Introduction

[Eckler's]

Hey all,

My name is Trevor and I work with Eckler's Industries, specifically MAC's Auto Parts. Anyway, I'm here to try to help answer any of your questions or concerns so by all means feel free to shoot me a message if anything comes up.

[KiWinUS]

Thanks for the support !!
Cheers
Tony

[JM 35 Sedan]

There have been quite a few posts here about the problems folks are having with there orders to MAC's. Doing a search here might bring many of them up to read if you have not already seen those.

[trainguy]

Welcome!It is a good idea to keep attuned to your marketplace.Forum,s such as the Ford Barn are a important source of feedback both positive and negative.Taking a proactive posiisition is much better than sitting back and letting the cards fall as they may! Good luck,Phil

[AlDeBear]

Welcome to the Ford Barn Trevor. It's good you are here. Good for Mac's and good for us. Thanks for the support.

[4tford]

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Welcome Trevor. I am sure you have heard a lot of complaints as well as some kudos. Sure hope you are able to pull some strings and get things straightened out.

[19Fordy]

Hey Trevor. Glad you opened the Fordbarn garage door. Welcome. Please talk to Mr. Eckler about the excessive shipping charges that so many folks are unhappy with.

[Eckler's]

Hey all,
Thanks for the welcome. I'd just like to say that I'm happy to be of help wherever possible, whether that be helping out with the technical side or just passing on your comments/concerns to the higher-ups, and I will try my best to respond as soon as I'm available.

[trainguy]

One of the most unforgettable Mac,s Boners was when if you wanted your order in a hurry you could pay additional$$$ !That told me that some one who did not pay had to wait!!!I am sure that policy PO'd a lot of customers.I always wondered if Mac's Ever figured it out?

[JM 35 Sedan]

Originally Posted by Eckler's

Hey all,
Thanks for the welcome. I'd just like to say that I'm happy to be of help wherever possible, whether that be helping out with the technical side or just passing on your comments/concerns to the higher-ups, and I will try my best to respond as soon as I'm available.

Posting here is probably a good start for MAC's to improve relations with some unhappy customer's.

I will post some of the threads here that I mentioned in my earlier post. Maybe you have read these already but you did not indicate that you had:

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

https://www.fordbarn.com/forum/showth...Mac%27s+Orders

There are more if you type "MAC's Orders" into the search box, but I will stop at this point.

[roadster36]

I have to agree with 19fordy about the excessive shipping charges. I have been on line three times buying parts for my roadster and each time the charges were over twice the charges from their competitors. It pays to keep shipping and sales taxes in mind when spending hundreds or thousands of $$ on parts. Vendors have to be honest about their parts as well. I shopped around for a clutch and parts trying to find someone who had one in stock ready to ship since I need this car finished NOW. A well known shop in San Dimas said they had it and would ship it as soon as my core arrived at their shop. Fast forward almost three weeks and still no clutch. When I called to inquire they said they never received the core. I told them the exact time the USPS dropped it off at their front counter. So now I am out a clutch and the shipping to them. How can you run a business like that ? I will never deal with them again.

[FireEngineMike]

Trevor, this is a suggestion for counter sales at Lockport. I have been there three times so I know it is not a one-time problem. The clerk has to wait until I review the parts and close out my order before helping the next customer. I apologize to the people waiting in line, but I don't like to rush verifying that the parts are what I need. The clerks need to be able to switch orders on their terminals just like we switch Windows tabs. Your IT department needs to fix this.

[flatheadfan]

Add me to the list of complaints about the new shipping costs. Since Ecklers took control of Mac's the shipping costs have gone through the roof. A major competitor of Eckler's/Mac's located in NC has a flat rate shipping of $9.99 for purchases under $100, $14.99 over $100 and the service is excellent. If they can do it, why can't Eckler's/Mac's?

Tom

[jjarvi]

Great that someone is interested in how the hobbyist is doing. I won't buy from Macs anymore due to the high shipping costs.

[fordor41]

ditto on shipping cost. I've bought parts that were the size of a silver dollar and the shipping was as much as the part! stick it in an envelope, I don't need it boxed with bubble wrap

[Eckler's]

Originally Posted by FireEngineMike

Trevor, this is a suggestion for counter sales at Lockport. I have been there three times so I know it is not a one-time problem. The clerk has to wait until I review the parts and close out my order before helping the next customer. I apologize to the people waiting in line, but I don't like to rush verifying that the parts are what I need. The clerks need to be able to switch orders on their terminals just like we switch Windows tabs. Your IT department needs to fix this.

