Audi parts experience - Trade Part Specialists

[s2avant]

With the advent of parts club there is very little difference between genuine and aftermarket pricing. In fact in most cases we are actually cheaper Admittedly this is mainly on the newer vehicles which are our primary market but we are actively gathering competitor data for VAG so they can realign prices accordingly. This is a long process but we are makig progress slowly.

Not sure what you mean by my site? I have been able to offer a limited servie to enthusiast groups mainly based on the coming to site to collect orders. As of yet the rules of the TPS network forbid sites from providing a mail order service (I don't think thsi will ever change) and also frown upon us dealing openly with the general public. Guidelines are that we shouldn't turn people away but on the other hand we shouldn't encourage such business.

[twoqu]

Ben,

My bad! I guess I got confused over site being a web site not a location!
I can understand not encouraging hoards of people all wanting a clip or washer. Thats why I was proposing in essence a Regional Representative, that all business is diverted through. Clearly this needs to be a committed person but I am sure they exist on here.
It does open up the possibilities of bulk buying or in larger quantities providing that stuff like fluids could be decanted in to user friendly amounts. Again this all down to peoples willingness to travel within an area.
What are the requirements needed to satisfy TPS that you are a trade customer?

[s2avant]

If it's my TPS centre then as long as your paying I don't mind whether you're trade or not. I'm sure in the present climate the rest of the network will feel the same.

I have one customer who does the dedicated representative thing on one of the VW forums. I'm playing devils advocate but I know he finds it an immense strain on his time and resources especially with chasing payment and packaging parts. This is why I think that being able to walk into any TPS centre would be favourable. It's really down to how people wanted to do it.

Ben

[S2central.net]

Ben,

Seeing as I am in letter writing mode this week... Who could we write to at TPS with such suggestions in support of the cause ?

I agree that the delivery to home aspect is perhaps a step too far right now, hence my suggestion of having stuff delivered to the chosen TPS outlet by the existing logistics & distribution team... Then the end user gets an email to say its ready for collection.

The real clincher for the 'webshop' idea is that it doesn't have to be an elegant affair like VAGparts (RIP) with pictures and descriptions of parts. All it needs to do is let users order up items against the original part number (which they get from the car or the family album or asking on here). Enter the quantities, price it up, collect credit card details and job done. Some validation would have to be done from a centrally managed database (that must already exist in TPS) to check part numbers and any colour options.

Cheers,

Paul

TPS centres can and do supply all available VAG group parts and lubricants/consumables etc.

With all due respect you are never going to get a motor manufacturer to set up a VAGParts style webshop/courier delivery service. They simply won't see the benefit when they have the country virtually catered for with the retailer and tps network. I can appreciate it would be the easiest solution for the end user BUT when have you seen VAG (or other manufacturers) working towards making it easy for customers

The objective of the TPS network is to get back lost business from the likes of GSF and eurocarparts. The argument I have made with those in charge of the TPS network is that rather than trying to crush the competition (which amongst other things will result in forcing the normal enthusiast back into the retailer network) why not just offer a better deal to the enthusiast market in the first place. The net result is the same in that the competition loses sales and this way customers will be happy to use the TPS network with almost zero additional costs to VAG.

I have provided them figures to show how much additional turnover my site has brought in from such a scheme and that is the tip of the iceberg. If you consider how many VAG enthusiasts there are in the UK across all the brands then there is huge potential.

Maybe if the rest of the TPS centres were pushed by end users such as yourselves the weight of feeling could help VAG see the potential market they are currently ignoring.

Ben

[S2central.net]

I'll maybe work with Sonic about mocking up a website for this idea... Then point the TPS guys at it as a working demonstration of the concept... Its a license to print money for TPS. We should get fricking commission

I also just thought how to solve the home delivery bit... Include a portal to online couriers such as payperparcel.co.uk that can avail of their services - to collect from the TPS and deliver to your door.

