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Old 06-09-2021, 11:52 AM #76
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Well that was a fun read - sounds like communication/miss understanding more than anything else.

I agree with the OP that itís sucks to get something damaged thatís $1000+ but I also agree itís a steel bumper on a 4Runner not a priceless piece of art.

In the end I wouldnít ask for but would accept a small refund if offered , spray and go.

I love my SSO bumper even though after 4-5years in mid west winters the PC is failing but I donít blame them ( sliders from another vendor are the same way - welcome to the Midwest) however I do think having 4-6 items damaged in shipping out of 100 is High - not my industry but that kind of failure rate is horrible in mine and if itís similar damage on similar items - itís worth tackling because that kind of time suck over months and years is HUGE and it would be worth coming up with some plywood jog etc to make protection BUT as they mentioned they may have no space before shipping costs skyrocket and so what do you do - offer the customer extra protection for the additional shipping cost - how many would bite? I personally think a solution could be crafted but admit it takes time that may not be available.

At the end of the day I hope OP can enjoy the bumper ( one of my favorite mods - having a winch is priceless)
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Old 06-09-2021, 12:21 PM #77
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Quote:
Originally Posted by sn_85 View Post
I'll offer my experience from a previous purchase. I was one of the original adopters of the Rig'd Supply Ultraswings. This was when they were still a nascent company and I purchased their launch edition swing outs. Mine arrived slightly damaged with some scuffs and scratches in the powder coat. No structural damage. Their initial units were missing some packing structures so my wheel plate was just bouncing around during shipping and it caused the scratches.

I emailed them, sent them pictures and they responded promptly. Their response was to 1) offer me $150 credit or 2) offer a replacement unit free of any wait or charge. Since it was really just superficial damage and very slight I took the $150. Their response blew me away considering they were a new company and even though I sold the swing out and moved onto a full rear bumper I am still a fan of Rig'd and can't recommend them enough.

Honestly I think this is how SSO should have handled this. They should have offered $100-$150 in refund and sent the customer a power coat touch up kit free of charge. The bigger issue here and I think many have missed is that when the OP reached out to SSO they told him they'd be sending him a new replacement bumper in 2 weeks and instead it's been 2 months and now they have changed their story/response to say it'll be pending a FedEx claim. To me, that is misleading if not a flat out lie. SSO should have just initially said we're investigating the issue and will be filing a claim with FedEx. Instead they fed the OP a fable and made it worse. I think the OP is more upset about being lied to then the bumper itself being damaged.
Yes, you nailed it on the head with the last paragraph. If I was offered a small discount initially I would have accepted and moved on. Unfortunately they never offered and instead I was told I would be getting sent a new bumper in a few weeks which never showed up. So I've been sitting around waiting for months for something that was never going to ship. I like SSO and think they make quality products. But don't tell me you are sending me a new bumper if that's not the case.
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Old 06-09-2021, 12:32 PM #78
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Quote:
Originally Posted by Speedsurfer View Post
Well this thread turned into a real cluster real fast. I just wanted to share my experience since I get a lot out of this forum. I don't blame SSO for the damage and ordered from them for a reason. I like their bumpers. So I'm a perfectionist and don't want a dented brand new bumper after 9 months. When I talked with Lee my understanding was he was sending out a new bumper. Clearly that's not the case as it's now conditional on the Fed Ex report so there was definitely some miscommunication. If that was known upfront it would not be an issue, I might have even accepted a small cost break for the damage. It shouldn't take a forum post to get a response after so many emails and phone calls though.
Mark,

Your bumper was ordered January 29th, and it shipped April 16th. You received the bumper on April 22nd. Making it less then 12 weeks total turn around for the product. (Our lead times are 10-12 weeks, but they vary due to Covid) So I don't know where the 9 months part comes from.

When we spoke, you mentioned you wanted a new bumper due to the damage shown in the pictures. Our standard policy with this type of damage is either:

A) We send a powder coat touch up kit and refund powder coat
or
B) We offer to file a claim and get you a full replacement but this part requires Fedex to be involved, as we have to make a claim for a product.

