The Mitsubishi Pajero Owners Club®

[Leenath]

Hi,

I recently had my 973.5 V6 GDI Mot'd and it failed on emissions. The guy at the test centre located the problem as being the front lambda sensor. My MOT needed doing that day but as most poeple see to be aware you then have 14 days to sort the problem and have a free re-test.

I ordered the sensor from JAPARTS on the Monday and they said it would be with me the following Thursday, i ordered it as it was £25 pounds cheaper than the main dealer price of £310. The following Thursday arrived and i had booked the day ff work to get the post and have the car re-tested - guess what no parcel. I phoned JAPARTS and they said no sorry they meant it would be with them on the Thursday and me the folowing day, good start as i'd booked the day off. The parcel didn't arrive till the Saturday and i was at work so unable to have the re-test. Monday was then the bank holiday so when Tuesday came i was over the 14 day free re-test limit. So the part i saved £25 on has now cost me an extra £35 for a new MOT.

My mechanic came to fit the part and it wouldn't fit, JAPARTS advised me they had ordered the correct part for my vehicle and couldn't anticipate my vehicle having been modified - which as far as i know hasn't.

Due to time limits i needed to use the car for work but was unable to has it now has no MOT on it, so, i aranged for it to go to a dealer, who said they would order two diferent sensors to find one that will fit.

In the meantime i have contacted JAPARTS in order to return the sensor and was told by them i couldn't as it was a 'special order' part. I MUST make this VERY clear to any potential customers of their's that at no time when they were greedily taking my £££ did anyone for JAPARTS mention the words 'special order' or 'cannot be returned'.

I have had various contact with JAPARTS but they are totally unwilling to offer custoer service and re-stock the part even when i offered to acept a re-stocking charge of %20!!

My arguement is that their staff did not mention the 'special order' parts CANNOT be returned as if they had i would have NOT purchased from them.

I have found this very frustrating as i now have a sensor, that will not fit my vehicle, worth £300 which is totally useless to me. Surely a customer focussed company would have re-stocked this item? I own other Jap impoted vehicles which i could have needed parts for in the future which, IF, JAPARTS would have re-stocked this item for me i would have used them again.

I feel really disappointed by there serviceand find it quite laughable that their website advertises the slogun 'remember, customer service is our number one priority' - what a joke.

So potential customers of JPARTS beware the part you order may not be returnable....but...'m sure they wouldn't tell you anyway untill you receive the part and open the invoice.

I have been carefull to only state the facts of my experience with JAPARTS.

"The views of the poster in no way represent that of the PoCUK Club Administrators/owners"

[Google]

[more x 4]

sale of goods act states that it must be fit for the purpose,and its not. the law is on your side,tell them you'll go to trading standards

[david larke]

pm sent to you

do not accept it the bank card company are involved in any contract
as well

they are also in breach of contract because of the time delay in delivery
if it goes to the small claims court they could have to pay for the one
you had to get from another source and the mot re/test
you need to contact the trading standards branch for there area and the town chamber of comerce.
IF THEY HAVE DONE THIS TO YOU THEN THEY ARE DOING IT TO OTHERS

go for it

[david larke]

also if you can if your company has access
do a company search as the other post makes me think they may be not
have "stable" accounts for want of a better word and could be in fiancial
trouble these are not the actions of a responsable company

[The Fun Guy]

Is this the "Japarts" featured on the club's suppliers page?

[Leenath]

Yes this is the company on the suppliers page - very quick to get your money not so quick when theres a problem!

TOTALLY DISGRACEFULL SERVICE - Hopefully by making others aware before ordering parts i can save other people the hassle.

[DTS]

what happened in the end - i mean as in did you get one from the main dealers?

if so - how did they identify the correct part for you?
did they tell you why your original sensor doesn't fit - ie is it the wrong part.

they will be useful in a claim against japparts

the no returns policy is utter garbage - it's like signs in shops that say all breakages must be paid for

do the small claims bit - but get as much documentary evidence as possible, and send jap parts at least 2 registered letters stating your intentions and allowing them at least a week to re-imburse you out of court.

[The Fun Guy]

[Leenath]

Thanks all for your comments..glad it's not just me that thinks the service is poor!

Still waiting for the dealer to match up parts!

Lee

[marcsparks]

[The Fun Guy]

[japarts]

Hello,

I’d like to introduce myself.. I’m Brad from Japarts. and I would like to give a quick overview from “the suppliers perspective” so you can more accurately cast an opinion on service or lack of it.
I must admit I ‘m disappointed it has reached this stage but all attempts to resolve have not worked which I also notice have not been motioned… from the top because I feel his mind has been made up about keeping the sensor here. To give up a quick overview of delivery times. Goods are dispatched on a Monday in Japan and arrive every Thursday in the UK. So the maximum time frame from ordering is 10 working days. A part ordered on a Monday would take 9 working days for to arrive to us then an overnight delivery within the UK to the customer this does not change from week to week. So unless collecting from us, all Japan orders arrive with our customers on a Friday.

ANC couriers tried to deliver the parcel on Friday but left a card because no one was there (the delivery address could have been changed on Thursday when he called us if he knew he wasn’t going to be there) so was not delivered until Tuesday now because of the bank holiday. This can be viewed at: http://www.anc.co.uk/site/index1.asp just enter the consignment number 01934002803 in the box on the bottom left. You can also click on for the scanned images.

