Amazing customer service. Read to end it turns out well.

[milpigjk]

First off I am in no way associated with the company. I have no side jobs or sponsorship from them. I do not have time for that being active duty Army.

I was just so shocked I figured I would post my...... Wait for it, the amazing part is coming..... good experience with customer service.

So here is my story.........

This afternoon I finally get pissed off, I bought the Best Top Trek Top for my JK a little over a month ago.

At the time of purchase I knew that the top was pending a second run with improvements to the seams, and rear window.

I saw the pics on quadratec.com that were the second run. I also saw the pics on Besttop.com that were the new design. I made the assumption, follow me here this is a big leap, that the new top must have been released. I ordered it that day.

Two weeks later the happiest day I have had in a very long time happened. I got my new jeep stuff from Quadratec. Now this is always exciting, better than christmas for me. I rushed home to put my new top on the Jeep.

When I took the top out of the box I noticed the problem. VELCRO. Well there came a few moments of beer drinking and thought after seeing this. I had the may event coming up in a few days though so I put it on. All the reviews of the first run had been good so I figured the second run was just and improvement of a good product.

I was great weather for a few weeks, as good as Germany gets anyhow. I saw no problems with the top.

Recently it has started raining though. My tools are now rusting. You see I keep my tools where the back seat used to be. This also happens to be where there is a puddle of water every time it rains. The rear window, the Velcro part, allows water into the back at speed also. (Think reverse wicking up through Velcro due to wind.)

Finally today when pulling my grocerys out of the back I saw the puddle again. I spun into a realm of pissed of completely unknown to anyone on this earth. (other than maybe Ms. Clintons secret service detail)

I went inside and called Bestop. The very helpful lady at Bestop seemed to know what was coming and advised me to call Quadratec. At this point I had no idea why and thought I was being brushed off. She also went on to tell me if I had not installed it that I should not. She told me that I would have nothing but leaking problems. She told me that the original design was fine in testing but in the long term it was found flawed. (well no ****) She went on to tell me that Bestop had recalled all unsold units from retailers.(nice to know)

By some miracle I managed to keep from loosing my temper and called Quadratec. I told the gentleman that I reached at Quadratec what my problems were in a..... well lets just say aggravated tone. I explained the pics on the two web sites. I explained that I had known that the new run was coming (this was not publicly announced) and assumed that I was getting it. I also explained what I had been told by Bestop.

At this point I was ready for it.... You know..... The runaround that EVERY customer service dept. gives you.

It did not happen. He told me to ship it back and I would get one of the first new ones that they get their hands on. (scheduled first shipment of 01JULY) Now at this point I was shocked, that combined with the earlier anger almost made me do something stupid. I started trying to convince him that I could not send the top back as it was used, dirty and scratched from wheeling. Thankfully he stopped me and told me it does not matter just send it back. I was almost silent for the rest of the call as he gave me instructions.

I HAVE NEVER had a customer service department try not to screw me when calling them. I think this is outstanding and just wanted you to know.

I also figured that it may be mildly entertaining to read about.

 

[Trail Monkey]

I have experienced outstanding customer service with Quadratec also. And their web site software and order follow thru is superb..

 

[ox4mag]

Great story and the end result is VERY consistent with Quadratec. The only companies I ever deal with anymore are Quadratec and Romalicious.com. The customer service is outstanding, the pricing is competitive, and the reps at both companies know what they're talking about.

Again, great story and glad it will work out for you in the end.

 

[luk4mud]

Despite the bashing they take on other boards, I happen to like Q-tec as well, at least for Jeep- specific stuff and what they sell. I usually search around for the best price on what I want and then call them for a price match.

 

[Root Moose]

I've had good experiences with Qtec. I'll use them again in the future.

When I've seen them bashed on the forums it normally has boiled down to a retard with an over-developed sense of entitlement not getting his way and throwing a fit. Not always but most of the time.

 

[luk4mud]

Maybe we should say a word in support of vendors for a change. Most all of them are very honest, just trying to earn a living like the rest of us, want to provide a good product at a fair price, etc.

When the "I'm gonna get my way no matter what" customer calls, many a vendor bends over backwards to take care of them, mostly to keep them from bashing the vendor publicly. If the vendor in any way tries to stand up for what he/ she knows is right, the jerk customer bashes them on every board they can think of.

I guess we all need to keep this in mind when reading "bad" vendor reviews. The "I should get something for nothing cusotmer" is often the loudest critic. My thanks to the OP's post of a good experience.

That's not to say there are not many occasions when a truly bad vendor experience should be circulated on the boards. However, every vendor makes mistakes as we do, it's how you go about rectifying them that separates a great company from a merely good one. The ones who acknowledge and fix their mistakes keep my business; the ones who dodge or deny mistakes should be called out and usually are.

 

[Root Moose]

... However, every vendor makes mistakes as we do, it's how you go about rectifying them that separates a great company from a merely good one. The ones who acknowledge and fix their mistakes keep my business; the ones who dodge or deny mistakes should be called out and usually are.

Well said.