James Duff customer service sucks

[Got4wd]

I am going to vent my rant with this company. I purchased T Rex arms at the beginning of the year for my bronco build. The website crashed and it was email after email to get it resolved. I couldn’t talk to anyone on the phone to take the order. Was told it had to be done on the website to get the deal. Finally got it to go though and it was shipped close to 2 months later. That wasn’t a big deal as I didn’t need them till now.

Upon installing the derlin sleeves and pressing in the metal cone, one went in fine, the others shattered the outer part. I used oil so they would go in nice and smooth. Didn’t happen. I’m assuming the powder coating is way too thick in there. I doubt there should even be any powder in the hole. Called Duff and said I had 2 options. Order them up my cost or file a claim though warranty.

In all the years of purchasing parts I have never had to deal with a separate section of the company that couldn’t help with the issue. Wild horses, Tom’s. You call and you can talk it over, problem solved.

I want to talk to someone that can help with the issue so these bushing don’t break anymore. I shouldn’t have to grind on brand new parts to “hopefully make them fit”. Grab some calipers and let’s figure this out so we know where the issue is.

I called and did talk to a guy on the phone but was no help with anything. “Send an email is all I can do”. Absolutely horrible.

 

[Got4wd]

I even asked him, hey send me a set all pressed in and I will send you these back. “Email warranty”. Duff isn’t so large that this isn’t taken care of without just walking down the hall. I’ve picked up parts there before.

 

[Shimmy]

my experience is the same. great products, but they do everything thru email now. maybe too many liabilities or issues with customers taking advantage of their customer service? they make excellent products, but it appears they've been burned a few too many and can't maintain?

that being said, my experience with them thru email is still good... it is just lengthy and can take several days just to "talk" thru the issue/solution via email.

 

[widowmaker77]

I haven't had to call them about anything recently, so I can't comment on that part of it but I will say this. At super cel east this year I pulled my bronco up to their trailer and the guys came out there and measured my frontend for the heim steer. Dude said he would email me when the show was over and let me know what I needed. I figured I wouldn't hear anything back from them and I'd have to call. Monday or Tuesday morning i received an email from them letting me know exactly what i needed to order.

 

[Torkman66]

I am sorry to hear about your struggle with Duff's. That is a shame because they do make quality parts...but in a world where parts are very expensive (overpriced) and where there are several vendors, the one discriminator is service. It is interesting how easy it normally is to buy something. but as soon as you have an issue, some vendors make it near impossible to work the system. I have never had any issues with Duffs, but then again never needed to contact customer service either. WH has always been amazing. They provide tons of advice, always answer the phone, and have had several occasions where they walk out to the warehouse, grab the part in question, and measure, examine, and figure out the issue. Sometimes it is my fault. Sometimes it is their fault. But either way, they are responsive. Only complaint is their shipping is too high...if you call them, they give you a discount, but why not just give the discount upfront. Anyway, hope your issue gets resolved. Service is king!

 

[Got4wd]

I filed a warranty claim with them. Now I wait. I’m pretty pissed about the whole situation. They also recommended in the video they sent I tap all the holes before install. You mean to tell me that these arms all need to be tapped now? This is a product I purchased. I expect parts to be done correctly. I shouldn’t have to tap any of the holes. That should be done before they are shipped out or am I just out of line here? Maybe I’m being petty but if I don’t have that tap or if someone that pitched these didn’t, why should I/they have to go buy one to fix their lack of quality control.

I sent 6 pics and said where’s my problem at since I can’t talk to anyone. Here are the 2 responses from them. After the first email Duffs sent, I said can someone please call me? Then I received the second email

 

[bronco italiano]

I am going to vent my rant with this company. I purchased T Rex arms at the beginning of the year for my bronco build. The website crashed and it was email after email to get it resolved. I couldn’t talk to anyone on the phone to take the order. Was told it had to be done on the website to get the deal. Finally got it to go though and it was shipped close to 2 months later. That wasn’t a big deal as I didn’t need them till now.

Upon installing the derlin sleeves and pressing in the metal cone, one went in fine, the others shattered the outer part. I used oil so they would go in nice and smooth. Didn’t happen. I’m assuming the powder coating is way too thick in there. I doubt there should even be any powder in the hole. Called Duff and said I had 2 options. Order them up my cost or file a claim though warranty.

In all the years of purchasing parts I have never had to deal with a separate section of the company that couldn’t help with the issue. Wild horses, Tom’s. You call and you can talk it over, problem solved.

I want to talk to someone that can help with the issue so these bushing don’t break anymore. I shouldn’t have to grind on brand new parts to “hopefully make them fit”. Grab some calipers and let’s figure this out so we know where the issue is.

