My rant

[4Rtrailbum]

I ordered my lift on 9/21 from Toyota Mafia , Eibach stage 1 and received in short order.
Today I get a call from CPW that the kit is not correct for a 4R it's for a GS Lexus , I'm pissed and try and call and immediate busy signal.
But they answered my email in less then 2 minutes and asked for pics of the part # and i did.
Turns out it's a kit for a GX Lexus and they confirmed it , they said they send the right kit tomorrow ASAP and also send me a #RMA for the wrong kit to go back.
Not sure who pays the labor for the incorrect kit and return shipping but a big thanks to Dan C. at CPW and Toyota Mafia customer service ( Megan B. ) for fixing this problem.
I'll keep you posted on the money aspect of this screw up.

 

[Humble Leader]

probably the nicest rant I've ever read

 

[4Rtrailbum]

My head was about to explode for sure , but I will remain calm until fixed or it goes sideways.

 

[Pavement Tested]

What do you mean "money aspect"?

 

[bayaz]

Seems to be a natural part of the US off-road fabricators and sellers - mislabeling parts, not labeling, shipping wrong items, shipping late, etc. Very unfortunate for the industry and the consumers. I almost disassembled my KDSS system trying to fit SSO sliders: after spending countless hours, I threw in the towel and emailed SSO asking for directions, only to find out that they shipped me the non-KDSS version. Had similar experience with most other shops (RCI, Morris4x4, NeoGarage, SDHQ, Cali Raised, Boss StrongBox, Mercedes Benz USA, and others). Most US bumper manufacturers can’t provide a tow rating, airbag certification, or even a chip-free powder coat.

The only respectable fabricators and retailers, in my experience, have been the Australians (with the exception of C4). When they make a bumper, it actually fits. And ExitOffroad (Aussie-run) has been the only online retailer that’s delivered what was expected and in a speedy manner (and responded to emails). I really hope someone improved the quality of service and attention to detail in the off-road community. It just boggles my mind how half-assing the very product/service being sold is a standard practice in this industry.

 

[4Rtrailbum]

" Money aspect" meant who pays to ship it back.


ETA: Yotamafia being true to their word has shipped out the "right" kit today, we will see how this goes when I get the new one.

 

[osugsxr]

quick story short...I ordered a microwave from home depot back in late February. First one was delivered March 3rd and it was damaged. I installed since we needed one. Well the following few weeks the second, third and fourth all arrived damaged. The fourth one was in the best condition so I swapped them.

Home depot apologized and took $350 off the $450 I initially paid. Contacted maytag for a door replacement and case vs trying for another through home depot. Took about a month for parts to arrive, repair tech opened the case and its correct but the wrong door was sent. :smashputer: So probably another month for a door to arrive.

 

[BlackWorksInc]

Seems to be a natural part of the US off-road fabricators and sellers - mislabeling parts, not labeling, shipping wrong items, shipping late, etc. Very unfortunate for the industry and the consumers. I almost disassembled my KDSS system trying to fit SSO sliders: after spending countless hours, I threw in the towel and emailed SSO asking for directions, only to find out that they shipped me the non-KDSS version. Had similar experience with most other shops (RCI, Morris4x4, NeoGarage, SDHQ, Cali Raised, Boss StrongBox, Mercedes Benz USA, and others). Most US bumper manufacturers can’t provide a tow rating, airbag certification, or even a chip-free powder coat.

The only respectable fabricators and retailers, in my experience, have been the Australians (with the exception of C4). When they make a bumper, it actually fits. And ExitOffroad (Aussie-run) has been the only online retailer that’s delivered what was expected and in a speedy manner (and responded to emails). I really hope someone improved the quality of service and attention to detail in the off-road community. It just boggles my mind how half-assing the very product/service being sold is a standard practice in this industry.

Has it really gotten that bad? Yeesh... The biggest issue I had back in the day with my Shrockworks bumper was lead time (which I was aware of when I ordered so it wasn't a big deal) and that they forgot my D-Rings when it arrived; but they were super responsive to emails and next-day aired the D-Rings for me and even threw in an ARB Snatch Strap for being patient and the trouble. CBI was also very good years ago when I got some of their sliders on a rush order before a trip to Tahoe.

But then again... I tried reaching out to Victory 4x4 and a couple other manufacturers to inquire about a 1.5" body lift option on their bumpers and I have never heard back from them.

I don't usually mind honest mistakes or issues, everyone is human; but I measure a company by their ability and willingness to correct those issues and take care of a customer.

 

[spartacus]

This thread is mislabeled. It should he titled Good customer service.

 

[bayaz]

Has it really gotten that bad? Yeesh... The biggest issue I had back in the day with my Shrockworks bumper was lead time (which I was aware of when I ordered so it wasn't a big deal) and that they forgot my D-Rings when it arrived; but they were super responsive to emails and next-day aired the D-Rings for me and even threw in an ARB Snatch Strap for being patient and the trouble. CBI was also very good years ago when I got some of their sliders on a rush order before a trip to Tahoe.

But then again... I tried reaching out to Victory 4x4 and a couple other manufacturers to inquire about a 1.5" body lift option on their bumpers and I have never heard back from them.

I don't usually mind honest mistakes or issues, everyone is human; but I measure a company by their ability and willingness to correct those issues and take care of a customer.

Shrockworks doesn’t respond to emails. And people have received wrong/incomplete hardware sets. Imagine taking the day to put together a rear bumper only to find out you cant complete the job..and can’t drive the truck. Not picking on them. I had this exact thing happen with RCI. Not a big deal and problem fixed, but why not have someone do perform quality control? It’ll save them a lot of money and earn customer loyalty.

