TERAFLEX -- be careful - JKowners.com : Jeep Wrangler JK Forum
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post #1 of 64 Old 05-10-2010, 10:06 AM Thread Starter
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TERAFLEX -- be careful

If you send back an item to Teraflex, you MUST follow up with them to receive a credit. If you do not, nothing will ever happen. The girl at Teraflex (Paula) explained this to me over the phone that they will not issue a credit unless you call and request them to do so.

This happened to me after they gave me an RMA and clearly told me that they would credit back my card after two to three weeks. Why it takes so long no one will ever know, but I can guess.... my thought is that they are hoping you forget about it.

This is just a long string of issues I've had with Teraflex.... I used to think highly of their stuff, but it has become clear that once you have an issue, they are nearly impossible to deal with.
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post #2 of 64 Old 05-10-2010, 11:45 AM
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very interesting....

wonder if anyone else has had this problem with them.

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post #3 of 64 Old 05-10-2010, 11:53 AM
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Interested in hearing their response.A question though...
Why would their return process make you question their products? I would still think the same about their products regardless of how their policies played out.

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post #4 of 64 Old 05-10-2010, 11:55 AM
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If that is the way the do business, I wouldn't use them no matter how good their products are. If they issue an RMA number, once they receive your return, it shouldn't take more than 3 days to give you a refund. I've never had to call a company to tell them to issue me a refund. Why the f* would I send it back if I didn't want a refund?


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post #5 of 64 Old 05-10-2010, 12:10 PM
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Quote:
Originally Posted by BigMike View Post
If that is the way the do business, I wouldn't use them no matter how good their products are. If they issue an RMA number, once they receive your return, it shouldn't take more than 3 days to give you a refund. I've never had to call a company to tell them to issue me a refund. Why the f* would I send it back if I didn't want a refund?
Perhaps an exchange, however I agree 100% with most of your comments. Why they would wait on your call to act is rediculous and I'm very interested in learning from them, if that is their policy and why that is in place.

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post #6 of 64 Old 05-10-2010, 12:18 PM
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Quote:
Originally Posted by abendx View Post
If you send back an item to Teraflex, you MUST follow up with them to receive a credit. If you do not, nothing will ever happen. The girl at Teraflex (Paula) explained this to me over the phone that they will not issue a credit unless you call and request them to do so.

This happened to me after they gave me an RMA and clearly told me that they would credit back my card after two to three weeks. Why it takes so long no one will ever know, but I can guess.... my thought is that they are hoping you forget about it.

This is just a long string of issues I've had with Teraflex.... I used to think highly of their stuff, but it has become clear that once you have an issue, they are nearly impossible to deal with.
Did you buy from TeraFlex or from TeraFlexPLUS? That can make a big difference on how it's handled/written up. RMA's are being handled slowly right now, we have hired a new person to help handled this out. Sometimes RMA's do sit for sometime before getting processed, that is issue that is being address. This was due to the individual that had this job has numerous jobs here to do.

will not issue a credit unless you call and request them to do so.
This is not true, many credits are done automatically. Again it just depends on what type of customer and how the RMA was written up. If this was true, there would many customers posting about this issue on numerous forums.

If anyone has a pending RMA, please give our Customer Service Dept a call.


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post #7 of 64 Old 05-10-2010, 12:48 PM
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I've never had one challenge with Teraflex (be product or CS). Sorry to hear you had troubles with them. Maybe you should buy a lottery ticket since you happened to be like the only one so far to have experienced a problem. I mean that's a 1 in 79 so far according to this threads view count.




just bustin ya balls. sorry to hear of your dilemma.

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post #8 of 64 Old 05-10-2010, 01:18 PM
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No complaints here, sorry.

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post #9 of 64 Old 05-10-2010, 01:18 PM
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Sorry to hear you had a problem but in my personal experience, Teraflex has gone above and beyond in customer service for me and I am very happy with them as a company.
Hopefully you can get it worked out.


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post #10 of 64 Old 05-10-2010, 01:26 PM
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Sorry you are having problems with Teraflex. They've always gone way beyond what is normally expected to help me.
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post #11 of 64 Old 05-10-2010, 01:36 PM
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TF has always been great to deal with for me and any issues I have had.. Been top notch company with me..

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post #12 of 64 Old 05-10-2010, 01:37 PM
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Originally Posted by TeraFlex View Post
Did you buy from TeraFlex or from TeraFlexPLUS? That can make a big difference on how it's handled/written up.
What's the difference between TerFlex and TeraFlexPLUS?

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post #13 of 64 Old 05-10-2010, 01:58 PM
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Other than really crappy joints on their first gen. flex arms, TF is has been good to me.

