Originally Posted by RBowman
I wanted to post a comment on a final surprise interaction with Blue Ox and answer a few of the above careful observations some of you made in your posts. Very true that I routinely run with the cruise above 7mph over the limit and sometimes roll faster downhill if I'm not paying attention. I have the metric equivalent of 34's on the jeep. While there is no obvious shimmy, I'm sure there could be some. The bar was locked up to at least the last toll in the trip about 15 miles earlier. I had turned on my camera briefly because I was in the far right toll line and the merged left exiting the booth. I wanted to be sure the jeep didn't clip the concrete barrier on my rapid merge towards the left. Also, I checked the bolts yearly and kept everything tight. I lubed the arms under the boots with lithium grease yearly, but I never have had Blue Ox or anyone else service the 2012 tow bar. I honestly didn't know that yearly service is a necessity. I appreciate all the insightful and candid comments.
After I spoke with Blue Ox yesterday, I had thought my discussion with them was over. To my surprise, I received a call today from Blue Ox. It was from a different customer service representative than the one who spoke with me yesterday. I did speak with this individual a couple days ago and had sent pics to him as well as to a general company email. This representative indicated that his boss reviewed the pictures and determined that the steel tow bar should not have failed in this manner and authorized a free replacement tow bar. I was thankful and surprised. As a business owner, I am impressed with the professional manner in which both of the gentleman demonstrated on the phone and via email with me. It's been a learning experience for me, and I've come to the conclusion that more meticulous inspection and servicing of tow bars is necessary regardless of the weight rating of the tow bar relative to the tow vehicle, and while I will definitely make sure I have a set of heavy duty safety cables in case of failure and some toad brakes for the jeep may be in order, I am impressed with the customer service department at Blue Ox. They did this without me having to ask for a manager, raise my voice, or do anything that would encourage them to send a replacement just to make me go away. It's nice to see a company stand by the customer even if the failure of the product is well outside of the warranty period.
That's more like the company I always thought I was dealing with - and as mentioned, the reason I was floored by their casual response. I hope whoever was responsible for the earlier response has been briefed regarding the company's final response.
Kudos to Blue OX for taking ownership of the problem.
Really glad it worked out for you, and to a little lesser extent, I can sleep a little easier knowing the company gives a damn. -Al