FAQ
Below are common questions that routinely get asked in the ordering
or follow up phase of most orders.
The answers provided should address the majority of customer
service problems. But, if you feel that your question
doesnât fit, feel free to call us during our normal
business hours.
1. Who are you?
We are the retail division of one of the Northeastâs
largest
OEM auto parts wholesalers and we service collision and general
repair facilities all the way from Newark, NJ up the
Hudson Valley to Dutchess County, NY and west to Scranton &
Wilkes-Barre, PA.We saw the opportunity to leverage our inventory
with retail customers all over the world via the internet. Our
mission is very simple: exceed customer expectations. Weâve
been doing that for our wholesale and local customers for over
30 years and now our worldwide customers are getting the same
service level.
2. Where are you? Sussex,
NJ
3. If I need to call, when will a human be
available? Our phones are manned from 8 AM to 9
PM and on Saturdays from 8 AM to 3:30 PM. We are on North American
Eastern Time which is GMT -5. Select ãInternet Parts
Specialistä from the phone auto attendant.
4. What is the phone number to call? North
American toll free at 888-528-2200 or for international or direct calls
use 973-875-7938.
5. What lines of parts are you retailing?
For the moment just Daimler Chrysler products.
6. I am interested in parts for my legacy
or antique Chrysler, Plymouth, Dodge, DeSoto, Jeep. Do you
have them? Our ability to mine the legacy
networks is quite shallow. Our true ability to search catalogs
goes back to 1984 so if you have something from the muscle era or
earlier, we will not likely have the ability to help out much.
7. Do you have recommendations for legacy parts
support? We have no official recommendations but www.laysons.com might
be a place to start for traditional Mopar support and www.4wd.com seems
a good place for Jeeps of all kinds. Be advised we have no
official connection to either of these and cannot vouch for what
they have or do not have. As always, Google is
your friend.
8. Do you have collectables or promotional
items? We are adding online catalogs for these items
so keep checking back frequently.
9. I am placing an order using the online
catalog. How do I know it is being processed? When
you submit an order online, it first goes to a pending list. A
human will take the next one in the queue and print it off. That
order will be verified for accuracy by looking up the parts on the
order based on the VIN that is submitted. If the part number
checks out then a price quote is established for the order. If
the pricing matches then the quote becomes an invoice. At that
point the order on the web is marked as in stock and you receive
an email confirmation that the order is now processing. The
parts are picked from inventory, packaged, and then handed off to
the shipper. As the order is closed, your credit card will
be charged for the invoice total and you will receive another email
detailing the shipping info including tracking number and invoice
total.
10. My order says
"Processing" but it has been a couple of days since
I received an email. Although we are a large
facility with a tremendous inventory, we do not have on hand
every individual part for every currently supported vehicle. Not
even Chryslerâs national parts depots have everything
in stock. Thus, we may have had to order your item from the
Mopar parts system. For at least 80% of orders, we will
have the part on a next day basis provided your order was processed
prior to Moparâs deadline of 2 PM. We do our utmost
to get everything cleared out of the pending queue by noon
in order to get any parts that need to be ordered from Mopar
on our daily order.
11. What about backorders? Sometimes
the national Mopar supply chain does not have a ready supply of a particular
part and that part is backordered. This means it is not available to
anybody. If your order happens to have a part on national backorder,
we put into the comment to customer box a note acknowledging the backorder
along with any indication of when this item might be available. For
such an item, patience is the operative word and know that there are
others across the country in the same situation. We will do our
best to do dealer-to-dealer trades to get what you are looking for if
the national system is not responsive.
12. Why do you need my VIN? Virtually
every auto manufacturer in the world is now using the Vehicle Identification
Number for parts requests and service tracking and the old days of asking
for year, make, model are now gone. Having the VIN allows us to
see your vehicle as it left the factory assembly line down to each nut
or bolt. Many vehicles had a wide array of choices and the VIN
reduces those choices down to exactly the right piece.
13. Where can I find the VIN? The
VIN is easily found on the registration, insurance card, title or by
looking through the windshield by the driverâs side at a
tag embedded in the dash. It can also be found inside the driverâs
door frame.
It may seem picky but the extra 2 minutes retrieving
the VIN saves you a lot of aggravation by giving us the right
tool to find the right part the first time.
14. I received the wrong part. What
now? There is a Return button in the web site you
can use to alert us to the problem. Please tell us as much
as you can as to what is wrong. Did you include the VIN with
your original order? If you prefer, you can call us at the
numbers listed earlier and have the order #, part #, and VIN handy.
15. How is shipping calculated?
We have a 7.95 minimum shipping charge. Shipping is
calculated using package dimensions, weight, and distance.
Items that exceed UPS guidelines will be shipped via common carrier and there is a $100.00 surcharge on top of the freight carrier's cost. Bear in mind many sheet metal and collision parts (like bumpers, fascias, quarter panels, etc) exceed UPS guidelines so common carrier is the only shipping option available. If your order requires shipping other than UPS or USPS we will contact you prior to closing the order.
16. Who do you use for shipping? Right
now we are using either UPS or DHL for
domestic shipping and US
Postal Service Global Express for international and APO/FPO orders.
17.
Do you have a newsletter?
RamNetNews comes out periodically (4 or so times a year) or
as specials may warrant. It comes in plain text without
HTML formatting and will announce new catalog items or special
deals. We hate spam as much as anybody which is why we
only send this out periodically.
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