I also hope that someone at Rocky Mountain sees this video, and uses the information to improve their processes. I've shopped there in the past with good results, but the experience you related is enough to make me consider other retailers. Quality control issues happen, but apathetic service is a deal breaker.
They came in, they had all the hardware there which is good, install was pretty easy, took me longer than I wanted because Im a moron and put the bottom four bolts through from the outside instead of the inside, and then forgot the washers inbetween the bracket and the box. Other than the problems I caused it was easy as pie and everything holds solid. Thank you sir for making the videos you do
You are absolutely correct, assuming I had a metal bit in the correct size. Regardless, I don’t consider that to be an acceptable solution for a product I purchased. Maybe my standards are too high…
Bad customer support experiences like this will on average ripple far enough to kill 50 prospects by word of mouth if I remember my sales training correctly and thats not accounting for it to be videodocumented like this. Those 20 cents bolts and spacer have cost them a potential earnings of in the thousands, if not tens of thousands.
Sucks you had to deal with all that for such simple parts. The quality control person must have been on something that day 😂 I think you'll like the bags. I just got some and like them so far.
When i put my spacers for the rear rack in the hole where the tool kit was they fall through. There is nothing keeping the spacers from falling through. Its a 2024 KLX 300..Thoughts?
Possibly Kawasaki changed the tool kit mount on the new gen bike? I’m out of town and unable to look at mine and offer good advice. I recommend calling RMATV to see if they have fitment suggestions. Hopefully they can offer advice!
ANYTIME something like this occurs, SOMEONE who knows what it means to TAKE SOME INITIATIVE needs to simply go through the parts list with the customer, find-out if ANYTHING is missing, or screwed-up in any way, then get UP FROM THEIR CHAIR, and go pull the requisite parts, pack them-up, verify the correct shipping address & contact phone number, and send the parts NEXT DAY AIR, after letting the customer know the TRACKING NUMBER. I've worked with all KINDS of people, and I "get" that nobody's perfect, and that we've ALL made mistakes, but, SINCE issues do arise, the IDEA is to quickly and efficiently FIX THE PROBLEM, since you can always screw-around fixing the BLAME, later. For now, get the parts to the person who NEEDS them (and has PAID-for them.) Look at how this video has reflected-upon people who ARE capable of doing a good job, but how the word can tend to get-OUT, when a customer doesn't feel-like their concerns had been properly or satisfactorily addressed. I'm glad that this guy was able to FINALLY get his gear installed. I own Tusk gear, and I've dealt with this retailer without any problems, but one NEEDS to be treating customers in the manner that YOU'D want to be treated, whenever an unexpected problem arises. This requires additional effort, but it only makes good sense, including good BUSINESS Sense.
I should have watched this video before ordering the side racks - so I knew what I was getting myself into. Rocky Mountain still sends the wrong spacers, so I trotted over to the local ACE Hardware to get ones that, I hope, will fit better. Otherwise, it appears they sent all the nuts and bolts I need to complete the assembly. The side racks are still the only option for me to handle the Pilot Side cases. So, I guess, beggars can't be choosers. One thing everyone should know though. The side racks are secured by the bolt that holds the saddle in place. It is also one of three bolts that secure the cover for the battery. This means if you need to change the battery or add power sources for phones or Garmin or something else, you have to remove alot of the side rack on the left side of the bike. :( Since the bolts on my 2023 KLX 300 are not well manufactured, I am adding the power couplings before the side racks. This minimized the risk of me stripping the nuts later on. Not a Tusk or Rocky Mountain issue, but, so far, not impressed with the KLX 300 build out. Even the Richocet ski plate was a challenge.
Given the price of those rack kits, I've decided to attack their manufacture myself, when the time comes. (Bike first, then rack. G,D,&R) $100 for a powder coat kit from HF, galv EMT for tubing, metal salvage for various struts. I have bender/welder/hdw. Why isn't the hardware black to match the racks, Tusk? Why didn't Tusk express the whole bolt kit to you? It would have saved them money and made excellent CS for them. Is anyone else shopping Revzilla instead? They rate 4.4 vs RMATVMC's 4.1 score.
It was about making the point, and having hardware that matches so that I can carry fewer tools. The seller is more likely to fix their quality control problem if they have to go through the hassle of shipping replacement parts than if they just are just told that a part was missing. Also, every trip to the closest hardware store is over 30 min each way for me. I’m not a fan burning $10+ in gas to go see if the hardware store happens to have an unusual bolt that will work, all because of someone else’s sloppy QC.
