PY Online Ordering is the Pits!
 

Good Lord! I have tried for hours and hours to dig through that terrible online ordering website and finally gave up. What a mess. I guess I am forced to pay the extra fee to have a human do it.

PY - Your company seriously needs to look at updating that terrible system

I do agree that the online ordering isn't up to date compared to a Summit or similar website. I would think that would be a big cost to do so though.
As an alternative I wrote down the parts needed (just bought release fork, boot and springs) from the PY "paper" catalog. I then called and left message with the PN's etc.. Stuff showed up at my door the 2nd day plus I got a 2% discount for using that service.

I hate the part using PAYPAL, I don't know for sure if my order went through or charged untill at least a day later when I am directed to another site [that I couldn't get to open] to finish making my PAYPAL payment.
I end up calling in my order with my order #.

I started an order and just quit. I also called and the guy didn't want to talk unless I had part numbers.

I have to agree. As much as I love the forums and the fact that I've always gotten good service and products from PY...the online ordering is such a pain that many times I go the the APE just for the ordering convenience.

wow..not having #'s and not wanting to talk to you?
to bad you didn't have the person's name and turn him in.
I have delt with people there and with out #'s they were very considerate..[Paul Spotts and Mike].

I ended up doing it the old fashion way and filling out the tight catalog form manually and faxed it in. Took all of 10 minutes to complete. I haven't ordered from Ames in a while but now I am going to go take a look.

Gotta agree with you.
 

I like PY just fine. I've spent some good money here. But their website is really outdated. REALLY outdated. Honestly, most times, I buy online from heartbeatcity. I know, BOOOOO on the Camaros- but most of the stuff is the same except for the motor- and once you use that website, it's over. You get an auto ship notation from them in 2 hours. If PY used their system, they'd be RICH RICH RICH

Do you know what problems you were having? IE, logging in, finding parts, not enough pictures of products, adding to cart...

well
 

Its everything. The way the site is organized. You have to think like a customer would to understand. For instance, the search engine stinks. Wayyy too much emphasis on part numbers on your site. In fact, the default setting for the search engine is actually set to search part numbers! So you want a centercap for your rally wheels? Type in center cap, and hit search. No results. Every single part you want to search you must select "description" first. I can promise you 99% of your customers search descriptions. So why have part number as the default? Also, when you do get a match, the results come in a very hard to enjoy format. You cannot adjust the number or type of hits displayed per page. In short, it just is not fun to browse the site. I do not enjoy it- it looks like a website from 1997. Its also slow too. Classic's website is bad too by the way. I already mentioned one website that is great- perfectly laid out, great categories, extremely helpful descriptions, and fast as heck. Hope this helps.

First and foremost, I am a customer, not an employee nor the owner. Maybe because I'm older, I don't get how the younger generation (you probably say gen) thinks. And, there is a thread to voice your opinions on.

If you can look through a catalog, you should be able to look through the site.
For your example, "I" would click on the vehicles' catalog I'm working on, IE Firebird. Click on the Wheels tab (to the right), click on Rally II attaching and the center caps are being shown (no typing).

I totally understand the frustration but please try and realize several things.

1. The emphasis IS on part number search because it's the opposite of what you think. 90% of our customer base has our catalog already! We use to default to description and since we changed it, the complaints have all but subsided to an occasional topic like this.

2. Our industry's products are not conducive to shopping by description! It's not just PY. It's not just Classic Industries. It's ALL of us. It's so frustrating to hear customers like you complain like it's just PY that has this problem. ALL the restoration supply companies have the same challenges.

Above you demonstrate my point perfectly. You say 'centercap' and you left out the space. Unless you are Google or Ebay (multi-billion dollar companies) you are not going to find 'centercap' if the real description is 'center cap'. I tested your search by keying in 'center cap' while selecting only the GTO catalog and 13 results come up. Pretty much everything our print catalog has. So I'm not sure what you were doing that is yielding 'zero' results except maybe the same thing you did above ie 'centercap'.

Here's another example; Say your dash gas gauge doesn't work and you suspect it's a problem with the device in the gas tank which will remain unnamed for a moment. What do you call it? What's its description? Well we hear customers referring to it as a Tank Unit, Sending unit, gas gauge, fuel sender, fuel gauge gas tank sending unit etc.

