Marlin crawler bumper problems, customer service

86 yota · 04-17-2007, 07:43 PM

Last Monday i ordered a new marlin crawler rear bumper for my 86 Toyota pickup. When it arrived this Monday my excitement was a little cut short by missing parts. First off no MC step pate and second no mounting hardware third no spacers on the D ring mounts. All of this is on the marlin crawler website pictures shown on my model truck. Called marlin and was put on hold twice the last time someone new picked up and i had to explain all over again. The first man seemed very helpful and said he would take care of it. I called back the next day and got the second rep i had called yesterday. He told me i needed to send pictures of the bumper i had received. Now i was really pissed, I had already offered to let them send me the pieces and me weld them on. We'll i sent them all the pictures i could take and called them later and the man said he would check his mail later and he would give me a call. I haven't received a call yet. I tell you guys if my parts aint here by Friday that bumper is going back and its going to be charged to them. I hate dealing with customer service. We'll see tomorrow what the deal is.

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Sonofmayhem · 04-17-2007, 07:48 PM

I hate marlin, because of the same thing, their customer service sucked, no one answered my calls or emails till i said i want my money back, was replied to almost immediately. That is why i shop TG

4Crawler · 04-17-2007, 07:49 PM

Might try posting the problems and photos on Marlin's product support forum:
http://board.marlincrawler.com/

**UKMyers** · 04-17-2007, 07:54 PM

Marlins customer service has a lot to be desired but be persistent and THEY WILL make it right. They are a great company but they have outgrown their shoes recently and are working through a lot of issues. I was in the same boat as you till recently until I had a chance to meet and wheel with some of the staff personally. They are a good bunch of dudes.

fthertime666 · 04-17-2007, 08:00 PM

x2, their popularity has out grown their capability, Ive seen this happen a lot and its part of the growing process. They should at least get points for getting it out in less than a week.

86 yota · 04-17-2007, 08:03 PM

I know but really if you can't satisfy one customer then what is the point in being in the business. I like the bumper but hell its halfway assembled.

Jay351 · 04-17-2007, 08:37 PM

I asked for a quote on a clutch kit 4 days ago and no reply

SAMI188 · 04-17-2007, 11:16 PM

Quote:

Originally Posted by 4Crawler

Might try posting the problems and photos on Marlin's product support forum:
http://board.marlincrawler.com/

they'll erase it.... that's what they did to me... if you slightly let in about how upset you are it'll get yanked...

Quote:

Originally Posted by fthertime666

x2, their popularity has out grown their capability, Ive seen this happen a lot and its part of the growing process. They should at least get points for getting it out in less than a week.

Marlin coulda been popular and capable of it if he'd have listened to Chris Gieger's advice... which is why we still have people bitching about MC, and a new company called Trail Gear that kicks ass...

Quote:

Originally Posted by Jay351

I asked for a quote on a clutch kit 4 days ago and no reply

trust me on this... you'll be saved a huge headache by just going elsewhere... Inchworm, Trail Gear, etc... my experience from trying to order/recieving wrong parts/sending ☺☺☺☺ back/ being hung up on everyday/bla bla bla MC's ultimate clutch is what made me anti Marlin now...

-Jason

86 yota · 04-18-2007, 04:49 AM

We'll from what i have been hearing from you guys i am a bit worried.

Diesel_Freak · 04-18-2007, 04:56 AM

yeah I LOVE my Marlin rear Bumper on my 89 runner, but frankly it left a few things to be desired as well. First off as has been confirmed by several measurements and a body shop my frame is straight, but oddly enough the bloody bumper did not go on too smoothly, it sits a bit to the left (not enough to effect the tailgate but...)and it was a SUPER BITCH TO GET ON! I didn't know about the spacers for the Shackle D-rings... to top it all off, they didn't even throw in any Marlin stickers... now I ask you what is a new toy without stickers??? I really like Marlins stuf, and I was really itching to get a front bumper to match, but with the wait time I experienced on the rear alone (read: 8 months from order to delivery!!!!!!!) and the hassles, I am sad to say I may have to look elsewhere.

