Thule Customer Service Issues

Hello, I purchased a Thule hard cover for my MacBook Air approximately 6 months ago. The UPC code is 01/14/p [redacted]78. I am experiencing an issue where the bottom part where the back and front cover are glued together has come apart. Consequently, my MacBook fell through the cover and onto the floor. I have been a loyal Thule customer with several Thule products, and this is the first time I have encountered a failure like this. I believe the glue used may not be of good quality. I am reaching out to see if there is anything that can be done, and I would greatly appreciate a replacement if possible. Let me know if you require a picture. Thank you. Santosh A.

While driving back from my vacation, I experienced a frightening incident involving my Thule roof rack system and kayaks. One of the carrier bases broke, causing one kayak to collide with the other. The weight then caused the entire rack to detach, scattering kayaks and rack parts on the highway. The damage to my truck is extensive, including bent door frames, gouges, dents, and scratches. I have always trusted Thule products and diligently checked their security before trips. Given this unexpected situation, I believe the entire roof system should be replaced, as I am uncertain about the condition of the remaining parts. Additionally, I seek compensation for the time and expenses incurred due to this incident.

I have installed the Thule 480R, Kit1522, and Aeroblade correctly on my [redacted] Chevy Silverado Crew Cab. The front bar fits well, but the second bar is 31.5 inches from the front and 45.5 inches between the feet. The doors do not close properly and there is a 1/4 inch gap in the door jam. It seems like the Kit1522 brackets are positioned too high, causing the door top to hit at the bend instead of the flat part of the bracket. My truck frame and doors are in good condition with no history of accidents. How can I fix this issue, and why are the specifications not working correctly?

Hello, good morning. On 09/12/[redacted], I purchased a black Thule Accent Convertible Backpack in Costa Rica as a gift for my husband, who travels frequently for business. I have previously bought Thule items and have always been pleased with the quality. During his recent trip to London, I noticed a tear in the fabric near the zipper on the top section. Given the gentle use, I am concerned the tear may worsen over time. Living in Mexico City now, I am uncertain about the return process since I can't go back to the Costa Rican store. There are Thule outlets in Mexico City, and I wonder if they could assist with a replacement or if a new one could be sent to us in exchange for the damaged item. My husband has upcoming trips in early January, and it would be unfortunate for him to be without this product.

Hello, I bought a Thule tension rafter [redacted] on February 27, [redacted], for my caravan's Thule omnistor canopy. When I got home, it seemed to be missing a part at the end that attaches to the provided connector for the canopy. I contacted the caravan center the next day, and after some back and forth, they were not convinced a part was missing. I returned on March 1st, and after a conversation involving another customer, the offer to have a Thule sales representative inspect it was retracted. I left without a resolution. I am hoping to schedule an appointment with a Thule sales rep to determine if the missing part issue. My name is Pearl Faulkner, and you can reach me at [redacted]4. Thank you. Pearl.

On Wednesday, February 27, [redacted], at Newport Caravan Centre in South East Wales, I purchased a Thule Tension Rafter G2 for my Thule Omnistor Canopy [redacted]. However, the tension arm guard does not fit on either end of the rafter bar. I called on Thursday, and the older saleswoman who sold it to me insisted there was no issue with the rafter kit. I was not satisfied and decided to visit the store the next day, Friday. When I spoke to a different young female assistant, she was unsure if a part was missing or if the tension arm guard was incorrect. Despite my agreement to leave it for the Thule sales representative to inspect, the situation changed once the older saleswoman intervened, claiming everything was fine. A male customer then pointed out a missing spring pin in his similar rafter, but the older saleswoman dismissed him and withdrew the offer for the Thule representative to review the rafter. I request a Thule representative to meet me in Oakdale, Blackwood NP12 0NL to address the issue with the tension rafter promptly.

