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Right, of course, no harm in that at all. We would just want to see these pictures so we know what to look out for.

 

I agree. So put up a picture of the chipping powder coat and bent groovetek so I can see it for myself. Maybe it will convince me to look elsewhere for a roof rack, maybe not. But at least there is visual reference to help form an opinion for myself....

 

Yes, I see your point, thank you. Pictures will be the best for having others avoid the issues you ran into.

 

A picture is worth a thousand words ... or 27 posts.

 

Yes, I understand, it is just that many individuals like to see the pictures to make sure we are talking about the same thing and make sure we do not make the same mistake. Definitely good to know info.

 

My handles hold all of my 240 pounds.

 

Hey Mark,

I vividly remember our conversations, from the countless hours we spent on the phone and email working to assist you in getting your rack installed properly. Believe it or not, we do strive to offer the best customer service possible. During these conversations I don't recall hearing anything about the missing 'upTOP Overland' engravings. The engravings like you see on Brandon (@CttAznRanger) are from Day 1, Brandon has been a big promoter of us since Day 1. At this point in time, all racks ship with a simple, subtle 'U' as our racks are quickly on their way to being iconic and we do not feel we need a big logo to spread the good word.

When you reached out about your bent grooveTEK you said that you strapped kayaks to the roof. Now it's either a bungee cord or a hammock? Something is not adding up.



If you had reached out we would have recommended you attach a hammock to the handles as they are securely bolted in in two spots and this has been test by my large 200 pound ba-donk-a-dong. grooveTEK is only rated for bungee cords as I had advised you in a follow up email and has also been on our FAQs since day one.

Had this been attached on the handle, there would not have been an issue.

As you can see in our picture and video the hammock is attached to the handle. Handles are tied in with 550 cord and backed up by metal retention wires with crimps. The handle itself is cast aluminum. As a system it is infinitely stronger than the grooveTEK which is intended for Bungee cords.

They may not, but I do.

Mark, To be fair, I offered you a resolution and a reasonable one at that. However, you didn't like the answer.

I never received a pic of a hammock. Only a picture of bent grooveTEK facing outwards towards the sides of the truck which clearly could not have come from strapping down a kayak as you stated.

We are constantly evolving. You got the latest and greatest. Our old logo wasn't that cool anyways (sorry @CttAznRanger)

Where is the rack chipping. This is the first I hearing of this?

We are sorry to hear that.

We are a young company. We have an incredibly dedicated team here making all of the racks by hand. By in large, most racks leave in the allotted 8 week time frame. But for lack of a better term, 'shit happens' and we can't always make up for lost time. We apologize for the delays but I can assure you it was not for any lack of effort.

Mark, it is clear that you did not give us the full story. We cannot help you if you do not help us help you.

I'm sure you'll get a kick out of this but we are yet again, running behind. We have had overwhelming orders from all of the great upTOP customers and we can not thank you enough. Additionally, YRC Freight lost our load bars for 17 days. Things like this are totally out of our control but we do everything we can to pivot and resolve issues as quickly as possible.

You're welcome.

He is wise.

That's fair, I only respond to people that tag me as well.

They will, we have some experience. About 100 nights a year in a tent kind of experience.

Thank you for the story time.

If anyone else needs assistance. You can email support@uptopoverland.com and we will see to it that you get taken care of accordingly.

 

#CustomerService.
If anyone else is wondering what it would ACTUALLY look like when strapping stuff to Groovetek using ratchet straps, my Groovetek is totally janky because of it. Of course, Drew and Micah got me sorted out right quick.

 

I do appreciate the response . As I said is What it is . At the end of the day we all enjoy using the items and in real world situations things happened and I don’t expect it to stay perfect forever but for being such a new product I wish I could of worked out something for replacement but unfortunately not in the cards. Thank you Uptop for your response .

 

Well I just wanted to say I love my new rack and @upTOPoverland had been absolutely top notch in all of their support and answering my questions.

It is much more quiet than the oem rack I had on before installing the bravo rack.

 

they messed up my order by sending me the wrong parts. Called them and got it delivered the next day with a few free patches and a hat. No one is perfect and sometimes mistakes happen. I have nothing negative to say about them. Really good customer service.

 

That's what I like to hear!

 

hey @upTOPoverland can you mess up my next order so I can get free patches too LOL... just kidding...

I have been nothing but happy with my rack, and the accessories from upTop. Sadly there are some people who will never be happy, no matter what. and when i think about going back into business for myself, and I see comments from people who can not be pleased. it reminds me why I am closed the dry rub company down, and makes me hesitant to reopen it, or start a new venture.

 

dry rub? like for smoking meats and stuff?

 

My truck w alpha rack

 

...

 

The amount of positive messages and support we get from the community out numbers the negativity by a long shot. Everyday I get tons of DM's on social media from people showing me their awesome builds! I enjoy talking about what people have done to their rigs, where they have taken it, and just connecting to all the great people in our community.

When you choose upTOP we want you to know we all work extremely hard to make sure everything we do is held to a standard of excellence. There is no cutting corners from us we want you to get a high quality product with top customer support.

Most importantly, thank you guys, we could not do it without you! It was great to read all the positive comments and support we received over the weekend.

 

yep...

it was used to help one team take first place in ribs and secure there grand champion win for $50,000 in a KCBS cookoff. previous best was 3rd in ribs...

 

I don’t think I’m at 11 yet, but it feels like at least 30 hahah.

 

@upTOPoverland .....my fairing hardware did not come with washers, but your instructions diagram shows washers are to be use on mounting the fairing.

Do I not use washers or do I just go buy some lock washers and install the fairing?

I have the universal light cut out fairing.