Autohome US Customer Service Quality?

[crfster]

Good evening:

I'm just wondering what people's recent experiences with Autohome US customer service have been like. I have been trying to get a quote for nearly a month and despite some return communication the quote has not yet come through. Given how they do not seem eager to gain another customer, I've started to become a bit hesitant and am worried about whether they will support me after the purchase.

Any recent experiences?

Thanks!

 

[The Artisan]

This might help ya.. http://www.expeditionportal.com/for...pereince-with-Autohome-USA?highlight=autohome
Kevin

 

[chmura]

One month? I just purchased a Autohome medium extreme yesterday from them. Its coming next week. Communication has been great.

Give them a call. Don't email.

Good evening:

I'm just wondering what people's recent experiences with Autohome US customer service have been like. I have been trying to get a quote for nearly a month and despite some return communication the quote has not yet come through. Given how they do not seem eager to gain another customer, I've started to become a bit hesitant and am worried about whether they will support me after the purchase.

Any recent experiences?

Thanks!

 

[mep1811]

That will be the last you will hear from them . They sell and forget.

 

[chmura]

That will be the last you will hear from them . They sell and forget.

That's completely fine with me. If what I hear about the Maggie's robustness is true there will be no need for me to contact them.

 

[RobRed]

I've shot them a couple web contact forms and email with zero response. I need a couple of things for my Columbus.

Chmura there are wear and tear things - you will eventually need some support.

 

[chmura]

That will be the last you will hear from them . They sell and forget.

I actually been communicating with AH for over 2 years off and on. They sent me tent dimensions when I asked of the mounting system because I wanted to make sure it works with my K9 rack. Answered all my questions. I even called them about a youtube video of a guy returning his new AH tent. Why he did and things. I do remember when I first contacted them they never emailed me back. But I called them and emailed again and communication over email started.

If you don't get a email response simply call.

They even including extra rivets since someone complained about the rivets coming loose. My tent is arriving next week.

 

[The Raven]

Frenchie,
I bought the Autohome over the JB per your suggestion. I had a minor issue, had no intention on requesting any $$ etc, only wanted to ensure a repair and upgrade would not void any warranty. I contacted AH about this as well as my dealer. Both of us contacted AH and neither one of us heard anything. This is VERY BAD as not only did AH ignore me a customer who just dropped $4000 on a tent but also their ONLY east coast US distributor. I loved my distributor...but AH has all but lost a customer and I will shortly be covering up the Autohome logos on the back as I don't want to advertise them due to this experience.

Edit: Heard from them and all is good. Updated my own thread for details.

 

[RobRed]

Let's be honest about this topic - AH USA customer response is terrible, they know it. They don't care. It's well documented over the years. I'm a customer, I emailed, i web formed, I've called.

A prospect or customer should not have to chase the vendor down - that's not how it works. If you are not going to respond to email or web forms - don't have them. If you are not going to reply to voicemail - don't have that. Having various channels to contact your business implies and sets expectation that that's the way to do it. I should have to "know a guy" to reach you.

By the way where is the AH USA office now? Still in Carson City? Santa Cruz? Who knows?

By the way public shaming is becoming the customer service norm. Go to social media and boom your problem gets resolved.

 

[KlausVanWinkle]

Let's be honest about this topic - AH USA customer response is terrible, they know it. They don't care. It's well documented over the years. I'm a customer, I emailed, i web formed, I've called.

A prospect or customer should not have to chase the vendor down - that's not how it works. If you are not going to respond to email or web forms - don't have them. If you are not going to reply to voicemail - don't have that. Having various channels to contact your business implies and sets expectation that that's the way to do it. I should have to "know a guy" to reach you.

By the way where is the AH USA office now? Still in Carson City? Santa Cruz? Who knows?

By the way public shaming is becoming the customer service norm. Go to social media and boom your problem gets resolved.

I can't believe an Italian company has bad customer service.

 

[outdoornate65]

I recently had an issue with my AH Maggi and contacted Andrew by email about the problem. Mind you this is a 7-8 year-old tent that has seem some serious service prior to coming to live with me.

He responded promptly and offered suggestions regarding a possible fix for the problem.

Good enough for me.

Nate

 

[mep1811]

Complaint ID#: 11041812
Business Name: Auto Home USA

You recently requested help from BBB concerning a problem with Auto Home USA. To date, BBB has not received a response from the business.

Although a reminder has been sent to the business, we are inquiring with you to see if you have heard directly from the business. Please contact BBB (at the link below) with the status of this matter if the business has contacted you and the matter has been resolved. If you have not heard from the business, there is no need to reply.

Never heard back from them . I do know that Sierra Expeditions has an order that they can't contact AH as well.

 

[mep1811]

Andrew finally called me. I think the BBB complaint sparked some action as he was bummed about it.

After a year, I am finally getting what I ordered and he threw in free shipping. I told Andrew that he need to more responsive to calls. He claimed he was always on the phone. I also told him about the two threads on the portal about the lack of customer service.

Andrew just sent me an email with a nice apology and identified what went wrong. I think things should improve.

 

[brentbba]

Andrew has been spot on with answers to my more than numerous questions so far on the sales side. It's a big purchase and pretty much narrowing it down to a Maggie or a JB. Going to Escondido Saturday to look at the JB and just texted chmura on his generous offer to look at his Extreme.

Frenchie - if you are still watching this thread, sent you a PM on the Maggie changing room. You seem to be the lone wolf that uses one!

 

[The Raven]

Have you been in touch recently? If so have him reply back to Adam Raven about the handle I emailed him two weeks ago. I'm not kidding,