Auto Atlanta customer service sucks, buy elsewhere

I have purchased quite a few items from Pelican, but in this last instance where I needed an evaporator for my car (2002 C4S), funds were low and I opted to get a generic evaporator from Auto Atlanta as Pelican did not offer it. I ordered based on what they offer on their website and as it turns out, it was the wrong part. They completely refuse to accept any negligence on their part and now they want me to be responsible for the cost of shipping back to them as well as re stocking fee. Keep in mind that I did call to make sure I was going to get the right part (their website is about the worse online shopping experience ever...) as I had to ship the part overseas. Instead of admitting to part of the responsibility, they in turn are arrogant about it, specially a person by the name of Leo. As it turns out, there are two versions of the evaporator for our cars, but they only list one and claim there is only one version, though I have pictures that prove otherwise. My car is left hand drive (just like USA). If they had given two options and I chose the wrong one, then it would be completely my fault, but this was not the case. Hopefully this saves someone the headache of having to deal with a company that is obviously not in tune with what customer service is all about. If you read this on other Porsche boards, my apologies as I want to make sure the message gets across.

That's good to know. I use their site for part diagrams all the time but have never bought from them. Try Sunset Porsche next time (Andraya Hayward is very helpful and professional [email removed] ). They are top-notch and will also use your VIN to verify ALL the parts you order from them to ensure 100% accuracy. Suncoast Porsche should also be very good if you prefer a closer one.

I've visited them before...they seem to have a big collection of 914s and they sounded like they know exactly what they're doing. But that was 4-5 years back, before I even had my first Porsche. I never would have think they suck at customer service, but now I guess that will give me second thoughts.

Theyre awful. I've used them a year ago to buy calipers (rotors and pads too I believe.. cant remember) for my SL600 (spent a good amount of coin). After about two weeks of radio silence from them after taking payment, they just refunded the money without any explanation or anything. Would have been nice to know they couldnt fulfil my order instead of no communication what-so-ever; after all said and done I was set back one month because the other place I could have ordered from sold out 3 days prior to the refund of funds. A month of my time was essentially wasted without any good reason. I still get emails from Auto Atlanta and it boils my blood whenever I see it.

Here is proof that what they sent me is in fact the wrong part. They claim they have sold "hundreds" of these with no issues, but my mechanic told me that all the evaporators he has seen on 996s look identical to the one that was on my car (the darker one in the pic). At the end of the day it's a $200 loss, not big in the grand scheme of things, but it is a matter of principle more than anything, something that obviously lacks at Auto Atlanta.

Edit: can't type worth a damn on my phone. Will rewrite this when I get home.

Gus, not sure how you paid, or how Panamanian credit card rules work, but if that happened to me, I would call Visa/Amex/MC and they would all take it back on their side, and I would not incur the costs to return. Almost all major credit card companies (again, in the US) offer purchase/return protection. It would be worth it to reach out to yours and see what they will do for you. GL, DS

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Pretty much exactly what I was going to say in my edited post. +1 Seriously, don't take a loss if you aren't forced to...

Although mine was pretty minor in the grand scheme, I had a similar experience. I ordered by part number, they sent the wrong part, and refused to respond to any emails on the subject. In my case it was just a matter of a different brake pad and I was in a bind so I had to use what they sent. I was glad to figure them out on a cheap item. I certainly wouldn't consider them for anything of high value. Six months later they had the nerve to send a customer service survey....

Vertex isn't much better. The carpet set I ordered for my '88 911 was short two pieces, and instead of actually taking care of it they just passed me off to their supplier. It took over two months of back/forth to get the correct pieces, because they kept sending the wrong color. Pelican is my go-to, mainly because I waste so much time on their excellent forums. Good prices, good parts, fast shipping. I'm also very happy with ECS and Suncoast and order items from each, as they tend to have things that Pelican doesn't. Hey Ashai, you know that Porsche has the parts catalog online for free, right? http://www.porsche.com/usa/accessori...artscatalogue/ Open it in the Adobe reader for faster performance, it tends to lag in your browser.

