Advance Auto Parts

This dispute relates to a few different issues with Advance Auto Parts – warranty, delivery, and customer service issues.
On 29-Nov-12, an order was placed for a used transmission for a ’00 Isuzu Rodeo. It took over 15 days to receive the part. We were in constant contact week days with the store to get updates and no pertinent information was ever really given. When the part finally arrived (16-Dec-12), it was installed immediately; our customer had been waiting for over two (2) weeks for the vehicle.
Per the store’s commercial sales department, when part was purchased the warranty was for parts and labor at 12 months/12, 000 miles.
The customer returned 06-Dec-13 complaining of slipping issues and not properly engaging. We diagnosed the vehicle and found that the transmission was causing the issue. So, we immediately contacted Advance Auto Parts of the problem and requested another transmission since we were under our warranty with regards to time and mileage. The transmission arrived a lot sooner than the first time and was properly installed (11-Dec-13). The customer left happy with a properly working vehicle. Once we had the invoice signed by our customer, we forwarded via email (12-Dec-13 @9:16AM EST) the necessary second invoice information for payment on the labor claim since the transmission was already sent and under warranty to the CAM (Commercial Account Manager-Jason Caballero). We did not hear from Jason until a week later (19-Dec-13) when he said that he had to “have a meeting with me”. Jason let me know that the labor claim would not be approved due to the part purchased was outside the warranty time. I let him know that we did not agree due to the fact that the original transmission was not delivered until 2 weeks after the order date. It does not make logical sense that a warranty will begin for product/service if it has not yet been received, let alone paid for.
I did not want to argue with Jason because I had customers in our office and it was not an appropriate time to discuss this issue. I let Jason know that there was nothing more to discuss since he was unwilling to try to fulfill Advance Auto Parts warranty. He also made no additional attempt to rectify the situation.
I then attempted to get an answer from Jason sending an email alerting him to the facts – part not delivered till mid-December, we had a 12 month/12, 000 mile warranty on parts and labor, and to discuss other issues with customer service. Jason responded after 5PM that same day which is admirable, since timeliness was also an issue I had with Jason. Jason did not address all issues discussed in my email.
Our issue at this point is that we received an inferior product from Advance Auto Parts and requested under the terms of our warranty replacement and reimbursement. All action items have not been met and per the CAM –Jason, will not be remedied.