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Hensley customer service failure

Posted 08-31-2021 at 07:10 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 in email Hensley - nothing- next I t ext 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 iv got you covered - he is FedExing me a used head that I can replace and 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 acceptable customer service.
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