This was posted on Jeepin yesterday. By the owner of T&T

To all I apologize for the late response, but we've been extremely busy trying to get all the Jeeps going to EJS finalized, not to mention getting parts out the door...



Quote:




Originally Posted by razorbackME
I hate to say this, but I'm with godplayer on this one. I'm taking this side of things because I'm looking at it from my viewpoint, having never ordered anything, or even heard anything about TnT (good or bad).

You get a defective shackle. Now, maybe it'll still work, but that isn't the point. The point was that you paid for it, and it should be right. Hell, if I can make a true shackle, and I bet I can, then so can they.
Agreed, you should (will) get a good product.




Quote:




Originally Posted by razorbackME
So you get a replacement, and it has the SAME DAMN PROBLEM! Now, I'm the Murphy's Law poster child, so I fully expect shiit to go wrong. Getting a shackle that isn't true doesn't surprise me. Letting them know about the problem, PAYING for the return freight, and then getting a replacement that has THE SAME PROBLEM illustrates a couple of things:

1. It's not an isolated case. The parts you got to replace the defective ones were also defective.

2. The customer service is lacking, since the part should have never left the manufactirer in the first place.

3. The attention to detail was lacking because TnT KNEW what the problem was, but didn't even bother to check their equipment to see if there was a problem.
This is the part of the web that can be irritating... You have no idea what's really going on and you say we suck?

1.) So this one time occurance is not an isolated case? How would you know? You popint out that you have not orderred anything from us to date...
Small parts such as the shackles are made in batches. They are not built one at a time per order. This individual happened to get a pair of shackles out of the same batch, yes the jig WAS damaged and off. It is now in the scrap bin as are the remaining shackles form that batch. Our parts are jig built and when you jig build things you trust the jig, that's why you build parts with a jig, so you don't have to measure each and every part.

2.) How do you figure? In a nut shell customer orderred part, we shipped to his aunt in Maine to save him the expensive shipping to Canada - our suggestion. He was tickled that we would look out for his interests in this way. When he notified us the shackles weren't up to his expectation, we shipped another set to him. Directly to his address in Canada totally on our dime, no questions asked. We marked the box, as instructed "Warranty Claim" as this was suppose to clear up the brokerage fees that are imposed as things cross the border. When the second set got there and were defective (see above response) he emailled us, not called. At that point we took the jig in to the R&D lab and tore it apart and found it was damaged and not producing square parts, we then took all shackles out of inventory, contacted other customers that had gotten shackles out of that batch and tossed all the inventory. At this point all technicians were then given training on the new jig and were refreshed on assembly/quality procedures.

3.) As pointed out above the parts were jig built. When the problem was brought to light, efforts were made to rectify the problem. Also as pointed out above and elsewhere in this thread email is not the method to handle something like this. Pick up the phone! We do our best to check email as often as possible, but it is not as timely as a phone call, PERIOD.

In our defense we were not given a chance to give a final solution to this issue. Instead we get dragged through the ringer by a disguntled customer (and peanut gallery), who chose to order from another company vs. letting us solve his problem. Nice...

L8TR, Bob
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T&T Customs, Inc.
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