Bestop and Jeep have totally dropped my case. BEWARE

[ShadowsPapa]

What a nightmare of a customer .

So you accept crappy fits and don't want any actual resolution that may help others.

Funny thing, my sales guy is actually impressed that I want resolution above all else.

I could sue, maybe get a grand or two, but to what end?

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[Sweetums]

What a nightmare of a customer .

Yeah, what kind of person would expect a working product after buying it?

 

[ShadowsPapa]

My wife and I owned a retail store years ago. A quilt store - fabric, notions, quilt kits, patterns, books and more. She strove for customer service.
One evening when we were open late (Thursday evenings to bring in the farmer's market people) a customer came in just whooping up a storm. Demanded that we screwed up with her kit there wasn't enough fabric for certain parts and so on, My wife bucked the trend and told employees err on the side of the customer and if a person wants to buy 1 yard of fabric, give them at least 37" and no less.

Employees were first on the scene to the ruckus, my wife intervened and asked what the problem was.
The woman now in the middle of a crowd demanded that there wasn't enough fabric, pieces were too small. No way, every kit is tested and a store sample made for display.
My wife found out after questioning the woman - she was laying things out wrong and not cutting according to directions but turning the piece the wrong way to cut it.
My wife said - I'll tell you what, I'll make sure we check all kits, check with my employees who cut the fabrics and made the kits, but for your trouble, here's a whole new quilt kit.
Not just those pieces, but the whole kit, over $100 worth of fabric.
The woman was speechless, totally disarmed - expecting a fight or argument, but instead got more than enough to make that quilt - even one a bit larger.
After she left, other customers came up to my wife and said "that was amazing how you handled that - I'm shopping here more often!", Others made comments like well done, and so on.
Another said - I usually start at the store up the street and come here only if they don't have what I want. I'm starting here from now on.

 

[WILDHOBO]

Well, Bestop has totally bowed out even though they were SO CLOSE to having something custom fit. So very close. Their last attempt was actually a step BACKWARDS, I think they looked at things wrong and moved the front of the thing way up too high to be able to latch the font clamps.

Had they gone the other way, it likely would have worked.

I'd warn any Jeep owner - do not think of buying one of these sunriders unless you have a guarantee it can be sent back if it doesn't fit correctly.
Part of the issue is that we have people like Jon in MN who accepts crap fit and calls it good. That's why the rest of us struggle with crappy fits - too many fall in love with a product that just plain won't fit all Jeeps and they accept bullshit fit - customers like that are part of the problem. We get products that don't work or don't fit correctly because the customer is ok with hacking things instead if holding someone accountable, so the rest of the buyers out there are stuck

Here's the complete Bestop message - not that I disagree, but still, they and Jeep haven't even talked. So how is it possible that they can make a product, and never sit in a room with Jeep to ensure things go right.



Vehicle(s)2010 JKU
Today at 10:40 AM
Hello Bill,
We understand your continued frustration and want to assure you that your case has been handled with the highest level of attention across multiple departments within Bestop. This situation has involved collaboration and direct oversight from leadership in our Engineering, Quality, Customer Service, and Corporate teams. All working collectively to identify and resolve the issue with your Sunrider for Hardtop. From the beginning, our goal has been to ensure you have a properly functioning top, and we’ve taken numerous steps to achieve that. The first action was to provide a set of updated latch clamps, designed to raise the clamping position by approximately 4mm. This adjustment was intended to alleviate the interference you were experiencing with the door seal. After installation, you were kind enough to share feedback confirming that the change did not result in significant improvement.
In response, our Engineering team continued to work with you directly. They provided detailed technical guidance and 3D drawings illustrating further fitment adjustments that could be made to your installation. With these adjustments, there was some progress; the seal began to sit more evenly along the door rail, though the improvement did not fully resolve your concern. To continue supporting you, we sent a newly modified Sunrider assembly engineered specifically to address your vehicle’s reported condition. At the same time, we brought one of your original Sunrider assemblies back to our facility for comprehensive evaluation. The unit was tested on our nominal buck — a full-scale, precision model representing the OEM vehicle’s design intent and it fit properly without the issues reported in your case. Additionally, our Quality team identified two other vehicles near our Colorado headquarters exhibiting similar symptoms. Both were brought in for inspection, and after applying the same latch and fitment adjustments recommended by our engineer, those vehicles achieved a proper seal and normal function.
These consistent results strongly suggest that the condition you are experiencing is not related to the Sunrider product itself, but rather to vehicle-specific factors outside of Bestop’s control. We have reached a point where all feasible product- and installation-based solutions have been exhausted. While we fully appreciate the impact this has had on your experience, further resolution will require involvement from Jeep, as any remaining contributing factors appear to be vehicle-related.
Please know that Bestop has acted in good faith and with full cooperation throughout this process, dedicating significant engineering, quality, and leadership resources to assist you. At this time, there are no additional steps we can take from a product standpoint. We encourage continued communication with Jeep to explore potential next steps on the vehicle side.
Thank you for your patience and for working with us through this process.

I can’t argue with bestop on this one, especially if they found more than one Jeep locally with the same problem. It really seems to be a Jeep issue. And Jeep needs to fix it. This would make my blood boil.

