Tire Rack Road Hazzard Protection

BriMc · 12-08-2010, 07:37 AM

I hope Tire Rack will reconsider this policy change because its penny wise and pound foolish.

I''ve bought 3 sets of tires from them this year with no problems, they've saved me money and everything has been smooth. Overall I've been very happy with them.

I bought a set of Conti DWS about a month ago. They came with 1 year or 2/32 road hazard protection. I didn't read the fine print on that protection, but who does. I hit a pothole Monday, it put a hole in my sidewall on one of my back tires. I called up TR, they are sending me a new one right away, which is great. The problem is, in order to get the purchase price of that credited back to my account, I have to send back the damaged tire, at my own cost and effort. This is not how they used to do it, they used to just send a prepaid return label and when the new tire came, UPS took the old one.

So when I bought my tires, I assumed I was covered in an event like this. I assumed wrong. Sure I'll get a 207 dollar tire at no cost, but I have to pay for shipping of the new tire (17 which I expected, and was fine with), and I have to spend at least an hour of my time taking the damaged tire to UPS and shipping it back to them, my time plus the cost of that shipping is at least another 100. Add the cost of the rental car while waiting a day for the tire (64), and the install, (25) and I'm at the point where it would have been only slightly more expensive (245 installed) and much much less of a hassle to just have bought a tire myself at a place that stocks them and been done with it.

Tire Rack, I've been very happy to use you 3 times this year, and I got to the point where I just assumed you had your customer's best interest in mind, and I stopped even looking elsewhere, and recommended you to anyone who would listen, this fine print gotcha policy will definitely change that. Is losing that good will from your customers it really worth it to save the 10 bucks or whatever UPS charges you for a prepaid return?

BriMc · 12-08-2010, 09:40 AM

I got some clarification from tire rack I can also have any conti dealer handle the road hazzard return. Luckily the installer I'm using is a conti dealer.

The reason for all this is this is that the road hazzard warranty is thru conti not TR.

I wish someone had explained that in the first place!

MKR_DmD · 12-08-2010, 09:48 AM

That is why I never buy from Tire Rack because the road Haz warranty sucks. I just buy it local and they match Tire Rack prices.

Gary@TireRack · 12-08-2010, 10:11 AM

I'm sorry to hear about your experience.

The Tire Rack Road Hazard policy that you would purchase from us does indeed reimburse for UPS ground shipping on the new tire, and does *not* require that you send the old tire back.

I think you're may be referring to the free Road Hazard that Continental provides with their tires at no charge. Unfortunately Continental's no charge road hazard does not reimburse for shipping costs. I agree that the web site should be more implicit about how the no charge Continental Road Hazard policy works. The PDF (page 7 of the warranty booklet), http://www.tirerack.com/images/pdf/warranty/CONTI1.pdf explains about the other costs, but does not mention shipping costs. Perhaps we can get Continental to add that clause into their warranty.

BriMc · 12-08-2010, 12:36 PM

Thanks for the response Gary. I wound up just driving it over to UPS and paying to send it back. The tire shop was on the phone with his distributer, and they were worried that if they did the return the Warranty claim would be denied because they didn't sell me the tire, Tire Rack did. I didn't want to risk it so I just bit the bullet and sent it back myself.

The shop, Tires on the Circle in Ocean, NJ was really helpful, and they even comped me the install and balancing since I was getting the runaround. I recommend them highly if you are in the area.

I agree, Conti should be more specific in their warranty brochure, and I'll probably give them a call to suggest that when I get a chance.

bogeygolf · 01-13-2011, 05:04 PM

If you replace the tire elsewhere (due to not having a spare to drive on whilie the tire is off the car) can you receive a credit from Tire Rack to be put towards a future continental tire of your choosing?
Thanks.

Gary@TireRack · 01-14-2011, 08:05 AM

Quote:

Originally Posted by bogeygolf

If you replace the tire elsewhere (due to not having a spare to drive on whilie the tire is off the car) can you receive a credit from Tire Rack to be put towards a future continental tire of your choosing?
Thanks.

The road hazard company mails you a check for reimbursement after the claim is approved. It does not matter where you got the tire inspected or what you do with the check.

