Wrong Part Sent, Nobody Answering My Calls - Subaru Outback - Subaru Outback Forums
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post #1 of 9 (permalink) Old 12-01-2016, 06:45 AM Thread Starter
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Wrong Part Sent, Nobody Answering My Calls

I ordered a 19mm sway bar replacement kit for my 2017 Outback on November 20. The kit was sent with one bushing with a part number matching that listed on the website, but another bushing that was a totally different part number and doesn't come near fitting. I am also having some other general fit issues with the correctly numbered bushing but I will wait until I get all the correct parts to troubleshoot further.

I have been trying to contact customer service by email and telephone for over a week now. Maybe I will have better luck on this forum. I understand Thanksgiving was in the middle of this time, but we are at over one week now and still nothing. Please send me the correct part so I can fix this mess.

Please respond by tomorrow (Friday). This gives over one week to return my call, which seems entirely reasonable to me. If I do not get definitive news about a correct part being sent, I will file a fraudulent claim through my credit card company and cancel payment. I will leave a voicemail today stating the same thing.

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post #2 of 9 (permalink) Old 12-01-2016, 05:47 PM
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Hello,

We are sorry you have been having trouble reaching us. Please provide me with your order number and we will send you the correct bushing.

Can you also provide the contact information you have been using to reach us please? I would like to research why we have not received your messages.

Thanks,
Benny




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post #3 of 9 (permalink) Old 12-02-2016, 07:54 AM Thread Starter
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Hey Benny. Thanks for getting back to me. I am having some major problems in addition to the incorrect part. The correct part doesn't fit appropriately. Is it possible to speak with someone by phone? At minimum I need the correct bushing set.

Order Number: 19776 (Pending)
Products
------------------------------------------------------
2 x Subaru Outback Oil Filter & Gasket - 2.5L (15208AA15A 803916010) = $11.52
1 x Subaru Outback Rear 19MM Sway Bar Kit (20451FG020 - 20464FG020 x2) = $98.41


I used every contact method listed on your website other than mailing your USPS address.


This is your chat for the last week and a half


This is the telephone number that goes to Subaru Online Parts voicemail

This is your email form that someone only answered yesterday when I said I would cancel my credit card payment in 24 hours
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post #4 of 9 (permalink) Old 12-02-2016, 01:45 PM
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Quote:
Originally Posted by Octopus View Post
Hey Benny. Thanks for getting back to me. I am having some major problems in addition to the incorrect part. The correct part doesn't fit appropriately. Is it possible to speak with someone by phone? At minimum I need the correct bushing set.

Order Number: 19776 (Pending)
Products
------------------------------------------------------
2 x Subaru Outback Oil Filter & Gasket - 2.5L (15208AA15A 803916010) = $11.52
1 x Subaru Outback Rear 19MM Sway Bar Kit (20451FG020 - 20464FG020 x2) = $98.41


I used every contact method listed on your website other than mailing your USPS address.


This is your chat for the last week and a half


This is the telephone number that goes to Subaru Online Parts voicemail

This is your email form that someone only answered yesterday when I said I would cancel my credit card payment in 24 hours

Thank you for the order number and information. I will have Mike our CSR reach out to you about the fitment issue.

-Benny



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post #5 of 9 (permalink) Old 12-02-2016, 02:18 PM
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Mike should have reached out to you but please let me know if you have any outstanding questions or concerns. I do apologize about the communication issues and we are investigating technical issues.

Thank you,
Benny



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post #6 of 9 (permalink) Old 12-02-2016, 02:43 PM
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Glad to see this working out and to Octopus - you will enjoy your car that much more once you install the RSB.
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post #7 of 9 (permalink) Old 12-02-2016, 03:52 PM Thread Starter
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Mike called this morning. Thanks so much to everyone for the help. I love my new Outback and just want to get this upgrade straightened out. It will be a much better vehicle afterward. Thanks again.
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post #8 of 9 (permalink) Old 12-09-2016, 02:41 PM
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Wrong Part Sent, Nobody Answering My Calls

I placed an order on Nov 25th, got a follow up about a conflicting part number on the 28th, which I appreciate (I have two different Subarus). On the 29th I received an email saying my order changed from "on hold" to "processing". My credit card's been charged with no shipping confirmation or communication since then. What I get for trying to save a few bucks I guess?

Edit: sorry for thread-jacking. I'm not used to tapatalk on my phone!

Sent from my iPhone using Tapatalk
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post #9 of 9 (permalink) Old 12-09-2016, 03:33 PM
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Quote:
Originally Posted by jchizzle View Post
I placed an order on Nov 25th, got a follow up about a conflicting part number on the 28th, which I appreciate (I have two different Subarus). On the 29th I received an email saying my order changed from "on hold" to "processing". My credit card's been charged with no shipping confirmation or communication since then. What I get for trying to save a few bucks I guess?

Edit: sorry for thread-jacking. I'm not used to tapatalk on my phone!

Sent from my iPhone using Tapatalk
Replying to your PM right now

thank you,
Benny



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