 

[WILDHOBO]

My attorney says
"Bill, I suggest you sue both the dealer and the manufacturer in small claims court."

That was his exact response.
The problem is - the dealer is correct in that they can't do anything without Jeep's approval, so I can't see there being any fault on their end. Jeep must pay them for warranty work, and if the dealership can't do anything Jeep will pay them for, it ain't gonna happen.
I feel the dealership's hands are tied - if Jeep won't approve something, they are sort of stuck.

So far, I can't find legal proof that the items on the window sticker are actual options and not accessories - even though they are listed in the options column.
If I get an attorney to actually state that as a legal fact, then I can force Jeep to work with whoever it takes to resolve this.
I know we say it is, but that's not a legal fact, just what makes logical sense.
Jeepcares finally got back with me and I'm hoping it means they actually open a case again.

My next step if I can muster it - remove the freedom panels (dr. says no lifting over my head over the weight of a gallon of milk) and measure some areas and see if I compare that to others.
I finally got the folks at the dealership to accept that the freedom panels will fit fine because they don't rely on the side rails at all - just the front of the hard top and two spots at the top of the windshield frame area. So there's no relationship. For a while they said if freedom panels fit then all is fine. Not true.

Can you do a swap with your gantry crane?

 

[ShadowsPapa]

Can you do a swap with your gantry crane?

My next steps would be - remove freedom panels, get that 8' level or some other long straight edge out and lay it across certain areas and measure down - such as lay a level across where the panels mount to and measure down from that to some other point, like the sill of the door opening.

Then - compare those measurements to another Jeep where a top fits perfectly.
Gantry crane is a bit bulky, the chain hoist is off of it so it would need to be lifted up and put back on it (requiring a ladder), then moving the gantry crane into the shop................ almost as much work in the end!
Will check the panels to these specs, then measure with panels off - tops of the roll cage side bars down to the sill or rocker upper pinch weld area, that sort of thing.

 

[JeepOfTheseus]

What a nightmare of a customer .

 

[WILDHOBO]

 

[flipmcgee]

I suggest being very careful about ordering any Jeep with a Sunrider, even buying one later.
I'm still dealing with the mess with mine.

@Bestop has stopped communicating
@JeepCares has closed yet a second case

https://www.jeepgladiatorforum.com/...-mess-up-or-theirs.95640/page-34#post-1628003

This has been going on since MAY of this year.
That's 6 months, no resolution.
Jeep closed 2 cases.
Bestop simply stopped contacting me.

BEWARE. If you have problems, you will be on your own.

Totally feel your pain and it's interesting because bestop just replaced my sunrider top for the third time absolutely free out of warranty within a couple of weeks of me sending them my issues. I did buy my original directly from them so maybe thats one difference. I was not even asking for a full replacement this last time I was just asking why they keep getting so loose after a few months and it had happened twice before. I sent them pictures and videos that showed how loose the fabric was and they just sent me a new one no fuss , no questions just made it right. Didn't want the old unit back, as easy as that. This is my third one and each one was past the one year warranty. They really went beyond my expectations. I do think that the sunrider has some percentage of theses tops that loosen up and I think they know it and just take care of it when they recognize one. If it happens to this one next summer I will be done the product and I will let them know if it fails again but 3 strikes and I'll be done. Hope you get some resolution because it's a terrible feeling when you invest in a product and it doesn't live up to claims. I went straight to their support department. Jeep cares has been a joke but I have a really good dealer service manager who has helped me get past some other problems. Its sad that we all have such different levels of support when each of us are such passionate customers and love the product and just expect to get what we paid for. Jeep cares should be the entity that takes care of the Edge cases and makes sure we all get the same treatment. Its far from doing that currently

 

[brsnow2585]

I haven't had any issues with my BestTop sunrider so far. I was actually talking to my uncle this past weekend and he randomly mentioned that he bought his '70s something Wrangler without a top, and the BestTop soft top was an option if you didn't want to get rained on......They've been around a while. Good to hear that they stand behind their product, I would suspect a lax in Jeep(more so Stelantis) QC is most likely the culprit.

 

[Sweetums]

I haven't had any issues with my BestTop sunrider so far. I was actually talking to my uncle this past weekend and he randomly mentioned that he bought his '70s something Wrangler without a top, and the BestTop soft top was an option if you didn't want to get rained on......They've been around a while. Good to hear that they stand behind their product, I would suspect a lax in Jeep(more so Stelantis) QC is most likely the culprit.

Yeah, about that... Don't expect them to stand behind it unless you make enough of a fuss or indicate some kind of enforcement, like a credit card charge back or complaining to government oversight agencies.
Chargebacks hurt the business, if they get enough they end up paying increased costs for processing fees and credit card processors will eventually drop their contract entirely. It's a giant PITA for the business. They told me to kick rocks until I indicated my next step was a charge back and a complaint to the Federal Trade Commission - then they were suddenly interested in a resolution.

Unfortunately the days of Bestop being a good company to work with are gone. Their new Corporate Daddy has them by the balls and is only interested in maximizing profit.

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