Frequently Asked Questions: Customer Service

By: Mohawk Mfg. & Supply  09-12-2011
Keywords: Bus Parts

Q: What items do you handle?

A: Mohawk specializes in aftermarket bus parts. Our product offering includes transmission, engine, electrical, heating, air conditioning, brake, lighting, mirror and steering parts. Our parts service most mass transit and intercity coach buses on the road in North America, including Gillig, New Flyer, NABI, Orion, Nova, Prevost, MCI, Flxible, RTS, Chance, Eagle, Setra, and even Van Hool.

Q: Are you affiliated with any bus manufacturer?

A: We are not. Mohawk has been an independent supplier and manufacturer of bus parts since its founding in April 1958.

Q: What corporation owns Mohawk?

A: Mohawk is family-owned and operated, and has been by the Brown family since 1958. John W. Brown, Mohawk’s president, has been an integral part of Mohawk since the start.

Q: I can’t locate a part in your online search. Is it available?

A: If it’s not listed, chances are we do not carry it. However, if you call 800-323-7652, we might be able to source it.

Q: I want to order a part but I am asked to log in. Can I get a username and password?

Q: Where do you ship your parts from?

A: Mohawk’s headquarters is in Niles, Ill., a suburb to the northwest of Chicago. This location means that ground shipments take no more than five business days within the Continental United States.

Q: How late can I call to get a Next Day order out?

A: If you call before 3:30 CT, we will ship your in stock order via any UPS premium service (Next Day Air, Second Day Air, 3-Day Select, etc.). If placing the order online, have your order placed by 1 p.m.

Q: What are your hours of operation?

A: Mohawk is open from 7 a.m. to 6 p.m. Central Time, Monday through Friday.

Q: Can you send me a price book?

Q: Can I get my parts today?

A: Maybe. If you’re local, ask us to hold the parts at will call for you, and come up and visit us at 7200 N. Oak Park Ave, Niles, IL. If this is not possible and a part is critical, let us know via phone as soon as possible, as Mohawk can turn to a number of various same-day shipping services that cover most of the United States.

Q: I am passing through Chicago. Can I visit Mohawk?

A: Of course! Please call us and let us know when you will be in town. Show off your bus if you’d like. Take a tour of our 80,000 square-foot facility. Meet with our staff to see how we can better serve you in the future.

Q: How do I return an item I purchased?

A: Please call Mohawk at 800-323-7652 and ask for a Return Goods Authorization number. Explain the reason for the return (i.e., part was defective, doesn’t fit application, ordered in error, etc.) and a Mohawk representative will provide further instructions to ship the part back. Please note that returns that are not a result of defects or Mohawk errors might be subject to a re-stocking fee of up to 15 percent.

Q: Does Mohawk warranty its items?

A: Mohawk has a 1-year warranty on all parts it sells.

Keywords: Bus Parts

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She looks forward to visiting her customers regularly to show them how Mohawk can provide great value and, at the same time, exceed their expectations for quality and customer service. Northern Plains and Chicago Transit Authority Terry Muellner brought nearly 25 years of transit experience to Mohawk when he became Southeast Regional Sales Manager in November 2010.