Remember, too, that special offers from online retailers may not fall into the "unwanted" category. Wouldn't you like to know that a certain part you've been dying for has gone on sale, or that you can finally order that engine block because the online store is having a "free shipping" deal? It's kinda like that old "if a tree falls in the forest" question: Is it really spam if the e-mail is about something you want?
Payment Options
Most online transactions are paid for by credit card, but not all of them. If you don't have plastic, or if your card has a credit limit that's so low you couldn't even afford a pine-tree-shaped air freshener, there are still options open to you. JCW Sport Compact, for example, will accept C.O.D. orders-that's cash on delivery-so you pay the UPS or FedEx driver when the part shows up. JCW also accepts checks by phone. "We use the routing number on the checking account, and it really saves time," said Hiell. Just remember, though, that like most electronic transactions, a check-by-phone payment immediately takes funds from your account, so there's no "float" like there would be if you sent a check by mail.
Some online companies, like Landspeed Racing, offer financing for large purchases. "We know some customers just can't wait, that they have to build an entire engine right now," said Matt Dunshie. "So we have a broker in-house who will get you a loan through a bank." The application process, just like the parts shopping, is all done online.
Shopping Versus Buying
Speaking of shopping, we asked our online businesses about that-whether you can browse, research, and ask a lot of questions of their companies about the parts you're interested in, or do you go online just to buy a part once you know exactly what you want. Every company encouraged back-and-forth dialog if you're unsure about a part or application. And every company we interviewed had a toll-free phone number, so the call for tech help costs nada.
"We don't have just order-takers here. Every one of us is into the industry and owns a vehicle using the parts we sell," said Landspeed Racing's Dunshie. "About 95 to 99 percent of the merchandise they're selling they've either installed or serviced themselves, so they can answer tech questions. In fact, we don't have a tech support department. Anyone can talk to you about your parts."
The sales staff at NOPI is similarly knowledgeable, whether it's through personal experience or training sessions from the parts manufacturers, ensures Bobby Evans. "We keep salespeople informed of customer service issues, things like if a part doesn't fit well or is difficult to install," he said. Skeptical, we asked if a salesperson would really warn a customer if a part wasn't going to easily bolt on. Yes, they would, Evans said, because NOPI is set up so that if there are any problems, you can call and talk to the very person who sold you the part in the first place. "If the salespeople know they will be getting the complaint call, they're more willing to be up front in the first place."
With an inventory of parts in the millions and a staff of 180 people taking orders at peak hours, the folks at JCW Sport Compact couldn't promise that every person manning the phones would be a gearhead. "But we have a tech department that has extensive product and vehicle knowledge," said Lipa. Added Hiell, "We have very good relationships with our vendors, so if need be, we can do a conference call with a vendor on a problem."
Shipping Issues
Most sites offer a variety of shipping options, from standard ground transport to overnight delivery. About the only time you don't have that option is when you're buying something so big or heavy-like a motor, for example-that it has to go via a freight carrier, or if you live in an area that's so remote or rural that overnight delivery just isn't possible.