Auto Parts Case Essay

Submitted By happyholly1199
Words: 640
Pages: 3
Open Document
Holly Miller
01/15/15 Marketing Case #3: Auto-Parts Case

Problems:
The major problem Adam encountered with autoparts.com was that he ordered a rear wheel bearing from their site and was promised delivery in 4-5 days; however, two weeks from the date of purchase Adam had not yet received the part. He wrote an email to the customer service department inquiring about the delay and received a reply indicating that that they had noted the problem, were researching the matter, and would get back to him within one week. After another two weeks had passed and Adam still had not received his order or an additional reply from customer service, he wrote another email conveying his disappointment and instructed them to cancel the order and refund the cost of his purchase. After which, Adam received the same exact auto-generated reply from autoparts.com that he had initially received in response to his first inquiry. Four weeks had elapsed and he still did not have the bearing or a proper response from autoparts.com.

Causes:
Autopart.com did not do a thorough job of doing enough research to adequately forecast the number of orders customers would be placing when they rolled out the new website. As a result, an overwhelming response to autoparts.com far exceeded their anticipated levels of online purchases. The president told Adam that, “it really is a guessing game trying to figure out demand and pricing issues”. He admitted that they likely priced their products too inexpensively as well. Pricing products too inexpensively will contribute to the volume of sales, especially in such a competitive online industry. Additionally, autoparts.com either listed the bearing as in stock when it was not, or they underestimated the time it would take to order and receive the product from a third party. Either way, the cause of Adam’s frustration was a result of two things: 1) not receiving the product in the promised timeframe, 2) The poor, generic customer service response he received.

Recommendations:
Autoparts.com is sure to continue having numerous customer complaints until they make some major adjustments to their inventory, pricing, and delivery options. In the meantime, they should increase customer service personnel to a level that will ensure each customer complaint or inquiry is personally researched and responded to within 24 hours. These standards can be implemented based on customer email metrics such that the number of inquiries/complaints received on a daily basis multiplied by the average research/resolution time equals the number of customer
Show More

Related Documents: Auto Parts Case Essay

License and Rainer Schnauffer Internationale Essay example

CA M E R O N AUTO PARTS (PART A) Kai-Uwe Heesch Knut Kirchmann Navid Nazemian Siegrun Pache Nils Peters Tim Steffens Stefanie Wasner Group 1 Cameron Auto Parts (PartA) © allcopyrights: waterproof concepts Prof. Dr. Rainer Schnauffer Internationale Kooperation und Lizenzvergabe Sciences University of Applied Table of contents: !Introduction ofthe team !W orking Procedure !Answering Question 1 !Answering Question 2 !Answering Question 3 !Conclusion Group 1 Cameron Auto Parts (PartA) © allcopyrights:…

Words 1589 - Pages 7

Autozon Competitors

Auto Shack was modeled after Walmart. Mr. Hyde implemented a strategic plan where the operation would focus on small communities or markets. Since its founding, initial growth and the creation of the Duralast product line the company changed its name to AutoZone (Real-Time Case Study 5: AutoZone, n.d.). AutoZone leads the market in aftermarket sales to customer’s that have older vehicles. Its direct competitors are Advanced Auto Parts, Pep Boys, O’Reilly, Walmart, and Target. AutoZone holds…

Words 327 - Pages 2

Auto Makers Bailout Essay

Political Science 101 United States Economic Stimulus Package The US auto industry is comprised of three major automobile makers including GM, Ford and Chrysler. These companies have experienced highs and lows throughout their history. As the US economy began to slow down these auto-makers started feeling the effects as well. In the fall of 2008 the auto-makers received criticism from the public and policy makers when they requested assistance from the federal government (“Automotive Industry…

Words 943 - Pages 4

Extended Essay

government towards the auto industry in 2008-9 justified? Samkit Shah DP Candidate No.: 002120-028 Supervisor: Mark Cowe Date of Submission: Word Count: 3951 Abstract The global recession along with the soaring gas prices hurt the auto-industry very badly. It was so severe that two out of the three American automakers, General Motors (GM) and Chrysler, would fail and liquidate without government intervention. About 1.1 million people were hired in the American auto industry (Welch, 2010)…

Words 4786 - Pages 20

Trade Research Essay

INBM 201 GLOBAL SUPPLY CHAIN Case Study 1 Auto parts and Mexico: the right place, the right price [pic][pic] Mexican auto parts manufacturers are proclaiming 2012 an “historic” high. Last year they churned out US$74 billon of headlights, tires, air conditioners, shock absorbers, floor mats and other components supplying North America’s burgeoning car and truck manufacturers. “In terms of the value of production, we reached a peak that had never been topped before,” says Manuel Cedillo…

Words 1313 - Pages 6

Court Case: Patty Lee Smith Vs. FLSA

This scenario is based on an actual court case (Patty Lee Smith versus Johnson & Johnson). The issue is whether Phipps’ position is exempt from the FLSA. The court decided the outside sales exemption did not apply to Smith but the administrative exemption did apply. The administrative employee test has three requirements. While the company agreed that Phipps could be defined as an administrative employee under the first requirement: Compensated on a salary or fee basis at a rate of not less…

Words 762 - Pages 4

Group Decision Making Report Essay

THE UNIVERSITY OF NEWCASTE | CASE STUDY REPORT | HUMAN RESOURCES MANAGEMENT | | NGHIA DUNG DINH | C3179988 | | TABLE OF CONTENTS EXECUTIVE SUMMARY3 1. INTRODUCTION4 2. THE DECISION MAKING FRAMEWORK AT YELLOW AUTO 5 2a. A Sociological Perspective. 2b. The Social Exchange Theory 3. THE CRITICAL DECISION…………………………………………………………6 3a. A Sociological Perspective 3b. The Group Polarization………...………………………………………………… 4. CONCLUSION8 5. RECOMMENDATIONS8…

Words 2595 - Pages 11

Auto Insurance Habits

payoff makes it all worthwhile. However, not all bad habits are physical in nature. They can also result from a flawed way of thinking, by assuming something to always be the case, when what's really required is a different approach. A great example of this is how you deal with your auto insurance. The following are several auto insurance habits you might be doing without even know it, and what you can do to kick the bad habit to the curb: Assuming prices always rise With the exception of commodities…

Words 657 - Pages 3

Narrative Report On Runaway Juveniles

contact with Tiara Woods, the mother of Tynan Hutchinson. Woods advised the last time she saw Hutchinson was at 1900 hrs on 10/9/16. Woods informed me Hutchinson has run away multiple times. Woods informed me that he is on probation for Grand theft Auto and he has a curfew at 1930 hrs. When asked if she has tried to make contact with him she advised that Hutchinson does not have a phone because it is broken. Woods advised that he goes to Bayside High school and he is in the 11th grade. I asked Woods…

Words 344 - Pages 2

Nt1330 Unit 3 Assignment 1

2 Operational Feasibility Proposed ventures are valuable just on the off chance that they can be transformed out into data framework. Which will meet the association’s working necessities? Its (Operational achievability) parts of the venture are to be taken as a critical part of the undertaking usage. A portion of the vital issues which rose are to test the operational plausibility of a venture which incorporates the accompanying: - • Does the administration get adequate backing from the clients…

Words 1063 - Pages 5