ugh... bestop
Thread Starter
JK Enthusiast
Joined: May 2009
Posts: 114
Likes: 0
From: Virginia, IL
ugh... bestop
Just thought I'd share my frustration in dealing with Bestop quality control and customer service. 
The following email I sent this morning to their customer service email address sums up my experience. Opinions? Should I call back and raise hell?
Mark
The following email I sent this morning to their customer service email address sums up my experience. Opinions? Should I call back and raise hell?
Mark
Hi,
I'd like to express my extreme dissatisfaction with your quality control and customer service.
I just received a Trektop for my 2009 Jeep Wrangler Unlimited yesterday.
First quality control problem: during the install, I had to cut about an 1/8th inch off the left rear door surround where it fits into the left front door surround because it wouldn't slide in far enough to get the holes in the brackets to line up with the holes in the sport bar on the Jeep. The passenger side lined up fine. There's absolutely no reason for fitment issues like this.
Next quality control problem is a bigger one and involves customer service.
I go to install the Header Knob Bases onto the header I notice that the one marked "R" does not have the threaded insert for the knob to screw into.
I called your customer service line first thing this morning to report the problem hoping I could get the correct part shipped to me promptly (I let the issue with the door surround go at this time since I repaired it on my own). I was instantly asked where I purchased the top. I told her 4WD Hardware. She immediately told me to call them and that all warranty issues are handled by the retailer. I kindly thanked her and hung up.
I called 4WD Hardware and reported the problem with the header knob base. Their customer service rep put me on hold while she called Bestop. She came back on the line and said that Bestop would ship the part directly to me but would take 2-3 weeks. What??!!
I don't understand why I even had to call 4WD Hardware, since all they did was call you (Bestop) which I did already. It's not their fault that the parts were messed up in the first place. That falls on Bestop. And why would it take so long to send me a part that should have been right in the first place??!! 2-3 weeks??!!! I might as well pack this thing up and return it for an exchange if it takes that long.
Why do you even have a customer service number? Why couldn't my warranty claim have been handled directly? I'm really disappointed after spending well over $500 for a product and have parts not fit and parts missing.
Please direct this email to the appropriate party. I want expedited shipping on the parts that are supposedly being shipped to me so I can actually use this soft top while the weather is nice.
My contact info is below and should match up with a warranty claim from 4WD Hardware dated today. Please make it right.
Sincerely unhappy,
I'd like to express my extreme dissatisfaction with your quality control and customer service.
I just received a Trektop for my 2009 Jeep Wrangler Unlimited yesterday.
First quality control problem: during the install, I had to cut about an 1/8th inch off the left rear door surround where it fits into the left front door surround because it wouldn't slide in far enough to get the holes in the brackets to line up with the holes in the sport bar on the Jeep. The passenger side lined up fine. There's absolutely no reason for fitment issues like this.
Next quality control problem is a bigger one and involves customer service.
I go to install the Header Knob Bases onto the header I notice that the one marked "R" does not have the threaded insert for the knob to screw into.
I called your customer service line first thing this morning to report the problem hoping I could get the correct part shipped to me promptly (I let the issue with the door surround go at this time since I repaired it on my own). I was instantly asked where I purchased the top. I told her 4WD Hardware. She immediately told me to call them and that all warranty issues are handled by the retailer. I kindly thanked her and hung up.
I called 4WD Hardware and reported the problem with the header knob base. Their customer service rep put me on hold while she called Bestop. She came back on the line and said that Bestop would ship the part directly to me but would take 2-3 weeks. What??!!
I don't understand why I even had to call 4WD Hardware, since all they did was call you (Bestop) which I did already. It's not their fault that the parts were messed up in the first place. That falls on Bestop. And why would it take so long to send me a part that should have been right in the first place??!! 2-3 weeks??!!! I might as well pack this thing up and return it for an exchange if it takes that long.
Why do you even have a customer service number? Why couldn't my warranty claim have been handled directly? I'm really disappointed after spending well over $500 for a product and have parts not fit and parts missing.
Please direct this email to the appropriate party. I want expedited shipping on the parts that are supposedly being shipped to me so I can actually use this soft top while the weather is nice.
My contact info is below and should match up with a warranty claim from 4WD Hardware dated today. Please make it right.
Sincerely unhappy,
Thread Starter
JK Enthusiast
Joined: May 2009
Posts: 114
Likes: 0
From: Virginia, IL
update
i just got off the phone with bestop again... i asked why i was quoted 2-3 weeks for a replacement part... she told me everything is made in mexico 
now and all replacement parts a made to order.. 
i said "don't you have a warehouse or anything?"
she said they do have a warehouse, but even when everything was made here, replacement parts were still made to order and there was still a 7-10 day lead time..
stupid... you'd think as bad as their quality control is, that they would be submitting requests for "made to order" parts daily and get the hint that they should at least stock some basic hardware kits for their soft top line...
idiots
guess i've gotta take the door surrounds off and put my hard top back on 'cause it looks like i won't be able to use my new trektop until sometime in august
wish i wouldn't have wasted my money on it now... what a pain in the ass.