I can go on with examples like this for probably 20,000 part numbers. Do you follow the logic of the complexity of maintaining a description database that meets the needs of all of our customers personal automotive dictionary?

Anyway, all I'm asking is that you guys keep an open mind when you complain about your online shopping experience like it's the only thing that is important to you. I can't believe how many people have said 'PY was frustrating. I guess I have to go to Ames'. Like Ames online shopping experience is any better. If that's the #1priority for you, then I feel sorry for the person that buys your car when it's done. :(

After you shop for a 32 gb micro SD card on Amazon or Ebay, is it fair to come here and hold our small niche Pontiac company to the same standard? After you go to Disney World and then go to your local carnival, is it fair to compare the two? Yep, that's right, I'm comparing us to a carnival because from a size standpoint, it's pretty accurate! But there's nothing wrong with a good carnival either! And PY is a pretty damn good carnival! :)

There's only 2 companies on the planet that supply ONLY PONTIAC parts. PY is one of them. You can't go anywhere else and get this kind of selection, expertise, inventory, customer service or pricing. And even if you can bounce around from site to site and are lucky enough to purchase about 1/2 of what you need for your vehicle, you're going to have a similar frustrating experience IF YOU SHOP BY DESCRIPTION!

Despite this overwhelming and impossible situation, we continue to make thousands of improvements in our descriptions each year to yield better results and we will continue to do so.

In the mean time, we HIGHLY SUGGEST three very good ways to get those Pontiac parts you need;

1. shop by category
2. if you have our catalog, use it in conjunction with your online shopping (by part #) for a much better experience.
3. you can always pick up a phone and talk to some of the most knowledgeable experienced helpful staff you'll ever find. :)

Well, that's probably my problem. I haven't had a PY catalog for quite some time, wheras the other guy sends them to my quite regulary. I dug around here for a PY catalog for quite a while and couldn't find one.
I"m kind of an impulse buyer. I decide that I'm going to order my whatever it is, sometimes at 2am and I want to order it right now..or sometimes I may be at work. If I've got that catalog on my nightstand or in my locker, I'll break out my laptop and it's done. If I don't have the catalog nearby, I will do a search by nomenclature. In that regard, PY is still more difficult to use...I don't know why, it just is for me at least.
I'm definitely not a phone guy and avoid them at all costs. When you get a call from me, it's usually because there's a problem.
My most recent purchase was some Legendary seat covers. I went to PY, did not have any problem finding them but they were all listed out of stock...so, I went over 'there' and ordered the exact same product.
It took 5 weeks to get them.
It then occurred to me that it's probably the same as PY in that regard except PY listed them out of stock because they are drop shipped? The out of stock message is always a turnoff to an impulsive buyer like myselt. In that one arena maybe it would be better to note that they are drop shipped and how long it takes.
Bottom line, PY has gotten better with the web shopping experience (as opposed to 8~10 years ago) and I understand exactly the issue with using a naming convention as opposed to a part number.
It took me quite some time to get a user name over here that would work. You guys worked with me and I finally got one but to this day, I have password issues.
I'm still a PY fan though and shop the other guys as well sometimes just because you're both appreciated as Pontiac only suppliers.

Good stuff Greg! It's very helpful to see people's buying habits. Regardless of whether PY thinks it's the right or wrong way to look at things, it is what it is. Gotta try and cover all the bases.

We were just making arrangements to send out a bunch of catalogs to our customers. If you have a catalog that's more than 18 months old, it's REALLY OLD. There are so many new items now, something 6-9 months old is outdated. This is good timing.

fyi,

Current 64-74 GTO Catalog is 12C run this Spring

click here to order a free catalog: http://performanceyears.com/include/...OTempestLemans

Current 67-81 Firebird catalog is 13A which is really outdated. However, we just sent a new FB catalog to the printer. It should be ready to start shipping in about 3 weeks. Click here to order the new FB catalog:
http://performanceyears.com/include/...ata=FirebirdTA

Current 69-77 G-Body GP catalog is 2GP. Clicke here to get a free G-Body GP catalog
http://performanceyears.com/include/...Data=GrandPrix

The following links are to our online catalogs for

55-76 Fullsize Pontiac (except 69-77 GP); http://www.pysales.com/iw_products.m...11?company=PY1

The Late Model 2004-2006 GTO, G8, 1994-2002 TA; http://gtog8ta.com/

Here's a little tutorial...

