Teraflex Plus Disappointing "Customer Service" Experience(s)!

[UNSTUCK]

^^^^ Best post of this thread.

 

[Marshall]

Funny thing is...she still doesn't even know they are wrong, and I'm trying to keep it that way...don't want to screw up a good thing!

 

[Marshall]

Seems to me you should have gone to amazon first since that is where you bought them. If I buy a bad Tv from walmart I take it back there not vizio.

I called teraflex plus first and told them I wasn't exactly sure where I had got them...and was told it wouldn't be a problem either way on the phone. They aren't defective in a structural sense, I just don't own a vehicle they will fit. But you are absolutely correct, if I was positive that's where they came from that is exactly what I SHOULD have done...and it's what I am working on today: browsing bank statements back to September to find the transaction...which is where I would have started if Teraflex had just told me on the phone they don't offer customer service locally... Ha ha ha.

 

[rockdog]

Get used to it. It's an internet thing. Everybody is a bad azz on the net and love to play pile on the poster. Most of em never wheel and don't know which end of the wrench goes on the bolt. I had a bad experience with a gun store in Orem. Told the owner who was treating me like crap while the whole time I kept my cool, I will never buy another thing from you. I've kept my word and it's been years. Didn't say too much to others because I knew their experiences there were probably different and they wouldn't agree.
Chuck em away and just chalk it up to life experience.

yea I know I'm the new guy. Just moved to the state and was looking forward to some good Utah jeepn. The noob run sounded like fun( for no reason more then to meet people and find trails). So after seeing that thread I poked in to this just to see what was what.

Man it was a surprise to see the troll action in this thread. If I wanted to see a bunch Of trolls jump a guy and poke him to pieces I can just log in to pirate. I hope the folks are a bit more friendly in person when I manage to meet some.

 

[Bob B]

Marshall-sounds like you talked to Korey. Ben is the manager. Give him a try if you have any patients left.

What I want to know is, what was your motive for posting this? I have been wronged there, 4 wheel parts, napa, o'reily, and every other parts dealer. I understand your frustrations with tera, PROBABLY more than anyone else here could, and I am NOT judging you or them on what happened as I was not there. I just don't understand your end game. I hope you can find a dealer that can service your needs.


BlackZJ- You are NOT telling everyone the whole story! I know about everything you referred to, and you are leaving out some of details.

 

[Marshall]

My motive was simply to vent (my opinions and experiences) on 12 years of frustration, nothing gets under my skin like poor customer service from a business that relies on money from customers to survive. I have done business with this shop 3 times over 12 years and every time I have received the exact same result. I just discovered my end game: I googled teraflex z boxes as I could not find any history of a transaction in my bank statements, and found out that both Quadratec and 4Wheel Drive Hardware sell them. I called 4wd Hardware and they said "of course" they would give me credit at their list price of around $180, "because it is a product they SELL and it is brand new" even with no transaction history or receipt. Now THAT is good customer service logic, maybe they offer a training course for manufacturers / local dealers? Anyway, all I have to pay is about $15 to ship to them...and then they will probably be returning them to teraflex I assume. So after a trip across the country and back, the z boxes will end up back in the shop I was standing in yesterday...what a waste! Anyway, getting feedback from everyone on here helps me stand outside the situation and put intellect before emotion and then get over it and move on.

 

[jeep-N-montero]

BlackZJ- You are NOT telling everyone the whole story! I know about everything you referred to, and you are leaving out some of details.

Please enlighten me then. And how is it you know so much if you weren't even there or likely never even met me?

 

[Tacoma]

Do you know who Bob is, BlackZJ? The answer might save you some embarrassment.

 

[jeep-N-montero]

Do you know who Bob is, BlackZJ? The answer might save you some embarrassment.

Nope, no friends named Bob, sorry.

 

[I Lean]

Nope, no friends named Bob, sorry.

Maybe it would help you remember if you knew that Bob was the tech who worked on your front track bar at Tera+, for hours AFTER when we were trying to close (on a holiday), FOR FREE, while Dennis and I tried to find you another option to get you back on the road. You wanted to replace the tie rod end in your track bar, but it was completely seized and refused to budge. You waffled on the decision to purchase a used/reconditioned Tera track bar for 50% off for quite a while, until Dennis finally told you to make up your mind so we could all go home.

Ring a bell? I certainly remember it, and I wasn't the one you were following around while Bob tried to work on your stuff.

 

[jeep-N-montero]

Maybe it would help you remember if you knew that Bob was the tech who worked on your front track bar at Tera+, for hours AFTER when we were trying to close (on a holiday), FOR FREE, while Dennis and I tried to find you another option to get you back on the road. You wanted to replace the tie rod end in your track bar, but it was completely seized and refused to budge. You waffled on the decision to purchase a used/reconditioned Tera track bar for 50% off for quite a while, until Dennis finally told you to make up your mind so we could all go home.

Ring a bell? I certainly remember it, and I wasn't the one you were following around while Bob tried to work on your stuff.

I thought he was referring to the transmission pan issue, my apologies.

 

[gijohn40]

I have had 2 very bad experiences with 4 wheel parts... I never posted them here... instead I just don't shop there anymore... plenty of places to get parts from...

