How NOT to do business and 4 tips for Good Business Owners

I just finished a call with TMC Autoparts in Maryland (tmcpubl.com –I think this is their site–but how would I know–read the story to find out why).
zHere is the scenario. I want bluetooth in my car. I just recently bought a Certified Preowned 2008 BMW and it has the buttons on the steering wheel without the actual functionality. I love convenience so I decided I want to put bluetooth into my car and found out I need a TCU Unit (part number 84109181230–if anyone can get this for me please let me know!). Sorry back to the story: I find a posting on Craigslist from a company that sells BMW parts. I called the number on Wednesday 11/23/11 at 5:50 pm (day before Thanksgiving) and left a message I was looking for a part. I was called back quickly that “Stan” would call me Friday 11/25/11 at 9 am to let me know if he has that part of not. He asked me the part number and my vin number. I was at the gym and let him know I do not know my vin number, but the part number was verified from BMW and the correct piece.

Friday comes around and no call. He finally calls Monday 11/28/11 at 9:37am and left a message he can get it and the cost was $287 plus shipping.

From the beginning I told Stan I did not have the original unit as my car didn’t have this piece to being with and I needed to put one in. I asked him 2x are these all the costs involved for $287+ shipping ($15). He said yes, but he will double check. I asked if there was a CC (core charge) and he said no, the only cost he knew was the $287+ shipping. I bought the item and asked him for an invoice. He said reluctantly, “yeah… uuuuh i’ll get you one.” That was a major concern after he had just taken all of my credit card and home address information (I felt like identity theft was about to happen).

The next day I was called by another male employee after they charged my credit card immediately the day before, without any invoice in hand, and was told I needed to send back the original unit. I explained the whole conversation to him that I had with Stan and he said well it’s $200 more and they can ship the TCU unit today. I asked him why I should pay the additional money, and he said “I’m not taking a $200 loss on this.” I then asked why I was not informed to begin with and he said “we made a mistake.”

OK, so YOUR team made a mistake, I spent my time waiting for your team to get back to me, I asked Stan to verify TWICE this is the final cost and now you are trying to get an additional $200 from me. Good Business Owner Tip: This is where a real business owner can correct a major error by simply working with the customer.

I asked “What are you going to do to make it up?” His response, refund you’re money is the only thing he can do. So basically nothing.

I said I could buy this unit cheaper at BMW and have it installed for $495 total. He then says, well Stan gave you a good price of $287, I said yes that’s the reason I bought it from you, but once you factor in $200 more it’s more expensive.

Good Business Owner Tip #2: See tip number 1.

He says “ok, I can ship it to you for $10 instead of $15”. THANK YOU SOOOOOO MUCH, you saved me $5 on a piece that is still $2 more than if I bought it directly from BMW!! Are you kidding me?!

I said as a good business man, you should take the loss of the $200. His response was “I’m not taking this loss. You’re not that good of a friend.”

Good Business Owner Tip #3: Friends buy From Friends. You’re goal is to make me a friend, not just a customer.

Had he said I can’t take $200 off, but I will offer $50 I might have thought about it. At the minimum I would not be posting this or even seeking out Google, Yahoo, Bing reviews to warn people about this company. I understand they made a mistake and I understand I was shooting for the moon. However, I am also a business owner and when one of my clients works with me, I appreciate it more. I go out of my way for them and they appreciate it as well. It becomes a win/win for all. Not a lose/lose like the above scenario.

To sum this all up, you should NEVER buy from TMC Autoparts in Maryland as you will not be considered a friend. These guys are a joke and they blamed the economy on the reason why their business is suffering.

Good Business Owner Tip #4: Before you blame the economy, check your customer service and process first.

Funny thing, I am looking for multiple parts and had this experience been a good one, I would have bought more. Instead I am taking this time to leave this post, a 1 star Google Review (wish it could be 0 stars) and anywhere else I can warn people about this company.

Feedback is welcome!