I bought [something] from [a DSM vendor] and I'm having a dispute with them over [cost/part quality/a refund/delivery time/delivery address/a problem]! What should I do?


[Note: the information discussed below defines a 'DSM vendor' as an established legal business that sells parts or services for DSM cars, and not private individuals selling parts or services.]

First, quickly skim though all of the above information (start here), paying particular attention to your responsibilities in the matter. In particular, you should have given the vendor all the relevant information and obtained details of their ordering, shipping and return policies before placing your order. If the vendor has made a mistake because of incorrect or missing information on your part, you can't blame them.

There are several distinct cases where disputes can arise with vendors, such as:

  • Cost of parts - shipping (and customs/brokerage fees for foreign customers) will add to order costs. If the actual part prices are different that you were quoted, return the parts and cancel the charges on your credit card.
  • Shipping time - delays in material or parts are sometimes unavoidable. Either cancel your order or wait.
  • Shipping address - vendors sometimes require that the shipping address be the same as the billing address of your credit card. They do this for protection (theirs AND yours) against the credit card fraud that is prevalent in Internet and telephone sales. You can arrange a temporary, alternate shipping address by calling your credit card company and asking for one.
  • Lost shipments - this is between the vendor and the shipping company. If you have been charged for something that never arrived, cancel the charges on your credit card.
  • Part fit - in cases where the parts just don't fit, tell the vendor. Often they will refund or replace the part. If they will not, you can still return it.
  • Part quality - definitions of 'high quality' parts will vary. If you are unhappy with the construction or finish of your part, sometimes the vendors will repair or replace the parts. If they will not, return it and purchase a different one.
  • Part performance - performance on different cars will vary. Vendors cannot be held responsible for any percieved lack of performance on your particular car unless you have objective, unbiased, empirical data that their part does not perform as advertised. If you are unhappy, return the part.
  • Part adaptation - if you have purchased a part from a different car to fit onto your DSM, and it doesn't work, that's your own fault. You can't expect the vendor to know if a non-DSM part can be adapted for DSM use.
  • Return policies - some vendors charge restocking fees for returned parts, something you should have made yourself aware of before buying. In the cases where the part is incorrect, incomplete, or damaged, sometimes they will waive the fee, but not always.

Every so often, someone will write on a forum / social network complaining of a problem they're having with a dealer. This should be considered a last-resort option when all other (and I mean ALL other) peaceful solutions have been exhausted. A public airing can sometimes result in a resolution, but just as often it results in very bad feelings all around.

QA #432

Last Updated:
2016-06-05 08:58


Cam Dorland | 95 Eagle Talon
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