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**boiler7904** · Jul 13, 2010, 05:44 PM

Re: Any problem with autogeek.net?

Can't say I've had that problem but I'm in the US. It might have something to do with you being in Canada. I'm sure some of the Canadian members have ordered from them in the past. You probably don't want to hear that the order I placed Sunday night shipped Monday and is scheduled to be here on Friday.

**Bill Davidson** · Jul 13, 2010, 06:02 PM

Re: Any problem with autogeek.net?

So with the 20 days you've already waited, plus the 10 more you could possibly have to wait (on U.S. Postal Service), you could be 30 days before your order even begins to ship once again. Add 2 weeks onto that to begin the process again and you're at 1.5 months to get your stuff.

That's disappointing. Hopefully they get things figured out.

Good luck Marc

**FinalTouchDetail** · Jul 13, 2010, 06:13 PM

Re: Any problem with autogeek.net?

I always get my packages within 3 days of ordering and I'm across the US from them.

I also LOVE that every order gets a free sample bottle of a product of your choosing. 4oz of free FK425 detailer this time...yes please

**CieraSL** · Jul 13, 2010, 07:06 PM

Re: Any problem with autogeek.net?

Originally posted by boiler7904 View Post

Can't say I've had that problem but I'm in the US. It might have something to do with you being in Canada. I'm sure some of the Canadian members have ordered from them in the past. You probably don't want to hear that the order I placed Sunday night shipped Monday and is scheduled to be here on Friday.

Yep, I agree. Give them a call and they will get you straightened out. Take a look at this thread: http://meguiarsonline.com/forums/showthread.php?t=42805. Note that the OP of this thread is also located in Canada.

**Michael Stoops** · Jul 13, 2010, 07:30 PM

Re: Any problem with autogeek.net?

Hang on a second - we're a bit confused. When you say "it never left Florida" do you mean that USPS just shows it as having been picked up and then nothing, or did it leave AutoGeek late?

We've seen similar situations with shipping in the past, and it goes something like this:

Customer places order
We (or in your case, AutoGeek) fills the order
Tracking number is generated and package is ready for pick up. At this time, while it's technically possible to look up the tracking number online there is usually no real info available whether from USPS, FedEx or UPS. Once the package is actually moving through the system you can check its status along the way.
This is where it gets everyone into trouble: usually the ONLY person checking the tracking is the customer who's anxiously awaiting delivery of the order. The shipper (Meguiar's, AutoGeek, etc) has no feedback regarding progress of the shipment once it leaves our hands. We don't get a confirmation that it was delivered to you, or that it's running late, or anything else. So......
Customer checks tracking info and things are stagnant - the package isn't moving any more. What to do? Call the carrier, call the seller, or call both? Of course we are all happy to help because we want you to have your order in your hands, but even we are tied to what the carrier can do as far as tracking goes. If USPS requires 10 days of tracking then, inconvenient as that is, the seller's hands are kind of tied.
This only gets more complicated when shipping to Canada what with the import duties, etc involved.

From the sounds of it, AutoGeek did their part by shipping the order in a timely fashion. We hate to ask, but when you saw that the packaging didn't appear to be moving through the shipper's system, why did you wait so long to look into it? With all due respect, you're upset about how long it's taking to get the package to you, and you seem to be a bit upset at AutoGeek, but you knew a couple of weeks ago that the package appeared to be stagnant in the system - which generally means it's been misplaced. And yet, you didn't act until yesterday.

Obviously it's frustrating - maddening even. But there is some shared responsibility here. After all, you were the only one who knew something wasn't quite right with the shipment, and you knew that a couple of weeks ago.

**FinalTouchDetail** · Jul 13, 2010, 08:27 PM

Re: Any problem with autogeek.net?

Well said, Mike.

**Fly Bye** · Jul 13, 2010, 09:32 PM

Re: Any problem with autogeek.net?

Originally posted by DgenerationX View Post

I placed an order with them on the 06/23/2010.

I check the tracking number quite regulary

Hasn't even left florida. (as of 07/13/10)

So, to recap:

You placed an order June 23rd, you have been checking the tracking # quite regularly, it hasn't even left Florida yet, and you are just now saying something

According to Penny's response, the package is no longer in the possetion of Autogeek, so I'm not clear as to why you are upset with them, when clearly, you should be upset with the shipper, USPS in this case.

According to Penny's experience, when an inquiry is filed, the package usually starts moving again, so if you want your detailing supplies, you'll have to hold tight. You could cancel your order if you want, but don't cancel it thinking it's AG's fault, as they have alreay shipped it.

Can you tell us the day it was shipped/picked up by USPS?

**Bill Davidson** · Jul 13, 2010, 10:10 PM

Re: Any problem with autogeek.net?

Should all the responsibility fall on the customer? Sure Autogeek shipped the product, but is that where the relationship between business and customer ends? Why didn't USPS contact Autogeek? Why didn't Autogeek track the shipment? There are automated tools that allow a shipper to track a shipment after it leaves their facilities. I'm not sure about USPS, but Canada post will give you an option to receive emails as the package is moving. You can have an automated email sent to the customer as well. Autogeek could have potentially recognized there was an issue within 2-4 days when customs hadn't received the package.

Some companies do follow ups with clients, either via email or phone. Just because Autogeek is big doesn't mean they need to lose that personal touch.

Just asking... Should it be entirely up to the customer to make sure the package gets to them?

**DgenerationX** · Jul 14, 2010, 04:23 AM

Re: Any problem with autogeek.net?

Originally posted by Michael Stoops View Post

Hang on a second - we're a bit confused. When you say "it never left Florida" do you mean that USPS just shows it as having been picked up and then nothing, or did it leave AutoGeek late?

We've seen similar situations with shipping in the past, and it goes something like this:

Customer places order
We (or in your case, AutoGeek) fills the order
Tracking number is generated and package is ready for pick up. At this time, while it's technically possible to look up the tracking number online there is usually no real info available whether from USPS, FedEx or UPS. Once the package is actually moving through the system you can check its status along the way.
This is where it gets everyone into trouble: usually the ONLY person checking the tracking is the customer who's anxiously awaiting delivery of the order. The shipper (Meguiar's, AutoGeek, etc) has no feedback regarding progress of the shipment once it leaves our hands. We don't get a confirmation that it was delivered to you, or that it's running late, or anything else. So......
Customer checks tracking info and things are stagnant - the package isn't moving any more. What to do? Call the carrier, call the seller, or call both? Of course we are all happy to help because we want you to have your order in your hands, but even we are tied to what the carrier can do as far as tracking goes. If USPS requires 10 days of tracking then, inconvenient as that is, the seller's hands are kind of tied.
This only gets more complicated when shipping to Canada what with the import duties, etc involved.

From the sounds of it, AutoGeek did their part by shipping the order in a timely fashion. We hate to ask, but when you saw that the packaging didn't appear to be moving through the shipper's system, why did you wait so long to look into it? With all due respect, you're upset about how long it's taking to get the package to you, and you seem to be a bit upset at AutoGeek, but you knew a couple of weeks ago that the package appeared to be stagnant in the system - which generally means it's been misplaced. And yet, you didn't act until yesterday.

Obviously it's frustrating - maddening even. But there is some shared responsibility here. After all, you were the only one who knew something wasn't quite right with the shipment, and you knew that a couple of weeks ago.

Normally, when you are in Canada and you order from the States, it takes about 2 weeks for the package to get in. That's why I waited so long. I told myself that maybe the tracking was wrong and maybe it was almost here, maybe it sounds stupid to you, but I do not order online every day...

Originally posted by Fly Bye View Post

So, to recap:

You placed an order June 23rd, you have been checking the tracking # quite regularly, it hasn't even left Florida yet, and you are just now saying something

According to Penny's response, the package is no longer in the possetion of Autogeek, so I'm not clear as to why you are upset with them, when clearly, you should be upset with the shipper, USPS in this case.

According to Penny's experience, when an inquiry is filed, the package usually starts moving again, so if you want your detailing supplies, you'll have to hold tight. You could cancel your order if you want, but don't cancel it thinking it's AG's fault, as they have alreay shipped it.

Can you tell us the day it was shipped/picked up by USPS?