Thank you for the suggestion, I will pass this along to the counter sales manager to see how we can resolve this.

[Cecil/WV]

II have bought hundreds of dollars in parts from Macs in the past, but not a dime from them since the ownership change due to the shipping costs. I have always been very satisfied with their parts and service, but why go there if I can save cash elsewhere. Its their job to get my money and its my job to keep it! I've paid a bit more for some parts because it was cheaper after adding the shipping charge.

[Eckler's]

Hey guys this is Scott. I’m the forum manager here at Eckler’s/Mac’s. And I will be working side by side with Trevor here on Ford Barn to fix any problems you guys may have. Also I will be here to try to fix any broken relationship that might be out there. With Trevor doing a ton of other things here with our company I will be the main go between from here on out. When we signed up we had no idea of the response we would get. So that being said please direct any questions to me.

So a little about my background. I have worked many years with Eckler’s. I started at the bottom of the company just like anyone else. Started as a seasonal sales rep, moved to full time shortly thereafter. After a couple years of sales I got the opportunity to move to the Tech department. After working in tech for many years I decided to move to the Marketing/Promotions department.And here I am today.I’ve had my hand in many builds over the years from Ford, Chevy, Cadillac and Mopar. I might not know the answer to every question you guys might ask but I work to find that answer in a timely manner. I look forward to working with you guys on any issues you may have. If you would like to email me direct please do so. My email is [email protected]


Thanks,
Scott

[done4]

Damn, I give you guys credit for opening a direct line of communication with this group. I have bought parts from you when needed and it was all good. I hope you are wearing your kevlar Gucci vests because there has been a lot issues it seems. Good luck and I hope you can improve/fix the stated problems in the future.

[Shadetree]

Back when I was getting my `35 roadworthy I purchased a lot of parts from Mac's. Their staff was friendly and helpful. I noticed Mac's was just a little less expensive on their parts than most other vendors but shipping was more expensive. So I viewed this as a break even proposition.

[Blu Dice]

I must have been sleeping or something - I did not know that Eckler’s & Mac’s were the same comany - I have brought from both companies in the past and offen have had to go elsewhere when the shipping cost made you uncompetitive. So what can be done to correct this problem? I just bought a '52 Ford that is in need of parts!!

[FrankWest]

Welcome to the Ford barn.
I have bought a lot of stuff for my car and Mac's has been a positive experience.
Your web site is very hard to find parts. If you just type in the name or the part rather than the number from the catalog it will never find the part.
I found If in Google I type in Mac's and the part name then I can usually find the part number. But your site almost never finds the parts for me? Maybe I am using it wrong.

[JimOH]

In recent years I have had no problems with Mac's and now I have had several orders with Eckler's and no problems with them either. Of course I call my orders in and find out if what I want is in stock. Saves on having a problem later. Received my stuff quick too. Sorry to hear some others report long waits. They could use smaller boxes in some cases and that would save on our shipping costs.

[Russ/40]

The issue of shipping has been raised already, but I'll be more specific for an example in point. When in the process of purchasing a new authentic Stromberg 97 carb, I was quoted $50 shipping. Granted, there was a promo discount on the carb, but really, $50 to ship a small carburetor. Made the whole deal, no deal. I decided to not buy.

[JSeery]

I think the companies that can work the low and/or free shipping are the ones that will be getting the orders in the future. Jegs in free shipping on everything and I have started ordering a LOT from them. Summit is free over $100 I believe. I also order a lot through Amazon with their free two day delivery.

[Bored&Stroked]

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Originally Posted by Russ/40

The issue of shipping has been raised already, but I'll be more specific for an example in point. When in the process of purchasing a new authentic Stromberg 97 carb, I was quoted $50 shipping. Granted, there was a promo discount on the carb, but really, $50 to ship a small carburetor. Made the whole deal, no deal. I decided to not buy.

Now that is ridiculous . . . I'd have cancelled my order as well. I buy everything I can through Jeg's or Summit - for exactly this reason.

