Alans17
Well-Known Member
- Thread starter
- #1
I just wanted to give a HUGE shout out and thank you to @BillieBars .
First, a bit of back-story. I bought my cross bars about 1.5 years ago so I think I was one of the first takers for a Gladiator, and I've used them to support a JCR Universal Basket. They held a large ice chest and 4 HEAVY suitcases for a 10-state, 5k mile road trip (not always on pavement) last year and have been extremely solid the whole time.
Fast forward to about the beginning of this year and the optional molle panels I ordered have been losing their powder coating. It's like they're turning to chalk. I'm not a powder coat expert, but I wonder if it wasn't fully cured or something. In any case, it finally got to the point where I decided I should do something about so I reached to Billie Bars for help.
I sent an email on Thursday evening to tell them about my situation. I got a response the next morning saying they'd never seen/heard of that happening before, but asked for pictures so they could look into it. By late morning, I'd obliged and sent several pictures. By this morning (36 hours from initial contact), I'd received another email to let me know that not only are they replacing the molle panels, they're also replacing EVERYTHING except the aluminum cross bars because they've come out with some upgrades and wanted to make sure I had them. And it's not just talk. I've already got the separate order confirmation email.
I can't say enough good things about these people!! I've read multiple cases of bad customer service in here lately, whether it's from dealers, retailers, fabricators, etc. I just wanted to put this counter-example out there.
First, a bit of back-story. I bought my cross bars about 1.5 years ago so I think I was one of the first takers for a Gladiator, and I've used them to support a JCR Universal Basket. They held a large ice chest and 4 HEAVY suitcases for a 10-state, 5k mile road trip (not always on pavement) last year and have been extremely solid the whole time.
Fast forward to about the beginning of this year and the optional molle panels I ordered have been losing their powder coating. It's like they're turning to chalk. I'm not a powder coat expert, but I wonder if it wasn't fully cured or something. In any case, it finally got to the point where I decided I should do something about so I reached to Billie Bars for help.
I sent an email on Thursday evening to tell them about my situation. I got a response the next morning saying they'd never seen/heard of that happening before, but asked for pictures so they could look into it. By late morning, I'd obliged and sent several pictures. By this morning (36 hours from initial contact), I'd received another email to let me know that not only are they replacing the molle panels, they're also replacing EVERYTHING except the aluminum cross bars because they've come out with some upgrades and wanted to make sure I had them. And it's not just talk. I've already got the separate order confirmation email.
I can't say enough good things about these people!! I've read multiple cases of bad customer service in here lately, whether it's from dealers, retailers, fabricators, etc. I just wanted to put this counter-example out there.
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