Need a RetraxPRO XR part - rail cap

[LouDog]

Hi all,
I am trying to find a replacement passenger side rail end cap. Retrax says they do not sell just the little plastic cap and that I will have to buy both whole rails at almost $500. Seems pretty ridiculous when the part I need is easily replaced, is lost fairly often and probably costs less than $5.

Does anyone have a wrecked or broken Retrax XR and would be willing to sell me the black plastic rail cap, or the whole passenger rail?

I submitted a warranty claim but am not optimistic as I do not have original proof of purchase.

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[jmh86325]

i have 2 new 5.5 MX rails at home...

 

[LouDog]

Thanks for the response. Shooting you an PM.

 

[LouDog]

jmh86325 had MX rails. Still on the hunt for XR rails or a passenger side XR rail cap.

 

[PaulGrun]

Seriously? A manufacturer who doesnt/won't supply spare parts? That would be a giant strike against them IMHO. @Realtruck .

 

[Kodiak]

Seriously? A manufacturer who doesnt/won't supply spare parts? That would be a giant strike against them IMHO. @Realtruck .

That was my thought exactly. I considered the Retrax Pro before I went with a topper but now that makes them look pretty bad.

It should have gone like one of these scenarios.

"Sorry to hear about the lose of the end cap. Let me send out this 50 cent part to you and thanks for buying Retrax." or
"Sorry to hear about the lose of the end cap. Here you can buy this 50 cent part for $7 and only $10 for shipping."

Even the second scenario is significantly better customer service than what you got. Good luck hunting for it.

 

[PaulGrun]

That was my thought exactly. I considered the Retrax Pro before I went with a topper but now that makes them look pretty bad.

It should have gone like one of these scenarios.

"Sorry to hear about the lose of the end cap. Let me send out this 50 cent part to you and thanks for buying Retrax." or
"Sorry to hear about the lose of the end cap. Here you can buy this 50 cent part for $7 and only $10 for shipping."

Even the second scenario is significantly better customer service than what you got. Good luck hunting for it.

I own a RetraxPro XR and like it. But I never would have bought it if I had known about this (absence of) customer service.
Unfortunately for us as consumers, the marketplace has been allowed to consolidate to the point that one company owns many of the well-known brands. This fact essentially robs us as consumers of our power by effectively eliminating competition in the marketplace. Not to make this political, but this is one small example of the same phenomena we see at work in many segments of the US economy today.

"Truck Hero's family of brands includes Extang, TruXedo, BedRug, UnderCover, Advantage, Retrax, BAK, A.R.E., N-FAB, Husky Liners and Rugged Liner, as well as online retailers, including AutoCustoms and Real Truck."

https://www.ta.com/portfolio/investments/truck-hero-inc/

 

[LouDog]

Seriously? A manufacturer who doesnt/won't supply spare parts? That would be a giant strike against them IMHO. @Realtruck .

It's really disappointing. Since it is a Ford "branded" Retrax they are pointing me to Ford for warranty service and Ford is pointing me to Retrax. At the end of the day I would be happy to pay a reasonable price for the plastic piece but Retrax won't sell me just that part, only a set of new rails for $500. It's so short sided and wasteful to not offer this piece as a spare part. It's literally held on by one screw and sees plenty of force every time the tailgate opens/closes.

 

[LouDog]

Update: After several different communications on my part, Retrax has changed course and offered to "goodwill" me a set of rails. I am impressed. Will keep you all updated on how it all lands. Thank you for the support!

 

[Realtruck]

Update: After several different communications on my part, Retrax has changed course and offered to "goodwill" me a set of rails. I am impressed. Will keep you all updated on how it all lands. Thank you for the support!

Sorry to hear about this inconvenience. If you need anything else please let me know!

 

[LouDog]

Sorry to hear about this inconvenience. If you need anything else please let me know!

Thank you for reaching out. I think I am good to go now but will let you know if anything changes. I'll be sure to share my experience when it's all said and done.

 

[UncleFester]

Nice to see when a company steps up, Bravo.

 

[PaulGrun]

Sorry to hear about this inconvenience. If you need anything else please let me know!

I would like to know why this wasn’t the company response right off the bat.
How hard could it be to ship a customer a $5 part by USPS?
Why did it require extraordinary efforts and a bit of public shaming to get this done?

 

[Realtruck]

I would like to know why this wasn’t the company response right off the bat.
How hard could it be to ship a customer a $5 part by USPS?
Why did it require extraordinary efforts and a bit of public shaming to get this done?

Some replacement parts we do keep ready to ship out to customers but this particular part is not one of them. We are always looking for ways to improve and this definitely could have been handled better. We try our best to take care of the customer regardless and in this case we are shipping out a new set of rails.

I was not made aware of the issue until we were tagged yesterday afternoon and our Retrax service department had already came up with a solution.

We appreciate any feedback here so that we can continue to grow and support our customers.

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