2011 & Draw-Tite Hitch: Don't do it

Tsquared · Post by **Tsquared** » 18 Dec 2010, 15:55

I am in the middle of a Customer Service nightmare with Draw-Tite. A few weeks ago I got on the website for Draw-tite and used their drop down list to order a class 1 receiver for the 2011 C30. It shipped within two days and it arrived two days later - good shipping. I pushed it off to the side until the weekend (my mistake). When I attempted to install the receiver it did not fit. Draw-tite's customer service is M-F 8-5 central time - Now I wait till the following Monday.

I tried the 1.877.507.0710 expert advice number and could only get an order taker - there was no expert adviser available when I finally did get through. Being the resourceful person that I am I used the WEB Customer service form. The reply I got back was from Bert and his records indicated product number 24811 does fit the 2011 C30 (He was wrong, it fits the 2008-2010 models only). Bert also let me know that Cequent is the parent company that owns Draw-tite and their tech line number is 1-800-632-3290 . So much for the Customer Service at Draw-tite...

Cequent is a bit different, after I phone surfed for about 20 minutes I got a hold of Linda. The receivers were not her area of expertise but she was able to find out that the product number 24811 does not fit the 2011 C30 and recommended I complete the RMA process with Draw-tite. She also informed me that the 2011 C30 receiver was not available. Linda was a Customer Service professional.

I am now in a holding pattern waiting on the RMA (it's Saturday and Customer No-support is open Mon-Fri 8-5). I will update this thread with the proceedings.

Tsquared · Post by **Tsquared** » 20 Dec 2010, 15:55

Apparently I rattled enough cages during my phone serfing last week. Today I received a phone call and email from management. They are doing what they can to make this right. BTW: Draw-Tite, Reese and Hidden Hitch brands are all subsidiaries of Cequent

Tsquared · Post by **Tsquared** » 21 Jan 2011, 19:16

Update: I received a eloquently written letter from Mark Kennedy the "Executive Vice President of the company that operates Drawtite-Hitches.com" just after Christmas. He apologized and assured me that he "will do what I can to make it right." I also received a pre-paid UPS airbill to ship the hitch back. I shipped it back and it was received Jan 5 and was signed for by McCarty. As of Jan 21 I have not received any acknowledgment of receipt from Drawtite or a credit. I have fired off another round of emails to Drawtite (Mark Kennedy) and I am waiting on a reply. Their Customer No-service seems to be rampant within this company.

BTW: I have 36 days left to dispute my credit card charges.

Post by **precopster** » 28 Feb 2011, 04:47

Just curious Tsquared, how did you go? Did they finally refund your credit card?

Tsquared · Post by **Tsquared** » 10 Mar 2011, 08:13

Yes they did - for the wrong amount. It was 30 cents too much. They just didn't have their act together. I am now on their email list also...

Dcmim · Post by **Dcmim** » 05 Sep 2012, 09:18

Did you ever find a hitch that did work? I'd like one for my bike rack

Tsquared · Post by **Tsquared** » 25 Nov 2013, 19:32

I never found a hitch for the my daughter's C30. I am still on the lookout for one.