|06-18-2013 04:35 PM|
|06-18-2013 04:21 PM|
I just got a call from Tire Rack. They told me they contacted Dick Cepek and that Dick Cepek told them to issue a full refund for the cost of the tire, even though Tire Rack has not received the defective tire yet.
So it seems Tire Rack wants to take credit for the customer service, which I guess I have to give them since they are the ones who issued me a 50% off tire, the one they are refunding the other 50% for. Although Dick Cepek finally told them to refund the cost 100%. This is exactly what I was told about 5 minutes ago. I wish this happened three weeks ago, but at least it is taken care of and I can stop waddling around now.
I guess as far as customer service goes, give credit where it is due, wherever that is.
|06-10-2013 01:48 PM|
|06-06-2013 07:58 PM|
One place that I buy parts from has a one year warranty on parts a labor when installed by them. Took them up on it once when they installed the wrong seal on a hub and the bearing was toast 9 months later, same thing with u joints and other parts.
|06-06-2013 05:57 PM|
|RevCo666||Well atleast you got something to work with. But yeah, buyer beware is certainly something to take into account with DC.|
|06-06-2013 05:45 PM|
Alright, so I spoke with DC at the end of work today. They said the best they would offer is to send it back (which they would take care of) and if they determine it is a warrantable issue they will "credit" me the amount I paid. I told them Tire Rack has a better deal offering me the 50% off tire. At least that wy if they rule in their own favor (which I assume happens 90% of the time) I at least have a replacement. If they decide to credit the other 50% back then awesome, but I wont be holding my breath. So I just pulled the trigger on the Tire Rack offer and told DC thanks but no thanks. After 10 days the Tire Rack offer would have expired, and I would be stuck at the mercy of DC. If DC offered that right off the bat I would have sent it right to them, but after dealing with this since May 28th I dont trust them one bit and will never buy anything from them again.
Moral of the story is, if you are going to trust a manufacturer to replace a defective tire, and use that to justify spending extra cash, dont count on it. Call before you buy a tire from them and make up some crazy story you know should be covered under warranty before you even spend any money on them to see what they say. I am sure some will do their best right away to see what they can do to help. If you call Dick Cepek I can already tell you they wont care.
|06-05-2013 09:56 PM|
Yeah it is nice to know that if you contact Tire Rack with a defective tire that they will do what they can even though they didnt make it. It is surprising that the manufacturer just wants to wash their hands of the entire process and not make sure the people keeping them in business are taken care of.
As far as DC goes, I didn't hear back from them today. I emailed them at about 4 to see if this was dead or if they were actually doing something and heard nothing back.
Normally after a week I would give up since i have better things to do and can afford $100 + to get the 50% off and roll the dice getting the other 50% back with Tire Rack desicion. This time I am in a tougher spot though and know I shouldn't have to put out the cash in the first place. I am currently buying my first house with my wife and have a 7 month old. My wife already wants to kill me with my Jeep half the time. Of course when this tire crapped out I was like "dont worry, these are brand new. There is no way this will cost anything since it is clearly defective" For something that is such an open and shut case I didnt expect such a headache. In case issues arise, that is the only reason I buy name brand. It is also the reason I dont buy them from Joe Shmoe on EBay. Seems so far all that extra cash was a waste this time.
Very disappointing, especially since this is an American Company I am dealing with.
