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Dumb parts counter people! (Rant)

D

D Slater

Well-known Member
It's aggravating but no need to call them stupid or dumb for not knowing about something 60 years old that they don't come in contact with regulary or not at all. I'm probably dumb compared to him if someone asked me to put a name to cars made in the last 20 years. 10 year old kids can put me to shame on a computor and other things. Yes I have to admit being dumb on a lot of things. Answering this post is probably another one.
 
Out of his field of knowledge. BUT, employees should take books home at night and study up on what they have for sale. They WOULD if they worked for me.
 
Andy, You should live up this way as our O'Reilly's has a couple of folks that really know tractors. I just wait for one of them when I need a tractor part.
If you really want some great counter help run down to Fritz Implement in Monett and see George at the parts counter. He knows his stuff from the couple of times I've been there for these old Farmalls and very helpful, Hal.
 
yes andy, i have run into this situation. a person would think these people are mechanically inclined to work in this department. but it seams they only know how to run their crackberry.
 
I've done as you have and it accomplishes nothing. If we would look at it as helping an individual do a better job, more would be accomplished. He would be able to do a better job in the future and we wouldn't be all stressed out.

Sure the guy could have done a better job but parts for IHC tractors of whatever year are not often ask for in a general parts store.

No one comes away happy in a situation like you describe.
 
Yes, and it is not just the auto parts stores. I had a very similar conversation at the local Case-IH dealer here. I was trying to purchase something as simple as an O-Ring off my hydraulic pump (could not match from standard off the shelf sets any parts stores had). After spending an hour the parts guy said "I can sell you a new pump". Of course I asked, and his response was over $600. I replied that I was not going to spend over $600 buying a pump when a O-Ring would repair what I have. I finally drove nearly 100 miles to an old dealer which the parts man had worked for many years. He dug out microfich, and looked at a book or two, then went in the back and emerged with the O-Ring in question. The good news is that since the O-Ring lasted approx. 60 years I doubt I will have to go through that again, but I spent over half the day and drove well over 100 miles to purchase a O-Ring that was less than $2 (and overpriced at that). Ironically the parts guy at the first dealer had just commented to a co-worker how this was his last day working there. So that likely had some bearing on his motivation to locate a part for me.
 
Different twist. I was an aeronautical engineer for over 37 years. After I left the industry I worked for AutoZone. At that time when it came to computers all they had was the old green screen things that gave you a head ache and made it easy to track inventory and check customers out, so you had to use the books and knowing the commonly required parts. Like an 1157 is on the 4th isle and it's combo brake and tail light, and right next to it in the 1156 which is a single element turn or clearance and sometimes used as a dome light. The current manager of the local AutoZone and I started with AutoZone together. The years have passed and so has the requirements of the counter people. They are hired to sell parts and the only tool that they are really trained on is the computer. If you have anything that isn't current or isn't associated with an application in the computer then your out of luck. Well Matt, the manager, kept all the old books in the back when the corporation pulled everything out of the stores and made everyone rely on the computers. He also has the older counter help teach the up and comers how to use them, but from time to time I run into something that they can't deal with, so I just ask them to bring out the book and show them how to figure out what I need and in turn they can better help the next guy. They all know me and even when I call for availability they recognize me and bust their bottoms to try to help and will even follow my instructions over the phone to fill the order. I cant blame the counter help now days for not knowing how to measure a V belt and cross reference manufacturers and to understand the difference between a Green belt, industrial, automotive. So those of use that have the skills and knowledge should not get bent out of shape over it but be patient with them, kindly help them out and if we feel the need to get something straightened out go to the manager who should be leading and training his people. I don't know how often I have thrown up the challenge as I walk into the door by saying something to the effect, " Ok everyone! I need something that you have but don't know it."
I guess what I am saying is, If no one has taken the time to teach these young people how to actually assist a client, you really can't hold them responsible. But I understand your rant. I have been there. LarryT
 
I get that stone faced look all the time around here,years ago I started keeping part numbers in a book then when I need a part that stone faced look goes to dumbfounded.Just think where we are headed in the coming generations.Scott
 
Tractor parts are not the only items that confuse young clerks.

