Front Runner Roof Rack

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thetoyotaman

thetoyotaman

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I've been interested in a Front Runner Roof Rack and have called their company and left 3 messages over the past 6 weeks or so and have yet to receive a call back or have anyone pick up. Is this just a fluke? I like the rack and options but also want to know there is customer service if needed. What am I missing here? Thanks.
 
Same here. I need some parts and have sent a few emails to a couple people and have yet to get a response.

There are a few vendors that distribute fr like Sierra expeditions or Toyota of Dallas ( trdparts4u). Maybe try one of them.
 
Yeah, I've emailed too come to think of it.
 
thetoyotaman said:
I've been interested in a Front Runner Roof Rack and have called their company and left 3 messages over the past 6 weeks or so and have yet to receive a call back or have anyone pick up. Is this just a fluke? I like the rack and options but also want to know there is customer service if needed. What am I missing here? Thanks.
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Are you calling Frontrunner direct? They are a very responsive company with good customer service. However they are they main importer and would probably prefer the questions be directed via their dealer network.
 
Called Front Runner yesterday. They answered right away and were very personable and helpful. I dialed the direct number listed on the website.
 
sleeoffroad said:
Are you calling Frontrunner direct? They are a very responsive company with good customer service. However they are they main importer and would probably prefer the questions be directed via their dealer network.
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When it comes down to it I would likely order from you or Wil @ Sierra. But to the OP's point FR should be responsive to inquiries... they have a web store and sell direct so the implication is they would/should take the calls and emails in support of that effort.

These are products that typically have a long life and may require spares in the future - if you or another dealer decide at some point to not carry the line then the responsiveness of the importer comes into play. It's just bad PR for them to not respond.
 
I just called their number on the brochure in Burbank.
 
FWIW I do like my FR Wind Cheetah rack. Having said that, if you're not getting a response and/or the level of support you want maybe try Equipt for the new-ish Eezi-Awn K-9 roof rack...it looks very appealing too and similar design features and then some to the FR.
 
Yes, I understand that they should, just find it strange. We never have that issue. In fact they are probably one of the suppliers that we deal with that have the best communication and shipping times. I made Steve aware of this thread and maybe it is a simple communications glitch or the voice mails end up in never never land. They can just use this to improve more.
 
When I bought my rack, I received excellent customer service, both from the distributor and from Steve on a post-purchase quality issue. I'm not sure what the glitch is now, but I hope it gets resolved. I have a rack sitting in the garage I want to mount to my truck but cannot seem to get the mounting kit.
 
Got a FR Wind Cheetah from Equipt a few years ago. Have since been dealing with FR on accessories for it.

Other than a couple email/contact glitches a year or two ago and pointing it out to them, they were quick to respond and great to deal with.

Edit: Updated to clarify meaning.
 
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Wow this is very interesting to hear. Very sorry about any lack of service guys! We answer calls and emails extremely fast and as far as I know have never not returned a message of any kind. Our phone number is 818-253-1322, as long as you are calling within our normal business hours we almost always have someone that can answer our phone. We even have overflow calls ring to our cellphones. Same thing with our email, please send to steve@frontrunneroutfitters.com or info@frontrunneroutfitters.com, you should receive a reply very quickly!
 
Steve, did you receive my emails on May 27 and June 4 regarding the mount kit for a RRSTG11 tray on a 100 series?
 
sdnative said:
Steve, did you receive my emails on May 27 and June 4 regarding the mount kit for a RRSTG11 tray on a 100 series?
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Yes! And I replied to both, I have the email correspondence saved that says this exactly:


Not sure what to tell you, I replied on the 28th to your message. Here is my reply again:

"Hey Eric, we do not list the mounting for the 100 separately, so you will need to give me a call to order everything.

Unfortunately I do not have much use for the used legs sorry. Thanks for the pics! Would the wind deflector not fit at that height?"

I do not mind either way if you prefer to work with Wil or us, I am happy to help any way I can. Thanks!
 
sdnative said:
Steve, did you receive my emails on May 27 and June 4 regarding the mount kit for a RRSTG11 tray on a 100 series?
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I did not see a failed delivery, both emails might be in your spam folder or something. I send out quite a few emails each day, its unlikely that my email has not been working for over 2 weeks. I am very happy to help anyway that I can!
 
Just checked, no record of received email since March 31 in any folder. Could there possibly be an issue with your outgoing mail server? I will give you a call.
 
Steve-O said:
Wow this is very interesting to hear. Very sorry about any lack of service guys! We answer calls and emails extremely fast and as far as I know have never not returned a message of any kind. Our phone number is 818-253-1322, as long as you are calling within our normal business hours we almost always have someone that can answer our phone. We even have overflow calls ring to our cellphones. Same thing with our email, please send to steve@frontrunneroutfitters.com or info@frontrunneroutfitters.com, you should receive a reply very quickly!
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Steve, these are exactly the phone # and email (info one) I have tried more than once. Thanks for the reply. I will try again.
 
I own a FR rack. The product is high quality. If you can get one, it's worth whatever hassle.
 
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