Retrax Allignment Issue

[BWorkman]

Also annoying that one of the people made me adjust the rails to be out of tolerance. They only allow you to be +/- 1/16” out of square from cab (no adjustment) to tailgate. They told me if I adjust the rails in to squeeze the cover tightly at the tailgate that this would fix the problem. Doing so puts them 1/4” out of square. It did not fix the problem. Had to go through this exercise to prove to them it wouldn’t fix it.

I tried this as well moving them both in and out and nothing worked… glad you were able to get the pro locking mech. I wish I had pushed them enough to get that as well. But I ended up doing the pro swap mostly because the metal top doesn’t bounce as much. But glad it worked out for you!

 

[CTK59]

SOLUTION:
So it was incredibly frustrating to get here but Retrax can and will ship you the Pro locking mechanism for free if you have this issue…and if you intelligently bitch enough. The Pro latches on both sides, the One is only on the drivers side.

First off, Retrax is 100% aware this is a problem but can’t really explain how or why it only happens to some units/vehicles. Maybe it’s because I jump my truck? But I digress. What was frustrating is that the initial person I was dealing with in customer service basically said I’m shit out of luck. Their solution was allowing me to pay the difference to upgrade to the Pro which I refuse to pay for because I don’t need or want the aluminum version.

I had to escalate to a guy named Jeremy who finally offered to send me the Pro locking mechanism for free. My argument was basically, “so you know this is an issue, and your way of fixing it is making me pay you more money to upsell me a product I don’t need?” What’s really annoying is that they market the difference between the One and Pro as polycarbonate vs aluminum. They mention in a buried FAQ that the pro locks on both sides, but don’t say anywhere that the One doesn’t or that you might have this issue. So yea, the locks are a big difference between the two as well as the material.

Also annoying that one of the people made me adjust the rails to be out of tolerance. They only allow you to be +/- 1/16” out of square from cab (no adjustment) to tailgate. They told me if I adjust the rails in to squeeze the cover tightly at the tailgate that this would fix the problem. Doing so puts them 1/4” out of square. It did not fix the problem. Had to go through this exercise to prove to them it wouldn’t fix it.

Glad it was resolved, and you are getting the pro lock. Almost went down the same road, but talked to small shop here and they alerted me to the difference (one vs two locks) and recommended Pro. Almost two weeks with it and the aluminum gets hotter than h#ll here in the SW - like wear gloves if you want to open/close it. Also after some light off-roading the cover rolled up and down fine but wouldn't lock on passenger side. Messing with cover to "catch" the lock it shifted slightly to the passenger side and locked. Still new, and getting use to it vs what I had previously but hoping this isn't a ongoing issue.

 

[MAMiller44]

Glad it was resolved, and you are getting the pro lock. Almost went down the same road, but talked to small shop here and they alerted me to the difference (one vs two locks) and recommended Pro. Almost two weeks with it and the aluminum gets hotter than h#ll here in the SW - like wear gloves if you want to open/close it. Also after some light off-roading the cover rolled up and down fine but wouldn't lock on passenger side. Messing with cover to "catch" the lock it shifted slightly to the passenger side and locked. Still new, and getting use to it vs what I had previously but hoping this isn't a ongoing issue.

Lol I’m in Tampa, FL. It gets even hotter here. That’s specifically why I did NOT want aluminum. You have to go with either a poly or vinyl wrapped aluminum here if you want to touch it during the summer.

 

[CTK59]

Lol I’m in Tampa, FL. It gets even hotter here. That’s specifically why I did NOT want aluminum. You have to go with either a poly or vinyl wrapped aluminum here if you want to touch it during the summer.

LOL... I chose to view it as an anti-theft feature!