Bad 4x Innovations Experience

[proptied]

Adam and his small crew at 4xInnovations may not be #1 at customer service, but they make some great parts at some seriously good prices. It's definitely a give and take... they would have to hire that customer service labor and raise their prices or spend more time with customers and lower their production. Maybe I'm just looking at it naively, but that's a very fine line.

No vendor is perfect, but I will say I've had zero problems dealing with any of my many purchases from them (skids, bumpers, sliders). As for the hardware on the skids, mine came in one box and I didn't get any instructions. Though honestly it was pretty self explanatory. Let me know if you need any help.

The thing I try to keep in mind is that these guys (all vendors really) are supporting our lifestyle making really cool s%!+ at volume on a daily basis. I definitely don't want that to change. With everything going on in the world, many have been fighting a losing battle. We need to support them just as much as they need to support us.

 

[ryguytheman]

Adam and his small crew at 4xInnovations may not be #1 at customer service, but they make some great parts at some seriously good prices. It's definitely a give and take... they would have to hire that customer service labor and raise their prices or spend more time with customers and lower their production. Maybe I'm just looking at it naively, but that's a very fine line.

No vendor is perfect, but I will say I've had zero problems dealing with any of my many purchases from them (skids, bumpers, sliders). As for the hardware on the skids, mine came in one box and I didn't get any instructions. Though honestly it was pretty self explanatory. Let me know if you need any help.

The thing I try to keep in mind is that these guys (all vendors really) are supporting our lifestyle making really cool s%!+ at volume on a daily basis. I definitely don't want that to change. With everything going on in the world, many have been fighting a losing battle. We need to support them just as much as they need to support us.

Not all vendors deserve to stay in business. Balancing customer service with a solid product is hard to do, but the good ones manage. I'll support the guys who consistently prove their value, instead of propping up the lame ducks. I think it's a mistake to see every vendor as a struggling business that needs saving, it doesn't have to be personal.

Not to say that I'm ragging on 4X in particular, just responding to your comment in general.

 

[RedRunner_87]

Not all vendors deserve to stay in business. Balancing customer service with a solid product is hard to do, but the good ones manage. I'll support the guys who consistently prove their value, instead of propping up the lame ducks. I think it's a mistake to see every vendor as a struggling business that needs saving, it doesn't have to be personal.

Not to say that I'm ragging on 4X in particular, just responding to your comment in general.

Honestly I think that is wrong with this industry. Everyone will excuse bad customer service if they make a good product. There is a way to do both and get that good customer service to your clients. It is literally your job as a business to have a relationship with your clients as well as provide a product.

 

[jaemz]

from what i've received, it looks to be a good product. it's just hard for me to recommend them when i don't have the confidence that they'll get back to their customers in a timely manner.0 my questions pre-purchase were answered immediately, but once the order was placed i was lost in the abyss.

i totally understand that he's running a small team and especially during these times, things are crazy. all i really wanted from him was literally any communication in regards to time frame or where anything was at. i don't have a problem waiting, as long as you tell me that i need to be waiting. if he told me he was slammed from the first phone call i made and needed a month or two to get everything settled, i woulda been totally fine.


i work purchasing and receiving at a medium sized machine shop, and i understand what goes into the job and what goes into maintaining customer relations. it's not easy. the number one issue i'm always dealing with when it comes to vendors is transparency and over-promising. i just think that telling the truth right from the jump is way better than hoping to work faster.

edit:
adam has responded with basically what was mentioned by you guys. small team, pandemic, things are crazy. he did open it with "sorry that you are unhappy with our level of service" which was a... interesting way of putting it. at least this confirms that their inbox is indeed working.

 

[Louisiana Overland]

I hope this works out for you.

My covid shopping spree was mighty, and I had some pleasant experiences with...

Vivid Racing(powertank propane bottle bracket)
Rig’d Supply(ultraswing-great customer experience and product)
Rago Fab(rear molle panels)
Iron Man 4x4 (2500 awning/quick release brackets/wind deflector)
Gobi(a rarety maybe but I bought a ladder and gas struts and they delivered within the promised timeframe)
Expedition Essentials(i have a gripe with the install, but customer service and delivery was spot on)

All this during the covid crisis. Kudos to these shops.

 

[gearguywb]

Issues with production in a small shop...excusable. Issues due to Covid......excusable.


Not communicating with a customer regarding an outstanding order......inexcusable.

If you don't have supplies to make the product then you have even more time to write a simple email/text/whatever to let the customer know the situation.

Some of the smaller shop guys (in a variety of industries) are truly craftsman and make great products, BUT that doesn't mean they are good businessmen.

The really smart ones realize where their strengths and weaknesses are and due something about it.

 

[Nomad74]

Got my GOBI! 18 weeks and 6 days!

 

[flyrv9]

I can't believe some of you continue to put up with this crap; and make excuses for the poor service these vendors dole out to boot. Apparently there are more than one born every minute.

 

[AZ Craig]

I can't believe some of you continue to put up with this crap; and make excuses for the poor service these vendors dole out to boot. Apparently there are more than one born every minute.

I'm with you. Working on starting my 2020 build now. Focusing on vendors who I believe will come through without taking money and inane lead times.

Going RCI for skid plates and Victory 4x4 for Sliders. RCI quoting 2 to 3 weeks lead time, Victory up to about 6 weeks. I'm guessing both will come through based on reputation.