You let me know right off the bat you wanted a full replacement (Which I understand). I thought I made it clear on the phone that I was going to get your bumper made, and when the claim was resolved we would release the new bumper, if I did not I apologize if I wasn't clear. We talk to hundreds of customers in a day sometimes, some with damage, some with missing products, everyone wanting to know where their product is, inquiring about new sales, sales people calling us, etc, etc. So forgive me if I didn't completely relay this message, even though I feel like I did, I apologize if I didn't. This is why I had you send pictures to me so I can file the CLAIM with Fedex, without the claim I can't do much. You sent everything I needed to file a claim so thank you for that.

As far as responses, as far as I know we've answered every call as I talked to you right before you posted this post. I don't know about emails as our email app "Front" is having issues with our webserver and some emails are not coming through. This is why I had you email my Gmail account and not Lee@SouthernStyleOffroad.com when you sent the pictures. So as far I know, we've been responding and answering everything you've sent. So I don't feel as though it took a forum post to get a response, you got one on the phone and then made a forum post.



Quote:
Originally Posted by LeekT4R View Post
That damage is not worth being returned or receiving a replacement. Straighten it out, touch up the paint and bolt it on. If you are smart you can probably straighten in in a few minutes without messing up the exterior surface paint.

Its a mass produced steel bumper mig welded together, not a piece of art. You can fix it and nobody will ever notice or care.

Btw, the sso powdercoat looks like garbage. Always buy raw steel.
We do not do powder coating in house (Yet), but we are working on this possibility so we have more control of QC. However, the powder coat we use is from Sherwin Williams and is used by a lot of Off Road companies and was suggested to us from Rough Country. It's quite rugged the issue is, who sprays it on what day at the facility we use.

Quote:
Originally Posted by John in NC View Post
What if SSO just gave the OP a $100 refund for his trouble of bending this back to it's mostly OG condition, and spray painting it?

OP I'd be perturbed too so not saying you don't have a legit complaint.

SSO I'd be looking at the shipper to take some responsibility too, but you gotta cut it off and help the customer at some point.

$100 refund? Anyone?
We do offer actually the $150 refund on the powder essentially in these circumstances. OP 100% wanted a new bumper.

Quote:
Originally Posted by sn_85 View Post
I'll offer my experience from a previous purchase. I was one of the original adopters of the Rig'd Supply Ultraswings. This was when they were still a nascent company and I purchased their launch edition swing outs. Mine arrived slightly damaged with some scuffs and scratches in the powder coat. No structural damage. Their initial units were missing some packing structures so my wheel plate was just bouncing around during shipping and it caused the scratches.

I emailed them, sent them pictures and they responded promptly. Their response was to 1) offer me $150 credit or 2) offer a replacement unit free of any wait or charge. Since it was really just superficial damage and very slight I took the $150. Their response blew me away considering they were a new company and even though I sold the swing out and moved onto a full rear bumper I am still a fan of Rig'd and can't recommend them enough.

Honestly I think this is how SSO should have handled this. They should have offered $100-$150 in refund and sent the customer a power coat touch up kit free of charge. The bigger issue here and I think many have missed is that when the OP reached out to SSO they told him they'd be sending him a new replacement bumper in 2 weeks and instead it's been 2 months and now they have changed their story/response to say it'll be pending a FedEx claim. To me, that is misleading if not a flat out lie. SSO should have just initially said we're investigating the issue and will be filing a claim with FedEx. Instead they fed the OP a fable and made it worse. I think the OP is more upset about being lied to then the bumper itself being damaged.
We do offer those things, read my response above.
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Old 06-09-2021, 12:39 PM #79
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Quote:
Originally Posted by 4RunnerAquasport View Post

-It is unfortunate that a member got so heated he needed to be banned. I can be partly to blame for this because although I didn't call him out specifically, I did elude to some of his statements. Hopefully cooler heads prevail in the future.

