ComplaintsforStandard Motor Products, Inc.
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Complaint Details
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Initial Complaint
09/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a Standard Motor Products window switch for my **** ******* Town Car.The switch was of terrible quality. I contacted the seller (Amazon) and they said to contact the manufacturer. I did so, and never received a response. I had to buy OEM switches to fix my car, as the Standard Motor Products switch was of terrible quality.Business response
09/29/2023
*** ****** ******** ****** ******* ************ ******** ******************************************************************************** **************************** *** *** ********* ** * ********
Dear ***************************:
We refer to the above-referenced complaint by customer ********************* in connection with a defective window switch allegedly manufactured by Standard Motor Products, Inc. (SMP, our or we).We take these matters seriously and do our best to assist in whatever way possible.
Our records indicate that our ************************** received a claim inquiry in June 2023 from ****************. At that time, we advised him to initiate the warranty process through the original point of sale because, so long as the seller is an authorized SMP parts distributor, the seller would facilitate the exchange of the window switch. He was informed that this is an essential step in our warranty process.
In the interest of providing a resolution to this matter, we request that the complainant provide additional information to enable us to determine from which Amazon.com seller the purchase was made.This will allow us to confirm whether the seller is indeed an authorized distributor of SMP. Additionally, we would like to request photographs of the part and its packaging if possible, to accurately determine whether the product in question is a genuine SMP part, and not a counterfeit.If you have any questions regarding the foregoing, you may contact me directly at **************************
Sincerely,
**** *******************************
Corporate Counsel
EnclosuresCorrespondence with Consumer (Email Exchange).
Customer response
09/29/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:I already told SMP that it was purchased directly from ********** and they never responded.
In order for the BBB to appropriately process your response, you MUST answer the question above.
Sincerely,
*********************
Business response
10/10/2023
Re: BBB Complaint ID # ********
On behalf of Standard Motor Products, Inc. (SMP), regarding the above-referenced complaint, we respectfully reiterate our request for photographs of the part, including any part numbers or other identifying markings, and/or its packaging.
Please be advised that Amazon.com is not a direct customer of SMP. Without additional information, such as photographs of the part and/or its packaging, we are not able to confirm that the part in question is an authentic SMP part and not a counterfeit.
Despite not being able to confirm the authenticity of the part based on the information provided, in an effort to resolve this matter amicably, we are prepared to issue a full refund upon receipt of complainants mailing address and proof of purchase.
If you have any questions regarding the foregoing, you may contact me directly at *************************.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.