Negative Rogue Racing

Discussion in 'Vendor Feedback' started by EXrider, Sep 21, 2015.

  1. EXrider

    EXrider Member

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    I purchased a Revolver bumper from Rogue Racing back in late June, only took a couple of weeks to get it to me in Cincinnati. When the box arrived on the dock at work, it was pretty tore up on one end and completely open and re-taped at the top. I couldn't unbox it at the time because I needed the packaging to be intact to get it home in the back of my truck. I Looked it over and only saw a few minor scuffs on the backs of one of the brackets that wouldn't be visible once installed. I couldn't see the front due to the way its packaged and foamed into the box, you have to tear the box down to get it out. I had the driver note on the bill that there was substantial damage to the packaging and scuffs on the bumper so that I could still file a damage claim if the damage was worse once it was unpacked; little did I know, even accepting the shipment in any condition turned out to be a huge mistake. When I got it out of the box, there were gouges through the powder coat and down into the metal on the front of the bumper.

    It took over a month for UPS Freight to ultimately reject the claim, I found this out on my own by constantly checking UPS's website for the status. I tried calling UPS to find out why but UPS refused to talk to me and referred me to Rogue. After stringing me out for another two weeks and two emails and a phone call, the President at Rogue tells me that they had a meeting about what to do and decided to do nothing, basically that I'm SOL.

    Rogue's customer service certainly could've been better, this drug out over two months with no communications initiated from them. They've only answered my email inquiries about half of the time, I usually had to call them to get an update and whomever I got on the phone, of course, wasn't directly involved and needed to talk to some other decision maker or person in the know who was conveniently not present at the time I called.

    Given the relatively low cost of materials on these parts, the profit margin and the volumes involved, I was hoping that Rogue would help me out a bit and win me back as a happy customer in the end, but clearly they could care less, they already got my $2,500 and told me to kick rocks.

    Let my mistake serve as a warning: don't accept a shipment of ultimately unknown condition and don't expect Rogue Racing to help you out in any way beyond filing a basic claim with the freight carrier (who was UPS Freight in this case). Also note that UPS Freight will likely take the maximum 30 days to even acknowledge your claim only to ultimately reject it. In the end, I was at least hoping that they'd concede to ship me (at my expense) a replacement part in exchange at their cost of materials or some discount, but no.
     
  2. KaiserM715

    KaiserM715 Kaiser Söze Staff Member

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    Normally these threads are supposed to be between the OP and the vendor only, but I will make an exception and respond to to your post from Facebook. The implication that is being made is that the forum staff would bury a negative review for a vendor simply because that vendor has a paying membership here. Nothing could be further from the truth. Based on your number of posts (12), I would say that you don't know us very well. We are very light on moderation and it rare for information / posts to be deleted (spam, personal information, racist, etc.). That being said, we take feedback on vendors seriously and have even kicked one or two for low quality products or bad customer service. In short, your allegations are unfounded.
    @BIRDMAN
     
  3. EXrider

    EXrider Member

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    Thanks, I appreciate your candor and honesty.
     
  4. KaiserM715

    KaiserM715 Kaiser Söze Staff Member

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    As a follow-up, the expectation is that you (and/or Rogue) will provide updates based on whatever resolution ya'll come to.
     
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  5. BIRDMAN

    BIRDMAN Birdministrator Staff Member

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    I would like to echo what @KaiserM715 said. Our approval process for feedback threads are in the best interest of everyone involved. Do not confuse the process for a form of censorship. Mainly, we place feedback threads into approval since many times negative feedback threads are drafted with emotion rather than facts. We aim to involve both parties, make sure the complaint is clearly written, and avoid the posting of personal information, inflammatory statements, etc.

    In my opinion (if you want it), the only aspect of your story than can be construed as negative is if it truly did take 2 months to resolve the issue with little or no communication initiated by Rogue Racing. That stinks, and I would be frustrated as well. Grounds for a full on facialization on every form of social media you can get your hands on? Maybe not.

    UPS is ultimately to blame for jacking up your bumper. You may also bear some blame for not properly inspecting the package before signing for it. In either case, it sounds like it was a learning experience. It sounds like there were a series of unfortunate events that lead to your disappointment. In my eyes, Rogue's responsibility was only to initiate or assist in initiating a claim with UPS, and communicating with you to the best of their ability. Beyond that, I don't think it's reasonable to expect that they will replace or repair your bumper at a reduced cost. It would have been nice of them, sure. But by no means their responsibility. We assume it left their dock in perfect condition on its way to you, and with that, it was no longer their problem to be honest.

    What I would have done is let the UPS claim run its course, and then realized at a certain point that I got dealt a shitty hand. Rather than blaming everyone else around me, I would have dusted myself off and contacted a local powder coater. I'd bet that for no more than $300 you could have had a flawless finish restored. Or better yet, take it to Line-X and have those guys fire up the spray gun for $150. Good luck.
     
  6. EXrider

    EXrider Member

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    Just an update, we settled on a mutually beneficial deal of me paying for the replacement part and them giving me a credit for the expense towards a rear bumper. However, they told me they're real busy and its going to take longer than my previous order to send out the new parts, still waiting on that.
     
    Last edited: Oct 13, 2015
  7. Jimbo

    Jimbo Mad Frog Mattis

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    @EXrider - just checked into the order and the bumpers are at powdercoat. Should be back in about 4-5 days and then we'll get them shipped off to you.

    Thanks for the business and post some pics after you get them on!
     
  8. EXrider

    EXrider Member

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    Thanks for the update Jim!
     
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  9. EXrider

    EXrider Member

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    I received the replacement bumper on 10/28 and unpacked it last weekend, the box was completely intact and everything was packed very well this time around. Everything looks good, hopefully the weather doesn't turn to crap and I can get some time to install them next weekend.
     
  10. Jimbo

    Jimbo Mad Frog Mattis

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    Glad everything came in. Hurry up and get it on and post some pics, it's been a week already! :snoopfacepalm:
     
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