Quadratec Customer Service Nightmare

[Steemax]

Which company? I'm wondering if I should do the same.

Fishbone. I got through to Quadratec on the phone after 50 min wait and they're supposed to contact Fishbone to get it sorted out tomorrow morning and call me back. We'll see if I actually hear back though.

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[Lithics]

Interesting discovery today - Quadratec uses different inventory statuses for different account conditions - see attachment. This isn't really uncommon, but typically it's used ethically. In Quadratec's case, one status for the unsuspecting/uninformed, hoping 3-4 weeks is ok, gets more orders placed. A second, different status for the logged in user who has already ordered that product - delays, deal with it. I wouldn't care as much had they not lied about cancelling my order (they didn't) and not charging me (they did). Shady on top of shady.

Spoke with my bank about a chargeback. Guy asked me the company name, did a quick search on his end and his reply was, verbatim, "Whoooooaaa, these guys have a massive record of complaints. You won't have any issues getting your money back, forms will take me 5 minutes to fill out." So, here we go. ?

 

[Quadratec]

Hello Everyone,

First and foremost, we would like to sincerely apologize for the extremely long hold times for the phones, chat and email. We are experiencing a higher than normal volume due to our system change. Having the data transfers loaded into our new system, getting to everyone's refunds for returned products and having the website loaded with the most accurate ETAs are our highest priorities!

We are currently and aggressively hiring to help towards getting us caught up and staying ahead. This way, we are able to get back to our normal high level of customer service and decrease those wait times to speak with a representative. I'd like to make sure that everyone here is taken care of as well, so I also have a trainee starting with forums next week to help with that!

When a shipping label has been created with us that means that the item has been shipped out. We do not prematurely print the label. If you are seeing that the item tracking shows label created that means that it may have been lost in transit to the shipping hub or the label may have been destroyed on the box and we would be happy to take care of that for you.

We are actively adding more self service options to your customer account where you are able to request information about your order or checking on ETAs and loading in your previous order history.

If you are actively waiting on a refund for an item that you have returned or if you are waiting on a shipment please send me a private message with your order number or any account information and I or my new trainee will look into it for you as soon as we can. I do again, apologize for the delays. In no way are these excuses and I want to assure you that everyone at Quadratec are working around the clock to get back to being ahead.

Thank you,
Quadratec

 

[RemisPaPa]

Hello Everyone,

First and foremost, we would like to sincerely apologize for the extremely long hold times for the phones, chat and email. We are experiencing a higher than normal volume due to our system change. Having the data transfers loaded into our new system, getting to everyone's refunds for returned products and having the website loaded with the most accurate ETAs are our highest priorities!

We are currently and aggressively hiring to help towards getting us caught up and staying ahead. This way, we are able to get back to our normal high level of customer service and decrease those wait times to speak with a representative. I'd like to make sure that everyone here is taken care of as well, so I also have a trainee starting with forums next week to help with that!

When a shipping label has been created with us that means that the item has been shipped out. We do not prematurely print the label. If you are seeing that the item tracking shows label created that means that it may have been lost in transit to the shipping hub or the label may have been destroyed on the box and we would be happy to take care of that for you.

We are actively adding more self service options to your customer account where you are able to request information about your order or checking on ETAs and loading in your previous order history.

If you are actively waiting on a refund for an item that you have returned or if you are waiting on a shipment please send me a private message with your order number or any account information and I or my new trainee will look into it for you as soon as we can. I do again, apologize for the delays. In no way are these excuses and I want to assure you that everyone at Quadratec are working around the clock to get back to being ahead.

Thank you,
Quadratec

You just need to revamp your online ordering system to store info that if a returning, or new, customer has utilized a Military or a forum discount prior that we don’t have to spend a combined hour and a half on chat and hold for a live agent. I’m ready to place a $2,000 order but can’t get through to have the discount applied.
Unacceptable for a company that I’ve placed numerous orders with over the years.

 

[JP29]

Hello Everyone,

First and foremost, we would like to sincerely apologize for the extremely long hold times for the phones, chat and email. We are experiencing a higher than normal volume due to our system change. Having the data transfers loaded into our new system, getting to everyone's refunds for returned products and having the website loaded with the most accurate ETAs are our highest priorities!

We are currently and aggressively hiring to help towards getting us caught up and staying ahead. This way, we are able to get back to our normal high level of customer service and decrease those wait times to speak with a representative. I'd like to make sure that everyone here is taken care of as well, so I also have a trainee starting with forums next week to help with that!

When a shipping label has been created with us that means that the item has been shipped out. We do not prematurely print the label. If you are seeing that the item tracking shows label created that means that it may have been lost in transit to the shipping hub or the label may have been destroyed on the box and we would be happy to take care of that for you.

We are actively adding more self service options to your customer account where you are able to request information about your order or checking on ETAs and loading in your previous order history.

If you are actively waiting on a refund for an item that you have returned or if you are waiting on a shipment please send me a private message with your order number or any account information and I or my new trainee will look into it for you as soon as we can. I do again, apologize for the delays. In no way are these excuses and I want to assure you that everyone at Quadratec are working around the clock to get back to being ahead.