12-08-2010, 07:37 AM	#1
BriMc Private 5 Rep 66 Posts Drives: E92 328xi Join Date: Jun 2010 Location: Jersey iTrader: (0)	Tire Rack Road Hazzard Protection - Read the Fine Print! I hope Tire Rack will reconsider this policy change because its penny wise and pound foolish. I''ve bought 3 sets of tires from them this year with no problems, they've saved me money and everything has been smooth. Overall I've been very happy with them. I bought a set of Conti DWS about a month ago. They came with 1 year or 2/32 road hazard protection. I didn't read the fine print on that protection, but who does. I hit a pothole Monday, it put a hole in my sidewall on one of my back tires. I called up TR, they are sending me a new one right away, which is great. The problem is, in order to get the purchase price of that credited back to my account, I have to send back the damaged tire, at my own cost and effort. This is not how they used to do it, they used to just send a prepaid return label and when the new tire came, UPS took the old one. So when I bought my tires, I assumed I was covered in an event like this. I assumed wrong. Sure I'll get a 207 dollar tire at no cost, but I have to pay for shipping of the new tire (17 which I expected, and was fine with), and I have to spend at least an hour of my time taking the damaged tire to UPS and shipping it back to them, my time plus the cost of that shipping is at least another 100. Add the cost of the rental car while waiting a day for the tire (64), and the install, (25) and I'm at the point where it would have been only slightly more expensive (245 installed) and much much less of a hassle to just have bought a tire myself at a place that stocks them and been done with it. Tire Rack, I've been very happy to use you 3 times this year, and I got to the point where I just assumed you had your customer's best interest in mind, and I stopped even looking elsewhere, and recommended you to anyone who would listen, this fine print gotcha policy will definitely change that. Is losing that good will from your customers it really worth it to save the 10 bucks or whatever UPS charges you for a prepaid return?
	Appreciate 0 Tweet Quote

12-08-2010, 09:40 AM	#2
BriMc Private 5 Rep 66 Posts Drives: E92 328xi Join Date: Jun 2010 Location: Jersey iTrader: (0)	I got some clarification from tire rack I can also have any conti dealer handle the road hazzard return. Luckily the installer I'm using is a conti dealer. The reason for all this is this is that the road hazzard warranty is thru conti not TR. I wish someone had explained that in the first place!
	Appreciate 0 Quote

12-08-2010, 09:48 AM	#3
MKR_DmD Lieutenant 6 Rep 494 Posts Drives: 16 Jeep Cherokee Join Date: May 2010 Location: Germany iTrader: (3)	That is why I never buy from Tire Rack because the road Haz warranty sucks. I just buy it local and they match Tire Rack prices.
	Appreciate 0 Quote

12-08-2010, 10:11 AM	#4
Gary@TireRack Moderator 372 Rep 4,742 Posts Drives: Formerly 1995 M3 Join Date: Oct 2006 Location: South Bend, IN, Tire Rack HQ iTrader: (2)	I'm sorry to hear about your experience. The Tire Rack Road Hazard policy that you would purchase from us does indeed reimburse for UPS ground shipping on the new tire, and does not require that you send the old tire back. I think you're may be referring to the free Road Hazard that Continental provides with their tires at no charge. Unfortunately Continental's no charge road hazard does not reimburse for shipping costs. I agree that the web site should be more implicit about how the no charge Continental Road Hazard policy works. The PDF (page 7 of the warranty booklet), http://www.tirerack.com/images/pdf/warranty/CONTI1.pdf explains about the other costs, but does not mention shipping costs. Perhaps we can get Continental to add that clause into their warranty. __________________ Gary. Tire and Wheel Forum Moderator. Tire Rack Sales Rep Gary@Tirerack.com http://www.tirerack.com/a.jsp?a=AH8&url=index.jsp Please refer to 'Gary/E90 Post' as your previous contact when you order online to help support this forum.
	Appreciate 0 Quote

12-08-2010, 12:36 PM	#5
BriMc Private 5 Rep 66 Posts Drives: E92 328xi Join Date: Jun 2010 Location: Jersey iTrader: (0)	Thanks for the response Gary. I wound up just driving it over to UPS and paying to send it back. The tire shop was on the phone with his distributer, and they were worried that if they did the return the Warranty claim would be denied because they didn't sell me the tire, Tire Rack did. I didn't want to risk it so I just bit the bullet and sent it back myself. The shop, Tires on the Circle in Ocean, NJ was really helpful, and they even comped me the install and balancing since I was getting the runaround. I recommend them highly if you are in the area. I agree, Conti should be more specific in their warranty brochure, and I'll probably give them a call to suggest that when I get a chance.
	Appreciate 0 Quote

01-13-2011, 05:04 PM	#6
bogeygolf Enlisted Member 0 Rep 34 Posts Drives: 335i cpe Join Date: Nov 2008 Location: Houston iTrader: (0)	Question If you replace the tire elsewhere (due to not having a spare to drive on whilie the tire is off the car) can you receive a credit from Tire Rack to be put towards a future continental tire of your choosing? Thanks.
	Appreciate 0 Quote