[BradfordRovers]

I had the very same problem with my RE superflex kit purchased less than a year ago. Though RE has sent me new bushings, its the time that it takes to replace them that bothers me. I do my own work, and it would have been nice if RE supplied complete control arms with new bushings already installed on an exchange program.
Customer service is what earns my trust everytime, even if the product is not as good as others. Since the RE dilemma, I've given my business to Roughcountry with a long arm upgrade. Excellent customer service, and support, and in the end, thats what matters to me.

[Hussler]

Originally Posted by BradfordRovers

Since the RE dilemma, I've given my business to Roughcountry with a long arm upgrade.

I want to see some of those kits installed already!!! can somebody step on it or what?!?!

[dbbd1]

Originally Posted by Timberman

Oh! I should note that the control arms which were replaced were chromoly Pro Comp control arms with 50,000 miles on them.. Guess What... They were perfectly fine!!!

Still have the old control arms? We could throw them back on or you could sell them (to me).

[mikesbeachhut]

There are times when people trash the factory style bushings but I dont hear bushing failure with them as much as the poly.Still going strong with FACTORY bushings in my RUSTYS control arms.Thats why I bought them,they ride good,last,cheap,can get them anywhere.

[Timberman]

Originally Posted by dbbd1

Still have the old control arms? We could throw them back on or you could sell them (to me).

Sorry Man, I just had 4wp recycle them when I had the RE kit installed.. I was under the impression I was getting an upgrade and not a problem... Where was I on that one??

[miguelitojeep97]

I know a lot of you are irritated, I am one of them. Keep in mind this is something RE is doing there best to fix. I just received an email from RE telling me they are replacing all my bad bushings AGAIN. To me, this is great customer service.

In a broad perspective, you must look at the business side of things. This sucks for everyone. No one is winning. RE is loosing a lot of customers now because of this issue. This is shame. If anything I feel bad for RE not being up to the standards they have been. I wish them the best of luck.

hope everyone gets taken care of

[bchjeep]

Go currie... no problems! Pay for it once and you wont have to do it over and over and over again! In other words do it right the first time

[Tom95YJ]

Originally Posted by alexr40

NotURMailman he said that he bought the control arms, and had them installed in 4WheelParts


"So, I took it to where I have all of my work done (4Wheel Parts in Portland, OR) ..."

"I was notified from 4Wheel Parts (Portland, OR) that I will be charged full labor to have these bushings reinstalled.. Keep in Mind that less than 3000 miles ago I paid almost $1200 for these control arms (installed)..."

I work for 4wheelParts in Texas in my companys defense Did you pay for the 3/36 warranty when you had the control arms installed ? You do know it covers everything in the suspension no questions asked unless it was modified. If you didn't get the 3/36 of course we wont pay for repairs

[atxzj]

Originally Posted by Tom95YJ

I work for 4wheelParts in Texas in my companys defense Did you pay for the 3/36 warranty when you had the control arms installed ? You do know it covers everything in the suspension no questions asked unless it was modified. If you didn't get the 3/36 of course we wont pay for repairs

and there it is

[dbbd1]

Originally Posted by Tom95YJ

I work for 4wheelParts in Texas in my companys defense Did you pay for the 3/36 warranty when you had the control arms installed ? You do know it covers everything in the suspension no questions asked unless it was modified. If you didn't get the 3/36 of course we wont pay for repairs

Originally Posted by atxzj

and there it is

Interesting...

But it costs extra for the warranty? Or is this an "extended" warranty, vs., say, a 90 day warranty?

[DevEmp]

Originally Posted by miguelitojeep97

... I just received an email from RE telling me they are replacing all my bad bushings AGAIN. To me, this is great customer service.

Great customer service? You go out to eat and you order food... the order gets screwed up so you send it back, it comes back out, and 2 bites into it you realize it's still screwed up, so you send it back again. It's brought out again, and they tell you it's new and improved and exactly what you should have received the first time, and you consider this great service? I don't know about the places you eat, or more to the topic where you spend your money on your parts, but replacing a defective part repeatedly isn't great service, that's just an attempt at meeting the expectations of the original sale. Great customer service would be replacement of the entire control arm by the 3rd set of bushings, and a complete refund by the forth set of replaced bushings. Is this a realistic expectation? Yes, actually, just look at Tom Wood and his driveshaft business. If there's any doubt in his mind that a driveshaft broke because of his workmanship or the parts he used, he'll usually repair it on his dime (aside from you shipping it to him). The same can't be said for RE, and RE will continue to be the target of an increasing number of negative forum threads until they either improve the quality of their product or adjust how they deal with their defective parts.

