ComplaintsforWanaRyd

• Initial Complaint

  10/11/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a wheel, tire and brake rotors from Wanaryd. Upon receiving and installing them I started getting a brake pulsing in the front end of the motorcycle. I reached out to get help but when sending the info requested, they kept asking for more and deflecting responsibility to me and the MFG. After replacing the brake rotors with aftermarket rotors I am still having the same issue. I now found out the wheel is out of round and possibly causing the pulsing. I also found the tire was nearly 3 year old stock inventory (Supposed to be new). The tire is cracking and coming apart after less than 1000 miles and less than 3 months. At this point they will not respond to my emails, and every call I make goes to voice mail, I believe they are screening my calls. I'd like to return the whole setup for a replacement or refund. Preferably a refund.

  Business response

  10/28/2022

  Business Response /* (1000, 5, 2022/10/11) */ Hello, We are happy to help our customers in the rare cases they have any issues with our wheels. Our customers are typically good to work with and are understanding and follow our guidelines and instructions to fix issues. This has not been the case with Mr ********. We really would like to fix the issue and have this behind us. Mr ******** contacted us asking about an issue with the tire, we said no problem and offered a label to get it exchanged. He never sent it back. He contacted us about issues with his brake rotors, we offered a label to get them back for them to be inspected so we could diagnose the issue. He never sent them back. He then complained of an issue he is having with Tire pressure sensor (it's a stock Harley Davidson part) and we explained to him a shop has to sync the new sensor to the bike. This is a known thing, very common but he argued with us at length about this. Every solution we have explained and offered has included us covering the cost to get the products back and see what the issue is and no resolution has been good enough for Mr ********. We stopped trying to help Mr ******** after he maliciously went on social media and posted on NOT 1 but over 60 posts claiming that our company wasn't helping him when this is obviously a lie and we have emails of us stating we could get the parts back on our dime and help him correct the issue. Bottom line is he is unreasonable and is trying to hurt our reputation when all we have done is tried to help him. He just doesn't like that he has to return the parts first for us to figure it out. No one in ANY industry sends out new free parts when they haven't received the "faulty" parts back yet and have no idea what's even the cause of the issue. Additionally, it should be stated that Mr ******** is not having these parts installed at a motorcycle shop, he is doing so himself. These parts should be installed by professionals and we sell hundreds of wheels a month with 99% of them experiencing not even ONE of the issues that Mr ******** has experienced and he has three issues? Install error? Every product BEFORE we ship it is measured and documented by the manufacturer and then before it leaves our facility it is measured again for accuracy by our shipping team. This wheel is no exception, I pulled the documentation. The wheel is within spec runout and it is a good wheel. The brake rotors are the same, they are good. Customer installed this wheel himself and did not take to a qualified shop. It could be any number of things causing he issue such as the neck stem bearing not being tight but he does not want to hear any of our helpful guidance or take the bike to a shop. Mr ********, ... it's ok for you to leave a negative review about a company because you have had some issues but for you to go on social media and maliciously try to hurt a company is unacceptable. We really were trying to help you sir and STILL would really like to help you. We want you riding your bike and enjoying your new wheel, not having a bad experience. If you remove your malicious speech about our company and be reasonable in moving forward, we will GLADLY take the wheel, rotors and tire, get it back here, reinspect everything again, replace the faulty tire and return it all inspected a third time and with the new tire to you. I apologize that you have experienced issues, but please remember that there are actually allot of factors that go into installing wheels. If the axle alone is not torqued right, high speed wobble symptoms can occur and thats just one thing out of many. I would recommend if you do want to move forward with fixing things, please take the new one we send you to a Harley shop and just have them put it on, you have to do it anyways for the sensor to be programmed. This is a common setup we sell very very many of these a month for your year and style bike. We shouldn't be having these issues if installed correctly. Consumer Response /* (3000, 8, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Email after Email after Email goes unanswered and I'm the bad guy. Where is your concern for fixing this? Do you even know my phone number? A simple call could have avoided a lot of this. I've tried calling, always get sent to voice mail though. I made it pretty clear, I want to send the whole thing back to you. You told me to send the tire and rotors. What is the issue with sending the whole thing for inspection? I'm not asking for a label or anything. I wasn't asking for free parts, ever. Every move I made was trying to work around a problem.....not having a wheel to put on the bike while sending parts back. It wasn't that I wanted to be difficult. I don't have a lift or jack anymore, I had to borrow one so having a bike torn down for days or weeks isn't an option. Can you not agree that buying new rotors and swapping them would be easier than tearing the bike apart, taking these off, putting the wheel back on, sending these back, waiting for the return, and tearing it apart again to reinstall? Yeah, I asked for a credit if they were bad, you said no. That didn't eliminate me buying new ones and trying the repair anyway. A phone call could have got that straight easier. If you guys picked up the phone you'd find I'm not unreasonable at all. XXXXXXXXXX Business Response /* (4000, 10, 2022/10/17) */ Mr ********, we would like to have everything in writing in moving forward to avoid confusion and misinformation due to how things have gone thus far. We would be happy to take a look at the whole wheel setup and do our best to determine what has caused the issue. Send the wheel, tire and rotors back to the following address for inspection. UPS can be hard on boxes so please make sure to insure the package and package it well so this situation doesn't get even worse by us receiving a dented or dinged wheel. WanaRyd 1854-A Wallace School Rd Charleston SC 29407

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