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Dealing with N-Fab

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Old 05-21-2013, 09:20 AM   #1
theTupper [OP] theTupper is offline
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Dealing with N-Fab

As I became frustrated trying to get updates on my order, I looked around for reviews of nfabs customer service. Finding only a few, I thought I'd put up an account of my experience for others.

YMMV

----------------------------

Sparknotes Version

Pros: solidly built product, polite when actually reachable

Cons: product finish, missing parts, bad communication, cumbersome ordering process, failure to remedy problems

----------------------------

The Story

I contacted nfab about purchasing a light bar for my truck. I recieved a prompt reply with special payment details as the product I wanted was not listed on their site. They said I needed to fax a copy of my credit card and driver's license for payment. I didn't feel secure in doing so. I understand that the product I wanted was not listed on the site, but having a web payment system in place, it seems I should have been able to pay in another fashion. On with the story.

After sending my payment, I didn't hear anything back from them; not an order confirmation, not even a thank you. They were initially quick to take my money, but then it was like I had ceased to exist. After a couple days I sent email inquiries which went unanswered. A few days later I then started calling for updates. After several phone calls and almost two weeks later, my product was finally shipped. I am not disputing that products take time to assemble, but their lack of communication is what I have issues with. I don't like paying for something and not knowing where it is. And yes, my credit card was billed prior to them shipping my product.

When my bar finally arrived, I was initially pleased with the packaging job and the quality of the product itself. Upon closer inspection, I noticed several flaws in the powder coating finish. There are also pieces of my bar which were bent. I also soon discovered that they had not included any of the mandatory assembly/mounting hardware.

After placing another call to them and was assured that they would ship me the parts. They have yet to show up a week and a half later. I sourced parts locally and have installed the bar. It should be noted that it also came sans instructions. Most of it was straightforward enough, but I called upon another member here to ultimately guide me through an unclear part of the process.

All in all, I'd have to think twice about purchasing a product from them again. I'm happy (for the most part) with the product itself, but I don't like being uninformed, and was less than thrilled with their customer service.

Again, this post was not meant to tear them apart, or to praise. Just to share my experience.
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Old 05-22-2013, 08:42 AM   #2
theTupper [OP] theTupper is offline
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Update:

Received package from nfab today...

...it's still not the correct hardware for my product.
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Old 06-13-2013, 11:10 AM   #3
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N-fab troubles

I am having "issues" too. How did your story end and who did you talk to there?
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Old 08-02-2013, 12:10 PM   #4
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Question

So...is it recommended


How much did you pay for the bar? I heard they only made them for a limited time...

Quote:
Originally Posted by theTupper View Post
As I became frustrated trying to get updates on my order, I looked around for reviews of nfabs customer service. Finding only a few, I thought I'd put up an account of my experience for others.

YMMV

----------------------------

Sparknotes Version

Pros: solidly built product, polite when actually reachable

Cons: product finish, missing parts, bad communication, cumbersome ordering process, failure to remedy problems

----------------------------

The Story

I contacted nfab about purchasing a light bar for my truck. I recieved a prompt reply with special payment details as the product I wanted was not listed on their site. They said I needed to fax a copy of my credit card and driver's license for payment. I didn't feel secure in doing so. I understand that the product I wanted was not listed on the site, but having a web payment system in place, it seems I should have been able to pay in another fashion. On with the story.

After sending my payment, I didn't hear anything back from them; not an order confirmation, not even a thank you. They were initially quick to take my money, but then it was like I had ceased to exist. After a couple days I sent email inquiries which went unanswered. A few days later I then started calling for updates. After several phone calls and almost two weeks later, my product was finally shipped. I am not disputing that products take time to assemble, but their lack of communication is what I have issues with. I don't like paying for something and not knowing where it is. And yes, my credit card was billed prior to them shipping my product.

When my bar finally arrived, I was initially pleased with the packaging job and the quality of the product itself. Upon closer inspection, I noticed several flaws in the powder coating finish. There are also pieces of my bar which were bent. I also soon discovered that they had not included any of the mandatory assembly/mounting hardware.

After placing another call to them and was assured that they would ship me the parts. They have yet to show up a week and a half later. I sourced parts locally and have installed the bar. It should be noted that it also came sans instructions. Most of it was straightforward enough, but I called upon another member here to ultimately guide me through an unclear part of the process.

