Disappointed in Bestop - Supertop for Truck 2

[red/green hawk]

There was some consolidation in the off road market a few years ago with several companies being bought out by a VC firm. Was Bestop part of that and maybe that’s the reason for the demise of QC?

I have a @Softopper (love it BTW), and I had to order some replacement parts after normal wear and tear and the confirmation email came from @Bestop.

When I bought the @Softopper they were based out of CO. When I ordered the parts they came from CA.

Not sure but I think @Bestop bought out @Softopper . And I will say when I ordered the parts I needed after the initial confirmation email there was zero communication for 3 weeks. When I called to confirm my order I was told my order being held up because parts were on backorder. When I told the store on the website didn't say anything they told me there must have been a mix up (fair enought) and that I would get a confirmation email when the parts shipped. I received the parts over a month later with no confirmation email of any type.

The moral of my story is @Bestop has horrible constumer service that will eventually probably be part of their demise.

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[Lockon]

I have a @Softopper (love it BTW), and I had to order some replacement parts after normal wear and tear and the confirmation email came from @Bestop.

When I bought the @Softopper they were based out of CO. When I ordered the parts they came from CA.

Not sure but I think @Bestop bought out @Softopper . And I will say when I ordered the parts I needed after the initial confirmation email there was zero communication for 3 weeks. When I called to confirm my order I was told my order being held up because parts were on backorder. When I told the store on the website didn't say anything they told me there must have been a mix up (fair enought) and that I would get a confirmation email when the parts shipped. I received the parts over a month later with no confirmation email of any type.

The moral of my story is @Bestop has horrible constumer service that will eventually probably be part of their demise.

I assume Jeep is Bestop’s biggest customer… e.g. the factory soft tops. They probably take priority of their resources, which is sad. If Bestop just had a couple of people dedicated to customer relations, imagine the loyalty we could have. But, instead, I look at all other aftermarket options first… then Bestop if nothing else works.

 

[D_JT]

I'd like to give my 2 cents on @Bestop and their customer service. Maybe I've been incredibly lucky. But I've never had a bad experience. Their customer service has always been very helpful and quick to respond.

 

[WILDHOBO]

I assume Jeep is Bestop’s biggest customer… e.g. the factory soft tops. They probably take priority of their resources, which is sad. If Bestop just had a couple of people dedicated to customer relations, imagine the loyalty we could have. But, instead, I look at all other aftermarket options first… then Bestop if nothing else works.

They’re too big to fail, easily, now as Jeep gives them guaranteed business on so many jeeps right from the factory. But because of that their direct aftermarket business has gone straight to hell. And they don’t need to care one bit. What started their company has become an afterthought, at least it seems.

 

[ShadowsPapa]

Not cool. Come on @Bestop. Can’t we get these peoples’ issues at least addressed?

I am careful in suggesting this is even remotely related, but - there's a lot going into the solution for mine - it's gotten some attention and apparently my truck was a "worst case scenario", the worst seen. I can't speak for them, but it just sort of sounds like perhaps some parts are being developed. Sadly, we have to WAIT while JEEP drags their feet and plays around trying different things instead of getting down to engineering.
If Jeep wasn't involved in my case, I have a feeling there'd be some different results at this point, but you know Jeep's customer support - it's among the worst out there.

 

[ShadowsPapa]

They’re too big to fail, easily, now as Jeep gives them guaranteed business on so many jeeps right from the factory. But because of that their direct aftermarket business has gone straight to hell. And they don’t need to care one bit. What started their company has become an afterthought, at least it seems.

I may have put a monkey wrench into the works in a way............... Jeep needs to get off their collective asses and work with Bestop.
I bet if I drove my JT to MI, we'd be looking at resolution by now, but Jeep has to play "hey dealer, order yet another one and try it!"
Will find out tomorrow how much time has been wasted by Jeep on this when mine goes back in. If the original part number doesn't resolve it - I'll have a nice "I told you so" for Jeep.
If it DOES, then it will be - ok, what the heck did BT change!

