Aftermarket, Wrecked, Salvaged, Used Truck, Pickup, Van, & SUV Parts • 903 Del Paso Blvd., Sacramento, CA 95815 • (888) 600-9294

Subway Truck Part’s View of Negative Online Reviews

Posted by at 10 January, at 23 : 07 PM Print

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Subway Truck Part’s View of Negative Online Reviews

A Response, Dated 01-09-2013

As the owner of Subway Truck Parts, Inc., I have to first state that ________ is uninformed or inexperienced in the dynamics of the inventory in the automotive recycling world.  Please read on….
Yelp has its own very interesting dynamics, especially when an unjustified review is posted that could have a HUGE effect on a business, especially a very small, family owned business.  I want my customers and Yelp followers to know that before writing this reply/comment, I attempt to twice “message” ________, but without a response.  I attempted to communicate with Yelp by “flagging” ________ review.  I was unable to obtain a response from Yelp.  However, I am now pleased that I can explain some of the dynamics in the world of used automotive parts.
I do not know how ________ came to contact Subway Truck Parts, Inc.  I do not know if it was by phone or if he was a “walk in.”  We advertise in many places.  In some of these advertising venues, we are able to post pictures of our “New Arrivals.”  Since we are an automotive parts recycler, we do not have any control over the inventory that is made available to us.  We can’t predict what and when a vehicle will be wrecked that ends up at the automotive salvage auctions.  We then have to be the highest bidder.  When we are the successful high bidder, we perform an inventory of the sellable parts and post “New Arrival” information where appropriate, such as our web page, Craigslist, and an international parts locating service.  Parts begin to sell immediately.  The only parts inventory database that is always up-to-date is on our in-house computerized inventory server.  Although not impossible (but it would be expensive/cost ineffective), we just can’t edit these “New Arrival” postings every time a part sells.  Our advertisements are designed to elicit a telephone call so we can obtain the most accurate information to provide the correct part needed for our customer.  We boast a less than 1% return rate for all our parts!
Often people see photos of our “New Arrivals” and assume the part in the photo is the correct part they are looking for and applicable to their specific application.  All too often, our questions of the customer determine that the part/vehicle they see in the photo is not correct for their application.  (We utilize the best parts interchange software available).  At that point we will know if we do have the correct part and if not, we will do our best to either find and obtain the correct part OR refer the customer to another REPUTABLE auto dismantler.
“Reputable” takes me to ________’s comment of “I SAY BEWARE….there are better informed and more courteous automotive recyclers and dismantlers in the area.”  Sorry ________, but I disagree.  Subway Truck Parts is celebrating its 90th Anniversary in 2013 under the same family ownership.  We have not made it 90 years by operating our business in a manner you attempt to portray.  In fact, our business has been at its best every year these past several years.  We can’t achieve growth and success by operating in the manner you describe.
In fact and because of our name due to our longevity and reputation, we receive countless calls daily for parts the customer knows we do not handle.  For example:  “Hi Subway, this is Moe, I buy my pickup parts from you but need a part for my wife’s BMW.  Can you look the part up for me and refer me to someone who won’t screw me?”  Unfortunately, because our industry has transitioned to more of the type of automotive dismantler you describe, we are happy to direct our customers to someone reputable.  And likewise, many other automotive dismantlers refer to us.
I work very hard to find quality people to work in my auto dismantling facility, and finding good people to work in a environment that is often dirty and sometimes hot or cold or rainy is difficult.  None of us, anywhere/anytime are always “on our game.”  We all have our issues and slip ups.  So another “issue” I have with review postings like yours is when the reviewer does not engage the owner or manager for additional help, clarification, or a complaint.  Again, reviews like yours without overall knowledge of the dynamics of certain businesses or without asking for an owner/manager is not fair, in my opinion.  I am a Yelper myself and I will not post such a negative review like yours without first advising a supervisor/owner/manager my feelings of the product, service, or both.
To ________:  Your profile photo indicates you are a police officer.  I thank you for your sacrifices and for your service to the public and genuinely ask you to be careful out there!  As a 20-year honorably retired law enforcement officer myself, I mean it.  My law enforcement career caused me to apply the policy and procedure guidelines law enforcement operates under to my business plan, and it has worked very well.  I thank you for your review as it has given me the opportunity to write this comment and hope it helps all who consider buying Quality Used/Recycled and Guaranteed Auto Parts, whether from Subway Truck Parts, Inc. or elsewhere.

