RSE Gen 3 Step Slider Installation 2020 JT

[Wendell36]

Hello. Just wanted to share that I finally received my RSE Gen 3 Step Sliders, and the installation did not go as planned. First of all, after waiting 3 weeks, the steps arrived at my local 4wp. I picked up the 3 boxes, which were undamaged, and unpacked the steps when I got home. I quickly noticed the steps were marred in several locations. On one end, the edge was beveled and stripped of paint where it had been clearly dragged on cement. On the other end, the black paint was chipped off exposing multiple layers. I emailed RSE back and forth and their customer service was less than disappointing. The person first suggested that it happened at 4wp, but after sharing that the parts were shipped directly from their factory in Logan, UT, and after explaining the the boxes did not show damage and the steps were packed in very thick padding that was also undamaged, I suggested that it had to have occurred before they were packed and shipped. The customer service person refused to #1 apologize for my bad experience, #2 show any accountability. He stated that there was no way the steps could have been damaged at the factory. He offered to send me some black paint, to paint over the powder coated surfaces that I paid over $2500.00 for. It gets better. I followed the online instruction to install the products. I had an issue with the fitment on the passenger side, so I moved to the driver side. After completing the install on the driver side, I compared the two mounting experiences and realized that the passenger side step was either for a different model jeep, an older generation step, or had a manufacturer defect. The passenger step was shorter that the driver side and would not mount to the front bracket. I called RSE Tech Support 3 times during their stated business hours and after 4 days, I still have not heard from them. Ultimately, I removed the passenger side step and returned them to 4wp. Hopefully the next steps will actually fit my jeep.

Front Driver Side (Notice Pinch Seam Bolt)

Front Passenger Side (Notice Pinch Seam Bolt)

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[Burghardphotography]

Hello. Just wanted to share that I finally received my RSE Gen 3 Step Sliders, and the installation did not go as planned. First of all, after waiting 3 weeks, the steps arrived at my local 4wp. I picked up the 3 boxes, which were undamaged, and unpacked the steps when I got home. I quickly noticed the steps were marred in several locations. On one end, the edge was beveled and stripped of paint where it had been clearly dragged on cement. On the other end, the black paint was chipped off exposing multiple layers. I emailed RSE back and forth and their customer service was less than disappointing. The person first suggested that it happened at 4wp, but after sharing that the parts were shipped directly from their factory in Logan, UT, and after explaining the the boxes did not show damage and the steps were packed in very thick padding that was also undamaged, I suggested that it had to have occurred before they were packed and shipped. The customer service person refused to #1 apologize for my bad experience, #2 show any accountability. He stated that there was no way the steps could have been damaged at the factory. He offered to send me some black paint, to paint over the powder coated surfaces that I paid over $2500.00 for. It gets better. I followed the online instruction to install the products. I had an issue with the fitment on the passenger side, so I moved to the driver side. After completing the install on the driver side, I compared the two mounting experiences and realized that the passenger side step was either for a different model jeep, an older generation step, or had a manufacturer defect. The passenger step was shorter that the driver side and would not mount to the front bracket. I called RSE Tech Support 3 times during their stated business hours and after 4 days, I still have not heard from them. Ultimately, I removed the passenger side step and returned them to 4wp. Hopefully the next steps will actually fit my jeep.

Front Driver Side (Notice Pinch Seam Bolt)

Front Passenger Side (Notice Pinch Seam Bolt)

This is extremely disappointing to hear about, these have been at the top of my list to add to my JTRD. If this is how they conduct themselves, I’m sure myself and my local club members would go with a different product. Poor customer service is just a symptom of a deep rot within a company.

 

[Wendell36]

So I have an update. After removing the passenger side steps and returning them to the retailer, they eventually got ahold of rockslide engineering customer support. They recognized that the step was the correct step. They had altered the passenger side to accommodate a new frame rail on the 2022-23 models. This included altering the step frame and front passenger side bracket. They did not send the new bracket with my steps, nor did they indicate anywhere on the instructions that there was an alternate means of installation. They acknowledged that they needed to upgrade their installation video and their installation instructions. Ultimately, I got all the parts and installed the new bracket and the steps as designed. So after much effort, I got all the parts and installed the new bracket, and the steps work as designed, this was an avoidable and really frustrating experience that could’ve been avoided if somebody paid attention to detail as much as retail.

 

[Wendell36]

Final Update. After submitting a review at the company's request (I cut and pasted from my post), I was contacted by customer service this Monday via email. They offered an apology and then did something unexpected. They sent me a free pair of step slider skid plates ($600.00 Retail Value) for my trouble. Overall, I am walking away from the experience more satisfied and appreciate their effort to make things right. I still believe they are the best looking/functioning step sliders on the market.

 

[Free2roam]

It's one of my next purchases hoping I don't have to experience the same frustrations. Thanks for the input on your experience.

 

[Fungshui]

Congrats, I'm glad they made it up to you.

 

[Wendell36]

So, it continues… I received the slider skid plates and attempted to install them per the instructions. Clearly, the design of the plates were different than the instructions so they have made an upgrade without upgrading the instructions. Ultimately, instead of a square hole at the front bracket for the carriage bolt, you have to remove the existing bracket bolts and pass them through the slide. Problem is, they are too short and I was only able to get a turn or so on the wrench. I’m sure there should have been longer replacement bolts for the front bracket, but they were not provided, nor does it say anything about that in the instructions. I sent an email to Support and after no response in two weeks I was able to get a hold of them on the phone. Within minutes, I received an email from them stating that I had done the install correctly and that was the intended installation. I called back and said there was no way they intended a bolt to be barely threaded in. The customer service agent finally recognized what had happened and stated that they did in fact need to ship longer bolts for the new installation. I should have received these bolts in the package. Hopefully I will received them this week and get this behind me. I recognize that these were freebies, but what on earth is going on over that company. I can’t believe they are able to stay in business making these types of mistakes constantly. Overall, it is still a good product but all of this was completely avoidable.

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