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Frequently Asked Questions

 

Frequently Asked Questions

Why is there bad reviews on ResellerRatings?

It doesn't matter what business you belong to. There will always be customers who are not happy with your service. In some cases, the complaints are legit; we are not perfect, and sometimes we get it wrong. But in other cases, it seems like the customer is not providing full context to their situation.
We have made a video and blog post to address some of the complaints made on ResellerRatings.
Please check the links provided. Thanks

 

https://www.oemhvacpartscanada.ca/https://www.oemhvacpartscanada.ca/blogoemhvacpartscanadaca-responds-to-reseller-ratings-review/

The most common questions that customers ask are "Where is your location?" and "Why can't I phone in to provide my information to you?" 

Location:

We are an online specialty, Canadian owned, HVAC Parts Store; this means that we do not operate out of one location in Canada.

At this time, we do not provide any pick up locations for our customers to come and pick up their orders. The items will be shipped out to you from a Canadian facility, in a timely manner, or it will be delivered to your doorstep.

Shipping:

In most cases items are shipped within hours, to 1 -7 business days. Please note that it could take up to 1 – 14 business days to receive an item.

Delay in receipt could be for any of the following reasons:

- Stock Status

- Weather

- Other unforeseen circumstances.

Once given to Canada Post, there is nothing we are able to do in order to speed up the process. All items are shipped by Expedited Shipping through Canada Post.

OemHvacPartsCanada.ca will do all things, within our power to make sure you receive your item(s) in a timely manner.

We do appreciate your patience and ask for your understanding during the colder months of the year.

Our staff is doing everything they can to ensure that you item(s) are being shipped as quickly as possible.

If you wish to receive your parts via a different shipping method, please contact us in advance of ordering your part(s) to arrange this.

All items that are sold from our online store are shipping from within Canada. We are not an overseas or US based company.

 

Prices provided are listed in Canadian Dollars. ***Prices are subject to change without notice***

Phone Number:

The reason we do not provide a phone number on our website, is for the following reasons:

1) The nature of our business requires us to be 100% accurate, all of the time. If we are speaking to a customer over the phone, then the chances of making mistakes are higher, and could end up leaving you with the incorrect part or item; this has happened in the past. It is much easier to clarify details over email and to ensure accuracy.

How can a phone conversation end up with the wrong part being ordered?
Canada is a very diverse country, and as such, we have people from all over the world, who call Canada their home.
Many times conversations on the phone result in misunderstandings due to background noise, poor connections, and a myriad of other reasons.
 

Why can't we have a phone number for customers who want to ask us a question?

We have tried to do this in the past, but unfortunately when a phone number is listed, customers will try to use it to place orders, even though it is to be used solely for question purposes.

With the use of email, we have been able to obtain the most accurate information from our customers.

2) We use email transactions to answer questions when a customer is looking for a part that is not in our system. In this circumstance, we have to track down the information, and this will take us time to do; as we have to contact our suppliers. 

Emails also helps us to review the information and it helps you to review the information once you receive a response from us, ensuring that all of the information is accurate before you purchase. Customers must review all materials before ordering, as you are the last person to double check the order, in order to prevent any incorrect part to be shipped to you.

3) Email provides a very good record of the conversation between our customers and our staff members.
In this circumstance, you have a record of the conversation and we have a record of the conversation; if we were taping phone calls, it would be difficult for you, the customer, to obtain this record. If you have any doubts about what has been said between yourself and our company, you will have a solid record with which you can look back.
 
OemHvacPartsCanada.ca understands that not all customers prefer this method of communication, we even understand that some customers may be hesitant or concerned when they want to order a part from us. You may be wary of us, and that we may have a scam operation because we do not list our phone number. We regret that you feel this way and respect your decisions, but in order for us to provide you with the correct part(s), we have had to build a policy that works for our online specialty HVAC business.

If you have any questions or concerns, please contact us through our home page.

What kind of information do you require from me?
We require as much information as you can provide to us. This includes the make, the model number, and serial number of your furnace or A/C. If you can provide us with photos, that can also be helpful in determining what you require; providing us with detailed information can ensure accuracy and ensure that you have the correct item(s) sent to your home.
If you see any product numbers on the part, you can send this to us as well.
All information must be sent through our contact page.
If you have any other questions, please do not hesitate to ask.

How long does it normally take for a customer service representative to respond to my email request?

At OemHvacPartsCanada, our customer service reps are always working hard to respond to customer questions.

While we try to reach every customer as quickly as possible, it could take a few hours to receive a response.

If you don't receive a response within 12 – 24 hours, it could be that your email may have been missed or was not sent correctly through our contact page. In this case we would recommend that you email us directly at info@oemhvacpartscanada.ca.

Thank You.