[twoqu]

Well like anything that benefits others I am sure there will be some muppets who might spoil it for others. However I think the idea has merit. Terms would need to be strict with payment up front etc and a regular interval between trips, no dropping everything for a clip! This would need a bit of foresight on peoples behalf to order whatever they might need for a job beforehand. Another bonus might be the ability to collect bits after hours which is always a problem for those working regular hours.
Looking at the local one to me its about a gallon of diesel for the round trip which effectively is the same distance to the local dealer so if I can order the parts by phone/email its a no brainer considering the lack of customer service at the dealer.
Need to vote with our feet on this one methinks!

[Audi Parts Guru]

Gents,

As someone who has many many years experience of working at an Audi main dealer parts department along with being a director of VAG Parts, I can see both sides of the fence so to speak. I personally can't see how any new mail order genuine VW-Audi parts business would survive in the current economic climate what with the strong Euro and a smaller price difference between the UK and Germany now.

The sad fact is though, the profit margins simply aren't there any more, and an awful lot of time running a business like that is simply spent on answering emails, packing parcels/boxes, taking phone calls, processing orders etc etc. And unfortunately a lot of those emails and phone calls do not result in extra business, just simply pricing for future projects or work etc.

Having said that, we must all face up to the facts that us S2 owners are few and far between now, even if you include old S4 and S6 owners, and so it's no surprise that many parts guys at Audi main dealers struggle when it comes to looking up parts for our cars.

However I do fully support the idea of trying to keep the supply of genuine parts for our cars going for as long as possible, and I'll certainly do what I can with my contacts in Germany to support this.

[andy10v]

Guess it depends on which dealer you got to.

I have only ever gone to Stirling Audi and they have a desk with computer dedicated to parts. Every time I go in in (dressed in my usual torn jeans/t shirt/long hair) I am spoken to politly offered tea/coffe whilst I wait for one of the parts guys, I sometimes get funny look from some of the younger staff. I always try and deal with the same parts guy as he is also into old audis and is so helpful, informative, keen to help out and normally ends up coming out to look at my cars. Even the young guys who know knothing about old audis tend to be helpful if I guide them though etka

Also they generally get my parts in two days with a 10-15% discount or I can get next day for most parts if I say car off road (no discount though)

So for me only good experiences (except some of the prices sometimes

[s2avant]

Gents,

As someone who has many many years experience of working at an Audi main dealer parts department along with being a director of VAG Parts, I can see both sides of the fence so to speak. I personally can't see how any new mail order genuine VW-Audi parts business would survive in the current economic climate what with the strong Euro and a smaller price difference between the UK and Germany now.

The sad fact is though, the profit margins simply aren't there any more, and an awful lot of time running a business like that is simply spent on answering emails, packing parcels/boxes, taking phone calls, processing orders etc etc. And unfortunately a lot of those emails and phone calls do not result in extra business, just simply pricing for future projects or work etc.

This is the point I have been trying to make. I know for a fact you will never persuade VAG to run a webshop for parts. Aside from the logisitics of arranging courier deliveries the idea of sending parts to a local TSP/retailer simply would not be an option as they retailers and TSP centres are responsible for there own stock (retailers actually buy the parts from VAG and then sell them to the customer) and they would never accept parts being delivered to them that were not ordered by them. I know it can be said that people would have to accept whatever they ordered but in reality that never happens.

I don't want to sound pigheaded or stubborn but like AudiPartsGuru I have been doing this for a long time and know the ins and outs of the way VAG operate. We need to work with their existing systems and methods otherwise we will achieve nothing.

This is why I have suggested the TPS approach. It is a ready made network of centres that could easily start accepting enthusiast/owners club business. I could set up an account now (would take 5 minutes) but that would only be valid in my centre. It would then require someone at head office to set the computer to allow all centres to use it and that's it. Within 24 hours the problem could be solved.

The issue I've had is getting my point accepted by those in charge. Unfortunately one site in out of 57 isn't going to swing the decision. It needs to be an increasing pressure much the same as the NLA movement. A carefully worded letter might go some way to assist in changing their views but again it would need to suggest that it is an easy change for VAG that can return significant additional revenue with little or no overheads.

Ben

[S2central.net]

You misunderstand... Why can't TPS host this webshop idea - everything is paid for by punters in advance and the stuff would be delivered to the TPS centre in exactly the same way as if the punter had ordered from the TPS counter. The courier bit on top for home delivery is just gravy... Each TPS centre could opt in or out of that - as there is the chore or boxing up stuff and labelling ir for collection.