Well I dont live close by to Auto Atlanta, but close enough by that if I need something I will just email them with what I need, they will pull it for me, and it will be ready for pickup for me when I get there, but I do always call or check before I just go up. I always deal wit Leo, and cant say I have any complaints, you do have to be careful with their catalog from what I have seen, it lists a lot of similar things together and you have to ensure you are picking the correct one, even if you call, you need to know which is the correct one, and not rely on them so much. They are 914 and early 911 providers for the most part and have a little of everything else, might be wise to keep that in mind when you try them out now or in the future.

I'm 99% confident that I will never buy again from them. Pelican is a perfect example of a company that does it right and one can in fact "rely on them". I'll look into the credit card side of things, but at the end of the day, they will say "we showed a picture of what he was going to get and he got that". Where they failed miserably is in saying "the picture of the thing we are going to send you is not the correct part that you need".

Just for what it is worth - there is no doubt an order can get screwed up with any vendor. I'm not defending AutoAtlanta in this particular instance, but I have ordered many parts from them and have had no problems whatsoever. I can clearly see where a overseas part shipment where you receive the wrong part is a total bummer. I use their online parts catalog extensively when researching replacement parts, double check with OE part numbers from the part I'm replacing (every Porsche part has a number stamped on it somewhere), and then check part numbers with Pelican, Sun Coast, Sunset and Porsche. I'll even Google part numbers to make sure there is no difference. AutoAtlanta has always been spot on with replacement parts when I have ordered from them.

Sounds like AA needs a remedial course in customer service. Does the math... The cost of reshipping...work for them ? Vs One pissed off, rightly so, customer ranting on the biggest Porsche Forum in the World...if I were the CEO the answer would be no.

I think that's the primary point. Everyone makes mistakes and sends the wrong part occasionally. What matters is what happens next. How do they resolve the problem? From what's posted in this thread it's apparent the answer isn't what most of us expect.

i usually use pelican as well, but many orders from vertex and no problems at all.

FWIW. I recently had an experience that started out similar to the OP but with a much better ending. I ordered a water pump for my 996 from ECS Tuning and their web site incorrectly listed the 997 pump as the correct replacement. I did a quick double check and couldn't find any evidence online indicating that the 997 part wasn't the right one. I only noticed when I was attempting to install the pump into the car since the pumps are almost identical (but not quite). One of the guys from ECS Tuning actually read my question on this forum and started the process to replace the pump. They were very apologetic, fixed the web site, and replaced the incorrect part without any cost to me at all. Awesome service. People can make mistakes. But it is how they respond to mistakes that show their true character. Would I buy another part from ECS? Absolutely. Would I buy anything from Auto Atlanta after this post? Absolutely not.

ECS has amazing customer service.

Well, doing a bit of spring refresh and ordered parts from Pelican, Suncoast and AutoAtlanta. Let's see how it all goes......

AA has a horrible reputation in the 914 scene, not sure how they can survive but I try to avoid them whenever I can. You have to check a few threads on 914world to get the picture but I would always go with Pelican, Vertex, Sierra Madre, ... before I buy something from AA.

I have to say that Autoatlanta is NOT the place to order parts. Most recently they sent me the wrong part based on their advice over the phone. Told me to return it and now won't refund my cost because they claim it is damaged. I never installed the part and returned it back to them in the same packaging etc. I have spoke to them personally and the parts people ( no names here to protect the innocent) tell me the owner is an *******. SO.....................................I have filed a claim with American Express.

I always have great buying experience with pelican. And i like their free stickers too

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+ on the free stickers. On a recent order I did not get a sticker. Casually mentioned it in the next survey they sent. No biggie but I did miss it. I like them the various colors and car models etc. Next order I get a baggie with 10 yes 10 Pelican stickers.

I've had good experiences with Pelican, Vertex and Jim Ellis. I've had a poor experience with Einmalig because they told me on the phone that parts were available and then it transpired that they ordered them from Germany. Also poor communication with me having to initiate everything.

I have bought a lot of stuff from AA and always had a great experience. Sorry to hear that your experience was not positive. I had a poor experience with PP but that isn't typical for PP nor do I think that its typical for AA. No seller is perfect.