ICI customer service issue

[rjames78]

So about a month ago I ordered ICI from trophy bumper and rear baja bumpers, or at least I thought I did.

Turns out there was some communication issues and ended up having a front baja delivered along with a baja rear.

I did not order directly thru ICI as being in Canada it is usually more convient to order thru local shops due to customs etc.
Plus I like to support local when I can even tho it usually Costs a few more dollars. Thus is where my problems began.

Grand west is a fairly large wholesaler up here and my local shop (Get a Grip Tire who I use to purchase tires as well as some mechanical work and have always had good experiences with)
Uses as their supplier. I had placed a fair chunk of money down because these were special order according to Grand west.

Once we discovered the problem it turns out that it was my local shop who ordered both front and rear baja and not the front trophy, so he did some digging to find out what it would take to simply exchange the front baja for the front trophy (trophy being a significantly cheaper bumper). Maybe I didn’t make myself clear to the local shop when I ordered but due to our good working history I didn’t want hi, left holding the bag either, so I was willing to eat the shipping as well as the cost difference between the bumpers in order to get the one I wanted.

My local shop contacted Grand West to see what they could do and after a week of waiting their response was it would be 400 for shipping and wanted another 1000 dollars in top to exchange for the trophy bumper!!!!!! I could order the trophy bumper new and still come out ahead!

At this point I’m pretty pissed off and contact ICI directly inquiring about working directly with them to solve this problem, honestly thinking it would be no issue bumper was still in the box it was shipped in no damage. After speaking with ICI they basically said there is nothing they can do for me. Below is a copy of the email I sent in response:

Thank you for this help in this matter, although I can’t say I’m not a little disappointed.
Used to be the manufacturer would have no issue in helping a client solve a problem with a supplier , those companies seem to be getting fewer and further between.
I have a hard time understanding the issue when I want to simply exchange one of your companies products for another, it seems like a fairly simple transaction to me the consumer.
This is not a reflection on you Carol, but I will do my best to make my experience with ICI known on whatever platforms I can and refuse to mount your products on my vehicle, so I will return the items and take the loss on the money I have already put down leaving the shop in town I dealt with most likely holding the bag due to the arrogance of the supplier trying to change 1000$ plus shipping to simply swap my Baja bumper for your cheaper Trophy model.

Again thank you for your help personally but I couldn’t be more disappointed in ICI.

Am I out of line here or is is wrong to expect more from the manufacturer?

Needless to say I won’t be using their products and as soon as I’m able to as a newer member I will posting these and several other items for sale In the classifieds.

Sorry for the long rant

 

[SOKY_RAM]

Don't blame you at all.

Skyjacker screwed me over once upon a time by sending me the wrong struts in the correctly labeled boxes. The problem was the shop i had install it had already swapped the springs onto these struts. When he tried to install they were about 6 inches too long. Had to reverse it and put truck back together. So he had to charge me a couple hours shop labor. I informed skyjacker of the issue, which prob saved them from future mistakes and they did get me the correct parts. But they refused to pay me back for the shop labor I was out. To this day, I will not do business with them. And I have lifted several vehicles since then. I also have several friends that will ask for advise, guess who I tell them to stay away from.

 

[RedSRT4Me]

So about a month ago I ordered ICI from trophy bumper and rear baja bumpers, or at least I thought I did.

Turns out there was some communication issues and ended up having a front baja delivered along with a baja rear.

I did not order directly thru ICI as being in Canada it is usually more convient to order thru local shops due to customs etc.
Plus I like to support local when I can even tho it usually Costs a few more dollars. Thus is where my problems began.

Grand west is a fairly large wholesaler up here and my local shop (Get a Grip Tire who I use to purchase tires as well as some mechanical work and have always had good experiences with)
Uses as their supplier. I had placed a fair chunk of money down because these were special order according to Grand west.

Once we discovered the problem it turns out that it was my local shop who ordered both front and rear baja and not the front trophy, so he did some digging to find out what it would take to simply exchange the front baja for the front trophy (trophy being a significantly cheaper bumper). Maybe I didn’t make myself clear to the local shop when I ordered but due to our good working history I didn’t want hi, left holding the bag either, so I was willing to eat the shipping as well as the cost difference between the bumpers in order to get the one I wanted.

My local shop contacted Grand West to see what they could do and after a week of waiting their response was it would be 400 for shipping and wanted another 1000 dollars in top to exchange for the trophy bumper!!!!!! I could order the trophy bumper new and still come out ahead!

