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Originally Posted by More_Boost!!
I still stand by my opinion, that if he didn't cause the unit to fail, they should have covered it, or offered to work with him before it got hostile.  |
If someone doesn't alter the unit and its within the warranty we cover the unit. Here is how our warranty works.
Within the first 90 days if the unit is returned and defective we just replace it. We dont repair, just get a new one. After the first 90 days until the end of the warranty we have the option to replace or repair it. 95% of the time we will just replace it.
In otherwords, we can tell the unit has not been opened and there are no signs of abuse, the FUSE holder is still inplace so we know they could not have fried the unit. We give the benefit of the doubt and replace it.
In this guys case he cut the harness. Had the fuse holder been in place, if it was an electrical problem due to mis-wiring the unit the fuse would blow and everything is fine (in most cases). Now that the fuse holder is gone, he could have easily fried the unit. The fact that it worked for a month and then stopped workind and the fact that it failed in a CLOSED state is a good indication.
Once the box is opened someone could have easily crossed some circuitry.
The cost for us to test and find out what the is wrong with a unit is as much as for us just to replace it. So if its under warranty and the fuse holder has not been cut off and the box is not open, we will replace it. The only exception to that would be if we saw obvious signs that the unit was dropped (would be evident by the case being damaged).
I think we are very reasonable. The customer can say "I ran a fuse" all day long, but I have no way of knowing that. Even if the fuse holder was in place, the 0-5V input wire and ground were cut. If the ground wire hits a 12V signal it can fry the unit as well (even with the fuse in place).
I hope that helps clarify our position and why we have it. We have to protect our business and be fair to our customers.