That’s a shame. Mine never fell apart, though it did get moldy over time. That’s probably due to my limited storage options for it when I’d take it off for storms and put the soft top back on.
Well, Bestops customer service is declining, never thought I'd see it
- Thread starter SamwiseGamJeep
- Start date
That’s a shame. Mine never fell apart, though it did get moldy over time. That’s probably due to my limited storage options for it when I’d take it off for storms and put the soft top back on.
C.J. Roberts
TJ Addict
Not that big a deal. I just replaced them with some spare strap I had laying about and a couple Chicago Screws. Mine just fell prey to the merciless Arizona sun.
OP
Good grief. Well, I'll keep everyone posted, I did get an actual callback from the manager of CS, and of course I was in a place I couldn't answer, but he left instructions to call back this week, so we'll see how this goes. I'll keep it posted here with outcome. He also clarified that there is a strap fix kit, ordered, but be a few weeks, that will absolutely fix the Sunrider issue, so we'll see! And yes, the alignment on my top is terrible at the Windshield, so, I'll cover and clarify that with him.
C.J. Roberts
TJ Addict
Interesting how much attention you get when you call them out in front of a bunch of potential customers. And too bad it has to come to that.
OP
Well, figure this goofiness with all of the other reps had been going on, back and forth for over a month, abd when I finally brought back all the issues I'm having with top, Twill with lifetime warranty, and had and have with upper window sliders, and my order was almost $3000, (after sale discount), I should get some sort of attention. And I won't stop until it right.
I too had the whole top flop down when trail riding with the sunder open. learned my lesson... now the top is either all the way down or all the way up. But but but, since my zippers fail within about 1 topless seasons time I no longer remove the windows nor take the top off all summer and just drive around doorless.
First of all I hate the reflective logo. I think it was a terrible idea to do that to their tops.
Now… on to shit that actually matters..
OK, just to break up the echo chamber that I myself am guilty of participating in, I recently had great customer service from bestop. I already had a perfect condition frame but needed a new top and windows. I emailed bestop customer service and was responded to within 24 hours by Kyle Hitchcock. He assisted me the whole way through the order with great customer service. The new top and windows that I received a few weeks later (because one window was on backorder) fit immensely better than my old bestop top. I am taking the age/wear/stretch of the old top into consideration. This top fit like the factory tops used too. Just an overall better fit. I’ve never had problems with bestop zippers and my rig lives outside, but these new zippers were silky smooth. I just wanted to put my experience out there, in case they listened to the complaints and stepped up their game or maybe the few complaints we’ve seen were some one offs, I don’t know. But I received great customer service and a quality product
Now… on to shit that actually matters..
OK, just to break up the echo chamber that I myself am guilty of participating in, I recently had great customer service from bestop. I already had a perfect condition frame but needed a new top and windows. I emailed bestop customer service and was responded to within 24 hours by Kyle Hitchcock. He assisted me the whole way through the order with great customer service. The new top and windows that I received a few weeks later (because one window was on backorder) fit immensely better than my old bestop top. I am taking the age/wear/stretch of the old top into consideration. This top fit like the factory tops used too. Just an overall better fit. I’ve never had problems with bestop zippers and my rig lives outside, but these new zippers were silky smooth. I just wanted to put my experience out there, in case they listened to the complaints and stepped up their game or maybe the few complaints we’ve seen were some one offs, I don’t know. But I received great customer service and a quality product
Reminds me of the guy with 5 goobers- his pants fit like a glove.
LONGJP2
TJ Expert
I know the op well- So this is not a backhanded shot at him.
I run a company that deals with the public.
I have been working with the public since I was 14, I’m now about 57.
While I agree that any problems he has had with such a costly product need remedied, I don’t agree that it means the manufacturer has gone in the toilet with their service.
If you start to see numerous negative posts and negative reviews then I think it’s safe to say that somebody needs to be on the ball there.
The real challenge companies face if they want to give good service is getting their employees to understand the value of expedient clear communication... and taking action.
Not everyone they hire is always a homerun, And there is no question when you’re responsible for nearly every soft top sold in the market- In a variety of configurations for a number of different models- You’re probably going to miss the mark a few times.
I have always said anybody can do a great job- But to do a great job day in and day out over a long period of time is the challenge. It takes a lot of commitment, diligence and energy.
I run a company that deals with the public.
I have been working with the public since I was 14, I’m now about 57.
While I agree that any problems he has had with such a costly product need remedied, I don’t agree that it means the manufacturer has gone in the toilet with their service.
If you start to see numerous negative posts and negative reviews then I think it’s safe to say that somebody needs to be on the ball there.
The real challenge companies face if they want to give good service is getting their employees to understand the value of expedient clear communication... and taking action.
Not everyone they hire is always a homerun, And there is no question when you’re responsible for nearly every soft top sold in the market- In a variety of configurations for a number of different models- You’re probably going to miss the mark a few times.
I have always said anybody can do a great job- But to do a great job day in and day out over a long period of time is the challenge. It takes a lot of commitment, diligence and energy.
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C.J. Roberts
TJ Addict
Agree 100%. But if they don't, even once in a while, do a great job, they should be willing to make it right, and try to make sure that it doesn't happen again. Shit happens. Just be willing to clean it up.
I hope that they aren't declining with those prices on tops! I'm always willing to pay for quality if its worth it but if the fit is off thats a major red flag.
Absolutely- we had a client contact me this week-
Her toilet was cycling double- - we fixed it that day-
Plus, there was something inconsistent with her vanity door design. Guess what? She was correct. That gets fixed to. Even if it was done over a year ago.
We never look at cost of warranty work, we look at the cost of not doing it- quickly and happily.
Incidentally we are the areas most sought after contractor, booked into 2025, and never spend a dime to advertise.
One of my favorite things of owning my company is getting to work from the heart.
OP
Here are two images of the top fitment, that I've sent to one of the leads over customer service, Jim. Multiple times, and although he did return my call finally, I missed it, being busy caring for an elderly family member. They have many detailed pictures of this, and they also sent the strap kit for the Sunrider, but no instructions. I'm pretty savy, but not sure how it will work.
And this was after me saying Multiple times to Multiple people, look, please send instructions with strap kit. And look, here's ten pics of top fitment. With a new header seal. And a garage kept, lightly used jeep.
All after I had said, look, I'll just deal with this, not use the Sunrider option, and send me some spare side windows to be able to roll up and carry, and we'll call it cute.
So far being ignored about these fitment pictures, and instructions for the odd strap kit with three tiny straps.
And this was after me saying Multiple times to Multiple people, look, please send instructions with strap kit. And look, here's ten pics of top fitment. With a new header seal. And a garage kept, lightly used jeep.
All after I had said, look, I'll just deal with this, not use the Sunrider option, and send me some spare side windows to be able to roll up and carry, and we'll call it cute.
So far being ignored about these fitment pictures, and instructions for the odd strap kit with three tiny straps.