Buyer Beware

[bdubya73]

I have to gripe. And I may get this post removed. But I am STILL in the process of a terrible customer experience with Quadratec. Which is frankly surprising to me given their survivability in the online retail space. I ordered the "Quadratec Maximum Duty 2.5" Coil Spring Suspension Lift Kit for 20-26 Jeep Gladiator JT" part number 16400-0018 on 3/27. When it arrived on 3/30, upon opening by the auto shop it was discovered that the FRONT two springs were not included in the packaging. I called 800-743-4927 and spoke with a customer service representative. He stated that he had to speak with his manager to get the missing parts shipped out overnight. I'm like, ok go ahead and work on the install to save time and just throw on the springs tomorrow guys. Well, as of this post on 4/3 I do not have any confirmation of a shipment. My Gladiator is currently sitting at the shop with no ability to progress any further on the installation. Then I get a follow up email from a quadratec representative confirming that he was so glad they were able to reach a resolution to my problem. I obviously responded that it had in fact NOT been resolved and my Gladiator is still sitting at the shop waiting on front springs. This has been a nightmare and I will NEVER buy from Quadratec again and would strongly advise anyone to think twice about using them. Obviously some items are less critical to have show up on your doorstep incomplete. But... just be careful. All they had to do was ship another kit, WITH all the parts and I could have simply shipped the incomplete kit BACK to them. But they are going thru some complete inconvenient method of having to file this as some kind of "warranty claim" to get the missing parts. Ok, whatever but why FURTHER inconvenience the customer. Let that slower process affect your retail business while you wait, NOT ME. Done, stepping down off soap box.

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[LouisvEarlleJT]

It's not that simple. The kits aren't an amalgamation of parts that get put together prior to shipping, such that they can just grab a couple springs and send to you. They probably get them sealed and ready to ship from whoever manufactures them. Meaning replacement parts need to go through a warranty claim process to get fulfilled unless they want to eat a whole piece of inventory, which, frankly, is not worth it on an elective item like a lift kit. You should have waited to install it until all the parts were in your hands.

 

[Gvsukids]

Quadratec

@Quadratec

https://www.jeepgladiatorforum.com/forum/forums/vendor-reviews-and-feedback.92/

 

[bdubya73]

It's not that simple. The kits aren't an amalgamation of parts that get put together prior to shipping, such that they can just grab a couple springs and send to you. They probably get them sealed and ready to ship from whoever manufactures them. Meaning replacement parts need to go through a warranty claim process to get fulfilled unless they want to eat a whole piece of inventory, which, frankly, is not worth it on an elective item like a lift kit. You should have waited to install it until all the parts were in your hands.

Yes I should have waited. Shame on me for trusting the issue to get resolved quickly and I knew someone would point that out. So, go ahead flame on... I just wanted to vent somewhere.

 

[bdubya73]

Life happens, stuff gets f'ed up and people are human I get that. What is really annoying I guess is that there hasn't been on "sorry for the trouble" any kind of acknowledgement, no attempt to make it right or try any accommodations to at least say wow that was really a P.I.T.A for you. Contrary, the two CSRs I spoke with almost seemed more annoyed that I even had the gall to bother THEM. This modern disconnect where people have no repercussions for attitude is most unfortunate. JUST SAY SORRY Quadratec. Dang.

 

[sharpsicle]

Beyond the obvious problem of missing parts in the kit, the rest seems like the price you paid for being impatient. I'm not going to say there's anything wrong with having the shop start with what you had, that is your choice, but it's also a choice that comes with obvious risk. The risk has now materialized, and that's not Quadratec's fault.

In fact, the missing parts aren't Quadratec's fault either. They warehouse the parts and ship them, or just straight dropship them. It's on the supplier or manufacturer that provided them, which is why a warranty claim is needed. Quadratec can't just send off another kit to you, they need to follow the right process to be made whole themselves. And again, Quadratec is the middleman, not the at-fault party.

I really hope they get you squared away, but missing parts in a kit should be a full-stop moment for this very reason. If I were in your position I'd chalk it up to a learning experience and then yes keep pressure on them for a resolution. Recognize also that you may have to remove the installed parts to return the bad kit depending how the process goes.

