Prinsu - terrible terrible service

Yea man when I ordered my prinsu a little after cbi took over the timeframe was two weeks and well oackaged. The way cbi distributes this product is pretty good at this point with the occasional fluke.

 

Hi everyone, I know it has been a while since this thread has been posted to, but wanted to give a warning about Prinsu's terrible customer service.

I have a top rack, purchased used, for my camper shell. The vehicle was hit by a drunk driver, and warped the side rail.

I called prinsu and asked if I could purchase the replacement parts, as it would be a big hit to have to repurchase the entire rack.

After waiting several minutes on the phone, the customer service rep said they couldn't because they run all the peices through the cutter at the same time in order to avoid waste. He then said that my situation was a "bad deal." He then said, if there is anything else I can help you with let me know. I told him that I was disappointed, and he hasn't even helped me with the first. He then got off the phone.

I then looked at the rack and realized that there are only two pieces that are laser cut. So I called back and asked the same CS rep if I could purchase both peices. I asked him why it was an issue since there are only two pieces that are laser cut, the rest is hardware and extruded aluminum t-bars. He seemed taken back that I called him out on this logic. He then said that they would not sell them individually.

I asked why they would not help, and why I had to purchase another entire rack when it was not my fault that the vehicle was hit. He said that is not our policy.

I then called and talked to the manager, he apologized that the CS rep lied about the reason why they would not sell the side panels separately, but said he would not sell them due to people trying to buy just side panels. I told him that I would be willing to send back my current panels as proof that I am not gaming the system.

After checking with his boss, he told me the best he could do is 10% off a new one. Hardly helpful to someone in a bad spot.

Going forward I will be looking at victory 4x4 and other options. Shame on you Prinsu!

 

Man, folks are harsh on here. OP's story sounds like a nightmare. 4 months? If I forked out that much $ and had to deal with sh*t service for half that time I'd be livid. People rip him for airing it out as if their good experience makes his terrible experience go away. No company is 100% terrible just like no company is perfect, but the good ones communicate and make right when mistakes are made.

I've bought from CBI and had no issues and I've bought from them and had issues. When I had an issue their communication was non-existent. I expect more from a well-known company within this community. OP had a very legit complaint. Good to see the fanbois are still running to poke holes in it or the way he went about handling it

 

Buy from Martin rack , he might even sell you just the sides of you ask

 

So what dude... They don't sell the side plates separately because everyone would source the extrusions, hardware, mounting feet, etc. somewhere else and cut their margin in half. Considering how many knockoff racks are on the market that are a derivative of their design, it makes sense that they would only sell it as a complete system.

You also bought it used, so they don't owe you any warranty coverage which is clearly stated on their website. If you put aftermarket parts on your truck and then get in a wreck, those manufacturers are not obligated to help you replace them. Hey Fox, I wrecked my truck, can I get a deal on some new coilovers? Yeah right... You need to make a claim with the guy's insurance who hit you, or get your aftermarket parts covered under your own insurance.

This is a stupid complaint. It's also silly when people create an account to make one post bashing someone and then disappear. TW should have a rule against that. Like you gotta have 50 posts to cry here or file your complaint somewhere else...

 

Though your deep loyalty is noted, not all drunk drivers have adequate insurance to cover the full replacement value, only fair market value, leaving the victim responsible to cover the balance. And, despite having the choice to make the business decision to refrain from selling me the parts I need, they also risk someone, like me, calling them out, and warning others, when they withhold customer service. You are more than welcome to your opinion, as I am to mine.

 

Customer service, despite your opinion, isn’t breaking their business model to accommodate someone who spent zero dollars with them.

you aren’t even a customer, haha.

 

Warn others of what? That they won't sell you the side plates individually? Everyone already knows that, that's why there are people cutting similar plates and selling them here on TW. That's why Tnutz sells extrusions specifically for "Prinsu-style" roof racks. I'm not loyal to them at all, I don't have one of their racks, I still think your complaint is ridiculous. This is why folks add extra coverage to their policies for aftermarket parts if they want them covered.