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Discussion Starter #1
So last April I buy a brand new set of the Terra Grapplers for my 2011 Duramax. They get installed and suddenly I have a vibration. I take them back and they rotate and balance again and it gets better but doesn't go away. As I drive it gets worse again after 200 miles.

I take them back to Sams Club where I get free balancing, they balance and "spin match" the tires to the rims. IT is better, but gets worse again after a few hundred miles.

Now I take them back to the tire shop. The insist the vibration is not related to the tires because you can put the truck in neutral (at 50-60-70mph) and the vibration lessons or goes away. Makes sense, so then I leave town for 90 days and when I come back I take it to the dealer. The tell me the tires are bad and give me some report with charts and graphs called "Road Force" that shows the tires are bad.

Back to the guy who sold them to me who says no problem, I will warranty them up. 3 of the 4 tires are almost DOUBLE the alotted road pressure.

I call Nitto and they tell me that I have to pay for the tread I used if it is over 1/32nds of use. WTF ?

You sell me crap tires and I spend hours and hours of my time chasing the problem and days without my truck (8 now and counting) and you want to prorate the crap tires you sold me?

IT gets worse....

I get the three new tires, I pay $110 in proration fees and I have the EXACT SAME VIBRATION.

So back to the GMC dealer - pay another $35, do without my truck for another day, dealer tells me that 2 of the 3 tires replace are bad. 1 of them is 55lb of road force and 15lbs is the max.

NOW what, I wait another week to go through the warrany process?

This is absolutely ridiculous

Nitto acts like this is all fine.
Like doing without my truck is normal.
And proration fees should be ok when you sell me crap tires.

NEVER again. This company sucks.
 

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Discussion Starter #2
Several days later and Nitto is still trying to figure out what to do. Positively ridiculous if you ask me.
 

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Just curious, has the tire shop you bought them from offering any assistance for you in this matter to put pressure on Nitto??? :think:
 

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Discussion Starter #4
Steve,

Yes, they have, but they are stuck talking with their ditributor who says they "will contact Nitto" and that whole process each time takes 3-4 days. And the response that the tire dealer gets is from what I can tell, a quote from the written policy. I spoke with Nitto directly and they even quoted all the same policies. Which are total crap. Why would a manu with proof from the non-installing dealer (and a GMC dealer) limit the exchange of tires to only two tire at a time when I have three bad tires.

Also, now i am going to end up with 3 new tires and 1 tire at 14/32nds, 2 32nds warn more than all the rest. And my truck is pulling in the front now because of this.

Am I supposed to get it aligned to compensate for the worn front right tire?
 

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Yes, your experience with them sucks. As for the tread depth difference, put the worn tire on the driver's rear. When you rotate in 5k miles, it will now match the right rear.

Personally, I'd have the tire seller buy back all 4, and reimburse for the road force costs. But, then again, I buy $3-8k worth of tires a year, and my tire sellers have road force balance machines.
 

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Discussion Starter #6
I am asking Nitto to pay for previous road force charges plus give me back the proration fees plus pay the dealer (gmc dealer) to put the replacement tires on AND road force test them and asking them to replace the front right worn one as well.

I have a 2011 with 44k miles on it. This is first set of tires for this truck. I normally go to Sam's Clu and buy BFGs and put them on the truck with no worries or problems. I have done that on the last several trucks (Florida and Alaska) and never had a problem.

I wanted to try something new - and boy is this new and uncomfortable.

I am hoping for an answer today from them.
 

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Discussion Starter #7
So 13 days ago I was hopeful that this mess would be cleaned up by Nitto. Disappointed again. Here is what has transpired.

NOTHING

Nitto is waiting on paperwork from the distributor to confirm the "proration amount" I was charged.

Nitto is waiting on paperwork from the installing dealer on what I was charged for the labor to uninstall and reinstall the second set of tires.

Nitto is trying to figure out how to pay the GMC dealer for putting new tires on my truck because the GMC dealer has a policy of not releasing a vehicle until it is paid for.

Meanwhile, I am riding around town with a serious vibration in the rear of my truck because I am on the second set of bad tires brand new out of the box.

FOLKS don't buy Nitto - if there is any problem, you have a BIG BIG problem where you get to waste hours and hours convincing them to do the right thing.

Horrible experience to say the least.
 

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To me the problem is just as much where you got the tire as Nitto. They should be doing more for you then they are.


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Blaming Nitto for waiting for paperwork they have no control over acquiring is a bit of a stretch. Blaming them for the tires is one thing - they have control over that. Blaming them for something they have no control over is wrong.
 

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in todays world paperwork can travel at the speed of light if both parties want it to.
 

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Discussion Starter #11
Dozerboy the problem is the Nitto policies for when this occurs. At first I thought the selling dealer was being a jerk - but then I called Nitto myself and they confirmed they are the ones dictating the process.

Why a manu would only allow a dealer and a distributor to exchange/warranty two tires at a time is beyond me.

Why a manu would require a dealer send the tires to a distributor who then measures and issues a refund ONLY after the tire is sent to the manu is also beyond me.

The selling dealer was pushing as hard as they could but was unwilling to take the risk to go outside the warranty process. I got Nitto involved hoping to push the manu into going outside of policy. Unfortunately, they are standing by their policy.
 

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Discussion Starter #12
Tom S. I am not blaming them on waiting on paperwork, I am blaming them on requiring the paperwork before the customer can be made whole.

They are wanting documentation on the "adjustment" that was made from the distributor to the dealer. They already have that information, they set up the policies and the procedures that dictate exactly what the adjustment was to be.

