Your customer service department has been unable to properly respond to my request for help in regards to a set of tires that are not performing as expected or advertised, and I need your help to resolve the situation. In April I made my initial call to your customer service department in regards to an issue with very short wear life in a set of Goodrich Long Trail tires on a 2005 Nissan Xterra, as this vehicle had at that time 25,000 miles and I had already experienced one highway blowout and was told by a dealer at that time (keep in mind while looking at the excessive wear on the remaining tires) that I "must have run something over".
In any event I called your customer service department, who were very interested and asked me to take the vehicle in to Big O tires locally and all they needed to do was inspect the tires and call back to Goodrich with the measurements. Sounds simple--but after spending two hours there (until they had time for an inspection), they did the measurements, agreed the mileage was poor but refused to call Goodrich. The only consolation I got from this dealer was a shrug and the statement "sometimes you just get a bad set of tires" (and I am quoting this statement).
When I called your service center back about this, there were the usual apologies and I was given a list of other dealers I could see about this. I at this point took time from work (5 hours total) to visit each of these dealers only to get a similar response and an agreement that these tires are certainly wearing out fast--but absolutely no effort to correct the problem.
This of course prompted another phone call to your service center (keep in mind, I have been repeatedly told by Goodrich that I should expect 50,000 miles on these tires). Now that I am both angry and upset by this apparent run around (and now that this has already cost me price of two of these tires in lost work time plus the one I had to buy after the blowout), I am transferred to what seems to be another level of customer care where I am again placated and told "drive these tires until you wear up all usable tread and call us back and then we'll talk about it--perhaps we can recommend a better tire."
I have just (within the last hour) spoken to another of your representatives and of all surprises, apologizes for the run around treatment and guess what--he wants me to take the car in to a dealer and have them check the wear and contact you. I would guess that if you had bothered to read this all, you be now see a pattern that I have become all too familiar with and I am not about to get the same treatment again.
As a follow up to this I have received a call from Mr "Eddie" ** who assures me that "there is no one above him" (this is after 3 requests to speak to a supervisor)...yeah right, he signs his own checks I'm sure. In any event I was given an offer of 40% for my tires...all I need to do is go buy a new set (of Goodrich or Michelin) and send them the receipt and they will refund the 40%. I asked Mr. ** (Eddie) to put this into writing and the answer was an adamant NO! "We are not in the business of writing letters."
After all of this, does anyone think I would trust them to honor this? Don't buy from these companies as it became painfully obvious that no matter what they advertise or say, they will find a way out of honoring any offer. I have been outright lied to and treated like dirt by the customer service representatives and the dealers who represent these tires.