Good afternoon, all!

If anybody is considering ordering parts from AutoDoc, I'd strongly advise against it as when you have problems, their customer service is non existent and they will never refund the entire cost of your order!

On 12th May I ordered 2 new height sensors for my Range Rover. Upon fitting them to the car and following the correct tightening procedure as per the workshop manual, both sensors broke.

It turns out that the body of the height sensor stood proud of the mounting points which meant that they snapped when tightened. You can quite clearly see this when using a straight edge across the sensor in the images below:

After discussing this with the supplier they asked me to return the items to them using a prepaid shipping label. I packed the items and took them to the post office and 8 weeks later received an email stating that my claim had been accepted and that they'd be refunding my money.

5 days later I got a message from PayPal advising that I'd received a partial refund from Autodoc. When looking, the refund was £8.43 short of the amount that I'd paid. I questioned this and have been told that because Autodoc had to pay a courier to deliver the faulty items they sent me they won't be refunding the entire amount.

So... in a nutshell, THEY send me parts that are quite clearly flawed, I then go out of my way to provide the packaging and make a trip to the Post Office to return the parts but they withhold the cost of postage from the refund.

It has taken me months to get to the point of actually getting a refund and now they are refusing to refund the cost of postage. Admittedly, it's less then £10, but it's the principle that stinks. Especially as it took them over 2 WEEKS to deliver the items to me in the first place!

I'd love to say this was the first issue I'd had with Autodoc but I've received broken parts from them in the past as well.

Buyers, be warned!

David.

Since you paid by Paypal, it might be worth disputing it with them, I've had luck with them in the past when eBay was being stupid (ordered 3 items from seller and only received one of them, sender just kept replying like a moron with a tracking number saying its been delivered even though I'd shown a photo of the package with the tracking number visible and clearly only big enough for a single item).
I'd agree personally they have provided you with a defective product, the shipping cost is clearly on them not you. The claim for shipping is clearly therefore their problem not yours.

Good warning for others though.

Autodoc, Online Car Parts and various other names appear to be in the UK with a .co.uk website but they are actually in Germany. Their prices are good (sometimes) but everything takes at least a fortnight to arrive and, as you've found, parts may not be the best.

On the other hand, I have had the opposite experience with Britcar. I ordered an intermediate steering shaft (Bearmach) from Britcar. When I went to fit it I couldn't due to a fault in manufacture. I gave them a ring, they asked me to email a photo of the part. In order to explain the situation I sent them the information below.

Within 24 hours I had a not saying that Bearmach had accepted the claim and did I want a refund or a replacement part, either from Bearmach or a different supplier if I didn't want to risk Bearmach again. I opted for another supplier, no questions asked, part in the mail and Britcar out of pocket to ensure I was happy.

If I had an issue with a part supplier I wouldn't use them again let alone be surprised by a problem again ---- I would go through PayPal in this incident and I'd do the same as you ---- warn others --- which I'm sure everyone here is grateful for ----- I do hope that you do get a full refund from them

" If anybody is considering ordering parts from AutoDoc, I'd strongly advise against it as when you have problems, their customer service is non existent and they will never refund the entire cost of your order! "

As you may be aware under the relevant UK Consumer Laws if a supplier sends out faulty/defective goods then they are fully liable for the postage costs to and (back) from the buyer' . It can often be different internationally however....

Ultimately it further depends on what Autodoc's (published) Ts&Cs may say, although, as others have indicated, PayPay would probably rule in your favour David.

I raised this with PayPal and opened a case but the cases on PayPal are time limited.

Due to the length of time AUTODOC took to acknowledge the fault and refund me, PayPal closed the case and will not reopen it. Nor will they let me open another case.

From now on, I’m only using a credit card when shopping online.

David.

Well, after sending AUTODOC the link to 6 forums and screenshots to several posts on Facebook, they have agreed to refund the cost of postage on the faulty items that they sent me.