I called and did talk to a guy on the phone but was no help with anything. “Send an email is all I can do”. Absolutely horrible.

That is why I ONLY order from WH. The customer service is top notch, no excuses.

 

[nvrstuk]

I always try me hardest to never deal with a company/business that won't let me talk to a HUMAN!

I can understand them having potential issues about what was or wasn't said via phone HOWEVER, there has got to be more than just one persone (ME) who uses their Bronco almost every day and doesn't want to wait 2 or more days for an email response only to read it, reply to it and then wait ANOTHER couple days and do this 4 or 5 times and waste a week or more when ALL you'd have to do is talk to a human and in the 2-3 minutes talking on the phone the problem is solved and you haven't wasted the customers time for over a week or more without a vehicle.

I would be so frustrated I'd probably tell the world what I thought... lol I've already paid for their product, I've already received it, I've already tried to install it.... HELP ME figure it out especially if it's THE VENDORS problem with poor fitment of parts

 

[PCB 4x4]

I'm with you there

 

[EPB72]

I filed a warranty claim with them. Now I wait. I’m pretty pissed about the whole situation. They also recommended in the video they sent I tap all the holes before install. You mean to tell me that these arms all need to be tapped now? This is a product I purchased. I expect parts to be done correctly. I shouldn’t have to tap any of the holes. That should be done before they are shipped out or am I just out of line here? Maybe I’m being petty but if I don’t have that tap or if someone that pitched these didn’t, why should I/they have to go buy one to fix their lack of quality control.

I sent 6 pics and said where’s my problem at since I can’t talk to anyone. Here are the 2 responses from them. After the first email Duffs sent, I said can someone please call me? Then I received the second email View attachment 962315 View attachment 962316 View attachment 962317

FWIW ther directions dont say you may have to remove PC /prep the the holes for the bushings ,but in there email they mention it ,, they probably should note that on there instructions .. at this point I feel they should send you a new set of bushings , and change there instructions,since there is a wide range of individuals buying and installing products from them ,,,as well as all the vendors , you may have been to aggresive in your install BUT......I know Toms and WH have both covered my mistake in the past,,

 

[Qumanchew]

I'm 100% in the phone call customer service camp. It is so much easier and quicker to make a call and sort it out.

 

[rockinrich]

Other companies don't seem to have a problem with handling business through email and phone, so much for duff's "bronco life coach".

 

[ba123]

Wow, that is shocking! Sorry to hear about the troubles and that should not happen.

 

[JeepGuy]

Man... I hate to see this type of public bashing for one of our Bronco Vendors given how small our community really is. I kind of understand the OP's position if he was feeling left hung out to dry with no recourse, but it appears James Duff actually did respond and offer assistance of some sort. I've purchased through them without issue, but that is just my experience. I've spoken with those who have had similar issues with the other popular vendors on here and have heard some of the same "never again" type reactions. I truly think it's just a fact in life that not everything is going to go smoothly every time. I will say, I don't deal with vendors that I cannot speak with on the phone, and I've never had issue speaking with someone at James Duff when I've made my purchases through them. I'm wondering if that operation is simply too busy to have a person sitting there answering tech questions at random times all day long.

Hopefully this can be resolved.

 

[Got4wd]

FWIW ther directions dont say you may have to remove PC /prep the the holes for the bushings ,but in there email they mention it ,, they probably should note that on there instructions .. at this point I feel they should send you a new set of bushings , and change there instructions,since there is a wide range of individuals buying and installing products from them ,,,as well as all the vendors , you may have been to aggresive in your install BUT......I know Toms and WH have both covered my mistake in the past,,

This is 100 percent not my fault in installation. I know how fragile, in a way, the bushings can be. Used fine bit of oil on the parts and used a vise. No hitting with a hammer etc. I think it would take no extra time for them since they said it was so easy to install for them to “preload” that part. Just my .02 cents. I feel that the TRex arm is really cool. I’m sure it’s patented and if not one other bronco part suppliers should copy it. I won’t buy anything from them again because of this.

 

[Got4wd]

Man... I hate to see this type of public bashing for one of our Bronco Vendors given how small our community really is. I kind of understand the OP's position if he was feeling left hung out to dry with no recourse, but it appears James Duff actually did respond and offer assistance of some sort. I've purchased through them without issue, but that is just my experience. I've spoken with those who have had similar issues with the other popular vendors on here and have heard some of the same "never again" type reactions. I truly think it's just a fact in life that not everything is going to go smoothly every time. I will say, I don't deal with vendors that I cannot speak with on the phone, and I've never had issue speaking with someone at James Duff when I've made my purchases through them. I'm wondering if that operation is simply too busy to have a person sitting there answering tech questions at random times all day long.

