Scott
Customer Service could have been a little better
Customer Service? I’ve been ordering large 4X4 tires off and on from NTW since the late 1980’s. My experience has always been good and NTW has been a preferred supplier. Anyone that’s been around a while knows that on occasion these large 4X4 tires have quality issues, especially regarding concentricity. (ie. tire is not perfectly round- easily observed when the tire & wheel are on the balancer, both must be in tolerance. If too far out, the condition causes vibration even if perfectly balanced) On this last order I contacted NTW customer service before placing the order to get assurance they would exchange the tires if there was a problem. Unfortunately their response was not as “welcoming” as I would have liked, when they said “we’ve never had that happen”. “If you send them back and we don’t see any issues it will be your problem and it will be on you to pay for shipping back to your address” Although their un-candy coated statements would be accurate, as a customer they didn’t make me feel great about making the order. The demeanor just could have been more professional. I felt that if I did have a problem,it would be an uphill battle for me right away and that I’d probably have better luck just contacting the tire manufacturer. Feeling this way and I hadn’t even placed an order yet. All I really wanted was a respectful customer service rep who would take the time to help me through an issue if I had one. Due to my past positive experiences, I placed the order with NTW anyway, and there were no problems. Got what I ordered, but the experience was just OK. Scott McCoy