Beware!! Century Distributing, Elkhart IN

blacksmith · 08-11-2008, 03:21 PM

Just want to make public a bad deal I got into today. Five months ago I had bought replacement gas springs for my A.R.E. truck cover from Century Distributing to replace the old ones that had lasted over 10 years. This past week one of the new gas springs went bad and would no longer hold up the cover. When I called Century they asked for photos which I emailed. They then said the warranty was void because the units were installed upside down! At this point I'm not sure if these things even have an upside or not. There were no instructions packaged with the replacements nor any markings to indicate. I had installed them in the same way as the old ones that has lasted many years. They look like a sealed unit so I wonder if there is really an up-end or this is just a way for a crooked outfit to get out of honoring the warranty on defective parts. So if you ever need to replace the gas springs on anything be sure to ask which way is up and find some place other than Century. In my business if being upside down would kill one of my products that fast I would design it so that it would fit only one way as well as mark it clearly and include instructions. I would never assume that people were born knowing something this obscure.
I've been beat out of more in my life but this is still aggravating. Maybe this will save someone else from being cheated or replacing their gas springs upside down?
Thanks for letting me vent

Blacksmith

FallenMotoAngel · 08-13-2008, 03:10 PM

wow that is messed up... ive never had to deal with a company like that but thanx for the heads up....

phantom_smack · 08-13-2008, 03:32 PM

Contact the Beter Buusiness Bereau They have helped out a great deal for people I know like getting a refridgerator replace because the plastic on the inside started cracking just outside the year warranty.Give it a shot you have niothing to lose but alittle time.Good Luck.

blacksmith · 08-14-2008, 09:06 AM

Thanks Y'all,
I have contacted BBB. Really easy online form. It's mostly the idea, I just hate being cheated. At around $70 for the pair the money doesn't justify a great deal of time and effort. And I'm sure they know that. But it's great to have this way to let others know.
I've drilled the rod for a small hitch pin to be inserted in the open position. Actually works pretty good!
blacksmith

HHCENTURYDIST · 08-14-2008, 04:06 PM

Alright, that's enough! First of all, if you would have looked a little closer at our website where you found the prop info, you would have seen some pictures of props that are installed properly. I would have assumed that you would have completely investigated this product you were buying off the internet as fully as possible. You may have then noticed that the props were installed incorrectly. With that in mind, you would have been able to go to your local A.R.E Cap Dealer and they would have replaced your props for you at no charge under the warranty since the manufacturer is the one who installed yours improperly. If by chance you didn't know your local dealer, we would have gotten you in touch with one immediately and you would have gotten replacements from them and not us. Secondly, if you would have had any questions when you received your props from us, we are only a toll free phone call away and we would have instructed you on how to properly install the props or answered any other questions you may have had...before you installed them.
Century Distributing Inc sells thousands of these props to dealers and miscellaneous individuals every year and it is the rare occasion that we have anyone install these props incorrectly. I am truly sorry that you happened to be one of those individuals. We handled your order just as we would any other with the information you had given us. It is a shame that you didn't verify installation at the time you placed your order. If you had, we would have sent you to a local dealer to get your issue resolved and you wouldn't have the mess you do now. We offered you replacements at an extremely low price and you would have known how to properly install them so they would last you another 10 years.
It is in my opinion that we did everything professionally and courteously. We uphold our values, stand behind our product and are offended by your irrational and uninformed opinions.

Heather M. Hanes
Director of Sales & Marketing
Century Distributing Inc.

blacksmith · 08-14-2008, 05:20 PM

Thanks for the response. I believe everyone here can now see from the tone of your note what nice people you are to deal with!

I rest my case.
blacksmith

DustDevil · 08-14-2008, 07:52 PM

Damn! That's the frist time I've ever actually SEEN a company's director of anything post a reply on a forum. I agree with you though blacksmith, it's not your fault someone else screwed up on your install, and why the hell would a company not package a product with the proper installation instructions or properly marked product? Shame on you Heather for not being a little more carefull with your wording on an open forum. We do indeed see what kind of company ppl are dealing with. A little tact goes a long way.

HHCENTURYDIST · 08-15-2008, 07:35 AM

Let me just say that your situation with these Suspa Gas Props is unfortunate, however, I still believe that you are entitled to replacements from your local A.R.E dealer through the warranty. They (A.R.E.) installed them incorrectly originally therefore they should be responsible for the replacements. I have looked up the dealer closest to you and verified that they can help you. The dealer is Truck Toys & More 1537 East Jackson Blvd. in Jonesborough TN and their phone number is 1-423-913-1191. You can also visit A.R.E's website to perform your own search for dealers that can help you at A.R.E. : Manufacturer of fiberglass pick-up truck caps, truck canopies, tops, toppers, camper shells, hard tonneau covers, work caps and truck accessories.

blacksmith · 08-15-2008, 01:58 PM

I did call Truck Toys today. I hesitate to quote: But he told me something like I don't have a horse in that race, as he said he had informed you. And I agree with him. He said that upside down or not his and A.R.E.'s responsibility ended when the original props exceeded the 5 year Suspa warranty. With which I agree again. He did confirm that the rod end should be mounted in the down position just for anyone who is interested.
Matt