Originally Posted by
handruin
This has not been my experience so far with Getyourwheels. I ordered a new set of wheels and tires close to 30 days ago and I've been having balance/vibration issues with them and the responses from Jason have been slow. The suggested resolution of the issue has been so far for me to pay out of pocket to get them all rebalanced and then send proof via pictures. If that doesn't help I have to consider direct warranty replacement with either Michelin and/or TSW if rebalancing does not resolve the issue (which it hasn't completely). The information being given back to me is that Jason "will see what he can do" to compensate me for paying out of pocket to get them rebalanced with no real assurance that I'll see anything. As far as service goes I've had to make the demand/request to get reimbursed rather than them owning up to making things right for a customer without me having to push them to do what I would consider is the right thing.
Their website says they road force balance their wheels/tires but I have picture proof of the hunter roadforce balancer at my local shop which shows three of the four having excessive road force and needing to be fixed and the forth was just out of balance. My shop also said one tire was not mounted properly and had to be remounted. I have a difficult time believing these were roadforce balanced before being sent to me. If they were, their attention to detail missed this in some oversight and it was easily noticeable with vibration/shaking while driving at 60MPH+. The other possibility is they have a much higher tolerance set for excessive roadforce on the machine. In all of my communications I haven't even seen anything that might suggest an apology for my dissatisfaction with the product even with me stating outright that I'm dissatisfied as a customer.
I would advise future buyers to read their rules and conditions very thoroughly before making a purchase and realize you may be on your own if you happen to be unlucky like I've been with balance or other issues. I was told as soon as you mount your new wheels they won't take them back because they're considered used even if they're defective or have issues like mine. Which of course these vibration issues can't be discovered until you actually use them. I had read lots of others post positive praise with this company and Jason prior to placing my order which is why I chose them. Now that I actually have an issue requiring support I'm not seeing the value of buying from this company. I've been respectful and professional throughout our conversations but I shouldn't have to work this hard at such an expensive purchase to make their product right with little followup and support to fix their defective product.
Hi Doug,
Sorry for the experience and inconveniences thus far, vibration issues are unfortunate but do happen occasionally. In order to get the problem resolved for you as quickly as possible, I recommend to try having the wheels rebalanced locally. Most cases with vibrations can usually be resolved quickly and easily with a rebalance, without having to spend weeks shipping the wheels back and forth. And I mentioned that if it came down to it, we'd help with the warranty procedure to get a replacement from TSW and the most common ways to get warranty replacement tires from Michelin, but first we needed to figure out what the problem was.
Its hard to say why the package was out of balance in the first place, we do use the latest Hunter road force balancer and rarely have issues. Occasionally I've have whole strips of weights fall off during shipping on some of the high gloss finishes, and unfortunately they had to go through a similar procedure to get reimbursed. Most people prefer it to get the problem resolved asap.
I asked if you could send a copy of the receipt for your rebalance so I could reimburse you for your costs, and said I had pre-approval to reimburse up to a certain amount automatically. Unfortunately your rebalance came out to almost double my pre-approval amount so I just said I needed to request approval first. I believe this is a somewhat standard procedure in this industry for reimbursements, sorry if it seemed unreasonable. I received the receipts on Monday, I submitted the request on Tuesday, and today is Wednesday, I'll follow up with this for you tomorrow morning and get this reimbursed ASAP.
I'll send you an email shortly and follow up with you tomorrow morning, sorry for the delay!
Best Regards,
Jason
guys! 
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