Why can't I get pricing on the phone?


This is our policy for several reasons;

  • We do not want misunderstandings on either side
    • You will have your quote and instructions in writing so misunderstandings will be avoided.
      • Having all correspondence in writing prevents many problems, including the dreaded "but you said ..." issues that can often come up at the end of a job when things are not in writing. We make mistakes too, and we are always glad that we can refer to our correspondence to make things right with you.
    • Our reputation is very important to us and we want you to be happy.
      • With the wide variety of automotive work we do, we could easily give you misinformation on the phone. By email we have time to look up the appropriate vehicle and often copy-and-paste the information you need to help us avoid wasting your time. If we give you the wrong information, it could cost you extra days and extra shipping costs and hassles in order to get all the necessary items to us.
  • You will generally get faster answers to your questions by email and they will be more detailed. Including links to instruction sheets, pictures, and other helpful info.
    • The technician familiar with your particular problem is most likely busy programming or repairing something at the time of your call. To get jobs done in a timely manner, we cannot stop our techs every time someone calls, (you will appreciate this if you send something to us). Getting information on the phone would often mean:
      • You call reception and they collect basic information about your problem.
      • Reception figures out who could best answer you and sends them an email.
      • That technician then calls you to get more information about your specific issue that reception is not familiar with.
      • The tech then takes your information to call you back after researching your issue.
      • The tech calls you back with a quote that is not in writing for you to refer to later.
  • To provide fast, accurate service.
    • Email (written) quotes provide details about what items and paperwork are required
      • Before this was our strict policy, we would often receive items with no indication about who they were from, why they were here, or even what was supposed to be in the package. As if that party was the only person we had spoken to on the phone in the past 2 weeks so we should remember them.
      • Many jobs related to security or odometer issues require proof of ownership and authorization. If we do not get this, it will delay the job.
      • On very rare occasions, packages are damaged in shipment. If this happens, we need to know what was supposed to be in your package so we will know if anything is missing. If something was damaged, we need to know if it was shipped that way for repair or if you need to know in order to pursue an insurance claim with the shipper.


We apologize if email is difficult for you or you do not have it setup yet. However, if you are reading this, you have access to the internet and countless free email programs (GMAIL).  We will not waiver on this policy, so please do not call and hassle reception about it.  The advantages of this requirement far outweigh the disadvantages. If you do not agree with our policies, no hard feelings, please pursue another course. This policy has proved to be the best course after thousands of successful jobs being shipped. We would love to work with you and look forward to your EMAIL.   :)


Sincerely,

Chad Edwards

President, SOS Enterprises Inc.