[Jim in Wisconsin]

I agree with Frank W. - the Mac's web site doesn't seem to work right. I'm glad they send out paper catalogs, they always work!

[JSeery]

I really like the way the Mac site works, just enter the part number, very simple and straight forward. That seems like the best method to assure you are looking at the correct part to me.

[Talkwrench]

Welcome Trevor, your website is great but if you guys can lower your shipping, you'll be doing far better. It hurts a lot for some of us overseas clients even more now our dollar is only 75% to your USD.

[Jim in Wisconsin]

The trouble with "just enter the part number" is I wouldn't know the part number until I found the part - classic catch 22.

[JSeery]

The easy way is to look the part up in the Green Book, then you know you have the correct part and you have the part number. I really don't trust a parts catalog without knowing the numbers anyway. I have both a paper copy and a computer version of the Green Book and it makes life a whole lot easier.

[johnh7]

Hi, nice to see you show up here. I have been sending the negative threads to you for some time as you can't fix it if you don't know it's broken. It will be interesting to see if you can get them to change the things that keep many of us from shopping with you. Shipping cost is the biggie right now.

[41panelmark]

Shipping costs and follow through have changed significantly, I try to hold out or find things elsewhere these days.

[38coop]

Will any Ford parts be available at the new Eckler warehouse in Titusville Fl. ?

[Eckler's]

Originally Posted by 38coop

Will any Ford parts be available at the new Eckler warehouse in Titusville Fl. ?

Unfortunately not. All Ford products are located in New York. But you can still come in our Titusville showroom and place your order.

[amodel25]

Paper catalog is great, internet catalog is a jumbled up disorganized mess.

[fordor41]

Even if you know the part no. and description, from the catalog, lots of times the on-line catalog will come up with " no matches found"

[Flatkid8]

Scott / Trevor....

This is copied and pasted from a previous thread I had posted on from 06/05/2014:

I washed my hands of Macs a couple months ago...customer service is horrible at best. After placing a $500 online order for various parts and receiving the order, I noticed the idler arm was missing. Due to being in a time crunch to get the car back together, I contacted them the next day and was told even though the idler arm was listed online as "in stock" it was on a 2 week backorder. They apologized and made arrangements to drop ship the part and assured me I would have it within 2 weeks. Every 2 weeks for the next 6 I was fed the same line. The last straw came when I called to speak with a "supervisor" about the matter and was told "we sell parts to thousands of people every day...I don't have time to track down your $30 part".

This isn't the first time I've experienced issues like this with them but it will certainly be the last. I got a chuckle last week when a friend mentioned he had just ordered the same idler arm a few days ago and they are still passing out the same line 2 months later...

Also, someone had mentioned they were now owned by Ecklers and this is correct. I also had similar experiences last year while spending thousands of dollars through Ecklers buying parts for an Impala restoration. I guess the moral of the story here is a little courtesy and good customer service goes a long way and Mac's is a great example on how NOT to treat customers in my book.


I do appreciate you guys joining this forum and I hope your concerns and dedication to fixing these problems is genuine. Obviously these issues arent isolated and its quite apparent there is a huge problem with the entire customer service structure of this company. Please dont take this personal, but Ive probably spent close to 10K between both Ecklers and Mac's within the last few years but refuse to buy so much as a single cotter pin from either one until I see and hear reviews that reflect their attitude and decication to their customers makes a complete 180 turn. For clarification, please feel free to reread my "last straw" explained above. I WILL NOT be treated like trash and suggest someone gets this bus trurned around before it nose dives off a cliff, there are plenty of other venders to buy parts from. Since I have jumped ship, your competitors have been gladly taking my money and offering great customer service in return. A HUGE amount of your Ford customer base are members here on the barn and im confident you are already fully aware that the majority of buzz going around about Mac's is negative in one form or another. I hope you can "fix" things before its too late.

Keep us posted on your progress

Dennis

[ford38v8]

Some guys think that a big outfit is capable of personal service, and are amazed to find out nobody they talk to gives a rat's ax.
Stick to the small dealers. They are the ones that actually have a stake in keeping your business.

[Eckler's]

Originally Posted by Flatkid8

Scott / Trevor....

