Beware of BakFlip by Bak Industries
02-11-2014, 09:02 AM
#51
Senior Member
iTrader: (1)
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!
~Tony
02-11-2014, 09:06 AM
#52
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.
Tony
02-11-2014, 09:07 AM
#53
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.
Thanks again.
Julian.
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Toddman38 (02-12-2014)
02-11-2014, 09:08 AM
#54
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.
Thanks again.
Julian.
Now, I do however think that customer service goes a long way in retaining business and life long customers. While the cover may be out of warranty, it would probably be a good business decision on Bak's part to help the OP out in any way that they can. I don't think the 30% off a new cover is the way to do it either. Bak has to understand that when someone pays over $700 for a product, such as a bed cover, they are expecting it to last for many years. That is one heck of an investment to make every 2 years or so if the product doesn't last. A good product will attract a customer once. Good customer service will attract a customer for life.
Edit: I didn't see in the thread where you had told the OP to contact you for replacement. That IS good customer service. To everyone else that is bashing this guy, find me another company where you CAN call the shop and talk to the CEO/President in a timely manner. I'm sorry, but he DOES have better things to do than to answer customer service calls. But at the same time, Julian, I feel that if you are telling people to call you or email you directly, you have to be ready to answer those in timely manner or expect hell in return.
Last edited by il_duce; 02-11-2014 at 09:24 AM.
02-11-2014, 09:09 AM
#55
Senior Member
[QUOTE="lotecredneck;3294202"] That's exactly what mine is doing. Tony[/QUOTE
We will see what they do. I have a very close friend that has a big automotive accessories shop and he said that should not happen. I making a trip to visit family next week and would like a cover that doesn't leak all over my stuff.
Tony[/QUOTEWe will see what they do. I have a very close friend that has a big automotive accessories shop and he said that should not happen. I making a trip to visit family next week and would like a cover that doesn't leak all over my stuff.
02-11-2014, 09:19 AM
#56
Senior Member
Julian this is a garbage response. If you have time to read through this forum and write write a long message whining about how busy you are then you clearly have time to take a 5 minute phone call to get an address for shipment. What a joke. You are losing customers left and right here quit being shady and follow through.
it's been 2 days since the first post and the president of the company is trying to make it right. Losing customers? hell, I may sell my current tonneau cover just so I can buy one of his - he could've told you all to pound sand the product is out of warranty.
patience, if he hadn't replied again in over a week maybe it's time to start being a d-bag .... but that isn't the case here.
02-11-2014, 09:24 AM
#57
Senior Member
iTrader: (1)
it's been 2 days since the first post and the president of the company is trying to make it right. Losing customers? hell, I may sell my current tonneau cover just so I can buy one of his - he could've told you all to pound sand the product is out of warranty.
patience, if he hadn't replied again in over a week maybe it's time to start being a d-bag .... but that isn't the case here.
02-11-2014, 09:24 AM
#58
Senior Member
I'm on the fence as far as customer service goes.
That was probably an appropriate response, I'm not sure how many of you own a company as large as Bak and understand the daily tasks but he's not exactly lying. My family has always been in a similar job position and there are times where even family don't get attention. He does have customer service staff to do the job of dealing with us but it's a regular thing for customers to want to come to the CEO.
As far as emailing rather than posting I think that's wrong. He needs to make the impression here too.
It's half and half for me.
But that's just my 2 cents in customer service. I like the product. And personally I can't see another brand I would actually like on my truck that offers the same things.
That was probably an appropriate response, I'm not sure how many of you own a company as large as Bak and understand the daily tasks but he's not exactly lying. My family has always been in a similar job position and there are times where even family don't get attention. He does have customer service staff to do the job of dealing with us but it's a regular thing for customers to want to come to the CEO.
As far as emailing rather than posting I think that's wrong. He needs to make the impression here too.
It's half and half for me.
But that's just my 2 cents in customer service. I like the product. And personally I can't see another brand I would actually like on my truck that offers the same things.
02-11-2014, 09:30 AM
#59
I for one will be following this thread closely. I know this is my first post but it is what prompted me to finally join.
As a SD owner going back to 2000 (several trucks) I am making the change to the 2015 150 this fall and was sold on the G2. I have had retrax on my past 3 trucks and after reading this I do have concerns regarding the G2 and will monitor this and other threads further prior to making my decision this fall.
To the OP and others with this issue please keep us informed. It will be extremely helpful to those of us looking at a new cover in the near future.
For comparison one of the retrax's I had the cover actaully broke right by the box, the slats just came apart right in front of the box. The cover was 4.5 years old and a I contacted my local supplier, they contacted retrax, and retrax replaced the roll up portion of the cover. The labor was on me but I thought that was more than fair on a 4.5 year old product.
As a SD owner going back to 2000 (several trucks) I am making the change to the 2015 150 this fall and was sold on the G2. I have had retrax on my past 3 trucks and after reading this I do have concerns regarding the G2 and will monitor this and other threads further prior to making my decision this fall.
To the OP and others with this issue please keep us informed. It will be extremely helpful to those of us looking at a new cover in the near future.
For comparison one of the retrax's I had the cover actaully broke right by the box, the slats just came apart right in front of the box. The cover was 4.5 years old and a I contacted my local supplier, they contacted retrax, and retrax replaced the roll up portion of the cover. The labor was on me but I thought that was more than fair on a 4.5 year old product.
02-11-2014, 09:31 AM
#60
Senior Member
iTrader: (1)
I'm on the fence as far as customer service goes.
That was probably an appropriate response, I'm not sure how many of you own a company as large as Bak and understand the daily tasks but he's not exactly lying. My family has always been in a similar job position and there are times where even family don't get attention. He does have customer service staff to do the job of dealing with us but it's a regular thing for customers to want to come to the CEO.
As far as emailing rather than posting I think that's wrong. He needs to make the impression here too.
It's half and half for me.
But that's just my 2 cents in customer service. I like the product. And personally I can't see another brand I would actually like on my truck that offers the same things.
That was probably an appropriate response, I'm not sure how many of you own a company as large as Bak and understand the daily tasks but he's not exactly lying. My family has always been in a similar job position and there are times where even family don't get attention. He does have customer service staff to do the job of dealing with us but it's a regular thing for customers to want to come to the CEO.
As far as emailing rather than posting I think that's wrong. He needs to make the impression here too.
It's half and half for me.
But that's just my 2 cents in customer service. I like the product. And personally I can't see another brand I would actually like on my truck that offers the same things.