LoD customer service...read before you buy

[SPDRMNKY]

This is not a rant or an effort to slander LoD (makers of Jeep bumpers)

From everything I've seen, they make quality products, however, you need to be aware of their "real" lead times, and their total lack of customer service.

What follows is a 3 email train I sent LoD after receipt of my bumper from them...please keep in mind that this email train is after 3 telephone calls that went unanswered, and 3 phone calls that went poorly (I was lied to)

WHAT I SENT (personal info removed for privacy)

> ----- Original Message -----
> From:
> To: <sales@lodoffroad.com>
> Sent: Monday, May 19, 2008 11:06 PM
> Subject: received front bumper
>
>
> > LoD,
> >
> > I'm happy to report that I received my competition front bumper
> today.
> > Unfortunately there was some damage during shipping. There are 4
> spots
> > where the powdercoating was worn through to bare metal, and a few
> other
> > spots where the powder coating was simply scratched. And this
> after you
> > assured me that my bumper was going to be well packaged so as to
> avoid
> > damage.
> >
> > Also, there are no light tabs on the sides of the bumper. I was
> assured
> > when I ordered the bumper that there would be two light tabs, one
> on each
> > side of the bumper, to mount lights on.
> >
> > Add these two things to the three times that I was told "you'll
> have your
> > bumper next week", (but it didn't show up) and I have to say that
> I am
> > now pretty pissed off.
> >
> > I planned my ordering of your bumper around the stated lead time
> on your
> > website (1 to 2 weeks). I even added a week to my planning for
> > complications. I then took leave (I'm in the military...time off
> from my
> > job that is) based on that three week schedule, to complete a
> build up on
> > my YJ that included your bumper. My leave is now over (3 weeks
> ago), and
> > just today I receive my bumper. Like I told you in a previous
> email, I
> > do not appreciate being lied to.
> >
> > The faulty information from your website, and from three phone
> > conversations with Chris ("you'll have your bumper next week"),
> have put
> > me in a bad spot. I am 2 weeks away from a 2 month cross country
> trip on
> > which I will be flat towing my YJ. Because of your latency I have
> no
> > other option but to use the bumper I received in it's damaged
> condition.
> >
> > I would like you to refund the quoted shipping cost of the bumper
> based
> > on consideration of the above information. That quoted cost is
> $148.70.
> >
> > Please advise me of your decision.


LOD RESPONSE

On Tue, 20 May 2008 19:51:21 -0400 "sales" <sales@lodoffroad.com> writes:
> You will have to file a claim for damage with UPS. That bumper was
> packaged
> very well and cost us over $148.70 to ship it to you.

MY RESPONSE

--------- Forwarded message ----------
From:
To: sales@lodoffroad.com
Date: Tue, 20 May 2008 21:24:32 -0400
Subject: Re: received front bumper

LoD,

It was you who contracted with UPS to ship that bumper, and so must be
you who files the claim for damage.

Regardless of how well the bumper was packaged, it was indeed damaged.
Please see attached pictures.

And I need to correct myself, when I took pictures of the damage, I
counted only three places where the powdercoating was worn through to
bare metal...not 4 places. My apologies for the initial mis-count.

I do not want to be reimbursed for the actual cost of shipping, only for
the quoted cost...the cost I paid...$148.70.

I'm sorry if this makes you upset, but your customer service has been
very poor throughout my entire LoD experience.

I have been very patient, and I believe that I'm being very reasonable
now.

Please advise if the below response is your final decision.

I HAVE NOT RECEIVED A REPLY AFTER A WEEK

just information for your consideration before you order accessories for your jeep

[tomsjeep]

sorry to tell you this, but the shipping claim with UPS is your responsibility. The originator of the shipment can assist you (presuming you're nice to them and don't torque them off), but it's your issue to resolve.
In a perfect world, delivery drivers wouldn't throw things out the back of the truck, but the world isn't perfect.
UPS recently threw fairly expensive (and heavy) audio receiver onto my porch, damaging it extensively. The vendor, Crutchfield, was helpful in providing an RMA and Claim form and was prompt in shipping a replacement (I got the replacement before I'd even gotten the damaged item in return shipment), but I have no doubt that had the claim proved faulty, I'd have been charged for two (in tracking my credit, I could see where the credit line was temporarily attached for the second receiver).
And as often as I find UPS annoying, their claim reporting service is excellent.

[TJMagoo]

I never heard of that company. Is it short for anything?

[BustaBizz]

I never heard of that company. Is it short for anything?

Legion of Doom!



No I actually run there rear tire carrier bumper and I have had it for 2 years and never had one problem.

[dj_jeepin]

No I actually run there rear tire carrier bumper and I have had it for 2 years and never had one problem.

That's good to hear. I'm going to be using their rear tire carrier bumper as well.

Getting back on topic, there shipping was very slow, and there was some damage to the powder coating when I recieved it. But I was having them sand blasted and painted so I didn't care.

[BustaBizz]

They took forever because I think it is like 2 guys building everything as it is ordered. I took me like 6 weeks to get mine, but they were upfront about how long it would take from the get go.

[FUBAR]

could be worse, you could be trying to get stuff from poison spyder customs. product that was supposed to ship in 1 to 2 weeks is now about 8 weeks and counting. the last phone call i had they said about 6 more weeks now. i told them to stick it in their azz.

[47driver]

I just got stuff from Rocky Road after waiting 7 weeks. I called every week after the three week deadline too! They just didn't know that they would be getting this many orders. My patience is long...as long as the company is up front about the delays. That's all we ask, I think, is a little honesty. Oh yeah, my shipment was sent with two items still on backorder.

[blackwater]

I love this product review section. I put companies that perform this way at the top of my 'don't use them' list AND I spread the word every chance I get. There is NO excuse for not handling the customer with courtesy and honesty. If you only got two guys building stuff and they can't keep up, then they are destroying their own future. Unfortunately, this is the way it is with many aftermarket suppliers.

I had much the same trouble with my Body Armor bumper, but it took so long to get it I wasn't about to complain about the powder coat being rubbed off. (The packaging was horrible.) My bumper crossed the U.S. twice (BA is in Cali.) and if Kelly hadn't gotten personally involved, I still might not have it. (Kel rocks.)

During all the chaos and confusion I posted at some point that you should give these companies at least three months to provide delivery, especially if you're planning a vacation/trip around work that needs to be done on your Jeep. Well, I'm changing that to six months. Monday afternoon I got parts that I ordered during the Christmas free shipping sale on 12/14.

I know my planning strategy has nothing whatsoever to do with what the supplier 'says' they will do, but it might make things easier on the old nervous system if you get into the habit of at least trying to conduct 'long range' planning. I have a few things I want to do in the fall and I'm already trying to get the parts list together. Hope you get your issue resolved satisfactorily, Spidermonkey. Come on back and join us.

[Piginajeep]

demanding things from companies is not a good way to get customer service..


BTW 4wd Hardware does not even sell LOD. So why are you posting it here?

[LoTGoD]

demanding things from companies is not a good way to get customer service..


BTW 4wd Hardware does not even sell LOD. So why are you posting it here?
We don't sell anything from A to Z Fab either, but if I bought anything from Zach I would post it here to tell everyone what a great guy he is...

Its nice to be able to spread the word on smaller companies (either good or bad) so users can see what is out there.

[SPDRMNKY]

That's all we ask, I think, is a little honesty.

That's all.

Cheers!:icon_biggrin:

[HOTJeep]

I personnally want to know who is good, honest, responsible --- and who is gonna give me the run-around. Thanks for the heads- up !!