Bakflip HD - not so HD
Captain
Joined: Mar 2009
Posts: 572
Likes: 0
From: cooper city, florida
I fail to see how informing others that hail which is not large enough to damage any other panel on my truck will damage a bakflip HD is "slamming". My main complaint is that your HD product appears to sustain damage much more easily than your regular (plastic) product. I acknowledge that the function of the cover is nice, my complaint is with the marketing of something as Heavy Duty - I paid extra money for heavy duty and got something less damage resistant than the standard product.
The cover still repells the snow and water
I'm going to decline your offer to attempt to repair the cover. It would just tick me off the next time something small hit the cover and dented it. Pea sized hail storms are common in the midwest and the same thing would happen the next time there was a small storm. It's clear that the skin of the cover is not suitible for where I live, so I'll live with the dented cover and replace it with something stronger when it bothers me enough.
The cover still repells the snow and water
I'm going to decline your offer to attempt to repair the cover. It would just tick me off the next time something small hit the cover and dented it. Pea sized hail storms are common in the midwest and the same thing would happen the next time there was a small storm. It's clear that the skin of the cover is not suitible for where I live, so I'll live with the dented cover and replace it with something stronger when it bothers me enough.
You finally got what you wanted, take them up on the offer and move on brother. Life is short live it to the fullest.
Professional
Joined: Aug 2009
Posts: 188
Likes: 0
I don't have a ram box... does Mopar not offer the cover for the ram box bed yet? If they don't I would expect they will soon. Where do you live? If you are anywhere around Pittsburgh, call Hillview Motors and ask to speak with Paul (owner) or his son Tom. They are extremely fair to deal with and have earned my future business.
Good Luck with the search!
Tim
Good Luck with the search!
Tim
Veteran
Joined: Mar 2009
Posts: 325
Likes: 0
Just as an FYI, if ever someone feels a company is not providing a service as stated
http://www.la.bbb.org/Business-Report/
Where is the line drawn, Nowhere, the fact that the mention of a line being drawn shows a disconnect between the customer and the vendor.
In a market as we have today, word of mouth is the lifeblood of a company.
IMHO, the customer is right.
Im leaning towards the mopar gang...
http://www.la.bbb.org/Business-Report/
Where is the line drawn, Nowhere, the fact that the mention of a line being drawn shows a disconnect between the customer and the vendor.
In a market as we have today, word of mouth is the lifeblood of a company.
IMHO, the customer is right.
Im leaning towards the mopar gang...
Former Vendor
Joined: Nov 2009
Posts: 105
Likes: 0
I agree wholeheartedly that word of mouth is the lifeblood of any company when it comes to marketing. I also agree that it is a consumers right to share valid and accurate info. However, I feel compelled to point out that we as a company receive countless calls each day with requests to replace covers by folks that have been in car accidents, people who have had fork lifts that have gone through covers, and believe it or not, for covers that have fallen apart that are not even made by us. Many of these calls are threatening to the tune of blogging negatively if we don't meet their demands.
You would have a completely different view if you walked a mile in the shoes of a company that faces a daily battle of sifting through the relentless barrage of lies that we face every day.
I believe that the sword cuts both ways and that's why we try to treat each and every warranty case independently and not with a broad blanket approach.
As much as you want to believe that the customer is always right, I can tell you from a position of vast experience that this is unfortunately not always the case. There are more unscrupulous characters out there than you can imagine. there is indeed a need for a line to be drawn in many instances. It's not to say that a disconnect exists between a company and the end user at all.
I do welcome a healthy discussion on this issue. If we as a company didn't care, I would not be asking for feedback and wasting my time by participating in the forums.
You would have a completely different view if you walked a mile in the shoes of a company that faces a daily battle of sifting through the relentless barrage of lies that we face every day.
I believe that the sword cuts both ways and that's why we try to treat each and every warranty case independently and not with a broad blanket approach.
As much as you want to believe that the customer is always right, I can tell you from a position of vast experience that this is unfortunately not always the case. There are more unscrupulous characters out there than you can imagine. there is indeed a need for a line to be drawn in many instances. It's not to say that a disconnect exists between a company and the end user at all.
I do welcome a healthy discussion on this issue. If we as a company didn't care, I would not be asking for feedback and wasting my time by participating in the forums.
Record Breaker
Joined: Aug 2009
Posts: 1,264
Likes: 0
From: Ila Georgia
I agree! Some so called 'customer's are jerks. I had a few I dealt with that over time I either heard from about the issue or at Christmas party's from co workers or neighbors of theirs and was told first hand about the 'issue' then had the folks telling me this that the 'customer' being discussed were jerks everywhere they bought items or did business.
Professional
Joined: Aug 2009
Posts: 188
Likes: 0
So, Jmaimin, are you speaking on behalf of Bakflip?
It would be nice to hear your side of the story, and I mean the real side, not the politically correct version you put up.
My main question is, after the "customer" gives you indisputable proof that his vehicle did not sustain any hail damage, but your product failed under what could be considered a normal weather condition in the midwest, is Bakflip now going to stand behind their product?
