My experience with CBI

Well, after months of trying to decide on a front bumper, and coping with the idea of not being able to fit the truck in the garage, I came up with a brilliant idea of reaching out to CBI, asking if they could skip welding the hoop onto the bumper. Booyyy... was that a dumb idea.

It was roughly a 6-8 week process to get an answer to a question. After a phone call, a promise to get back to me in a day or so, then an e-mail, which was ignored, then another phone call, and another promise to get back to me in a day or so, then a comment on their YouTube channel, then another e-mail, I finally got an answer to my question. Again, this was over 6-8 weeks. I did my best not to be a pest, and give them plenty of time to get back to me. I felt I was pretty nice, but I'll let you be the judge; see the communication below:

YouTube comment:
"One of the best looking bumpers for '14-'21 Tundra. I would love to own one, but it is probably easier to get an answer to a question from the pope vs CBI. Great product. Disappointing customer service."

CBI's response to my YouTube comment:
"Thanks Paul... Glad you like the bumper. Let us know what we can help with as we would love to help you out with any bumper questions you have!"

My e-mail with a question after CBI's response:
"I am interested in purchasing the hybrid bumper for my '21 Tundra, but due to garage space constraints, I will likely have to remove the hoop (see red box). Would it be possible to have the bumper shipped with the hoop, but not welded on? It would save me cutting it off, should it not fit. If it does fit, I can weld it on myself.
Also, this is the fourth time I am inquiring about his since Thanksgiving.
Thank you.
Paul"

CBI's response to my e-mail:
" https://cbioffroadfab.com/product/toyota-tundra-classic-front-bumper-2014-2021/
This would be a better suggestion if you are afraid of the hoop not fitting in the garage. They don't do custom stuff on the bumpers and it would void the warranty trying to send it that way plus it could start to rust if not re powder coated if sent that way. Just a suggestion

Thanks,

CBI Offroad Customer Service Team

Thank you for being a loyal customer, As a small business we rely on online reviews to make sure you get the best service possible. With that said, We would love it if you would leave us a Google review."

Is it just me who sees a problem with the quality of their response and their customer service in general? Should I lower my expectations?

 

Idk I think that's probably just an employee doing the best he can with what he has to work with. Offered an alternative and explained their position. What I think is shady is not responding until it was public on YouTube, they were just hoping for some free good publicity at that point.

 

I think the response was pretty satisfactory, it just took too many tries to get it. If it's lack of poke from the front grille you're looking for, I'll toss the RCI Arapahoe bumper in the mix. If you want I can get a tape measure and get a number for you later today, but it's about as tight as it can be while still being able to hold a winch. And their customer service is excellent in my experience. It's not the hybrid look like you were looking for, but I think it's still pretty sweet.

 

Customer service is total shit.. that's all there is to it. I emailed a company about some outdoor lighting that I already purchased. I installed one set that was 100 feet long, extendable to 150 ft. 165 feet would have completed the project. I asked them if that extra 15 feet would be too much beyond their 150 foot limit power wise or if I would have to use the 2nd set along with a 2nd power supply. The response that I received was we sell these in 50, 100, 150, and 200 foot kits. I replied again with a copy and paste and asked them to re-read the request again. Never received a reply.

 

I get what you are saying, but I just expected something a bit more professional from CBI. I feel this e-mail was a bunch of poorly worded excuses as to why they can't, or don't want to do it, which is okay, as they can run their company however they wish.

This is how I took the responses:

"They don't do custom stuff on the bumpers" - who is "they"? I thought I was contacting CBI.

"it would void the warranty trying to send it that way" - wrap it up and secure on the pallet, as you do with all other bumpers.

"it could start to rust if not re powder coated if sent that way" - this just makes no sense as on their website they give you an option of shipping bare metal or powder coated.

I don't know, maybe they got me on a bad day, plus waiting for this kind of a response since Thanksgiving, likely, did not help.

 

Thank you for offering to measure this for me, very nice of you. I know that RCI will fit without any issues, but like you said, I am looking for the hybrid look. I was honestly debating on just cutting it off, but it would be much simpler and cleaner without welding it on to begin with.

 

Yep! Exactly what I am talking about. In your case, instead of researching the question, becoming more educated on the product, and providing an actual answer to the question, the individual took the easy way out. I think this is what bothers me about today's society.

 

Looks to me like they sent you a link for a version without the hoop. Yes or no?

Edit: I just noticed you want the hybrid version. Guess it doesn't have a no hoop option. Maybe they will eventually add it. Good luck!

 

I'd order it raw, cut it off and be on my way

 

I'd and did say piss on the garage parking! Too many restrictions!

 

Well, I get that is an option, but it makes zero sense, to me, for CBI to weld it on, so later I cut it off. Also, there is potential that the metal will not be perfect after grinding the weld spots.

 

A little body putty and sandpaper prior to coating can easily conceal damages to the parent material. That said, you're absolutely correct, it's total nonsense to begin with. Maybe try calling and asking to speak the GM or other high ranking employee such as the production foreman. Good luck!

 

Sucks to hear, it’s like going to McDonald’s and ordering a Number 1 with no cheese. I just messed up everyone work flow and they don’t know what to do. I don’t see a why CBI couldn’t just send you a bumper with no hoop.

 

If someone was telling you how to make / sell your product you probably wouldn’t care how they felt either. Buy it or don’t - I don’t see the need to complain about them not making you a custom fabricated order for a run of the mill price.