SO stupid question then - is TPS a wholly owned subsidiary of the VW/Audi empire or a totally separate company? I am confused !

[s2avant]

You misunderstand... Why can't TPS host this webshop idea - everything is paid for by punters in advance and the stuff would be delivered to the TPS centre in exactly the same way as if the punter had ordered from the TPS counter. The courier bit on top for home delivery is just gravy... Each TPS centre could opt in or out of that - as there is the chore or boxing up stuff and labelling ir for collection.

I beg to differ on the misunderstanding front. I think you are missing the whole point about making it an attractive idea to VAG.

The reason that the TPS network can't host a webshop is infrastructure. To set up a system like that would need considerable investment as it would require a whole new department at Dordon to handle webshop orders and then allocate to the appropriate picking run for each TPS. Either that or a new picking department to deal with it. I am familiar with the way the Dordon warehouse works and this wouldn not be an easy or cheap change to implement.

On top of this as I have mentioned before the idea of having parts delivered to site that haven't been ordered by that site is not going to work. Parts would have to be kept separate from the main overnight delivery as one lot would be invoiced by the TPS the rest would have been prepaid and the parts couldn't show on site stock as they weren't available to sell. How does the TPS know who parts are for? How do you deal with missing/damaged parts from the delivery? Who's job would it be to inform the customers? If it was down to the TPS how would they get the info on who to contact? If a customer decides the parts aren't what they want, who deals with them when they are stood on your front counter causing a scene?

All this requires time and more importantly further investment in infrastructure/staff/software etc. Again this would make it less attractive to VAG.

I really don't understand why we need to reinvent the wheel. I can appreciate in your case Paul that there is only one TPS centre in your region but for the rest of the UK most people wouldn't have to travel much further to get to the TPS than their local dealer. I'm sure with the discount incentives this wouldn't be too much trouble.

SO stupid question then - is TPS a wholly owned subsidiary of the VW/Audi empire or a totally separate company? I am confused !

Both. The TPS centres are not owned by VAG but are wholly funded by them.

Ben

[twoqu]

Thanks everyone for their contributions. I will wait and see how long my customer service experience takes so that I have current experience to draw upon about how frustrating it is. I can then make a direct comparsion.
I think Ben is right, we need to start using the TPS network. Its hardly going to effect dealerships as clearly the decision has been made to make the parts supply more difficult than it needs be. Those dealers with dedicated parts departments shouldn't lose out as at least they have the facilities to satisfy demand.
I will think about my approach over the weekend and see how I feel about making a proposal to my local TPS branch perhaps with a view to piloting a scheme. As far as I am concerned if I am colecting bits for myself then collecting bits for others is not a problem. We still have a sub Post Office so even getting little but essential parts off to people would be possible. As far as larger parts, say brake discs/fluids/batteries etc, I suppose this is where the geography comes in. Basically people would have to be prepared either to travel or meet. Again not necessarily a problem unless you get messed around. Same with payment. Even with the best goodwill in the world, all costs will need to be covered.
Will need to research the geographic area I would be prepared to cover taking into account the location of other branches as any overlap would be counerproductive. I am sure there are potentially lots of things to consider. The one reason I was suggesting a single representative was to minimise potential problems. Although if the terms are payment in advance and you don't collect, then I guess thats your problem! Still it might be an idea to sollict comments on potential pitfalls, so chip in if you have any!

[philKS2]

Ben... where is your TPS centre ... for those of us who want a warmer welcome when we need parts?


(I too have experienced the ignorance and rudeness of Bristol Audi)

[twoqu]

Well I gave in and called them. The parts have indeed been sitting there since yesterday. So much for calling me when they were in!
On the plus side the order is correct with nothing NLA!
Had a quick chat with the guy about the situation. He has the right attitude. Basically he said people buying parts effectively pay his wages so its not in his best interests to discourage people. He said he was prepared to accept orders via email and I am just waiting to confirm his details before I post. Obviously even this little concession is of benefit as its a 32 mile round trip for me! Unfortunately this will only be of use to those in the vincinity of Bath Audi which is now located in Peasedown St John!

[S2central.net]

@Ben - I give up then