Bad Experience with OR-Fab Products and Customer Service
- Thread starter Jerry Ward
- Start date
Mitch502
Explorer
I had a "run in" with rough country about a bumper bracket. I purchased a "new" used bumper, hardware was still in sealed bags. It was missing a mounting bracket. They refused to sell me a bracket by itself, or provide me with any info at all. Other than saying I wasn't the original purchaser. I wasn't looking for a handout, and was willing to pay. They offered to sell me one, but the only way they would do it is if it was with another part of the bumper, and said it would be like $250+. The entire bumper was almost that much.
Needless to say, I had a local guy make a copy of the first one. $40 and done. I was highly disappointed that such a big company wouldn't provide any aftermarket support to second hand buyers. Especially since I was asking to pay for it.
Needless to say, I had a local guy make a copy of the first one. $40 and done. I was highly disappointed that such a big company wouldn't provide any aftermarket support to second hand buyers. Especially since I was asking to pay for it.
Makes you think they just pretend to be a US manufacturer and source their parts from abroad, hence no spare parts available.
Mitch502
Explorer
Yea. I feel like they probably order "sets" of parts, and they may only have as many parts as they have complete sets. That's a terrible set-up, and with the number of people who buy stuff for jeeps and then sell the jeep or the parts, you would think they would have some spares on hand.
Mitch502
Explorer
Horribly thin doesn't begin to describe that. I'd call it thinner than spray paint.
To the OP, if you like the way they look, take them to a powder coat place and have them sandblasted and then coated. Will probably be cheaper than buying new.
pugslyyy
Expedition Vehicle Engineer Guy
This is good advice - depending on where you live you may have someone that does powdercoating inexpensively. (Look for a company that powdercoats construction materials like railings, electronics cabinets, etc). Really small items may take a little longer because you will want them to wait until they are shooting the same color rather than do a separate setup for you.
goodtimes
Expedition Poseur
If you don't fabricate in-house, this is the way it's done -- and to be honest, it's really the only way to keep costs reasonable. Laser cutting and forming is *really* expensive, particularly if you order small numbers.
Healeyjet
Explorer
Goodtimes, I would agree with you to a point. If it said somewhere when they advertised it something like "to keep costs low to our consumers we have elected to apply poor powdercoating that you will have to replace" then maybe I could accept it. They all (not just OR-Fab) advertise their products as top notch then don't deliver and because we as customers don't have the fab skills or tools ourselves we have to accept their standard. I would rather they ask me up front (as OR-Fab does, it's unfortunate what they delivered was poor) if I want it powder coated as an up-charge than assume they did a good job on an included service only to find out after that they hadn't. I have never purchased OR-Fab's products so I am not commenting on them in particular I am commenting on the industry as a whole. Like someone else mentioned I would probably purchase it raw and have it coated myself.
Ward
Ward
goodtimes
Expedition Poseur
Don't get me wrong - my post was directed towards the previous comments about the availability of individual pieces of something that is typically sold as a kit (or assembly, in this case).
The issues with quality & service that the OP has had are very different (and unfortunate).
I would encourage the OP to continue to try to contact someone (other than Benjamin) at Or-Fab, just to be sure that "Benjamin" isn't the real problem on the service side of the issue.
Yarjammer
Wellreadneck
I think protective coatings are a lose-lose situation for any company. A nice thick gorgeous powdercoat job chips easily and then looks like crap. I thin powdercoat or paint job passes visual inspection early on, but scratches easily and is sometimes porous enough to oxidize through it. A proper paint job is cost prohibitive in large quantities, especially on complex parts (anything with nooks and crannies). It is a hard sell to push bare metal products because most consumers don't have "a guy" for paint or powdercoat. There are a few companies out there that do sell bare metal parts, but they want more than ones that are already finished (Gen-Right and Poison Spider).
I have the OR-FAB tire carrier with standard gerry cans and am fairly happy with it. I haven't had "the pleasure" of dealing with their customer service so I can't comment there. If an issue is limited to paint, I usually grumble a bit and head into the garage to get a Scotch-brite pad and some rattle can. Bumpers get beat to hell anyways so it doesn't phase me too much when it is a spot here and there I need to touch up, even on a relatively new one. FWIW, Gobi is supposed to have an amazing coating process yet both Gobi racks I've owned have been easily scratched to bare metal and some rust spots in other places.