[Timberman]

Originally Posted by Tom95YJ

I work for 4wheelParts in Texas in my companys defense Did you pay for the 3/36 warranty when you had the control arms installed ? You do know it covers everything in the suspension no questions asked unless it was modified. If you didn't get the 3/36 of course we wont pay for repairs

Sir... I didn't know such a thing existed...

This is an anomaly here; they should fix regardless.. Again, I am really not holding 4wp accountable here.. They could however; fight for me against RE because RE simply doesn't care about one man.. They could strong arm RE to take care of this.. if I knew that they were going to discontinue business with RE as a result of this problem (Nationwide), I would gladly pay the $$$ to have these reinstalled. If this happened I would feel that 4wp cares about their customers enough to cease business with a horrible company (Rubicon express).

I work in a different industry where if something like this happened; the company (RE in this case) would be taking care of this if they wished to continue the business relationship.. Customers' loyalty is paramount and selling a substandard product and it is simply not worth losing a customer for life if you were 4wp..

I also understand that this is a difficult situation for RE to be in, but they should have thought about that before they began sourcing their bushings from overseas.

I have made some headway here though guys because several people I have spoken with over the past few days are not going to be pushing RE products as a result..

I plan on fighting this until I have made an impact!!! "Squeaky Wheel gets the Grease"

Timber

[Timberman]

Originally Posted by DevEmp

Great customer service? You go out to eat and you order food... the order gets screwed up so you send it back, it comes back out, and 2 bites into it you realize it's still screwed up, so you send it back again. It's brought out again, and they tell you it's new and improved and exactly what you should have received the first time, and you consider this great service? I don't know about the places you eat, or more to the topic where you spend your money on your parts, but replacing a defective part repeatedly isn't great service, that's just an attempt at meeting the expectations of the original sale. Great customer service would be replacement of the entire control arm by the 3rd set of bushings, and a complete refund by the forth set of replaced bushings. Is this a realistic expectation? Yes, actually, just look at Tom Wood and his driveshaft business. If there's any doubt in his mind that a driveshaft broke because of his workmanship or the parts he used, he'll usually repair it on his dime (aside from you shipping it to him). The same can't be said for RE, and RE will continue to be the target of an increasing number of negative forum threads until they either improve the quality of their product or adjust how they deal with their defective parts.

Customer Service is not defined by meeting a customer's expectations; it is defined by exceeding them.. Those who practice customer service remain in business for life.. Period!

[Longoddr1]

So has anyone started a federal safety investigation into the failures. I am sure RE doesn't want to see a Federal Recall where they will pay for both labor and parts. It is a suspension component that is failing.
If is is sold as a street legal component it must "meet or exceed" the factory part for wear and tear.

[Strebs]

I've got no beef in this, but this public display of disaffection seems a bit over the top to me. RE did provide replacement parts. From most accounts I've read, they have been incredibly responsible about replacing defective parts. I have to replace defective parts for the things I buy all the time. I purchased a lawnmower a while back. The choke cable broke on it. They sent me a new one and I had to put it on. That's fine.

IMO, expectations are the problem. A lot of people want to buy the lowest priced item possible and expect service like they would get from the highest priced item. If I had purchased a John Deere professional mower then they would have installed the choke cable, no questions asked. But since it was a Home Depot special, I didn't pay for that and didn't get it. I didn't buy the extended warranty either and was stuck with what the manufacturer provided. The mower cuts grass great, and I consider it a good mower, but I got what I paid for.

RE lived up to their end of the bargain by replacing the defective part. YMMV. Sometimes people are inconvnienced by things that happen in life. It's called life, but it's no reason to try and destroy a company's reputation.

As far as sourcing parts overseas, that's a fact of life in business today. If you want a product where everything is made in the USA, then you may have to pay more for it. Sometimes you get a great USA made product for the same price or less, but it's very, very rare. Usually, you've got to pay more for it due to increased labor and materials costs.