Prinsu - terrible terrible service

I appreciate your insight OP. I will def make more considerations when looking at prinsu. I think either buying a used one or getting in on the group buy might be the way to go for these that way I don't get passed up like another vendor did to me not long ago.

Coot

 

I bought my rack used and I love it but I have to agree with the customer service issue. I've been trying to buy a wind deflector without a light bar cutout since around November, originally Zach got back to me and said he'd get one to me but then he disappeared. I figured it was because of the group buy but I've tried to contact him a few times since then and not even a response.


Edit: I got in touch with Zach and he's taking care of me. I figured he was just swamped with all the orders and that was exactly the case.

 

Ever since the holidays I have had a lot of problems with suppliers meeting deadlines that had previously been fine. The larger the quantities that I have them produce the more room there is for error until they get the system down. I fully admit that there have been a lot of hiccups and delays that I personally am not proud of.

However, I am doing everything in my power to make things improve. I have not ignored anyone or not sent their order as soon as I was able. I have also been more that willing to process refunds or cancel orders for those that do not want to wait. I am sorry for the experience that the OP has had to deal with and am working to make it right.

 

Zach has reached out to me and made things right. I won't be deleting the post, but I would like people to know that he is taking care of it

 

Glad to hear it. He took good care of me when I tried to install the rack on my Access Cab.

 

Might be a good idea to update the first post with that info. That way people wouldn't have to read through the thread to see that the issue is being resolved.

 

I'm also waiting for mine..It's been like 2 months..Over here waiting still even though the website says 4 weeks..I wasn't part of the group buy either...I even asked him if he can have it ready for me by 2/24 and he said yes and it's already 2/27. I know this isn't his full time job and he's a busy guy and had group buy recently which messed it up for everyone. But when you tell your customer he can have it ready for you a certain date and not deliver on time then it's very disappointing as a customer. It's not like i got a deal on the roof rack either. I paid full price for it and still got nothing. Also finding out he messed up on your order makes me wonder if i'll be going through the same thing. Probably should of just bought a baja rack or rhino flat rack. I have my tepui tent here just waiting to be installed with the new rack.

I'm pretty sure will get bashed on by the people who already received their shipment lol..

 

So should i cancel my order? It's been 2 months..

 

I'm glad he's taking care of it. Everyone makes mistakes including me. But i just want to know when i'm receiving mine lol. Also don't want the screw ups you had on your roof rack. To me the Prinsu Rack is by far the best looking flat rack available and i like how it's modular. I guess i'll wait lmao

 

Is there anything worse than waiting for parts we've paid for? Yes there is, but it still sucks.

Isn't it maddening to send an email or leave a v/m only to have it left abandoned and alone for days and days?

Being a small manufacturer in the US is a tough-as-nails proposition where every staff member is pulled in 9 directions trying to ensure everything goes right....BUT if you are doing things well...more and more folks will want your stuff...and herein lies the rub. They want you because they need you, they want you quick because "they have a trip this weekend", their expectations are off the charts because Amazon Prime...it's TOUGH for a small company.

Prinsu gear is frickin nuts its so good....that's why the OP went after it. Yes it sucks to wait, yes it sucks to not have email responded to, yes it sucks to be waiting and waiting...but man, ordering near custom gear from a one-off builder is NOT THE SAME as buying Smittybuilt or Harbor Freight!!!!!!!!!!!!!!!

All this to say, wait times are just a pain. I bought a fairing for my motorcycle Jan 21 with a 2 week lead time. Still hasn't shown up. But you know what...it's the best option out there and I have to wait. Do I feel "screwed"? Kinda? Maybe? But you know what, if I'm honest, if it shows up tomorrow and I throw it on, I will forget IMMEDIATELY and likely never post a positive review.

No one bats 1000.

I hope that Prinsu gets some breathing room here. I have no vested interest...other than I work for another US based, small manufacturer who deals with the brunt end of this discussion EVERY day. To genuinely and thoughtfully answer questions for a new customer means I/we can't be spending time on an prior order at that moment. No matter what we choose, we suck because "we don't care about new customers" or we suck because "we don't care about orders once they are placed."

This is tough guys. I really hope this gets handled well and it seems it is....with Prinsu stepping up to get OP taken care of.

CBI, Pelfrey, OME, Radflo, All-Pro, Prinsue...the list goes on and on. We NEED these folks and the many like them....our rigs need the best gear possible, even if to crest those mall curbs....let's steel ourselves for the sake of small business in the US.

One study showed it 17x more expensive to manuf. in the US versus overseas. Brutal.

Let's seek more patience if we're able.

 

Couldn't agree more, but here is the rub. OP doesn't seem to get anything happening, watched a group buy happen and folks get taken care of, he is still waiting. Granted we don't truly know what communication happened, but seems OP was dragged along, then posts here about it and then is taken care of. To me it's the communication part that is important. When some one has paid for something, it's only fair they know where their money is.

 

Well i was hoping to use my new roof rack on my overland trip next week. Since i bought a new roof top tent to go along with it. I guess i'll have to sleep in ground tent lol. But yeah i'm patient but it does suck when they tell you it'll arrive at a certain date but it doesn't.

 

Absolutely agree. 100%.
Sometimes, when fighting fires, the largest flame gets the most water. Can't say I like this, but it's often a reality. It's a catch-22 situation at times to address waiting customers, serve troubleshoot situations AND fulfill commitments. No excuses offered here, just saying.

 

So true.

 

i would have to agree with that.

I ordered bamf sliders with a 12 week wait...I hate waiting for parts...I ordered a pelfrey skid and it's been ready for a month but no time to go pick it up lol

 

Sucks to hear about it but I agree with many of the posts on here. We are going after small US companies making a stellar product. I hate that it is going to take a few months to get one but I will still be hoping to grab prinsu racks. From what I have seen they are hands down the best looking rack you can get for the Tacoma.

 

Ditto. Waiting on my BAMF sliders as well but I know going into it there was going to be a 12 week wait.

 

I ordered pelfrey bumper and sliders 8 weeks ago on dec 30th with an 8 week lead time. They called me tonight, its ready to ship.

That earns my return business. I really want a prinsu, i hope he pulls through whatever difficulties hes experiencing.

 

Its unfortunate that the timing worked out how it did but I literally got the part the OP has been waiting on Friday. I got on to TW this morning to check messages and noticed the thread. I was in the process of printing his label and getting the part shipped anyway. Just so happened that his complaints were made public on the same day. I have been communicating with him but since I haven't been able to keep my commitments due to supply problems, He is completely justified and as I mentioned earlier in the thread I wish things could have been different and am working to make sure it doesn't happen again. As always if people have any issues just let me know and I am more than happy to work with them.

 

Sounds good, now lets bring on the spring GB! =) Keep up the solid product.