I am having trouble creating an online account on Thule.com as I did not receive the activation email needed to log in and complete my purchase. Could you please resend the activation email to get this sorted out? I am interested in purchasing roof bars and a box for my [redacted] Subaru Outback. Using the "fit my car" feature on the website gave me unclear results. Could you confirm if the following items are compatible with my Subaru Outback with only the factory base rails: -Thule WingBar Evo [redacted] (Model number:[redacted]) -Thule Rapid Crossroad Foot Pack (Model number:450R) -Thule Motion XT L (Model number:6297B) I really like the Thule Motion XT L for my Subaru, but I want to be sure it fits correctly before making the purchase. Thank you for your assistance. Best regards, J. G.

I initiated my order on April 1 for replacement keys for my roof rack by sending a picture of my lock barrels and proceeding with a phone order on April 2. After not receiving any updates by April 16, I reached out to the original customer service representative via email. She provided me with a tracking number that Canada Post had no record of. Despite assurances of a follow-up, I did not hear back. Following up on April 25, a different representative informed me that my order was scheduled for delivery on May 1, which was too late for my needs. Promises were made to expedite the delivery for April 26, but as of today, April 29, I have not received it. The original CSR eventually emailed to say my order was lost. Subsequent communications revealed the keys were no longer available. It's evident there is a disconnect between the warehouse and the Ordering Department. The back and forth has been frustrating and unproductive, leading me to cancel my order as I simply wanted to remove my roof rack before scrapping the car, with all time constraints clearly communicated.

My Thule EZ fold rack has an aluminum ramp that is poorly designed, resulting in one of the hooks breaking off. The new EZ fold rack features a redesigned ramp, but since my rack is a few years old, the only way to get the updated ramp design is by purchasing a new Thule rack, which I already spent $[redacted] on for my two-year-old one. It would be beneficial if Thule offered a retrofit for racks that are only two years old, considering they have acknowledged the previous design flaw in the ramp. Alternatively, they could provide a new rack to owners of the previous version with the design flaw, or offer some form of compensation for owners of the [redacted] Thule EZ fold rack with the problematic ramp design.

We purchased Hulavators for our kayaks to make transportation easier. One was bought in [redacted], and the other in [redacted]. However, we have had numerous incidents where one of them unclips at the top while driving on the highway, causing the kayak to flip up in the front. This has been scary and dangerous. We have taken them back to the dealer multiple times without a solution. Recently, one of the Hulavators flipped up, causing damage and placing others at risk on the road. No one was hurt, but the equipment was destroyed. We are seeking compensation from Thule for a new set of Hulavators with locks to prevent such incidents. The kayaks are fine, but the Hulavators and bars are now unusable. We believe Thule should take responsibility and support us by replacing this defective system. Despite Thule's claims of overloading, our use was within the weight limit, and we regularly checked the clamps, yet they still occasionally came unclipped.

I recently experienced an issue with my Thule Glide stroller. The metal bar that holds the material basket underneath broke after less than 1.5 years of use. I am unsure if this is something that can be repaired or if there is an option for a credit to upgrade to a new one. I must say I am quite surprised and disappointed by this as I have always heard great things about the durability of these products. It is disheartening that it broke after such a short period of time. I would appreciate a prompt response to see if we can find a resolution to this matter. Thank you.

I was on hold for 10 minutes waiting for technical support. When I finally reached someone and asked about a clip for my Thule bike rack, he requested a photo of the rack. After asking another question, he abruptly ended the call. I just need a clip to attach to the trunk. The clip that connects to the wire holding the top left side of the rack to my hatchback broke off. It attaches to a round metal ball at the end of the wire and is around 1 inch wide. I assume your clips are standard sizes. If I could purchase a replacement clip, I could insert the ball and reattach the rack properly instead of using a makeshift solution with a rope. I invested over $[redacted] in your rack, and I eagerly anticipate your assistance.

Dear Thule, I am Boris Fradkin, CEO of Life We Protect Ltd. in Israel. I purchased a roof rack for my car, but it failed during my first trip with cargo. I have developed a simple and affordable device to strengthen roof racks, suitable for all cars and rack models. This device, made of plastic, is patent pending worldwide. I am seeking a reputable company, such as yours, to market this invention. If interested, please respond promptly. Best regards, Boris Fradkin CEO, Life We Protect Ltd.

