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Old 09-19-2018, 08:34 AM
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Customer service issues

Moving to the steersmarts section. Seems like the proper place. Maybe my experience helps someone else.

It's a bit of a novel, I'll put it in the next post since Tapatalk doesn't allow me to paste fir some reason.

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Old 09-19-2018, 08:57 AM
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Here goes
My YetiXD story:

had an hd2600 high steer kit with my aev lift. One end was already loose, and my brother was trying to talk me into the griffin. I should have replaced the end and bought the regular griffin. Instead i talked to a nice guy at steersmarts( i think he since retired) and made the decision to spend the money and get the beefier yetixd draglink with the griffin XD. After putting it in we definitely noticed a difference. Road noise in the steering wheel was greatly reduced. that was last fall. This summer we started getting a big steering wobble, not quite death wobble( yes we have had that once with a ball joint issue) but pretty significant. like 4-6 inches of wobble on the steering wheel, very close to death wobble. We had a trip planned so i called steersmarts and determined we wouldn't be able to get a part before our trip. So i had to bite the bullet and spend 500$ at our local shop to put in a synergy draglink which requires a knuckle drill. Wobble was immediately gone. Trip went off fine except for crushing my credit card on the temporary draglink. so i talked to steersmarts and they said they have had problems with the gen1 griffin xd units and mine was one of the gen1 units. Great. How do you know if you have a gen1 or gen2? you don't. apparently they don't stamp or even label them so you could tell. they would have to look at it or go by you invoice date, though I'm guessing there is some overlap on that due to stock out at vendors. So they( Andrew and Justin) promised since I had to drill out my knuckle they would send a complimentary end for the drilled out knuckle. these are normally 179$. Then they change course after I talk to Jay Velthoven and suddenly I am only getting a discount on it. So I have to pay because my wife likes it and I have 600+ invested in it. Jay is one of those guys who will talk down other products and how great his product is. Comes off as a know it all. I'm sure he knows way more than I do, but as a customer I found his attitude off-putting. I wanted to say if his product is so great why am I'm sitting here paying for replacement parts for a failed unit? Bottom line is that I agree it is an awesome product. but obviously they don't have great quality control if they don't even label a gen 2 model, and their customer service skills are terrible. dealing with a company like teraflex or quadratec will really drive home the difference.

lessons learned?
save your parts. the hd2600 would have been fine. its possibly a better product since it uses a more standard end. Do you really want to pay 179$ for an end? If you off-road, they will eventually go bad i would think. And you can then use a regular grifffin. my brother has one and it works fine, even with 37s. And if you have to deal with steersmarts support, expect to be treated like you are stupid and that you are trying to get one over on them. And yes, I have emails to back up all my claims if anyone is interested, which I'm sure you aren't. And if you have a gen1 which is causing wobble? be prepared to pay. they don't even want to advertise they had an issue and are trying to minimize it. But maybe my story will help someone avoid an issue or deal with a current one. Certainly I'll have to order any more steersmarts parts through a third party after this! lol

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Old 09-19-2018, 08:58 AM
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And another thing
You know, stuff happens. I understand sometimes some bad units go out. And it's a good product. One of the things that sold me was they put the smaller Griffin's ( or something similar) in f150s and other trucks. It's a good product. My main problem is the customer service. I don't have time to go back and forth to get an RMA done or be talked down to and outright lied to. I didn't even put some of the laughable stuff in there, but I have all the emails. It doesn't cost them that much to take care of issues if as they say they never fail normally. But they didn't take care of me or Billy and that's two people at one small shop who got the same run around. You may have gotten good service previously, but the old guy (Ron?) Isn't there any more. So I wonder if they really stand behind their products anymore and how many others are having issues that aren't on this board. Certainly they haven't taken care of Billy, and they didn't take care of me fairly either. Good products are only part of the equation.
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Old 09-19-2018, 09:15 AM   #4
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Hello Psychodad, and welcome to the forum.

Maybe you are trying to save me money by "steering" me away from the Steer Smart product, or maybe you just have an axe to grind, i don't know. But it's been my experience that a brand new member and someone with a total of 6 posts, shouldn't expect us to think you have any agenda other than getting even with Steer Smarts.

