am only one person and I end up seeming like a Victor Meldrew.

Bump for any new members.
Really made me reading that again.

Because you're in the Republic of Ireland, maybe you can't use the Sale Of Goods Act to back you up? Could be the reason Trading Standards didn't respond. Anyway, I certainly won't use that company, thanks for the info.

In their defence, I've bought quite a lot of stuff off them in the past, and never had any trouble. Mostly brake parts and exhausts.

But then again, its how companies deal with this sort of problem that seperates the good from the bad.

Richard

I just bought a couple of wheel cylinders from ebay, only when I got my paypal reciept did I find that the seller was actually buypartsby. I hope they turn up.

Punx0r wrote:I just bought a couple of wheel cylinders from ebay, only when I got my paypal reciept did I find that the seller was actually buypartsby. I hope they turn up.

Dont think the probelm is will they turn up, but if the parts will be the genuine items they are packaged as.

I recently used these guys to supply Textar 282mm coated discs. Just under £53 delivered. Delivery took a week but overall I was pleased

I imagine the car is scrap now

Only when I saw a picture of Scott's 820 turbo saloon did I realise this thread was yonks old
I've had parts from these people and I never had a problem.