Hopefully this can be resolved.

This isn’t what I really wanted to do but this isn’t the first time with them. Something was missing from another order and it too 4 emails for them to even acknowledge me. “Can you send it again” “we upgraded our website and it’s not working”. Can’t I tell you want I’m missing and you can send it? “No has to be handled via email”.

Why can’t the people “taking care of the emails” pick up a phone?

 

[Torkman66]

As most have agreed, customer service is king. Their written reply is designed to help them, not their customers. In a strange way because they force a written email we are able to actually see what is being said...in this case it works against them and caused me to think there is an organizational culture problem at DUFF's. It may be just now emerging, but it needs to be corrected immediately, or their sales WILL be affected. Their written reply has two very troubling comments:

"The bushings are in stock, would you like to PURCHASE some new ones?"
Really? DUFF's turns hundreds of thousands of dollars in sales and they do not think that simply sending out some new bushings for free (with improved install instructions) is a smart strategic play? That is both a culture problem and a business near-sighted problem.

"I am signing off after this email in that I have plans I need to attend to."
Wow! He actually said that (wrote that) out loud. Let me paraphrase..."I do not have the time to actually help you because there are other things that I have determined are way more important than your problem." This is what I mean about forcing everything in writing may bite them in the arse.

Yes, the actual part issue may be a one off. But the responses (written in stone for all to read) are not a single part issue, they reflect a cultural misalignment between customer service and company attitude. I have spent thousands of dollars on parts from DUFF's. Until I see this has been resolved with a written and verbal apology, I for one will boycott all future purchases with DUFF's and will share this story with my multitude of Bronco build buds. This is what it really means to say that customer service is king.

Please keep us informed. I am hoping that someone at DUFF's reads this thread and recognizes the shite storm they are causing and agressivly reverses course and corrects this issue.

 

[nvrstuk]

JeepGuy- my comments very specifically did not mention a vendor and was just expressing my frustration I would have if it took 3 emails over the course of 3-5 days to solve a problem that would take 4 MINUTES via a phone call. THAT is customer service.

I can understand if they have guys trying to rip them off over "he said, she said" for sure and here's how the vendor in question could/should handle that (if this is the case).

My daughter works for a large world-wide firm that has some kind of digital transcription/recording device that can keep track of every phone call with dictation to authenticate comments, concerns or questions on the phone. Recalling the exact phone call isn't hard and it works great because then the recording is transcribed and recorded and no "he said, she said" and then a human can talk with the customer for situations like this. Just a thought... this makes the customer happy and can solve their issue within minutes not days or possibly a week or more AND the vendor is covered because they can quickly recall the conversation EXACTLY as it happened and if the customer is trying to rip them off they can be called on it.

 

[Kalex]

My first thoughts as I read through this are I have that magical day or two off and I have plans to work on my Bronco. Ordered my parts, supplies, knowing I forgot something. Have my space ready(dirt floor, the woods, garage, a nice shop with a lift(you lucky dogs) or wherever that may be. Then as I tear into my project just hoping beyond hope that later that day or the next I will be cruising yet again.

Then as usual with me I have something not quite right. Did I do it(number one option), did I order the wrong part, did I skip step in the instructions, is there a defect in the part itself, etc... A quick phone call as noted above would and has many times in the past made all the difference in the world. Maybe others have had the same issues I am having and there are some options to try. I would find e-mailing back and forth to be beyond frustrating and a complete waste of precious time. And in my world the answer to one question often leads to another so I guess I am still typing and hoping for a very quick response. Then, if in fact I do need an additional part that I overlooked there may just be time to get it out today because there is still time and that could have been verbalized if we were on the phone. I am not bashing anyone, but basically agree with everything said in this thread so far.

Good luck OP.

 

[JeepGuy]

JeepGuy- my comments very specifically did not mention a vendor and was just expressing my frustration I would have if it took 3 emails over the course of 3-5 days to solve a problem that would take 4 MINUTES via a phone call. THAT is customer service.

I can understand if they have guys trying to rip them off over "he said, she said" for sure and here's how the vendor in question could/should handle that (if this is the case).

My daughter works for a large world-wide firm that has some kind of digital transcription/recording device that can keep track of every phone call with dictation to authenticate comments, concerns or questions on the phone. Recalling the exact phone call isn't hard and it works great because then the recording is transcribed and recorded and no "he said, she said" and then a human can talk with the customer for situations like this. Just a thought... this makes the customer happy and can solve their issue within minutes not days or possibly a week or more AND the vendor is covered because they can quickly recall the conversation EXACTLY as it happened and if the customer is trying to rip them off they can be called on it.

Pretty sure we agree on just about all points here.