Like stated before, we liked what we saw and wanted to go with their
company, but, and this is a big but when it
comes to things like these, their customer service sucks poo. We
should've figured this out when not a single one of their catalogs
reached us after 3 different people, from two different locations,
requested them 5 different times and once was by phone.
The lift took a while to send out but we
were ready for it when it got here.
Anyway, in short, only one thing was
missing from the hardware package. Not a big deal at all. If it had been
a bolt, I'd just go grab another one from Ace. But it was the sleeve
that goes into the bushings in the new track bar. Still, not a big deal
(but trust me on this- You need it). We've ordered things and had bigger
parts missing before. It happens.
So when I figured out it was missing (after
the whole project was finished), I called FT to request a new sleeve. (I
sent email too but there was no response from that)
Maybe it's too much, but I expected they'd
want to please their customers and send it ASAP. Instead, their guy kept
asking me if I'd looked all over for it and was trying to pin me for it.
After he reluctantly let it go, he said they'd get it out to me. That
was Tuesday. So I called Friday b/c I hadn't received it yet. I had to
go through the whole thing again and it turns out that they had no
record of my call or shipping it out. This guy assured me they'd ship it
now out to me. I explained at that point that the Jeep was a daily
driver and had been sitting in the driveway since Monday and he finally
said he'd blue label it to me (whatever that meant).
It turns out it
didn't mean much. In the meantime
as if to reiterate my point, Mike from Rockshop emailed me asking why
he was shipped a metal sleeve with my name on it! They sent it all
the way out to him even though they asked my address! Mike is such
an awesome guy he was like, "Awe man, why didn't you tell me of the
problem?" I told him it shouldn't even involve him if it's FT's
problem but he insisted on taking care of it. So instead of "blue
labeling" it to me, he shipped it Next Day Air. 2 days later after
I received the one Mike shipped (I think this was Wed or Thurs) the
sleeve that FT sent out (the second time) finally arrived. I'm
thinking about mounting it on a trophy with a "Customer Service Award"
inscription and blue labeling it back to FT.
I dunno. It seems by now more companies
would see how close knit Jeepers/Off-roaders are know how quickly word
travels (Ahem-Fabtech). And the whole thing of it is that it
doesn't matter if I had accidentally dropped the part down the toilet,
they should have swallowed their pride, coughed up the buck the part
cost, ship it out and made their customer happy and then there never
would've been a problem to report at all.