AutoAnything return policy confusion.

So I posted another thread about my tonneau cover (Extang Solid Fold 2.0) and its issues...all in two days. I just wanted to let you guys know my experience with Autoanything if you decide to order a cover from them. I will say that I got a great deal from Mike @eccracer104 and much is appreciated by his time to do so.
However, if you buy a cover from Autoanything, dont install it, they’ll just tell you to call the manufacturer because it’s a ”warranty isssue.” The first time I called Autoanything, the service rep lady told me to send it back and they would send me a new one. I got a shipping label and a new order # for the second one. Well the next day comes, it rains and I see all the leaks. Now I have changed my mind about getting an exchange. I call back today because now it’s time to take the cover to Fed Ex with the shipping label and to see if i can just exchange it for something else. So I call before I leave to Fed Ex and the service rep says the first rep was not allowed to do that and everything was cancelled. Well glad they called me and let me know. WTF? The only way I found this out was because I called them. Autoanything wont take it back now. Now I have to wait and call Extang warrenty on Monday to figure this out. So happy to spend more time on the phone dealing with this.
I have purchased so much from Autoanything in the past and I feel like I just got shit on. They should be the ones who deal with the manufacturer and deal with the issue. I bought from Autoanything, not Extang. This is two days old, not 2 months or 2 years. Thats not right. So right now I don’t want buy from Autoanything again because they dont want to deal with it and wont help you out. Sorry for the long rant.

 

PM sent to work on a resolution.

First to comment on this -
Your cover is an Extang brand. Our customer service team is instructed by Extang to direct ALL warranty questions, inquires, and claims directly to Extang.

To comment on this -

I don't know exactly how the first call went, but we have a 30 day return policy. If you call in and say "hey there's something wrong with my cover I want to return it and exchange it for the same one."
- Cool, that's easy, and it leads the agent to believe there's just "something wrong with it". It'll be sent to Extang, they'll inspect is, fix it if need be and then box it up and make it ready for sale again. Just because it's returned doesn't mean they eat the cost and destroy it.

* I'm not saying this is how it went down, just a scenario*
But for a straight up return it should be in a new and un used condition.

When you called back saying "hey my cover is leaking, I want something different instead."
Now their CS brain goes -wait a minute, this cover has been installed, it's not a standard return, it's a warranty return.
This is because it needs to go to a different team at Extang to truly completely tear the cover down and see what, why and how it failed.

They didn't call to let you know, because there was no change until the rep was made aware the cover was installed.



Again, PM is sent so we can figure out a resolution for you. I'm commenting on this thread because you posted here and tagged me before reaching out to me for assistance on your return and exchange.
You are not the first, nor will you be the last to need to return something, exchange something, or receive something defective. I can't process CS related things but I can help since I understand the workings of CS as well as the "what to say" kind of stuff.
I'll happily help you as well as anyone on the forum with issues.

- Mike

 

Thanks Mike for explaining everything to me. After your reply and the process I went through I see where all the confusion was.
Just to set it staight, the orginal call was to let them know I wanted to return the cover because it was defective. Autoanything sent me a shipping label and created a new order to send me a replacement. After one day of wrinkles and another day of leaks, I changed my mind about getting the same cover. So I called back and told them I just wanted to get different type cover and not to send a replacement. The CS agent told me I couldn't return it, the order was cancelled, and I had to send it back to Extang.
I only called that day because I feared that if I shipped it, they would automatically send me the replacement which I didnt want. I thought I communicated what I wanted but thats not how it worked out. So I called Extang.
After contacting Extang, they told me to send pics. I did and they emailed me stating I had to field destroy it and they would send me a new one. I replied that I didnt want a new one and just wanted a credit to purchase a different brand. They told me I had to call Autoanything to do this. I felt like I was running in circles here. But thanks to Mike’s PM, I kinda figured out what was happening.

I called back and everything was set straight. I used the original shipping label, sent it back and should have credit. Even though this has been a long process, I will use my credit if I can find another cover that will work for my needs.

 

Extang was very good. If I wanted a new one I just had to show that I field destroyed it. They said take a drill and put holes in it. If I had a field and an AK i could have had some fun with this one. Lol.

 

So....if everything was settled properly maybe that should be stated more clearly, or even take this down so it doesn't reflect negative on Mike or Autoanything. I also have purchased multiple things from him/them and been very happy. Just skimming across this it may look negative. Just saying...

 

Yes indeed. I’m new to this forum thing and so I don’t know how to go about it. Thanks.

 

Someone is more than welcome to take this thread down. I didn’t think my message reflected anything negative on Mike. He was very helpful in pricing and information.

 

It is good to see that everyone is satisfied with AutoAnything now. I have bought a few things from them. a tonneau for my Tundra with help from Mike, and other things directly from their web site, and I have always been satisfied. I am glad that I can expect that to continue.

Perhaps a moderator can update the title of this thread to reflect the outcome.

 

Yep. Lol. Thanks for the title update.

 

I have had great experiences with @eccracer104 and AutoAnything. I’ve even returned an item, no questions asked and got my money right away. Best prices guaranteed

My review of @eccracer104 going off roading is all negative. He refuses to buy a tundra no matter how many times I poke the bear

 

You refuse to get pinstripes no matter how cool I say they are!

 

Thank you for the positive reviews everyone! I try my best to take care of the forum and I'm glad it's reflected by how ya'll feel.

There's no doubt poor things will happen, we drop ship everything so while I create the order I never touch the items and as we all know FedEx isn't always the most reliable, so things will happen. I'll do whatever I can to assist and take care of CS related matters, even if the extent there is a better explanation and some "coaching" on how to achieve what you need out of the CS call.

Also to those who've PM'd me and are waiting for a reply - I'm working on it! I have so many messages it's taking some time. Lot's of them are for recommendations, research and info which take a lot longer to reply too.

 

They are not cool !!

 

Gotta agree with Mike. Once you get one you'll want another! It's quite liberating!

 

Here you go again posting your own selfies.............

 

Sorry, Mike , one of those is for me. I was asking you because you're a knowledgeable (Tacoma) guy... but I had no idea about your backlog. Youcan skip my request. Thanks Buddy!

 

Just made yet another purchase from @eccracer104 today....more than happy with AA!

 

Hahaha no worries Sunnier! Normally I'm not so backed up, just the last two weeks have been extra busy on all fronts. I'm sure everyone having their tax returns is part due to this. And always happy to help share my knowledge! I learned via the forums, and I'll share via the forums. The circle of forum knowledge haha