Hensley customer service failure
Posted 09-01-2021 at 04:51 AM by vajeep
[QUOTE=vajeep;2532627]I have had my Hensley Hitch since 2005. Actually bought it from Sean while he worked there.
On our 4.5 hour tow we stopped our usual breakfast place. As I pulled out slowly and turned out on to the road like we have done at least twice a year for 8 years. We heard an unusual “pop” but just figured it was the weight bars setting in.
When we arrive at our usual twice a year camp site I was unable to un hook - I was in the same site last month and have never had a problem-
I manage to unhook and then realize that the head had a gap that was so large that the head would swing from side.
Upon further inspection I see that one of the main bearings has completely failed.
So I call the Hensley 24 hour emergency hot line. Get a voice mail. Leave my name and number. So I email Hensley - nothing- next I text the website attendant- actually the first person to respond- “ sorry our office was closed on Friday for a picnic- call back on Monday.
By 11:00 on Monday i call Sean at pro pride -
No problem he says i have got you covered - he is FedExing me a used Hensleyi head that I can replace in the campground. And tow safely back to home. He said we will work out the shipping details $ when I get back home.
As soon as I hang up with Sean I get a call from Hensley- the contract person said that I just needed to box up the damaged head and send it to them. Then the would inspect the hitch head and let me know what needed to be repaired.
So I then ask the Hensley person how I am supposed to get home 4-5 hours-
“ oh that’s easy just go to Walmart and buy a 2 15/16 drop ball and take your old Hensley off.
This is not customer service.
The "solution" for me to tow home with out any sway protection and with out any weigh distribution just shows me that the current Hensley organization is (imho) out of touch with towing.
On our 4.5 hour tow we stopped our usual breakfast place. As I pulled out slowly and turned out on to the road like we have done at least twice a year for 8 years. We heard an unusual “pop” but just figured it was the weight bars setting in.
When we arrive at our usual twice a year camp site I was unable to un hook - I was in the same site last month and have never had a problem-
I manage to unhook and then realize that the head had a gap that was so large that the head would swing from side.
Upon further inspection I see that one of the main bearings has completely failed.
So I call the Hensley 24 hour emergency hot line. Get a voice mail. Leave my name and number. So I email Hensley - nothing- next I text the website attendant- actually the first person to respond- “ sorry our office was closed on Friday for a picnic- call back on Monday.
By 11:00 on Monday i call Sean at pro pride -
No problem he says i have got you covered - he is FedExing me a used Hensleyi head that I can replace in the campground. And tow safely back to home. He said we will work out the shipping details $ when I get back home.
As soon as I hang up with Sean I get a call from Hensley- the contract person said that I just needed to box up the damaged head and send it to them. Then the would inspect the hitch head and let me know what needed to be repaired.
So I then ask the Hensley person how I am supposed to get home 4-5 hours-
“ oh that’s easy just go to Walmart and buy a 2 15/16 drop ball and take your old Hensley off.
This is not customer service.
The "solution" for me to tow home with out any sway protection and with out any weigh distribution just shows me that the current Hensley organization is (imho) out of touch with towing.
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