Novak Conversions Jeep Wrangler TJ engine mounts

Revolution Gear and Axle Customer Service

hosejockey61

hosejockey61

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I'm currently trying to get my front axle shaft that I broke in Moab replaced under warranty.

I'll be the first to say that the quality of RG&A stuff is top notch. But stuff still happens as with any brand.

Back story: purchased from Ricky at 4lowparts in 2016. Back then Revolution wasn't selling direct yet.

I call to make a claim, and we run into an issue where they have updated their system since then and they have no record of the purchase. I can't get an invoice from 4lowparts as Ricky went out of business. They ask me to see if I can find a date or any other information about the purchase.

I go back in time to the original Jeep Forum, and from my posts, I can see that I purchased the shafts in September of 2016. In fact, there is a picture of my dog with the box after it showed up.

I send RG&A the updated information and then nothing. No reply. I sent another email with the same information to ensure they had received it. Again, nothing. Completely ghosted. I call back and talk with Tony, and he has me send him the same info so he can ensure it gets to the right person. Another week, nothing. I'm beginning to wonder if they use the same customer service as Savvy 😂.

Today I call and speak with Mike. His boss says I need a receipt. We go over all the details again. He takes my information and said he'll start an email chain to his admin and get back to me.

This is very discouraging to say the least. Yes, I should have a receipt from 10 years ago somewhere. But why wouldn't I think they'd have the record? Lesson learned I guess. Some of the weight falls on me for ordering 27 spline instead of 30 I guess. I chose 27 spline so finding a stock replacement in a pinch (as in Moab) would get me through a trip. Taking to Blaine, if I'd had 30 to begin with I probably wouldn't be in this situation 😂.

Thanks for letting me vent.

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In fairness, I don't think most of us have receipts from 10 years ago.

I've tried to make a habit with vehicles however to save all receipts in a folder in my file cabinet. At the very least if you ever decide to sell said vehicle it provides a lot of peace of mind (and makes for an easier sell) when you can tell a potential new owner that you've got documentation for everything.

Hard habit to get into though!
 
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Chris said:
In fairness, I don't think most of us have receipts from 10 years ago.

I've tried to make a habit with vehicles however to save all receipts in a folder in my file cabinet. At the very least if you ever decide to sell said vehicle it provides a lot of peace of mind (and makes for an easier sell) when you can tell a potential new owner that you've got documentation for everything.

Hard habit to get into though!
Click to expand...

The old fashion file folder is the way we keep car records. Quick and easy .
 
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I like their products but I don't like dealing with their customer service at all. Years ago one of my purchases was on a UPS truck that got in a wreck supposedly and all packages were deemed lost/destroyed. I needed the shafts I had ordered pretty badly at the time and I had to wait several weeks for them to finally ship me out a second set. They are the ones who purchased shipping from UPS, not me. Granted the wreck was not their fault, but if anyone is going to get anywhere with UPS, it is them, not me, since they are the ones who shipped the package. So that was a pain.

I don't remember what other issues I've had but there have been several. Mostly when I call with a question, I get the feeling that Brandon does not want to help, at all. Always seemed very disinterested and nonchalant. I do remember one time back in 2021 or so, they had bad shortages on Dana 30/35/44 ring and pinion sets. I needed a Dana 30/44 set, and the Dana 30 ratio I needed at the time was out of stock, so the combo kit was marked out of stock for the one missing r&p. I asked Brandon if I could order all the items separately and he discount the order to match the combo price. Nope, must wait for the whole kit to come back in stock. to some agree I get it, but the whole thing was off putting. You would think with insanely long shortages, they would want to do what they could at the time to at least make sales work for the customers.

Also, as for their system. I have had to make somewhere around 3 or 4 accounts over the years (all with the same email I've had for 15 years) with them because of website upgrades they've made over time. As such, I also have basically no order history. Currently, I only have order history from the latest account I've made for the most recent website version. Not a big deal, but if I needed to prove something, I wouldn't be able to either, unless I happen to have the email from way back. It is unacceptable for a company to upgrade their own equipment and lose track of all records and throw their hands up when customers have an issue with that order. It's not the customer's fault the company can't keep their records straight.

Maybe try showing them a credit card/debit card statement? Unless you already did that and I missed it in my reading.
 
Chris said:
In fairness, I don't think most of us have receipts from 10 years ago.

I've tried to make a habit with vehicles however to save all receipts in a folder in my file cabinet. At the very least if you ever decide to sell said vehicle it provides a lot of peace of mind (and makes for an easier sell) when you can tell a potential new owner that you've got documentation for everything.

Hard habit to get into though!
Click to expand...

My life got so much easier when I bought my first filing cabinet
 
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So, did you order in person locally? Even 10 years ago I can't imagine not getting a receipt by email.

Or do you purge periodically? If you didn't delete, check your email settings. Some clients default to a short period of time to keep emails "current", when in fact you can't see them but they are still on the server. Had a couple coworkers that thought they lost important stuff until I showed them that.
 
Any store printed receipts that I’ve saved over the years seem to fade so bad they probably wouldn’t work.

Wife tells a story of her grandfather keeping a receipt for a trashcan, lifetime warranty. 30 years later he brings the receipt to sears and they don’t even know what to do. They just hand him a new trashcan.
 
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I guess this is a good warning to hold onto our receipts. It is really unfortunate that RGA does not have more efficient processes in place to handle things.

Don't kick your self too hard. I bet there are a bunch of other folks reading this thread wondering if they still have their receipts from 10 years ago.

BTW: I have a couple of SK torque wrenches. I held onto their receipts for years so I could exercise the warranty if ever needed. The receipts faded and were unreadable when I threw them away. :)
 
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