I love to go into BEST BUY and ask for an "Internet Radio." They are very popular in Europe and allow you to listen to your home town radio station anywhere in the world.

It is great to see the Geeks get a dumb-founded look on their face when a gray-haired old man asks them a question that they cannot answer.
 
It would have helped if you would have asked for a belt 17/32x26. The new guys at parts counters havent ever seen a tractor much less know how to look in a book that by now they do have a lot of bad listings as over the yrs lots of the books will list a starter for the A,B and C,SC all using same one when they dont ifn ya wants the original and the list goes on and on. Probably the only gen belt they sold for a C in years.
 
I went to "Advance" (LOL) Auto Parts to get a V-belt. I told the guy I needed a 1/2 inch by 35 inch belt. He gave me a blank look and said "what does it fit?". Turns out they have NO WAY of looking up a belt by size, only by application. Had to wait until the next day and get it at TSC.
 
AUTOZONE:

Me: Give me a set of AC 45TS plugs please
Counterman: What you gonna put them in
Me: It doesn't matter give me 8 AC 45 TS's
CM: I won't sell you the plugs till you tell me what you gonna put them
Me: walking out the door without buying plugs,or other items either
CM [as I reach door] "Have a nice day"
It was my money,I might have wanted them to use as weights on trotline.
 
I was a Deere parts person for about 12 years. I knew my stuff. The reality is, the job doesn't pay very well, which is why I stopped doing it. It is also the reason places can't get people who actually know something about the products they sell. Hence it makes sense that you will experience problems when you walk through the door.
 
As somebody on the other side of the counter, I sometimes have a customer come in with a challenge for me as well. I can admit, i'm young (21) and most have forgot more than I've learned about this stuff. But I always try to do my best and find what is being questioned, and if I don't know what I'm getting into, I simply tell them that I'm unfamiliar with what they're asking and ask them to try to help me out a bit. It sounds like in your situation the counter guy was a bit rude and unwilling to help, or learn about what you needed, in which I could see you being angry. It's not as easy for us, and we can get just as frustrated trying to locate something we have no idea about. We're only human, just like you. :wink:
 
Yeah, it's unfortunate.

It's not the folks on the counter. It's the culture of the corp that they work for.

They 1) are not going to pay for folks with experience, and 2) it's in their interest to stock high-volume/margin parts, avoiding the costs of keeping those with rare demand.

You'll find a range of experience in the folks on the counter in every auto parts chain. Some newer stores never have and never will have a lot of the hard-copy books needed to look up some of our parts, and you can lay down money and bet they don't exist in their databases.

I'm blessed to be just about smack-dab in between two good NAPAs, and their guys have gone to some pretty remarkable lengths to get what I need. But on weekends, when their hours get odd, I can say that the kids at AutoZone have been able to pull more than few rabbits out of their hats, even if it meant me providing them with a part number to cross or dimensions (that, yes, I had to do the legwork to find) of a belt as Gene suggested.

Some of these guys used to have real jobs and are working there to keep the house warm adn the lights on. Others are kids who get the same training which, because it is brief, focuses on navigating their database, with emphasis on things like the fact that the wiper blades for an '04 Stratus differ between the coupe and the sedan, rather than how to look up parts for a 57-year-old tractor.

I can share your frustration, but it's not with the guy across the counter from me.
 
Maybe you should have tried a CaseIh dealership instead of O'reilly AUTO parts. How many times a day do you think they have to look up parts for 50+ year old tractors. I have worked a parts counter for over 10 years and believe me, your attitude has alot to do with how helpful I am going to be. People coming in looking for a fight are generally going to get one.
 
