Sorry haven't looked if this is already mentioned. But non the less here some mails and pics of the trouble I have.
Hi folks, I need someone crossreading my letter to RockAuto and suggestion on formulation, formatting or phrases.
To whom it may concern,
I recently received two emergency brake cables, that I ordered via your catalog. The part numbers are the same, but the parts themselves are not even remotely the same. One of the parts is OK and has a good quality, the other one has some serious technical and quality vise flaws.
As these are brake parts I have a standard that the used parts should meet, and this part being the EMERGENCY brake cable does not meet these requirements; I assume that RockAuto thinks alike that these vital and maybe lifesaving parts should be of at least good quality to function flawless.
I attached some pictures of both parts to show specific flaws and allow comparison.
Picture 1: Both parts have the same package, in the left is the inferior part.
Picture 2: Obvious the bow for the tube part of the cable is different and will cause alignment issues
Picture 3: Close up #1 of 'made in china' part. Focus on the claws of the bracket, the dust boot of the cable, base of the bracket
Picture 4: press fit of tube 'made in china'
Picture 5: dust boot and cable of 'made in china' part. Dust boot is not attached to hook, cable plastic coating more than minimal - seizure of cable hence imminent.
Picture 6: press fit of cable in the plug 'made in china', no press fit or solder to see, slippage possible.
Picture 7: claw part of 'made in china', again no coating of cable and plastic seal starting to deteriorate
Picture 8: Close up #2 of 'made in canada' part. Focus on sturdy claws of the bracket, rubber boot at base of bracket, dust boot fixed to hook.
Picture 9: press fit of tube 'made in canada'
picture 10: press fit of cable in the plug 'made in canada', strong press fit, no solder
picture 11: claw part of 'made in canada', coating of cable present, plastic seal in good condition
As you see these parts are very different, and I may request a replacement of the 'made in china' part with one of the 'made in canada' parts.
Kind regards
Julian Schroeter
*Info of invoice and partnumbers*
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Just an FYI:
I forgot to include the answer from RockAuto.
In the mean time, I found out that the cables are made just plain wrong.
What I haven't told RA or Dorman yet, but really have to do this.
She kinda didn't see me pics first, but they were already there.
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Dear Julian,
Thank you for your email. I am sorry to hear you received a part that you feel to be of inadequate quality. Based upon the differences between the two cables as you noted in your email, it almost sounds as if one of the parts may have been misboxed (the wrong part put into the correct box). You mention 10 photos but no photos were attached to your email for me to view. If possible, please reply to this email and attach the photos you have taken of the parts you received so that I can more accurately determine how best to proceed.
Regarding the origin of the parts you purchase from RockAuto, the manufacturers - in this case, Dorman - can source their parts from any number of locations. As such, it is entirely possible to receive 2 Dorman parking brake cables manufactured in separate locations (China and Canada, in this case). If we were to ship another parking brake cable to you, I would be unable to guarantee that this third cable would be manufactured in Canada as opposed to China or any other location.
I look forward to your reply including the photos of the parts you have received. I apologize for any inconvenience you have experienced with your order and look forward to assisting you further.
Thank you,
Melissa
RockAuto Customer Service
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Dear Julian,
Thank you for providing the photos of the parking brake cables you received. I've taken a look at the photos and I can definitely see the differences between the two cables you received. However, as I mentioned in my previous email, I cannot guarantee that we have another parking brake cable made in Canada in stock - so if we were to reship the same part to you, it is likely you would receive another part made in China.
As such, I notified our credit department that you will need to be refunded for the second brake cable you received (inferior quality). Typically the quality of a part made by any manufacturer should not vary depending on manufacturing location as the manufacturer has strict specifications and guidelines a part has to meet. I am sorry for the inconvenience this has caused and I appreciate your patience as we process your refund.
Once the refund to your MasterCard has been issued (sometime within the next few business days) an email notification will be sent to you. If you have any questions or concerns, please let us know.
Thank you,
Melissa
RockAuto Customer Service
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Hi, this is going to Dorman itself.
deficient product C660015
To whom it may concern,
I recently received two emergency brake cables, that I ordered via RockAuto. The part numbers are the same, but the parts themselves are not even remotely identical or even usable for an 1999 Oldsmobile Alero. They both have a major design flaw.
As these are brake parts, I have a standard that the used parts should meet and this part being the EMERGENCY brake cable does not meet them. I assume that Dorman would agree, these vital and maybe lifesaving parts should be of at least good quality to reliably function.
I attached some pictures of both parts to show specific flaws and allow comparison.
Picture 1: Both parts have the same package.
Picture 2: Obvious the bow for the tube part of the cable is different and causes alignment issues
Picture 3: Close up #1 of 'made in china' part. Focus on the claws of the bracket, the dust boot of the cable, base of the bracket
Picture 4: press fit of tube 'china'
Picture 5: dust boot and cable of 'china' part. Dust boot is not attached to hook, cable plastic coating more than minimal - seizure of cable hence imminent.
Picture 6: press fit of cable in the plug 'china', no press fit or solder to see, slippage possible.
Picture 7: claw part of 'china', again no coating of cable and plastic seal starting to deteriorate
Picture 8: Close up #2 of 'made in canada' part. Focus on sturdy claws of the bracket, rubber boot at base of bracket, dust boot fixed to hook.
Picture 9: press fit of tube 'canada'
picture 10: press fit of cable in the plug 'canada', strong press fit, no solder
picture 11: claw part of 'canada', coating of cable present, plastic seal in good condition
And now the major design flaw both cables have that make it impossible to use these parts.
The cut-out that is used to fix the cable in the brake bracket is rotated 90° compared to the OE part. Hence the cable can only be mounted facing forward or backwards, but not sideways so it can be hooked to the main emergency brake cable and equalizer.
I attached some comparison shots of the OE cable and your cable. It is obvious that the cut-out is wrong and can't fit in the mounting bracket in the correct direction.
I hope this is only a deficient batch and not your whole production. I would be very happy to receive a statement concerning this part and what Dorman plans on fixing this design flaw.
Picture 12: comparison between OE and Dorman part - same cable orientation
Picture 13: comparison OE / Dorman showing cut-out being 90° off
Picture 14: mounting bracket showing need of cut-out orientation
Picture 15: Overall view
Picture 16: mounting of OE cable
Kind regards
Julian Schroeter
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pictures 1 - 12 are the same as before
12 - 16 can be seen here
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