Very disappointed in the service & warranty from Southwest Wheel over a Putnam receiver ball mount hitch that had bent at where the ball mounts. I provided the hitch and all the answers to their questions as to what I towed, the weight, and trailer desc. It was not over loaded and the guy kept on and on and on w/questions and wanted to see docs and braking info on the trailer, etc, etc. Rather than keep a customer and exchange the hitch they kept asking questions and would not exchange it. Pretty crappy customer service in the fact that they won't stand behind their products or even try to help the customer out.. Last time I go there.

 

ok, thanks for the info. I like that return policy and I imagine others respect your bus for the service. Would you recommend any other hitch as I'll probably to to Croft Trailers who has a 10k lb rated one waiting for me. Not sure what else to do and I surely don't want to risk loosing it on the hwy.

 

Did you order from Southwest Wheel in San Antonio which is different company which we sold off 15 years ago. Or did you order from Southwest Wheel in Dallas? If so give me a call and your invoice number and I will fix it up.

Edited by Admin

 

Yes, it was purchased from SW in SA, thank you for trying to make it right. I went back today and the rep wanted me to try and match the trailer hitch w/one in the store. What does it really matter? And then, he wanted me to purchase another hitch exactly the same so he could send mine to Putnam for "stress" testing (2weeks). Clearly the hitch has been "stressed" and in my opinon not necessary to send for testing. I'm not an engineer but if you design a hitch and place a label stating a max of 5k lbs then your design should be able to withstand 5k lbs + period. The trailer weighs less than the rated hitch of 5k lbs and I guess he clearly "does not get it" or has to go thru so much "red tape" to help a customer they end up losing one. I ended up getting a different hitch from Croft rated for 10k and new ball for less than my orig cost. Sorry for the ranting and thanks for the great DTR psycho help group.

 

Darrick at SW Wheel helped me with some Kodiak discs for my boat trailer. I'm at the far side of the spectrum from your experience. I've talked to 3 different people at SW Wheel and all 3 have been extremely helpful.

 

Thanks SundayMoney, it was a simple case of confusion. Southwest Wheel has a long history especially in Texas. At one time we had sixteen branches and owned three manufacters such as Prior Axle, Hayes Axle, and Prior Remanufacturing. Through the seventies and eighties during the downsizing of the oil industry in Texas, Oklahoma, and Louisiana so did Southwest Wheel. At the time several branches were sold off and allowed to retain their name followed by their respective city, in this case San Antonio. Sorry for bringing our rich history into this, but the guys who made these deals never lived to see the internet. It is all good, I am just glad we didn't mess up anything.

 

Darrick, no worries. I realize you would make it right and my situation may not reflect others experiences...especially because it's not the same SW Corp. Thanks for the clarification.

 

Southwest Wheel in Dallas was great to me. Been there a couple of times for trailer axles and wheels.

As far as your hitch... 5K is not always 5K. Those hitches are rated for a certain tongue weight also. If you did 5K with 800lbs of tongue weight, that hitch is not going to take it well. So, what was your tongue weight since I would guess the hitch was rated for 500 lbs tongue weight, 5K total pulled weight.

 

Last summer I ordered wheels from Southwest in Dallas via the internet site. Had them a couple days later. Very quick service. NO complaints from me. Too bad those who retained the name during the outlet sales selloffs did not live up to it.

CD

 

On one hand I can understand there point, how do the know you didn't over load it. But then there is the aspect of customer service and retaining a customer. When I was a parts manager there would be a few things I would have considered, first if I could send it back for a credit with no hassle then here you go. Then there is the question...good customer or bad, and basically how you treated me. If you come mf'ing me then you aren't getting any help. Then the last would be if the part is not covered by any warranty or I have no way to get it covered thats an issue too.

 

Yes, all understandable comments. I understand the tounge weight factor and don't know exactly what it is as it's a typical "crank up/down" jack. I know I'm under the 5k lb tow rating. The thread wasn't meant to bash SW just to help one realize that there's a point w/a $40 part and keeping a customer happy and giving them the benefit of the doubt vs. having them shop elsewhere.

 

Misunderstandings abound when you deal with a lot of customers. You'll make 99.9% of your customers happy, but that .01% will show up on a forum!

For those of you who saw my response to this thread yesterday, I apologize. I took it as an opportunity to complain about the influx of big box stores and the inevitable loss of service that comes with them.

Southwest Wheel does not fall into that category. I share many customers with them and they've always reported good service and products. I owe you guys a beer.