An introduction to RSi.

[SmartCap]

No need. You've posted numerous times that ETA is unknown and that orders go through dealers and you have very little info. I waited six months, but am not willing to wait any longer without a reasonably firm ETA given I paid in full upfront.

Absolutely nothing against you, the product looks super cool. I'm sure by this time next year once the Ft Worth DC is up and running these problems will be a thing of the past. Taking orders with no ETA, requiring payment in full, and then not following up on emails when I check in once a month to see if anybody knows anything just left a bad taste in my mouth.

That bad taste was obviously worsened when the dealer initially wanted a 15% cancellation fee totaling over $500 for a product I never saw, reduced it to $200, which I then had to initiate a CC charge back to fight to get a full refund.

Clearly, this is a broken process. I hope it gets worked out!

Brekka, we certainly can understand your frustrations. It is true that our new plant in Fort Worth should make these long lead times a thing of the past. Until that happens though, we have been working with our distributor to provide date ranges for when an order will be fulfilled. While we realize this is less information than giving you a specific product fulfillment date, it does let you know the latest your order is likely to arrive (barring shipping issues the world is facing). This was why we DM’d you and asked for your order details.

As for the issues you addressed regarding deposits and refunds, all our dealers are independent businesses, and as such are able to set their own individual policies for handling backorders. We would only suggest that buyers inquire about those policies, prior to placing an order.

While we wish you could hang in there with us, we fully respect and understand your decision and are very sorry to see you go. We wish you the best of luck, and many happy trails ahead.

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[XJFanatic]

Brekka, we certainly can understand your frustrations. It is true that our new plant in Fort Worth should make these long lead times a thing of the past. Until that happens though, we have been working with our distributor to provide date ranges for when an order will be fulfilled. While we realize this is less information than giving you a specific product fulfillment date, it does let you know the latest your order is likely to arrive (barring shipping issues the world is facing). This was why we DM’d you and asked for your order details.

As for the issues you addressed regarding deposits and refunds, all our dealers are independent businesses, and as such are able to set their own individual policies for handling backorders. We would only suggest that buyers inquire about those policies, prior to placing an order.

While we wish you could hang in there with us, we fully respect and understand your decision and are very sorry to see you go. We wish you the best of luck, and many happy trails ahead.

I am one of those impatiently waiting for what looks like an awesome product that is exactly what I want. I ordered the cap because I need it.

I just wish these orders weren’t shifting over 6 months. My original ETA was scheduled for Late March/Early April. Than it was May/June and am now being told July/August. Would you @SmartCap be able to provide insight on how the windows have shifted that much? A month due to world wide shipping issues I can understand but blaming a six month change on shipping…

From the consumer stand point, assuming you as the manufacturer isn’t blowing smoke up our collective asses, it’s your US distributor messing up or reprioritizing which merchants get orders fulfilled.

 

[Gruffid]

I bought mine through a local dealer in San Antonio. Between putting my name down for a waitlist and being notified the camper was in stock, I waited maybe 3 months.

I think the wait was totally worth it. Now I just wish I could get the load bars.

 

[Brekka]

I am one of those impatiently waiting for what looks like an awesome product that is exactly what I want. I ordered the cap because I need it.

I just wish these orders weren’t shifting over 6 months. My original ETA was scheduled for Late March/Early April. Than it was May/June and am now being told July/August. Would you @SmartCap be able to provide insight on how the windows have shifted that much? A month due to world wide shipping issues I can understand but blaming a six month change on shipping…

From the consumer stand point, assuming you as the manufacturer isn’t blowing smoke up our collective asses, it’s your US distributor messing up or reprioritizing which merchants get orders fulfilled.

Exactly this. Only it went from March eta, to April, to… who the heck knows ETA. They wouldn’t even give me a month, which honestly is probably the most accurate ETA I had been given during the whole process ?

The EVOa was going to be awesome. I’ll probably still get one eventually, if they exist then.

 

[SmartCap]

I am one of those impatiently waiting for what looks like an awesome product that is exactly what I want. I ordered the cap because I need it.

I just wish these orders weren’t shifting over 6 months. My original ETA was scheduled for Late March/Early April. Than it was May/June and am now being told July/August. Would you @SmartCap be able to provide insight on how the windows have shifted that much? A month due to world wide shipping issues I can understand but blaming a six month change on shipping…

From the consumer stand point, assuming you as the manufacturer isn’t blowing smoke up our collective asses, it’s your US distributor messing up or reprioritizing which merchants get orders fulfilled.