 

[WILDHOBO]

I am careful in suggesting this is even remotely related, but - there's a lot going into the solution for mine - it's gotten some attention and apparently my truck was a "worst case scenario", the worst seen. I can't speak for them, but it just sort of sounds like perhaps some parts are being developed. Sadly, we have to WAIT while JEEP drags their feet and plays around trying different things instead of getting down to engineering.
If Jeep wasn't involved in my case, I have a feeling there'd be some different results at this point, but you know Jeep's customer support - it's among the worst out there.

Yeah. I’m hoping this attention will help the others as well. @Bestop ? Any response? I’ve been buying your stuff for over 15 years, and that’s a short period of time considering your company’s historically great reputation. This can be turned around. Your customers deserve at the very least prompt communication. No one likes dead air. Solutions are tough and time consuming sometimes. I know that as well as any. But not letting them know what’s on the works is really frustrating.

 

[ShadowsPapa]

Remember, Jeep spent years trying to come out with a trailer brake controller, then when they finally did, the instructions were so screwed up even technicians and parts people were confused and scratching their heads and then - years after people figured out a solution for a cool but nasty dash light display Jeep finally figured it out and programmed the ABS to "ignore the brake controller". WTH????

 

[ShadowsPapa]

Yeah. I’m hoping this attention will help the others as well. @Bestop ? Any response? I’ve been buying your stuff for over 15 years, and that’s a short period of time considering your company’s historically great reputation. This can be turned around. Your customers deserve at the very least prompt communication. No one likes dead air. Solutions are tough and time consuming sometimes. I know that as well as any. But not letting them know what’s on the works is really frustrating.

Dealer called last week saying "part is in". I called and said "what part". Service advisor said that STAR told them to find a sunrider with the ORIGINAL part number!
So the dealer called all over the country - literally - and found ONE with the original part number and ordered it. STAR says "try that". Try what? It's still a sunrider!
Bestop says wait for them to try, then they'll step in again, maybe at the least there will be some added information.
Jeep is saying just try tossing different sunriders at it until one fits, I guess, or maybe there's some method to their madness and they are looking for "clues", or different fits?
At least I tried this thing right away, didn't let any warranty clock run out, so now Jeep is STUCK!

 

[Sweetums]

I got an automated email asking for the usual stuff for a warranty claim, photos, proof of purchase, etc. I sent them all that along with screen shots of their own videos and website - this is what I just got back.

 

[MPMB]

I was curious, so I went to the Internet, and found Bestop is owned by Kinderhook, which owned/owns all sorts of automotive companies we're familiar with. In '21 they sold off Race Winning Brands, which included JE Pistons, Wiseco, Diamond Pistons, MGP, Dart, Manley, and more.

Kinderhook also owns Coleman Powersports (the cheap bikes/atvs at places like TSP/Coastal/etc).

Under the Bestop umbrella, they've bought sPOD, MGP Caliper Covers, Softopper, myTop, Aluminess, Bull (not XBull), PRP Seats, and Baja Designs.

I'm wondering if the push for profits is coming at the sacrifice of service and quality.

 

[Lockon]

I was curious, so I went to the Internet, and found Bestop is owned by Kinderhook, which owned/owns all sorts of automotive companies we're familiar with. In '21 they sold off Race Winning Brands, which included JE Pistons, Wiseco, Diamond Pistons, MGP, Dart, Manley, and more.

Kinderhook also owns Coleman Powersports (the cheap bikes/atvs at places like TSP/Coastal/etc).

Under the Bestop umbrella, they've bought sPOD, MGP Caliper Covers, Softopper, myTop, Aluminess, Bull (not XBull), PRP Seats, and Baja Designs.

I'm wondering if the push for profits is coming at the sacrifice of service and quality.

Thank you for looking this up. It explains everything. Bestop isn’t autonomous, and probably can’t do anything to help customers out. Their owners require profit over all else.

