D&D warranty

suboldguy

Just wanted to get a consensus about what is an average or acceptable wait time for a response on a possible warranty issue for a two week old D&D motor?
I am being kept in the dark so far and would like to know when I should start to get concerned. It's been over three weeks since it was shipped and according to the tracking number they have had it for just over two weeks. Have called twice, once at the end of the first week after arrival and no they had no status, they weren't even sure they had it. The second call was at the end of the second week and got the run around with no answers.

First time dealing with cart motor companies and I know that everything takes a certain timeframe, been in the service industries for 20+ years and have dealt with many companies that will call you the second it arrives in their hands and others that make you feel like you are wasting their time, just looking for some feedback and reassurance that it's being taken care of.

BGW

__________________
This advertising will not be shown in this way to registered members.
Register your free account today and become a member on Buggies Gone Wild Golf Cart Forum

Revolution

Cart motors are not complicated at all, they are not easy to design or build, but they are pretty easy to trouble shoot. As long as there was not a huge backlog I can't see why it would take more than a day or two for a diagnosis.

What kind of motor is it? What problems were you having?

Cruise Master

IMHO, you waited long enough.

If you bought it on a credit card, I would consider putting a stop payment on it if the company does not respond shortly.

scottyb

This may not be the best way to deal with the people at D&D unless you simply want to alienate them, piss them off, and not have a motor. It's real easy to be a dick when faced with a problem but, that's not the smartest way to solve a product issue.
I would call every day or 2 and explain how long you have waited and ask for an update each time. Thank them for their time and tell them you will call back tomorrow for an update. If this is a motor bought through cartsunlimited.net shoot me an email so I can help.

tag50

"weren't even sure they had it", "run around with no answers". The first signs of a Nevel buy-out.

Remind them they have 100's of eyes watching their progress or lack of it.


.

cgtech

Oh, you are one of "those guys".... I hope someday someone turns the terroristic tactics on you and sues you for it. I hope its over a petty amount of money too.

culli292

This is not a post I was hoping to read. I just shipped a three week old motor back to them this Saturday as it gave up the ghost

Epb

My controller went bad within warranty and alltrax had a new one at my door within a week including my shipment to them. Amazing service. However, two weeks isnt bad for a motor. I would just call every two days and politely ask for an update. You dont know what they are dealing with...turnover, busy, a stinker in receiving, etc...

culli292

What ever came of this? My motor is in transit and I am hoping for a quick turnaround. Did you send the RMA sheet as they have listed in the return policy? The RMA # request is supposed to be actioned prior to sending the motor back or it goes to their "graveyard" before they will troubleshoot. This is all listed on their warranty procedures.

suboldguy

Sounds like the company has a problem communicating with their customers and this happens a lot if you already know how they are going to react.
And calling everyday is one sure way to piss off the people that already seem to not care that much already. But thanks for the advice.


Sometimes this is the only way to light a fire under someone's butt. It sucks, I know, I have been on the receiving end of a couple of those charge backs and looking back, it was all my fault because I didn't take care of the customer. Now after many years of very happy customers, I now know where I went wrong and if I screw up, I man up and fix the problem even if it has to come out of my pocket. It repays for itself by having customers that want to deal with you again and recommend you to other people.


I've heard of Alltrax's great customer service and in your case it showed why they have that rep. As for D&D, I have been hearing things that aren't so good. Not ready to do any charge backs or anything crazy just yet because there could be a back up or a delay in workforce or anything really, that's life but I shouldn't have to be the one to always initiate the update request, if you say you're going call me back the next day with an update and I have to call back in 4-5 days to remind you that I'm waiting for an update and you give me the same next day line, there is some issues going on. We will see what happens after everything is all said and done.



Rma sheet completed and rma number written on box just like they said. Did you buy it directly from D&D or from a vendor? After calling several times, I was told that they only speak to their dealers about warranty work, still waiting for this to be resolved.