NEVER again shopping @ ExtremeTerrain - Jeep Wrangler Forum
Jeep Wrangler Forum

Go Back   Jeep Wrangler Forum > Vendors > ExtremeTerrain.com

Join Wrangler Forum Today


Reply
 
Thread Tools

Please support our sponsors and let them know you heard about them on WranglerForum.com
Old 08-13-2014, 12:49 AM
Thread Starter
  #1
Newb
 
Join Date: Aug 2014
Posts: 1
NEVER again shopping @ ExtremeTerrain

I ordered a soft top for my Wrangler at the end of May from Extreme Terrain. I called in to ask a few questions and spoke with a pretty down to earth guy, who helped me out. I was planning on leaving about a week and half after I placed my order to travel across the country for the summer. Realizing that my order still hadn't shipped after the first 3 or 4 days, I thought I better just ship it out to my final destination. Not what I hoped for because I'd prefer not to lug my hard top around with me a few thousand miles from home.

I get my top, assembles just fine. Notice that in the first week, I have a leak. Contact customer service via telephone, left a message. Didn't hear back for a week. Get on the online chat, and am told to take it off and put it back on. Thanks for all that help.. Sent an email, got a reply in a couple of days and I was told that "we called you back and left you a voicemail. Send pictures so we know what you are talking about." Never got that voicemail, and I stressed that. I figure you know what, its not that bad of a leak. I don't have the time to take the pictures, upload them, send them in, try and figure out a return deal all while working 50 hours a week and traveling on the weekends for more work. I'll put up with it, and it really only happens when it rains hard. I knew I wasn't getting anywhere with customer service, and decided to try it out for the remaining 2 months I was out west.

Well it leaked once again, and was just getting worse near the top of the driver side door. Seattle gets their fare share of showers, and especially at night where I am not at a place that has a garage for me to park in.

I recently emailed back expressing my concern, and basically saying I don't want this soft top anymore, or even one like this. It doesn't work for me. The only times that I don't have problems driving with it, is when it is completely and fully assembled on (i.e. not zip off windows or sun top off). When I have the side or back windows off, I can't even get over 20 mph without something getting blown around, or worse yet, having it pop off the top. I have had some terrible experiences, such as my first one on the highway where the entire top ripped off and the bar was smashing up against the side of my jeep. And yes, I have read through the instructions multiple times. Everything is fastened, everything is put on correct. Long story short, just not that well of a soft top design if one was planning on using it to take off the side windows, back window, or top "sun roof" feature.

Getting back to the email, the response I was given was that once again Extreme Terrain had already done their part. I was told "I see in the email we last sent we requested pictures but it looks like we had never heard back from you after that".

This message, as well as a handful of other messages that I have received from customer service give off the impression that they've done all they could do, now its on me to be the problem solver. Thats not how a business works, or at least a successful business for that matter. The customer shouldn't be spoken down to, and thats what I have experienced constantly with Extreme Terrain. I understand I didn't respond back, but at that point in time, I didn't feel like the concern was large enough to raise a fuss about it.

To accompany that message, I was given no option of a refund, no option of an exchange and no option of help, but simply this: "So please contact Bestop about a warranty request for the leaking top..."

I replied and told him how that is not how you speak with a customer, and that the service I had received was completely opposite of what I would have imagined. A week has gone by and still no reply.

Just unbelievable. It started off with the "processing" time of a few days before my order even shipped, than the lack of customer service where I just had to try and push through it, but now when things really go wrong, I receive absolutely nothing from the folks at Extreme Terrain. My business will be taken elsewhere for any and all jeep purchases.

conamo is offline   Quote
Old 08-13-2014, 01:09 AM   #2
Jeeper
 
Stone59's Avatar
 
Join Date: Jun 2014
Posts: 19
The functionality of extreme terrain is awesome but I agree, the customer service is awful! I called about an order confirmation and the guy responded with a very snarky voice saying he'd "send me another order confirmation but I should've received one when I ordered."...clearly that SHOULD HAVE been the case but it wasn't. They need to figure their sh*t out or they'll lose me too.

