Acceptable Customer Service... or not?

[C10_ustacould]

I have recently ordered parts from a couple sources. In each case I have been met with what I believe to be a lack of customer service. One company for instance is very well respected by the individuals that populate this forum and seems to stand head and shoulders above the rest. My customer service experience with this company has not been satisfactory to date, although the majority of the products I have received are very nice. I bought an item (about $100) and after installation I was not happy with the alignment of the associated parts. I emailed the tech dept with pictures and detailed questions but received no response. I needed a few more parts and wanted to keep all of the parts from one manufacturer so I called and placed an order. After processing my order ($770) the gentleman asked if I needed anything else, so I told him about the issue with the previous part and that I had emailed the tech line. He seemed surprised and asked me to send it to him. I did. That was Saturday and still no response. The next issue I have is the timeliness of the shipment. I ordered my stuff last Saturday to give them enough time (west coast to Northwest Florida) to be here by this Friday so I can work on my truck this weekend. Well, I just received the shipping notification from UPS that the label was created, so they won't leave the west coast until tomorrow or even Friday! Is this an efficiency problem? Are they under staffed? In the big scope of things I don't really care, I just want quality parts in a timely manner. It is highly likely that it will be TWO weeks from the day my order was placed until the parts are received! It is inconceivable to me that, with the resources available, a company can't get a shipment out the door in less than 4 working days! Am I out of line? Are my expectations too lofty? What say you, wise C10 gurus?