Been going back & forth w/ customer service via e-mail today. Short story:
- Bak is willing to send a new latch mechanism
- I will need to install it
- I'm happy with customer service thus far
- I'm not happy with the weak design of the system
The poor design is obviously not customer service's fault and I do not give the representative any grief about it.
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Exchange pasted below, redacted names.
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Hi Angela,
This is the panel closest to the truck bumper (rearmost).
Thanks again for the quick responses!
Sent from my 4G LTE Device
-------- Original message --------
From: Angela @bakindustries.com>
Date: 1/18/18 13:24 (GMT-06:00)
To:
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Hi ,
I can get the product number, can you verify which panel this is?
Angela, Customer Service
Angela @bakindustries.com
818.365.9000 ext 5003
1100 N. Glenstone Ave. Suite 140, Springfield, MO 65802 | USA
Facebook | Youtube| Instagram | bakindustries.com
From:
Sent: Thursday, January 18, 2018 11:50 AM
To: Angela @bakindustries.com>
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Hi Angela,
I checked the cover and there is no part number sticker but the bak flip g2 logo is on both the top and bottom of the cover.
What should we do next?
Thanks,
Sent from my 4G LTE Device
-------- Original message --------
From:
Date: 1/18/18 09:49 (GMT-06:00)
To: Angela @bakindustries.com>
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Hi Angela,
Understood. I will look for the sticker and send you a photo when I can get out to the truck this morning.
It's unfortunate that the customer has to self-repair but I appreciate your willingness to help and quick email responses!
Please stay tuned.
Thanks,
Sent from my 4G LTE Device
-------- Original message --------
From: Angela <
[email protected]>
Date: 1/18/18 09:35 (GMT-06:00)
To:
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Hi ,
The logo wouldn’t be necessary, I wanted to confirm a part number to ensure we got the correct cover’s parts to you. A latch bar is issued with self-driving screws in place of the original rivets and is typically a solution we would offer to resolve a warranty issue. The customer would use new holes to ensure the bar is attached and secure.
Thank you,
Angela , Customer Service
Angela @bakindustries.com
818.365.9000 ext 5003
1100 N. Glenstone Ave. Suite 140, Springfield, MO 65802 | USA
Facebook | Youtube| Instagram | bakindustries.com
From:
Sent: Thursday, January 18, 2018 9:28 AM
To: Angela <
[email protected]>
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Hi Angela,
This is a BAK branded cover; I can get you a photo of the logo in the cover if you like.
I understand the product is technically out of warranty but was hoping for a complete solution . . . A new latch mechanism, while courteous, still would need to be attached to the panel somehow.
Let me know what to do?
Thanks,
Sent from my 4G LTE Device
-------- Original message --------
From: Angela <
[email protected]>
Date: 1/18/18 07:56 (GMT-06:00)
To: <>
Subject: RE: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Good morning,
Thank you for contacting us about this issue. Per your message and your invoice, I don’t show a product number. Is this a Bak branded cover? A product number can be located under the cover on the sticker. Once I have this information, I will be happy to offer a replacement latch bar as a courtesy. If this is a G2 cover, the warranty ended October 25, 2016.
I look forward to hearing back from you soon.
Regards,
Angela , Customer Service
[email protected]
818.365.9000 ext 5003
1100 N. Glenstone Ave. Suite 140, Springfield, MO 65802 | USA
Facebook | Youtube| Instagram | bakindustries.com
From:
Sent: Wednesday, January 17, 2018 3:40 PM
To: BAK - Warranty <
[email protected]>
Subject: Bak Flip G2 Total Latch-Panel Separation (2014 Ram 1500 5'7" Bed NO Rambox)
Importance: High
Dear Bak Industries,
The latching mechanism on my Bak Flip G2 has completely detached from the panel.
Can you help me? I am moving across the country soon and really need a lockable pickup truck bed. The associated documentation is attached; I received this tonneau cover as a part of my original vehicle purchase.
Please feel free to contact me about this at any time.
Thanks,