June 16, [redacted] Sent Certified Mail: Return Receipt Requested:____________________ Thule, Inc. 42 Silvermine Rd. Seymour CT. 06[redacted] Re: Order # 9YMH5SA and ERP order # [redacted] Dear Thule, I received the order on May 30, [redacted], which included four items. On June 1, $[redacted].09 was charged to my Visa. On June 3, I requested a return for one item (Thule Shield Pannier 25 L Pair, model #[redacted]). The Panniers were returned by me on June 3rd or 4th as advised by Thule. The Panniers were sent back to my address without explanation in a new box during the week of June 8. Despite reaching out via phone and email, I have not received a satisfactory response from Thule. I have decided to contest the charges on my Visa if the matter is not resolved by Monday, June 15. I intend to keep the other items, pay for them, and cover the shipping costs, but I am seeking credit for the returned Panniers. I hope to hear from Thule soon to address this issue promptly. Sincerely, Joseph Gray [redacted] Hall Ave Tifton, Ga. [redacted] [redacted] [redacted]

I bought a Thule Sidekick for an upcoming trip that cost over $[redacted]. Putting it together with my husband was challenging, as even though the clam shell seemed aligned, the locks would not engage. After spending another 3 hours adjusting the hinges, the locks still won't work. My son also tried to help but was unsuccessful. I couldn't find any useful resources like help articles or videos. I feel frustrated and disappointed that we're now going on our trip without the car top carrier. I chose Thule thinking it was the best, but now I have an expensive plastic clamshell I can't use. I would like assistance in assembling it correctly, but if that's not possible, I'd prefer a refund instead of returning the product. Jennifer Mahon

My order for the Thule Backup Box, [redacted], has been in Bristol, UK since 02/06/[redacted]. I contacted customer service this morning and was informed they would follow up with Dachser and email me. However, I have not yet received any updates. Dachser GB, responsible for delivery, confirmed to Thule on 09/06/[redacted] that they lost my order. Thule reissued the order, and I received an email yesterday stating that another box was on the way. However, according to Dachser's tracking, the box has not been picked up. Thule has offered a 10% refund for the inconvenience, but I am still waiting for my box. It seems the delivery company is causing delays. Update: As of Monday 14th June, 9:00 pm, tracking shows the package is still in Northampton.

Hello, I recently bought a Thule Standard Sport G2 Bicycle Carrier for my Swift caravan from Leisure Outlet in the UK. I ensured it was the correct carrier for my caravan by checking the sales page link. However, upon fitting it to the caravan's pre-installed rails, I found that in the first position, the handlebars of my bike touch the caravan's side before the bike is upright. This makes it impossible to secure the bike to the frame. Moving the bike to the middle position does not solve the issue as the holders do not reach the crossbar. The only solution seems to be to purchase the 3rd bike holding arm as an additional cost. Currently, the carrier is not meeting my needs. I would appreciate advice on how to address this problem. Thank you, Darren

I am in search of the correct kit for my Thule roof rack on a [redacted] BMW 328i sedan. I need the foot pack that supports the bars, specifically the upper sections where the bars attach. I already purchased an adapter kit that includes the roof fixture bolts but still need the necessary parts for the bars. I've returned two incorrect items already. Can anyone assist me in finding the right parts? The adapter kit I currently have is labeled as number [redacted]. If these parts are available separately, I am willing to return the kit I have. Thank you for your help. Tom F. from Sandwich, NH.

Hello, I own the VeloCompact [redacted] / [redacted] bike rack. There is a small rubber piece torn in the component [redacted]. I am looking for information on where to obtain or order this small rubber part. I have been unable to locate it so far, and I prefer to replace just the rubber piece without having to replace the entire component. Thank you.

I bought a Thule box and rails for a road trip across the country. The box from REI malfunctioned, opening multiple times on the freeway. REI was helpful, accepting the return and apologizing for the trouble caused. Now, with the box returned, I have no use for the rails from Thule. I felt unsafe during the trip from NY to CA, concerned that items in the box could harm someone or get lost or damaged during travel. I am requesting that Thule takes back the nearly new rails, which are in perfect condition after just one use. This experience was disappointing as I had hoped for lasting use from these products.