 

[SpeedyKevin]

I'm with you. Working on starting my 2020 build now. Focusing on vendors who I believe will come through without taking money and inane lead times.

Going RCI for skid plates and Victory 4x4 for Sliders. RCI quoting 2 to 3 weeks lead time, Victory up to about 6 weeks. I'm guessing both will come through based on reputation.

Never had any issues with RCI (skids and sliders) and they were always responsive through email on social media.

 

[AZ Craig]

Never had any issues with RCI (skids and sliders) and they were always responsive through email on social media.

Yes, they have a great reputation overall. Offroad shop I get stuff installed at usually here in Arizona has worked with them plenty and never had an issue.

 

[ryguytheman]

Never had any issues with RCI (skids and sliders) and they were always responsive through email on social media.

I saw a concerning post regarding RCI sliders. Likely a one-off type of issue, but their immediate response was not to send new ones apparently. The guy jacked up his truck once and they bent enough to impede his door once he lowered it.

 

[SlickTRD]

I saw a concerning post regarding RCI sliders. Likely a one-off type of issue, but their immediate response was not to send new ones apparently. The guy jacked up his truck once and they bent enough to impede his door once he lowered it.

can you link to original thread about this? what was the final outcome?

 

[ryguytheman]

can you link to original thread about this? what was the final outcome?

It was on the 5th gen Facebook group, never saw if he got a resolution.

 

[SpeedyKevin]

I saw a concerning post regarding RCI sliders. Likely a one-off type of issue, but their immediate response was not to send new ones apparently. The guy jacked up his truck once and they bent enough to impede his door once he lowered it.

Ouch! I have landed on my sliders (3-4 inch drops) and jacked up the car using them several times now and haven't had issues. Hope the guy gets it all resolved!

 

[MAST4R]

Ouch! I have landed on my sliders (3-4 inch drops) and jacked up the car using them several times now and haven't had issues. Hope the guy gets it all resolved!

Hmm...I am no fabricator, but does that not exceed expected use? I know it was not you

Why jack from the outer rail? It has not occurred to me to try that.

The chance that half the vehicle weight goes on a surface that tiny on the outer rail during trail use is close to none, isn't it?

As for communication issues, my experience has been that this kind of tiny operations really struggle with communication, especially if you have an issue.

I am not sure what is so hard or time consuming to answer an email. It is also very easy to set up an auto reply if you are not able to communicate due to health, vacation, whatever.

 

[SpeedyKevin]

Hmm...I am no fabricator, but does that not exceed expected use? I know it was not you

Why jack from the outer rail? It has not occurred to me to try that.

The chance that half the vehicle weight goes on a surface that tiny on the outer rail during trail use is close to none, isn't it?

As for communication issues, my experience has been that this kind of tiny operations really struggle with communication, especially if you have an issue.

I am not sure what is so hard or time consuming to answer an email. It is also very easy to set up an auto reply if you are not able to communicate due to health, vacation, whatever.

If I ever had to jack the car using the sliders, I try to go as close to the tire as possible (I think they wrote that down somewhere). I think the only time I jacked near the middle was when trying to break a bead on a friend's tire to replace the valve stem (don't got one of those fancy valve stem tools lol)

 

[4runnerDFW1]

4x innovations DIY sliders experience

4x innovations experience:

Website had estimated shipping time maybe 3-4 weeks. Sliders came early in near perfect packaging. Just watch their test video. Great quality product.

 

[jaemz]

update:

got everything in and installed. fit and finish is good, complete lack of instructions for the skid plates made the install a bit harder. didnt realize you had to remove a couple parts in conjunction with the OEM skid plates to get everything mounted properly.

all in all, happy with what i received. not happy with the complete lack of communication or any reason to particularly care when called out on this lack of communication.

like everyone here said, things have been crazy lately. totally understand that. doesnt excuse the completely lack of communication. if he simply called me up and told me itd have taken a year, i would have had no issues. but because of this complete lack of professionalism, i might as well just tell people to take their money elsewhere if they can respond to questions but essentially disappear after money has been exchanged.

 

[Bluesky 07]

Here is a recent experience with 4X Innovations from a 4th Gen owner FWIW: I asked on their FB page about the lead time shown for the sliders I wanted. Adam promptly replied that they actually had one set of them in stock. I ordered the sliders on 26Mar and received an email confirmation and tracking number that day. They also shipped the sliders that day and they arrived on 31Mar. Superb quality and the shipping from Wisconsin to Metro Atlanta was only ~$70 via FedEx Ground. I considered Shrockworks until I saw their shipping is $265 from Houston. The fact that Shrockworks' product comes assembled obviously makes a difference but the total cost including assembly and installation by a local welder (Cory Turner, he's great if you're in ATL) was still about $200 less.

Bummed for [MENTION=380932]jaemz[/MENTION] and anyone else who had a different experience with them. Perhaps 4X Innovations learned some lessons they're putting into practice.

The process: I ordered bare metal, took the sliders & parts to Cory who worked out the fit and assembled the sliders. I brought them home, primed with self-etching primer, then painted them with the same Rustoleum Black Stainless Steel Metallic paint I used on my roof rack. Brought them back to Cory who cleaned the frame area, welded them on, then painted everything. Pics: