Michelin Customer Service

[otis24]

I work at a small Ford dealership. We sold a set of Michelin tires to an Ambulance service that does all of their work with us. One of the tires would consistently leak. We cleaned the rim and remounted the tire to no avail. The tire was replaced at approximately 19k miles.

I called Michelin for the warranty. Guy said someone would call me back right away. After two days, I called again. He gave me the number of the rep in my area. Several calls and voice mails later (about two weeks), I call Michelin again. They say the rep moved to a different area. I am given the name of another rep. After a couple of weeks of calls and voice mails, he calls and says he takes care of tractor tires, not truck tires. Gives me the name of another rep. I call and leave voice mails. After several days, he calls back and I email him the details. After a week of not hearing nothing, i call my Ford rep. He gives me the contact info for another Michelin rep that we have the "in" with. Still no contact.Five weeks have gone by trying to get a warranty. We chagred the customer for the replacement tire and told them we would refund the price if the tire was covered under warranty. I am very disappointed in Michelin. I regret that I just bought Michelin tires for my own personal vehicle. If this is the kind of customer service they hvave, FORGET Michelin!

 

[Kruse]

Originally Posted By: otis24
We chagred the customer for the replacement tire and told them we would refund the price if the tire was covered under warranty.


I'm well aware of big companies forgetting about the small customer. I very seldom get the return phone call that was promised to me. It happened again about two days ago with a local auto parts store who promised give me a return call. I didn't get the call so I ordered the part form RockAuto, although the guy behind the counter making $8.50/hr really couldn't care less.
Since you were "forgotten" by Michelin, my advice would be to call the customer and tell him exactly what you went through and again tell him why you had to charge him for the tire. Otherwise the customer will think that you simply forgot about him. JMO.

 

[bdcardinal]

All the tire companies seem to be like that with dealers. We have a claim that is 4 months old with Pirelli for a defective tire on a new vehicle. They had us send the tire in to inspect 3 months ago, they got it, but are still making a decision.

 

[Obos]

Yes I had the same problem with Michelin.

Strangely the Chinese tire manufacturers have the best customer service.

 

[The Critic]

I've had one warranty claim with Michelin and it was handled with 15 minutes on the phone. They covered my tire exchange towards a different model 100% even after 15k on the set of tires.

 

[SteveSRT8]

I buy an AVERAGE of 16 Michelins a year from various sources online and in town at the local stores.

In many, many years I have had exactly ONE defective tire and it was instantly replaced. No delay, and my mounting, etc., was also refunded.

Our experience with Michelin is at the top of the ladder in every respect.

 

[otis24]

Glad that some of you were able to receive good customer service. I am hopeful that my experience with Michelin is not the norm for this company. I should not have to talk to fifty people nor wait five weeks for someone to get back to me on a tire warranty.

Starting Monday, I will call Michelin every day until the issue is resolved. I went to Michelin's web site and did not see an area to respond to cutomer service concerns. Perhaps it is that way by design.

 

[SteveSRT8]

I would step right up and call it a deplorable example of customer support! I can't help but think this seems too common these days.

Good luck. I feel if you can only reach the correct person your issue will be solved. But I do wish big companies gave real customer service to ALL their clients.

 

[otis24]

It took two months, but after persistent calling and pestering the folks at Michelin, an area rep showed up to evaluate the tire and request a refund.

 

[HTSS_TR]

Originally Posted By: bdcardinal
All the tire companies seem to be like that with dealers. We have a claim that is 4 months old with Pirelli for a defective tire on a new vehicle. They had us send the tire in to inspect 3 months ago, they got it, but are still making a decision.

Tire companies don't want to mess around with big tire chains such as Discount Tire, Tire Rack ... Those chains probably buying thousands tires a months, much more than individual car dealer.