Problems w/Xterra Performance & DepHep - Second Generation Nissan Xterra Forums (2005+)
 36Likes
Reply
 
LinkBack Thread Tools Display Modes
post #1 of 67 (permalink) Old 04-30-2019, 03:11 PM Thread Starter
TNX Realm Noobie
2015 Glacier White Xterra
 
alexg1's Avatar
 
Join Date: Jul 2017
Location: Phoenix, AZ
Posts: 17
Problems w/Xterra Performance & DepHep

Anyone else ever have issues with customer service from Xterra Performance or DepHep? If so, I'm curious to hear them because this has been a fiasco . . .

On October 27, 2018 I ordered a DepHep roof rack for my Xterra. Online it said 4-6 weeks, which is understandable; and because of the holidays like Thanksgiving and Christmas, I naturally assumed it may take longer. Fast forward to January 15, 2019 and I email on the order status. They email back about two weeks later telling me there was a delay in ordering raw materials, but the rack itself would be completed and shipping out the following week.

Time flies, at some point in February I call asking for an update because I never received a tracking number. The customer service rep (Stephen) said he would look into and call back. He never called back, so I call back a few days later and he tells me that multiple orders went out, that mine went to someone else's address, but because they denied the package the rack was sitting in a FedEx warehouse, which needed to be tracked down. I tried to be cool about all of this because s#it happens and I wanted to give them the benefit of the doubt.

March 2, 2019 rolls around and I email, but there's no response. I call their customer service rep (Stephen) again. He tells me they got hold of the rack, are double-checking the welds, and that it should ship out within a week.

Some time passes and nothing. I contact back on March 25, 2019 via email; again, no response. April 2, 2019 rolls around and after calling them again they finally give me a tracking number.

For almost a week the tracking number is not working. Again, I call and it turns out they never shipped the rack because the brackets that DepHep uses for mounting were supposedly out of stock. On April 12, 2019 I finally had enough of this jerking around and cancel my order for a full refund. I figured it was better to let things go -- to part and just let me move on.

The refund was to take 7-10 business days. I call today, on April 30,2019 and let them know that the refund has yet to go through. Their customer service rep (Stephen) tells me the usual -- he'll look into it and call me back.

I don't know what the deal is, but this is unbelievable. I hate posting something like this on a forum, especially of a sponsored vendor, but I've never experienced something like this ever. I ended up filing a non-fraudulent complaint with my bank and a BBB complaint to, hopefully, get my money back.

Again, has anyone dealt with something like this before? What would you do at this point?

Thanks!

He goes exploring
Into the forest,
Never to return again.
alexg1 is offline  
Sponsored Links
Advertisement
 
post #2 of 67 (permalink) Old 04-30-2019, 03:33 PM
Lifetime Premium Member
2015 Brilliant Silver 6MT Pro-4X & 2007 Avalanche White S 5AT 4x4 ❌terras
 
jsexton's Avatar
 
Join Date: Feb 2012
Location: Lewis Center, OH
Posts: 9,933
Garage
Ok. Nisstec now owns Xterra performance (and did when you ordered).

I have had all kinds of problems dealing with Stephen at Nisstec, very similar to you. He is a liar. I would bet they never even placed your order with dephep. I would call dephep (Tony Hepler) directly to see what is going on.

Also, when you call Xterra performance/Nisstec, talk to anyone but Stephen.

I had almost the exact situation with my hefty skid plates I ordered through Nisstec back in 2015. Again with dephep molly panels in 2016/2017. Again with extended brake lines in 2017. All of the problems I had were with Stephen and the lies he told.

Sorry you are dealing with this.

Edit: if you are still not getting anywhere, talk to Chris Meisner, he owns Nisstec.


To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
- J.J. Watt
”You are free to choose, but you are not free from the consequence of your choice.”


To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
and
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
jsexton is offline  
post #3 of 67 (permalink) Old 04-30-2019, 03:54 PM
Veteran
2015 Metallic Blue Xterra Pro-4X
 
RikRong's Avatar
 
Join Date: Apr 2015
Location: Antelope Valley, CA
Posts: 2,406
Garage
My first few times ordering from Nisstec went really well. However, when I recently ordered my Radflos, I had the same issues with getting false stories from Nisstec. However, back when I did order a Hep's rack, I had no issues getting it. I think I had it in just a few weeks. As @jsexton said, I'd go directly to Tony, he seems really easy to work with. This is definitely a problem with Nisstec and most likely not Tony.

R. Long
Build Thread-->
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.

SoCal Club Xterra -->
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
RikRong is offline  
 
post #4 of 67 (permalink) Old 04-30-2019, 03:59 PM
Veteran
2006 Night Armor Xterra OR
 
Blind_Io's Avatar
 
Join Date: Oct 2009
Location: Northern Utah
Posts: 2,780
Garage
Son of a... so where the hell can we go for acceptable customer service? PRG and Nisstec are pretty much the only ones I know of for lifts and suspension - I got burned by PRG and figured I would flee to Nisstec, but now that looks to be equally problematic.

If it's known that this guy lies to customers, why is he still employed? At Greg owns PRG, so there isn't anyone above him to hold him accountable - but why would Chris put up with an employee who is costing him business and his reputation?
Allshookup and Leonard4X4 like this.

