JCR OffRoad

[NW-ZJ-SCOTT]

Part of it shipped...and the other half of the order is a backordered part they're waiting on. What does a personal wheeling trip have to do with it? I know I still take vacations at work when manufacturers backorder parts my customers have ordered. Does that make me a bad guy?

yeah.. i wasnt going in that direction..
me = stfu :read:

 

[5spd_xj]

it's what i'm here for.

 

[a1racer]

well it is hard to take him serious if he cant even get his dates right. and one month is not that long to wait to receive a quality product. come back in another month and complain if you don't have them.

 

[muduck18]

awwwww






JCR is an AWESOME company. I'd try to reason with you but they obviously have already tried, so forget it. They're great hard-working people who gave plenty of legitimate reasons for running a bit late on your order. Get over yourself and enjoy your great products when they arrive.

to JCR :clap:

X2

... <---- that is awesome!!! I love it.

 

[Kejtar]

My dealing thus far over the past two and a half months has been terrible!!! Ordered stock front and rear bumpers on April 2 and they've now told me it owuld be at least another week or so!!

I've called and e-mailed them many times but get no response. Anyone else have this problem with them?

I could not AND will not recommend them to anyone regardless of how good their stuff is!!

I usually don't reply to threads like this one... but there are few companies that have acted the way JCR does to get to me and it was not even my purchase.....

Way way back in a galaxy far away... ok, maybe not a galaxy far away, Kris (Ladywolf) ordered a bumper. She wanted the bumper Stateside for when she's going to be back home. Everything seemed fine but to make a long story short the bumper missed MULTIPLE promised ship dates. There was some money coming back to Kris that missed MULTIPLE promised refund dates on the rebate which NEVER arrived and then finally was substituted for some parts/fab work as it seemed rebate/refund will never arrive. The bumper that arrived turned out to be "slightly" "different" and had to be replaced. Second bumper missed couple ship dates as well and when it arrived the worksmanship quality was far inferior to the previous one...... How do I know all that? Because when Kris was in the sandbox I handled almost all of the interaction with the folks @ JCR. Yes they were polite on the phone and apologetic and each time had a good excuse and made promises... that they didn't keep...... Ok, very few things piss me off... and I'm actually getting pissed off even thinking about this.

I guess what I'm saying is that if you go in with an attitude: I don't really need it anytime soon, and I don't care how well it fits/works, and I don't care how well it's made you will not be dissapointed. You might be actually pleasantly suprised as one or more of the things you expected to be bad might have came out good.

Anyways, long time ago someone told me that a great company is one that noone hears about how great their customer service folks are as they never have to be used. A good company is one that stands up for their product and transactions and at the end makes customers happy. A terrible one is the one that leaves customers gagging at the thought of their name........ Guess which category I'm putting them in?


Oh yeah... to add: we're not talking days late.. we're not talking couple weeks.... we're talking longer..... I understand things happen, I understand delays occur but that's when you call the customer, give them heads up so that the plans they have made relating to the item coming in can be changed. It shouldn't be the customers responsibility to chase down the vendor and ask "could you please by how much the ship date of yesterday that you've missed will slip?".


Btw, I'm not posting this to bash them, I'm hoping that it will be read and recognized for the frustrations that customers feel when ordering parts. I personally will not order from JCR nor recommend them until I see them change their ways. Unfortunately stories like this one keep popping up and as long as they do, I see that there still is a problem...

 

[IslanderOffRoad]

I ordered a rear bumper from JCR after Christmas this year. At the time they were showing 30 business days for shipment on rear bumpers. The next day I received an invoice from JCR via email that stated my bumper was ordered and had shipped. Confused and surprised, I called JCR to clarify. No one answered and I left a message.

I left a couple other messages through January as I hadn't heard back from them. I finally sent a PM to monkeyevil and got a response that it was on the bench being made, etc. He gave me a ship date, I heard nothing.

Checked in a few more times, finally someone got back to me and said they shipped my bumper to the wrong person and they would get one ready for me as soon as possible and ship it. They threw in a free set of d-rings for the mistake, a nice gesture.

Toward the end of February I got my bumper. The install was relatively trouble free other than my need to trim to clear nutstrips and remove my hitch as it interfered.

I'm happy with my product and the fact that it took a bit longer to ship isn't a huge deal. What I wasn't happy about with JCR was their communication, or lack thereof. This is the part where I get told they can spend all day responding to their customers or building bumpers and sliders.

Customer communication is key in any business and I appreciate the work that JCR does and the hours these guys put in, but if the service doesn't get up to par with their products JCR might not continue to enjoy success. Maybe its time to hire someone to handle the office stuff?

 

[FlexdXJ]

Maybe its time to hire someone to handle the office stuff?

Are you high? In these economic conditions its probably not in their budget! :doh: I never had a problem getting ahold of them. The first thing I did was PM monkeyevil and he answered me the next day.

 

[IslanderOffRoad]

Are you high? In these economic conditions its probably not in their budget! :doh: I never had a problem getting ahold of them. The first thing I did was PM monkeyevil and he answered me the next day.

Considering how many people they had in line for bumpers when I bought mine it doesnt' seem like the economy is having much of an effect on their business.

I'm sharing my experience. I found their communication to be lacking. Your experience may have differed.

 

[FlexdXJ]

Your experience may have differed.

Obviously! My rails were sitting at my Apt. 3 weeks later!