-OP, I hope you can get this resolved to your satisfaction, and SSO can get some resolution from the true offender here in Fed Ex.
To be fair, he was asking for it. Guy has been a forum troll for a while and he will usually resort to his method of childish name calling. I think he was banned for a brief time before as well. The guy is a wannabe @Stifler just not as funny or helpful. If we can all remember those days LOL
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Old 06-09-2021, 12:55 PM #80
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Quote:
Originally Posted by sn_85 View Post
To be fair, he was asking for it. Guy has been a forum troll for a while and he will usually resort to his method of childish name calling. I think he was banned for a brief time before as well. The guy is a wannabe @Stifler just not as funny or helpful. If we can all remember those days LOL
Stiffy!!!
I remember kinder gentler mods with much more tolerance for a good banter. Then Stifler would take it WAY past the bar lol. He definitely set the standard that very few can achieve these days.
I actually figured out who he was when I was still on a Florida 4Runners fb page and got the best of him a couple times. He could take it as well as dish it out though. I do miss the fun.

If this guy was asking for it then I'm glad the mods stepped in.
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Old 06-09-2021, 01:00 PM #81
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Quote:
Originally Posted by sn_85 View Post
To be fair, he was asking for it. Guy has been a forum troll for a while and he will usually resort to his method of childish name calling. I think he was banned for a brief time before as well. The guy is a wannabe @Stifler just not as funny or helpful. If we can all remember those days LOL
I've been on here a long time and remember him. Lots of old members from back then that I miss.
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Old 06-09-2021, 01:14 PM #82
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Lots of us still around remember @Stifler !

He did it with a lot more finesse.
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Old 06-09-2021, 05:27 PM #83
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Quote:
Originally Posted by YellowSnow View Post
Stop being soft, just rattle can it! Itís a bumper, itís going to get banged up on the trails (insert eye roll).

I swear, the flat brimmed trucker hat wearing, monster drinking asshats in here defending SSO and other vendors every time someone shares their experience is ridiculous and pathetic. Itís like if you donít just spray paint it, you somehow lose street cred with all the posers, acting all hard like theyíre ďreal off roadersĒ. If any of these SR5 driving Chads in here jerking off SSO had a similar experience as the OP, and had to wait 9-10 months for a bumper, they would be *****ing and moaning and calling out SSO....how ironical
I did have a similar experience, CBI in my case. When the truck driver brought it off the truck I could see where something banged up against the corner and chipped the powder coat along with a slight bend. It had been 8 months since my order was placed and didnít feel like waiting another 8 months to get a replacement. It was clearly the shipping companyís fault. Took a rattle can to it and moved on, I understand the standards of others may be higher than mine, but would the juice have been any better if I had squeezed harder??
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Old 06-09-2021, 08:12 PM #84
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Good takeaway here to ensure you read the seller terms prior to picking a product. This isn't buying from Amazon. Some vendors may prefer to keep customers first even if it means eating up the cost. Others not so much, and for them their obligation ends once the product is in the hands of the delivery service (over which you may or may not have a choice) and any damage repair or compensation is going to be contingent upon approval of funding from the shipper. I don't have a problem with that TBH. If a seller aspires for that level of customer service and clearly states that this is their standard then I don't see a problem. You make a value call based on the quality of the product, CS, availability etc so its just one additional consideration (though most of us probably don't pay as much attention to it as we should).

Great that SSO offered to refund the cost of PC. Again, the process they followed was clearly stated and is consistent with the CS they want to offer so I don't think the problem is there. Bummer that it's a bit dinged up but just touch it up and have someone fix the minor issues and enjoy it on the trail. If used, this isn't the first ding its going to take.
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Old 06-10-2021, 09:31 AM #85
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Has the op fixed and mounted the bumper yet? Or has he spent the majority of the week complaining online?
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Old 07-14-2021, 03:34 PM #86
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I just want to close the loop on this thread. I have been in touch with Lee with SSO and accepted his previous offer of powder coat fee reduction and touch up kit. I think all of this stemmed from miscommunication and other than a lot of time going by (expected given current conditions) SSO did a good job with everything.
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