Nulla tenaci invia est via.
Blind_Io is offline  
post #5 of 67 (permalink) Old 04-30-2019, 04:00 PM
Lifetime Premium Member

2011 Metallic Green ❌terra PRO-4X T-Swap'd
 
AlbatrossCafe's Avatar
 
Join Date: May 2016
Location: Renton, WA
Posts: 3,477
It is terrible, but unfortunately this is not a rare occurrence with a lot of aftermarket Nissan vendors. I got the same thing from Stephen about my Radflo 2.5 coilovers. He said they were waiting on Radflo to ship them to Nisstec so they could powdercoat them and get them to me. Well, I called Radflo and found my order with them and they said they had shipped them a couple weeks prior. lol

You usually end up getting your stuff, but it just happens "eventually". Yours is a REALLY LONG eventually apparently.

Build Page -
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.

Trip Photos Page -
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.

"Mods first - life later."
AlbatrossCafe is offline  
post #6 of 67 (permalink) Old 04-30-2019, 07:03 PM Thread Starter
TNX Realm Noobie
2015 Glacier White Xterra
 
alexg1's Avatar
 
Join Date: Jul 2017
Location: Phoenix, AZ
Posts: 17
Damn, I wish I knew this prior. This has been such a headache. I'll call Nisstec tomorrow and ask for Tony or Chris and get this resolved.

I have everything for them documented: emails and phone calls too. I even threatened with a civil lawsuit because I needed that rack for my business, which is now 2 months delayed and keeping me from helping a sponsor during the Overland Expo West (Flagstaff).

He goes exploring
Into the forest,
Never to return again.
alexg1 is offline  
post #7 of 67 (permalink) Old 04-30-2019, 07:09 PM
Lifetime Premium Member
2015 Brilliant Silver 6MT Pro-4X & 2007 Avalanche White S 5AT 4x4 ❌terras
 
jsexton's Avatar
 
Join Date: Feb 2012
Location: Lewis Center, OH
Posts: 9,933
Garage
Tony is dephep, not Nisstec.

Home

Looking at the contact page, they might be exclusively selling through Nisstec/Xterra performance.

Chris might be your best bet.


To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
- J.J. Watt
”You are free to choose, but you are not free from the consequence of your choice.”


To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
and
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.
jsexton is offline  
post #8 of 67 (permalink) Old 04-30-2019, 08:22 PM Thread Starter
TNX Realm Noobie
2015 Glacier White Xterra
 
alexg1's Avatar
 
Join Date: Jul 2017
Location: Phoenix, AZ
Posts: 17
Thanks. I'll ask for Chris and only Chris. As for Tony, I won't hold anything against him but does he have a contact on this forum? I wouldn't mind messaging him -- sucks that his reputation is being tarnished.

He goes exploring
Into the forest,
Never to return again.
alexg1 is offline  
post #9 of 67 (permalink) Old 04-30-2019, 08:52 PM
Veteran
2011 XTERRA P R O - 4 X Night Armor [Gray]
 
Allshookup's Avatar
 
Join Date: Aug 2013
Location: Burleson, Texas
Posts: 511
Garage
It seems like a new website named "www.traildutyinc.com" is back up and running and it looks a lot like "trailduty.com" and carries nearly the exact same inventory. Seems a little fishy.

Get outdoors and have some fun!

Build Page:
To view links or images in signatures your post count must be 10 or greater. You currently have 0 posts.

Gone but not forgotten: 1983 Datsun 280ZX Turbo 5 Speed
Allshookup is offline  
post #10 of 67 (permalink) Old 04-30-2019, 09:04 PM
Veteran
2005 Super Black Xterra OR
 
Wanderer's Avatar
 
Join Date: Oct 2012
Location: San Francisco Bay Area
Posts: 616
Issue a chargeback on your credit card if it isn't too late. I bet it will be resolved REALLY fast. Companies don't like an angry credit card company.


Sent from my SM-G930V using Tapatalk
mfast10 likes this.
Wanderer is offline  
Reply

  Second Generation Nissan Xterra Forums (2005+) > General Topics > General Xterra

Quick Reply
Message:
Options

Register Now



In order to be able to post messages on the Second Generation Nissan Xterra Forums (2005+) forums, you must first register.
Please enter your desired user name, your email address and other required details in the form below.

User Name:
Password
Please enter a password for your user account. Note that passwords are case-sensitive.

Password:


Confirm Password:
Email Address
Please enter a valid email address for yourself.

Email Address:
OR

Log-in










Thread Tools
Show Printable Version Show Printable Version
Email this Page Email this Page
Display Modes
Linear Mode Linear Mode



Similar Threads
Thread Thread Starter Forum Replies Last Post
MPS: The DepHep Low Rider Roof Rack DepHep Member's Product Sale 1916 09-09-2018 12:44 PM
ATF Temperatures and Cooling System Performance jeff_redx Powertrain & Driveline 76 07-02-2018 03:32 PM
FS: DepHep Roof Rack, Garvin Interior Rack, DepHep Molle Zbrojovka For Sale 19 01-21-2015 07:40 PM
Custom Brackets for My Dephep nomad27 Exterior 3 01-16-2013 11:24 PM
Can Thule Cross Bars Fit With DepHep Rack? frankenweiner Exterior 19 01-16-2013 11:06 PM

Posting Rules  
You may post new threads
You may post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are On

 
For the best viewing experience please update your browser to Google Chrome