I bought this box for 6 months with minimal use. One day I came home noticing a curious side crack measuring about 6 inches, towards the back on one side. Days later, I realize there was another crack on other other side of the box towards the back, perfectly symmetrical to the other crack!
The car with the box has never entered a garage with inadequate clearance. It was never stored sideways. When stored, it was elevated and supported with 4 chairs.
I went through my dealer, as per the warranty claim procedure through Thule. It was denied. I then contacted Thule directly through a customer support representative. I was told it is not warranted because it is not a manufacturing defect per their technicians. I asked for an explanation of how these symmetric cracks come about, to my question she answered, road debris.
Not taking unreasonable denial, I am pursuing with a formal complaint, and demanding an answer of how road debris can create symmetric damage on either side of the box.
I examine and re-examine the box. I am reasonably confident that the hinge in the rear is too strong for the flexible box's own good. Every time the box is closed the rear side is stressed, eventually causing the cracks. I will be working on pictures and videos to supplement my comments.
My email has been sent, but I have not heard back. It has taken weeks with each email before I hear back. Perhaps ignoring is another strategy on top of blaming customers to deal with warranty claims?
I am extremely disappointed with Thule. I previous thought Thule is simply the best. Not any more. With customer service as I experienced, they really will need to do way more than just replacing the box to regain my confidence in their brand.
2012 Toyota Highlander