86 yota · 04-18-2007, 05:00 AM

Yeah they make really good stuff, but so far there customer service is a joke.

norcalsvx · 04-18-2007, 08:26 AM

i ordered a flywheel last tues. they sent me the wrong one, called them on friday, steve told me he would send out a new one, called again on this tues. stil has'nt been sent out. They seem like cool guys but they really need to get their act toghter ( i worked mail order parts for a few years so i know how it is) probably won't order any more stuff from them-

crazywb · 04-18-2007, 09:33 AM

Quote:

Originally Posted by Sonofmayhem

I hate marlin, because of the same thing, their customer service sucked, no one answered my calls or emails till i said i want my money back, was replied to almost immediately. That is why i shop TG

#1 I'm sorry you feel that way but we can't make everybody happy. #2 We just installed a new phone system with 6 incoming lines. I have recieved alot of compliments from customers about our phone system since.#3 Clint we recieved your email and are building you a new bumper this mourning that was going to ship out today. The shipping guy rapped up a old style bumper and shipped that to you. I don't expect you are any customer to have to weld on our bumpers to make them right. If this will not work for you let Steve know when he calls you in the next couple minutes and we will refund your money in full and get the bumper back. I'm also sorry that you feel we can't even make one customer happy. I try to help every customer but sometimes I can't stop everthing and solve the problem right there, that would not be fair to the other customers. If anybody has problems like this related to our customer service you should post on our forum witch has been up-dated with a private pm thread that links directly to any of are customers service reps.

Thanks CJ

crazywb · 04-18-2007, 09:38 AM

Clint I just tried to call you about your bumper. I left a message and will try agian later.

Thanks CJ

91TPU · 04-18-2007, 09:46 AM

Quote:

Originally Posted by Diesel_Freak

yeah I LOVE my Marlin rear Bumper on my 89 runner, but frankly it left a few things to be desired as well. First off as has been confirmed by several measurements and a body shop my frame is straight, but oddly enough the bloody bumper did not go on too smoothly, it sits a bit to the left (not enough to effect the tailgate but...)and it was a SUPER BITCH TO GET ON! I didn't know about the spacers for the Shackle D-rings... to top it all off, they didn't even throw in any Marlin stickers... now I ask you what is a new toy without stickers??? I really like Marlins stuf, and I was really itching to get a front bumper to match, but with the wait time I experienced on the rear alone (read: 8 months from order to delivery!!!!!!!) and the hassles, I am sad to say I may have to look elsewhere.

im in the same boat...i love the look/functionality of their stuff, but to have to wait months would be something i cant do...makes me think about going elsewhere with my hard earned dollar...

norcalsvx · 04-18-2007, 10:03 AM

Quote:

Originally Posted by crazywb

Clint I just tried to call you about your bumper. I left a message and will try agian later.

Thanks CJ

please tell me you sent out a flywheel for plaza tire, i need to get my truck back- chris

crazywb · 04-18-2007, 10:25 AM

Quote:

Originally Posted by norcalsvx

please tell me you sent out a flywheel for plaza tire, i need to get my truck back- chris

In Transit
Scheduled Delivery: 04/18/2007

From the ups Web site.

1styota4X4 · 04-18-2007, 10:37 AM

I will have to say the phone issue sucks...I ordered a clutch kit with new slave, master, and new shifter bushings...Parts got to me on time but was missing the shifter bushings...took 3 days to get someone on the phone but when they got on the phone they had the issue resolved immediatly and part to me in 1 day...I am completly satisified with the product that I recieved and would do business with again

crazywb · 04-18-2007, 10:50 AM

Quote:

Originally Posted by 1styota4X4

I will have to say the phone issue sucks...I ordered a clutch kit with new slave, master, and new shifter bushings...Parts got to me on time but was missing the shifter bushings...took 3 days to get someone on the phone but when they got on the phone they had the issue resolved immediatly and part to me in 1 day...I am completly satisified with the product that I recieved and would do business with again

When did you have this phone issue. We just spent alot of money on a new system and should have all the bugs worked out. The phone tech guy gave us a thumps up last week. Phones have been a problem and a thorn in my side for some time. We have addressed this problem and made it even easier for people to pm the sales reps threw our online forum in a private manner so phone #'s, Tracking #'s etc can be exchanged.

