Issues with ARB

Thanks to the wealth of input and knowledge from this forum, I found a suspension package that suits my needs. I'm fully confident the suspension will be great, but I still don't have the correct product.

I purchased the OME-TAK package from Toytec on the 13 of last month, and got the product within 5 business days. I found a shop I like and trust to do the instal. I cut Christmas short in order to get back and have the components installed. Last Friday, while installing the components, the shop (which is great BTW... PM me for info if you live the in Austin, TX area) called me to inform one of the rear shocks was mis-packaged, likely by OME manufacturer. This is a pain in the ass, because I'm sending my wife off to the hills of Kentucky in my truck here in a couple of days. She needs a good winter vehicle, but my truck's suspension needed to be overhauled beforehand. That said, shit happens. We are all humans; we all make mistakes.

I speak with Toytec that Friday, they tell me the issue is being resolved. Monday comes, I don't hear from anyone. I call Toytec again that afternoon. They tell me to be patient, which pisses me off. He gave me the name and number of the person at ARB who Toytec turfed the issue to. I called ARB once before, earlier on Monday. They told me that they did in fact get correspondence from Toytec about the issue. I call ARB again, to speak with the man who supposedly is handling the issue. He doesn't answer, so I left a voicemail. It is now Thursday. I still have zero correspondence from anyone regarding the correct product I need to drive my truck. I'm 100% pissed off.

I finally spoke with someone today from ARB who is in charge. He tells me that only three business days have passed since he has received the ticket, and that I need to be patient. He tells me that they'll overnight it today, but assures me that I won't pay for the additional fees.

I can't believe how shitty the customer service is. I know Toytec didn't create the issue, but I'm still their customer. Why weren't they providing any assurance that the issue is getting fixed, with expediency? This IS ARB's fault, and I had to pull teeth in order to find out if anyone is working on a solution. I'm not sure ARB gave two shits, much less had any urgency to remedy the issue they caused.

Sorry for being bitchy, but I'm pissed off. Please don't let people or companies blow you off in response to their errors. Money doesn't come easy. I'm trying to fix my truck so that a family member can be safe. These companies need to show some damn respect and gratitude to the consumers that keep their business afloat. If anyone else has had issues with ARB or Toytec customer service, I'd like to know.

 

It was a shock for a different vehicle. They are going to send the correct shock, eventually.... I just have to be patient. 100% bullshit. Not how I would run a company.


BTW... they asked me if a flashlight would fix the inconvenience. I shit you not.

 

Sorry it happened. First:the initial correspondence happened on Friday. So nothing probably happened till monday. So you didn’t even give them a business day to get emails and phone calls done. Two:most companies it will take 24-48 hours to get the correct folks involved to remedy issue. So let’s say that started Tuesday. That would be by Thursday. So imo if it takes 5 business days or so to fix the issue that’s pretty standard since your having to deal with two different companies and two systems of how these issues are handled. It sucks but is the nature of the beast sometimes.

 

Yes. It does suck. Toytec told me and the mechanic on Friday that the issue was reported to some ARB rep. I don't think it is standard to take 4 business days to remedy an issue with delivery of the correct product. Good companies don’t operate that way. In my line of business, I’d be without a job if I responded this sluggishly to a mistake on my part.

 

It doesn’t help that its the holiday season and if anything like my workplace we have mass vacation time being used and an 80-100 person work crew turns into a 10-14 person work crew for 2 weeks. Food for thought...

 

Prime example of why, unless something is broken that immobilizes the vehicle, it's good to plan major work well in advance of any trips.

Ordered a month earlier, yes, it would still be a screw up, but half your frustration is the timing of trying to get your wife on the road safely.

And no, it's not stellar customer service, but I will suggest that these are small outfits and we are in the midst of holiday season. We're not talking Amazon or Nordstrom grade returns/exchanges here.

 

I’m sure if this wasn’t screwing my wife’s travel plans for school, I’d have a more understanding attitude. I also know the issue was forwarded to ARB from Toytec because Toytec told me so last Friday.

 

^this

plus people taking time off or business being closed for the holidays. There’s usually a backlog upon return.

it sucks but doesn’t seem unreasonable to me.

if I order something and it’s going to be a bit before I install or I’m on a deadline I check everything immediately upon arrival.

 

This great shop wasn’t smart enough to go find a rear shock(locally) that could get you up and running can always put the shock on once you receive it. Just an idea.

 

I definitely didn’t figure receiving the incorrect product into the equation. I called multiple times starting Monday. I finally spoke to someone in charge yesterday who told me they are overnighting it. That probably would not have happened if I had not been so insistent. I’m not ok with this level of customer service. For people that value customer service, this post is to share my experience.