Fastbird
05-06-2014, 07:36 PM
How many weak ass excuses can a manufacturer come up with in a single email in order to deny a warranty claim.
Thank you for your warranty submission. We are sorry to hear that you
have experienced an issue with your radiator. We have submitted your
claim with the manufacturer and they have provided the following
response.
"Our warranty is valid only when there has been a premature failure of
the part itself or its components due to a manufacturing process for
the first purchaser at retail. This warranty applies only to those
products which have been installed in accordance with accepted
industry standards by a recognized professional service dealer.
This claim is not in compliance with the warranty conditions and the
warranty is voided. There is a stress crack on the tank of the
radiator. A stress crack is caused by excessive pressure. The part is
to be installed to industry standards. The radiator cap should hold a
minimum of 13.5 psi, where your cap only shows 13 lbs. Please ensure
you get a stronger radiator cap to ensure this matter does not
persist. A receipt of coolant is a condition of the warranty and
that was not met. The system was also not flushed prior to
installation. The pictures show dirt and debris around the part which
could also attribute to pressure build up. We also see some possible
damage on the a/c condenser which would also impact radiator. Please
advise the customer to also check their water pump, temperature
sensor, and gasket to see if there may be any defects or leaks for
they also may have attributed to the pressure build up."
We apologize for the outcome of the case for we understand this is
probably not the response you were looking for. We would strongly
recommend to review some of the suggestions that the manufacturer
recommended. We have brought this case up to our manager and he has
approved a discount for you order if you wish to purchase a
replacement. If you have any questions or if you need any assistance,
please feel free to contact us. Thank you!
This was in my Celica. It split driving home the other day. 4000 miles at most on it. No I didn't flush when I replaced it, it did not need it. Nor do I have consumable fluid receipts from almost 3 years ago. Those who have seen the car know how clean and impeccably kept it is. There is no sediment in the system, no pump or gasket issues, proper spec pressure cap, etc.
Here was my retort.
xxxxxxxx,
Having just spoken with you, here are my issues with the manufacturer rebuttal to my warranty claim.
A stress crack is a sign of premature failure when it's on a part that only got 4000 miles or less on it. Your manufacturers claim that a 13lb radiator cap is the issue is ridiculous. They cited that a 13.5 lb cap should have been used instead. Simple math tells me that a 13.5lb cap would create MORE pressure in the cooling system. Furthermore, my radiator cap is an OEM Toyota replacement, to which both my owners manual AND TOYOTA FACTORY SERVICE MANUALS state 13 lbs is the appropriate pressure. Has the person that wrote that response ever done math or worked on a car? How does a13lb cap make too much pressure but a 13.5lb cap won't? That argument makes zero sense and is nothing but a ploy to get out of covering the warranty claim.
When someone such as an ASE certified mechanic like myself has an issue, they usually do their own work. I have proven my certifications. Your manufacturers claim against not having been installed by a certified service dealer within industry standards is null and void. As is their rebuttal against not having the system flushed. It was not necessary based off of my professional experience.
Also, as to their claim of sediment and deposits in the system.....someone there needs to think their words through. The radiator tank cracked while the car was being driven. A system under pressure that fails like that invariably sprays it's contents everywhere, collecting any underhood dust and dirt along the way. I can provide a picture of very clean coolant straight from their because it's still in the collection pan right now.
Damage to the air conditioning condenser? It wasn't even pictured. A failed argument while trying to escape a valid warranty claim. As is the argument that a coolant receipt is required. Coolant is coolant, as long as its not dex cool intermixed, it's fine. No one keeps consumable fluid receipts anyway. Again, a weak argument to get out of a claim.
There are no gasket issues or cooling system issues in this car. Look at the car. It's not some sub standard maintained vehicle. This is an impeccably maintained vehicle which is not driven too often and highly cared for. Again, I'm a professional and know how to maintain my vehicles and what is and isn't a premature failure. This was a failed cheap plastic end tank on the radiator plain and simple. If a problem arises, I fix it.
The manufacturer needs to own up and admit this was very simply a failed component. There's no other explanation for it. Trying to use every excuse in the book to get out of covering it does nothing but promote a very substandard view of their customer service.
I don't want your manufacturers discount. The only way I'm putting their radiator back in the car again is a warranty replacement. Otherwise, I'll but higher quality elsewhere and be speaking with the BBB as well as to the poor product quality and support from the manufacturer. I do not take lightly to being scammed out of a valid warranty claim.
