Diamondback Customer Service - How to do it

This is pretty much all you need to know about Diamondback. I experienced surface rust on the hinge bolts on my HD cover. I let them know about it. They responded within hours that they had a bad lot of hardware from a supplier and were working on a solution to make it right.

Fast forward: I got this below email from them this week. Count me a customer for life, although unfortunately for them, my HD cover will outlast me and I probably won’t have to buy another one! In this day and age where solid products and great customer service are the exception not the rule, and folks are so quick to crush a small company on social media when they mess up, it is important to make public and recommend great small companies who go the extra mile and stand by their product.

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“Dear ——
Thank you so much for your continued patience as we work to provide a solution for the hardware issues you've been experiencing. It's important to us that when a fix is offered, it's for the long term. We're now confident that we've found that fix.
Here is our plan of action: In approximately two weeks, we'll begin shipping new black hardware to all affected customers. This includes hinges, bolts for the hinges, and bolts for the cleats. Our goal is to fulfill all hardware orders by the end of November.
Removal and replacement of your existing hardware will take approximately 60-90 minutes. In an effort to compensate you for your time, we'll be including a $50 VISA gift card with your hardware shipment.
To ensure that we send you the correct hardware, we need you to fill out this quick, 3 question survey:

Begin Hardware Replacement Information Survey

We know who we work for, and we don't take your business or referrals lightly. We're sorry that we let you down, and we'll work hard to not let it happen again.
Sincerely,
The team at DiamondBack”

 

That's awesome man! I've contacted them, the link doesn't allow me to enter a CDN address.

 

Is this only for the covers that came with the black hardware?

 

Rust.

 

Wow. Great customer service. Seriously considering their SE cover at the moment.

 

Hard to beat Diamondback or their customer service!

I ordered a particular combination and had trouble with fitment. After several photos and suggestions back and forth with their CS/Engineers, they figured it wouldn't work as anticipated. They not only removed that combo of choices, but offered to ship a different part or refund the cost with me keeping what I had. Their communications were great and timely, and they truly worked to make sure I was satisfied.

 

Wanted to update everyone, and reiterate what an awesome company Diamondback is. Today I received in the mail my replacement hinges, bolts and instructions. That's not all, the guys at Diamondback also included a $50 Visa gift card "to compensate me for my time" in switching out the hardware and a handwritten note thanking me for their business and my patience. That level of commitment and care to the customer is, unfortunately, unheard of today in this day and age of a fast inter web sale. Diamondback has a customer for life, and I cannot recommend the company, or the cover enough. As I said earlier, too bad my HD cover will probably outlast me, therefore I won't have reason to buy another one and give them more business!



@mgm16trdpro - Mike, I think I recall you saying you wanted black hinges and bolts. DB clearly has new stock in. Maybe they will sell you some cheap? (assuming you are still looking and have not already painted them yourself).

 

Guess I should've mentioned too. Did that a while back. They did same for me. Like u said their service is top notch. They sent me out everything for free. I just haven't had the time to switch out for the black hinges.

 

Great to hear! Your CS story was one of the reasons I ordered their SE cover recently. Suppose to arrive this Monday. Can’t wait to install it!

 

You will love it. Post pics brother!

 

I’ll echo their CS is amazing. They quickly replaced a damaged unit, that security footage later showed was dropped upside down off the truck and not on a pallet as contracted, with no questions asked. Their CS line was also able to help explain some adjustments to help account for the cross bin on new installations.

 

I got my Diamondback SE today and installed it. Very easy install, high quality materials and made in the USA. It also looks great.

Anyway, I just experienced the awesome customer service the OP spoke of. I had ordered mine in early November. Tracking showed an estimated delivery date of just before Thanksgiving. Playing phone tag with the carrier for a week caused the estimated delivery date to be blown. Instead, had to reschedule for another day, at the carrier's convenience no less. They missed that day, no explanation given. They missed the following day, again no explanation.

Due to issues with the carrier and two missed delivery dates, I contacted Diamondback, who immediately contacted the carrier to find out what was going on. Turns out the carrier mistakenly delivered my cover to someone else about an hour away who apparently also ordered a cover from Diamondback. Carrier had to go back and pick it up. This morning I opted to make the hour's drive up to the carrier's transfer station and pick it up myself to avoid any other issues. To my surprise, Diamondback gave me a partial refund of $150 for my trouble!

 

Also posted this in the other Diamondback thread, but far be it from me to post here as well!

 

DB customer service actually called me today unsolicited to see if I got the new hardware and if I had any issues installing the new hinges.

 

They called me, too, after I finally got my cover when I was having issues with delivery from the carrier. They just wanted to make sure I had gotten it. I was dealing with Becky during that ordeal, and she was awesome.