Warning: US GEAR Aux Trans

[Deezal Man]

I'm not one to get excited about things that go wrong. . nobody is perfect. . and "stuff" happens. Hey I'm a project manager of multimillion dollar industrial automation systems. . believe me. . serious problems and issues are part of my daily life. I don't sweat the small stuff.



But when my BIL decided to have a US GEAR Aux transmission installed in his '01 at Parkway garage in Lititz, PA and TWO AND A HALF WEEKS LATER HE STILL DOESN"T HAVE A TRUCK!! That is a problem. Especially when the garage said day and a half.



First, the shop said US GEAR sent a wrong part. Naturally this was discovered only AFTER the truck was in pieces. Then the correct part was shipped either UPS GROUND, or STANDARD MAIL based upon the time it took to arrive.



TWO DAYS LATER, another part was found to be incorrect... Again, no thought given to sending the part overnight... And the only thing the shop does is schrug their shoulders as if they did nothing wrong.



Believe me, I understand every side has a story. . but the fact of the matter is. . This shop is a US GEAR vendor. . So I frankly don't care who is the blame. . This is a US GEAR issue as far as I'm concern. . and this is flat out unacceptable. What if the truck was his only vehicle?? or he used the vehicle for a business?? How bout if he was a hauler??



I'm not sure what to do. . or what I'm expecting here. . but if I owned US GEAR. . I would be on the phone giving an apology or trying to do something.



Everyone knows that word of mouth is the best form of advertising. . how could he ever recommend this company. . never mind the shop!! I've seen poor customer service before. . but this is rediculous.



Regarding the installing garage. . well, it appears they not only don't give a hoot, but this is the first Aux transmission they ever installed. HOW can you not know you have the right parts for something you've installed a hundred times?? This isn't rocket science here folks. .



Any suggestions of what you would do would be greatly appreciated.

 

[SRadke]

From what you describe it sounds like the shops issue, not US Gear. Had they asked for overnight shiping they likely would have recieved it. US Gear may not even be aware of the situation. I've never used any of their products or dealt with them but I beleive you're giving them a bad rap.



-Scott

 

[RustyJC]

If I'm paying someone to install something they provide, then I expect them to lay it out to ensure that they have every part, and that every part is right BEFORE they tear my truck apart.



I agree - this sounds like a shop issue, not a U. S. Gear issue.



Rusty

 

[Loren]

I have a US Gear exhaust brake and a US Gear overdrive transmission in my 2000 truck. While I haven't been too thrilled with the reliability of the exhaust brake, the transmission has served me flawlessly for a couple of years now.



I installed both of these accessories myself and have received nothing but excellent technical assistance from US Gear when I have called them for advice. My installation kits came with everything I needed for my truck, but I'm sure that if I had needed something immediately to complete the job, US Gear would have shipped it via overnight express. If it were their mistake (missing part, for example) I'm sure they would have paid the cost of shipping.



Their overdrive transmission is an excellent unit with a great reputation. This shop in question may need a wake-up call regarding their nonchalant attitude towards their customer, but that doesn't make it US Gear's fault. If they read these posts, maybe US Gear will cancel that shop's franchise.



No matter how long it takes, I'm sure your BIL (whatever a BIL is) will be happy with the transmission.



Loren

 

[PRout]

It sounds like your Brother in Law is not having very good luck w/ this shop at all. I really dislike the idea of them having his truck all that time, becuse who knows what can happen to it when its in a shops' hands that doesnt even have the consideration to expedite the shipping for its customers after they gave a "day and a half" estimate.



Anyways, I think this IS US Gear's problem (if this is a factory authorized installer) and they should be notified so they have a chance to react and show their true colors, expecially since this has become higher profile being on the TDR.



I would be polite and try to work with them to help guide it your way.

 

[ak_fleming]

"Everyone knows that word of mouth is the best form of advertising. . how could he ever recommend this company. . never mind the shop!! I've seen poor customer service before. . but this is rediculous".







You are correct! You should send a letter to the shop owner and to US Gear explaining your displeasure. Even though US Gear may not have any knowledge of this situation they may want to know about the poor service being offered by one of their installers. Remember "The Customer is Always Right. " If the shop owner is a good businessman he would rather give a partial refund and take a hit on his profits than allow a dissatisfied customer to walk around telling the whole world how bad his service is. If you can't get any satisfaction from the shop dropping a line to US Gear may be the leverage you need to get the owner to act responsibly. Good Luck.