Thanks CJ

norcalsvx · 04-18-2007, 11:00 AM

Quote:

Originally Posted by crazywb

In Transit
Scheduled Delivery: 04/18/2007

From the ups Web site.

thanks

4Crawler · 04-18-2007, 11:46 AM

Quote:

Originally Posted by crazywb

... If anybody has problems like this related to our customer service you should post on our forum witch has been up-dated with a private pm thread that links directly to any of are customers service reps.

Thanks CJ

I also posted a link to this thread on Marlin's support forum and this reply came within 15 minutes of that, so yes, posting over there will be your best method of getting support issues resolved in the future.

1styota4X4 · 04-18-2007, 12:07 PM

this was just over 2 months ago...(issue was resolved in 3 days part delivered in 4)...i am just saying if there is an issue you guys wil right it and take care of the customer...and I would be doing business with you again soon...

Stomis · 04-18-2007, 12:14 PM

This would be why I went trailgear...

86 yota · 04-18-2007, 01:15 PM

I am glad you guys have gotten this straightened out for me. Now we are getting there on customer service. I might have went a little far CRAZYWB and i am sorry if i offended you or anyone else but, i had to do something or i am afraid nothing was going to be accomplished. You guys have really taken a step out of your path for me and i thank everyone @MC for working with me. I really hope you will accept my apology and we can do business again. It is all about customer satisfaction and hopefully i will be one of your satisfied customers now. Thanks a lot
Clint

mt_goat · 04-18-2007, 02:42 PM

Quote:

Originally Posted by 4Crawler

I also posted a link to this thread on Marlin's support forum and this reply came within 15 minutes of that, so yes, posting over there will be your best method of getting support issues resolved in the future.

That worked good Roger, but I'm really glad to hear about the new phone system CJ.

BTW love my Marlin Crawler.

04-17-2007, 07:48 PM	#2 (permalink)
Sonofmayhem Registered User Join Date: Aug 2005 Location: Springs, Colorado Posts: 1,700	I hate marlin, because of the same thing, their customer service sucked, no one answered my calls or emails till i said i want my money back, was replied to almost immediately. That is why i shop TG __________________ 4.3/5.0 Do iT!

04-17-2007, 07:49 PM	#3 (permalink)
4Crawler Contributing Member Join Date: Jun 2002 Location: SF Bay Area, CA Posts: 7,828	Might try posting the problems and photos on Marlin's product support forum: http://board.marlincrawler.com/ __________________ 1985 Toyota 4Runner SR-5, 22REC engine, dual t-cases, 4.88 gears, dual ARBs, 33x10.50 BFGs or 35x12.50 MTRs r.c.brown@ieee.org TruckEditor@tlca.org Project: 4Crawler 4Crawler OffRoad Gettin'Off 4WD Club

04-17-2007, 08:00 PM	#5 (permalink)
fthertime666 Registered User Join Date: Oct 2006 Location: the fire center, lawton ok Posts: 216	x2, their popularity has out grown their capability, Ive seen this happen a lot and its part of the growing process. They should at least get points for getting it out in less than a week. __________________ US ARMY 63B, 94 toy PU, bj spacers, Downey adjustable front shock mounts, lo-pro bumps, 2in lift in the rear, 2inch BL with poly mounts, POS 22re, 4.88s with rear ARB, 33x10.5 BFG MTs, Bigrocks front and rear bumpers, Siege Engineering OBA

04-17-2007, 08:03 PM	#6 (permalink)
86 yota Registered User Join Date: Jan 2007 Location: Georgia Posts: 101	I know but really if you can't satisfy one customer then what is the point in being in the business. I like the bumper but hell its halfway assembled. __________________ Drive train: Detroit Truetracs front and rear with Yukon 4:56 R&P. Body: Bushwhacker Fender flares Suspension: Skyjacker Hydro 7000 shocks, 2" ome/Bj spacer lift. Diff Drop Tires & wheels : Tires 33x10.50 BFG KM2s, On Mb Motoring Razor wheels. Line X spray in bed liner. Armor: ARB Deluxe Bull Bar. Custom rear bumper, Custom rock sliders,Budbuilt Crossmember. Rebuilt: Motor, trans, clutch Lighting: IPF 868