 

[downhillracer]

Obviously! My rails were sitting at my Apt. 3 weeks later!

You and JCR going steady or something? These guys are just sharing their experiences with how they were treated. They might have been the few that fell through the cracks and had a bad experience, but it doesn't make their complaint invalid. Im sure if you guys switched places and it was you that couldn't get in touch with the people that had your money, you might not have the same hard-on for them that you seem to have now.

 

[wheelinscott]

Considering how many people they had in line for bumpers when I bought mine it doesnt' seem like the economy is having much of an effect on their business.

I'm sharing my experience. I found their communication to be lacking. Your experience may have differed.

ya i dont think the ecomomy is effecting them or many other off road companies much. ive talked with quite a few (even in cali) and they just basically say the same things- people still have their toys. sounds like they just dont like to talk on the phone.

 

[cal]

I've always found them very happy to talk on the phone, although email/pm's do work just a little bit better - that is to be expected when email happens during free time and phones distract from working.


JCR is good in my book.

 

[Kejtar]

Are you high? In these economic conditions its probably not in their budget! :doh: I never had a problem getting ahold of them. The first thing I did was PM monkeyevil and he answered me the next day.

That's only part of their issue. Not meeting deadlines (that they gave) nor not advising the customers on delays is the big issue. And you know what... in this economy it's often as simple thing as a customer service that makes or breaks the company. I would view them fairly highly if they were able to call me (or send an email to Kris) and say: "our bad, we can't meet the promised ship date, we will have it out by then" and then actually deliver on the promises. Holding the customer in the dark is... BS no matter how you present it.

Oh yeah... and in these economic conditions, you can still higher a student/ a kid that could study and answer phones in between for pretty cheap.

 

[Darky]

I ordered my bumpers and sliders end of March/early April hoping to squeeze it all in before SoCalFest May 2. I got my front bumper on time, three days before leaving. The sliders and rear bumper came separately within a couple weeks. I had a question about it (I was anxious because of the May 2 deadline...) and PM'd Monkeyevil. He answered me that night at like 9:30, a time when I'd imagine, he was already at home and off work. 9:30 also would've been more like 11:30 his time. I agree companies should answer their phones, but then I didn't have a problem. When I called to order everything, they answered on the third or fourth ring, took my order, talked a little about when to expect everything and assured me he would do his best to get it me in time for the trip. I don't expect them to have a secretary. We're talking about a fairly small company that sells bumpers at an awesome price. This isn't Warn who probably has a separate customer service department where you can call in your order and get a hold of reliably, but doesn't know the first thing about your Jeep. They also charge $1200 for a rear tire carrier bumper. If you really value that accessibility, you unfortunately have to pay for it since it raises the company's overhead, which they pass on to you. Me? I was more interested in a good price and ended up getting fairly decent service as well.

 

[muduck18]

As with any company... growing hand over fist is hard. They Obviously have more work than they can turn out. Training people is a slow and expensive task..
moving into a new shop, training people, and keeping up with a huge work load is tough.

Yes they need to work on the business management.
but any good service/manufacturing organization that starts on good products has to get a service base before good management gets in place.
You want to help these guys out... call them and tell them what you just said.. or better yet post it here. it seems they read it. If they are good they will learn from it.
If not then everything you say is justified.

 

[scottmcneal]

Darn it, i can't bit*h at these guys at JCR at all..I order, they sent them out on time..Now the other guy i order from drop me on my head, but after a few months he got with me to say he was sorry..(No names)..So if i need to use him i wouldn't think twice..JCR worked with my wife for my special order bumpers, they did a GREAT job listening to her for what i wanted..
Thank you JCR..

 

[FlexdXJ]

As with any company... growing hand over fist is hard. They Obviously have more work than they can turn out. Training people is a slow and expensive task..
moving into a new shop, training people, and keeping up with a huge work load is tough.

Yes they need to work on the business management.
but any good service/manufacturing organization that starts on good products has to get a service base before good management gets in place.
You want to help these guys out... call them and tell them what you just said.. or better yet post it here. it seems they read it. If they are good they will learn from it.
If not then everything you say is justified.

Well said. Sorry if i sounded like a d*ck to anybody. I just should have said something like this to begin with! :cheers:

 

[scottmcneal]

Well said. Sorry if i sounded like a d*ck to anybody. :cheers:

But you always do...LOL

J/K

 

[FlexdXJ]

But you always do...LOL

J/K

What can I say. I try!

 

[wvrefugee]

My last post on this issue! When I tell a customer a certain that any item will be delivered I deliver....no exceptions. I frontload with them and tell them if I cannot deliver in the timeframe they are expecting and allow thee customer to then decide if they still want my products.
If they would have told me upfront it would take longer I would have been better able to plan. As it was....my CC was charged immediately upon placing the order, I was given a ship date AND NO ONE called me to change this date! Should I now be entitled to a discount??? I delivered on my end of the deal but I felt as though they lost all enthusiasm. In this economy I have found vendors will say anything to get your business and not really know how they will deliver. Once they have your money your on the hook to them!
Lastly, if I had an order late or delayed I'll be damn if I would tell the customer please be patient while I go out and have fun!!! I might still do it but I would never verbalize it to them.
I'm sure I'll enjoy the products when they arrive but now I have to re-adjust my personal schedule because of the delay. I can not recommed them to others because of my experience only. Others have verbalized theirs as well and I respectfully will listen and wait!