I'm done with Quadratec!

[Bananaman]

Gotta put the time in... every time I've called, it's been 25-30 mins before I got ahold of someone.

You are correct. 29 minutes today and finally got to speak to someone. Very apologetic and re-ordered my correct item on the spot. Just have to deal with the hassle of taking the mis-shipped item back to FedEx when I get the shipping lable. I'm giving them a pass on this one. Everyone makes mistakes.

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[KC_H]

I understand system upgrades and implementation challenges but this is absolutely insane.

- In January I ordered a Superwinch SX12 that had a $100 rebate
- I also ordered the Superwinch shackle - pre orders to ship on 3/10 - Now I can't see anything on my orders page to see if this is still in process
- I waited beyond the 6-8 weeks for the rebate and had to call numerous times, each call being assured the rebate was currently in the mail. I finally got someone to just apply it to the remaining items in my cart - I thought this was solved.
- Yesterday, I checked my bank account and my credit card had a charge for $581 ($500 more than what my last order should have been) and 2nd $500 charge.
- I called today, after waiting to see if maybe those $500 charges were just "holds" and would drop off, nope. They went through. When I finally got through, after 30+ minutes on hold, after explaining the situation, the rep told me a manager had to review and they'd email before end of close today. It's almost the weekend and I have received absolutely no resolution. I'm currently on minute 18 on hold trying to get through before they close for the day.

How can a new system completely FUBAR the entire customer experience? I understand a few hiccups here and there but this has been nothing but a giant cluster. I have bought almost all of my mods through @Quadratec mostly due to their engagement with this community and seeing them at Bantam but after this, Amazon is just so much simpler as the customer. Luckily, I have good credit and having $1,000 tied up over the weekend isn't a huge issue for me personally but for some, that could be catastrophic!

Unfortunately I cut these guys lose; better prices and much easier to do business elsewhere...

 

[vrael]

I ordered LED headlights, they didn't work.

They said the warranty was void by hooking them up. How do you know if they work or not, until you hook them up?
We argued, I gave them bad reviews (who cares) purchased another set from amazon, works just fine, once I got them adjusted correctly.

I had their Heated LED headlights for my JKU. One of them had a faulty anti-flicker after I installed them. I emailed Rob and they had a brand new set at my door in no time.

The issue with their site showing items in stock when they are actually back-ordered is frustrating though. Having to cancel my AEV Saltas that I ordered in Feb because they said it'd be at least another 2-3 weeks. I really don't want to install my lift until I can put my new wheels/tires on, so it's holding everything else up.

 

[blau iii]

I wanted to update this thread... I looked on LinkedIn and found the CEO and COO of Quadratec, reverse engineered their emails and shot them both a message. Within an hour, the head of customer service contacted me and issues a refund for the erroneous charge as well as gave me a Quadratec credit. While this has been a rocky path, I understand the system issues they're going through and thought this was a very generous outcome. I think I'll wait a few weeks before I order anything else but I'm glad @Quadratec made this right. Especially since we're neighbors here in PA.

 

[Bbannongmu]

I wanted to update this thread... I looked on LinkedIn and found the CEO and COO of Quadratec, reverse engineered their emails and shot them both a message. Within an hour, the head of customer service contacted me and issues a refund for the erroneous charge as well as gave me a Quadratec credit. While this has been a rocky path, I understand the system issues they're going through and thought this was a very generous outcome. I think I'll wait a few weeks before I order anything else but I'm glad @Quadratec made this right. Especially since we're neighbors here in PA.

Nice to hear. Good lessons to “leaders” - they need to see and hear what is going on so they can fix it. False good news stories and nonsense process and diffusion of ownership kills a loyal following. Glad they made it right. I’m rooting for Q tec!

 

[Tallywacker7]

I've had a terrible experience with my recent order with @Quadratec. Nearly 3 weeks and I still haven't received the "forum discount" that was promised on my credit card. The skid plate also arrived with some minor damage and they have yet to reply to any of my inquiries on a fair solution. Nobody answers the phone. Do they really deserve to be a forum sponsor?

 

[Minty JL]

I wanted to update this thread... I looked on LinkedIn and found the CEO and COO of Quadratec, reverse engineered their emails and shot them both a message. Within an hour, the head of customer service contacted me and issues a refund for the erroneous charge as well as gave me a Quadratec credit. While this has been a rocky path, I understand the system issues they're going through and thought this was a very generous outcome. I think I'll wait a few weeks before I order anything else but I'm glad @Quadratec made this right. Especially since we're neighbors here in PA.

Social engineering for the win........ I love it

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