Show us your SnugTop!

Wow. I wont be buying a Snug Top after reading these posts

 

Just got mine off Craigslist. Couldn't be happier.

 

Go public! Seriously. In Canada, the CBC News has a segment they call "Go Public". If they like your story they will take up the cause and embarrass the hell out of the business and get good results for the consumer. The CBC is not the only TV station to do this. Report this to your local news stations and see what happens. I think the fact that you have proof of when they changed the wording on their website (after you called them on it and the guy said he was familiar with your specific case) is priceless. Find the guys that do investigative reporting, they should be all over this. I hope you don't give up. Victory shall be yours!

 

SnugTop [OP] vanished from this thread over a year ago, upon the first sign of critique. This clearly demonstrates the company's fear of conflict and inability to resolve problems. It seems to me they have the potential to provide a good product, but they have very poor quality control in several stages of production and very poorly trained customer service reps. I boil all this down to bad management. Many big and small companies with great quality, popular products have failed because of poor management and this might just be one of those. The boys at the top need to be hiring management that can train their staff properly. IMHO.
I won't buy from anyone who treats their customers this way.

 

Since It's a company based in Cali, I'd have to contact news outlets there..

Not sure if this is really feasible, but some sort of Angie's List or better business bureau complaint may be worth it.

I have no desire to go after the middleman company that I bought it from because they were great to me and more than likely did not know that the features would be different from what I discussed with them on the phone.

 

I agree, it seems the distributer or retailer (middleman) is only able to tell you what they can read on the website, the same thing you can see. That happens all the time. I see the blame sitting squarely on the manufacturer's marketing, customer service and management departments.

In Canada the CBC doesn't care what province the company is in. If they like the story they will cross the country to walk right through their front doors with cameras rolling. I've seen 60 Minutes follow a story like this and combine it into a broader 15 minute segment involving a few other incompetent companies.

Think bigger than your own neighbourhood, the worst that can happen is the news doesn't care.

"Never doubt that a small group of thoughtful, committed citizens can change the world; indeed, it's the only thing that ever has." Margaret Mead

 

Well I certainly appreciate your enthusiasm. I must admit my level of motivation for fighting this fight was waning, but I'll make an honest effort to get somewhere with it.

 

They last edited their profile July 27, 2015

 

Nice. The BBB is a membership based service organization that only has info on those who pay memberships and I'm not sure the BBBs across the country share their info with each other, so I am skeptical about the benefit of using them. Correct me if I'm wrong on that.

 

I have no clue, never contacted one before. Any advice is much appreciated, I'll do some research and see what I can find.

 

Was just looking at some LED lights for sale on Amazon and saw this refreshing antithesis to Snugtop's business model:
"I had this product installed on my boat and they fogged up within just a few weeks. I wrote a negative review on here and the seller sought me out and sent me replacement product free of charge. The replacements are holding up just fine. No fogging. I was very pleased with this sort of customer service. They obviously wanted to make things right. Overall I'm quite pleased. The lights are super bright and far exceeded my expectations for a "little" light."

 

They're active. They just don't post here in this thread anymore.

 

+1 to this thread making me say "never going to purchase a SnugTop."

 

I can't believe mine didn't come with a dog! Their website had pictures and everything

 

just got back from Baja

 

Very nice, Cortez side?

 

I was at SEMA today. I had a chance to stop by the SnugTop booth. I was talking with one of their reps. When he started telling me how they were the "best" I shared that I've been very interested in the Outback but that I had real concerns. The rep asked me what they were, so I shared. 1) horrible response lag from the website inquiry to dealer follow-up...which makes you wonder how other service issues would be handled. The rep did an okay job of explaining that away... EXCEPT 2) I busted out my phone and shared this thread. The guy was speechless...not speechless like he apologized and told me he was speechless, speechless like he didn't know what to say. I am so torn. I really like the Outback, I just think SnugTop is not a good company to do business with based on this thread and the bs moves they've pulled with member(s) here. They want serious money for the Outback and I hate the idea of spending that kind of cash with a company charging a premium that won't stand behind their product!

 

Take this to heart: Their product is high quality. Really, truly, take that to heart. The only concern is that their customer service is appalling. It is truly ungodly how demeaning their customer service reps are. Not a bad product, just horrendous marketing and customer service. If you know exactly what you are buying and are prepared to turn it away when you see it attached to your truck then you are fine, just understand that as soon as you drive off the lot you are stuck with whatever you have. That is the sad truth, everything is final once you have accepted the product. Even if it is a high quality product, if it is missing features, or perhaps certain features are lacking in quality, you are stuck with it once you drive away

 

I couldn't agree more! Just like you, I read all the posts and contemplated what to do, but in the end I choose Snugtop because of the quality of their product.

I am very happy with my Rebel but I did buy it from a reputable dealer. Also, I wasn't afraid to walk away from the deal if I found anything wrong with it during the install. I guess that helped my decision. I took so much time looking it over after he install, I thought they were going to ask me to leave.

Also, I recommend you pay by credit card so if there IS an issue, you might have some leverage by going through the your credit card customer service. They have a LOT of influence over merchants, and the merchants usually will want to resolve the issue to the customers satisfaction.

 

It's only a bad product if they sell you a dud and then their customer service (or lack thereof) tells you tough shit.

So, to guard against that - find a world class dealer to buy from and hope all goes well. If it doesn't, then hopefully the dealer will be the one to make things right and you aren't left to the mercy of SnugTop, who clearly doesn't give a damn.