In response to the Dirty Laundry posts regarding us, as you can see from this post (https://www.jkowners.com/forum/showthread.php?t=46718
) , when it is a clear issue, we certainly do not take our responsibilities lightly. If it is our issue we step up and take care of it 110%. We are going to make mistakes as is anyone, so we hope to handle that to the best of our ability, learn from it, not make the mistake again and move on. With all the new employees in the building, we do our best to turn orders around and not make mistakes there either.
In this instance (https://www.jkowners.com/forum/showthread.php?t=49298
) we should have just pulled the order and done the investigation as to why. This is very typical of what we do when something sounds out of character. We do not play the blame game. We are looking for cause and effect
. We want to know why. We want the customer to know why to minimize the likelihood of it happening again. This is the first time we have ever heard of this gentleman's situation so now we have added an internal SOP to cover it. We were in no way shape or form trying to "blame" this customer. We could care less about the cost of 4 bushings. We just want to know why or how so he could go back to enjoying his rig.
We think you fill find that 99.9% of the posts on this forum and any other forum in favor of our customer service. The reason is simple. We truly care about our customers and are passionate about what we do! Sometimes the passion for what we do drives our discussions to get "heated"
. Each and everyday we are learning, evaluating and moving forward with everything we do. Customer service will be no different.
There really are no gray areas in our warranty. Even in the instance of when a customer has threads get ruined over time if the jam nuts were loose and the proper thread preload was not applied, we will typically simply charge them cost of goods, replace their part, try to educate them as to the "why"
so they can make sure it never happens again. Some people might not like that, but the rules of threading are very clear from a manufacturer's stand point. The use of go - no go gauges makes it simple. Threads in mechanical situations are very similar to a light switch. If they are bad, they will be bad right from the beginning. We all bare responsibility for our vehicles setup and maintenance! We do our best to educate and have even posted in favor of other manufacturer's who had a related issue on the forum.
We may win some customers and loose some customers with our policies, but no matter what we will stand behind them, our products, and our customers. This is where we are going to leave it.
Rock Krawler Suspension.