Autohome Customer Service Concerns...

[nature]

I recently acquired a used Autohome Maggiolina Airtop RTT and I tried contacting Autohome a few different ways in order to replace the roof rack screws and plates that slide on the tent. This is what i've tried so far

1- Emailing Autohome USA about a month ago - no reply
2- Emailing Autohome Italy about a month ago also - no reply
3- Emailing Autohome Canada about 3 weeks ago and got a reply but was told that they only order from the italian manufacture next year in summer :Wow1:
4- Sent a private message to Mike on this forum about 2 weeks ago and got no reply as well

Here i am stuck with a $3000 product that i can't used, BRAVO !! any other way to get this sorted ? I was also looking at buying a WInter hood but seeing how bad the CS has been, I'm not sure that's a good idea

 

[jeffryscott]

Have you tried the phone? Not trying to be a smart a**, but it just seems like we overlook the phone nowadays ...

 

[nature]

Thats usually my last option, I like keeping a record by email and calling usually result with misunderstood with my English accent. No matter what, a company should be on top of replying to email if they care about their image/reputation, this is INADMISSIBLE so far (especially for a product that cost SO MUCH)

I will try calling Mike @ autohome USA next week most likely

 

[MarcFJ60]

I don't know Mike, other than seeing some of his posts here, but it appears he hasn't been on since early August. He may be traveling or otherwise have limited net access. Certainly wouldn't hurt to cll.

It drives me crazy when companies list e-mail addresses and never respond to them. However, sometimes I think the disconnect is on the webmaster/contractor rather than the business itself. But it is obviously still the business' responsibility.

I guess, in short, I tend to give small/home/boutique/niche businesses a little more slack since they have far more limited resources. I certainly understand your frustration.

 

[18seeds]

There was a post on this forum early this year with a member that was getting the run around from them on replacement parts. They never really addressed the why the customer was getting the run around. Good Luck

 

[ssssnake529]

Call them. I had good luck when I called, needing mounting screws and plates. (My tent only came with two sets, and the instructions state that 3 is the minimum required to secure it.) I spoke with the person who answered the phone, and I had the hardware a week later.

 

[nature]

Call them. I had good luck when I called, needing mounting screws and plates. (My tent only came with two sets, and the instructions state that 3 is the minimum required to secure it.) I spoke with the person who answered the phone, and I had the hardware a week later.

will do, who did you call though, there are so many websites out there its so confusing

 

[Hannibal USA]

Mike is out of town I think to the end of the month, when you call just stay on the line don't push the button to talk to Mike. He has a new guy working for him and he will take care of you, in a responsible time.

 

[Martyn]

E mail isn't as reliable a source of contact as many people think. A fair number of e mails get lost in the ether, get filtered out, go into SPAM folders, or get simply overlooked. I'm sure many others are in the same boat as I am, averaging about 250 e mails a day, some of them are from my Viagra suppliers :ylsmoke:, some junk, and a large chunk from customers.

That said the phone isn't 100% either. It's wonderful that calls can be transferred to cell phones, land lines, or voice mail, but it's amazing how many times I get notification that I have a message only to find out it was left a week before.

Overall I think technology is allowing us to be better communicators, but it has lulled us into feeling that once we hit "Send" the person on the other end got the message.

 

[ssssnake529]

will do, who did you call though, there are so many websites out there its so confusing

Autohome USA. The person who answered the phone seemed to be an RV dealer.

 

[Hannibal USA]

Autohome USA. The person who answered the phone seemed to be an RV dealer.

1-888-852-2359 option #1 talk to Greg he will take care of you on the phone with him right now.

 

[Lemsteraak]

You can always call Gary at Mudraks, http://tufdp.dajza.servertrust.com/ he has a huge collection of spare parts for AutoHome tents and I think he probably knows more about them than anyone.

It is hunting season, Mike lives for his dogs and hunting. This is the slow time for selling tents and he heads up to the PNW to play with his hounds.

 

[rbod]

Yep, I've had similar experience, I need an awning pole replaced on my Overland. Emailed with Mike in July and he said he could help then stopped replying . Called a few times and reached Greg, who said Mike was traveling and off email. He said he'd check, and called me back a few days later to say they'd found one in the warehouse and would mail it out no charge and asked for shipping info and an email to send a tracking number.

A few weeks go by without an email or package, so called again last week and talked to Mike who said no they didn't have any unless Greg knew where one was, maybe in a month, but I should call back when Greg was in. Called again today and it went to voice mail, so left a message for Greg.

They seem pretty nice, but I think it's a small operation. I'm thinking it might be good to order any repair parts ahead of time to have spares. I think I'll take a look at anything that looks like a potential weak point and order some back-ups over the winter.

 

[OverlandZJ]

Yep, I've had similar experience, I need an awning pole replaced on my Overland. Emailed with Mike in July and he said he could help then stopped replying . Called a few times and reached Greg, who said Mike was traveling and off email. He said he'd check, and called me back a few days later to say they'd found one in the warehouse and would mail it out no charge and asked for shipping info and an email to send a tracking number.

A few weeks go by without an email or package, so called again last week and talked to Mike who said no they didn't have any unless Greg knew where one was, maybe in a month, but I should call back when Greg was in. Called again today and it went to voice mail, so left a message for Greg.

They seem pretty nice, but I think it's a small operation. I'm thinking it might be good to order any repair parts ahead of time to have spares. I think I'll take a look at anything that looks like a potential weak point and order some back-ups over the winter.

I tried for nine months to get a replacement awning support pole without luck... hope you have better success than i did.

To be fair, Mike@AH and Martyn@AT did get a replacement "hinge" for my Overland in a pinch. Guess i'm 1 for 2...

 

[Mike S]

Nature

I was traveling - Caribbean, Montana, Idaho - from the beginning of July to the end of September. Greg would have answered your e-mail or phone call during that period - he is quite reliable.

Overland... I do not have that Maggioina awning support pole in spare. It has been ordered. Check your voice mail from this AM,

As for the website addy, it is shown in my signature below.

Thanks for your patience.

Mike