Issues with Quadratec

[Bigbrownpilot]

So, my wife bought me a Bestop Sunrider for Hardtop (twill) for my birthday. Logged onto my Quadratec account and paid for it. I received an order confirmation e-mail with the order number. It was supposed to arrive last week. When it didn't, I tried going onto My Orders to see if there was updated tracking information. The order didn't even show up in My Orders. THe only two orders were from 2021. Oddly enough, it does show up under Product Reviews (kinda hard to review it if I don't have it yet.)

So, I tried calling Customer Service on Friday. Called four times, spent 30 minutes on hold each time, and then the call dropped. The website says Customer Service is open on Saturday, so I tried calling again yesterday and got a message saying they were closed. I tried to call back, got a recorded message that "call volume is high and all customer service agents are busy". then got immediately disconnected. I tried using their Chat function-- It's a "bot". It took me to the My Orders site- again, nothing there. I tried sending a message, and got nothing. I also e-mailed Customer Service on Friday. Still no response. This doesn't seem like the company I've dealt with in the past. I'm not sure what's going on; I just want to know when my Sunrider top is coming!

@Quadratec, care to weigh in here?

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[CluelessRufus]

I agree. That doesn’t match my previous dealings with them. I hope it’s an anomaly. Maybe @Quadratec can help out?

 

[Klicht87]

I've only ordered from them once with no issues. Did you try the chat box during working hours? or even when they are closed and it sends a message?

 

[kevman65]

Do a search on this Board. There are several threads with this theme. Basically they didn't just drop the ball on Customer Service, they stabbed it, ran over it with a vibrator roller, threw it in the incinerator, and threw the ashes in the septic tank.

Everyone is still trying to use the Covid excuse, but nobody wants to practice Customer Service any more.

 

[Artsifrtsi]

They did a major customer service/ordering computer system upgrade a few months ago, and haven't fully recovered yet...

 

[Bigbrownpilot]

I've only ordered from them once with no issues. Did you try the chat box during working hours? or even when they are closed and it sends a message?

yes, as I said, they say it’s a live chat, but it isn’t. It’s a bot.

 

[WhyNotJeep]

Customer service died of covid. Big changes on the way.

 

[Rahkmalla]

Quadratec is absolutely garbage customer service. I was trying to figure out when a tonneau was going to ship and the chat agent cancelled my order without my permission. Also I bought 5 rims and they shipped me 10 (and charged me for 10). They sent me an RMA to return them, but when I got to a FedEx store with my 204lbs of rims it turns out the RMA qr code they sent me was only 1 label for 1 rim. 45 minutes on hold at the FedEx store later they tell me it will take 1-2 business days to get me a new RMA for the other 4 rims. Also the time when I asked chat when my sunrider was shipping days after i bought it, and the chat lady told me it would ship in 2 days. When I asked her why the website says "order in the next 3 hours and it ships today" is on the product, and why people ordering today are getting theirs shipped before me she closed the chat.

 

[TrainMan]

Interesting. I've bought so much stuff from them. Wheels, antenna, decals, steering stabilizer and more. Never had an issue. I found out they have a warehouse in my town!

 

[jeepers29]

OP, order from Northridge 4x4. Their CS is GOLD!

 

[NachoRuby]

Interesting. I've bought so much stuff from them. Wheels, antenna, decals, steering stabilizer and more. Never had an issue. I found out they have a warehouse in my town!

I think they are based out of West Chester

 

[Jab1719]

OP, order from Northridge 4x4. Their CS is GOLD!

I agree with this. I have never had an issue with quadratec but northridge has always been great. I bought replacement rotors for the Dynatrac pro grips and they kept in contact with me for months as they were back ordered.

 

[trader979]

Was on hold 58 minutes the other day. Finally gave up. Won’t purchase from them again.

 

[MJRSC]

I agree with this. I have never had an issue with quadratec but northridge has always been great. I bought replacement rotors for the Dynatrac pro grips and they kept in contact with me for months as they were back ordered.

Another vote for Northrdige moving forward - great service.

 

[dawghauler]

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