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Old 03-09-2012, 09:37 PM   #1
Registered User
Join Date: Sep 2009
Location: Hickory, NC
Posts: 219
My Ride: 328Ci
Umnitza:1 European Auto Source:-1

I mistakenly placed an order for DEPO projection headlights through European Auto Source about three weeks and one day ago. This is the timeline of events:

Day after order: Confirmation
One week from order: Call placed to ask about order status. Was informed that the lights were not in stock and they would be that Thursday or Friday and I would get status updates on my order.
Two weeks from order: Received email from UPS with tracking number of order.
Three weeks and one day from order: UPS reports awaiting package from company.

At this point I decided to call EAS and see what the status of my order was. I talked to a sales representative named Kevin. Kevin told me the lights were still out of stock and they should be in on Monday or Tuesday. I asked him if they would overnight the lights to me due to the lack of communication with my order and Kevin told me he would call me back. Kevin called back and left me a message so I called him back. Kevin told me that the lights were in and he would be able to ship them out today and get them to me by the 15th. I asked if he was going to overnight them to me...he replied with "Well we could bump up your shipping...and get them to you by the 14th." I said No that is fine just cancel my order I will order them with Umnitza or somebody else. He said "Alright" and hung up.
At this point I was mad. I am pretty sure that not only was his phone etiquette terrible but I did not feel as though I was a valued customer.
I called back EAS and asked to speak to their director of sales. When Robert their supposed director of sales answered he did not introduce himself and immediately said "I am busy...but how can I help you?" I told him I had a complaint with a recent order I placed and gave him my name and number and told him to call me back when he was not busy. I waited approximately an hour and did not receive a call back.

I decided to call Umnitza since I ordered my angel eyes with them about two and a half years ago and always get compliments on my product with them.
I called about six minutes before their closing time.
I spoke with Matt and he helped me with my order. He made sure I would get exactly what I needed and walked me through the process that I needed to do so I could put the angel eyes I have now into the DEPOs. Matt called some of his employees to try and get them to come in on Saturday and ship out my order but everyone was unavailable.
Matt got me a killer deal on these lights (Cheaper than EAS) and told me that he would send me a picture of the package being dropped off at the post office for delivery.
When I got off the phone with Matt it was 42 minutes AFTER their closing time and I received a confirmation email instantly.

If this is not customer appreciation I do not know what is.

Thank you Matt for helping me!

EAS...I would like my money back.
Evil 328Ci:

Last edited by SlipSand; 03-11-2012 at 05:22 PM.
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Old 04-08-2012, 05:13 PM   #2
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Join Date: Aug 2002
Location: East Bay, CA
Posts: 16,982
My Ride: E39M5, Sequoia
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Thanks! Hope it worked out for you.
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