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Old 05-21-2016, 11:36 AM
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Quadratech cant get my order right WTF quadratech never again

Ordered a 748$ Terflex 2.5 lift, paid for faster shipping and only received the shocks. Chatted with their service after hours and got the answer we can only trace call back again. Wait 10 days, we will try and trace a box that they never shipped

Finally got a hold of a customer service rep who swore they would have the rest of the kit to me Saturday morning.... Saturday comes and only shocks arrive again

jeep torn apart and customer service over the weekend is useless, you can order but you cant get anything fixed

Take your money send wrong stuff great business model

WTF quadratech, now i have a torn apart jeep an no hope they can actually fix the order.

I am livid

2015 JK Rubicon

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Old 05-21-2016, 11:41 AM
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Even order the nice slush matts, I will be sending those back as unless they fix this i never want to see a quadratech logo again

You guys need to look at good vendors like revzilla, summit, amazon and see how customer service should work

Since I cant get a hold of anyone will be stewing all weekend

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Old 05-21-2016, 12:58 PM   #3
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Hey there,

I am very sorry about this! I believe we spoke in chat on Thursday night after you spoke with Bailey in chat. I was out of the office yesterday. As you stated with it being Saturday I can't contact the warehouse to see what happened, but will have more info for you on Monday. I know that's of absolutely no consolation to you since your rig is apart right now. I'm going to speak with the warehouse and Customer Service Manager on Monday morning to see what can be done. I'll get back to you at that point.

Thank you very much and once again I am very sorry about this!

-Rick
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Old 05-21-2016, 01:12 PM
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I have emailed B wilson, and he is supposed to help fix this and sent pictures of the boxes.

Unfortunately:
1. the first order was incorrectly shipped and it was an 800$ order with the mats
2. The first contact with customer service via chat leaves a horrendous taste in an already upset person
3. The fix action was again incorrect, and will require me to ship back the extra parts
4. the car that was supposed to be ready and aligned Saturday is now down until late Tuesday at best, and i cant get another alignment appt until Friday or saturday so I lose a week of the car
5. I have little faith of getting it correct since you tried twice and failed
6. This is a new Jeep and there would have been many more orders aka lights, tops, accessories but can you tell me why I would ever order from here again?
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Old 05-21-2016, 02:10 PM
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My real questions are:

1. How did you get it wrong the first time? (it was only 2 items)
2. How did someone not send all 3 boxes?
3. Knowing there was a problem, and that the fix required a managers approval, how
in the world did you get it wrong again?
4. Do you have shipping metrics?
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Old 05-21-2016, 02:22 PM   #6
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Calm down OP, mistakes do happen, Quadratec will make it right. Don't go postal, you are talking about a few jeep parts
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Old 05-21-2016, 02:29 PM
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I am calm, but very unhappy, and now have a lot of time on my hands. It seems like many are just ok with tons of mistakes from the company. I should have searched better
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Old 05-21-2016, 02:29 PM   #8
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Every time I've ordered from them multiple items. They always ship separate boxes. I think a lot of times their parts get drop shipped from the manufacture. They're a good company. I'm sure they will make it right.
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Old 05-21-2016, 02:36 PM
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Of course the parts will eventually come, of course the jeep will be back together, of course its just "a couple of parts" but come on this isn't how it should work. Two tries really, that says alot
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Old 05-22-2016, 12:00 AM   #10
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Quote:
Originally Posted by Quadratec View Post
Hey there,

I am very sorry about this! I believe we spoke in chat on Thursday night after you spoke with Bailey in chat. I was out of the office yesterday. As you stated with it being Saturday I can't contact the warehouse to see what happened, but will have more info for you on Monday. I know that's of absolutely no consolation to you since your rig is apart right now. I'm going to speak with the warehouse and Customer Service Manager on Monday morning to see what can be done. I'll get back to you at that point.

Thank you very much and once again I am very sorry about this!

-Rick
I inbox messaged you should I created a forum instead? I'm new to the forums.. I also wanted to place an order.
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Old 05-22-2016, 12:09 AM   #11
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Originally Posted by dbr12 View Post
Ordered a 748$ Terflex 2.5 lift, paid for faster shipping and only received the shocks. Chatted with their service after hours and got the answer we can only trace call back again. Wait 10 days, we will try and trace a box that they never shipped

Finally got a hold of a customer service rep who swore they would have the rest of the kit to me Saturday morning.... Saturday comes and only shocks arrive again

jeep torn apart and customer service over the weekend is useless, you can order but you cant get anything fixed

Take your money send wrong stuff great business model

WTF quadratech, now i have a torn apart jeep an no hope they can actually fix the order.

I am livid

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Your mistake was scheduling on an internet order. If one piece was back ordered it would have had the same results.

Wait until the parts are in hand before you take it apart.
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Old 05-22-2016, 12:30 AM   #12
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If I was the owner of Quadratec, I would call my people on the weekend and find out WTF? One thing I found from having my own business is that a satisfied customer will tell a couple of people about you, a dissatisfied customer will tell 10 times that many about you. If you screw up, make it a priority to fix it. What's difficult about that?
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Old 05-22-2016, 09:10 AM   #13
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If I was the owner of Quadratec, I would call my people on the weekend and find out WTF? One thing I found from having my own business is that a satisfied customer will tell a couple of people about you, a dissatisfied customer will tell 10 times that many about you. If you screw up, make it a priority to fix it. What's difficult about that?
X10!!!