And what does this have to do with getting me good and reliable tires on my truck? Could they not send out some tires and a check to the GMC dealer weeks ago and say "put them on his truck".

Why would Nitto penalize the customer for bad tires it sold the distributor (multiple tires, multiplle times) who then sold them to a dealer.

Why would Nitto require such B.S. paperwork be submitted before making the customer whole?

Why not make the customer whole - and then get with your distribution chain to find out what happened? After all, it is THEIR distribution network, not mine, right?
 

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in todays world paperwork can travel at the speed of light if both parties want it to.
Agreed - but the operative there is both parties. Obviously Nitto wants it, so that means the other party is the problem.
 

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Discussion Starter #14
Tom S. and Dozerboy,

I think that you are missing the point. The procedure outlined by Nitto and its distribution chain are problematic for the end user.

Why would Nitto require that a max of two tires can be warrantied out at a time?
Why would nitto require that a distributor measure and prorate a refund on tires if they are more than 1/32nd of use?
Why would Nitto not apply great pressure to a distributor or dealer to get "said" paperwork ASAP (at the speed of light) when that paperwork was holding up the end user from getting his due warranty?

I am going to subscribe to you that Nitto WANTS the process to cumbersomb in order to avoid paying warranty claims. If you stand behind your product and the end user has provided you with a written report on the tires from an independant reputable source wouldn't you move heaven and earth to make the situtaion right and to make the end user whole as quickly as possible?

If you were Nitto would you let 16-17 calendar days go by and when the end user calls simply say "we are waiting on paperwork from our distributor". Paperwork that was created as part of the process outlined by Nitto themselves?

This is not good business for Nitto.
This is not good business for the end Dealer. Do you think he will sell Nitto tires again without remembering this situation?
Do you think the distributor could be made to provide that paperwork at the speed of light if Nitto wanted them to?
 

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Tom S. and Dozerboy,
Do you think the distributor could be made to provide that paperwork at the speed of light if Nitto wanted them to?
Nope, I don't. Sure Nitto could threaten to take their franchise away, but how many other brands does that dealer sell, and would they really miss selling Nitto. In the case of a large tire chain, could Nitto afford to lose their sales?

If it were me, and Nitto was telling me they hadn't received the proper documentation from the seller, I'd be at the seller asking why.
 

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Discussion Starter #16
Tom S. the seller is not the problem at all. The seller returned the tires to the Distributor. The distributor measures the tires and accepts the warranty form from the seller. Then they issue a credit in accordance with the Nitto policy. All of this was done. I saw the credit receipt from the distributor to the seller.

The problem now is that Nitto was requiring a copy of the paperwork from the distributor showing the amount of the "proration" charge. More than a week went by and the distributor had not provided that. I asked the seller if I could share the docs he shared with me directly with Nitto, he said no problem. So I did. Then I am told that they mustt come from the distributor that I could (or seller could) be providing fakes or forged docs.

What a total croc.

Fast forward now and I was told last week that the distributor received a credit for the "proration" charges and I should get a check from the seller. I ask the seller, he has seen nothing. He asks distributor they have seen nothing. I ask Nitto for proof the credit was issued, they won't provide it. Funny how they demand paperwork but won't give it.

And here we are now three weeks later. Nothing is resolved. My money is floating in no mans' land and I still have bad tires.

I am pretty sure this dealer will never sell Nitto tires again. If I choose to file in small claims court, I will have to name the seller, the distributor and the manu. Think the distributor would sell Nittos again?

Why would Nitto tank their brand so hard when they have already admitted they are at fault. Why play these games to ultimately pay anyways?

Horrible management at Nitto.
 

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We are telling you it ain't just Nitto holding you up it's all 3 of them. I'm not saying Nitto didn't give you a bunch of crap tires and you continue to use there tires neither. I sure wouldn't use there tires again.

My experience with tire shops/brands is the same as Heymccall. It sounds like to me you have a tire seller and the distributer that aren't familiar with Nittos policies and they are dragging their feet intern screwing you but I could be wrong.


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Discussion Starter #18
Just thought I would update you all on the continuing saga.....


It is now nearly 4 months later and still not much is resolved. I put four tires on the truck, then three tires, then two tires, then two tires then two tires and still no resolution. The dealer (GMC) tests each tire on the roadforce and rejects anything that is not passed by road force. So far, it seems that better than 50% of the tires are bad.

I talked frankly with the guy I bought them from. He says he actually sells a lot of these tires but has never had this problem - or not this bad. He said most his customers are not putting them on newer late model trucks and probably not as picky as me. He was not blaming me, he plainly said it it was him, he would be complaining too.

I did receive a check from Nitto in January for the refund of 2 of 4 trips to the dealer. I have not been charged additional pro-ration charges, but I I have not gotten back the origina proration charges either. Nitto says they issued it to the distributor, tire dealer says he has not received any credit. Nitto refuses to provide me with any written proof they provided the refund, so I have no way to test the distributor or dealer.

And I still have a vibration in the rear at 60-65 and it gets worse on hard acceleration.

The tire dealer was kind enough to do some testing. Mounted bad tires on different rims to verify it was not my rims. Next moved them from front to back and the vibration follwed. So I am convinced at this point that Quality Control sucks at Nitto.

Of the guys who have bought tires, I wonder just how many of you have them roadforce tested. Or if it is common place to have 3-4-5 ounces of weights to trick the truck into driving without vibration?

OR are many running aftermarket rims and not stock rims.

In any case, I have spent countless hours arguing with Nitto, waiting at GMC dealer, back to tire shop. Basically I am over it. But so far not willing to pony up another G to replace them with something else.

So there you have it. Buy at your own risk.
 
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