|06-05-2013 09:14 PM|
|1jeeplvr||Ive got the mud country tires & have been happy with them. On my list of the next set of tires there was the D.C. crushers.That was before I read about this nonsense that D.C. is pulling.They def are not on my list anymore.They need to stand by what they sell and there not doing that.Sad|
|06-04-2013 07:14 PM|
|Gunslinger26||Keep me posted on what happens Brother. Reading this thread has given me much needed info on DC/MT tires, and their customer service. I am a new jeep owner and new to this forum, but am about to dump some serious, hard earned, American cash in to my beloved jeep, to include tires. I definitely will not be getting any DC/MT tires now that's for sure. As far as Tire Rack goes, I've been getting my tires from them on all my vehicles for the past ten, or twelve years. Granted, I've never had any issues where I needed to get a refund or anything like that, but the tires were all good and not dry rotted. I've also always received my tires from them in a good, timely manner. I think it's pretty damn cool that Tire Rack is at least stepping up and offering 50% on a tire that clearly DC/MC needs to be footing the entire bill on.... Anyways Brother, keep us all posted.. Sorry this happened to you, and I hope it all works out in the end.|
|06-04-2013 06:32 PM|
|jeepers29||You may not have lost faith in DC, but I sure have. This has been way too difficult to get a warranty issue resolved. IMHO|
|06-04-2013 05:06 PM|
|RevCo666||Fingers crossed over here for ya bro!!|
|06-04-2013 04:04 PM|
Alright, so Dick Cepek wont get back to me. So I took the email chain with the warranty Dept and forwarded it to firstname.lastname@example.org. I figure maybe someone there cares. Kind of a hail mary since I don't even know for sure it is a valid address, although it did not bounce back.
Spoke with Tire Rack again today. They said it does look like a "warrant-able issue". Of course there is a catch. I get a tire for 50% off, and then send back the one I have for inspection. If it is found to be defective (the radial is not damaged as it would be had an object come through the tread cutting it) then they will refund the other 50%. They will only credit up to $25 for mounting/balance/shipping. Although I did get them to cut the shipping in half. So I have the option to do this for 10 days. I told them I would see what response, if any I get from Dick Cepek at this point. I hate to spend money when I know it isnt my fault, but I have to have a full size spare to rotate in before these other tires start to wear. Otherwise if I get a flat in 10k miles I will be screwed trying to mix in a new tire with a posi rear and locked front.
The one catch of all this with Tire Rack is that the tires cannot show any signs of "abuse". I am curious what that means since these tires on Dick Cepek's website are listed for EXTREME Terrain. As far as I am concerned no matter what I do they shouldn't split apart. Hopefully it doesn't come to all that though. For some reason I haven't lost 100% faith in Dick Cepek yet. Although I should say Mickey Thompson since that is who owns them.
UPDATE UPDATE: Right after I sent this Dick Cepek emailed me saying to "hang tight". They are contacting Tire Rack to see what they can do. We will see.
|06-04-2013 11:43 AM|
|ClemsonWill||Wow, this is horrible customer service from both Dick Cepek and Tirerack. I'm in the market for some tires but definitely crossing these DCs off the list. Thanks for posting up. I hope you get your situation resolved.|
|06-04-2013 06:11 AM|
|Mewing8||DC2 rims and 5 Dick Cepek 35 x 12.5 x 15 tires. Now I'm heading back to the drawing board and having to make a different choice.|
|06-04-2013 06:09 AM|
|Mewing8||I am truly grateful for this thread. I was just about to dump a wad of cash on 5 D|
|06-03-2013 11:36 PM|
|RevCo666||Just try to be as objective as you can when writing out via BBB or to the companies at hand. I'd try one last time and maybe even reach out beyond who ever you been dealing with and ask for supervisor or atleast escalate the situation to higher ups. Mention the fact objectively that if you cannot reach a proper agreement that you will be left no choice but to contact BBB as well. Companies who are graded by BBB negatively hurts them for about 4-6 years I think(no super sure). But if you get the right persons attention, you'll stand a better chance at a replacement tire. Sounds like a lot of work for one tire BUT its your hard earned money as far as I'm concerned.|
|06-03-2013 10:01 PM|
|OverkillYJ||I forgot about the bbb. Will do. You never know though. DC hasn't totally screwed me yet... I think they are going to though, judging by the tone of their communications so far.|
|06-03-2013 10:01 PM|
|jeepers29||Not only is Dick Cepek off my list, so is Tirerack. Discount has earned my business for almost 30 years, so no reason to change. This is good info for other members that are tire shopping. Hope one of these companies steps up and does the right thing for ya.|
|06-03-2013 07:50 PM|
Here's some more warranty info from tirerack :
|06-03-2013 07:41 PM|
This is why Discount tire on the forum gets a huge
No questions swap if you have the $30 warranty per tire.i had a BF KM2 that would not balance. Called DT up. Few days later I had a new tire.
