WTF happened to FCPEuro customer service?

[fattycharged]

You should update the initial post with resolution...Never had an issue with FCP and appreciate them being in business

[Maxhouse97]

They just shipped me the wrong part right before a track event and it was a mess to get the right one, but they credited me $100 for the trouble. I consider them the best around and will continue to use them. I particularly enjoy the fact that they are enthusiasts and all the videos they have.

[kaiv]

I get that this isn't the point of this thread but I'd urge to go OE only on the waterpump. The impeller is much nicer on the genuine pump. Those cheap pumps look like they put a basic E36 impeller in a E46 M3 housing. Also use a genuine metal gasket instead over the cheap paper gasket. Do it once, do it right.

[bran.stum]

I’ve been a customer of theirs for almost 10yrs and their customer service has almost always been amazing, though recently I had one or two issues where their customer service was on par with someone you’d find on FB marketplace.

I 2nd what Kaiv said, splurge a little bit on an OE pump. I replaced my original 213k water pump with a Saleri unit. After 3yrs and 9k miles it’s already developed a leak.

[Cubieman]

The thing I have noticed lately about FCP more than anything is the packaging has gone downhill.

For example, I very recently opened a box with a clutch sitting on top of an oil pan gasket bending it at a 45° angle as they packed other things under the pan gasket as well. This could have been avoiding with separate packing or just more thought put into the "layout" of the items in the one box.

They are making it right, shit happens, just keep seeing this issue but nonetheless this likely won't make me switch from FCP to another part supplier anytime soon.

[dukeofchen]

I've definitely observed a number of changes at FCP over the last year. Customer service is decent but no longer stellar, parts prices have inched up relative to competing sites, the change to lifetime replacement we all know about, and it seems they run promotions differently / more sparingly.

All understandable changes from their perspective as a business, those couple percentage points of margin are big money and it seems like they're putting it towards expansion.

But they've built up a lot of goodwill with me over the years, so I'm sticking with them for the foreseeable future unless it's a part where I don't need lifetime replacement or their pricing is out of whack.

[T.J.]

Ttt, FCP customer service is terrible. They can’t handle an item lifetime warranty for something that was removed from their catalog. They try to pawn off lower quality items as equivalent replacements.

[ugaexploder]

I wouldn't say it is terrible...but it's not as good as it's hyped up to be that's for sure. On the flipside, ECS is not as bad as they're made out to be either.

People with their tiny sample size of orders of course will go to bat for their champion with their mob mentality. There is this one clown on FB that has to pop up every time ECS is mentioned to bad mouth them...it's weird.

[PSUEng]

I think FCP is generally good. ECS on the other hand, lately, IMO, has gone downhill. Days go by answering emails, can't get anyone on the phone. My new go-to is a semi-local dealer for OE; FCP is in first place for now for OEM/aftermarket for me.

[lemoose]

I wouldn't say it is terrible...but it's not as good as it's hyped up to be that's for sure. On the flipside, ECS is not as bad as they're made out to be either.

People with their tiny sample size of orders of course will go to bat for their champion with their mob mentality. There is this one clown on FB that has to pop up every time ECS is mentioned to bad mouth them...it's weird.

Just another anecdote, but i didnt understand the hate towards ecs either. That is until they shipped me a knockoff euro bumper (probably a fraudulently returned and repackaged/resold item). It took like 20 emails of back and forth and at least as many days to twist their arms to make the situation right. Real shame especially since they seem to have a larger catalog and now have a lifetime replacement program- but ill order elsewhere if i can help it now.

[Obioban]

I have yet to have a single bad experience with FCP. Been using them as default for a decade, now.

[sbay]

^ same as Obioban. They’re always accommodating whenever I have a problem too. The lifetime warranty change did hurt a bit, but it’s still something they don’t HAVE to offer, so I’m grateful. Surprisingly, no issues with ECS either but of course, ymmv

[siamkazi]

Agreed ^ i had a flyer in the mail which i threw out accidently that had some promo code, pinged them about losing the flyer and they applied the promo code to my cart with no questions. Also for all my purchases prior to November 2022 they give me cash refund as opposed to store credit.

[Obioban]

I'm honestly pretty indifferent to cash vs store credit refund. It's gonna get used :P

[bimmerfan08]

Providing my recent customer service experiences. I've noticed lately that FCP has had difficulty accurately processing LRG requests. This only became an issue after the 2022 change to the policy. I've had a few instances over the last year where I wasn't credited at all or incorrectly when using the LRG. I keep a detailed parts tracker to know what I've ordered with FCP and what parts I've returned. When I return a part, I list the RMA # in the tracker, note the date of the refund/credit, and cross through the part to note that is no longer eligible for warranty return.

With my latest return, FCP credited the original price of a part I bought in 2019. This part from 2019 had been previously returned and credited using the LRG. The last time I bought this part was in early 2023, paying more than what I paid in 2019 (to be expected). I bought it again in 2024 and submitted a LRG against the purchase in 2023 given this was the last time the part had been purchased and had no open return against it. FCP proceeded to credit the return against the purchase from 2019 (lower price) rather than the purchase in 2023 (higher price). I provided evidence (documentation) that this wasn't the case. FCP continued to push back and tell me the 2019 order was the only open order that could be credited against. I eventually gave up on making the case and simply left it as I was disappointed in how the situation turned out.

The issue here is not so much the difference in return credit but the continued pattern of not correctly honoring the policy and making it difficult to use the LRG. I haven't ordered parts for my M3 from other vendors in years and have given all of my business to FCP for over 9 years due to part selection, decent ship times, and the LRG. It's unfortunate but it does feel like customer service is going to the wayside with yet another automotive parts company.

Curious to hear if anyone else has encountered this issue.