Click on 'Catalogs' at the top of forum pages.

http://www.forums.maxperformanceinc....8&d=1406855575

Then hover your arrow over 'CATALOGS' and click on appropriate catalog in the dropdown menu.

http://www.forums.maxperformanceinc....1&d=1409778870

Then you can click on any of the following: SEND ME A CATALOG, BROWSE CATALOG ONLINE or shop now.

http://www.forums.maxperformanceinc....1&d=1409778870

http://www.forums.maxperformanceinc....1&d=1409778870

http://www.forums.maxperformanceinc....1&d=1409778870

You can also hover your arrow over 'ORDER ONLINE' and click on 'SHOP NOW' in the dropdown menu.

http://www.forums.maxperformanceinc....9&d=1406855589

Then either type in the search word or item number and click appropiate box or you can view the items interactively.

http://www.forums.maxperformanceinc....0&d=1406855602

Catalogs are always available at any event that PY attends. Matter of fact, my car was on the cover of last years GTO catalog, so I got a few of them :) Whether I need items right away or not, I always pick up a new catalog to make certain I am current.

I have been working on a 1949 ford truck lately and the my buddy who owns it has been ordering from LMC Truck. When I had a question about the accuracy of one of the parts ordered, I went to their website. It sucks. There was absolutely no description of the part, nor any other details. Just their part number and a price. Then I called them. I spoke to a lady who had no idea what a carburetor is, and she put me on hold to try to get someone who had anymore info. When she got back on the line she told me there was nobody who could answer my question. Great service, I think not.

I would imagine LMC Truck is a much larger organization than PY, but I guarantee PY has far better service. Plus I get to see Chris, or any of the other guys out at Carlisle and other events. I would be willing to bet $$ that you cannot see the owner of LMC out at a swap meet.

I will be honest, I bought a lot of items from Ames when I started building my car, because my father always bought from Steve Ames back in the 80's when he was restoring GTOs. Since I joined the forums and have been to all but one of the open house events (missed the 2014 event due to a health issue), I switched my primary vendor. I have been very happy with the service I have gotten over the phone, online, at a swap meet, and at PY's world headquarters, I don't think I have bought anything from Ames in 3-4 years. I agree that it can sometimes be tough to find something online, but a free phone call usually points me in the right direction.

Just my .02¢

I don't really complain unless something is wrong, but it saw this thread, so.....I recently tried to order parts online from PY because you guys host this site as well as good parts and excellent service and my experience was less than stellar(on line). I also find the site difficult to navigate. I much rather read thru the catalog than shop the site. I understand that companies like Amazon spend big money on their site but let's face it is the wave of future. Which is certainly not new news. Catalogs can't be cheap between photos, printing and shipping, but in my opinion investment redistribution may be necessary. I too am an impulse buyer and I want what I want when I want it. I order from PY all the time and don't even bother shopping or try buying online with PY anymore. Don't worry you still have my business though, I just call. Point is really not fun PY online. Incidentally my most current catalog is 13a.

For what it's worth.....

You aren't one of those guys, but as evidenced by this topic, there apparently are members that are so frustrated, that they have decided to take their business to other companies without evidence of a better online experience. Nor are some willing to give PY enough credit for the balance of everything else PY provides to the Pontiac community. PY's not asking for hand outs. Not asking for you guys to have pity.

PY is not settling or giving up! There's a lot of continual improvements coming from PY with regard to the Internet shopping experience, but the bar has been set pretty high. As technology becomes more readily affordable, some of the features you'd like to see will be incorporated. But realize that the 'bar' will be set even higher with these giants. PY nor our competitors will ever look or function quite as good as the giants in this online environment. My point was to look at the things PY CAN do every bit as good or better than these giants. Stop comparing us to the likes of those giants and not close the door on PY just because just a single aspect that we came up a little short on.

Might I suggest attending the PY Open House in June. My son and I have attended the last 3 years. That is where you can see first hand how PY really cares about the hobby (also maintaining this Forum). Sure, it's a business, but there's real good caring folks steering the ship IMO.
Most folks who buy stuff online can be spoiled by the big corp. e-tail sites but PY just requires a bit more effort for just as satisfying a buying experience.
(Tshirt size is XXXL btw lol)

Would really love to, BUT there are no appearances down here in the deep South.
Other than this forum, which we DO greatly appreciate!