At this point I’m pretty pissed off and contact ICI directly inquiring about working directly with them to solve this problem, honestly thinking it would be no issue bumper was still in the box it was shipped in no damage. After speaking with ICI they basically said there is nothing they can do for me. Below is a copy of the email I sent in response:

Thank you for this help in this matter, although I can’t say I’m not a little disappointed.
Used to be the manufacturer would have no issue in helping a client solve a problem with a supplier , those companies seem to be getting fewer and further between.
I have a hard time understanding the issue when I want to simply exchange one of your companies products for another, it seems like a fairly simple transaction to me the consumer.
This is not a reflection on you Carol, but I will do my best to make my experience with ICI known on whatever platforms I can and refuse to mount your products on my vehicle, so I will return the items and take the loss on the money I have already put down leaving the shop in town I dealt with most likely holding the bag due to the arrogance of the supplier trying to change 1000$ plus shipping to simply swap my Baja bumper for your cheaper Trophy model.

Again thank you for your help personally but I couldn’t be more disappointed in ICI.

Am I out of line here or is is wrong to expect more from the manufacturer?

Needless to say I won’t be using their products and as soon as I’m able to as a newer member I will posting these and several other items for sale In the classifieds.

Sorry for the long rant

Sorry to hear about your misfortune. Hopefully others considering ICI will reconsider if customer care treats customers like this.

Good luck!

 

[ram1500rsm]

I've read the OP a few times and i don't know why the supplier was quoting him $1000 to change to the cheaper bumper ? I think the penalty to return the Baja bumper is $400 in shipping? (ouch), but the Thophy is about $600 cheaper than the Baja. i'd assume the OP paid Baja price for the Baja bumper ? so doing a simple math. $1600 - $400 you'll be getting back $1200, The Throphy is about $1000.
I know that i'm not counting shipping charges, exchange fees, Canada $$ rates, etc etc, so where do the other $1000 come from ? Grand West fees for being in the middle ?

 

[buddy guy]

i know you have a relationship with your local guy, but i think you're being too nice. they ordered the wrong part. the supplier shipped the right part based on what was ordered. i'd expect the local guy to order the right part. or if you liked the baja, his problem to eat the difference not yours. now you've taken on the local shop's issue as your own. (i assume i'm reading the issue correctly). sounds like you are going to be out of pocket without any front bumper. i'd be thinking if i was your shop owner buddies, they are thinking they dodged a bullet for their mistake.

 

[madtrucker2016]

I think you should just put both Bumpers on your truck and call it a day. why stress yourself out .they probably look awesome any way its a learning curve and life moves on. Also you would be out of pocket money to prove a point to a company that could not give a ****.

 

[rwhjr]

Why the loyalty to some local shop who clearly has no loyalty to you (which would be correcting their mistake)?!?

I don’t get the whole concept if they’re not willing to do anything for you and why you’re willing to pay thousands for something you don’t want.....

 

[Triumphx]

Sorry to hear, i have their side steps and they are pretty weak. I don’t recommend them either.

 

[rjames78]

My main frustrations come with the unexplained 1000 dollars from grand west, they are basically calling it a restocking fee which I find unacceptable and my main point is I would like companies such as ici step in when their vendors are being completely unreasonable. This was an item grand west already had in stock and their warehouse but they are calling it special order? And offer no reasonable explanation for the extra charges.

As to my buddy this is a small community and try to help each other as we are 2 hours from any major city center. He has treated me extremely well for years so I’m not going to hold him over the coals due to an unreasonable wholesaler.

As to just using the bumpers, I have no interest in using a companies products if the customer service isn’t there.
I think too often nowadays people let things slide out of convenience and costs associated and allows the pattern of poor customer service continue and grow. I’m in a position fortunately to est the associated costs and will fire sale them when I’m able to just to have them gone.
Th

The only other option was modifying them beyond recognition so as not to claim them as an ici product.

Thanks everyone for their input!


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[rjames78]

A little update I am in the process of modifying the ici hopefully beyond recognition.
Should be finished later this week.


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[rjames78]

Also it appears that ici no longer makes the trophy or baja line, which would completely screw me regardless if I have fitment issues or quality control issues, as I have yet to uncrate them and began stripping them.

Real cool ici


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[kurek]

It looks like ICI got entirely out of the bumper business, they even sold their Jeep bumper IP to Raptor, who is based in California.

Maybe they had too many people blaming them for mistakes their local shop made.

 

[rjames78]

Couldn’t be happier for them !


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