Just my opinion, do with it what you will.

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Old 09-19-2018, 09:39 AM
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Nope. I've been a member of many forums, including advrider, vtx,and also am an active member of the cjc club. Also I certainly wouldn't say not to buy steersmarts. I have the yeti XD back on. My point was only related to their customer service. If you want to ignore it, that's fine. To call me out though because I've only posted a few times though? Maybe at the very least you could provide some examples of the awesome customer service you got when your yeti failed? Or how you haven't had any issues with yours? Can you provide some actual insight to the issue?

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Old 09-19-2018, 09:43 AM
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Also I don't see how I would want to get even with steersmarts. What I would like is to see them provide better customer service when you have an issue. The products are great and I have the yeti XD back on. It really cleans up the vibration and road noise on those long trip to the Offroad parks. I haven't found a significant benefit Offroad, but it's pretty rocky where we wheel do it's probably harder to tell.

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Old 09-19-2018, 12:37 PM   #7
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Quote:
Originally Posted by Psychodad View Post
My point was only related to their customer service. If you want to ignore it, that's fine. To call me out though because I've only posted a few times though? Maybe at the very least you could provide some examples of the awesome customer service you got when your yeti failed? Or how you haven't had any issues with yours? Can you provide some actual insight to the issue?

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I don't own any Steer Smart products, so I'm unlikely to be promoting or discounting their support.

But imagine yourself moving to a new town. Nobody knows you, and you haven't introduced yourself, yet you walk right into the village square and start bad-mouthing one of the town sponsors. You may be 100% right, but your presentation lacks class and credibility.

Next time, try moving into town, contribute some good will, answer some questions from people who need something that you are knowledgeable about. Present yourself as credible and not just someone who is looking to spread discontent.

Right now you're just some guy with a hard-on for Steer Smarts, and I doubt you're going to receive the response you're looking for.
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Old 09-19-2018, 01:22 PM
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I'm pretty sure being new doesn't make my opinion worthless. Do you dispute that it didn't go down that way? Or did you follow me here just to let me know I'm a worthless newbie?
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Old 09-19-2018, 03:32 PM
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Bottom line. Steersmarts makes good products. I'm invested in the yeti XD draglink and we like it. My only goal posting is to hopefully get steersmarts to treat the next guy a little better. I'm hopeful they will.
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Old 09-27-2018, 01:01 AM   #10
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Interesting, first ive heard. Overclocked and i have one of the first HD Griffins installed. He has many more miles im sure on his. I probably have a grand and theres been no issue with it.
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Old 09-27-2018, 09:46 AM   #11
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On our '18 JK we have a little less than a year and over 15,000 miles on the HD Griffin, zero issues. That Jeep has their track bar, tie rod and drag link.

Our '14 JKUR has run the tie rod/drag link combo (w/o griffin) for 2 years and over 30,000 miles. I had one issue with the DL boot tearing, customer service responded same day and I had one in my hand a few days later.

I'm sorry you've had issues, but my experience with them has been the opposite.
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Old 12-19-2018, 01:09 PM
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Glad you like the Griffin hd. Looking back on it, I wish I had bought the he and added it to my aev flipped drag link( which I think steersmarts makes). My brother has had zero issues with his hd. I ended up getting a replacement XD, and had to buy a drilled end for it because my temporary solution ( synergy) required drilled end. I also bought the stabilizer. Right after we installed it we we're driving up to our first off-road adventure ( green trail scavenger hunt) and the traction control kicked in at 70mph on a sweeper on 83. Then it started doing it alot. After multiple trips to the local dealer I took it up to Adams which is our local expert. He found lots of play (1/2"?) In the Griffin was throwing alignment out and kicking in traction control. So it's back to synergy. I sent steersmarts an email but from my previous dealings in not sure they will help. I guess I may look into the hd at some point, but I'd have to buy that and a new flip link that supports drilled knuckle and the hd sized threads. I think that is their hd2600. Maybe they will swap me but I doubt it. If anyone is interested in a Griffin XD with both end types and a stabilizer, let me know. I think the XD is bad again. Unless they take it back for a swap I'm open to offers.

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