HardRacing. Poor Service and Issue Still Unresolved
My priority is to find a solution to an issue I am having with HardRacing.com out of NC. I have read posts on this board of others with more positive experiences, so maybe someone might have some insight on getting this issue resolved. Furthermore, putting this problem in the open (especially where this company is a sponsor) may garner a better result than the current counterproductive bickering email exchange that has occurred with HardRacing, who has, in my opinion been less than professional.
I purchased a TruGel Cell battery from HardRacing.com for my 2006 600RR back in March 2011. Product arrived and transaction went smoothly. I am unsure of the actual date that I installed the battery, but it was not for a few months. Needless to say, shortly after installation, in June 2011, my bike began blowing smoke from the back so I took it into a local shop to see what was wrong. I receive the bike back early August but am told that (unrelated to the smoke issue) the battery was defective and that that a new one needed to be put it. The shop had said that they were experiencing issues with the TruGel and that I should inform the company where I purchased it of the defect and to see if I could return it since it was so new.
I contact HardRacing August 19th, and they won't accept a return (which I am not happy with but can somewhat understand since so much time has passed), but will have the manufacturer exchange it out for another (again, not ideal since I am no longer in need of a battery, but this is all HardRacing is willing to do). This is what HardRacing's email said:
"Unfortunately, the Manufacturer will only do warranty exchange when it's been over 30 days.
Kinda like Purchasing a new $3000 TV at an Electronics store.
And after 6 months they wouldn't take it back for Refund. Only Exchange it out for another one."
I tried to tell HardRacing that it had not been 6 months yet, (purchase date 03/02/11 to 08/19/11), but the response I received was just a shipping label to an individual named Adam Landers in Fort Worth, Texas, with no company name. The email gave locations of local UPS drop off locations and said I needed to write the RA# in big letters on the box. No other information was given from HardRacing regarding where the battery was going, who was receiving it, when I should expect another, who would be contacting me, etc. So I slapped the label on the box and dropped it off at UPS on Aug. 24.
More than a month goes by. In hindsight, I might have called HardRacing earlier to figure out what was going on, but I really have no idea how long this process takes. I didn't know if the battery needed to be tested to determine if it were defective, or if I needed to be contacted regarding its use, or if HardRacing were going to be sending me the new battery, or if TruGel or the guy I sent the battery to would get in touch with me.
Either way, on Oct. 10, I email HardRacing to see the status of the battery, figuring at this point someone should have contacted me. HardRacing replies that same day that they will check and get back to me. I receive a phone call shortly after saying that their was an attempt to deliver the battery in September and it was refused. I ask why I wasn't told about any shipment, attempt at delivery, or refusal, and the person on the phone from HardRacing says that all he knows is that according to a tracking number, the shipment was refused. I tell him that i never refused anything and ask him for the tracking number. He says he will email it to me, which he does shortly after we hang up. In a nutshell, after speaking with UPS and looking at the tracking details, the delivery attempt went as follows:
Delivery was successfully made to my apartment complex office on Sept. 1. For whatever reason, I didn't receive a note that I had a delivery on my door and my apartment complex did not notify me of the delivery. (Yes, I understand that these are issues that need to be taken up with these entities as well). On Sept. 15, my apartment complex returns the package to the sender, which is in Jacksonville, Florida.
So as of right now, HardRacing still has my money, I do not have the product I purchased, and HardRacing has responded to my email (in an unprofessional manner) saying that they did their part, delivered a product, and that I need to take responsibility for my actions. Furthermore, HardRacing is now claiming that they are certain they emailed me the tracking number when it was shipped, although they have not provided a copy of that email and say that "Over 100,000 emails get lost or misrouted every min of every day, world wide.
That's the nature of emails."
Throughout HardRacing's email where they point fingers at everything but themselves, they do not even hint at a vague possibility of what can be done at this point to resolve this issue. They are offering no help at this point, whatsoever. Unfortunately I feel absolutely cheated. I paid for a battery and after all this run around, I have nothing to show for it, and HardRacing has made a profit off of a defective product.
Does anyone have any suggestions? Putting all the wasted time and effort aside, I just want to be brought back to the status quo.
Please let me know if you have any questions. And if you are skeptical about actual information and wordage I refer to in our email exchanges, I will be happy to forward them to you. Just PM me.
Last edited by KhRoNiX; 10-11-2011 at 09:05 PM.