Tirechains.com - Anyone else have such a bad experience with customer service?

[Gypsy Rose]

Quite frequently I've seen references in these forums to Tirechains.com as a source for tractor chains. Back in November, I ordered a set of chains from them for my JD790. I included a set of the spring tensioners with the order. While the tirechains.com web site recommends purchasing a binder to install the tensioners, I figured I could tighten them up by other means. When I installed the chains for the first time I simply gripped the end of each spring with a webbing loop and pulled it to the link. Well, you can imagine my surprise when I pulled the springs out (without any mechanical advantage) and the springs failed to retract - i.e., the springs are cheap crap!

Next, I did what any customer might do. I sent an email to the folks at tirechains.com and told them what happened, including photos of the faulty springs. I asked what they would do to back up the product. They wrote back the next day questioning the technique I'd used to tighten the springs. They asked that I send photos of the webbing loop that I'd used to tighten them. I complied and sent them a photo of the 1" webbing strap wrapped around my hand and attached to the spring. That's the last I heard from them.

Not to give up, I called tirechains.com customer service. The man who answered sounded concerned, but said that he was not the customer service department. He took my contact info, order number, etc. and assured me that someone would be right back with me.

No such luck. Subsequent emails have gone unanswered and I'm extremely disappointed - not only with the poor quality of the product, but with the complete lack of any customer service at tirechains.com.

Have any of you had similar experiences with this company? If so, did you ultimately end up reaching some sort of resolution? Or, should I just chalk it up as a "you get what you pay for" lesson reminding me that I should have made the purchase at my local dealer.

Best,
Kevin Rose
Tunbridge, Vermont

 

[Steve C]

Quite frequently I've seen references in these forums to Tirechains.com as a source for tractor chains. Back in November, I ordered a set of chains from them for my JD790. I included a set of the spring tensioners with the order. While the tirechains.com web site recommends purchasing a binder to install the tensioners, I figured I could tighten them up by other means. When I installed the chains for the first time I simply gripped the end of each spring with a webbing loop and pulled it to the link. Well, you can imagine my surprise when I pulled the springs out (without any mechanical advantage) and the springs failed to retract - i.e., the springs are cheap crap!

Next, I did what any customer might do. I sent an email to the folks at tirechains.com and told them what happened, including photos of the faulty springs. I asked what they would do to back up the product. They wrote back the next day questioning the technique I'd used to tighten the springs. They asked that I send photos of the webbing loop that I'd used to tighten them. I complied and sent them a photo of the 1" webbing strap wrapped around my hand and attached to the spring. That's the last I heard from them.

Not to give up, I called tirechains.com customer service. The man who answered sounded concerned, but said that he was not the customer service department. He took my contact info, order number, etc. and assured me that someone would be right back with me.

No such luck. Subsequent emails have gone unanswered and I'm extremely disappointed - not only with the poor quality of the product, but with the complete lack of any customer service at tirechains.com.

Have any of you had similar experiences with this company? If so, did you ultimately end up reaching some sort of resolution? Or, should I just chalk it up as a "you get what you pay for" lesson reminding me that I should have made the purchase at my local dealer.

Best,
Kevin Rose
Tunbridge, Vermont

Thanks Kevin. That is exactly the kind of information that we need to make informed purchasing decisions. And very timely also.

 

[Gypsy Rose]

After this experience, it occurs to me that Tirechains.com may be the one so many folks point to NOT because of a quality product and quality service, but rather because they have been successful at search engine optimization and are typically on the first page of online search results. Again, buyer beware.

Best,
Kevin Rose
Tunbridge, Vermont

 

[lungdoc]

I had no issues with my purchase from them. I use the spring tensionners (fairly large size for our 4320), I use their chain binder to tension but have used other chain binders as well as just pulling on them. I have really used a lot of tension/force and haven't had any damage, can't imagine being able to put enough force with a simple strap to cause problems (or indeed to get enough tension for it to work like I want), perhaps you got a defective unit.

While unanswered Email isn't great it you state you called them once - perhaps another phone call is in order?

 

[daveinnh]

I bought tire chains from them 2 years ago. I think you need to get their tensoner and go 2-3 times around the tire chain and incrementaly (sp?) tighten the chains. Unless your're saying the steel isn't "springing" back. For me, the steel springs were to tight to pull manually.

 

[tugboat-2]

Gypsy Rose: first a warm (belated) WELCOME ABOARD!! Sorry to hear of your bad experience. Could be the non-springy spring was made from inferior Chinese steel, (made from rusted out US scrap metal) ? NO Joke!!

It sounds like you have the folks over there stumped, confused or "swamped" with a similar bunch of complaints, (possible). Either way I would not let it go and just keep bugging them with e-mails (for your records) and phone calls till you get some action or at least satisfaction.

If only the "one" spring is not spring steel, it could be just a fluke, but if more than one reacted the same way,....you deserve better than this!!! I'd keep at them, . . . squeeky wheels etc.......

CHEERS! . . . and Merry Christmas to you,...good luck with it!
. . tug

 

[RickB]

I bought tire chains from them 2 years ago. I think you need to get their tensoner and go 2-3 times around the tire chain and incrementaly (sp?) tighten the chains. Unless your're saying the steel isn't "springing" back. For me, the steel springs were to tight to pull manually.

I disagree with the whole tensioner thing, but that is separate from a customer service problem. I have dealt with tire chains on tractors for 40 of my 52 years. If the chains are properly installed, you don't need any springs, bungees, or other stuff to keep the chains on. Put them on as tight as possible, zip tie or wire down the loose ends of the side chains, and go.

 

[Gypsy Rose]

All of the springs from both tensioners exhibited the problem. (Not just one bad spring.) I would agree with Tug - inferior Chinese steel. The stuff is definately not "spring" steel.

I'm not yet ready to let it go, although there have been multiple emails and phone calls. (Except for the first reply, emails go unanswered. Phone calls come with the promise that "someone from customer service will get back to you," but so far no follow-through.

Rick - I, too, wonder about the need for the tensioners. I put the chains on very tight and there seems to be little need for additional tension.

My hope is that the primary product from tirechains.com doesn't prove to be as inferior as the tensioners. Time will tell.

 

[SARG]

Just for info.... I bought from Vulcantire.com and they were cheaper ... the shipping was fast .... the ship charge was way below what I was expecting ...... and they included a set of the good rubber tensioners free with each set.

 

[KubotaSam]

I few years ago I bought a set of chains for my 4x4 plow truck. I got them at NAPA auto parts. If I remember correctly they were in the $120.00 dollar range. After I got them home I noticed "Made in China" on the bag. Oh well I said NAPA only sells quality products. The first time I needed to put them on my truck (big snowstorm), first I was plowing on a dirt drive and they worked fine. I went to a neighbors drive to plow that was tar. I got into a big drift and when the tires spun a little the hooks for the cross chains straightend out and some of the cross chains seperated from the side chain. I could not take them back because it was quite a long time from when I had bought them till I actually used them.
I know it is hard to find something not made in china these days. But I would look long and hard to find a set of chains made in USA.