Warn customer service chit show.

[joseywales]

I had to call Warn today to get solenoid part numbers for my M12000 on my Power Wagon. What a customer service disaster. The ass-hat I spoke to spent the first five minutes telling me to make sure I had 12v and my connections weren’t corroded. I get that they waste a bunch of time on tech calls for the obvious, but it was just the start.

As soon as I mentioned it was on an ‘05 Power Wagon he stopped being any help. He said “you’ll have to talk to Dodge. We have an agreement”. I pointed out that A, Dodge does not exist anymore, and that B, Mopar is no longer supporting parts for the ‘05 trucks. I said, “ok, can you tell me what part number do I need for a regular mid 2000s era M12000?” He said “Nope. We have an agreement with Mopar, and this call is being recorded blah blah blah”. I said “ok, thanks. I’ll call another time and not mention the vehicle it’s mounted on”. Then the guy gets to really pissing me off. He says “Nope, I’m flagging your phone number so none of the other CS agents will help you either”. At this point I asked him why he was being such a dick about it. I had far choicer words in mind, but I was still being civil. Then I told him I would do all I could to keep people from buying Warn and hung up.

I can’t encourage you enough to NOT buy Warn products. This guy went out of his way to be a dick, and if that’s how they play, I want no part of it.

 

[e9999]

Sounds like a bad experience all right, and I get you may be miffed, but of course that may not be representative of the company at large. Could just have been a guy who had a bad day. Maybe he just had a run-in himself earlier in the day with Ram customer service about his truck refusing to start...

FWIW, my experience with Warn customer service was a few years back so this may or may not be still relevant, but they were great, very helpful, technically competent, and one time did send me a complimentary accessory after I mentioned some minor shipping damage I had experienced with one of their products (though not even their fault).

 

[gnob]

all the part numbers are available on warns website. Just pull numbers and buy from someone else.
ftr all the real winch contactors are the same. buy based on amps, not the winch rating.


as far as the cs issue. warn has become corporate trash at that level. expect minimum wage mouth breathers.

 

[joseywales]

That’s what did. Pulled the winch, used the serial number to get part numbers. I was just hoping to have them ordered and here before I pulled the winch for minimal downtime.

 

[pb4ugo]

It sounds like you should be pissed at dodge for their lack of support. The tech was protecting his job and the company he works for.

 

[joseywales]

It sounds like you should be pissed at dodge for their lack of support. The tech was protecting his job and the company he works for.

Well, Dodge doesn’t make a 2005 truck anymore, but Warn DOES make a M12000 I believe.

 

[cruiserpilot]

I had to call Warn today to get solenoid part numbers for my M12000 on my Power Wagon. What a customer service disaster. The ass-hat I spoke to spent the first five minutes telling me to make sure I had 12v and my connections weren’t corroded. I get that they waste a bunch of time on tech calls for the obvious, but it was just the start.

As soon as I mentioned it was on an ‘05 Power Wagon he stopped being any help. He said “you’ll have to talk to Dodge. We have an agreement”. I pointed out that A, Dodge does not exist anymore, and that B, Mopar is no longer supporting parts for the ‘05 trucks. I said, “ok, can you tell me what part number do I need for a regular mid 2000s era M12000?” He said “Nope. We have an agreement with Mopar, and this call is being recorded blah blah blah”. I said “ok, thanks. I’ll call another time and not mention the vehicle it’s mounted on”. Then the guy gets to really pissing me off. He says “Nope, I’m flagging your phone number so none of the other CS agents will help you either”. At this point I asked him why he was being such a dick about it. I had far choicer words in mind, but I was still being civil. Then I told him I would do all I could to keep people from buying Warn and hung up.

I can’t encourage you enough to NOT buy Warn products. This guy went out of his way to be a dick, and if that’s how they play, I want no part of it.

This doesn't sound good. I've kinda been here awhile and in the past WARN had a rep on here regularly. I actually called the
guy after texting from here and the winch I was dealing with was old. Slamming a whole company isn't cool. I've got 2 Warns
and I use OME and have heard putdowns on both but not gonna change my mind. Now if you started a thread slamming Dodge trucks I reckon you'd get a million hits.

 

[Rednexus]

"Soft skills" are very much a thing of the past. Anyone in a customer-facing role should have some basic training/ability on how maintain their cool de-escalate a situation with an disgruntled customer. Even if the customer isn't "right", the company should acknowledge their complaint and try to help in some way. All it requires from the employee is some pretty basic emotional intelligence and self-control. Either Warn isn't training people or the dude you spoke to lacks those skills and is unwilling to learn them (in my experience it's usually the latter).

When I encounter a situation like the one above, I typically try to escalate it with company management. If the company is legit, they'll try to make it right by you and record the complaint in the employee's file. An employee with enough complaints will get put on a PIP and/or let go. If they company is not legit, they won't acknowledge the unhappiness of the customer, defend their poorly-performing employee, or blame the customer for the problem. That's when I file BBB complaints, write one-star Google reviews, and make posts like this tread .

You never know. This gentleman may have a fat file of complaints. Yours could be the one to get him let go or reassigned. Or Warn may do nothing. Hopefully you'll at least get a gift card or some free stuff out of being mistreated.

 

[joseywales]

This doesn't sound good. Slamming a whole company isn't cool.

If you’re insinuating I’m slamming the whole company, re -read the title and post. This is ONE guy, but he is the ONE guy Warn chose to speak for them when customers call with a question or issue.

I have been using Warn products for 40 years with zero complaints. Same by the way with OME.

 

[joseywales]

When I encounter a situation like the one above, I typically try to escalate it with company management.

I have the name and address for their VP who oversees this part of the company. He will get a letter when I have some spare moments…

 

[vtl]

My M12K came with the parts diagram. I of course lost it, but found it on their website easily. While still searching for a winch, I picked Warn, because they still sell parts for real ancient winches.

I feel your pain, but at least this was a real human experience. My gas provider sent me a letter to schedule meter replacement, and I was not able to make it through the scheduling with robot's dick on the other end of the line. Meh...