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

[Nick Danger]

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

GR/ I have purchased chains on 2 separate occasions...no problems...

If I were U, I wouldn't let it go...

 

[ovrszd]

ovrszd

They look great and not surprised you did that with just pliers.

And am envious of you getting to drive that rig. (but 'spose that gets a little much when the big snows come). Better dump that load off the V plow

Takes about thirty minutes to knock that snow off the plow. Takes about 2 minutes to pack it back on.

 

[75H2]

I bought 2 sets of chains there for 2 different tractors. I was pleased with their service & quality of the product. Everyone has a bad day

 

[Steve C]

That's what I've done. My biggest complaint was not about the springs but about the non-existent customer service and the worry that the poor quality evident in the springs might exist in the chains, too. Time will tell how the chains hold up . . . For better or worse, they're all mine now without any support from tirechains.com.

Best,
Kevin

I agree. You paid for springs and got something more like rebar tie wire instead. The should have apologized and either sent you your money back or just sent you a new set, after they tested them to make sure that they weren't defecticve also. Your choice. When a vendor won't return your phone calls or e-mails it tells me they have more business than they can handle and I should take my business elsewhere. Perhaps their competition needs it.

 

[ehchvac]

I have bought no less than a half dozen sets of chains and springs from them with no problems.
If the springs are doing what you say "as I can see they are" they must not have been tempered correctly, or you stretched them a bunch more than you are saying.
That being said, I would put the springs in a box and let them pull on them, if they also get them to not "spring back" you would think that should prove the point.
The springs are no good to you at this point, so what do you have to lose but the price of shipping them to tirechain.
My tire chains and springs are tight like guitar strings, and all my springs are springy.

 

[jdgreg]

I just bought my first set from them, and have been nothing but extremely pleased with the ease of ordering, price, speedy delivery, and quality of the chains. I have not had a reason to use their customer service, so I dont know how good/bad that part of the company is. But so far, I have no reason not to buy from them again. Sorry for your bad experience.

 

[Glen Watkins]

Just put the chains on as tight as you can get them and see how they look. Do you need tensioners? Call and talk to someone at Tirechains.com and get an RMA number from them and send them back. Like some have said if you got the right size chains there is no need for tensioners!