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ICON customer service is terrible! Stay away if you can.

Discussion in 'Vendor Reviews' started by aleja_333, Sep 28, 2020.

  1. Sep 28, 2020 at 10:20 PM
    #1
    aleja_333

    aleja_333 [OP] Well-Known Member

    Joined:
    Apr 4, 2019
    Member:
    #289121
    Messages:
    314
    Gender:
    Male
    Vehicle:
    2019 Tacoma TRD Pro
    I've had some issues with some suspension product since day 1. I reached out to them 3 times already. One over the phone and two over email. The first experience over the phone, the guy seemed to have no interest at all on helping out to diagnose the issue. He just gave me the most basic tips (which I already knew from going through TW forums) and dismissed my concerns.

    The second time over email, I received a response back about two weeks after my initial email request. And after two email responses (which took about 3 weeks to get two email responses), they completely ignored my questions and concerns and never replied back.

    Finally, after several months I had enough with the issue and was determined to get a resolution. So I called them again, didn't receive a call back. I then emailed them again and so far I've received about 4-5 responses with very little effort to get the issue fixed. It's been about two months to get 4 responses from them. They email me and I respond back within minutes (sometimes instantly), and they take 2-3 weeks to respond back. I sent pictures, videos and everything that was requested and now it's been about 3 weeks since their last response. I emailed them 3 times since my last response trying to get an answer and still got nothing back. It seems like their mentality is "If I ignore their requests, they'll get tired and move on"

    For some context, the product was purchased brand new and the issue started the minute after it was installed. I have to disclose this because one of the emails the guy was saying that maybe it was an issue with my truck and not their product. But the truck was completely fine until the minute I installed their product.

    @Icon_Adrian is by far the worst customer service I've experienced and I would stay away if I was you.
     
  2. Feb 22, 2021 at 6:04 PM
    #2
    You're A Great Guy

    You're A Great Guy Member

    Joined:
    Nov 16, 2020
    Member:
    #346962
    Messages:
    15
    Gender:
    Male
    Vehicle:
    2016 DCSB TRD Off Road
    air freshener
    Thanks for sharing, I'm shopping around for a suspension upgrade; this removes them from my list entirely.
     
  3. Feb 22, 2021 at 6:10 PM
    #3
    RadRed06

    RadRed06 Christ Follower

    Joined:
    Sep 20, 2011
    Member:
    #63845
    Messages:
    732
    Gender:
    Male
    First Name:
    Daniel
    Madison, MS
    Vehicle:
    '12 Pyrite 4x4 OR
    Lifted on 33s
    If only you had a overland YouTube channel or a lot of Instagram followers
     
    Shellshock likes this.
  4. Feb 23, 2021 at 2:17 PM
    #4
    aleja_333

    aleja_333 [OP] Well-Known Member

    Joined:
    Apr 4, 2019
    Member:
    #289121
    Messages:
    314
    Gender:
    Male
    Vehicle:
    2019 Tacoma TRD Pro
    I bit the bullet and went with Deaver. What a difference!

    Sure they are more expensive but well worth the $$. I would not hesitate to go that route if you can. Buy once cry once.
     
  5. May 8, 2021 at 9:45 AM
    #5
    itr1275

    itr1275 Well-Known Member

    Joined:
    Jul 27, 2020
    Member:
    #335817
    Messages:
    344
    Gender:
    Male
    First Name:
    Jerold
    San Jose CA
    Vehicle:
    '00 Tacoma TRD Off Road
    Icon Coilovers, Daystar Shackles. Sliders.
    Yeah tell me about it. I've was trying to get some rear shocks built and said send me and invoice and I send you some money. But no response. I finally gave up, but this reminds me that I still need rear shocks.
     
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