Sincerely,
Posted from my LG G2
Thank you for your warranty submission. We are sorry to hear that you
have experienced an issue with your radiator. We have submitted your
claim with the manufacturer and they have provided the following
response.
"Our warranty is valid only when there has been a premature failure of
the part itself or its components due to a manufacturing process for
the first purchaser at retail. This warranty applies only to those
products which have been installed in accordance with accepted
industry standards by a recognized professional service dealer.
This claim is not in compliance with the warranty conditions and the
warranty is voided. There is a stress crack on the tank of the
radiator. A stress crack is caused by excessive pressure. The part is
to be installed to industry standards. The radiator cap should hold a
minimum of 13.5 psi, where your cap only shows 13 lbs. Please ensure
you get a stronger radiator cap to ensure this matter does not
persist. A receipt of coolant is a condition of the warranty and
that was not met. The system was also not flushed prior to
installation. The pictures show dirt and debris around the part which
could also attribute to pressure build up. We also see some possible
damage on the a/c condenser which would also impact radiator. Please
advise the customer to also check their water pump, temperature
sensor, and gasket to see if there may be any defects or leaks for
they also may have attributed to the pressure build up."
We apologize for the outcome of the case for we understand this is
probably not the response you were looking for. We would strongly
recommend to review some of the suggestions that the manufacturer
recommended. We have brought this case up to our manager and he has
approved a discount for you order if you wish to purchase a
replacement. If you have any questions or if you need any assistance,
please feel free to contact us. Thank you!
This was in my Celica. It split driving home the other day. 4000 miles at most on it. No I didn't flush when I replaced it, it did not need it. Nor do I have consumable fluid receipts from almost 3 years ago. Those who have seen the car know how clean and impeccably kept it is. There is no sediment in the system, no pump or gasket issues, proper spec pressure cap, etc.
Here was my retort.
xxxxxxxx,
Having just spoken with you, here are my issues with the manufacturer rebuttal to my warranty claim.
A stress crack is a sign of premature failure when it's on a part that only got 4000 miles or less on it. Your manufacturers claim that a 13lb radiator cap is the issue is ridiculous. They cited that a 13.5 lb cap should have been used instead. Simple math tells me that a 13.5lb cap would create MORE pressure in the cooling system. Furthermore, my radiator cap is an OEM Toyota replacement, to which both my owners manual AND TOYOTA FACTORY SERVICE MANUALS state 13 lbs is the appropriate pressure. Has the person that wrote that response ever done math or worked on a car? How does a13lb cap make too much pressure but a 13.5lb cap won't? That argument makes zero sense and is nothing but a ploy to get out of covering the warranty claim.
When someone such as an ASE certified mechanic like myself has an issue, they usually do their own work. I have proven my certifications. Your manufacturers claim against not having been installed by a certified service dealer within industry standards is null and void. As is their rebuttal against not having the system flushed. It was not necessary based off of my professional experience.
Also, as to their claim of sediment and deposits in the system.....someone there needs to think their words through. The radiator tank cracked while the car was being driven. A system under pressure that fails like that invariably sprays it's contents everywhere, collecting any underhood dust and dirt along the way. I can provide a picture of very clean coolant straight from their because it's still in the collection pan right now.
Damage to the air conditioning condenser? It wasn't even pictured. A failed argument while trying to escape a valid warranty claim. As is the argument that a coolant receipt is required. Coolant is coolant, as long as its not dex cool intermixed, it's fine. No one keeps consumable fluid receipts anyway. Again, a weak argument to get out of a claim.
There are no gasket issues or cooling system issues in this car. Look at the car. It's not some sub standard maintained vehicle. This is an impeccably maintained vehicle which is not driven too often and highly cared for. Again, I'm a professional and know how to maintain my vehicles and what is and isn't a premature failure. This was a failed cheap plastic end tank on the radiator plain and simple. If a problem arises, I fix it.
The manufacturer needs to own up and admit this was very simply a failed component. There's no other explanation for it. Trying to use every excuse in the book to get out of covering it does nothing but promote a very substandard view of their customer service.
I don't want your manufacturers discount. The only way I'm putting their radiator back in the car again is a warranty replacement. Otherwise, I'll but higher quality elsewhere and be speaking with the BBB as well as to the poor product quality and support from the manufacturer. I do not take lightly to being scammed out of a valid warranty claim.
Sincerely,
Posted from my LG G2