I'm sure many here...possibly ALL here, would love to visit PY. I know I would but from Georgia, it's a bit of a haul.

Well Boudreau, you beat me to it.

I've never been thrilled with the online ordering experience from PY, but every time I've had a problem I've been fortunate enough to get someone on the phone or email who helped out and fixed it right away. I agree some changes would definitely help improve the site, but more than realistic on the cost and effort involved with such changes so I don't expect it to happen right away or anything.

My big reason for liking to search part descriptions is sometimes items are online that aren't necessarily in the catalog or easily found and as Greg, I'm an impulse buyer that will toss 5 or 6 $5-10 items I need in an order because "oh! I'll use that eventually!" and it saves on shipping.

Which is funny, because the "other guys" experience has always been stellar online ordering and somewhat iffy if I have to call or email (things get resolved, but it's not exactly service with a smile). Kind of amusing to think about really.

At least you didn't call me Thibodeaux!

I couldn't spell it Charles.

I really enjoy reading the forums provided by PY. Thank for that. But in sales, if you don't take care of the customer, someone else will. Interaction with a customer in person or online needs to be easy and seamless.

Here's something maybe someone could help me with...I need the little rubber seatback bumpers that screw to the seatbottoms. I have no idea what the proper name is and don't know the number.
Someone with a catalog want to help me out? Console lid too, although I could probably find that one myself...

Seat bottom bumper.

http://www.pysales.com/images/rpi50-52-gmi1.jpg

Console bumper.

http://www.pysales.com/images/rpi644.jpg

Thanks HFR. I'll be sure to get a catalog sent with this order.

I don't think I have ever had a problem ordering parts online from PY, or AMES. Sometimes it a little hard finding parts at times, but if you think first.

I guess I'm old school. I much rather call and order by phone just to make sure I'm not screwing something up. Every time I've called PY for a parts order (many of them over the years), I've never once had any issues with whomever I talked too. Friendly, hopeful, informative, and honest, thats what makes customer service. And when there has been issue with an order, its nice to know you can get immediate help rather than trying to email or call other vendors.
I even still call Summit when I need something because I'm just not a big fan of online ordering. I need to hear a voice.

Problem With Ordering On PY Website
 

I really like ordering online but the PY website will not let me. I can log on with my user name and password, find what I'm looking for but can't complete the order. Logged on there is no "Add to Cart" type of message, and there appears to be no way to purchase any item.
This is the only place that I have ordering difficulty with.

Funny thing is that I can log on and order on the G8GTOTA site! No problems at all. I don't know if it's a different system or what.

67TIGER: when this happens it's probably something not setup in your main account. Send me an e-mail [email protected] with your info and I'll look into it. GP Mike

I don't venture into this part of the forums often, so it's ironic that tonight is the first time I've seen this topic. The reason it's ironic is because last night I spent a couple of hours searching for parts on here. After fighting the default "item number" and "catagories" option I was able to confirm availability on about 45 of the 70 parts I would have ordered, all for a '68 Firebird. It was late, and I called it quits at that point.
Yes, if I had a catalog on hand it would have been a little easier. But being able to lock in a chosen setting would have been outstanding. However, no matter how I typed in an item name, there were some that were dead ends. Obviously the reason is I'm just too stupid.
In the end, I e-mailed Mike last night to let him know I would have a large order today. Before 8 A.M. he had replied he was in and ready to take the order.
Later this morning I e-mailed my list of part numbers to Mike. He called to clarify two numbers I had copied wrong. We got that straight and he took care of the rest. The only item listed in stock that actually was not is a hood tach, so I think the site information was still pretty accurate. Sadly, the tach is a part I need sooner than the rest, Murphy's Law.
Two points I would like to make.
First, recently I have dealt with Mike on some orders and found him to be extremely helpful and on his game. On a large order, I would rather give up the two per cent in exchange for the personal service like I got today.
My second point would be about the response to the customer concerns voiced here regarding online ordering. But I will stop here instead.

I want to clarify something that I typed in my post above.
There were several things on my list that I did not locate, I don't mean to imply I can't find 25 items. I just simply quit because of the time required.

