Number of Products: 32694

e-mail: info@fk-automotive.de

phone: +49-(0) 71 91-32 75 0

Mon-Fri: 9: 00-12: 00, 13:00-16:00

phone: +49-(0) 71 91-32 75 0Mon-Fri: 9: 00-12: 00, 13:00-16:00

  • Dealers
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  • Delivery country DE
Number of Products: 32694
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Professional Tuning and Carparts

Complaints


Complaints

Dear customer,

Every day, thousands of parcels are sent worldwide from the FK logistics center. As a rule, the customer is satisfied and happy about the product and the fast delivery from the FK logistics center. Nevertheless, there can always be a problem with a delivery, albeit very rarely. We would like to list brief instructions here on how to best proceed in which case. It is always very important to us to act in the interests of the customer and to avoid complaints of any kind. That is why we are constantly working to improve processes in-house as well as at our suppliers and suppliers. That's why we'd like to tell you what to do when a problem really does exist. With FK you not only have a provider with a large range, but also with a great deal of expertise and the latest IT support. FK Automotive has also specialized in mail order service and offers quick solutions.

IMPORTANT: In the event of a complaint, you must always inform us in writing (by e-mail) before you send it back to us and provide pictures of the case according to the following instructions. You will then receive a return service number from our service team so that the case can be processed as quickly as possible.

Case 1: You have received the wrong item, which you did not order or which is not shown on the delivery note at all.

This is of course very annoying for you and for us. Actually, our logistics processes make it almost impossible. However, since humans and not robots work in the warehouse, it can (very rarely) happen that the logistics employee mixes up the delivery notes or address labels. Each package is sent with a shipping card for the respective packing area. Using this packing area map, we can determine from where this package was sent and by which employee. In addition to the service improvement, we automatically take a photo of the contents of the package.

What should I do:
If you have now received the wrong item, take a picture with your digital camera of the invoice / delivery note, take a picture of the enclosed parcel card and another picture of the parcel, on which we can clearly see the packaging of the products and the products . Send us this information to info@fk-automotive.de. When you send the information by email, you will then receive a process number. Our employees will usually contact you within 48 hours (except Saturday / Sunday or public holiday) and suggest a solution to the problem!

Case 2: You have received an item that was defective (transport damage).

It is always our aim to send the goods as securely as possible. Therefore, all outgoing deliveries are photographed by us. In addition, the packaging used is constantly being improved and optimized. However, with people working everywhere, mistakes can occur. If you now receive an article that is unfortunately delivered to you defective, in this case have the DHL driver confirm the transport damage accordingly. If you only discover the damage later, please contact your local DHL post office within 72 hours and show them the outer packaging and packaging as well as the damage. Important: Under no circumstances should you dispose of the outer packaging.

What should I do:
After you have received the receipt of the DHL driver or the local DHL / Post center, send us a picture of the invoice, a picture of the packaging (so that we can check the outer packaging) and also pictures of the damage. If you have ordered several articles, please tell us exactly which article it is. Send us this information to info@fk-automotive.de. When you send the information by email, you will then receive a process number. Our employees will usually contact you within 48 hours (except Saturday / Sunday or public holiday) and suggest a solution to the problem!

Case 3: You have received an FK article which has been defective within 24 months.

Our product quality is constantly being improved, and our suppliers are also being monitored to ensure that product quality is maintained. Our primary goal is to satisfy you as a customer. We live from recommendations and there is no better customer than a satisfied customer! If an article is defective during the guarantee period, it is very important for us to record and record this. Please understand that this service is only available to customers who have purchased the goods directly from FK using an original FK invoice. Without these documents, the service cannot be processed. In addition, the invoice or delivery note must be made out directly to the person who also has the service request.

What should I do:
The product is not always defective, even if it looks like it. We have a team of specialists with decades of experience. They can only evaluate the case if information is available and this is necessarily documented with images. Note that the majority of the products are safety-relevant parts and must be installed by a specialist workshop or the installation must at least be checked. Almost 80% of all complained products are due to incorrect installation. Therefore, if you have an item that you think is defective, take a photo of the delivery note or invoice, as well as a picture of the vehicle registration document and pictures of what does not and where does not fit or where the defect is. Describe the defect as well as possible and create one picture too many rather than one picture too few. Send us this information to info@fk-automotive.de. When you send the information by email, you will then receive a process number. Our employees will usually contact you within 48-72 hours (except Saturday / Sunday or public holiday) and suggest a solution to the problem!

Case 4: You have received an article (not an FK article) which has been defective within 24 months.

In order to reduce the waiting time for processing a complaint about a third-party article, we have agreed with our branded suppliers that you can complain about the defective goods directly there. However, the supplier can only process the complaint if you send him a picture with the FK delivery note or the FK invoice by email.

What should I do:
The supplier can also only assess the case if information is available and this is necessarily documented with images. Note that the majority of the products are safety-relevant parts and must be installed by a specialist workshop or the installation must at least be checked. Almost 80% of all complained products are due to incorrect installation. Therefore, if you have an item that you think is defective, take a photo of the delivery note or invoice, as well as a picture of the vehicle registration document and pictures of what does not and where does not fit or where the defect is. Describe the defect as well as possible and create one picture too many rather than one picture too few.
Email this information directly to the appropriate branded supplier. Our supplier will then contact you within 48-72 hours (except Saturday / Sunday or public holiday) and suggest a solution to the problem! If goods have to be returned, send the complaint directly to the relevant supplier "free". In any case, this saves valuable time. If you need help, please contact us at: info@fk-automotive.de. Our employees will usually get in touch with you within 48 hours.