This is copied and pasted from a previous thread I had posted on from 06/05/2014:

I washed my hands of Macs a couple months ago...customer service is horrible at best. After placing a $500 online order for various parts and receiving the order, I noticed the idler arm was missing. Due to being in a time crunch to get the car back together, I contacted them the next day and was told even though the idler arm was listed online as "in stock" it was on a 2 week backorder. They apologized and made arrangements to drop ship the part and assured me I would have it within 2 weeks. Every 2 weeks for the next 6 I was fed the same line. The last straw came when I called to speak with a "supervisor" about the matter and was told "we sell parts to thousands of people every day...I don't have time to track down your $30 part".

This isn't the first time I've experienced issues like this with them but it will certainly be the last. I got a chuckle last week when a friend mentioned he had just ordered the same idler arm a few days ago and they are still passing out the same line 2 months later...

Also, someone had mentioned they were now owned by Ecklers and this is correct. I also had similar experiences last year while spending thousands of dollars through Ecklers buying parts for an Impala restoration. I guess the moral of the story here is a little courtesy and good customer service goes a long way and Mac's is a great example on how NOT to treat customers in my book.


I do appreciate you guys joining this forum and I hope your concerns and dedication to fixing these problems is genuine. Obviously these issues arent isolated and its quite apparent there is a huge problem with the entire customer service structure of this company. Please dont take this personal, but Ive probably spent close to 10K between both Ecklers and Mac's within the last few years but refuse to buy so much as a single cotter pin from either one until I see and hear reviews that reflect their attitude and decication to their customers makes a complete 180 turn. For clarification, please feel free to reread my "last straw" explained above. I WILL NOT be treated like trash and suggest someone gets this bus trurned around before it nose dives off a cliff, there are plenty of other venders to buy parts from. Since I have jumped ship, your competitors have been gladly taking my money and offering great customer service in return. A HUGE amount of your Ford customer base are members here on the barn and im confident you are already fully aware that the majority of buzz going around about Mac's is negative in one form or another. I hope you can "fix" things before its too late.

Keep us posted on your progress

Dennis

Dennis let me start off by saying i'm truly sorry you were treated that way. I don't blame you one bit taking your business else where after being treated like that. I would love to know who that "supervisor" was that spoke to you like that. In i'd say the last month we (Ecklers) have a new CEO and he is taking us in a new direction. He has seen the all the customer service problems we've had in the past. I'm (Scott) here to move forward. I do truly wish i could go back and fix a lot of these problem that you guys had in the past not only with Mac's but with Eckler's as a whole. I've been with Eckler's a long time and always hate to hear this kind of stuff. I take personal pride in trying to help the community out. Because i'm also part of the community outside of work. I just want to let you guys know that every piece of feedback i get on these forums i send up the chain of command. A lot of the problems are unfortunately not overnight fixes. But that's still no excuse for bad customer service.


Scott

[Bored&Stroked]

Hey Scott: The fact that you're on this forum and that you have the right customer service attitude says something. Since you guys have a new CEO, you should see if he wants to make a statement about his values related to customer service and the changes he will put in place to promote them.

As he is new, it will probably take a bit of time for him to get up to speed . . . but it is very important that he acknowledges areas for improvement AND run a business to address them. We've all heard the 'marketing speak' flow from CEO's who like to say the right thing - would be nice to see what he is willing to commit to actually do?

Take care,
Dale

[Eckler's]

Originally Posted by Bored&Stroked

Hey Scott: The fact that you're on this forum and that you have the right customer service attitude says something. Since you guys have a new CEO, you should see if he wants to make a statement about his values related to customer service and the changes he will put in place to promote them.

As he is new, it will probably take a bit of time for him to get up to speed . . . but it is very important that he acknowledges areas for improvement AND run a business to address them. We've all heard the 'marketing speak' flow from CEO's who like to say the right thing - would be nice to see what he is willing to commit to actually do?

Take care,
Dale

He is being very proactive with sales/customer service. I know last week he spent a lot of time listening to phone calls in the call center. I had a meeting with him about 2 weeks and voiced my concerns.

[brigrat]

Maybe you could speed this up? Ecklers service Dept. and Tech have been sitting on this since last Friday, passing it around so to speak.....................

https://www.fordbarn.com/forum/showth...97#post1080897

http://www.jalopyjournal.com/forum/t...#post-10975642