 

[GuzziMoto]

I have not had an issue with stuff from Quadratec in a long time. But in the past if I did have an issue they were always good about dealing with it.
Sorry this went so bad for you. It sounds like poor choices all around.

Side note, what are you going to add for caster correction and shocks? That is not a complete lift kit.

 

[Stormtroopin]

I’ve been putting together a kit from a few venders over the last month and every single one of them has been late on shipping, saying certain parts are on back order and it’s causing the hold up. I do a lot of ordering from extreme terrain and Quadratec for my jeep and customers vehicles. They both have always been very reliable, I think it’s just the unfortunate timing with everything going on in the world currently and I would advise you to not let this one situation sour your relationship with QT. Trust me I’ve been itching to install this lift kit for 6 weeks now and it’s super frustrating but it is what it is. When you do install the kit it will all be worth it in the end.

 

[Bandit’s Lair]

This makes me want to go Frankenlift even more.

 

[D_JT]

Yeah I stopped buying from Quadratec a long time ago. They are a horrible company to buy from. Customer service is a joke and if their website says something is in stock, it never fails. A week later after placing an order you'll get an email saying its out of stock and on back order. They only thing they are "sometimes" good for is to price match against when buying from literally anyone else.

 

[Hootbro]

I understand the frustration but at the core of all of this, it is a missing parts issue to resolve and any other inconvenience is just noise that has no bearing to the core issue.

Years back I had a issue with some N-Fab steps and they sent two right sides. Thought it was simple and they could just send me the left side with a return label for the extra right side step. I was wrong and as explained by them, their process was a return everything to get a complete set back as they were not setup to pick just a left step and ship it without breaking into a already packaged set.

 

[Stan H]

This makes me want to go Frankenlift even more.

IMHO Frankenstein is better , can put the strongest parts that each place sells on and not have to accept certain parts that are just so so.

 

[Rusty PW]

This makes me want to go Frankenlift even more.

I did. Clayton springs, rear bent track bar. Core 4x4 control arms, front track bar, steering linkage. Teraflex front geo brackets, rear track bar relocation bracket. JKS front adjustable spring seats with hydraulic bump stops. Steersmarts steering box brace. King shocks. RockJock rear driveshaft drop. Fox ATS adjustable steering dampener.

 

[Bandit’s Lair]

I did. Clayton springs, rear bent track bar. Core 4x4 control arms, front track bar, steering linkage. Teraflex front geo brackets, rear track bar relocation bracket. JKS front adjustable spring seats with hydraulic bump stops. Steersmarts steering box brace. King shocks. RockJock rear driveshaft drop. Fox ATS adjustable steering dampener.

Great list!! So far mine is:
Iron Rock front long arms
Rock Krawler rear triangulated setup
Clayton 2.5” springs
spring seats (Not sure yet)
Carbon Racing 2.5” shock body adjustables
Carbon Racing hydraulic bumps
Tom Woods 1350 driveshafts (if needed)

I have exactly NONE of it yet and it could change based on research and knowledge acquisition.

steering setup is all Synergy with a Fox stabilizer. I do want to look into a better steering box though. I’ll have the brace on in the next couple days and that will tide me over for a while.

 

[Rusty PW]

Great list!! So far mine is:
Iron Rock front long arms
Rock Krawler rear triangulated setup
Clayton 2.5” springs
spring seats (Not sure yet)
Carbon Racing 2.5” shock body adjustables
Carbon Racing hydraulic bumps
Tom Woods 1350 driveshafts (if needed)

I have exactly NONE of it yet and it could change based on research and knowledge acquisition.

steering setup is all Synergy with a Fox stabilizer. I do want to look into a better steering box though. I’ll have the brace on in the next couple days and that will tide me over for a while.

I used the Clayton 2.5" front diesel springs with the JKS adjustable spring seats for 4.5" of lift in the front. The rear springs are 3.5" Clayton springs which gave 4" of lift. The JT sits level. When I put the front winch bumper and winch on. I can adjust the front ride height. The Tom Woods driveshafts are on my list.

I looked into the Rock Crawler long arm for the rear. But that would have met that I would have to get rid of the DEF tank. Not ready for that step.

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