I went to the local CIH dealership to get the o-rings at the bottom of the pump on the nice 450 I drug home, was leaking but the old ones looked good, so I replaced them with standard kit rings, but they didn't look thick enough, sure enough, leaked again. So I'm thinking it's a special, and the PO probably put in a std before me. Luckily I looked it up in the online parts catalog and had the number- I tried going with live hydraulic pump on gas 450 serial # blah blah, pump # blah blah, counter man says yeah, I've heard of a 450 but never seen one, was clueless. I mentioned that I had a PN, and he perked up, checked and it was a good number, had 6 in stock. brought a couple out, I compared to the old ones with a caliper, sure enough, thicker diameter ring by a small amount. Only a couple bux, but would have been a trip to the dentist without the PN
I thought about picking up the toy 450 in the showroom and showing him where the pump was, but he was actually a pretty nice guy in his 40's, couldn't do it
 
I was a parts manager for a number of years, during the period when the industry transitioned from paper catalogs to computer catalogs.

Most of the folks who came around selling computer catalog systems for multiple thousands of dollars, and then the upgrades/updates for "only" hundreds a month, used the line that you could do away with experienced, high-priced countermen and replace them with any Joe Potsmoker off the street.

So what happened? A lot of us old, experinced parts guys got laid off/fired/whatever, and we were replaced with Joe Potsmoker, Dan Drunkard, and Paul Pillpopper, who would work for minimum wage.

The result is, folks like you get lousy service and walk around mad, but parts store managers have slashed payroll as low as the law will allow...so in the eyes of the manager, MISSION ACCOMPLISHED.
 
A lot of parts places have bad feelings about parts returns...so they encourage their counter people to NOT sell a part unless they're 110% sure it'll work on the application.

And if these young folks are taught that ALL the information they'll EVER need is on the computer, then to them there is NO reason to refer to the book, ESPECIALLY if it's some ill-tempered, argumentative customer insisting that they do so.
 
I agree. I think the attitude is "It all pays the same", and that they simply will not go out of their way to help. Reminds me of about a year ago when i called the (recently bought out by big corp) propane company. It took me 3 calls and over a week to get a delivery, then when he did show up the driver was very obviously disgruntled that he "went out of his way to bring me a tank of propane", and had quite an attitude. My response was two fold. First I told him "I thought that big white truck was for delivering propane, however I see I was mistaken", and I will not bother you again. I then purchased a tank of my own, set it next to theirs and called a competitor to fill, and moved the line over to my tank, used my front loader to carry the tank out by the road, and called them to come get it (but not after running it dry). If they don't want my money, I am certain someone else will be happy to take it.
 
Went to a independent parts store last summer that does about 60%-70% tractor and ag related parts. Ask for a starter solenoid for a Cub Cadet. Said he didn't have one cause a guy was in the previous day and they didn't carry them. Then went to Auto Zone and the guy didn't even look it up, just went to the shelf and got it. Told him they didn't have them at the independent store. He said he use to work at the independent place and said they had them, but the guy was just too lazy to look it up. He said they let all the experienced guys go so they could hire some cheaper help. Guess that was a good deal for Auto Zone.
 
Oh, but there is more. While I was still hooked to their tank burning what was left of my gas, they started sending me bills for tank "rental" at $60 a whack. By the time I was done, they said I owed them $120 tank rental. I wished them luck collecting it, and to get their tank off my property. They had the nerve of initally telling me they would also charge me to pump out what was left, and a pickup fee. But when they sent me the final, they had supposedly credited my account with enough to cover all the fees, which left the balance zero. I guess they figured they would never collect. Apparently I was one of many, as they now have a field of tanks, and the driver who filled my tank said that Amerig@s was the best to happen to them, and thier business had doubled in this area.
 
I was in an Oreallys the other day for some plugs as my Auto Zone was out of stock. The clerk asked what I was putting them in and I told him it was a Super C and he said 'Whats that? I said International Harvester. So for the warranty I now own an international scout. LMAO. hehe. The system would not let him cash it out of inventory without an application to apply the warranty to. Not his fault just had to out smart the computer system. It didn't really matter he just had to fill in the blanks with something compatible. So the next time something like that happens have the clerk look up and application for the part and apply it so all the blanks are filled in. LarryT
 
he's getting paid between miniumum wage and $10 an hour. The best guy there is also getting the same rate. The manager is getting slightly more annually, but by Wednesday he's working for free. At fulltime, you get that wage, minus the cost of benefits (easily below minimum wage after deductions especially if you have dependents).

