Has anybody else had trouble dealing with In-line industries?
Do they not answer the phone, even though you call during their published business hours of 8am and 3PM Eastern time?
Did they ship the wrong parts?
Did they not return your phone calls or emails when you called to tell them the order was messed up?
When after many calls a human finally answers, were they borderline rude and not seem to give a darn that they messed up your order?
Did they treat you like it was YOUR fault that they screwed up your order?
Did they hang up on you before they would answer your question about whether they were going to pay for the shipping of the correct part and return shipping on the wrong part?
The above has been my experience over the last 5 weeks. I don't know if it is typical, or if perhaps I just caught them at a bad time.
I ordered a PALS kit and two identical machined pulleys. The order was shipped with an incorrect pulley. I've been trying for 10 days to get that corrected but they don't answer the phone when I call. Nor do they return emails.
This morning I finally got through and hopefully the correct pulley will be shipped next week. Add 4 or 5 days for shipping, and it will probably be the following week before it gets here.
They are a small business, travel to a lot of shows, etc and I don't expect them to drop everything and work on my small order. But when an order does get messed up, I DO expect them to at least return my phone calls asking how to proceed with an improperly-fulfilled order.
My advice, if you want to buy In-line products, is to see if you can find them from another vendor.
If you do choose to buy from In-line, place the order by phone. And don't expect delivery in less than four weeks, and if the order gets screwed up don't expect the folks at In-line to give a darn.
The PALS kit that I ordered is nicely made and I highly recommend it -- but if possible buy it from another source. In-line's order fullfillment and customer service is the worst I've seen in decades.
Fortunately, this was just a small order and in the grand scheme of things it isn't a huge deal that it took so long to get corrected.
I'm hoping that my experience is the exception rather than the rule.
-Tom H.