Stone59 is offline   Quote
Old 08-13-2014, 06:35 AM   #3
Jeeper
 
Join Date: Jun 2014
Location: St. Pete, Fl.
Posts: 346
I had great service from them, found out after I ordered something that we get a discount, contacted the rep on the forum after I order and was already charged and was told that he would take care if it, which it did, the next day I had a credit on my cc. Here is a quote from his message to me
"We have free shipping for all orders over $75 for everyone. We also offer a coupon code exclusively for forum members. I'll go ahead and retroactively apply the 6% coupon code to your order."
Great customer service on his part imo, never called so I can't vouch for phone support.
FlCrkr is offline   Quote
Sponsored Links
Advertisement
 
Old 08-13-2014, 06:46 AM   #4
Jeeper
 
ztman's Avatar
 
Join Date: Nov 2012
Location: central pa mountains
Posts: 2,252
OP, in the time it took you to type your post, you could have took pics and sent them to ET. No need to bash a company because they don't jump through your hoops, and you dont want to cooperate with them because you say your are too busy
__________________
I don't mind spending money, I mind wasting money.

Sold Jeeps -68 CJ, 73 CJ, 80 CJ, 88 YJ, 95 YJ, 11 JK

Current Jeep 16 JKUWW
ztman is offline   Quote
Old 08-13-2014, 07:31 AM   #5
Jeeper
 
Join Date: Jun 2014
Location: St. Pete, Fl.
Posts: 346
Quote:
Originally Posted by ztman View Post
OP, in the time it took you to type your post, you could have took pics and sent them to ET. No need to bash a company because they don't jump through your hoops, and you dont want to cooperate with them because you say your are too busy
I was thinking the same thing, and in all the emails that he sent them not really to challenging to hit the attachment icon and attach a photo. I find it hard to believe in the over two+ months ("decided to try it out for the remaining 2 months I was out west") a person doesn't have time to take a photo and email it, that would have taken less time than it did you write the post here

("response I was given was that once again Extreme Terrain had already done their part. I was told "I see in the email we last sent we requested pictures but it looks like we had never heard back from you after that".) Usually helps to honor a request if you want help on something.
FlCrkr is offline   Quote
Old 08-13-2014, 08:22 AM   #6
ExtremeTerrain.com Sponsoring Vendor
 
XTJake's Avatar
 
Join Date: Dec 2012
Location: Malvern, PA
Posts: 6,005
Quote:
Originally Posted by conamo View Post
I ordered a soft top for my Wrangler at the end of May from Extreme Terrain. I called in to ask a few questions and spoke with a pretty down to earth guy, who helped me out. I was planning on leaving about a week and half after I placed my order to travel across the country for the summer. Realizing that my order still hadn't shipped after the first 3 or 4 days, I thought I better just ship it out to my final destination. Not what I hoped for because I'd prefer not to lug my hard top around with me a few thousand miles from home.

I get my top, assembles just fine. Notice that in the first week, I have a leak. Contact customer service via telephone, left a message. Didn't hear back for a week. Get on the online chat, and am told to take it off and put it back on. Thanks for all that help.. Sent an email, got a reply in a couple of days and I was told that "we called you back and left you a voicemail. Send pictures so we know what you are talking about." Never got that voicemail, and I stressed that. I figure you know what, its not that bad of a leak. I don't have the time to take the pictures, upload them, send them in, try and figure out a return deal all while working 50 hours a week and traveling on the weekends for more work. I'll put up with it, and it really only happens when it rains hard. I knew I wasn't getting anywhere with customer service, and decided to try it out for the remaining 2 months I was out west.

Well it leaked once again, and was just getting worse near the top of the driver side door. Seattle gets their fare share of showers, and especially at night where I am not at a place that has a garage for me to park in.