04-17-2007, 08:37 PM	#7 (permalink)
Jay351 Contributing Member Join Date: Feb 2007 Location: maple ridge, British Columbia, Canada Posts: 8,630	I asked for a quote on a clutch kit 4 days ago and no reply __________________ 91 Pickup - xcab - 5sp - 3.0 - SR5 - 4x4 - 250k \|2.25" catback w/ magnaflow cat + glasspack \| Weasy2k cams \| Aisin manual hubs \| Diff breather mod\| Marlin HD clutch \|3" BL \| es3000's \|2" AAL \|1.5" bj spacers \| ISR \| Alpine headunit \| 4" Infinity fronts/5" rears \| 4.88's \|Rear lockright \| 33x12.50" BFG M/T on 15x8" steelies \|Hella 500's \|4" reverse lights\| Grant GT \|idler arm brace\|hella E-codes\| Marlin armor \|SS IFS brace \| %100 Amsoil synthetic http://www.cardomain.com/ride/2572486

04-18-2007, 04:49 AM	#9 (permalink)
86 yota Registered User Join Date: Jan 2007 Location: Georgia Posts: 101	We'll from what i have been hearing from you guys i am a bit worried. __________________ Drive train: Detroit Truetracs front and rear with Yukon 4:56 R&P. Body: Bushwhacker Fender flares Suspension: Skyjacker Hydro 7000 shocks, 2" ome/Bj spacer lift. Diff Drop Tires & wheels : Tires 33x10.50 BFG KM2s, On Mb Motoring Razor wheels. Line X spray in bed liner. Armor: ARB Deluxe Bull Bar. Custom rear bumper, Custom rock sliders,Budbuilt Crossmember. Rebuilt: Motor, trans, clutch Lighting: IPF 868

04-18-2007, 04:56 AM	#10 (permalink)
Diesel_Freak Registered User Join Date: Aug 2005 Location: PDX, Oregon Posts: 420	yeah I LOVE my Marlin rear Bumper on my 89 runner, but frankly it left a few things to be desired as well. First off as has been confirmed by several measurements and a body shop my frame is straight, but oddly enough the bloody bumper did not go on too smoothly, it sits a bit to the left (not enough to effect the tailgate but...)and it was a SUPER BITCH TO GET ON! I didn't know about the spacers for the Shackle D-rings... to top it all off, they didn't even throw in any Marlin stickers... now I ask you what is a new toy without stickers??? I really like Marlins stuf, and I was really itching to get a front bumper to match, but with the wait time I experienced on the rear alone (read: 8 months from order to delivery!!!!!!!) and the hassles, I am sad to say I may have to look elsewhere. __________________ Project 4Rescue: 89 Gen1 22RE 5spd 4Runner...Marlin DOM rear bumper, OME rear/ BJ spacer front, OME shocks all around. Lucas Pro series HD clutch: DONE!!! BRAND SPANKIN NEW 22RE DONE!!!!! Firefighters: Cause somebody's got to step up and do it... RIP: Charles Edward DelaForest: Born Sept 78 - Murdered May 05 I miss you Brother

04-18-2007, 05:00 AM	#11 (permalink)
86 yota Registered User Join Date: Jan 2007 Location: Georgia Posts: 101	Yeah they make really good stuff, but so far there customer service is a joke. __________________ Drive train: Detroit Truetracs front and rear with Yukon 4:56 R&P. Body: Bushwhacker Fender flares Suspension: Skyjacker Hydro 7000 shocks, 2" ome/Bj spacer lift. Diff Drop Tires & wheels : Tires 33x10.50 BFG KM2s, On Mb Motoring Razor wheels. Line X spray in bed liner. Armor: ARB Deluxe Bull Bar. Custom rear bumper, Custom rock sliders,Budbuilt Crossmember. Rebuilt: Motor, trans, clutch Lighting: IPF 868