From here we heard that the part was incorrect;

“I was unable to take the Friday morning off work to wait for the parcel but instead collected it Saturday, in order to have the sensor fitted Tuesday 3rd May. After dropping my car off to my mechanics Tuesday 3rd May he contacted me to tell me the part was incorrect. I then had to take time off work again to visit the garage to check the parts. The mechanic had broken the original sensor whilst removing it but you can clearly see they are different.”

In which we tried to get to the bottom of this via phone & email. I emailed a printout from our Japanese EPC (electronic parts catalogue this is from MMC in Japan, where the vehicle is made & the market it was intended for) to confirm the location of the sensor & details of the vehicle i.e. frame number & also the mechanic’s phone number to contact direct to cut out third party information & also an attempt to speed the process up because it was mentioned he was working nights.

In which we got the reply;
“does appear to match the arrangement on my vehicle, but, the sensor that has come off is different to the one supplied………….…. It's been suggested to me to try and fit a universal sensor in order to be able to use the car whilst waiting for the correct fitted part.”

In this time I emailed Japan to confirm the part supplied against the chassis number & to check that was not a “Special vehicle” as was suggested…. but the part & frame number matched.

So I asked why we couldn’t contact the mechanic…

“Please understand it's not that I don't want you to sort the problem out or that I don't want you to speak to the garage I use. The mechanic at the garage I have used don't specialise in Pajero's, it's just a local MOT station. I have access to the Pajero owners clubs so can seek advice from there also, the MOT centre won't, so I'm having to try and sort the problem myself, between work.”

So I’m still in the dark I only know that “it looks different” If it was as simple the electrical connection being different we could possibly changed with the old one, as our sister company specializes working on imports I in no doubt we could resolve this problem if given the chance.
If I had spoken to the mechanic or even had picture of the old broken one emailed to me so I could forward to Japan we could of had a replacement by now! Even thou “it’s just a local MOT centre” and don’t specialise in pajero’s I’m sure he could still say why it wont fit..

With that much confidence in the local mechanics I hope he doesn’t have the brakes repaired there!

So I have been driven to the conclusion that the sensor is not required or that ether a cheaper replacement has been found it has been sent back to me in the same condition that it was sent out. In my experience a part that comes back from a workshop never looks the same, a mechanic is not going to clean his hands to open a box………………

If there was a company to resolve this I think we would be qualified with the resources we have at our fingertips & yes it was a special order part from Japan that is why payment is taken before the order is placed. So no I don’t really want to take this into stock even with a 20% handling charge. I also see no mention to the fact that I offered to sell the item for him if I had another enquiry for the same sensor.

Sorry I know has been a bit of a read but it felt like a lot pressure has been put on us to give in with emails like

“As I have previously mentioned I feel the way in which you have taken money for this part, without explaining your 'special order' policy, I feel it necessary to highlight my experiences with Japarts on the many UK imported car forums so that other future customers of yours will be able to make an informed decision before ordering parts, that may not be returnable.”

Please let me know if you think we have been unreasonable in trying everything possible to resolve this matter.

Brad

[Leenath]

I'd just like to add that Japarts have been helpful as i have mentioned to them whilst trying to locate a different part and have, as Brad mentioned, send a diagram of the arrangement on my vehicle, i have no arguement regarding this.

My arguement is that i was orignally told by Steve at Japarts when i ordered the part on Monday that it would be 'here' Thursday That eans to me that it would be with me, not them. Why would i want to know when it would be with them, i only want to know when it would be with me!

Regarding the comment about 'mechanics with dirty hands' before visting the garge i had removed the sensor from the box and left just the sensor with them. Yes it was oily when i had it back, but before i returned it i had the deceny to wipe it clean.

It was mentioned that i should take a digital photo of the old and new sensors but as i don't have acess to a digital camera i wasn't going to buy one just to take a single photo.

Mr King says that 'So I’m still in the dark I only know that “it looks different” If it was as simple the electrical connection being different we could possibly changed with the old one, as our sister company specializes working on imports I in no doubt we could resolve this problem if given the chance' I had described to either Jon Phillips of Japart or Brad King that the thread was in fact the same as was the connector but the sensor it self was a different physical size.

As i have explained to Mr King on various occasions i have been happy with the efforst he has made to try and find out why the part is different. My MAIN ARGUEMENT is that at no stage did anyone from the company when taking my money use the words 'it's a special order part so CAN NOT be returned' as i have said so often if that had have been made clear i would have no arguement.

I feel the point about the delivery time could also have been made clear but as i mentioned to Steve when ordering 'that i needed the part for Thursday, so i didn't have to repay for the MOT'

One final point, Mr King emailed me on Tuesday 10th May stating they will be sending the sensor back to me, it is now Friday 13th May and i have not yet recieved the part.

[Leenath]

Brad of Japarts has informed me that the part will be returned to my address Saturday 14th May.

He has also stated that he will stand by his offer of keeping my details on file in order to resell the part, through Japarts, should they recieve another enquire relating to this type of sensor.

[kriss]