They even pay for the mount/balance if you send in the receipt.
That's BS... Hope everything works out for you.
|06-03-2013 07:30 PM|
Put in a complaint to the BBB. That should help, the process isn't terrible and you might get your tire free.
United States and Canada BBB Consumer and Business Reviews, Reports, Ratings, Complaints and Accredited Business Listings
|06-03-2013 07:16 PM|
Oh they got a warranty. Goes without saying defects are covered by every reputable company. Especially when you have 99% of the tread on the tire still.
Dick Cepek Tires & Wheels
|06-03-2013 06:50 PM|
Does it say anywhere about if the tire is 2 months old that they wont cover it? If you could scan and upload here any warranty info, maybe we could find a loophole? I don't know but I feel bad for ya. I have yet to work out any warranty for tires yet and I may not be able to since the PO put on new ones, gave me the paper work and when I asked my local Canadian Tire about it, they said it was only good for the PO??
Anyhow, I won't buy Dick Cepek if it came around to it based on your testimony here.
|06-03-2013 06:41 PM|
Alright, so TireRack came back today and said that they will give me a 50% discount on a new tire since it does look defective, but because of the amount of time that has passed (2 months) they wont honor a warranty on it. I told them that is a pile of crap of course. They dont even have 800 miles on them. On one hand I am tempted to do it because I have no spare now, but on the other hand I cant. I should not have to spend any money to fix this.
So I told Dick Cepek what happened in an email. I said maybe I caught him on a bad day the first time and that was why he sent me that email saying he basically thinks I am screwed. I told him strait up that if they have no customer service in regards to warranties I might as well buy cheap tires from China where I know beforehand I am screwed if anything happens. I also told him I am going to put video of the damaged tire on You Tube and bitch about their customer service I they are unable to resolve this. I am also going to put the same review I put here on other sites warning people. I also did a Google search on Dick Cepek Crushers and sent him a screenshot with an arrow pointing at this thread.
Why the hell is it so hard to get this fixed? I know for a fact other tire manufacturers would have taken care of this last week when I contacted them. A friend of mine had a defective tire years ago from Kumho and they took care of it immediately no questions asked.
These types of headaches make me lose all faith in big companies and the extra money I spend to buy name brand.
|06-01-2013 11:25 PM|
|OverkillYJ||Still nothing. Seems if this gets resolved it will be from Tire rack, not dick cepek. They don't seem to give a crap, at least the warranty manager doesn't.|
|06-01-2013 10:33 PM|
|jeepers29||Hope it works out. This is why I get my tires at Discount.|
|06-01-2013 10:30 PM|
|RevCo666||If I wanted to get a company's attention on this matter, I would forward them a link to this thread. Maybe enough people actually mentioning issues about there tire/service might shake a leg. So far, based on what I read and seen, I wouldn't buy there tire.|
|06-01-2013 10:17 PM|
|1jeeplvr||Bad,bad customer service.Im running there mud tire.|
|05-31-2013 02:53 PM|
|dawhitesJKU||still no response from them?|
|05-30-2013 04:23 PM|
|OverkillYJ||Yeah, I know not all companies are like this. It is the culture of the company you deal with that really makes a difference. Some companies put their customers first, some dont. The guy emailed me back and said that he thinks Tire Rack is going to be difficult to deal with. That doesnt make much sense to me. You dont hire a crackhead to sell a new car, and you dont have a company that you know is difficult to deal with involved in your manufacturer's warranty process if you want your customer's taken care of. That is the whole reason I contacted them direct before ever dealing with tire rack.|
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