Update: issues addressed satisfactorily w/ EVsportline

[JCRiver]

Just wanted to share my experience with @EV Sportline in case anyone is deciding which aftermarket companies to do business with.
I ordered a wheel/tire set with TPMS early this year. Initial concern was that it took about six weeks to get the order shipped. I will say they were apologetic and made an effort to make this right. However, upon installation the TPMS sensors were not recognized by the vehicle. Customer service stated that it can take a while for the vehicle find them and to just give it time and more miles of driving. Unfortunately after several weeks, none of the sensors were able to connect and so it was recommended that I make an appointment with a Rivian service center to diagnose and fix the problem and the send them the invoice and they would reimburse the cost (all very reasonable).
When I was finally able to get the vehicle in, Rivian ran diagnostics and said that "the sensors were not communicating with the vehicle and the trouble codes populating were all four sensors missing". The faulty TPMS were replaced by Rivian and now work properly.
So, I send the invoice to EV sportline for reimbursement, but they are telling me that since I don't have the old defective sensors to send back (they were discarded by Rivian) they will not reimburse me.
I understand that probably by the letter of the law they have no obligation to reimburse me if I can't send back the defective product, but I would think that after spending almost $8000 with a company and getting a defective or incompatible product, that they would want to make this right.
I have called the service center and confirmed that they do not have the old sensors.
So at this point in addition to buying faulty TPMS from this company with no reimbursement, I had to pay an additional $500 for Rivian to solve the problem.
I have had multiple emails with the customer service and a phone call from the 'VP' to try and make this right, but at this point am being told unless I can come up with the bad sensors I'm out of luck.

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[cohall]

Seems highly unlikely that all 4 sensors were bad. I guess there's a chance it was a bad batch, but odds are low. So was the issue with the sensors, or was it an issue with the vehicle? I can understand why EVS wants them back in order to test them to see what's going on, and Rivian should have known better than to just chuck out 4 brand new TPMS modules.

There's a bit of responsibility on both sides, maybe ask if they'll split the difference with you.

 

[EV Sportline]

Jc - sorry for your troubles, not sure what the problem was but I’m glad it’s solved. It sounds odd because sensors generally work fine - but do require highway driving for a period of time to connect. It’s also odd that all 4 didn’t work. If it was 1 faulty, that’s not impossible - but for all 4 to be bad seems unlikely.

Never the less, we want to be happy with your experience with us so I’ll give you a call and I’m sure we can make this right for you!!!!

 

[JCRiver]

I just received a call from EV Sportline who addressed my issues satisfactorily and made this right for me. I appreciate the prompt response. Cheers.

 

[pointless]

Odd, I guess it is a California thing. There’s a requirement to keep replaced parts for the owner inspection. An effort to keep repairs honest.

Seems like good business practice to avoid issues like this and good faith toward customers.
“Here’s your defective TPMS” vs “Um, they were bad, we chucked them"

 

[JCRiver]

Odd, I guess it is a California thing. There’s a requirement to keep replaced parts for the owner inspection. An effort to keep repairs honest.

Seems like good business practice to avoid issues like this and good faith toward customers.
“Here’s your defective TPMS” vs “Um, they were bad, we chucked them"

That certainly makes sense and would be good policy I would think.

 

[Mousetrap]

I just received a call from EV Sportline who addressed my issues satisfactorily and made this right for me. I appreciate the prompt response. Cheers.

While it's great that they came through in the end and made it right, it continues to frustrate me that companies need to be put on blast on social media before making it right. It seems you followed all the right procedures up to that point, got escalated, and talked to people in leadership without getting anywhere, and then ~10 minutes after you go public with your experience they fixed it. 🫤

Not necessarily calling them out, just expressing general frustration with how some companies operate these days. Reframed, I suppose it could be: "isn't it great that consumers have another option these days when all their other efforts fail to achieve resolution?" ...but I'm not going with that one

 

[Richmun]

A dealership owner once advised me me to ask to have replaced parts returned after repairs. Just put a cardboard box in trunk or bed and ask them to put the parts there. It’s an extra step that lessens the ease for overcharging.

 

[EV Sportline]

While it's great that they came through in the end and made it right, it continues to frustrate me that companies need to be put on blast on social media before making it right. It seems you followed all the right procedures up to that point, got escalated, and talked to people in leadership without getting anywhere, and then ~10 minutes after you go public with your experience they fixed it. 🫤

Not necessarily calling them out, just expressing general frustration with how some companies operate these days. Reframed, I suppose it could be: "isn't it great that consumers have another option these days when all their other efforts fail to achieve resolution?" ...but I'm not going with that one

I really wonder how most companies survive with utterly terrible service, rigid terms, zero efforts to go above and beyond policies -- without a total melt down? Frankly, I wish everyone was put on blast -- because 1. it's rare for us and we always solve so I am not overly worried about it, and 2. I know most all other companies do NOT solve issues well and prospecting customers should know the risks.

We are not perfect (no one is), but basically we do whatever we need to - help, bend policies, make things right, serve customers, etc.

I personally rarely see this from most any companies these days when I buy stuff and things go wrong. Anyone ever try and deal with Amazon after 30 days? ...basically the answer is 'too bad, you're too late'. It frustrates me because I wonder how they get away with it and survive. Good customer service is rare these days.

 

[COdogman]

While it's great that they came through in the end and made it right, it continues to frustrate me that companies need to be put on blast on social media before making it right. It seems you followed all the right procedures up to that point, got escalated, and talked to people in leadership without getting anywhere, and then ~10 minutes after you go public with your experience they fixed it. 🫤

Not necessarily calling them out, just expressing general frustration with how some companies operate these days. Reframed, I suppose it could be: "isn't it great that consumers have another option these days when all their other efforts fail to achieve resolution?" ...but I'm not going with that one

I generally agree with your statement, but unfortunately we also live in a time when too often people put companies on blast on social media (or in forums) without attempting to resolve it with the company first. We see that here on a fairly regular basis. Some people seem to want attention more than they want results.

 

[EV Sportline]

I generally agree with your statement, but unfortunately we also live in a time when too often people put companies on blast on social media (or in forums) without attempting to resolve it with the company first. We see that here on a fairly regular basis. Some people seem to want attention more than they want results.

oh i totally agree with that, best to call first. Sometimes we've been reviewed with negativity -- and it's either anonymous (we cant solve or even confirm who/what) or someone who never contacted us (sometimes an easy fix or an honest customer mistake). That's frustrating for all businesses -- everyone should have a chance to fix things first.

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