I refuse to shop Autozone now...

[Cutehumor]

Originally Posted By: RTexasF
While I was out of town my gal's car gave her a problem starting. From her phone call it sounded like the battery was a possibility (4 years old) so I sent her to The Zone. Problem handled.....so I thought.

I returned home a week later to hear the car was still "not right". Upon opening the hood it was blatantly obvious the wrong battery had been put in. As if a Corolla battery isn't small enough this one looked like it was from a Ray O Vac lantern....TINY TINY TINY! It was in danger of tipping over since the hold down was now missing and wouldn't have held this minuscule thing down anyway.

Using some pieces of 2X4 I wedged the mini battery in place so it couldn't topple. As time allowed I took the car back to the store with the receipt and invited the manager out to see this "installation" his employee did with the wrong battery. I explained why the pieces of wood were there mentioning what a catastrophe it would have been had the battery fallen over & short circuited. He brought the guilty party out to view this abortion and let him have it with both barrels.

Not only did he get the correct battery for me, replace the hold down his employee lost, and come install it.....he refunded me 100% of the wrong one and would not let me pay for the new one! THAT folks was above and beyond the call of duty. When I need parts guess who I go to now? That manager of course.


I probably would not go back to that store. that manager probably hired that buffoon!

 

[Cutehumor]

does anyone know what you get on the autozone rewards program? I got into "the zone" last weekend to buy some top off fluids. Of course, I was harassed if I needed help constantly. Can a guy look around without being eyeballed??? I got 1835 points now.

 

[RTexasF]

Quote:
I probably would not go back to that store. that manager probably hired that buffoon!


Unless I'm buying something off the shelf I only deal with the store manager.

 

[greenaccord02]

All I know is if you buy $20 or more of their stuff and scan the card you get one credit. Once you have 4 or 5 of those credits then you get $20 in store credit. It's really not a bad deal.

 

[Nickdfresh]

Originally Posted By: greenaccord02
When I go shopping I prefer not to be 'advised' unless I ask for it. To me, that's an insult to my intelligence. I know what I came for and unless I ask, I don't want to be told about anything else. If I didn't know how to do it myself, the car would be in the shop.

I have worked retail both as a clerk and a manager, so this isn't an issue I'm unfamiliar with. If people need to know, they ask. If they already know, they appreciate you not forcing them to listen to the pontifications and admonishments of a child (or someone with the mind of a child).

Anyway, that rant is why I shop O'Reilly and NAPA. YMMV, But for me those stores are under management who knows how to treat their customers.


I do recall one buffoon from my local Autozone. This happened years ago, but I was browsing the oil section when I had one scrawny guy come up and offer his expertise. He was a professed mechanic (working at an auto parts store) and told me never to use a lighter weight of oil than the one I had previously used or else I could ruin my engine. I think I laughed at him...

 

[chet2]

'the zone", haha...they dont really harass me...maybe cuz i am a cranky looking f---

 

[pzev]

I was a Parts Sales Manager at AutoZone for about a year. Those little packets of grease, and the battery felt washers are referred to as WITTDTJR (witt-i-jer), "what it takes to do the job right." They must get them for free, because Corporate essentially rated your performance based on how many of those items you sold. I could beat the daily sales goal by 100%, and it doesn't mean a [censored] thing unless I sold you those little packets of grease. My raises and even job security depended on my selling those items. Trust me when I say that dealing with an angry customer is much easier than dealing with an angry store manager. We were all told to do whatever it takes to sell those items, and as many of you have experienced, AutoZone employees (especially redshirts) sometimes resort to sneaky sales practices.

The main offenders are the Red Shirts, who were usually assigned to the cash registers, while the Parts specialist and PSMs (what I was) work the parts counter. Once I sold you a car part, it’s up to the cashier to up sell you on the WITTDTJR items. I would do my best to explain their need, but if you have a cashier who isn't trying, you will lose the majority of those sales. So, they get pressured by the higher ups to do what’s necessary.
More than once a customer caught the sneaky sale, and made a fuss in the store. However, they are quickly appeased with a discount...and the practice continues on the next customer.

Why would this happen? Well, if an honest attempt is made to sell those items, most customers automatically decline thinking it’s a useless up sell. On a good day, you would be successful 25-40% of the time using the "honest" method. However, when being sneaky, you would be successful 75% of the time....with about 2% of the customers making any fuss about it. So you see why Zoners (slang for AutoZone employees) are willing to risk such a practice.
In all honesty however, many of the customers who would otherwise decline such items actually need them. It’s this reason why I never stopped such practices...even when I knew they were going on....nor did the store manager.

Was this unethical? Yes it was...but as a broke college student my job was very important, and if I had to slide a 98 cent packet of syl-glyde into the bag with your brake pads, I was going to do it. Looking back, I realize how crooked that establishment was/is, and I shouldn't have caved...but hindsight is 20/20.


