Yeah, you know, when I spend over $3000 USD on new suspension, I kinda/sorta expect it to work. And for the company to give a damn about their customers. I guess that's whining - silly old me.
Maybe if I had a dozen other vehicles, zero daily need for a truck, and endless free time to waste on this ordeal, it would be less of a big deal. As it happens, being without a vehicle is a huge damn problem, and why I was willing to drive six-seven hours (on my own dime) roundtrip to a shop to get this sorted in a day rather than two weeks.
Earlier this year, a five month old, $500 electronic device froze up on me. I called the company, explained the problem, and within five minutes they had a replacement device in the mail to me (overnight to Canada, I might add), and an email for how to temporarily fix (and thus continue to use) the device I already had. I had never spoken to this company before, and was/am nothing more than one consumer out of tens of thousands, and they didn't even ask for the original device back. This company cares about their clients.
Just a few weeks ago I ordered a Partner Steel stove through Element Outfitters, and sent a few requests to the manufacturer. Both the manufacturer and Element Outfitters promptly answered every email and addressed every concern I had. Two companies that care about their clients.
A few years ago I needed a custom cover made for the trunk area of my SUV. I called a company that made such things (for other vehicles), explained what I needed, sent them a few photos and diagrams with measurements, and had a perfect, custom made cover in my hands two weeks later, for the same price as all of their existing products. Again, a company that cares.
These are all examples of companies that went above and beyond what they had to do, without being asked to do so, for a customer that spent 6x-10x less $$ with them than what I paid ICON. These are companies that continue to not only get my business, but my recommendations any time I have the opportunity to talk about them.
ICON on the other hand - two weeks wasted without a vehicle, two weeks of endless frustration dealing with people who don't give the slightest crap about you. And again, when I spoke to them on Friday, I specifically asked for a call or email this Monday once they did what they were supposed to do. Again, the guy agreed and said he'd get in touch, and again, nothing - not a peep. That's close to a dozen times now. Empty promises, excuses, run-arounds. That's not how professionals handle business. That's not customer service. And that's why I'll never again purchase or recommend ICON.