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Andy from Voyager called me. I have been dealing with a Thayer via email. I returned the voicemail he left but have not heard back. Thats fine, hopefully he calls next week.
Still have no heard back. So over a week not with no return call. Thayer Low, via email, has been getting back to me quickly. If not same day, the next. And Thayer did sent directions but they are a little confusing and the list of hardware on them indicates I am missing some. No matter since I made my own install setup.
At this point I think I just want to return it....
Still no return call from Andy. Sent an email to Thayer on Friday, late in the day, mentioning no return call - yet but I will continue to hope Andy does. No response to that email which also indicated that at this point I think I will just want to return it. No exchange for the correct one, just get this thing out of here. If I hear nothing by Friday I will dispute the entire charge with the bank. I am just not getting anywhere really at this point.
This stinks and I hope you get it resolved and they sort it out quickly. Side note: like the guy above, I was about to order one (for my D2) ... not happening now.
July 20th was my last message from Thayer which contained poor directions - which seemed to indicate I am missing install parts too as mentioned. On the 24th I responded with pics of the hardware I was sent as well as saying that since I am not hearing back from people I will probably just return it.
No response since then.
August 3rd, I gave them plenty of time to respond. Still no call from Andy. So I sent this:
No call back yet from Andy. Let me know how you want to arrange pick-up of the rack.
No response to that, also. So with no response via email, phone or FaceBook I initiated a charge dispute on my bank card. The bank said that it pretty much sounds like false advertising if what I say is true. Again, the pics on the page dont represent the product. Very cut and dry. So basically when you buy from them, you have no clue what you may get. Maybe the charge dispute will get a fire lit under their ***, but at this time I have ZERO interest in another rack from them, not even the one I wanted. I think they have 10 days to respond to the dispute? I dunno, not sure how all that stuff works since I never did it before. Will update.
Last edited by DakotaTravler; Aug 8, 2020 at 11:55 AM.
Looked at the Voyager site today, they did update it to now indicate off-road challenge versions of both normal and low profile. So thats pretty much an admittance they goofed up by having to adjust the site. Glad I have screen shots of it all before. It also confirms that what was show when I ordered was indeed a low profile rack - the same white LR3 is shown.
While you've been posting this, I've emailed Voyager multiple times to get info on their D2 racks, and never heard back once. (on simple questions like "can you confirm the sunroof opens or not" which is unclear on the site and in reviews). Also the D2 pics on the site are exactly same problem as LR3 racks, you can't for 100% certainty tell which rack is which. A point which you're making, and I thought maybe I was just dumb haha.
Side note rant: I own my own business too and no patience for this type of customer experience that you had as a paying customer, and I've had as a prospective customer. Especially with a market this small and a focused enthusiast community. Even if they're the nicest folks in the world, which they may be, you've got to be "on it" and they are not "on it". Sigh. I wish it were different as I appreciate the effort to keep making cool stuff for these Rovers.
Where is Voyager on these forums and why aren't they responding?
Sorry to hear that, but I am not surprised. Its sorta why my order ended up being web-based, they did not get back to me with a question I have and did not return calls. So I put the order in thinking, rather naively, they would at least call me once they had my cash.
I agree on the customer service end of things. Voyager is not a massive company as far as I know. Guessing 10 employees or less? All they need is ONE good sales person. Someone to call clients that place orders to see if they want extras? Literally an easy way to up a sale! As I said before, I would have tossed jerry can holders AND mesh flooring onto mine. Thats easily another $400! Or call clients just to confirm what is being ordered is correct. Or how about watching the tracking on orders and calling when its delivered to make sure all is well, that would be impressive!
I have yet to hear anything back at all from them. The claim I filed with my bank (Associated Bank, so not some small financial institute to mess with) on Friday. So today that makes it a week and they would have certainly received the claim info by now. Not sure if by mail or via some means though their own bank/processor. But like I said.... nothing at all at this time. Just want this rack picked-up by them, I am not even interested in getting the right rack anymore. I dont feel they would build it correctly, because when a company acts like this the trust is broken.