 

[jp.vegas]

Shrockworks doesn’t respond to emails. And people have received wrong/incomplete hardware sets. Imagine taking the day to put together a rear bumper only to find out you cant complete the job..and can’t drive the truck. Not picking on them. I had this exact thing happen with RCI. Not a big deal and problem fixed, but why not have someone do perform quality control? It’ll save them a lot of money and earn customer loyalty.

There's never time to do it right, but always time to do it over.

 

[BlackWorksInc]

Shrockworks doesn’t respond to emails. And people have received wrong/incomplete hardware sets. Imagine taking the day to put together a rear bumper only to find out you cant complete the job..and can’t drive the truck. Not picking on them. I had this exact thing happen with RCI. Not a big deal and problem fixed, but why not have someone do perform quality control? It’ll save them a lot of money and earn customer loyalty.

Oh I totally agree with you; like I said it's been almost a decade since I have done any direct business with the major fabrication companies so things may have changed a lot. If they were treating me like that back then I would have mentioned it in my build thread and been very unhappy with the service and product I paid for. I mentioned this in another thread, but when Overland Warehouse was still around I ended up buying my lift kit from them specifically because of their customer service and communication/responsiveness over ICON or other brands; they gave me that much confidence in their company before I even placed an order.

I value communication and customer service above all else; I agree that it sucks when your build/repair work is put on hold because shit got ordered wrong/mixed up. I can't tell you how many times I'll get re-boxed/mislabeled stuff from the warehouse that has delayed a customer's car (i.e. another dealership tried to be sneaky and put a part they damaged back in the box and return it, or the Left Headlamp Assembly was actually a Right Headlamp Assembly despite the label on the box). But when a company does **** up, if they're communicative, responsive, and they make me feel like they not only care but genuinely want to fix the issue and take care of me as a customer as best as possible; that goes a long way in my book for making up for a mistake.

Now if they constantly are making mistakes and constantly having to make it up to me; that becomes a strike against them despite good customer service. But then again, maybe it's just because I have been in their position before and have had a few years or so to mellow out on my impatience. lol

 

[I4CUTigers]

Seems to be a natural part of the US off-road fabricators and sellers - mislabeling parts, not labeling, shipping wrong items, shipping late, etc. Very unfortunate for the industry and the consumers. I almost disassembled my KDSS system trying to fit SSO sliders: after spending countless hours, I threw in the towel and emailed SSO asking for directions, only to find out that they shipped me the non-KDSS version. Had similar experience with most other shops (RCI, Morris4x4, NeoGarage, SDHQ, Cali Raised, Boss StrongBox, Mercedes Benz USA, and others). Most US bumper manufacturers can’t provide a tow rating, airbag certification, or even a chip-free powder coat.

The only respectable fabricators and retailers, in my experience, have been the Australians (with the exception of C4). When they make a bumper, it actually fits. And ExitOffroad (Aussie-run) has been the only online retailer that’s delivered what was expected and in a speedy manner (and responded to emails). I really hope someone improved the quality of service and attention to detail in the off-road community. It just boggles my mind how half-assing the very product/service being sold is a standard practice in this industry.

[MENTION=148378]Crikeymike[/MENTION] is awesome at ExitOffroad. I ordered two spacers usually designed for KDSS lean, and asked if I only meant to order one. Bought my lift from him as well. Very happy.

 

[MAST4R]

Yeah, if one is used to dealing with bigger businesses, the offroad shops where bigger money is not involved leave a ton to be desired.

The suspension ones, where bigger money plays, are much better IF you deal directly with them, which is not always possible.

It is quite understandable, actually, and perhaps even inevitable because small shops have much higher costs per unit and it is both easier for them to screw up and harder to get it right.

C4, RCI, Shrock all have their quirks and some can be significant.

It is part of the costs associated with the hobby

 

[bayaz]

Yeah, if one is used to dealing with bigger businesses, the offroad shops where bigger money is not involved leave a ton to be desired.

The suspension ones, where bigger money plays, are much better IF you deal directly with them, which is not always possible.

It is quite understandable, actually, and perhaps even inevitable because small shops have much higher costs per unit and it is both easier for them to screw up and harder to get it right.

C4, RCI, Shrock all have their quirks and some can be significant.

It is part of the costs associated with the hobby

While you’re right, it’s not a bash of US small business. Cutting costs is understandable. But how much cost are you really cutting by not looking inside the box you’re shipping to the customer? If the box has missing/wrong parts, then you’ll be fabricating and shipping those extra parts for free, delaying your production process and eating the associated costs. In the end this eats away the bottom line. SSO shipped me wrong sliders and provided no directions - both things could have been avoided pretty easily. However, due to no quality control, they had to eat the cost of a slider, move me ahead of the cue, causing extra delays to other customers, and eat the cost of freight shipping. I’m not even going to mention that left and right sliders are different length (one rubs on the body as a result) and they had to overnight me all the KDSS hardware that they forgot. I’m not against them or their product, but they could have reduced their costs significantly by just double checking before sending.

 

[Pavement Tested]

" Money aspect" meant who pays to ship it back.


ETA: Yotamafia being true to their word has shipped out the "right" kit today, we will see how this goes when I get the new one.

Every RMA I've ever dealt with across the board that was due to the company's error was shipped back on their dime and the replacement was shipped on their dime as well. Belltech just did this same thing on a lowering kit I ordered for my dually. They sent me a kit for a 1500 which would not have cut it obviously.

 

[ThunderMtn]

Could've been worse. Mistakes happen. A prompt response and commitment to fixing it is all you can ask for ...as long as it's zero cost to you.