TIMELINE OF EVENTS AND DETAILED
INTERACTIONS FOR LUKE WEBB ORDER
11/17/04
Order placed by Mr. Webb through internet ordering
system. Ordered M5 flywheel and Stage1 clutch.
Screen shot of UUC Order Management System:
12/16/04
Order delayed due to backorder of components, not
charged until shipped.
Flywheel sent directly from UUC, backordered clutch kit
drop-shipped directly from SPEC - as discovered later,
wrong shipping address accidentally supplied to SPEC, clutch was shipped
to billing address in NC instead of CA. Likewise, as discovered later,
SPEC misinformed UUC that the clutch had shipped.
5/24/05, 11:47PM
First contact from Mr. Webb, over five months since
order was shipped:
From: <luke.webb@XXXXXXXX>
Sent: Sunday, April 24, 2005 11:47 PM
Rob,
I purchased your stage three clutch for my M5 in November. I
received the flywheel, mounting hardware, and slave cylinder. On the
invoice there was a note saying the clutch would be drop shipped. It is
now nearing the end of April and I have still not received the clutch,
throwout bearing, or pressure plate.
Since I am deployed to the Middle East my wife has tried calling you
and she keeps getting the runaround as well. You told her you would send
her a tracking number, the item has shipped, or that you would get back
with her and you haven't complied with this.
I want a tracking number sent to this e-mail and I want my product ASAP.
Thank you,
Luke Webb
Contact from Mrs. Webb some time
between 12/04 and 5/05 was limited to asking for tracking number from SPEC,
which was promptly supplied.
5/25/05, 9:44AM
Reply to Mr. Webb:
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Monday, April 25, 2005 9:44 AM
Hi Luke,
The clutch component of your package was drop-shipped directly from SPEC
(the clutch manufacturer) to save time as we were temporarily out of stock
on the part in our warehouse.
I just spoke with their shipping department and confirmed that the clutch
was definitely shipped in January via UPS. Here are all the
details:
Tracking Number: 1Z 333 421 03 4272 502 4
Service Type: GROUND
Weight: 26.00 Lbs
Status: Delivered
Delivered on: Jan 14, 2005 4:14 P.M.
Shipped or Billed on: Jan 12, 2005
Is there a possibility that someone may have received the package for you?
We can try to put a claim in with UPS, but I suspect their limitation of
liability may have expired. Please get back to me ASAP so we can get
this
resolved.
- Rob Levinson
UUC Motorwerks * 908-874-9092 * http://www.uucmotorwerks.com
SPEC delayed shipment of clutch
until 1/12/05, unknown to UUC.
5/26/05 - THIS ENTIRE EXCHANGE
TAKES PLACE WITHIN ONE DAY:
(time stamps on Mr. Webb's e-mails appear
"wrong" due to time zone difference.)
Reply from Mr. Webb:
From: <luke.webb@XXXXXXXXXXX>
To: <rob@shortshifter.com>
Sent: Tuesday, April 26, 2005 3:28 AM
Rob,
The reason I never recieved it is because it went to Goldsboro
NC instead of Wheatland CA. Goldsboro was my billing address but
Wheatland is my shipping address.
The parts were shipped but to the wrong place.
Reply to Mr. Webb:
As a replacement
clutch kit from SPEC was backordered, recovery of the package was the expedient
attempt.
From: Rob Levinson * UUC Motorwerks [mailto:rob@shortshifter.com]
Sent: 26-Apr-2005 3:18 PM
To: Webb Luke
Hi Luke,
Is there anyone at that address you know who might have the package?
- Rob
On Apr 26, 2005, at 7:12 AM, <luke.webb@XXXXXXXXXXXXXX>
wrote:
No, we moved from there in January of 2004.
From: Rob Levinson * UUC Motorwerks [mailto:rob@shortshifter.com]
Sent: 26-Apr-2005 3:25 PM
To: Webb Luke
Can you contact the new owners, or do you know somebody local? What
can we do to recover that expensive package back short of driving out
there and knocking on the door?
- Rob
From: <luke.webb@XXXXXXXXXXX>
Sent: Tuesday, April 26, 2005 8:07 AM
I got a hold of the residents at my old address. How can we work it so
UPS can send it?
A variety of options offered to Mr.
Webb:
From: Rob Levinson * UUC Motorwerks [mailto:rob@shortshifter.com]
Sent: 26-Apr-2005 5:07 PM
Excellent!
A few options:
1) We can send a call tag to pick it up - that means it comes back here
first before it gets re-sent to you, which adds a few days.
2) The recipient can send it directly to you and we'll reimburse them
for the shipping charges... which requires explaining to them, and them
trusting that they will get paid back.
Tell me which route you would prefer to follow.
- Rob
From: <luke.webb@XXXXXXXXXXXX>
Sent: Tuesday, April 26, 2005 9:08 AM
Well the call tag will work. That is fine, considering it has been 4
months already a few more days won't be any real heartache. So does the
UPS truck go to the house?
Do you have the correct shipping address for pickup and delivery?
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Tuesday, April 26, 2005 9:23 AM
UPS will come right to their house. Can you please confirm that
someone is home during the day?
Pickup address should be:
(actual addresses X'd out to preserve privacy)
(Name?)
XXXXXXXXXXXXXX Dr.
Goldsboro, NC 27534
Delivery address:
Luke Webb
XXXXXXXXXXXXXX Ct.
Wheatland, CA 95692
Are these correct?
From: <luke.webb@XXXXXXXXXXXXX>
Sent: Tuesday, April 26, 2005 9:29 AM
That is correct. The XXXXXX family lives there now. They will have someone
there tomorrow.
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Tuesday, April 26, 2005 9:35 AM
We'll put the pick-up order in today, but UPS may take 1-2 days to
actually show up.
From: <luke.webb@XXXXXXXXXX>
Sent: Tuesday, April 26, 2005 9:36 AM
Ok, excellent. Thank you for clearing the situation up.
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Tuesday, April 26, 2005 10:02 AM
Always glad to help when I am aware of a
"situation".
Please let me know if I may be of further assistance.
5/10/05
From: <luke.webb@XXXXXXXXXXX>
Sent: Tuesday, May 10, 2005 4:37 PM
Have you received the clutch from NC and shipped it to
California yet? If so can I get a tracking number?
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Tuesday, May 10, 2005 4:44 PM
I'll check with my shipping manager first thing in the morning - he's gone
for the day and the shipping computer is locked up until tomorrow.
Pickup from NC address confirmed
5/17.
5/17/05
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Hi Luke,
I suspect because the package came in with no RMA# on it, that it was
simply
shelved - the shipping department had no idea what to do with it. I
can't
seem to find it, although the UPS tracking clearly indicates that we
received it.
I have authorized a replacement to be sent out to you today so we can
finally get all the loose ends tied up.
Best regards,
- Rob Levinson
UUC Motorwerks * 908-874-9092 * http://www.uucmotorwerks.com
Clutch kits back in stock.
Despite internal confusion about returned package, replacement immediately sent.
5/24/05
From: <luke.webb@XXXXXXXXXX>
Sent: Monday, May 23, 2005 11:19 AM
Subject: RE: FW: UUC Stage 3 clutch
Do you have a tracking number for the package that you sent to me?
Normal shipping time from NJ to CA is 5-7
business days.
From: "Rob Levinson * UUC Motorwerks"
<rob@shortshifter.com>
Sent: Tuesday, May 24, 2005 2:29 PM
Hi Luke,
UPS# 1Z 9Y1 XXX XX XXXX XXX X - should arrive today.
LAST COMMUNICATION EVER RECEIVED
FROM MR. WEBB:
From: <luke.webb@XXXXXXXXXXXX>
Sent: Tuesday, May 24, 2005 2:32 PM
Thanks Rob.
DELIVERY CONFIRMATION FROM UPS
