pprior

Sounds like there may be some bad apples in customer service but at the top they understand. I'm impressed at the response here.

To those that say "oh, it's a 1 year warranty and so after that tough luck" that's nonsense. Maybe you young kids like to drop money and view everything as disposable, but I remember the days where things LASTED.

lotecredneck

Well I have waited till past 6:00 pst before posting this.

I grew up with my parents telling me that "actions speak louder than words"! And this pretty much sums up this discussion.

I waited till about 11:00 pst to call Julian after his comments on this board about the problem with my Bakflip G2. When I called, the gentleman I spoke with said one moment and I will get him then immediately came back on the phone and wanted to know what it concerned. After giving him this information, he came back and said he wasn't there, but he would give him my name and number. Long story short, never heard back! I even sent him an email message and never received a reply, but frankly, I didn't expect one!

Those that chimed in saying they were proud he monitored the boards and he was a stand up guy need to know that the reason he knew there was a thread concerning his product was because I sent him an email with the link to the thread when I first posted the issue.

Those that have a G2 with no problems I am very thrilled that you don't have the one like I have and I hope yours continues to be trouble free like I hoped mine would be.

Did I really expect anything else? Actually I did, but after today I realize it was merely his running damage control and giving lip service to those that would listen. I am sure he will be back on here with some excuse about a meteor striking his car or Dracula kidnapped one of his children or some other disaster as to why he couldn't respond or call back, but in the bottom of my heart I know why. He had no plan to do otherwise, it was just a method of reducing the impact of negative messages till the flame goes out.

The saga continues..... so let the flaming begin!

~Tony

Spectragod

Thanks for the update. As a new owner of an FX4, I was looking to purchase a cover for my truck, I can say it won't be a BAK product.

It is sad that these manufacture's want premium dollars for their product but don't offer a lot of customer service, a change in how we make purchases by using these reveiws can solve a lot of customer "no" service problems.

Sorry for the problems that your having, and I hope that they get resolved, but thanks for sharing your results thus far.

kitzi

Sound familiar...luckily I had a wonderful dealer who allowed me to return the cover for a refund...and still use me as a reference for the cover...

RRSport

I had a RollBak. I called Bak and requested to speak to Julian, they gave me the same "he's not in" excuse. After calling 3 times for him and him never being in I gave up. I also sent him two emails which he never replied to.
All I wanted to do was switch my RollBak for a BakFlip F1. The cover was only a few months old and didn't have registered warranty but I paid a lot of money for it and it wasn't working for me due to is incompatibility with Canadian winters(otherwise great cover).
I got to the end of my rope and gave them a final call demanding I speak to Julian. The guy on the other end happened to be VP this time. So I explained and he said no problem, explain to your shop, tell them we spoke, they'll contact me and we'll get you swapped out.

Today my RollBak was taken off and my F1 installed. I have had my F1 for less than 10 hours but I am already thrilled. Quality is great, functions great, and I know it's durable and weather resistant due to research and am looking forward to getting some good use out of it.

Typically a product will not be exchanged after 30 days, I had this for months. I also didn't register for warranty, regardless, Bak stood up and fixed my problem.

My complaint is in fact that Julian has an inconsistent record for following through with the people he promises a resolution too. I have faith my F1 will last the life of the truck. If it doesn't, I know who I'm calling first.

Other than that I don't see a better cover out there, and if they're pushed the right way their service is up to par. I would recommend a Bak cover. Julian however, needs to start following through with customers who occasionally have a very fixable issue with what is a great product.

Silver FX4

Subscribed...
My part-time job is at a Ford dealership, and I get many inquiries about my tonneau. My G2 has been trouble free (and hopefully that continues), but I want to give customers a completely confident recommendation when they ask.

lotecredneck

I am different in I wont call over and over again. I will simply speak with my wallet and make sure that others know what they are getting and what service I received and then they can make their own decision if they want to take a leap of faith!

Tony

jmaimin

Guys this is Julian again. Please note that while I do care tremendously, I am only one guy and my time during the day is extremely limited. I'm not making excuses, but sometimes my staff know that unless the sky is falling, they best not bother me with customer service related matters. That's what I pay them for and expect them to step up and do a stellar job. It's not to say that I feel too important to help, but rather, I am at the helm of a company with hundreds and hundreds of employees and everyone needs a piece of me at any given moment. Sometimes I simply don't have the time. Yesterday was a particularly difficult day for me. I was slammed in some pretty exhausting meetings and only got home after 10:30 pm. For those that care, it is now 5:28 am and I am back to work already. My proposal would be rather than trying to get through to me on the phone via my customer service department, just email me directly at julian@bakindustries.com and I will get you squared away. Honestly folks, I am here to help. We make an incredible product, albeit that from time to time we do have defects. I'm am here to help and if I say I'l do something, I'll do it. I think it fair to say that "one tree does not make a forest", and I would only ask that BAK Industries not be judged by the occasional late response or perhaps not always exemplifying perfection in all areas. I can tell you that we've built a reputation in 40 countries for being the premier brand of tonneau cover, and that hasn't happened by making crappy products or having bad service. I am personally taking responsibility for some of our employess not always being sensitive or responsive, but they are likely just following protocol. So very often these sorts of issues need to be viewed in the gray, rather than black and white. So to wrap this up, just email me directly. You have my solemn commitment that as the president and CEO of BAK Industries, I will take care of you personally.

Thanks again.

Julian.

kidastra

iTrader: (1)

Cute, but if I take the op at his word. He did send you an email after being dismissed on the phone.

focus289

Well I finally got to look at all my seams and the are pulling away in TWO places. I ran water over the tip of both those areas and water just pours into the bed. I took pictures but it won't let me load them for what ever reason. I will be contacting BAK today to see what they can do. I have had the cover for just over a year I hope they will take care of it.