Update by user Jun 05
The issue has been resolved to my satisfaction. To be fair, a misunderstanding on my part contributed significantly to my frustration.
Original review posted by user May 31
custom cover purchased in 2015. Became waterlogged last winter.
Also stitching is falling apart. I believed there is a 7 year warranty. I wrote to TCG and sent in the required form with pictures. That was on April 4, 2019.
I received a robot reply email stating that "due to high volume...." they would get back to me in 5 business days. On May 8, 2019 I wrote again to the "TCG Warranty" only to get the exact same robot email. To date I have received no communication from the company. I have also called and left messages with my email address and phone number, because no one ever answers the phone.
No reply. I had a similar experience a year ago when I had to replace a piece of the cover lifter that I had purchased from them.
It took months, and most of that time was trying to get them to respond. How can they stay in business???
Product or Service Mentioned: The Cover Guy Customer Care.
Reason of review: Poor customer service.
Preferred solution: Let the company propose a solution.
The Cover Guy Cons: No customer service, Warenty the way they handeled the situation, Customer service.