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4 Comments

  1. Angi Mar 07, 2013
    Reply

    I would like to add that some of the nicest folks I’ve known are the ones who work in the automotive parts industry. They are also some of the fairest. When I began working on cars with my late spouse, I was amazed at how much one had to know before some of the parts could be ordered in a store! It’s even more so pulling them or ordering them at a dismantler’s–although more exciting, I must admit, to pull them…but I digress. These people who pull and sell the parts work with an ever-changing inventory, and are doing a huge service for those of us who want to do the work ourselves, but cannot afford the expensive new or even aftermarket parts from a dealer or even the local parts store. They also know much more and often have advice to offer or suggestions–sometimes costing them a sale, but that saves their customer time, money, and headaches. Sure, these guys may have a growly day. But if you ever worked in the rain, heat, or ate a meal topped with motor grease, you might get a little growly sometimes, too. (Note: motor grease tastes better than gojo cleaner. Trust me, I’ve had both.) As a newbie, I was treated very well by these seasoned folks; so was my sweetheart, the “old hand”. It’s good to see that parts yards, as we called them, still are there, and I can still visit online. In this case, for Subway Truck Parts, you are also my neighbor, and I have been proud to claim it.

    • subwaytruckparts Mar 07, 2013
      Reply

      Dear “koldweld:”

      Wow! Thank you very much for the well thought out and very intuitive blog posting! The time and thoughtfulness you have taken to post on our behalf is appreciated more than you know. This is a tough business, and even more tough as of late! I loved your “growly day” comments! Many of us that are small business owners have commented as of late on how “growly” customers have become. Seemingly a sign of a still questionable and uncertain economy. So when you combine dust, dirt, rain, cold, hot and too-often-of-late “growly” customers, it certainly tests our patience! But we try. I guess after 90-years in business (the last 15 under my management with improved efficiency, productivity, excessive and increasing regulatory compliance), it feels good to know we we still “do it right.”

      In a time where people complain but can’t find it in them to praise, your words and time mean more to us than you know!

      Sincerely,

      Brad Martin
      Vice President / General Manager

      Providing you late model, lower mileage used/recycled/guaranteed pick-up, van, SUV and truck parts since 1923.

      Subway Truck Parts, Inc.
      903 Del Paso Blvd.
      Sacramento, CA 95815
      888.600.9294
      916.925.0458
      http://www.subwaytruckparts.com
      partsrequest@subwaytruckparts.com
      Open Monday –Friday, 7:30 a.m. – 5:30 p.m. California Time

  2. Troy Vorse Apr 18, 2013
    Reply

    Well done Mr. Martin. I applaud your initiative to address not only the negative response, but the general public on the inner workings of your business. This at least allows people to be better informed about a subject matter before ‘being uniformed’ in their opinion based on their experience.

    As the owner of a media and reputation consulting business in Sacramento and the Bay Area, I am continuously ‘nudging’ local business owners to address all responses, negative or positive, left on social media sites or citation sites (Yelp,YellowPages, Manta, etc.). This allows potential customers to get all sides (two sides to every point, right?) to an issue so they are better informed when making a decision to use a business’ services.

    Reasons for responding to a disgruntled customer(some are justifiably disappointed) should be obvious, to clear your good name by adding more and accurate facts about the user experience. But, acknowledging a positive review is equally rewarding, letting that patron know you appreciate the time they took to express their experience and that you are involved in your business.

    This also makes my job easier, which is to show the public why they should choose my client’s business over their competitors. Businesses need to be responsible for themselves before I can help them. Although, I do understand it can be difficult for many business owners in understanding the multitude of social platforms or even just expressing themselves without getting into a ‘tit-for-tat’.

    So, I praise you again for publicly defending the reputation of Subway Truck Parts, as well as educating the general public (future customers) on the processes of your business. Also as important, how to more efficiently address concerns with your and other businesses when their experience is not as perfect as they expected.

    Bravo, Brad Martin!

    Troy Vorse
    MobiLocalBiz

    • subwaytruckparts Apr 23, 2013
      Reply

      Mr. Vorse:

      Many thanks for your comments, compliments, and perspectives, and for taking the
      time to respond to my article.

      With Appreciation!

      Brad Martin
      Vice President / General Manager


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