 

[RockMonkey]

Maybe it would help you remember if you knew that Bob was the tech who worked on your front track bar at Tera+, for hours AFTER when we were trying to close (on a holiday), FOR FREE, while Dennis and I tried to find you another option to get you back on the road. You wanted to replace the tie rod end in your track bar, but it was completely seized and refused to budge. You waffled on the decision to purchase a used/reconditioned Tera track bar for 50% off for quite a while, until Dennis finally told you to make up your mind so we could all go home.

Ring a bell? I certainly remember it, and I wasn't the one you were following around while Bob tried to work on your stuff.

Wow, Carl doesn't often get confrontational. This thread is awesome!

 

[Bart]

I think TeraFlex is one of the best, if not the best shop around these days. Have only had good experiences and positive outcomes with them. Of course I never bought something from a different company and tried to return it there. I hear Nordstrom's does that.

I once posted about a problem I had with Sheafer's Offroad on Pirates. Paid for Dana 60 CTMs, credit card charged, never received, 6 months. I was blasted severely. Never compare the wrath of this forum to Pirate.

 

[Marshall]

To (hopefully) end this thread I would like to mention that my wife, who did order 1 incorrect part (she still doesn't know it was wrong, please don't tell her) also gave me a mini-spool and a ring and pinion set with a master install kit for the ford 8.8 I am setting up for my ZJ, and they were all correct parts...even got me the correct ratio! Yes, I realize I'm lucky.

 

[Marshall]

I think TeraFlex is one of the best, if not the best shop around these days. Have only had good experiences and positive outcomes with them. Of course I never bought something from a different company and tried to return it there. I hear Nordstrom's does that.

In all fairness, it was a product they actually manufacture and I called ahead and told them I didn't have a receipt, and wasnt positive where it had been purchased, and was told it would be accepted...so its not like I was returning someone elses product, a universal product like a locker, or a used product to them. This combined with my two other negative experiences (which were all simple customer service issues) is what drove me to rant. But I resolved my problem through a third party who was very reasonable and customer friendly. My lesson is learned: If I was ever building a JK, or otherwise spending a large sum of money with them, I'm sure my experience would be different. I will never know.

 

[JoeT]

I think TeraFlex is one of the best, if not the best shop around these days. Have only had good experiences and positive outcomes with them. Of course I never bought something from a different company and tried to return it there. I hear Nordstrom's does that.

I once posted about a problem I had with Sheafer's Offroad on Pirates. Paid for Dana 60 CTMs, credit card charged, never received, 6 months. I was blasted severely. Never compare the wrath of this forum to Pirate.

Thanks Bart!

 

[Bob B]

Please, Please understand I am not trying to be confrontational or try to pick on anyone!


Marshall- I am super glad you found an avenue to remedy your problem. I really am happy you didn't just chuck it and loose your money. You talk about customer service. But in this instance you wanted a company, to which you were NOT a customer, to help you. They have records of every sale dating back for a minimum of 5 years. So if you were a customer, you would have gotten good service. I would hope. I think the fact that you didn't know where it was ordered from and you expected Tera to refund the money in full is a little over the top. If you went to Best Buy and bought a Sony tv and then decided to return it to Sony because they made it and expected a full refund... well I don't think that would go over... plus just because you return it to 4wd Hardware, doesn't mean they will ship it back to Tera or that Tera would take it back. I imagine it will go into stock @ 4wd Hardware. Like I said, glad you got your money back. I'm not trying to "poke" at you.

BlackZJ- I'm not trying to pick on you either! But you sure did throw the neg experiences out there without mentioning anything good. Maybe you didn't remember me working for free. Sure seemed like I was going above and beyond... But I understand the neg is easier to remember than the pos. I get it. This is just a discussion, so no big deal.


My main reason for any posts is not to give anyone a hard time, or defend TERA or ANY other business. BUT when I worked there I tried to take a sense of "ownership", or tried to treat the place as my own business. I hated when customers were upset, and I did ANYTHING within my power to fix the problem. I loved it when they were satisfied, or shook my hand, or came in weeks later and had a big smile when they talked to me. But those aren't the people you hear about.
It takes a long time and alot of effort gain a customer and the happy ones usually don't spread the word. But it seems like everyone LOVE to join in the witch hunt.

Marshall-Let me ask you one last question and I will leave this thread alone. I understand TERA wronged you twice before, but IF Tera would have refunded your money in full, would you have come on RME and praised them?

All and all. I'm happy you got your money back and are not running those z-boxes! :thumbs:

 

[Marshall]

You make a good point, it's always the bad you hear back about...and hope i would have given a good review. I did say good things about 4wd for picking up a ball which was much less theirs. But as an owner of a teraflex product I am inherently a teraflex customer, right? But it is MY fault because I should have learned in the past (from my previous issues) that once you purchase a teraflex product, it's all on you.

 

[Marshall]

This also brings me to the whole reason I posted this here: because I know there are so many people affiliated with teraflex who frequent this forum: owner probably, salesmen, techs, and fans. I know they sponsor this forum and therefore I am really poking at a hornets nest. This is the ONLY place I could bring up and issue and get my opinion to the correct people. Why bring up any issue to people who have no idea what I'm talking about? So, you can take it one of two ways: think I'm just a whiner who is wrong (which seems to be the popular view...ha ha) or actually use customer feedback to improve business.