reloaderguy
Member
Perhaps you should ask why Jace decided to revive a dead thread and drag me back into it.
Expedition One Rear Bumper
- Thread starter chet6.7
- Start date
Perhaps you should ask why Jace decided to revive a dead thread and drag me back into it.
Expedition One
Member
1. The bumper wasn't made. I called multiple times and Roger told me it hadn't even been started.
2. I responded to every email Expedition One has ever sent me. I maintain my spam filter and I know I received it all.
3. I called and left Roger multiple messages. I know he received them because he emailed me instead of calling me back.
4. I emailed Roger multiple times and he never responded. I'd have to go back and check but I don't think I ever received a single email response to one of my responses.
5. Expedition One never attempted to call me, ever. I had to call and leave angry messages with the receptionist to even get the one email response from Roger.
6. After receiving the cancellation request suddenly the bumper was in production.
7. Expedition One's stated cancellation policy emailed to me at the time of order does not match their 'generous' offer of a 3% "restock" charge on a bumper that wasn't in production when I cancelled. I cut and pasted the Terms and Conditions into this thread for anyone to see, I also have hard copies.
8. I cancelled after Expedition One exceeded their stated delivery time and stopped responding to communication. I cancelled in writing and also over the phone.
Here is the CC response to my chargeback. It is entirely, and demonstrably, false.
This is exactly why I am requesting the email threads. I do not have them. All I can go on is what is here in front of me. Help me make improvements so this doesn't happen again.
Jace Randolph
Expedition One
Expedition One
Member
That is correct, it was not and is not on the site. The bumper on the site is NOT a Power Wagon bumper.
The Power Wagon bumper was in development and testing at the time of the order. During our research and development, we received feedback that Power Wagon customers wanted a bumper that allowed for them to continue to use their OEM winch mounts. The extended side wings were only in the planning phase and had not hit the development stage.
This is where I connected that this was a custom order and why I am concerned about the entire order including the charge-back.
From what I have from you here, there was a big miscommunication that has led to this thread, and the results of it. I really do want to help, but I cannot if I do not have the information.
The part you have quoted from my response above shed light on where this all possibly started.
Here is the timeline of what I have here at Expedition One right now, as we speak.
1) An order was made for a Power Wagon bumper, this bumper at the time and even now is not offered for sale on our site.
2) Late into the production of your bumper there was a cancellation request.
3) In accordance with our custom order policy we agreed to the charge-back but with a 3% restocking fee vs the 10% that is usually charged for custom orders. 2% restocking is for standard orders.
4) This thread is brought to our attention as alive on December 2nd we respond.
That is quite literally all I have here. From your responses to the thread I can agree that there is another side to this story. I am trying to get that side. The email threads you have would clearly show that side. You can even post them here if you desire. Whatever it takes to get to the bottom of this.
That being said.
The information we have gotten and that you have provided to us in this thread has been very helpful to get a better understanding of what may have happened. I know it doesn't help your situation at this moment but seeing the information about phone calls, emails, and responses, helps us in the future to provide the best customer service possible.
Jace Randolph
Expedition One
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We don't do manufacturing but we are in the business of custom design projects. We require 50% to start and 50% upon delivery of the finished files. That seems to be the standard in custom work expect for longer term projects where payment is broken up along the way. Paying 100% up front is way out of the ordinary for custom projects.
Expedition One
Member
Nice! We charge 30% here. It is an option to pay the full balance, but you dont have to until delivery. Even on our standard orders we sometimes offer a deposit option.
Jace Randolph
Expedition One
Good to know.
I'm wondering why everyone on this site that bought one of your bumpers states that they were charged in full upon ordering.
I just went to your site and put a bumper in my cart and it is showing a total of 100% of the price. Perhaps that should be in the description of each product and not buried in the bottom of the Terms and Conditions.
reloaderguy
Member
So you're saying I custom ordered a prototype bumper no one has ever seen off of your website? Isn't your desk right next to the other guy who's been active in this thread?
I'm not even sure what to say. This just keeps getting more ridiculous.
Kingsize24
Well-known member
Buckle up, you are now entering the Twilight Zone.
He is basically saying you are at fault for ordering such a bumper, although it is shown as an option on their drop down menu. One that they have never built to that point, by his own words. Then you will be their first run ever prototype. We will charge you full price for it, then never tell you that you were the first one when problems arise with keeping a proper timeline. Until a time in which you initiate a charge back, then get your money back, and then get called a lier in a public open forum. Finally when you show some source of truth, then it becomes a custom order, in which you are at fault for.... again. Sounds like a logical business model.
Jason
Expedition One
Member
The bumpers on our site aren't custom.
We do offer custom orders such as one offs, discontinued, or options we don't offer standard. Anything that we can't restock and resale easily we generally place in that category.
On standard orders we sometimes offer a deposit option on a case-by-case basis.
On custom orders typically it's a 30% non refundable deposit as stated clearly in our terms and conditions.
In this particular situation a phone call HAD to be made to put the Power Wagon option in the order. That is where we believe the miscommunication happened which resulted in a very unhappy customer.
Jace Randolph
Expedition One
Expedition One
Member
Expedition One
Member
Yes you technically ordered a bumper that we don't yet offer. If you were told differently that's where the confusion started.
No, my desk is brand new. I recently came from fabrication and installation to the position I am currently in. As a company making this position was necessary to provide better communication of timelines, production options, and technical questions to our customers. I have fabricated and installed almost every product we offer and some that we don't offer.
I am here to attempt to provide solutions and get answers to problems we have encountered. I am here to research and get feedback as to how we can become better. I am here to help.
Jace Randolph
Expedition One
reloaderguy
Member
Until I said I called first you had no idea. I didn't ask to have a custom bumper made, asked if the bumper on the site fit. I was told it did but to mention what the bumper was going on. The person I spoke with said they worked in marketing and were covering the phones, they had no involvement in ordering that I'm aware of. I've never asked for, or ordered, a custom bumper. Why you'd take a order for a product that isn't past prototyping from some random person is troubling.
Explorerinil
Observer
Getting on here and arguing with people doesn’t put you or your company in the best light. Stop defending lies, start being honest, put some more quality in your product and make sure it works, once you are done with that the rest will fall into place.
reloaderguy
Member
There was no miscommunication, you guys f@cked up, tried to blame me, and are now trying to partially lay it at my feet with some flimsy story about a product no one has seen.
Kingsize24
Well-known member
Dude... Before I bought my ARB, I looked at your front bumpers. It was an option. You selected the option for the 40's, then it asked you to "specify" PW or Cummins. I do not remember the specifics, but I know you had to specify in the comments section. It may be different now, but I've not cared to look or try right now.