Most helpful critical review
74 of 82 people found the following review helpful
Customer Service Is The Worst
on July 29, 2011
I have an 06 Screamin Eagle Ultra with true dual. I just recently returned from a trip where I put 3000 miles on my bike. The bike has 6800 miles on the clock now. While on the way home from the East Coast I could hear an exhaust noise. Thinking I had a loose exhaust flange bolt I stopped at a gas station and was sad to discover that near the weld for the the mounting tab on the back cylinder there was now a hole in my pipe. I limped my bike home and today I called Reinhart Racing to see what we could do about it.
My phone call was simple, Hi can I have customer service please? This is customer service what can I do to help you. I ride an 06 Screamin Eagle Ultra and I have true duals on a trip I found a hole in my exhaust pipe that is right on the weld. The female on the other end let me get you to tech support. Tech support, I run through same story... He replies we have a replacement pipe for that problem but we are back ordered on them, would you like to buy one? BUY? Yes, they are $229.00. Me... I have a $1000 exhaust system that you made and it is faulty, you now want me to buy a part to replace your faulty part? He stated yes, I said I see a problem here.... and told him how I saw on the website they are "undisputed leader in the aftermarket performance exhaust industry" and "behind the chrome lies an American-made product exuding skilled craftsmanship throughout the entire fabrication process" not to mention "dedication to continued advancements in technology will continue to create new possibilities for the performance exhaust industry in future years" Then I asked for a supervisor, to which I was told he was the Supervisor, I said I thought you were tech support.
This conversation went on for a while. He did clam up and try to end the call when I told him the entire call was being recorded and that I was going to post it on the internet as Reinhart standing behind their parts. He said my pipes are out of warranty and and they would sell me a replacement but that was all that was going to happen. I explained to him as an American I felt ashamed that the company would sell parts that they have a known issue with and then not stand behind them but instead they would continue to put "behind the chrome lies an American-made product exuding skilled craftsmanship throughout the entire fabrication process" on their website.
We continued our conversation going in circles. I've had Vance and Hines in the past, and had no problems on other bikes. My last set of Vance and Hines saw 26000 miles before I sold the bike and I know they are still going strong. I think my next call will be to see what they will do to fix Reinhart Racings poor workman ship. Buyer Beware when it comes to Reinhart.