04-18-2007, 08:26 AM	#12 (permalink)
norcalsvx Registered User Join Date: Aug 2006 Location: Alpine--GRASS valley, CA Posts: 2,132	i ordered a flywheel last tues. they sent me the wrong one, called them on friday, steve told me he would send out a new one, called again on this tues. stil has'nt been sent out. They seem like cool guys but they really need to get their act toghter ( i worked mail order parts for a few years so i know how it is) probably won't order any more stuff from them- __________________ 1994 toy 22re- http://www.yotatech.com/f86/nocalsvx-s-94-toy-104593/ 2006 Subaru Forester XT -some mods/awd 5spd 1994 Subaru SVX- hwy runner 84 RX7- drag car build

04-18-2007, 09:38 AM	#14 (permalink)
crazywb Registered User Join Date: Apr 2007 Posts: 7	Clint I just tried to call you about your bumper. I left a message and will try agian later. Thanks CJ

04-18-2007, 10:37 AM	#18 (permalink)
1styota4X4 Registered User Join Date: Nov 2005 Location: Dallas Texas Posts: 571	I will have to say the phone issue sucks...I ordered a clutch kit with new slave, master, and new shifter bushings...Parts got to me on time but was missing the shifter bushings...took 3 days to get someone on the phone but when they got on the phone they had the issue resolved immediatly and part to me in 1 day...I am completly satisified with the product that I recieved and would do business with again __________________ NEW* 1985 lifted locked dual cases bumpers and sliders now my daily! 1985 Stock Had to do head gasket and some other minor things left. 1983 Hilux 4X4 SR5 4 Sale 3" Rough Country Lift 32" Goodyear Wranglers. Custom bumpers being made!! 1995 4Runner 4X4 V6 SR5***TRADED

04-18-2007, 12:07 PM	#22 (permalink)
1styota4X4 Registered User Join Date: Nov 2005 Location: Dallas Texas Posts: 571	this was just over 2 months ago...(issue was resolved in 3 days part delivered in 4)...i am just saying if there is an issue you guys wil right it and take care of the customer...and I would be doing business with you again soon... __________________ NEW* 1985 lifted locked dual cases bumpers and sliders now my daily! 1985 Stock Had to do head gasket and some other minor things left. 1983 Hilux 4X4 SR5 4 Sale 3" Rough Country Lift 32" Goodyear Wranglers. Custom bumpers being made!! 1995 4Runner 4X4 V6 SR5**TRADED Last edited by 1styota4X4; 04-18-2007 at 12:19 PM.*

04-18-2007, 12:14 PM	#23 (permalink)
Stomis Registered User Join Date: Jan 2007 Location: Point Pleasant NJ Posts: 630	This would be why I went trailgear... __________________ 87 Chevy- Flatbed, dana 44 lockright, Custom 10.5 14 bolt lockright, 36 TSL radials

04-18-2007, 01:15 PM	#24 (permalink)
86 yota Registered User Join Date: Jan 2007 Location: Georgia Posts: 101	I am glad you guys have gotten this straightened out for me. Now we are getting there on customer service. I might have went a little far CRAZYWB and i am sorry if i offended you or anyone else but, i had to do something or i am afraid nothing was going to be accomplished. You guys have really taken a step out of your path for me and i thank everyone @MC for working with me. I really hope you will accept my apology and we can do business again. It is all about customer satisfaction and hopefully i will be one of your satisfied customers now. Thanks a lot Clint __________________ Drive train: Detroit Truetracs front and rear with Yukon 4:56 R&P. Body: Bushwhacker Fender flares Suspension: Skyjacker Hydro 7000 shocks, 2" ome/Bj spacer lift. Diff Drop Tires & wheels : Tires 33x10.50 BFG KM2s, On Mb Motoring Razor wheels. Line X spray in bed liner. Armor: ARB Deluxe Bull Bar. Custom rear bumper, Custom rock sliders,Budbuilt Crossmember. Rebuilt: Motor, trans, clutch Lighting: IPF 868

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