Forum Discussion

JCat's avatar
JCat
Explorer III
Apr 20, 2016

Blue OX Customer Service - Is this Fair ?

I bought a Blue Ox Aventa 7445 system last summer and had it installed on my RV and Tahoe by a professional shop that has done many of these systems.
On my 2nd trip, when I arrived at my destination, 1 arm would not retract and it looked like the housing was bent, but the arm looked good.
I talked to BO and sent the unit back so they could check it out.
They said both arms were bent and needed to replaced.
I asked how much to replace them and they said $750 but they would give me a $150 credit, so net was $600.

I explained that I could buy a new one for $550 on amazon and asked them to give me a discount on the repairs as they are the manufacturer.

I had only used it 2 times, I did not backup while using the product and I was not in an accident or did I pinch it against the RV.

They explained that they can't discount below retail as this would be competing against their retailers/distributors.

I get all that, but for a customer to use a product 2 times and not be able for the manufacturer to repair it for less than a new one is unacceptable.

What do you guys think ?
Class A
  • pegdiver's avatar
    pegdiver
    Explorer
    Apr 20, 2016
    Do you have any pictures of the install and the whole set-up with the car?
    That would help... Meanwhile, I would check the mounting bracket on the car to make sure it didn't come loose on one side.
  • Bill_Satellite's avatar
    Bill_Satellite
    Explorer II
    Apr 20, 2016
    Unless it was bent when it was installed, I don't see any possible way that a manufacturing defect would cause the arms to bend. While I believe you when you say you didn't do anything wrong, something was done wrong by someone at the consumer level. I replaced my Road Master with a BO unit. 10 years and over 100,000 miles I replaced it with a new BO and they still gave me $150 credit toward the purchase of a new unit. I have had this one for about 5 years and it still works like new.
  • MaverickBBD's avatar
    MaverickBBD
    Explorer
    Apr 20, 2016
    There has to be an explanation for the failure. Armed with that information you might be in a stronger position to negotiate.
  • JayGee's avatar
    JayGee
    Explorer
    Apr 20, 2016
    sch911 wrote:
    Roadmaster is not the answer they're neither better or worse. Something happened to damage the Adventa. You may not even know what happened but it happened. Those of us who use Blue Ox bars have had very good success. I've many years of towing on an Adventa. I suggest you replace it, and try to fully understand what may have happened.


    I agree with this.

    It would be interesting to know what happened.
  • Mandalay_Parr's avatar
    Mandalay_Parr
    Explorer
    Apr 20, 2016
    My Aventa has lasted 10 years and never got bent. I've had it in very tight turns a number of times.
    I tow a 3500# CR-V. Maybe the Tahoe is the difference.
  • sch911's avatar
    sch911
    Explorer
    Apr 20, 2016
    Roadmaster is not the answer they're neither better or worse. Something happened to damage the Adventa. You may not even know what happened but it happened. Those of us who use Blue Ox bars have had very good success. I've many years of towing on an Adventa. I suggest you replace it, and try to fully understand what may have happened.
  • Roadpilot's avatar
    Roadpilot
    Explorer
    Apr 20, 2016
    I think if neither you nor the manufacturer know why the arm bent after using it twice, I would by a Roadmaster.

    If you know why it bent, I think it's unfair of them to charge so much to repair it. They aren't competing with retail when they repaiur their product, only when they sell a new one.

    Anyway, I wouldn't repair or replace it unless you know what happened. It's likely it will only bend again.

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