All in all, I'd have to think twice about purchasing a product from them again. I'm happy (for the most part) with the product itself, but I don't like being uninformed, and was less than thrilled with their customer service.

Again, this post was not meant to tear them apart, or to praise. Just to share my experience.
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Old 08-02-2013, 12:27 PM   #5
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Go through a retailer that sells their product vs. going through them directly. They take care of the people that actually make them money instead of the one-off customers. It’s honestly like this for a lot of comps which is why most end up only selling to retailers only and not the general public.

Getting product from a retailer the transaction should be a lot smoother and all parts should be there. Keep in mind the last thing Nfab wants to do is piss off a retailer who spends big $$$$ buying in bulk. Pissing off a single customer that only profit them a few bucks, not that big of a deal.

I know 4WheelParts sells NFab product
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Old 08-02-2013, 12:35 PM   #6
theTupper [OP] theTupper is offline
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Quote:
Originally Posted by Kauai Taco View Post
I am having "issues" too. How did your story end and who did you talk to there?
I ended up letting it go as I solved my own problems. Was too frustrated to pursue it further. Don't remember names without digging through emails. Sorry.

Quote:
Originally Posted by Armanix11 View Post
So...is it recommended


How much did you pay for the bar? I heard they only made them for a limited time...
Haven't heard that. I like the product just fine, customer service was wanting.

Quote:
Originally Posted by Mr Salty View Post
Go through a retailer that sells their product vs. going through them directly. They take care of the people that actually make them money instead of the one-off customers. Itís honestly like this for a lot of comps which is why most end up only selling to retailers only and not the general public.

Getting product from a retailer the transaction should be a lot smoother and all parts should be there. Keep in mind the last thing Nfab wants to do is piss off a retailer who spends big $$$$ buying in bulk. Pissing off a single customer that only profit them a few bucks, not that big of a deal.

I know 4WheelParts sells NFab product
Sounds like a good idea, but I don't know if they can get them. I was told the only way to get one was to call them directly. But, I didn't try it, might work!
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Old 09-01-2013, 01:38 AM   #7
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On 8/29/2013 I special ordered a light bar on line for my 2013 TRD, I did not hear back from them until late 8/30/2013 when I received a tracking info E mail. My bar is scheduled to arrive on 9/4/2013. When I called to order before going on line I talked to Lance Parks he was very helpful and offered me a 10% discount. I will let everyone know how it turns out when I receive my light bar. if it has hardware or if it does not. or instructions?
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Old 09-01-2013, 06:27 AM   #8
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Lance is the guy I dealt with, too. He was very friendly on the phone....when I could ahold of him. But the order still had issues. Good luck on getting everything you need! :-)
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Old 09-01-2013, 11:16 AM   #9
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bought my smittybilt/nfab lightbar off ebay for $119 shipped about a year ago. didnt have any problems and didnt talk to anybody. and it was probably cheaper than you paid.
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Old 09-01-2013, 06:11 PM   #10
theTupper [OP] theTupper is offline
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Quote:
Originally Posted by Jon850FL View Post
bought my smittybilt/nfab lightbar off ebay for $119 shipped about a year ago. didnt have any problems and didnt talk to anybody. and it was probably cheaper than you paid.
True, but as its a completely different product, I'm not surprised. :-)
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Old 09-29-2013, 02:39 PM   #11
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Since I saw your post in another thread, I figure I'd stop in here and give my $0.02.

I can echo everything you have said. To answer the question about availability, I spoke directly with Thomas (owner) via email and he said that the reason the light bar cannot be sold through vendors is the agreement that N-Fab made with Toyota when they created the "T-Force" package. I think that might be South Coast Toyota (the distributor) and not Toyota Corporation, but I could be mistaken.

I had to pull teeth and eventually contact Thomas directly to get my bar in motion. The shipping took forever, but I did finally receive the product. One flange was bent, but it wasn't a flange that was visible when the bar was mounted. There were a few places in which the powdercoating was worn off during the shipping process. Unlike the OP, I did receive all the hardware for the bar, however, I didn't get any instructions on how the pieces were supposed to go together. Talking with another member on her and some ingenuity and I was able to mount my bar.

The interesting thing is I believe the OP received a full wiring harness for his bar. I didn't receive that, but I did get mounting hardware.

I'm sure if you were to badger N-Fab enough, you could get a bar of your own, but be prepared for some hassle.
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