Rockauto customer service review

NYSpeed Automotive
1

:bigtup:

Some of you probably already saw this:

http://www.nyspeed.com/showthread.php?161453-Centric-Brake-Pad-Review

So this morning I decided to just order the Raybestos pads I knew I should have got in the first place because I have first hand knowledge of them being high quality. After the order was placed I sent the following to Rockauto customer service expressing my dissatisfaction with the Centric pads.

Recently I placed two orders for brake pads with you, order numbers 9999999 and 8888888 (not my actual order #'s obviously) for Centric front and rear ceramic pads for a 2000 Expedition. After a week of owning these pads I can say they are the worst pads I’ve ever used. They have been properly bedded and simply do no provide the stopping power needed. I’ve used several brands of ceramics in the past with none of the problems I’m having. They are incapable of generating enough friction to engage the ABS and start smelling hot after even a couple moderate stops. The fluid has been flushed, there is no air in the lines, the rotors are well within spec and the brake pedal starts to engage very high. The truck stops perfectly straight so I know they’re engaging evenly; it just doesn’t stop very quickly anymore.

This isn’t some email to threaten to never do business with you again if I don’t get a rebate. In fact, I’ve already ordered replacements with order 77777777. All I’m hoping for is that I can send these back for a refund. I still have the original box for the rear pads but the box for the front pads already went out with the trash.

Thanks,
[COLOR=Black]XYZ

I wasn’t really expecting too much since the pads were now used and I didn’t even have the original packaging for the front set. However, this is what I got as a response.

[/COLOR]Dear Jason,

Thank you for your email, and I’m sorry those Centric pads did not meet your expectations. We are not able to accept a return on parts that have already been installed on the vehicle, as they cannot be resold.

However, considering that you have been a long time customer with RockAuto, including the most recent order for the replacement set of pads. I feel that we can offer to refund you part cost for those pads as a store credit code. We would not require you to return the pads you have. You should be receiving 2 store credit codes for each of your orders 8888888 and 99999999 for the full part cost of those pads. They will be sent in an email sometime within the next 2 business days.

If you have any other questions or concerns feel free to contact us via phone or email.

Thank you,

Andrew S.
RockAuto Customer Service

Now that’s a company to do business with.

2

Very solid, you don’t see that very often

3

I’ve always recommended RockAuto, they are a great company :tup:

4

wow impressive on thier behalf.

5

whats the store credit code? :slight_smile:

lol, im ordering my struts from there, sounds like a class act company

6

:tup: to rock auto…always have had good service with them…they are even really quick on core returns too

7

I’ve spent thousands there and wouldn’t hesitate to do it again…

8

wow, thats pretty awesome

9

Got both credit emails this morning. The only thing they didn’t refund was the shipping, which I think is more than fair. The credits are valid for 1 year.

10

Finally got around to doing my core return for my rear caliper lets see what the turn around is. Calling them is always a very pleasant experience they really are a awesome company.