XJFanatic, thanks for reaching out. Would you please send us a Direct Message with your order info, and we’ll see how we can assist. For the Gladiator applications, we haven't had the kind of delays you have experienced, so It seems a little strange to us there would have been a 6-month shift from what you were told originally? Knowing the details of your order could help us understand what has happened and/or how that information might have gotten conveyed.
Thanks, and we’ll keep an eye out for your message.

 

[Burghardphotography]

I am one of those impatiently waiting for what looks like an awesome product that is exactly what I want. I ordered the cap because I need it.

I just wish these orders weren’t shifting over 6 months. My original ETA was scheduled for Late March/Early April. Than it was May/June and am now being told July/August. Would you @SmartCap be able to provide insight on how the windows have shifted that much? A month due to world wide shipping issues I can understand but blaming a six month change on shipping…

From the consumer stand point, assuming you as the manufacturer isn’t blowing smoke up our collective asses, it’s your US distributor messing up or reprioritizing which merchants get orders fulfilled.

You’ve been given ETA’s? Damn I can’t even get a straight answer on any sort of time frame. I just keep hearing there’s no ETA on my order.

 

[SmartCap]

You’ve been given ETA’s? Damn I can’t even get a straight answer on any sort of time frame. I just keep hearing there’s no ETA on my order.

Please DM us and we are happy to look into your order and see if we can help provide a date range for when you should receive it.

 

[Fouts]

Why do business with places like this?

 

[XJFanatic]

XJFanatic, thanks for reaching out. Would you please send us a Direct Message with your order info, and we’ll see how we can assist. For the Gladiator applications, we haven't had the kind of delays you have experienced, so It seems a little strange to us there would have been a 6-month shift from what you were told originally? Knowing the details of your order could help us understand what has happened and/or how that information might have gotten conveyed.
Thanks, and we’ll keep an eye out for your message.

Thanks I sent you a message. This 6 month shift seems to be the standard from what I am gathering on the forum. Again, not saying it’s the retailer but I think it may go deeper to what I understand is a sole us distributor.

I love your product and am willing to wait as it is an investment and exactly what I want. But at some point it’s going to get pushed to where I am forced to compromise so I can have a cap.

 

[XJFanatic]

You’ve been given ETA’s? Damn I can’t even get a straight answer on any sort of time frame. I just keep hearing there’s no ETA on my order.

Yes I message offroad alliance once a month for updates and they are extremely responsive. I have been more than pleased with their customer support, just trying to get to the root of what’s going on as the manufacturer is saying there hasn’t even been a reason for the changing ETA.

 

[Burghardphotography]

Yes I message offroad alliance once a month for updates and they are extremely responsive. I have been more than pleased with their customer support, just trying to get to the root of what’s going on as the manufacturer is saying there hasn’t even been a reason for the changing ETA.

Yeah I ordered mine through Mule Expedition Outfitters here in Portland. They’ve been trying to get updates from the distributor, but seem unsuccessful so far.

 

[Fouts]

Yeah I ordered mine through Mule Expedition Outfitters here in Portland. They’ve been trying to get updates from the distributor, but seem unsuccessful so far.

MIght be Mule Expedion, I have found them to be very unreliable. Good luck with any after purchase help.

 

[Burghardphotography]

MIght be Mule Expedion, I have found them to be very unreliable. Good luck with any after purchase help.

Hmm… they have been a fantastic shop to work with on everything else. 11/10 customer service and a very friendly and knowledgeable staff. I’m in there almost every week. It’s not their fault they can’t get a straight answer from the distributor. Every other company they’ve had to liaison with for me has given them prompt and detailed answers.

 

[Fouts]

Hmm… they have been a fantastic shop to work with on everything else. 11/10 customer service and a very friendly and knowledgeable staff. I’m in there almost every week. It’s not their fault they can’t get a straight answer from the distributor. Every other company they’ve had to liaison with for me has given them prompt and detailed answers.

You are fortunate, not my experience.

 

[Burghardphotography]

You are fortunate, not my experience.

Are you shopping at the Oregon or Washington location? Shoot me a DM, don’t want to drive this thread off topic, and would like to hear about your experience.

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