 

[Deezal Man]

Update

My brother in law FINALLY got his truck back and appears to be working properly. He did call US Gear to complain about the situation and US Gear was aware of the issue. Hummmm...



In any case, it appears the shop ordered a 6 speed kit, and my BIL's truck is a 5 speed. Interestingly... neither US Gear or the shop realized that at least TWO parts were different. . Guess US Gear isn't sure about their offerings either??



So who is to blame?? Well, first off. . My BIL told the shop he had a 5 speed and I think he even took the truck to the shop for them to review. So yes the shop made the initial error. . (they blamed US Gear for everything by the way. . )



Never the less, I still place blame on US Gear because it is their product and they should have better control of who is installing and/or selling their products. Besides, they knew the shop incorrectly ordered a 6 speed kit. . when they should have ordered a 5 speed kit. . Did anyone in US Gear point this out or correct it when the initial mistake was discovered??? NOPE. .



Lastly, I guess what really upsets me is that US Gear admitted knowing about the situation all along. . AND DID ABSOLUTELY NOTHING to correct it!! That makes them just as guilty in my book. Both of us have really low confidence in this company. . Shame because when you spend that kind of money. . you expect at least a thread of customer service.

 

[LightmanE300]

You definitely don't hear these stories about ATS or DTT. .

 

[Turbo Thom]

You definitely don't hear these stories about ATS or DTT. .



WHAT? Where in the he11 you been, boy?



As for as US Gear and their problem, that may be possible. That has not been my experence. Whenever I have called them I got the best treatment. But then I knew what I wanted. And believe it or not, I know the difference between a 5 speed and 6 speed transmission. How many parts is there to an overdrive unit? The transmission's are not shipped in pieces so you have one transmission. This whole thing is nuts. And on the TDR no less. Some folks just have no class at all.



. . Preston. .

 

[Gonzo 1066]

My gear vendors unit was a easy install by myself in one day, and has provided excellent service for near 100,000 miles. Be fair to the manufacturer. If the shop is fumbling the project it is not US gears fault.

 

[Deezal Man]

Dazed and confused.

But then I knew what I wanted. And believe it or not, I know the difference between a 5 speed and 6 speed transmission.

Your own response states it best.

WHAT? Where in the he11 you been, boy?

As previously stated:

My BIL told the shop he had a 5 speed and I think he even took the truck to the shop for them to review.

How many parts is there to an overdrive unit? The transmission's are not shipped in pieces so you have one transmission. .

Appearantly the US GEAR installation shop was unsure. . Because they ordered a 6sp installation kit. Obviously the overdrive unit would be the same for both variations, but for anyone who has ever ventured under their truck to visually notice the physical difference between a 5sp and a 6sp... should quickly determine the brackets & mounts will be different.

This whole thing is nuts. And on the TDR no less. Some folks just have no class at all.

I was just thinking the same thing.



We would appreciate a little slack for those of us who aren't retired. . or have a garage full of vehicles. . in the event one of them ends up in the shop for over two weeks.

 

[Turbo Thom]

If I'm the one you're speaking to, I'm not retired either. 12 hours a day at the shop.



Trucks... ... I have one 1 diesel 3500.



Class is not airing the dirty stuff in public. Why get online and blast anybody? This is a lot like the transmission wars.



The shop is a joke. They should have stepped up and admitted there shortcomings. There is the trouble. Then, is the customer in any way at fault? Believe it or not, a customers attitude will go a long way in a shops work. Or lack thereof.



. . Preston. .

 

[Turbo Thom]

If I'm the one you're speaking to, I'm not retired either. 12 hours a day at the shop.



Trucks... ... I have one 1 diesel 3500.



Class is not airing the dirty stuff in public. Why get online and blast anybody? This is a lot like the transmission wars.



The shop is a joke. They should have stepped up and admitted there shortcomings. There is the trouble. Then, is the customer in any way at fault? Believe it or not, a customers attitude will go a long toward the way a shops works. Or lack thereof.



My point is just don't fire both barrels till the target is in the clear and can be seen. Even be sure the target is the right one.



. . Preston. .