Plus, there's a lot more time, effort and money spent to get a new customer than there is to keeping an existing one!!!

Dennis
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Old 05-22-2016, 09:39 AM   #14
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Come on really, they are not my number one go to store, that being said every place makes mistakes. They will fix your order I have no doubt. However it's not their fault you rig is down for a week. Shit happens could have been the manufacturer, shipping any thing can go wrong when you order parts from anywhere.
Besides who the hell takes a working rig apart without the repair parts in hand.
Been there done that years ago, a hard lessen to learn. But you'll never make that mistake again.
This one is on the op. Not the store
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Old 05-22-2016, 09:47 AM   #15
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DRB and DR , are you the guys at the airport screaming at the gate attendant when your flight gets cancelled. Things happen, get over it. Things will be made right. Calling someone on the weekend wont solve your problem
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Old 05-22-2016, 05:43 PM
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Love the defense of a company that made 2 bad tries at a simple order. At least you guys are loyal. Cant wait until you guys are on the other end of a similar situation.

I should have done more searches since it seems fulfillment is getting worse with bad shipments lately per google, yes my fault, should have searched more. Called in the order over the phone and verified stock before the internet order. Ordered inet since i wanted to look at a few more things, guess i trusted better vendor experiences.

Yes, have learned through these threads Quadra website is bad and will let you order "out of stock and back ordered parts". Guess I got used to the experience at Amazon and Revzilla where you can tell if its in stock and how long it will take. These days there is no excuse for a clunky website, or allowing backorders, unless its a revenue grab.

I had half the kit in hand and a promise from Quadra the other parts were enroute, why wouldnt you start on a 4-5 hour job. Learned another lesson there, apparently jeep parts customers are ok with errors and delays.

The metaphor about screaming at a gate attendant doesn't match here, I am posting a negative first experience in the vendors area, which in that metaphor would be going up the chain at the airline, expecting the airline to fix it and understand the inconvenience caused by their mistake. True to the metaphor I fly other airlines if possible if unhappy with the service or "experience" with one. SO in this case if Northridge or 4wd or amazon are equal to even higher in price to 20% it is probably better to choose the competitor.

My numbered points are things I would expect mgmnt to look at and evaluate.

I understand a few mistakes on orders over time, but come on, after an issue is highlighted, an knowing they are losing the profit from the original order via the shipping costs how can you not get it right.

Here is a good example of customer service, a faceshield 200$ for a 800$ helmet was shipped with a large scratch in the optic line of sight. One quick email and a new one one was on the way in time for a track day while the bad one was passing it the other way via ups. No we cant find it, no wrong piece, no its above my threshold, no excuses. Revzilla all the way , if your a biker Ducati 959.

So with them even if a competitor is cheaper by say 20%, I will still use revzilla since they have built a relationship. I'll pay more since I know if there is an issue its fixed FIRST TRY.

I also know these posts do nothing, doesn't help my order or my case, or my persona, unfortunately the common sense side of my brain is CLOSED until Monday and there's nothing i can do to fix it until it reopens, just like a particular warehouse...
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Old 05-22-2016, 10:12 PM   #17
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I had half the kit in hand and a promise from Quadra the other parts were enroute, why wouldnt you start on a 4-5 hour job. Learned another lesson there, apparently jeep parts customers are ok with errors and delays.
I'm with you. A first time mistake is for sure forgivable, a second one followed by "Sorry now you've got to wait til Monday," does not cut it. A company that values your business should make an exception and wake the whole house up on Sunday to get the job done in this instance. I guess they're so successful that one customer doesn't matter. No, make that two, I won't order from them.

I hope they sweeten the deal for you.
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Old 05-23-2016, 08:51 PM   #18
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Hey there,

I am very sorry that this has occurred. We looked into this further. It seems our remote logistics warehouse pulled just the shock box on the original order. Then, again on the order we shipped to you Friday for Next Day Air Saturday delivery they did the same thing. We spoke with them today to make certain we ship you the kit itself, not just the shocks. It shipped today and you will see it tomorrow.

We'll provide you with store credit as well. I'll PM you the details regarding that tomorrow.

Please let me know if there is anything else I can help you with.

Once again, I do very much apologize that this has happened.

Thank you & I hope you have a great night!

-Rick
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Old 05-24-2016, 02:40 AM   #19
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Well there you go.
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Old 05-25-2016, 12:23 AM
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The parts did arrive and its 1pm and just finishing up. Was actually completed at 830, then noticed the back wheels were slide to the drivers side more than expected(not resaler issue). Did some searches and most said loosen retighten and sometime ditch the relocator until you can get adj track bar. This kit has the axle mounted track bar relocation and it slid the whole unit left too far, in the lower bolt it was coming back and with out it it was still dead nutz even 2.5inches measured from a level center tire to center fender. So I pulled it back off.


The parts arrived, missing a few washers and the box was rough but that is on teraflex ( washers) and shipper since box 2 of 2 is 60+ Pounds.

So I am back together, calmer and getting an alignment tomorrow I hope.

What i learned:
1. Quad is not amazon, don assume its on time and complete
2. call to verify stock, and order while on the phone.
3. If there is a problem just wait until normal hours, there is nothing the chat line will do
4. search forums more


Its resolved , thanksB wilson and all for tracking and getting the third box shipped and out.

Regards,
DB

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