Thank you,
Quadratec

Glad to see you guys addressing this on the forums. I've sent a PM on my issue. Hoping y'all get these wrinkles ironed out and back on top of the game!

 

[RemisPaPa]

I hope others have had the same experience. I sent a PM to Quadratec after that post. Sent at 713, received a response at 720. Concern was addressed. Thanks Hailey.
Now if only the order page, chat, and customer service could be so responsive. I do believe they are working on it, but those in charge have to quit paying people to stay home and get this country back up and running.
Placing my order today with a little better feeling about it.

 

[Steemax]

I hope others have had the same experience. I sent a PM to Quadratec after that post. Sent at 713, received a response at 720. Concern was addressed. Thanks Hailey.
Now if only the order page, chat, and customer service could be so responsive. I do believe they are working on it, but those in charge have to quit paying people to stay home and get this country back up and running.
Placing my order today with a little better feeling about it.

Same, within 5 minutes she remedied my issue so I hope they extend this level of service to their phones and chat.

 

[RemisPaPa]

Same, within 5 minutes she remedied my issue so I hope they extend this level of service to their phones and chat.

While I do have faith I also believe that it is going to take some time. We shall see.

 

[entropy]

I hate when a company generates a shipping label when they have no intention of actually shipping your product. In many cases they don't even have the item in stock. It doesn't fool anyone when tracking says the item never makes it to the carrier!

Theyve been doing this a lot. Many places not just quadratec. Due to supply chain issues a lot of items are backordered, and people are going around looking for a store that says "in stock". Even if it is more expensive, customers will order from that store. Very deceiving and unethical. But if your competitors are doing it, and your business is hurting, and your family is impacted, Youll probably do it too.

The best thing you can do during these times is order directly from the manufacturer and have patience. Dont support this madness I agree with you going somewhere else.

 

[JLanesey]

30 mins on hold and still #10 in line.
Super annoying, I wouldn’t have ordered a “back ordered” item.

Probably will be the last time I do business with them after spending thousands in the last few weeks.

 

[kakwvu]

I’m just here to say that no, when a tracking number is generated and merely shows that the label is created, the item has in fact not been shipped and lost. For the shipper to take custody of the item, it’s checked in and shows receipt at that location. I deal with shipping routinely and have access to warehouse pickups as QT would have.

Thanks for clearing it up like that so I will absolutely not be purchasing anything else from QT in the future.

 

[Quadratec]

30 mins on hold and still #10 in line.
Super annoying, I wouldn’t have ordered a “back ordered” item.

Probably will be the last time I do business with them after spending thousands in the last few weeks.

Hey there,

If you would like to PM me your order number I can look into this for you.

Thank you
Hailey

 

[JLanesey]

Hey there,

If you would like to PM me your order number I can look into this for you.

Thank you
Hailey

After close to an hour on hold, I talked to a nice person and changed my order to an item that was “In stock”. Half of my previous order had shipped, she said she would cancel the back ordered item and I could purchase the in stock item.

I got the invoice for the new item but still no indication I’ve been refunded the money to my PayPal for the item cancelled. I’m hoping for the best, but don’t understand why I was billed for an item that was not in stock ….

 

[Riperoo]

Hello Everyone,

First and foremost, we would like to sincerely apologize for the extremely long hold times for the phones, chat and email. We are experiencing a higher than normal volume due to our system change. Having the data transfers loaded into our new system, getting to everyone's refunds for returned products and having the website loaded with the most accurate ETAs are our highest priorities!

We are currently and aggressively hiring to help towards getting us caught up and staying ahead. This way, we are able to get back to our normal high level of customer service and decrease those wait times to speak with a representative. I'd like to make sure that everyone here is taken care of as well, so I also have a trainee starting with forums next week to help with that!

When a shipping label has been created with us that means that the item has been shipped out. We do not prematurely print the label. If you are seeing that the item tracking shows label created that means that it may have been lost in transit to the shipping hub or the label may have been destroyed on the box and we would be happy to take care of that for you.

We are actively adding more self service options to your customer account where you are able to request information about your order or checking on ETAs and loading in your previous order history.

If you are actively waiting on a refund for an item that you have returned or if you are waiting on a shipment please send me a private message with your order number or any account information and I or my new trainee will look into it for you as soon as we can. I do again, apologize for the delays. In no way are these excuses and I want to assure you that everyone at Quadratec are working around the clock to get back to being ahead.

Thank you,
Quadratec

I appreciate you finally jumping in, I have been dealing with a credit/gift certificate issue since December. I had a great Chat experience today with one of your reps. Actually seems like I may have made headway. At least my order shows as a real order now, we shall see, I will give it a few days but may be reaching out via DM if nothing happens by next week. I really hope you all figure this out soon. As a long time customer, with many successful transactions, I can't begin to tell you how frustrating this is. I have been dealing with this since Christmas, thought I may have been an anomaly, but after viewing this thread and several others that is def not the case.

 

[ALRUI]

OK, After seeing this thread I figured I better use my gift cards up so I went online & ordered some WeatherTech mats. Order shipped the next day & arrived here no issues. That said I have ordered things in the past that took forever to ship but overall I've had a good experiences with them over the years including replacing a set of Quadratec shocks under warranty no questions asked that my son had on his Cherokee (who knows what abuse they suffered).

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