Quote:
Originally Posted by Speedsurfer
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
[email protected] 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
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
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
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.