In regards to customer service....anyone shopping at AutoZone expecting good service needs a reality check. AutoZone pays nothing, and the work environment is poor. The type of employee they attract is the literal bottom of the barrel. The only people who are likely to give any service are the managers...and that’s only because they are paid more, and usually have some experience in the field, or more education. Working in a store that was in a rather poor area, I had all sorts of "wonderful" customers. Because of this, I grew very cynical and bitter with time, and resorted to a "get what you give service policy." If you had an honest question and didn't go out of your way to be rude, I would do my best to help you...going well above what was required on many occasions. However, if you were an [censored], or showed any attitude, you would be lucky if I made eye contact. Anyone who has worked retail can relate to these experiences, especially those from low socio-economic status areas.

The entire principle behind AutoZone is catering to the lowest denominator. The quality of customers will quickly smother the flame of "good service" in anyone...its part of the reason why the turnover is so high. Couple this with little support or training, and your left with a bunch of angry under-paid employees who have little to gain from your (the customer) happiness.
The pool of applicants was so bad in my area, that when looking for a new cashier, the only qualified applicant was a 19yr old high school drop out with a respectable rap-sheet. She was hired because she spoke and read (barely) english. She knew nothing about cars, and was so hard to keep focused on work, that I refused to have her on my shift.

Anyways, this is turning into a rant. I will end by saying I refuse to shop at AutoZone or Kragen, as both establishments are unpleasant places to shop in and work in. I prefer Napa and my local auto dealer for all parts...as both places actually know what they are selling. I have not stepped foot in an AutoZone since I came to my senses and stopped working for them, and I do not regret my decision in the slightest.

A word of advice....if you ever find yourself arguing with a Zoner, ask to see their manager, and ask him for the number to their corporate office. Managers on shift are terrified of corporate, as they are incredibly fast to jump down your throat. While it may not solve your current issue, the manager on duty will most certainly recieve a right up (anyone but the store manager), and if you are lucky you will recieve a gift card. Distract Managers take complaints VERY seriously....and these situations give them the opportunity to actually feel like they earn their paychecks...so they usually handle them quickly. The one nice thing about AutoZone is the fact that a customer who spends the time can actually get the Regional Manager on the phone. By regional, I mean the manager of an entire portion of the united states. An employee at my store sparked an incident that prompted a customer to wright a letter to corporate...that letter was read by my stores Regional manager...who then placed a phone call to my (at the time) store manager.
Needless to say, heads were rolling.

 

[grease_monkey]

that's against the law i believe that would classify as false advertisement. I went in to an auto zone once because my check engine light came on (found out it was a faulty fan relay from a friend) any how they can do a complimentary check where they hook up a scanner and check for codes. well anyhow i had to stop in and get a quart of motor oil i asked the clerk if he could hook up the scanner and he said "I cant do that" I said " why not? there is a sign that says you can" then all of a sudden he shouted out at me in front of customers and yelled in my face " listen you dumb fu** moron if i go outside and get get jumped you will have to pay wages while i am in the hospital!" I said "excuse me? What did you say?!?" He said " there is a policy that there must be more than two people on duty, and there is only 2 of us in the fu-- store! You of all people should know that!" I said " I will go across the street to napa then!" I Filed a complaint with the store manager and later on found out that dude got fired

 

[sciphi]

Generally if I'm in there it's because there's a sale or I know exactly what I need. Like last night I was in there for Energy Suspension bushings because they sell those at a fairly reasonable cost.

Everything was over-priced, however. The person I dealt with tried to get me to buy an oil change special, I declined. But it's amazing how much prices have gone up there. I mean, $10 for a can of Deep Creep? I'd rather deal with Wal-Mart than AutoZone and get my mediocre service for less money, thank you very much.

Speaking of which, if you're going to buy oil there, do it NOW!!! Their prices are going up a LOT starting after Christmas. $35 for a PP oil change, IIRC.

 

[FiremarshalRob]

Originally Posted By: Cutehumor
It's not just at autozone, it's everywhere. customer service sucks everywhere.


YEP! You gotta love the telephone customer service. I can barely understand any of them! Its like I'm calling India!

 

[ffracer]

I've learned about AZ.

1. Consistently poor service. It is not the customer's problem that AZ treats the counter people poorly. They can go elsewhere. I'm sorry it sucks, but I'm the one paying.

2. The part quality is mediocre sometimes and increasingly so. Lots made in China and cheap quality and tolerances. Yea, it is cheaper. I don't want cheapo and even more cheapo for part choices. I want it to work and not reinstall it.

3. Most repair places dropped AZ long ago. too many reinstalls. Carquest is the choice. Then NAPA.

I agree:

Carquest is the first place - but more expensive, but better parts
NAPA - good both locations here, but need to get the higher line
ADvance - somethings are pretty good, much better people
AZ - last resort

 

[grease_monkey]

Originally Posted By: John_K
Originally Posted By: ekpolk
Originally Posted By: chet2
AZ has been ok with me so far...put yourself in their shoes and having to deal some a$$hole customers all day


Customers aren't a@@holes. They're the ones who pay the business owner's bills. . .


Yes, but I'm not an a**hole. I am nice and patient and don't need grief because someone else was an a**.

John

I used to work retail many years ago, and I seen good nice very sweet customers and i have seen rude snarky customers that i just wanna jump over the counter and beat the ever living tar out of. I agree with chet not about a/z but about but putting yourself in the employees shoes. but i also agree with john and ekpolk not all customers are a holes. just because someone else is rude doesn't mean we are.