Also many of the parts store companies are quietly pushing to be automotive only. Paper catalogs are starting to be sparingly printed by parts manufacturers. The computer system has never supported the cataloging for non-automotive parts (although it can still invoice and order part numbers) despite advances in hardware and software. There is a lot written in trade magazines about moving entirely to E-Catalogs industry-wide very soon and the manufacturers will no longer publish hard copy at all!

It's sad the kid doesn't wish to try at all. Even though the pay is crap, you are supposed to do a good job at all you do(doing your current job to help you get the job you want).

With the trends and rumored trends in the industry, the future counter guys could have zero thinking skills. All aspects of the job would be in the computer. And kids are trending being more reliant on a computer than ever.

I hope some reality kicks in with the industry and makes parts stores better than ever, but traditional stores that always had good service and would excel with technology are having harder times competing with the newer bigger stores that upgrade constantly and offer real low prices.

If you know a good parts guy, let him/her know you appreciate them. They are going above and beyond, especially for the pay when you realize dealer parts pay more(union) and traditionally have not had to be customer friendly.

-karl f
 
"we farmers think on our feet"

In my short life, I cannot count how many times I have heard negative things about farmers' intelligence. The general consensus of the non agricultural population seems to be farmers are idiots--remember under 5% of USA population is farmers.
So that puts some perspective on your counter people rant :)
(and the 5% would be factual reason for parts co.s going auto only--farm is small market)

and my experience with the school system as a farm child who almost qualified for MENSA was also negative. The guidance counselors and some of the teachers *passionately* steered me away from considering farming, shop classes, or a technical college path. Being a kid, i listened to them. I ended up going to a 4 yr private college, despising every minute, and ultimately hurting myself by choosing too broad of major (abundant arts). Today I get pretty cranky about higher education and sometimes almost regret staying in school!

-karl f
 
My 2007 GMC has 137,600 miles on it, and I thought the battery was going bad. It is the strange looking battery with the + & - posts sunken into the battery top.

Auto Zone & O'Reilly computers all reference a "new" style battery at a minimum cost of $175.

The original GM battery is in the truck and is is a "Family 48" battery that AZ sells for $ 84. So far neither "counter jerks" have convined me why I should pay twice as much to replace the factory battery that has worked well for over 3 years !
 
Not tractor related, but....

I bought a Hyundai Santa Fe a while back with only one key. Went to the closest Hyundai dealer 50 miles away for a few small parts including a key. Parts guy "matched up" the blank and cut a key... didn't work... I pointed out the difference in the new blank.... he couldn't see it, maybe he was dyslexic and I shouldn't complain. Got a new blank that looked closer, I pointed out the slight difference but he cut a new one anyway... still did not work. Gave up and left without a key. Went to Kansas City for the Monday night Chiefs game and stopped in Olathe at the Hyundai dealer on my way home the next morning. Parts guy didn't even look at my old key, asked if I had my insurance card for the VIN... handed it to him, he copied the number, disappeared somewhere, cut a new key and it worked.
Used to be a good parts guy could make or break a car or implement dealership... not so today. I remember "Jack" the parts guy at our local JD dealer when I was a kid... if you had ever bought a part for something, he knew what piece of equipment you owned, if it was an early or late model or before or after a certain serial number, etc.[/code]
 
"go to the dealer" is fine for what I call Hard parts, but a V belt?

Kind of like that smart-alack Seeburg muffler I asked to make a exhaust pipe for a 6 cylinder international pickup I was rebuilding. I had the pipe, from the manifold to the muffler. he sneered "I don't do carry out work, Try JC Whitney." I never said a word, just walked off.

Went down the road a couple of blocks, to a mom and pop exhaust shop, who bent the pipe, no problem. Later, when I got the truck running, I had them finish the exhaust system from the muffler back, and they gave done all my trucks since.

Funny how that works isn't it?

It's easy(and lazy) to simply say "go to the dealer" its called a polite brush off.


Andy
 

"I ended up going to a 4 yr private college, despising every minute, and ultimately hurting myself by choosing too broad of major (abundant arts). "

Joke you have no doubt heard is... "I have a abundant Arts degree, do you want fries with that?"
 