You sir are probably the most patient person in the world. Shopping for 70 parts on any automotive shopping cart without part numbers is a monumental task! My compliments for not waking up the next day and sending us a letter bomb. :)

User login
 

While the online catalogue isn't the easiest to find things in, I was able to find all of the stuff I was looking for but was not able to order it! I guess my PY Forums login is not the one I needed to order stuff. No matter what I did I could not get it to work. This was on a Sunday so I couldn't call up to get help. I gave up and still have not ordered anything. Funny thing is I have ordered in the past so not sure why I couldn't get a login to work....
If someone can send me some info on my login that would be great.
[email protected]
Of course it's Sunday again.......the only time I have time to do this.

Rob...

Just noticed the "forgot user name or password" on the login screen so sent a request for mine. TY

Rob, Username and password for online ordering is different than PY Forums login. Sorry. I'll send you an e-mail in a minute just in case it didn't come over to you automatically.

We SHOULD be able to order without creating an account, especially if you're using Paypal (which automatically provides your shipping address, etc to the vendor).

You can order without an account. It just so happens that the customer above 'did' have an account.

Just to follow up on this, I just placed a small order with PY this morning. It went off without a hitch but I DID have to use the part number posted earlier by HFR seat back bumper. I tried to look up the part using what I thought it was called to the best of my recollection and came up with nothing.
The language has to be exact if you use the product name as opposed to the number.
Therefore, if you don't have a catalog you're likely going to have issues.

Greg, I don't mean to pick at you, but use you as an example.

I think one of the problems is exactly as you describe, trying to guess at what a part is called. The bumper was an easy find, as you described where it was used. I went into the GTO/LeMans catalog then, into the interior section...

http://www.forums.maxperformanceinc....1&d=1410821745

Then, I knew it attaches to the seat...

http://www.forums.maxperformanceinc....1&d=1410821745

And finally, a picture with description was right in front of my eyes.

http://www.forums.maxperformanceinc....1&d=1410821745

Basically followed through it as if it were a catalog. Now, I do have problems sometimes as all part numbers don't have pictures. But, the description is usually very good.

Hmmmm. That's weird. I did a "test" with a simple order, and couldn't get past the screen that requires an E-mail address and password (and "confirm" password). That's defacto "creating" an account. You should be able to put in your e-mail and press a PayPal button without having to create another login. I don't need to keep track of another login. But, it's just a suggestion. If I really needed something, I'd probably just do it.

Thanks HFR, that was helpful. I'll admit that I cheated since I knew you had already found it for me. I did at least find the console door with zero difficulty...but not too many other things you can call that.
Now, as for viewing the catalog online...my home connection (ATT) is pretty slow and it takes a LONG time to download it. I just tried it and got tired of waiting. I did request a catalog with my last order and that should help.

I believe you did stumble upon a glitch or at the very least a confusing aspect. You can enter our online ordering 2 different ways. 1. As a registered user or anonymously. We've setup various links from our main page and from the Forums and I think you stumbled on an incorrect link that needs to be corrected to take you directly to the shopping cart instead of the login prompt. The link you found should be strictly for registered users of the online order system. Do you remember what you clicked on to get that screen?

btw, The registered user mode is pretty nice for customers that order often from us.

1. It allows you to enter part numbers through a 'quick cart' mode. 30 part numbers can be entered in about 3 minutes.

2. It allows you to review status's of existing orders. You can check backorders. You can look up tracking numbers.

3. You can look up old orders you already received just in case you forgot whether you ordered something. You can also get a good picture of how much money you spent! (maybe that's not such a good feature. ;) )

I think I just added a test item (a py decal) and clicked "checkout".

Well, this thread has served a useful purpose for me. I had not explored the PY site beyond the forums in quite some time. I think the last big order I placed with you was for my exhaust system and I did that by phone.
I've been playing around with it and I have to admit, the ordering process has improved quite a lot. Not a whole lot to complain about at this point from me.

hmmm.... This may be getting out of my technical range but it appears to me like you may already have registered for online ordering in the past and it recognized you. Therefore it is asking for a username and password.

If you don't mind, can you PM or email me your real name and zip code? I can look at your account and see if my suspicion is true.

Placed a small online order yesterday. Everything seemed to go well. The only thing I don't understand is why we can't get the shipping charges before we place the order. The only time I find the charges is after they charge my credit card. I like to shop around and knowing how much a company is charging for shipping is very important to know ahead of time before you submit the order. I think this is the only online store that I purchase from that doesn't do this.