Repairlink ordering from wrong place

[Rich]

Any one else having an issue with repairlink ordering parts from wrong dealer?

Yesterday I ordered some exhaust gaskets from the Ford dealer, they didn't show up today. RO shows "added from" correctly, View PO also shows correct place. However, when i go into repairlink, Orders/carts, sent orders, it shows it was ordered from the VW dealer! I had this issue last month also.

[ricmorin]

We had one unexplained order a few months back. We ordered from one Chrysler dealer and got the part from a different Chrysler dealer. Never looked back at it closely. Might be the same thing. I have a new advisor so anything is possible here right now.

[LazyTurtle]

Hi Rich, Ric,

Hope all is well. The Added From field on the order is directly linked to the vendor you have configured in Vendor Setup. This tells us the part was indeed transferred from your RepairLink account. With that said, the only conceivable way that the parts were ordered from a different supplier/dealer is if the "Preferred Dealer" was switched (or auto-switched?) within the RepairLink catalog itself. Their use of the terminology "Preferred Dealer" leads me to believe that if the part isn't available at your preferred dealer, perhaps they could switch your order to ensure the fastest delivery method.

I won't pretend that I know this for certain, but I'd suggestion contacting one of their representatives to know 100%.

Hope this helps!

[ricmorin]

This is likely the cause. Repairlink's use of "preferred Dealer" is pervasive.

If you enter the catalog under a non-preferred dealer, Repairlink doesn't care. You will be looking at the preferred dealer first unless you re-select the wanted dealer again. Same goes for price-check. If you price check under a non-preferred dealer, look closely to the fields on the right. Yup, the preferred dealer again. This is how you can get parts from the wrong dealer. Transferred from will say your desired dealer, the PO will say your desired dealer, but they could be coming from the preferred if you didn't catch it.

I have deselected every preferred dealer in my setup. That way when I ask for dealer 123, I GET DEALER 123. PERIOD! I don't like the way Repairlink handles this. It's too easy to screw up.

[Rich]

I guess what confused me is that we only have ONE dealer for Ford parts, (Pfeiffer) and only one dealer for VW parts (Serra). Why if my preferred Ford dealer is only one option, would it even think to order the part for the only VW dealer.

Oh well. Doesn't happen often, but when it does it bites me in the glutinous maximous.

[ricmorin]

I can't speculate on your specific event: just that there are some things that can occur without your knowledge.

[Rich]

Ok...so we are having some HUGE issues again. Anyone else?

Yesterday I order part number 4792990AC from K&M Dodge PO number 43726. Part number 2T1Z5493A comes in from Pfeiffer Ford Po number 43534. (both sway bar bushings)

Side note, when we order a part we use the RO number and name. IE 43726.H&R screw and 43534.COA in the above example.

So I look to see about RO 43534, which is the order that the parts that Ford brought are for. That RO was closed 11/13/2020. NO WAY DID WE ORDER THOSE PARTS YESTERDAY

Two days ago we had chevy parts show up, via repairlink, that we looked up but never ordered. No PO was generated on our end.

[Rich]

Here is a screen shot of the last few RL orders. Shows nothing about the order that I made yesterday from K&M for the sway bar bushings. It also does not show anywhere where "I ordered" (which i didn't) bushings from Pfieffer yesterday.

Should I simply just smash the computer?

[Silky7]

Hi Rich,

Have you by chance reached out to their support? If not, I think you should. They may not even be aware of the issue. 1.888.776.5792 Option 2.

[Rich]

No, I haven't bothered them with this. I figure I will try and document some more and maybe give them a fighting chance of having something to work with.