(quoted from post at 11:42:43 12/13/10) I was a Deere parts person for about 12 years. I knew my stuff. The reality is, the job doesn't pay very well, which is why I stopped doing it. It is also the reason places can't get people who actually know something about the products they sell. Hence it makes sense that you will experience problems when you walk through the door.
Click to expand...

There it is in a nutshell. Parts man isn't a $50,000 a year job, and the people smart enough to perform the job can easily earn at least that much doing something else.

Parts man is a $8/hr job, and you're going to get $8/hr help. That means lots of turnover, lots of "green" people behind the counter. They're never there long enough to really learn the job, let alone handle off-the-wall requests.

Truth of the matter is, 99% of the people that walk in these places need X part for Y car. Their computer system works admirably for that.

Time is also money. It takes time to look up a part in a book, and often it's something stupid and cheap like an O-ring. In the time it took to dig up that 50-cent O-ring, that person could have serviced half a dozen other customers looking for high-profit items like brake parts, windshield wiper blades, and batteries. Your lost business is not having a financial impact.
 
(quoted from post at 05:35:05 12/14/10)

Joke you have no doubt heard is... "I have a abundant Arts degree, do you want fries with that?"
Click to expand...

where's the "like" button? :lol:
although in my case, it's "is that 4 wheel drive, 4 wheel disc?"

karl f
 
(quoted from post at 05:48:05 12/14/10) abundant Arts,,,,,, Humm does that mean you paint portraits of external_link, and other people on the left?? ;D

Andy
Click to expand...

Andy and others, "abundant arts/abundant studies" to me means a degree in "undecided."
It's supposed to mean you have a degree from the college in fine arts (BA). It's basically a degree in a little bit of everything, but it does require focus and mastery in 2 major study programs (one more semester and you'd have a major in one anyway). In my case, I focused on music and management. You could combine management and sociology, evironmental studies, etc. Any 2 of the programs offered. Other students have created their own major for some leading edge brand new subject--the college didn't offer a program but there was enough support from related departments that the student could graduate from the school of choice with the experience wanted, albeit with a abundant arts degree. Usually students that use that method successfully are bound for grad school/doctorate and will get in because of tremendous support from the college faculty.
Using it as a cop out because you can't figure out what you want to do, not so good!

karl f
 
(quoted from post at 06:17:01 12/13/10)
There is nothing that ruins my day any worse than STUPID PARTS COUNTER PEOPLE THAT DON"T KNOW THE FLYWHEEL FROM THE FAN!

Case in point: O'Reilly's Auto Parts IMO...good company, especially for the older stuff. can get most stuff overnight, and they don't slam you for shipping like auto zone does.

here is what happened...

(ME)"I need a generator belt for a 1953 international farmall super C Ag tractor".

He got a blank-stoned look on his face like Bob Dillon.

(PARTS_PERSON)"Sir, is that a Ford Chevy or dodge"?

(ME)"Its a international harvester.

(PARTS_PERSON)"Never heard of it", Looked in the computer....then said..."we dont have it".

(ME)"Pull the Gates book. it's in there".

(PARTS_PERSON)"Oh I don't use that book anymore"

(ME)"Pull the Book! I see it, it's right over there, I used it two months ago"!

Folks he pulled out that book, thumbing through it. he was in over his head....I could tell......

(PARTS_PERSON)"What was that again"?

(ME)"Oh for Christs sake! its a international harvester super C!"

(PARTS_PERSON)"Diesel truck"?

(ME)"No, Ag,wheel tractor."

(PARTS_PERSON)"whats a Ag?"

(ME)"AGRICULTURE!"

(PARTS_PERSON)"Whats the abbreviation for international harvester?"

(ME)"IHC."

(ME)"Tell you what..give me the book.. Just turn it around.."

I looked in the index, gave him the part number... bought my belt, and went home. from now on, I will keep track of the part numbers.

what an IDIOT!

you guys have similar stories?


Andy
Click to expand...

