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Old 05-31-2019, 12:50 PM   #1
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Amazing Customer Service!

Wow...I'm sort of blow away right now, so I thought I'd share with folks here what just happened.

*Disclaimer: I am in NO WAY affiliated with this company or any of their products. I'm just a consumer like most of you folks.

So today is payday, and I had 3 things in my Amazon cart ready for purchase when I got into work. I almost pulled the trigger when a thought somehow penetrated my thick head, "Hmm, I wonder if these would be cheaper at eTrailer.com".

So what I had in the cart was a receiver hitch for my 1997 Sidekick, a 1 1/4" to 2" receiver adapter, and a 2" Hitch ball for 7500 lb weight capacity.

So, anyone see anything strange about this order? More on that later.

So sure enough, the prices were a few dollars cheaper on eTrailers and since I had already ordered a couple of other related things from them and had received GREAT customer service, I thought why not just order from them?

BTW: The great customer service was simple stuff, but they sent me links to instructions and video's of how to install the 7 pin to 4 pin connectors for my new to me 1997 Sidekick toad.

So about 30 minutes after I ordered the parts, I was getting a cup of coffee, when an unknown call appeared on my phone. Normally I don't answer those, but for some reason I did.

Guess who it was? Yup, eTrailers!

They looked at my order and wanted to make sure I knew what I was doing.

Have you figured out why they were questioning me? I bet some of you have.

So the receiver hitch is a Class 1 hitch, and the 2" hitch ball is rated for 7500 pounds while the Class 1 hitch is rated for 200 pounds tongue weight. And they wanted to know how I was using all these things together?

Do you think Amazon would have done that? NOPE!

I'm just blow away!!!

Now, there are two parts that are related to one project, but the 3rd is not.

The Class 1 hitch and the adapter are going on my Sidekick to be used for holding a bike rack, and that's certainly less than 200 pounds.

The 2" hitch ball is going on the Class III hitch that is on my RV and is pulling my 3500 pound Sidekick.

So wow...kudos to a company that isn't just cranking stuff out the door, but actually making sure things make sense. And to call me...wow...I'm just speechless.

I'd be curious if anyone else has had this kind of CS from eTrailers.
Thanks.
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Old 05-31-2019, 01:06 PM   #2
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Old 05-31-2019, 06:57 PM   #3
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I have always had excellent service from Etrailer. Very competitive pricing
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Old 06-01-2019, 01:23 PM   #4
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Bad thing is canít buy everything from etrailer.
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Old 06-01-2019, 01:29 PM   #5
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I have always had great service from etrailer.
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Old 06-03-2019, 03:19 PM   #6
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When I had them on the phone I told them they had a BIG following here on IRV2. Not sure what she did with that information, but it seemed like she was making a note of it.
Maybe they'll become a sponsor?
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Old 06-03-2019, 04:08 PM   #7
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We order wheel bearings, races , seals and trailer hubs.
And many other goodies.

The service is excellent and we have always received the correct Parts.

A great company.
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Old 06-03-2019, 04:19 PM   #8
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+1, great service! They took great care of me on a defective power cord. Service after the sale really shows a companies true character.

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Old 06-03-2019, 04:25 PM   #9
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Always always always the best service from etrailer. they ship quickly, and have video demonstrations on virtually all their products. They have always been a real pleasure to deal with, and their prices are incredibly reasonable, given the level of service they provide. I have placed several orders with them, and they have never let me down yet.

Amazon, on the other hand, is a different story. It has gotten to the point where I anticipate some sort of issue with everything I order from them. One time, they put some items which should have been in a box, in an envelope instead. How wonderful it was receiving an empty, torn envelope. They sent a replacement order, but asked me to return the old products 3 times. Pretty hard to return items you never received. Luckily the post office put an official post office sticker on the envelope that said received empty, and I took a picture of it. That is just one example.

What's worse, they don't care. My theory is that they have gotten too big to provide adequate customer service. If you think about it, if you are actually able to manage to find the item somewhere else, they won't even feel that if you do it a hundred times. The expense they would have to go through to provide actual customer service would cost them more than they would ever lose if you are able to go somewhere else.

They have it, you want it. If they screw up, too bad, go ahead and go somewhere else. Etrailer is just the opposite.
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Old 06-03-2019, 08:06 PM   #10
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Yea Etrailer!!!
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Old 06-03-2019, 08:21 PM   #11
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It is always nice to hear positive reports.
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Old 06-04-2019, 01:15 PM   #12
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I have purchased from etrailer and have had occasion to contact customer service they are great to work with I always consider purchases from them whenever possible.
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Old 06-04-2019, 03:12 PM   #13
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A few complaints I have read (and it did happen to me as well) is some things are not packed well and arrive damaged. Overall, my experience has been good but not perfect.
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Old 06-26-2019, 10:35 AM   #14
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Welp...they did it again!

These guys are truly amazing!

I needed to get 3 locking hitch pins and I wanted them all keyed the same. I did a quick search on Amazon and eTrailer but got sort of overwhelmed. So many choices and I didn't see where I could get two 2" and one 1 1/4" all keyed the same.

So I sent an email to one of the customer service reps that had sent me confirmation of some of the other items I had previously ordered and asked them to please put together a package of what I needed. Sure enough they did and I ordered them on my phone.

So we're in the middle of getting our house on the market to sell and have been FLAT OUT busy! Painting, cleaning, tearing down, building up... on and on, and I just don't have time to read the small print nor pay attention to all the details.

Well, I ordered the parts and an hour later I get a call from Steph at eTrailer in regards to my order. She said I didn't click the box to make all the hitch pins work with the same key. Wow...just wow. So she canceled the order, and made a new one and clicked all the boxes so now when I get my order I KNOW it will be right.

Who does that? If I had ordered these on Amazon or Home Depot, or where ever, do you think they would have called?

I am just so amazed at these guys going the extra mile.

I know eTrailers has a good reputation here on IRV2 and here's another reason to add to that list of why. Products are products, but customer service like this is in another class all together.
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