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post #14 of 64 Old 05-10-2010, 02:26 PM
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Quote:
Originally Posted by dayton1999 View Post
What's the difference between TerFlex and TeraFlexPLUS?
TeraFlex = Manufacture of components
TeraFlexPLUS = Local Utah retail store, installs, repairs etc


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post #15 of 64 Old 05-10-2010, 03:14 PM
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2 lift kits & components with no complaints and TF always gets back quickly with any questions....so i hope (and believe) any problems they have had are being addressed appropriately and will be isolated!



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post #16 of 64 Old 05-10-2010, 03:33 PM
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Sorry to hear you had a bad experience. They've always been top notch with me.

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post #17 of 64 Old 05-10-2010, 04:40 PM
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I'm not debating what you said... but I just wanted to make clear that TeraFlex has been awesome to me. I always talk to Joe @ TF and he has sent me replacement bushing, install tools, and so on at no cost to me.... NEVER have I had such GREAT CUSTOMER SERVICE!!!!

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post #18 of 64 Old 05-10-2010, 05:12 PM
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No complaints here. I am happy with their products and the few times I talked to Joe.

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post #19 of 64 Old 05-10-2010, 05:27 PM
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I've had the same issue as post #1 and even Joe said the upper management handled it poorly (fucked up). Maybe they have grown to the point of too much to follow up on and not enough guys to chase it down and take care of in many different departments. who knows.

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post #20 of 64 Old 05-10-2010, 05:32 PM
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Yeah Id have to say that isnt Teraflex's normal practice to screw people over. When my front shock started squeeking 3 weeks after the lift was installed, they sent me a new shock, no questions asked, for free, before I even sent the bad one back. No issues at all. Sounds like an isolated incident.

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post #21 of 64 Old 05-10-2010, 07:19 PM Thread Starter
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Quote:
Originally Posted by TeraFlex View Post
Did you buy from TeraFlex or from TeraFlexPLUS? That can make a big difference on how it's handled/written up. RMA's are being handled slowly right now, we have hired a new person to help handled this out. Sometimes RMA's do sit for sometime before getting processed, that is issue that is being address. This was due to the individual that had this job has numerous jobs here to do.

will not issue a credit unless you call and request them to do so.
This is not true, many credits are done automatically. Again it just depends on what type of customer and how the RMA was written up. If this was true, there would many customers posting about this issue on numerous forums.

If anyone has a pending RMA, please give our Customer Service Dept a call.
Who knows who I dealt with.... I called the number on your website (teraflex.biz) and spoke with a Paula, as I pointed out in the original post. If you don't know who this is.... you might have bigger problems than I am pointing out.

As for your RMA issue.... "sitting" as you stated. Is two months normal or does that seem excessive? Did Paula just feed me a line of bullshit about the requirement to call to actually get the refund processed? She did mention something about the type of customer.... but didn't elaborate. Maybe you treat corporate customers better than individual ones?

Quote:
Originally Posted by TeraFlex View Post
If anyone has a pending RMA, please give our Customer Service Dept a call.
Hello.... are you not proving my point?

It's all good... I just felt that JKO should know that if you buy, then return something to Teraflex, you need to watch out and make sure you get a refund.

.

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post #22 of 64 Old 05-10-2010, 08:17 PM
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Originally Posted by abendx View Post
I called the number on your website (teraflex.biz) and spoke with a Paula, as I pointed out in the original post. If you don't know who this is.... you might have bigger problems than I am pointing out.

good point

In the age of high-volume internet sales, treating corporate customers better than the average Jeeper is bad business.

That being said, I have had very good experiences in all of my dealings with TF. Joe was a big help with my last purchase. Always fast shipping, website always accurate as to what is in stock, and good tech service. Never had to deal with a return though.
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post #23 of 64 Old 05-10-2010, 10:11 PM
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Teraflex sounded like a foreign customer service rep in their reply...LMAO!

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post #24 of 64 Old 05-11-2010, 04:52 AM
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To the OP:
Hope this gets straightened out. If it were me you'd already be posting a "thanks for fixing my problem". I would've PM'd you first and made it right to the best of my abilities within minutes. You would've been my top priority. Bad press spreads faster than good. Buddy of mine is deciding between an RC or TF lift. Little things can have big influences.

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post #25 of 64 Old 05-11-2010, 06:42 AM
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They've been helpful with me. Between CS and a return/exchange, things had gone smoothly. Then again, I was dealing with Carl and he seemed to be pretty much on top of things. You guys (Teraflex) should get him to come back.
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