If I'm paying extra for powdercoat or paint, my expectations would vary based on the amount of the upcharge. In most cases, I would expect a middle of the road finish on par with something Maaco does on special.
I have the OR-FAB tire carrier with standard gerry cans and am fairly happy with it. I haven't had "the pleasure" of dealing with their customer service so I can't comment there. If an issue is limited to paint, I usually grumble a bit and head into the garage to get a Scotch-brite pad and some rattle can. Bumpers get beat to hell anyways so it doesn't phase me too much when it is a spot here and there I need to touch up, even on a relatively new one. FWIW, Gobi is supposed to have an amazing coating process yet both Gobi racks I've owned have been easily scratched to bare metal and some rust spots in other places.
If I'm paying extra for powdercoat or paint, my expectations would vary based on the amount of the upcharge. In most cases, I would expect a middle of the road finish on par with something Maaco does on special.
Jerry Ward
Adventurer
Today is day 20 since I first made contact with OR-FAB. I still have no resolution/solution. Last week I made a call to the company I bought the bumper from; Quadratec. They have been extremely helpful and one of their customer service supervisors has been calling Benjamin as well trying to make it right. Perhaps Quadratec should rethink carrying OR-FAB products if this is how they do business. It's not as if they are the only outfit making bumpers for Jeeps. I am disappointed at the subpar quality of the product, but I'm angry at the complete lack of concern by the company who made it. It seems a few others on here have had the same experience. What a slap in the face to the consumer!
As to speaking with someone other than Benjamin to assist me, apparently he is the highest up the chain of command us lowly customers are allowed to deal with. The "president" has not been to the office for 20 days at least, so that's not even an option. I don't plan on giving up, so I'll keep you all posted as things transpire. Take care...
As to speaking with someone other than Benjamin to assist me, apparently he is the highest up the chain of command us lowly customers are allowed to deal with. The "president" has not been to the office for 20 days at least, so that's not even an option. I don't plan on giving up, so I'll keep you all posted as things transpire. Take care...
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This is an interesting thread. I have been one click away from an OR-FAB bumper several times myself... I will likely go through with it someday, but with the noted warnings.
I was planning on some modifications. And didn't really want to deal with patching the finish after welding, but maybe I'll just plan in a full re-coat anyway.
I will second the note about Gobi as well. My rack has amazing quality powder coat... And I've scratched some off with normal use. Spend some time on metal finishing forums and realize that powder coat is simply paint that can theoretically, theoretically, achieve a more uniform coat without sags and runs. I do many small parts on my own, and it is amazing how many issues you can run into with adhesion, baking properly, and chemical compatibility.
If I was building bumpers, I don't think I would do anything to guarantee no corrosion issues either. I understand that may be different from having poor customer service, but the point remains...
Have you considered galvanizing? I've had that done locally and it turned out alright... Not perfect, but alright...
Good luck in your issue.
I was planning on some modifications. And didn't really want to deal with patching the finish after welding, but maybe I'll just plan in a full re-coat anyway.
I will second the note about Gobi as well. My rack has amazing quality powder coat... And I've scratched some off with normal use. Spend some time on metal finishing forums and realize that powder coat is simply paint that can theoretically, theoretically, achieve a more uniform coat without sags and runs. I do many small parts on my own, and it is amazing how many issues you can run into with adhesion, baking properly, and chemical compatibility.
If I was building bumpers, I don't think I would do anything to guarantee no corrosion issues either. I understand that may be different from having poor customer service, but the point remains...
Have you considered galvanizing? I've had that done locally and it turned out alright... Not perfect, but alright...
Good luck in your issue.
gmwelder86
Adventurer
Funny thing to me is. It's a hard part on a jeep that in the end will eventually get scratched, chip, or dinged by something and you would be in a similar situation. Found myself their with my rear bumper. Took it out of the box finish look eh good enough. Before it got installed a quick wipe down and tri goes of rust oleum bedliner and done. When and not if it needs a touch up it will match and be cheap. Anything steel will rust eventually it's part of the game. Unfortunate customer service you've had to deal with. But in all the time spent trying to get it fixed you could have just taken care of it...
Jerry Ward
Adventurer
I received an email from Benjamin yesterday afternoon. The elusive president agreed to my suggested partial refund of $200 for the poor finish work on the bumper. A check was mailed yesterday and I will post again when it arrives/clears to wrap this up.