I recently emailed back expressing my concern, and basically saying I don't want this soft top anymore, or even one like this. It doesn't work for me. The only times that I don't have problems driving with it, is when it is completely and fully assembled on (i.e. not zip off windows or sun top off). When I have the side or back windows off, I can't even get over 20 mph without something getting blown around, or worse yet, having it pop off the top. I have had some terrible experiences, such as my first one on the highway where the entire top ripped off and the bar was smashing up against the side of my jeep. And yes, I have read through the instructions multiple times. Everything is fastened, everything is put on correct. Long story short, just not that well of a soft top design if one was planning on using it to take off the side windows, back window, or top "sun roof" feature.

Getting back to the email, the response I was given was that once again Extreme Terrain had already done their part. I was told "I see in the email we last sent we requested pictures but it looks like we had never heard back from you after that".

This message, as well as a handful of other messages that I have received from customer service give off the impression that they've done all they could do, now its on me to be the problem solver. Thats not how a business works, or at least a successful business for that matter. The customer shouldn't be spoken down to, and thats what I have experienced constantly with Extreme Terrain. I understand I didn't respond back, but at that point in time, I didn't feel like the concern was large enough to raise a fuss about it.

To accompany that message, I was given no option of a refund, no option of an exchange and no option of help, but simply this: "So please contact Bestop about a warranty request for the leaking top..."

I replied and told him how that is not how you speak with a customer, and that the service I had received was completely opposite of what I would have imagined. A week has gone by and still no reply.

Just unbelievable. It started off with the "processing" time of a few days before my order even shipped, than the lack of customer service where I just had to try and push through it, but now when things really go wrong, I receive absolutely nothing from the folks at Extreme Terrain. My business will be taken elsewhere for any and all jeep purchases.
I'm sorry that you had a bad experience with us. Our goal is to provide the best customer service possible and we certainly missed the mark here. I'd be happy to help you with your issue personally and do whatever it takes to make you happy. Can you please PM me your order number? I'll look into your order and get back to you ASAP.
Quote:
Originally Posted by Stone59 View Post
The functionality of extreme terrain is awesome but I agree, the customer service is awful! I called about an order confirmation and the guy responded with a very snarky voice saying he'd "send me another order confirmation but I should've received one when I ordered."...clearly that SHOULD HAVE been the case but it wasn't. They need to figure their sh*t out or they'll lose me too.
I hate to hear that you had a poor customer service experience. We strive to be the best in that area and a snarky comment is the opposite of that. Would you be able to PM me your order number as well? I'd like to look into your order further.

I really appreciate your feedback. I understand that these situations are very frustrating for you guys and I want to make sure that they aren't repeated. I can't do that if I'm not aware of them. I looking forward to PMs from both you. Thanks again!

-Ryan

__________________
Jake R. | ExtremeTerrain.com Off-Road Outfitters
Toll Free: 800-988-4605 | Mon-Fri 10AM-6PM EST
Free Shipping on Orders Over $75!
PM me for our WranglerForum Discount Code (must have 25 posts)[COLOR=Red] or Price-Matching!
👉Subscribe To Our YouTube Channel👈
XTJake is offline   Quote
Reply

Thread Tools

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are Off
Pingbacks are Off
Refbacks are Off






All times are GMT -5. The time now is 03:30 AM.


Powered by vBulletin® Version 3.8.8
Copyright ©2000 - 2019, vBulletin Solutions, Inc.
Search Engine Optimization by vBSEO 3.6.1
User Alert System provided by Advanced User Tagging v3.1.0 (Pro) - vBulletin Mods & Addons Copyright © 2019 DragonByte Technologies Ltd.
vBulletin Security provided by vBSecurity v2.2.2 (Pro) - vBulletin Mods & Addons Copyright © 2019 DragonByte Technologies Ltd.

Jeepģ, Wrangler, Liberty, Wagoneer, Cherokee, and Grand Cherokee are copyrighted and trademarked to Chrysler Motors LLC.
Wranglerforum.com is not in any way associated with the Chrysler Motors LLC