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Recently I ordered some ITP 10” rims and a set of AMS Sand Snake Paddles from Rocky Mountain ATV. Here is my review of their customer service and their product for this purchase.
I placed my order ahead of the Christmas Rush to be sure and give them as far of notice as possible and to prevent any shipping delays. If you have shopped for anything major or new for the 700xx you’ll quickly notice that it’s most likely out-of-stock. This was also the case for the ITP rims for my 700XX. This wasn’t that big of a deal to me because I knew that I wasn’t going to be hitting the sand any time soon so it was fine of them to send it when they could. The lady that I spoke with on the phone when placing my order said that it would be early January before they would get a new shipment of rims in, which as I mentioned before…it was ok.
At that time Rock Mountain ATV had a special that if you spent over $300 dollars you got $50 in free items. My rims and tires were a package deal at $258 and included the free shipping and mounting. (sweet!) So, now all I ha dto do was pick out $50 in stuff to break the magical $300 mark and blamo…free stuff. So I got an air and oil filter and some air filter oil. I even checked the free wrapping and gift card from me to me on the order form.
I love Rocky Mountain ATV’s shipping and tracking on their order status page which allows you to view your stuff as it travels place to place from Utah.
I received the filters and oil within a few days festively wrapped for the holidays and just as I had written, from Gary to Gary. As I mentioned previously, the wheels were on backorder, so I wasn’t expecting those to be there.
Well a couple of days later…surprise…surprise I get two HUGE boxes from Rocky Mountain ATV. (no gift wrapping for wheels and tires though) When I opened the box I was less than happy. In one box was two paddle tires, one was folded completely in half. In the other box was the shiny set of rims. I rushed back to my PC and checked the Web…sure enough they were supposed to be mounted! I called RMATV’s customer service and told them the situation for which they replied that they were sorry for the inconvenience and that I could take them to a local bike shop and have them mount them and then just fax them the receipt. At first I was Ok with the idea of this but then upon thinking of it further I though that it wasn’t that great of a deal for me as I would have to front the money for it. (Yes, I understand that this is cheap…but for me it was the principle) So, rather than driving 40 miles to get two tires mounted I mounted them myself with a ball joint separator and the high pressure hose at my local “Flyin’ J” on my way to go riding one morning.
My experience scored from 1-10:
The Product: 6 – it wasn’t exactly as described although they fitted well. The UNI airfilter fit great.
The Shipping: 10 – not only was I able to track it but they shipped it faster than I thought it would. They exceeded my expectations in getting it to me weeks before they thought they would even have it at the time of our initial conversation.
Customer Service: 7 – They were very nice on the phone, the only thing that I can fault them on is not giving me more options like a “store credit”.
*******************************UPDATE**********************************
RMATV has rectified the situation by warrantying-out the old tires and crediting me the amount. I chose to go with some Skat Trak Edges. They mounted them and shipped them back to me for the price difference.
I have not had a chance to use these tires yet.
Special thank you to RMATV customer service people Valerie and Rachelle. Both corresponded thoughtfully and helpfully throughout the whole process and escalated when asked.
THANKS RMATV!
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I placed my order ahead of the Christmas Rush to be sure and give them as far of notice as possible and to prevent any shipping delays. If you have shopped for anything major or new for the 700xx you’ll quickly notice that it’s most likely out-of-stock. This was also the case for the ITP rims for my 700XX. This wasn’t that big of a deal to me because I knew that I wasn’t going to be hitting the sand any time soon so it was fine of them to send it when they could. The lady that I spoke with on the phone when placing my order said that it would be early January before they would get a new shipment of rims in, which as I mentioned before…it was ok.
At that time Rock Mountain ATV had a special that if you spent over $300 dollars you got $50 in free items. My rims and tires were a package deal at $258 and included the free shipping and mounting. (sweet!) So, now all I ha dto do was pick out $50 in stuff to break the magical $300 mark and blamo…free stuff. So I got an air and oil filter and some air filter oil. I even checked the free wrapping and gift card from me to me on the order form.
I love Rocky Mountain ATV’s shipping and tracking on their order status page which allows you to view your stuff as it travels place to place from Utah.
I received the filters and oil within a few days festively wrapped for the holidays and just as I had written, from Gary to Gary. As I mentioned previously, the wheels were on backorder, so I wasn’t expecting those to be there.
Well a couple of days later…surprise…surprise I get two HUGE boxes from Rocky Mountain ATV. (no gift wrapping for wheels and tires though) When I opened the box I was less than happy. In one box was two paddle tires, one was folded completely in half. In the other box was the shiny set of rims. I rushed back to my PC and checked the Web…sure enough they were supposed to be mounted! I called RMATV’s customer service and told them the situation for which they replied that they were sorry for the inconvenience and that I could take them to a local bike shop and have them mount them and then just fax them the receipt. At first I was Ok with the idea of this but then upon thinking of it further I though that it wasn’t that great of a deal for me as I would have to front the money for it. (Yes, I understand that this is cheap…but for me it was the principle) So, rather than driving 40 miles to get two tires mounted I mounted them myself with a ball joint separator and the high pressure hose at my local “Flyin’ J” on my way to go riding one morning.
My experience scored from 1-10:
The Product: 6 – it wasn’t exactly as described although they fitted well. The UNI airfilter fit great.
The Shipping: 10 – not only was I able to track it but they shipped it faster than I thought it would. They exceeded my expectations in getting it to me weeks before they thought they would even have it at the time of our initial conversation.
Customer Service: 7 – They were very nice on the phone, the only thing that I can fault them on is not giving me more options like a “store credit”.
*******************************UPDATE**********************************
RMATV has rectified the situation by warrantying-out the old tires and crediting me the amount. I chose to go with some Skat Trak Edges. They mounted them and shipped them back to me for the price difference.
I have not had a chance to use these tires yet.
Special thank you to RMATV customer service people Valerie and Rachelle. Both corresponded thoughtfully and helpfully throughout the whole process and escalated when asked.
THANKS RMATV!
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