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Review 4/15/2008
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I found BrakePlanet.com while searching for replacement rotors online. Their prices are very attractive and they have a professional looking web presence, so I placed an order for one of their advertised kits comprised of 2 front + 2 rear silver slotted drilled rotors.
The order was placed on March 24, 2008 and was received 5 days later. The rotors that I received were not the same rotors that I ordered so I e-mailed the company on March 29, 2008 asking them to rectify the situation by sending me the correct rotors. Having not received a response from the company, I contacted their Customer Service Department on March 31, 2008 and talked to Cathy. After explaining the situation, Cathy stated that she would be sending me the correct rotors right away as well as a pre-paid UPS label to return the incorrect rotors.
On April 2, 2008, I received the correct rotors for my vehicle but no pre-paid UPS label. Next day I called the company’s Customer Service Department on two separate occasions and left messages but my calls were never returned. During the following four days, I made several attempts to speak to someone in the company and I was either left on hold for extended periods of time or patched through a voice mail system. You know that you have made a valiant effort to talk to someone when the receptionist starts recognizing your voice and remembering your name.
On April 8, 2008, I was finally able to talk to Cathy again. She stated that the UPS label had been sent out to me via e-mail two days ago and offered to resend it that same day. Two days went by without receiving the promised e-mail, so I called back to again to be placed on hold for about 15 minutes while they located Cathy before the call was dropped. In desperation, I called again but instead of selecting the Customer Service Department I selected the Technical Service Department and talked to Jim. Jim listened to my story and he apologized citing problems with a new phone system they had just installed and an unprecedented volume of calls. He informed me that he is the person in charge of sending out the UPS labels and he had been out of the office for a few days. He offered to remedy the situation immediately. I not only verified my personal e-mail address but also provided Jim with my e-mail address at work.
By April 15, I still had not received the UPS label promised by Jim so I made a final call. Jim was busy so this time I talked to Ann. I explained the situation and she expressed surprise that I had not received the label so she verified my e-mail address once more. I explained that for the past 15 days I have completed many other purchases online and I have received e-mail statements and confirmation notices with no problem. Ann stated that maybe they are having problems with their e-mail system so she offered to fax me the UPS return label. Five minutes later, the label was received via fax.
In summary, the second set of rotors fit my vehicle correctly and are working just fine. I feel the company rectified the initial mistake in a prompt manner but the ordeal with the return label points out glaring problems within the company’s internal communications, which result in unnecessary aggravation to the customer. I must admit that the allure of being able to purchase high-performance rotors at reasonable prices is strong, however, their lackluster customer service will make me think twice before placing another order.
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