Who provides the best service?

I am a regular reader of Classic Driver and after a week of pondering, thought I should write this letter to you as Editor, to ascertain from other readers if their reaction and thoughts on the 2 major car supply retailers in New Zealand are similar to mine.

Over the years I have been a regular purchaser of my car care products at either Repco or Supercheap Auto. Last weekend I went out to purchase around about a thousand dollars worth of products that included my regular supply of car care products plus a battery jump starter, tyre repair kit, 12 volt compressor and various other larger value items.

As I did not have a real affinity with either supplier, Repco Hornby was my first port of call to empty my wallet.

The initial service seemed reasonable but then as I became further engaged in the gathering of these supplies, I realized they were very overpriced in the larger products and lacked the range in others. When I questioned the staff member regards other products in the range of tyre repair kits, they went blank.

So I parted with around $400 and drove down the road to Supercheap Auto on Blenheim Road.

Initially staff were hard to find but I then I realized they were mostly engaged in assisting other customers, and then it was my turn, having only waited a few minutes.

I explained my various needs to a staff member, who was extremely helpful leading with good advice to the various products. Then came my more difficult need; a full set of fan belts and radiator hoses for my classic car which I had enquired about at Repco. They were going to ascertain supply for me and told me they would call me last Tuesday with their findings. I still have not had this call a week later.

On the other hand, Supercheap were able to supply me with three of the four belts out of their stock and they would ring me on the following Monday with the results of their ordering from the suppliers for the fourth belt.

Well they did ring me on the Monday and had the fourth belt in stock ready for me to pick up. The hoses would be a little more difficult, but they would have them for me within a few days.

I paid a small deposit so they could place the order and the hoses arrived in a couple of days.

As I was leaving Supercheap Auto last weekend, one of the staff on the till questioned if I had a loyalty card. I did not as I had never been loyal to them or any other supplier. Well guess what? I am now. This whole experience with Supercheap Auto for me has been great and I thoroughly enjoyed the service and this experience.

I came home pondering about this whole experience and wonder if other readers have experienced similar customer service with these supply chains.

I understand Repco have been sold, but by hell if they don’t lift their game, as I see it, there might be another sale of Repco, or it will be out of business in no time. Richard Bird, Disgruntled of Christchurch TH An interesting story in that it demonstrates how the actions of one or two staff members can give such a strong impression of a brand either way. I say interesting as it is almost the complete opposite of my own experience a couple of weeks ago.

I needed a coil and condenser for the Editorial 404 ute and as Supercheap is literally a couple of minutes drive from home, it was there I went first. I asked at the parts counter and the guy consulted the computer.

“Are you sure it is 1971?” he asked. Yes, of course I was sure it was 1971; even I am not that stupid.

“But our listing only goes to 1970.” I explained (probably not too politely, working on cars automatically has a negative effect on my sense of humour) that they made them until 1985 and the electrics are all the same.

I got a disbelieving look and was told they had none in stock and they would have to check with their supplier to see if they were still available. I left my phone number and was told they would ring me the next day. I am still waiting! On the off chance of getting what I needed, I went to a local, independent auto accessory supplier who I wasn’t going to name but I think I will. It was Butler Automart.

Again I asked for coil and condenser and again the computer was consulted. This time, “Hmm. The system only shows up to 1970. I know those things never changed so the parts are all the same.”

And with that he disappeared out the back, returning within a few seconds with the bits I needed – made by the same manufacturer as stocked by Supercheap, i.e. Bosch.

Pushing my luck I asked if they had any points. Two taps on the keyboard and yes, how many sets did I want?

Guess where I am going next time I need anything?

Please tell us of your experiences through these retail chains. And we will evaluate over the next few issues of Classic Driver if customer service is down to the individual staff member or is endemic in the culture of these chains.