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| - Friendly on the front end, but unfortunately was very disappointed by the customer service on the backend! I purchased a 2.5" leveling kit from SDHQ a year and half ago and felt very good about the buying experience. A short time later I began experiencing a squeak every time I drove over a speed bump, curb, or depression in the road. SDHQ pushed me off over the phone by quickly positioning themselves as not the problem and directing me back to the Ford dealership to solve the apparent suspension problem. They said things like "nothing we did on your truck would have effected it in that way" etc. I made two such attempts with SDHQ each time being brushed aside. Then I had my truck's oil changed at another shop who indicated that the brake lines were too short and couldnt let my truck be lifted by the frame for fear that the lines would break. Hmm... When I called SDHQ they again quickly became defensive and said that the brake lines were fine, that the manufactuer had deisigned the kit and would know. I was later again reminded of this problem at the Ford dealership who confirmed that the brake lines were too short for the application and that the sqeak was a result of the aftermarket trac bar was rubbing on a frame cross member. With renewed resolve I contacted SDHQ who again down played the brake line issue, but told me I could have them install aftermarket lines at my expense, then denied that I had made any effort to resolve the squeak with them saying that they wouldnt have put me off but in a very defensive tone finally agreed to evaluate the situation making no commitments to resolve the problem.
A third problem happened during this time that was related to an onboard air compressor that I purchased from them. It was inside a year of having the work done and a valve on the air tank failed. Calling SDHQ only frustrated me because getting a simple part replacement felt to me as though they were put out to help. They were encouraging me to call the manufacturer and work it out with them. Instead of trying to make me feel like my happiness with their solution was preserved, I felt again like an inconvenience and told them that I would work it out on my own. They made no effort to make sure I was hanging up a satisfied customer.
My issue is is less about the unwillingness to stand behind their solutions from both a quality and performance perspective. Why would they send out a truck that was lifted by them with brake lines that when the wheel is extended could possibly break? Why would they not stand behind the quality of the lift product that didnt fit properly (causing the squeak). I probably would have been easily reasoned with and even willing to pay more, not to mention purchase future product, had they only showed they cared about my problem and my satisfaction?
While they carry a great selection of product, I will NEVER again purchase ANYTHING from them that would require any customer at ALL. They were not the cheapest, but being as nice a store as they have, I expected their solution to be top notch. Instead on the backend I felt berated and attacked for my desire to have a lift solution that worked as intended.
No vote here from me. The product was good, SDHQ was more than happy to take my money up front, but had zero interest apparently in my satisfaction, my future business or the business of those who I come in contact with.
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