Mark
now and all replacement parts a made to order.. i said "don't you have a warehouse or anything?"
she said they do have a warehouse, but even when everything was made here, replacement parts were still made to order and there was still a 7-10 day lead time..
stupid... you'd think as bad as their quality control is, that they would be submitting requests for "made to order" parts daily and get the hint that they should at least stock some basic hardware kits for their soft top line...
idiotsguess i've gotta take the door surrounds off and put my hard top back on 'cause it looks like i won't be able to use my new trektop until sometime in august
wish i wouldn't have wasted my money on it now... what a pain in the ass.
Mark
Thread Starter
JK Enthusiast
Joined: May 2009
Posts: 114
Likes: 0
From: Virginia, IL
another update
ok... for those interested...
i ended up finishing the trektop install using a nut and washer i found in my stash that fit the header knob... but, while putting on the tailgate bar, i noticed i couldn't attach the window at the top after the bar was attached to the tub.. while taking it back off, all 4 rivets that hold the plastic clips to the bar came right through the plastic...
luckily i have plenty of 1/8" aluminum rivets and a gun and put them back on with rivet washers this time so they shouldn't come out again...
and... tonight i'm happy to report that i got a response to my email i sent to bestop...
so it looks like i will get my parts in a timely fashion like i should... it pays to write letters to companies even after getting nowhere on the phone....
i'll postup pics of the trektop on my jeep in the show and tell forum probably this weekend...
Mark
i ended up finishing the trektop install using a nut and washer i found in my stash that fit the header knob... but, while putting on the tailgate bar, i noticed i couldn't attach the window at the top after the bar was attached to the tub.. while taking it back off, all 4 rivets that hold the plastic clips to the bar came right through the plastic...
luckily i have plenty of 1/8" aluminum rivets and a gun and put them back on with rivet washers this time so they shouldn't come out again...
and... tonight i'm happy to report that i got a response to my email i sent to bestop...
Mr. xxxxx,
I am sincerely sorry for the events today making you extremely unhappy, I have placed your replacement brackets in an envelope and they are shipping from here priority overnight.
The tracking number is 982131270260 and you should have them tomorrow.
Sorry and Thank you
Bev Weinstein
Customer Service Manager
Bestop Inc.
I am sincerely sorry for the events today making you extremely unhappy, I have placed your replacement brackets in an envelope and they are shipping from here priority overnight.
The tracking number is 982131270260 and you should have them tomorrow.
Sorry and Thank you
Bev Weinstein
Customer Service Manager
Bestop Inc.
so it looks like i will get my parts in a timely fashion like i should... it pays to write letters to companies even after getting nowhere on the phone....
i'll postup pics of the trektop on my jeep in the show and tell forum probably this weekend...
Mark
JK Super Freak
Joined: Aug 2009
Posts: 1,044
Likes: 1
From: Warner Springs, CA
We are on our third Trektop for a couple different issues. From my experience, I never got a response to the one email I sent, but phone calls I had immediate response. They immediately offered to replace the defective part. Yes, unfortunately, you do have to go through the company you purchased the top from (in our case 4WP) but they seem to be very willing to assist with any issues or replace the item. Our third top is flawless. I do have to say that the tailgate bar rivets are weak. Our 2nd top we tore them also. I wish they would go back to the original velcro design honestly. It's the only part of the top I hate. I've been looking at the way the tailgate bar for the sunrider top works and starting to wonder if it will work on a Trektop. 
JK Freak
Joined: May 2010
Posts: 809
Likes: 1
From: Winchester, VA
JK Newbie
Joined: Apr 2009
Posts: 32
Likes: 0
From: Albuquerque
wow... Bestop customer service is really lacking. Having problems with my Safari top and the place of purchase is no longer in business. Emailed their customer service and they have no idea how to address my issue... won't get another product from them. 
Trending Topics
JK Junkie
Joined: Jan 2008
Posts: 2,319
Likes: 0
From: Long Island, NY
I think the problem here is that everyone wants OEM fitting components with everything they buy. Everyone knows Bestop doesn't make that great of a product, but they pretty much are the company you go to for soft top alternatives. I have their 2 piece soft doors and Safari top. I know going into it I would have to manipulate them to work. The soft doors I had to treat them like the bitches they are and bend them to fit "decently". The safari top fit MINT. No issues with it.
When it comes down to it, you need to know what you're getting yourself into. If not, you're going to be very disappointed with everything you buy, especially on the cheaper side.
When it comes down to it, you need to know what you're getting yourself into. If not, you're going to be very disappointed with everything you buy, especially on the cheaper side.
JK Enthusiast
Joined: Jun 2010
Posts: 378
Likes: 0
From: Ottawa ON
ya great, and if you don't have one and it suddenly starts pouring outside, you get wet like i just did......stupid flash sun showers.....cursing the fact I did not buy one yet.....end of the month! It has to be worth it.....