This is what I could see on USPS until monday:

	International Dispatch, June 25, 2010, 9:38 am, ISC MIAMI FL (USPS)
	Arrival
	Electronic Shipping Info Received, June 24, 2010

Originally posted by Bill Davidson View Post

Should all the responsibility fall on the customer? Sure Autogeek shipped the product, but is that where the relationship between business and customer ends? Why didn't USPS contact Autogeek? Why didn't Autogeek track the shipment? There are automated tools that allow a shipper to track a shipment after it leaves their facilities. I'm not sure about USPS, but Canada post will give you an option to receive emails as the package is moving. You can have an automated email sent to the customer as well. Autogeek could have potentially recognized there was an issue within 2-4 days when customs hadn't received the package.

Some companies do follow ups with clients, either via email or phone. Just because Autogeek is big doesn't mean they need to lose that personal touch.

Just asking... Should it be entirely up to the customer to make sure the package gets to them?

Thanks for understanding Bill, you all know it's nothing personal about autogeek, i'm just desapointed.

This is what I could see this morning when I tracked the package:

	Out of Foreign Customs, July 13, 2010, 10:19 am, CANADA
	Into Foreign Customs, July 13, 2010, 8:41 am, CANADA
	Arrived Abroad, July 13, 2010, 8:41 am, CANADA
	International Dispatch, June 25, 2010, 9:38 am, ISC MIAMI FL (USPS)
	Arrival
	Electronic Shipping Info Received, June 24, 2010

**Michael Stoops** · Jul 14, 2010, 07:33 AM

Re: Any problem with autogeek.net?

Originally posted by DgenerationX View Post

you all know it's nothing personal about autogeek, i'm just desapointed.

Absolutely 100% understood. Anyone would be disappointed under the circumstances.

**Mike Phillips** · Jul 14, 2010, 07:43 AM

Re: Any problem with autogeek.net?

Just to add...

I've been here almost one year since departing Meguiar's and each day I see first hand the order processing, shipping and customer care and it's top notch. Each week we our regular meetings and the first topic to be addressed is "Customer Service" and above everything else, it is the segment of Autogeek's business that is the highest priority bar none.

Max, the owner sets the standard, leads by example and expects 110% from all his employees.

We always encourage anyone with a question about their shipment or any other topic to call us first and give us the opportunity to resolve any issues. If the phones are busy, and they usually are, then leave a voice mail and carefully leave your return phone number and someone will call you back.

**Bill Davidson** · Jul 14, 2010, 08:32 AM

Re: Any problem with autogeek.net?

Originally posted by DgenerationX View Post

	Out of Foreign Customs, July 13, 2010, 10:19 am, CANADA
	Into Foreign Customs, July 13, 2010, 8:41 am, CANADA
	Arrived Abroad, July 13, 2010, 8:41 am, CANADA
	International Dispatch, June 25, 2010, 9:38 am, ISC MIAMI FL (USPS)
	Arrival
	Electronic Shipping Info Received, June 24, 2010

So basically your order sat in Customs for 10-12 days before being looked at and scanned as "received".

Now that the package has left customs, Canada Post should deliver it within 5 days. Likely you'll see your stuff by this weekend.

**DgenerationX** · Jul 14, 2010, 09:32 AM

Re: Any problem with autogeek.net?

ITS HEREEEEEEEEE!!! I was having a nap and they came to deliver! BUT, I have to pay a 30$ duty taxe. I always end up getting screwed with that tax! I didn't have any money on my hand when they come to deliver so I have to go to the post office after 17h and pay for the taxe to have my package.

Thanks for taking the time to read.

**Bill Davidson** · Jul 14, 2010, 09:47 AM

Re: Any problem with autogeek.net?

Originally posted by DgenerationX View Post

ITS HEREEEEEEEEE!!! I was having a nap and they came to deliver! BUT, I have to pay a 30$ duty taxe. I always end up getting screwed with that tax! I didn't have any money on my hand when they come to deliver so I have to go to the post office after 17h and pay for the taxe to have my package.

Thanks for taking the time to read.

Sorry Marc, I had to laugh. After all that... the Post Man takes it away again.
Oh, man!

Glad you will be able to detail this weekend

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