 

[ShadowsPapa]

I was curious, so I went to the Internet, and found Bestop is owned by Kinderhook, which owned/owns all sorts of automotive companies we're familiar with. In '21 they sold off Race Winning Brands, which included JE Pistons, Wiseco, Diamond Pistons, MGP, Dart, Manley, and more.

Kinderhook also owns Coleman Powersports (the cheap bikes/atvs at places like TSP/Coastal/etc).

Under the Bestop umbrella, they've bought sPOD, MGP Caliper Covers, Softopper, myTop, Aluminess, Bull (not XBull), PRP Seats, and Baja Designs.

I'm wondering if the push for profits is coming at the sacrifice of service and quality.

A holding company? (likely)
Stock and shareholder profits count above all else. Been in 2 companies that "went public" or were sold to other holding companies, it's never pretty on the inside.
It also means staffing cuts - keeping only bare minimal staff on hand.
Roper sold Compressor Controls to Honeywell - the first thing Honeywell did was cut the field engineers and yet that was the profit center of the whole company! Those guys brought in the big bucks for that company.
Principal went public - and weeks later, laid off over 70 IT staffers - some of them there decades. Then proceeded to hire back some of the same positions at lower pay grades.

 

[MPMB]

A holding company? (likely)
Stock and shareholder profits count above all else. Been in 2 companies that "went public" or were sold to other holding companies, it's never pretty on the inside.
It also means staffing cuts - keeping only bare minimal staff on hand.
Roper sold Compressor Controls to Honeywell - the first thing Honeywell did was cut the field engineers and yet that was the profit center of the whole company! Those guys brought in the big bucks for that company.
Principal went public - and weeks later, laid off over 70 IT staffers - some of them there decades. Then proceeded to hire back some of the same positions at lower pay grades.

Yeah, the private equity company holds a lot of different companies. I'm a little impressed that they gobbled up a lot of the performance parts companies and packaged them as a whole group.

I suspect they'll probably do the same with the offroad/bro-truck parts companies they're collecting now.

The company I worked for was "transitioned" to a PE company after the founder died - he didn't really prepare for it so it's been awkward for the past 18 months. 70+ y.o. decades-long smoker... let's not plan for a transition when you die that leaves ~75 people in the lurch and leaves a gaping hole in a niche industry.

Hilariously, the company threw a "big bash" for our corporate gathering and biz partners in February. $100k, easy. Two months later announced no raises during the review cycle. The command from up on high was "increase sales." And no strategy, no direction. It was akin to the old Seinfeld episode:

 

[Sweetums]

Believe it or not, this is still not over.

I finally got enough of a break to the weather on a day I could pull my entire top off and replace the rails. First the good news: Bestop appears to have ended the "bring your kid to work day" that resulted in the previous butchery, so we have that going for us.
Unfortunately, the parts they sent don't fit with the topper.

At the top are the current rails, at the bottom are the replacements. The end cap design is completely different and doesn't fit the crossbars at the cab and tailgate.

At the top is the old side rail with the plastic end cap attached.
Next is the old side rail with the plastic end cap removed.
The bottom two are the replacement side rails with a different design.

So swap out the end caps and move on, right?

Well, that acorn nut is on a fixed stud that is perfectly aligned with the thumb screw the plastic end caps use. Now I could break out the grinder and cut these off, but that kind of defeats the "I paid for a product and would like it to be of promised quality" thing we have going on here.

I've emailed Bestop about this asking for either side rails that are the correct ones, or the updated cross bars to fit this new design - but this is absolutely nuts. Unfortunately, the new owners of Bestop are doing exactly what we've come to expect from private equity.

EDIT: The email bounced as undeliverable, I'm now at the website to open a new support ticket. Apparently each ticket generates a unique email that gets trashed when they decide to close a case. I guess make sure you're sending regular follow up emails to keep your case active if you have to deal with Bestop customer support

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