Once I had a 33x9.5 BFG rip in the sidewall. They couldn't get one in a timely manner because they were backordered and they figured it was going to be over a month. So they sent me over to Wal Mart which had one in stock. I paid for the tire at Wal Mart and brought it to Costco and they installed it and then sent me to customer service for a full refund. That one act lead them to a lot of tire sales.
Eric V.
That's above and beyond for sure!
It's probably farther than I would have gone for the customer, or would have been allowed to go by my manager, but I've heard of stranger things. lol
We would quite frequently do a lot of "extras" for customers though, even to the point where we would lose money on a deal, but the company outlook is to really try and keep the customers - I should really be saying "members" since that is the correct term - as satisfied as possible.
And that "over a month" thing is brutal.
As a distributor, (Costco is really a company with no distributor, they buy directly from the supplier, and that's why their prices are so good) when you call MUG (Michelin/Uniroyal/BF Goodrich) and the person on their order desk says it will be a month or more to get a tire, that means they don't know how long it will be. The order desk staff can only see the next 4 weeks of production, and if the tire you are asking about isn't on that 4 week schedule, they simply have no idea when you're going to see that tire.
It literally could be a year or more, and in some of my past experiences, it has taken that long to get some MUG product - typically it's the BFG A/T's that take a long time to get...
I really don't understand why, because it HAS to be one of their top-sellers in their entire lineup. And it's almost always one of the popular light-truck sizes that we end up waiting on -- 265/75R16 for example. I remember a couple of years ago there was like a 6-month back-log of orders for that size for all of Canada.
For a company as large as Michelin, I see a lot of ridiculous business practices occurring in their operations... :shakinghead:
But, they do make a good product. lol