It works just the opposite also. Put the shoe on the other foot and imagine that YOU are the guy behind the counter when a customer walks in and tells you what he wants. you ask a few questions about the make, model, and year, options, etc., and determine that the parts he is asking for are totally incorrect, and will not fit on that particular vehicle, but he insists he is right, so you sell him the parts, and a few days later he comes back in, carrying those same parts which are now all dirty and scuffed, no longer in the original package, and wants to exchange them for the correct parts that you TOLD him he needed in the first place. Now what do you do?
 
Andy and others, "abundant arts/abundant studies" to me means a degree in "undecided."
Using it as a cop out because you can't figure out what you want to do, not so good!
karl f[/quote]

Actually sometimes just having that piece of paper to hang on the wall will get you in the door. My boss at one time at the company I worked for had his degree in Music Education... knew very little about hydraulics, but was a decent manager none the less. He was smart enough to know who he could count on.
 
Not sure if that is entirely true on the loss of business not having an impact. I for one will probably not darken their door again, if I am brushed off when they do not want to spend an extra 10 minutes looking up my stupid O-Ring. Bet if the dealership had a $50,000 tractor in their shop needing an O-Ring their parts man would dig a little deeper or someone would know why. Somehow my old C with a failed O-Ring did not hold the same clout. But they may have gotten their last $$ off me, and probably others. What goes around comes around.
 
These kids dont use paper and books in school anymore. Teachers all tell them the computer is the "modern" way. Been involved in the parts and service industry for 30 years. Know your stuff and people wil wear a path to your door. Never yet seen a computer, or any parts or service publication, that is any good, without a trained HUMAN holding it.
 
I have been on both sides before, like the woman who wanted parts for her Pontiac Pacer (it was an AMC Pacer)
When I went to my local IH dealer I found out the old parts man was gone, and the Kubota parts man was doing both jobs. He got the points kit listed for my 140 in the computer - when I got home, I realized they were wrong style - there are several different styles. When I went back he looked it up again, the others were superceded by the new number and the new set should replace all styles - but it didnt.
The next time I needed a carb filter screen - he knew he had seen something similar and came up with the correct part.
Pep Boys refuses to sell me tractor parts like plugs... if its not in the computer...
Advanced Auto sometimes lets me find my own parts, if I have an old one...
And I still remember when GM decided to list all 40 different 2.5 L water pumps under one number - it was open the box and see what you got. Could be for a Vega or a Fiero.

By the way I finally found my points & condenser loose in a return box at TSC... No part number, but they went with the lowest price Farmall kit, I put them in.... tractor runs good.
 
Went to Sears for a battery for my Super M. Gave the battery box size to the clerk and said I wanted the most cold cranking amps that will fit this box. Clerk had to know what vehicle the battery was for. Was very insistant that he couldn"t sell a battery without this information. So I told him 1953 Super M international tractor. His jaw hit his chest and he gave his best dumb look. Told him not to bother. Went to Walmart and bought a battery. I"d really love to be paying his salary.
 

No, I was not referring to you nor anyone else in particular. I was merely making a comment on the folks who will find a website selling the parts they THINK they need, and then place an order without doing any real research or even knowing for sure what make and model of tractor they own.
 
I was a parts man for many years. Todays parts people are not trained or experienced as we were.
You cannot expect much for the new kid at the store. Be kind.
 
i know this is a ih forum but ive got to tell this my little brother was fixing a 1175 case that had a small cab fire he went to our local caseih dealer and ordered everything there is that is in the air conditioner hoses switches comp drier belts ect he gets his parts and is going to put her together one day starts installing this and has no hoses for the cab so back to the dealer he goes tells the same parts man that he wanted everything but he didnt get cab hoses the guy looks at him and says "you didnt say it had a cab"
 
I agree with you Ron. I will never buy a vehicle from a certain Ford dealer here because of a simple fuse. Their computer didn't go back to 1994 and I didn't have an owners manual cause I bought the truck used. The parts guy said to ask the service manager for the parts book. I asked the girl at the service counter and she said the PM was on the phone. I waited a few minutes and when he was off the phone she told him I needed a parts book for a 94. She comes back and tells me he'll be busy for about 45 minutes! So much for their customer service policy, staring me in the face. I will never go back there again. Anybody could have handed me the book and I could have looked it up myself. Dave
 
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