It’s not that I can’t. It’s that I shouldn’t have to. And it’s about making the vendor correct their issue. And it’s about reviewing the product/vendor for others.
I live in a rural area, and the closest store did not carry screws with matching heads. I prefer to be a minimalist when it comes to riding with tools, so the fewer tools, the better.
Although that would be the quicker thing to do, the point is you shouldn't have to. And as much as I don't mind spending 5 bucks for some new bolts, he paid for the kit and they damn well better give him his money's worth. That's my view on it
Home Depot and Lowe’s didn’t carry the correct sleeve. They did carry the same size recessed bolts, but with a Phillips screwdriver head instead of the hex head like the ones that were included in the kit. I’d rather not have a mix of different bolts-the fewer tools In my toolkit the better.
@@MotoTherapy Glad you got it done. Once you finished it I thought it looked great and a great product. ADV bike is in my future. I ride a Ultra Limited right now. Great channel. Love the content.
@@alupangguam7560 True. But then I would have settled for a substandard screw (philips vs hex), and I would have had to spend about $12 in fuel to get to Home Depot and back (I live in the country). And even though it’s painful, I have no issue putting up with crappy customer service in order to make a company deliver what I paid for.
I would have drilled out the spacer and gone to the hardware store to buy 2 bolts
I also hope that someone at Rocky Mountain sees this video, and uses the information to improve their processes. I've shopped there in the past with good results, but the experience you related is enough to make me consider other retailers. Quality control issues happen, but apathetic service is a deal breaker.
That is quite an experience. Customer service is incredibly important. - Frank
They came in, they had all the hardware there which is good, install was pretty easy, took me longer than I wanted because Im a moron and put the bottom four bolts through from the outside instead of the inside, and then forgot the washers inbetween the bracket and the box. Other than the problems I caused it was easy as pie and everything holds solid. Thank you sir for making the videos you do
Glad to hear you had all the parts and the instal went well! Best wishes!
sucks about the delay in service. however you could have just drilled out the smaller spacer and viola project done.
You are absolutely correct, assuming I had a metal bit in the correct size. Regardless, I don’t consider that to be an acceptable solution for a product I purchased. Maybe my standards are too high…
Bad customer support experiences like this will on average ripple far enough to kill 50 prospects by word of mouth if I remember my sales training correctly and thats not accounting for it to be videodocumented like this.
Those 20 cents bolts and spacer have cost them a potential earnings of in the thousands, if not tens of thousands.
Sucks you had to deal with all that for such simple parts. The quality control person must have been on something that day 😂 I think you'll like the bags. I just got some and like them so far.
When i put my spacers for the rear rack in the hole where the tool kit was they fall through. There is nothing keeping the spacers from falling through. Its a 2024 KLX 300..Thoughts?
Possibly Kawasaki changed the tool kit mount on the new gen bike? I’m out of town and unable to look at mine and offer good advice. I recommend calling RMATV to see if they have fitment suggestions. Hopefully they can offer advice!
I had to make my own spacers. The spacer for the rear fender was incorrect length.
I was looking at getting this entire system for a couple of bikes, looks like I will be looking elsewhere for my 3 motorcycles.
ANYTIME something like this occurs, SOMEONE who knows what it means to TAKE SOME INITIATIVE needs to simply go through the parts list with the customer, find-out if ANYTHING is missing, or screwed-up in any way, then get UP FROM THEIR CHAIR, and go pull the requisite parts, pack them-up, verify the correct shipping address & contact phone number, and send the parts NEXT DAY AIR, after letting the customer know the TRACKING NUMBER. I've worked with all KINDS of people, and I "get" that nobody's perfect, and that we've ALL made mistakes, but, SINCE issues do arise, the IDEA is to quickly and efficiently FIX THE PROBLEM, since you can always screw-around fixing the BLAME, later. For now, get the parts to the person who NEEDS them (and has PAID-for them.)
Look at how this video has reflected-upon people who ARE capable of doing a good job, but how the word can tend to get-OUT, when a customer doesn't feel-like their concerns had been properly or satisfactorily addressed. I'm glad that this guy was able to FINALLY get his gear installed. I own Tusk gear, and I've dealt with this retailer without any problems, but one NEEDS to be treating customers in the manner that YOU'D want to be treated, whenever an unexpected problem arises. This requires additional effort, but it only makes good sense, including good BUSINESS Sense.
