Bought Yakima from Moosejaw

“Sharing my customer service experiences:

I recently purchased a Yakima bike rack from the Moosejaw website.

It was a trunk-mount rack, the SuperJoe 3. I installed it, per the manufacturers instructions, and was ready to use it the same day. The first thing that went wrong was that one of the bands of rubber used to hold the excess straps snapped right away. I figgered it was no biggie cause I'm sure Yakima would send me a new one. The next day, tho, I was transporting my bike, alone, and found that the cradle that held the front of the bike kept sliding back and bumping the cradle behind it so the bike was riding at an angle, not parallel, to the back of my car. I stopped a couple times to push the cradle, which was a major pain in the butt. I'm not sure that the way it was riding is actually dangerous or a problem, but I am sure that I don't want to keep stopping to fix it or risk having it scratching against another bike that might be riding in the next cradle.

Frustrated w/ the rack, I emailed Yakima. In the email, I explained what my concerns were. I had hoped they'd email or call with a quick, easy solution. Oh, I also "cc'd" Moosejaw so they were aware of my concern.

Within a few minutes of my email to Yakima and Moosejaw, Moosejaw sent a reply w/ a solution; return the rack to them and they'd refund or replace for warranty, my choice. I thought I'd give Yakima a couple days in hopes they'd have a solution that allowed me to keep the rack. Nope... Yesterday, after a full week, I didn't hear from Yakima (except the automated email telling me how important my business is...). So, I finally gave up and returned the rack for a refund. I drove it to the local store to avoid paying shipping. Moosejaw even threw in a free t-shirt for my hassle.

Today, the eighth day, Yakima emails me and asks me to call them so they can assist me in determining if this is a warranty issue and/or what parts I might need. Of course, I responded and told them that after waiting so long, I finally gave up on their product and returned it.

I'm just disappointed that it took Yakima so long to contact me. How long would a resolution have taken?

And, I'm thrilled with the customer service provided by Moosejaw. Quick, friendly, helpful, hassle-free. Love them!!”

“Moosejaw does rock. I think retailers can get more action from a company because, let's face it, they buy more racks than just you or I. I'm hoping they make a rack and rail deal for my Toyota some time in the next year or so.”

“I didn't realize that Yakima belonged to Moosejaw, or that tara had enough money to buy them. Way to go NC!


Does her dad own a liquor store too?”

“so tarabull what type of bike rack are you going to get next? i have a celica and i want a hitch type of rack for two bikes. i've started calling around on the hitches and will need to do some research on the racks. anyone have suggestions?”

“lol @ bit.

I'm undecided, Cyndee. I'm looking at all my options, again.”

“Does her dad own a liquor store too?”
bitpusher
8:51:33 PM
7/20/06



I don't think her dad owns one, but I know she's invested a hell of a lot of money in one or two......”

“There's nothing like a nice rack, except when good service comes along with that said rack.”

“Nigal, they've been making one for years now. Look at the EUROPEAN (since that's where your car has been out longest) site for Thule and Yakima.

We have a thule hatch mounted rack. It's good, and has been consistantly good for about six years now. It's also very flexible. We used it on our jeeps, VW camper, and now our focus'. Works well on all vehicles w/ a hatch apparently.

Glad you didn't lose your bike, or damage your vehicle Tbull.”

“What is the service industry coming to if a girl can't get immediate help with her rack when she asks for it! sheesh

Moosejaw is great for service...it is something they've become known for. That and their infamous and at-times completely irrelevant cutie photos. ;)”

“so tara is not satisfied with her rack?

if that's not a phucking shame i don't know what is.”

“....must.....keep.....quiet.....”

“I've got a superjoe bike rack and never had a problem with it - i think you got a 'bad apple' so to speak.

sux that Yak rather ignored you though - no excuse for that.”

“AmyG said "rack".


Got to meet that woman.”

“Can we have pictures of these racks? And are Jewish racks better than Gentile racks? I do find it strange that someone would put a Yamika on their rack.”

“speaking of "yamikas"

WTF is up with jewish spelling?

they're the suckiest spellers in the world. maybe that's why they're always getting picked on?”

“"yarmulke"

If tara doesn't like her rack, she can always get a better one. But my personal taste is natural, regardless of size.

Of course, I'm an ass/leg man.”

“I though you liked hummers, Bit.”