I ordered the 5th Gen PSD rack online and a couple of weeks later I received it. It wasn't packaged well and none of the edges (of which there are many) were deburred properly, which resulted in me slicing half a dime worth of skin off one of my knuckles.
Still excited, I quickly did a test fit and much to my dismay, the bracket to mount it wasn't even close to where it needed to be:
I emailed Darrel (the owner/fabricator) the pictures and asked if I was doing something wrong. He said he'd need to make me a new bracket and ship it out. I offered to take measurements for him to make sure the new one works and he said the pictures were enough. About 1.5 weeks later (yesterday), I received the new bracket, which was seemingly put together in haste and quite poorly:
Original properly made one on the right (bent sheet stock), replacement on the left (cut and welded)
Replacement bracket has weld/grinding marks
I emailed Darrel again and asked what was going on with the replacement bracket and asked if, once I test-fit it and confirmed it's the right size, he could ship me a proper bracket--I explained that I was worried about the weld-strength on a load-bearing member and that the powder coating might flake off in those areas.
He informed me that the bracket was bent the wrong way and instead of making it correctly, he cut it and welded it the other direction. He then said he'd ship me "yet another one" (welded bracket) as though I was in the wrong followed by a condescending, "If you are afraid of load bearing with a weld please do not go across any bridges. Do not drive your truck. I would not send out an inferior part to anyone."
I decided to ignore the rude comment and test-fit the bracket because I was still excited to get the rack installed. Turned out the replacement bracket he sent was also incorrect--why he didn't take me up on my offer to provide him measurements, I don't know:
At this point I was understandably annoyed. I emailed him the pictures and told him I was no longer interested in being a guinea pig for his product nor did I appreciate his condescending attitude. I asked him to verify the return address so that I could return the item to him. His response was even more appalling:
Followed by another condescending email:
I will note that his install instructions are terrible--no pictures and terribly worded instructions--but that's besides the point.
I explained that I provided photographic evidence (two times now) that his product didn't work as advertised and that I want to return it for a full refund. He replied:
There's no restocking fee listed anywhere on his site nor should I have to pay a restocking fee for something that does not work as advertised after patiently working with him to get it to install properly. A member on the forum that I sold my NTGs to has this rack and said he wasn't a big fan of it (poor mounting setup/vibration issues). I wish I would have listened to him and not bought this.
I spent $23 to ship the rack back to him and filed a chargeback with my credit card company--never doing business with Orange Boxx Fabrication again. The product is a good idea, but poorly designed/manufactured and the customer service is terrible. Does anyone know of a similar product out there?
Still excited, I quickly did a test fit and much to my dismay, the bracket to mount it wasn't even close to where it needed to be:
I emailed Darrel (the owner/fabricator) the pictures and asked if I was doing something wrong. He said he'd need to make me a new bracket and ship it out. I offered to take measurements for him to make sure the new one works and he said the pictures were enough. About 1.5 weeks later (yesterday), I received the new bracket, which was seemingly put together in haste and quite poorly:
Original properly made one on the right (bent sheet stock), replacement on the left (cut and welded)
Replacement bracket has weld/grinding marks
I emailed Darrel again and asked what was going on with the replacement bracket and asked if, once I test-fit it and confirmed it's the right size, he could ship me a proper bracket--I explained that I was worried about the weld-strength on a load-bearing member and that the powder coating might flake off in those areas.
He informed me that the bracket was bent the wrong way and instead of making it correctly, he cut it and welded it the other direction. He then said he'd ship me "yet another one" (welded bracket) as though I was in the wrong followed by a condescending, "If you are afraid of load bearing with a weld please do not go across any bridges. Do not drive your truck. I would not send out an inferior part to anyone."
I decided to ignore the rude comment and test-fit the bracket because I was still excited to get the rack installed. Turned out the replacement bracket he sent was also incorrect--why he didn't take me up on my offer to provide him measurements, I don't know:
At this point I was understandably annoyed. I emailed him the pictures and told him I was no longer interested in being a guinea pig for his product nor did I appreciate his condescending attitude. I asked him to verify the return address so that I could return the item to him. His response was even more appalling:
Followed by another condescending email:
I will note that his install instructions are terrible--no pictures and terribly worded instructions--but that's besides the point.
I explained that I provided photographic evidence (two times now) that his product didn't work as advertised and that I want to return it for a full refund. He replied:
There's no restocking fee listed anywhere on his site nor should I have to pay a restocking fee for something that does not work as advertised after patiently working with him to get it to install properly. A member on the forum that I sold my NTGs to has this rack and said he wasn't a big fan of it (poor mounting setup/vibration issues). I wish I would have listened to him and not bought this.
I spent $23 to ship the rack back to him and filed a chargeback with my credit card company--never doing business with Orange Boxx Fabrication again. The product is a good idea, but poorly designed/manufactured and the customer service is terrible. Does anyone know of a similar product out there?
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tell him to come on T4R.org a sec !