I should have watched this video before ordering the side racks - so I knew what I was getting myself into. Rocky Mountain still sends the wrong spacers, so I trotted over to the local ACE Hardware to get ones that, I hope, will fit better. Otherwise, it appears they sent all the nuts and bolts I need to complete the assembly.
The side racks are still the only option for me to handle the Pilot Side cases. So, I guess, beggars can't be choosers.
One thing everyone should know though. The side racks are secured by the bolt that holds the saddle in place. It is also one of three bolts that secure the cover for the battery. This means if you need to change the battery or add power sources for phones or Garmin or something else, you have to remove alot of the side rack on the left side of the bike. :( Since the bolts on my 2023 KLX 300 are not well manufactured, I am adding the power couplings before the side racks. This minimized the risk of me stripping the nuts later on.
Not a Tusk or Rocky Mountain issue, but, so far, not impressed with the KLX 300 build out. Even the Richocet ski plate was a challenge.
Given the price of those rack kits, I've decided to attack their manufacture myself, when the time comes. (Bike first, then rack. G,D,&R) $100 for a powder coat kit from HF, galv EMT for tubing, metal salvage for various struts. I have bender/welder/hdw.
Why isn't the hardware black to match the racks, Tusk? Why didn't Tusk express the whole bolt kit to you? It would have saved them money and made excellent CS for them. Is anyone else shopping Revzilla instead? They rate 4.4 vs RMATVMC's 4.1 score.
Great questions! Good luck with your rack 👍
Sending the wrong parts and hardware is job security for tech support employees
Sucks they weren't great, but I also would've just got what I needed from the parts store. And let them know. I'm not waiting a week for a bolt.
It was about making the point, and having hardware that matches so that I can carry fewer tools. The seller is more likely to fix their quality control problem if they have to go through the hassle of shipping replacement parts than if they just are just told that a part was missing. Also, every trip to the closest hardware store is over 30 min each way for me. I’m not a fan burning $10+ in gas to go see if the hardware store happens to have an unusual bolt that will work, all because of someone else’s sloppy QC.
Just drill and tap dude... If you can't do it, you have no business in the wilderness with a KLX
It’s not that I can’t. It’s that I shouldn’t have to. And it’s about making the vendor correct their issue. And it’s about reviewing the product/vendor for others.
Dude, aren't there any hardware stores where you live? Screw tech support!
I live in a rural area, and the closest store did not carry screws with matching heads. I prefer to be a minimalist when it comes to riding with tools, so the fewer tools, the better.
Although that would be the quicker thing to do, the point is you shouldn't have to. And as much as I don't mind spending 5 bucks for some new bolts, he paid for the kit and they damn well better give him his money's worth. That's my view on it
Wow, makes me think twice about buying from them. If I was the owner of RMATV some heads would roll, right out the door.
Rmatv quality control leaves a lot to be desired. Enjoy your videos,
Sorry you had to deal with that what a big disappointment
Not good from Rocky Mountain geez, this video is making me not wanting to order the same kit for my KLX 300 from Rocky Mountain.
They work fine once installed, but it was a painful process!
Drill the spacer
Thanks for the intelligence.
I would buy this product if I could buy this product. Looks as if not entirely available.
Wow I would have went to Home Depot or Lowes to get what I was missing for my bolts. Note to self don't buy from that company.
Home Depot and Lowe’s didn’t carry the correct sleeve. They did carry the same size recessed bolts, but with a Phillips screwdriver head instead of the hex head like the ones that were included in the kit. I’d rather not have a mix of different bolts-the fewer tools In my toolkit the better.
@@MotoTherapy Glad you got it done. Once you finished it I thought it looked great and a great product. ADV bike is in my future. I ride a Ultra Limited right now. Great channel. Love the content.
@@MotoTherapy Could have bought 4 of the Phillips so there would be no mix. A lot less hassle than dealing with that poor customer support.
@@alupangguam7560 True. But then I would have settled for a substandard screw (philips vs hex), and I would have had to spend about $12 in fuel to get to Home Depot and back (I live in the country). And even though it’s painful, I have no issue putting up with crappy customer service in order to make a company deliver what I paid for.
@MotoTherapy I need the helmet lock you got. Where did you get it and part number? Thanks
Nobody cares anymore! It’s very sad!