As to the few of you who suggested I accept the issue and repaint or powder coat myself, I 100% disagree. I have no problems with shooting a little spray paint on the thing and calling it good. In fact, I had a little time out of the field yesterday and did just that. Looks good and should make it until winter. It's downright annoying and shows a total lack of QC from OR-FAB to let that shoddy craftsmanship leave the shop. It is what prompted my initial call to them in the first place and I did expect them to make it right. It was/is a poor finish and I'm not the only customer who has had to experience that. I'm not a powder-coater, professional painter, chemist, Jeep builder, mechanic guy. I don't have the time nor inclination to get into a bumper that much. Heck, I don't even have access to the tools if I wanted to; I live in a 900 sq' log cabin in Alaska when I'm not living in the Jeep or a tent at a fly-in/boat-in remote site studying salmon or catching fur. That's why I bought a pre-made, bolt-on product from an allegedly reputable company of "experts" here in the U.S.; and paid over $500 for it. I expect a $500+ bumper to keep it's finish on for longer than 5 months. I don't think that's too much to ask or my money.
What really got me going with this issue though was the total lack of concern and disrespect for me as a customer from OR-FAB and Benjamin as a rep of that company. Call me old-fashioned, but I still remember when folks answered with a "yes sir" or "no sir", were humble when dealing with customers(especially those with legitimate complaints), felt horrible that they let a subpar product slip through, and would bend over backwards to make it right. I also remember when "made in the USA" meant something and there was a higher level of service and quality to be expected as opposed to a ChiCom product. I am getting tired of all these cocky, arrogant, unprofessional, unintelligent employees acting as if you should be grateful they allowed you to shop at their business in the first place. That's not just indicative of the vehicle world; it's spread like a cancer all over the U.S. FWIW- I have still yet to receive a single apology, written or spoken, from anyone at OR-FAB. Totally unbelievable to me.
So, it's a matter of principle that I kept after it until it was made right. It's my hope that others will follow suit and do the same in an effort to hold companies that act this way accountable. It benefits us all as consumers to do so. If some would rather accept poor quality/service as normal and fix it themselves for an additional outlay of cash and time, go right ahead. That's your right and choice to do so, but that's not how I do business...
As to the few of you who suggested I accept the issue and repaint or powder coat myself, I 100% disagree. I have no problems with shooting a little spray paint on the thing and calling it good. In fact, I had a little time out of the field yesterday and did just that. Looks good and should make it until winter. It's downright annoying and shows a total lack of QC from OR-FAB to let that shoddy craftsmanship leave the shop. It is what prompted my initial call to them in the first place and I did expect them to make it right. It was/is a poor finish and I'm not the only customer who has had to experience that. I'm not a powder-coater, professional painter, chemist, Jeep builder, mechanic guy. I don't have the time nor inclination to get into a bumper that much. Heck, I don't even have access to the tools if I wanted to; I live in a 900 sq' log cabin in Alaska when I'm not living in the Jeep or a tent at a fly-in/boat-in remote site studying salmon or catching fur. That's why I bought a pre-made, bolt-on product from an allegedly reputable company of "experts" here in the U.S.; and paid over $500 for it. I expect a $500+ bumper to keep it's finish on for longer than 5 months. I don't think that's too much to ask or my money.
What really got me going with this issue though was the total lack of concern and disrespect for me as a customer from OR-FAB and Benjamin as a rep of that company. Call me old-fashioned, but I still remember when folks answered with a "yes sir" or "no sir", were humble when dealing with customers(especially those with legitimate complaints), felt horrible that they let a subpar product slip through, and would bend over backwards to make it right. I also remember when "made in the USA" meant something and there was a higher level of service and quality to be expected as opposed to a ChiCom product. I am getting tired of all these cocky, arrogant, unprofessional, unintelligent employees acting as if you should be grateful they allowed you to shop at their business in the first place. That's not just indicative of the vehicle world; it's spread like a cancer all over the U.S. FWIW- I have still yet to receive a single apology, written or spoken, from anyone at OR-FAB. Totally unbelievable to me.
So, it's a matter of principle that I kept after it until it was made right. It's my hope that others will follow suit and do the same in an effort to hold companies that act this way accountable. It benefits us all as consumers to do so. If some would rather accept poor quality/service as normal and fix it themselves for an additional outlay of cash and time, go right ahead. That's your right and choice to do so, but that's not how I do business...
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