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Discussion Starter #1
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!
 

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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.
 

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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.
 

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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?
 

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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.
 

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Discussion Starter #6
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).
 

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Discussion Starter #8
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.
 

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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.
 

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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
 

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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.


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I filed a complaint with my bank to see if they can handle this. I'm assuming I just contact my credit card company again and request a chargeback, then they go after Nisstec/Xterra Performance to compensate the funds?
 

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I filed a complaint with my bank to see if they can handle this. I'm assuming I just contact my credit card company again and request a chargeback, then they go after Nisstec/Xterra Performance to compensate the funds?
Yeah basically they will pull the money directly from them and give them a strike for the chargeback, too many strikes and they will close their merchant account and can no longer accept that brand of credit card. Since you've already tried to resolve it in depth just tell the bank that and I'd bet you'll have your money back very quickly.
 

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Discussion Starter #13
For those following, UPDATE: I called back. First, I swear it's like no one works there except Stephen. He picks up the phone, I tell him I want to talk to Chris. He tells me Chris is out of the office for a while. He then tells me the bank was taking longer to process things because of how long the charge has been since the original order.

I tell him I just want my money back and I want it before the end of the week, so he tells me he can cut me check, prioritize it overnight (CO to AZ) and give me a tracking number for it when it sends out today.

Feeling like I can't seem to get hold of any other employee except Stephen, whether it be sales or tech support, I say fine and we each hang up.

This is it. If I don't get my money back this week, then I'll call my bank again and ask for a chargeback as suggested. If for whatever reason that falls through and things pursuit, then -- and I can't believe I'm saying this or may even have to do this -- but I'll file suit. It's theft at this point.
 

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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?
White Knuckle Offroad and HardCore Offroad. :)
 

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If for whatever reason that falls through and things pursuit, then -- and I can't believe I'm saying this or may even have to do this -- but I'll file suit. It's theft at this point.
You wouldn't even need to file it IMO. I'd bet if you mailed a copy of the suit paperwork to them with sig required with a note of your intent to sue if you don't receive payment in X amount of days they'd speed that process up quite a bit.

Otherwise it's going to be a judge asking them in person (no ignoring the phone or hiding behind email this time) ok did you deliver the item the customer paid for? No? Then pay up + fees.
 

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White Knuckle Offroad and HardCore Offroad. :)
+1

Especially Hardcore. Prompt responses and they honor their timelines, which are already comparatively very short in the first place.
 

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I would do a credit card chargeback immediately and if and when you get a check just tear it up. You've been jerked around way too long for a simple product order.

These racks are very simple to build. Maybe just buy the steel and take it to a local welder or go ask at your local high school shop class if they need a project.

Good luck!
 

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Son of a... so where the hell can we go for acceptable customer service?
Straight to the source has worked well for me.
order Radflo's from Radflo. Alcan's from Alcan, and so fourth.

I still order PRG exclusive parts form PRG, it's the other stuff that seems to fail.

Another thing I was successful with. After ordering Radflo's from PRG I called Radflo 3 days later to see if they got the order and what the real lead time was. Radflo's lead time was accurate down to the day and the order was accurate.

It's a shame to have to follow up on vendors like that. But, it works and helps determine what is b/s and what's not so you can plan appropriately.

Ordering directly from the source almost always cost more. But, a lot less B/S.
 

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There are several people I know here in Colorado dealing with the same issues you are. Same vendor, different products. You are not alone. It really sucks not having big aftermarket support for our Nissans. It makes me think twice about buying a Frontier over a Tacoma in the near future.
 
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