Posts
98
Joined
6/25/2011
Location
Tucson, AZ
US
Edited Date/Time
7/20/2018 2:33pm
Don't want to derail the other thread.
Disclaimer: I was a huge RMATV supporter growing up in Utah, racing desert, moto and supermoto. I've spent some coin there over the years.
Ordered some parts last week that were supposed to arrive Thursday 7/12. When I got home from work, wife said nothing arrived from RMATV. I checked tracking and it said delivered so I called OnTrac. The customer service rep told me that the driver misdelivered and will redeliver the next day. I called mid-day to check and they said it would be redelivered by 18:30. Of course, it wasn't delivered. Got ahold of RMATV, explained the situation and then have had back and forth emails where they say they're investigating with OnTrac and it would take two business days. That was up Monday 7/16. The result of their investigation was this:
So I shared the tracking page and summarized (again) my interactions with OnTrac:
Asked Tuesday and again Wednesday for an update or call and received neither. Bottom line is that the customer shouldn't be in the middle of the dispute between the shipper and the supplier. In my line of work I have had this exact scenario happen and the returning customer's business and loyalty is worth far more than this single order. Hell, I used RM Cash on this order. I was initially upset with OnTrac (and no question, they suck) but that shifted when RMATV put me in the middle of the issue instead of showing that they value me as a customer. This is a basic customer service issue and given several opportunities to make it right they did not.
Sounds like I'm not the only one who's had issues with RMATV and OnTrac. If RMATV is reading this then take notice that this is affecting your business negatively.
Disclaimer: I was a huge RMATV supporter growing up in Utah, racing desert, moto and supermoto. I've spent some coin there over the years.
Ordered some parts last week that were supposed to arrive Thursday 7/12. When I got home from work, wife said nothing arrived from RMATV. I checked tracking and it said delivered so I called OnTrac. The customer service rep told me that the driver misdelivered and will redeliver the next day. I called mid-day to check and they said it would be redelivered by 18:30. Of course, it wasn't delivered. Got ahold of RMATV, explained the situation and then have had back and forth emails where they say they're investigating with OnTrac and it would take two business days. That was up Monday 7/16. The result of their investigation was this:
So I shared the tracking page and summarized (again) my interactions with OnTrac:
Asked Tuesday and again Wednesday for an update or call and received neither. Bottom line is that the customer shouldn't be in the middle of the dispute between the shipper and the supplier. In my line of work I have had this exact scenario happen and the returning customer's business and loyalty is worth far more than this single order. Hell, I used RM Cash on this order. I was initially upset with OnTrac (and no question, they suck) but that shifted when RMATV put me in the middle of the issue instead of showing that they value me as a customer. This is a basic customer service issue and given several opportunities to make it right they did not.
Sounds like I'm not the only one who's had issues with RMATV and OnTrac. If RMATV is reading this then take notice that this is affecting your business negatively.
Honestly if the shipping company fesses up and says they misdelivered it, then they need to correct it. RM doesnt want to sent out free stuff without confirming it was misdelivered. Its a process and they likely didnt call you because they dont have an update since the last time they contacted you and wont call until they know something.
Have you asked to speak to a manager at RM? At the very least, talk to Bobby (Barbara...referenced in my thread). She seemed to get it/understand customer service.
The Shop
Luxon 4-Post Bar Mounts
$189.95 - $239.95
Free shipping: VITALMX
DeCal Works Huge Plastic Inventory of UFO and Polisport kits.
Anyhow sounds like OnTrac should go away. UPS and Fed Ex deliver my orders just fine.
Big issues with a recent order. When she called the company they said they recently started using OnTrac and that they have had problems with them.
That said, the company rapidly fixed the issue.
"Asked Tuesday and again Wednesday for an update or call and received neither." He gave RM an opportunity to make things right and they dropped the ball. Private feedback is always the way to go, but I have no issues with escalating things to a more public setting if the feedback isn't received.
If RM investigates the shipping carrier its likely the carrier will have to foot the bill for a second order. Sometimes shit happens. In the millions and millions of shipped packages each year sometimes A few are wrong.
#2. If you need important parts for a race bike that's going to mexico, you should order your parts a little earlier. I deal w/ shipping @ my job every day. UPS, FedEx etc. (freight & Ground) lose shipments all the time. Shit happens. Plan for it. Don't blast the company you order from for something that they didn't do. They handled that the way they should have. You just didn't have enough time in your schedule to allow the problem to be completely resolved. These things take time.
Edit: *DISCLAIMER: I have never ordered from RM & am not a fanboy*
I've never heard on OnTrac and get my RM deliveries in Tulsa, OK via FedEx. Seems like OnTrac is the problem, not RM. I would imagine if RM went with OnTrac for savings they'll quickly discontinue the relationship if the service being provided is hurting RM's earned and well deserved excellent customer satisfaction reputation.
Pit Row
Every company (moto/nonmoto) that uses OnTrac I'v called and asked to have it shipped another way but only Rocky Mountain was able to provide awesome customer support and accommodate me. +1 for RM. They have earned a very loyal customer.
In business, you must take responsibility for your subcontractors and suppliers, including their screw-ups.
I purchase a lot of parts from Rocky Mountain and they are almost always perfect in customer service.
Their only weak link in the chain seems to be the On-Track shipping company they use.
OP, you should call them and explain that you paid for parts that you have not received and politely tell them that they need to make good on the purchase, or issue you a full refund. Those are the only two acceptable options in this scenario.
I have had an identical scenario (package lost by On-Track). I did check with the neighbors, then told RM customer service that I expected a replacement shipment. It took maybe a total of two or three phone conversations with RM and they agreed to re-ship (after checking with the carrier). They sent out the replacement within 24 hours.
I agree that this sucks, and OnTrac appears to have screwed up, but it rubs me the wrong way when the first knee jerk response to stuff like this is to go online and put them on blast.
What exactly are a bunch of Vitards going to do to fix your issue? Which leads me back to my original question...
As a retail customer, terms should be FOB destination. He bought from RMATV, paid them, and did not receive the product. This is RMATV's responsibility to correct. They should back charge the shipper and replace the customers items shipped via another carrier.
OnTrac sucks, everyone agrees, SAD!
For the record I love RMATV.
RM chose to use Ontrac so they should take responsibility for when things go wrong. I'm guessing they use Ontrac because they're cheaper.
For those who don't know what OnTrac is, they're shipping company without being a shipping company. They subcontract random clowns that drive around in their personal vehicle and there's absolutely zero standards of service. You may get a good one and they're on time and down the street before you can even get to the door, or you may get a bad one that steals your package, or makes up fake reasons not to deliver, or sometimes the package just sits in the warehouse for days before they decide to move it. You have no choice but to change the way you order. Can you find it on eBay? Can you get it from Motosport? Or, are you willing to wait 1-2 weeks and put in the time chasing it down and making phone calls?
The purpose for complaining out loud should be pretty obvious. Nothing gets fixed is you just mope and keep everything to yourself. Nothing would ever get fixed if nobody talked about things that go wrong.
Post a reply to: Calling out Rocky Mountain