I can tell you that this post was the only reason that I did not purchase a Bakflip cover. I spent the extra money and went with the mopar version. I went this direction so I would know that if I have an issue with the product while it is under warranty, my dealer would stand behind the product and make things right.
I too am in the customer service industry and understand that there is a fine line between customers making false claims and ones that have a legitimate complaint. I however pride myself in the fact that I believe I know when the time comes to simply cut my losses, and make the problem go away. I think this would have been the right thing to do about 6 months ago for this situation.
It would be nice to hear your side of the story, and I mean the real side, not the politically correct version you put up.
My main question is, after the "customer" gives you indisputable proof that his vehicle did not sustain any hail damage, but your product failed under what could be considered a normal weather condition in the midwest, is Bakflip now going to stand behind their product?
I can tell you that this post was the only reason that I did not purchase a Bakflip cover. I spent the extra money and went with the mopar version. I went this direction so I would know that if I have an issue with the product while it is under warranty, my dealer would stand behind the product and make things right.
I too am in the customer service industry and understand that there is a fine line between customers making false claims and ones that have a legitimate complaint. I however pride myself in the fact that I believe I know when the time comes to simply cut my losses, and make the problem go away. I think this would have been the right thing to do about 6 months ago for this situation.
Professional
Joined: Jan 2010
Posts: 205
Likes: 0
I agree wholeheartedly that word of mouth is the lifeblood of any company when it comes to marketing. I also agree that it is a consumers right to share valid and accurate info. However, I feel compelled to point out that we as a company receive countless calls each day with requests to replace covers by folks that have been in car accidents, people who have had fork lifts that have gone through covers, and believe it or not, for covers that have fallen apart that are not even made by us. Many of these calls are threatening to the tune of blogging negatively if we don't meet their demands.
You would have a completely different view if you walked a mile in the shoes of a company that faces a daily battle of sifting through the relentless barrage of lies that we face every day.
I believe that the sword cuts both ways and that's why we try to treat each and every warranty case independently and not with a broad blanket approach.
As much as you want to believe that the customer is always right, I can tell you from a position of vast experience that this is unfortunately not always the case. There are more unscrupulous characters out there than you can imagine. there is indeed a need for a line to be drawn in many instances. It's not to say that a disconnect exists between a company and the end user at all.
I do welcome a healthy discussion on this issue. If we as a company didn't care, I would not be asking for feedback and wasting my time by participating in the forums.
You would have a completely different view if you walked a mile in the shoes of a company that faces a daily battle of sifting through the relentless barrage of lies that we face every day.
I believe that the sword cuts both ways and that's why we try to treat each and every warranty case independently and not with a broad blanket approach.
As much as you want to believe that the customer is always right, I can tell you from a position of vast experience that this is unfortunately not always the case. There are more unscrupulous characters out there than you can imagine. there is indeed a need for a line to be drawn in many instances. It's not to say that a disconnect exists between a company and the end user at all.
I do welcome a healthy discussion on this issue. If we as a company didn't care, I would not be asking for feedback and wasting my time by participating in the forums.
Any business has those special customers who suck the fun out of running a business. The guy who orders a $5 part and agrees to the $9 special order shipping from the manufacturer but after he gets the part he demands a refund of the shipping charges because "I always gets free shipping". We refuse to refund the shipping so the guy files a BBB complaint AND contacts his state attorney general (true story) so then we have to waste time responding back and forth with them, all for a $5 part we made $1.50 on. Maddening yes, but we can't let that customer impact how we treat our other customers.
Now the cover is advertised as Heavy Duty, that sets a customer expectation at a minimum, and probably an implied warranty of merchantability. The truck was undamaged in the hail storm yet the cover was dented, most reasonable people probably would agree that it failed to meet the heavy duty designation.
Ultimately its your call but my two cents, the smart move here is to step up and replace the cover with one less likely to be damaged by hail or refund the purchase price and move on.
Registered User
Joined: Nov 2009
Posts: 20
Likes: 0
Now the cover is advertised as Heavy Duty, that sets a customer expectation at a minimum, and probably an implied warranty of merchantability. The truck was undamaged in the hail storm yet the cover was dented, most reasonable people probably would agree that it failed to meet the heavy duty designation.
Ultimately its your call but my two cents, the smart move here is to step up and replace the cover with one less likely to be damaged by hail or refund the purchase price and move on.
I then called the company about it and some idiot at BAK totally slammed this customers story saying that he was lying and that they had proof of it. At that point it was not the quality of the product! it was the conduct of the tool on the other end of the line!
To Bak inc.
It would make a lot of sense here to do the right thing and make it right with this customer. YOUR HD certainly wasn't HD in this case.
It would go a long way in creating some faith in your company for those that are wanting to buy your product but are to say the very least are concerned about your ethics!
Captain
Joined: Mar 2009
Posts: 572
Likes: 0
From: cooper city, florida
these sentiments have been hashed and re-hashed, and all are correct about the service, IMHO if you take a chance on the product buy only the F1, I have it and Im happy, I wouldn't waste my $$ on the others due to possible problems. I was turned off initially, but nothing out there made me happy with either the way it installed or looked, lets move on, obviously there CS sucks, the F1 hits the bill for durablitiy beileve me, jury still out on the rubber but will see.