Posts
5
Joined
8/14/2019
Location
Virginia Beach, VA
US
Edited Date/Time
8/19/2019 5:21pm
Has anyone else had any issues with Rocky Mountain ATV/MC? In the last month and a half or so they have shipped me the wrong part twice. Each time it was their fault. The website said a part would fit, but it wouldn’t. They have found on both occasions the website information was wrong and not labeled correctly. Everyone makes mistakes and I’m not upset by that. The problem lies in the exchange for the new part. They tell me they will only send out the new part after the old one is received back, unless I pay for the correct part in advance and they will refund my money for the “wrong one” upon receipt. I have used them pretty much exclusively for the last ten years or so. I place around 10 orders a year. I think it might be time to move on. Any suggestions for somewhere with better service?
UPDATE - After A LOT of emails and complaints RMCATVMC contacted me, apologized and tried their best to make it right. I have to respect their efforts. I’m still a customer, but it has not been a good week. Once the upper management found out they took steps to make it right. Thanks everyone for your inputs. Ride on!
UPDATE - After A LOT of emails and complaints RMCATVMC contacted me, apologized and tried their best to make it right. I have to respect their efforts. I’m still a customer, but it has not been a good week. Once the upper management found out they took steps to make it right. Thanks everyone for your inputs. Ride on!
From a business perspective, if they dont do it they dont have much assurance you will return it after the fact.
They screwed up twice, unfortunately, but they are working with you.
The Shop
Rocky Mountain opened a case then closed it a week later telling me it was delivered and signed for, so there's nothing else they can do. Really? I get burned on a relatively cheap ($93) order just like that? It kind of surprised me considering my large order history and previously very positive experiences on a few small issues in the past.
I'm not going to let this one experience turn me away. They know I'm disappointed in the outcome... Anything like this happens again though and I'm gone. There's still other good places to order from, who don't use that sad shitty excuse for a shipping company (OnTrac).
Off the top of my head, BTO and Motosport have provided great service over the years.
Last order i had a mud-guard that was of beyond poor quality and they told me that I had to pay return shipping on an item they sold that was clearly defunct. It ended up costing more to ship it back than it would be to keep it.
Overall a pretty good company, but every once in a while they are a pain in the ass to deal with.
I was finally able to convince RMATV to send a tech out to the warehouse with my received part number and another sprocket of a different brand and they immediately saw the difference and apologized for giving me a hassle about it. In the end they didn't even carry the JT Part# I needed for the bike so they just gave me a credit. Other than that, I've had great experiences with them.
They've even got back ordered OEM parts for my Evo bikes to me in a timely manner. So I'll l keep spending my cash with them!
I'm pretty sure we lost a customer for life over this. That was our last straw with ol' OnTrac
Pit Row
Long story short - OnTrac could be compounding your issues.
that's pretty much SOP, bro
WRONG! Example, if you order fro anywhere online, let’s say Home Depot, and they send you the wrong item; when you call they say “We are so sorry! We will ship the new item immediately to you. Just do us a favor and return the other one”.
They do not say “yeah, we will send you the right one just as soon as you send us the wrong one back”.
Otherwise, dealerships are worthless! We've debated this a thousand times on this message board...but more expensive, slower, don't deliver to my door. Why on earth would anyone support such an outdated business model?
We all make mistakes. People in a warehouse are filling your orders. Shit happens. I still think they are the best out there and i continue ordering from them.
We'll see how this goes.
That said, I still have a dealer setup with them and spend just shy of a billion dollars a year there.
Does on track use contract drivers? Like Amazon does. I had this happen to me like a year ago had it on security camera footage i turned into the cops who told me wasn't much they could do.
I read an article in the Seattle times recently that a couple of contracted Amazon delivery drivers. Where caught working with a follower vehicle that would steal the package shortly after they delivered it.
They were using rental vehicles from like uhaul and such. Because they won't release the renter's info to the police without a court order.
They were caught taking the packages to a couple of pawn shops who would then resale stolen items back on Amazon's website. They had multiple user accounts to help hide their identity. They were caught with millions of merchandise all sorts of random things.
I wonder if this maybe happened to you.
Took a bit to work thru all the avenues... but got my part.
Thanks RMATV/MC
Post a reply to: Problem with Rocky Mountain ATV/MC..UPDATED 19 Aug