Quote:
|
Originally Posted by 2airishuman
i've had + and - experiences with customer support....
mostly + and i'll outline some of each another time...
it is an important topic for us and i encourage others to report here...
the specifics.
what was the issue and how did haha central help, or not.
details of the issue and resolution are more useful than
'they are great' or 'they are awful'
2air'
|
I bent a strut on my Hensley last weekend while making too tight a turn while backing up. I didn't think this was possible. It didn't seem to affect the towing that I could tell, although I did have to tight the strut on the opposite side compenste for the bent strut.
First thing Monday morning I emailed Hensley to tell them I bent a strut (not how) and needed a replacement. Within two hours, I had a return email with directions on how to proceed. They said that it is not uncommon to bend a strut, and it usually occurs from them being loose or from too tight a turn.
They are replacing the strut on warranty. Here is the deal... They charge my credit card $85+shipping for the part. They ship the part to me and provide me with packaging for the damaged part. I package the damaged part and ship it back to them, and they credit me back the $85. I pay shipping both ways. Sounds fair to me as I was expecting to have to pay for the part.
The strut has been shipped and will be at my door by the end of this week, in time for me to install it over the weekend. I'm happy
