Warranty support?

[Vilhelm007]

I love my Trialmaster, however living in a state, NH without a dealership, I am forced to travel hours away in order to get ANY warranty support!
My back door opened too far and broke my taillight, a warranty issue!
I asked the Connecticut dealership to send me a new taillight, and they lied to me, telling me that no dealership can send me a new taillight because I, an EOD tech who has worked on nuclear weapons, am not bright enough to replace this taillight because it is too complicated! WTF? Horrible customer, warranty support!

The door stop, a cylinder door stop, failed to do its job and limit the opening of the spare tire laden door from smashing my right taillight! Costing over $600.00! That I can easily replace in about 30 minutes. The doorstop is another expense, added to the taillight cost!

I was considering buying another Grenadier, the Quartermaster, Trialmaster, but that is now on hold! I have spent more than most on my Trialmaster, and yes, I love it! But the support is lacking!

I live in NH. My Trialmaster came from Texas! Sewel, that advertise their customers are treated like “family”! Doesn’t family help each other? Or just keep taking their money? I need help!
I am not complaining about paying over the normal price! I am complaining about the lack of product support!

The MA dealership is rude and inconsiderate. I would rather not deal with them because I don’t trust them! The next closest is Connecticut, but they have already lied to me outright! “No we can’t send you a taillight due to it being an overly complicated electrical system that I am not smart enough to change!” So I don’t wish to use a dealership that has lied to me!

Come on Ineos! Get it together! You have a fantastic product, but your support for this awesome product simply SUCKS! This can be fixed with proper management!

Get a dealership in NH, and work with me on this warranty issue! PLEASE!

 

[Tenac]

I know so many people that are currently in hold to buy or try one simply because it takes a dealership and their limited software to simply reset oil change or TPMS sensors. I did something stupid the other day and swung into discount tire to do a quick tire rotation........ Dumbass on my part bc they couldn't get the tires TPMS sensors to read correctly and now I have to make an appointment at the dealer and pay 129 to get it adjusted...... I get paying its their time and labor but FFS let the owner of the vehicle do the simply stuff.

 

[dreamalaska]

Just to clarify, is Sewell refusing to send you a replacement lens free under warranty, or just outright refusing to sell you a new lens for you to install?

 

[OkGo]

Could there be a thing in there saying that only dealers can work on things in warranty, for warranty, to keep the warranty going? I suspect there might be..

 

[anand]

No dealer (from any brand) will send you a part to have you install it yourself under warranty... When a part fails under warranty, there is a bit of paperwork that follows that part, and many times, the part itself. For the dealer to get paid for the warranty repair, they must prove that the part failed (and in some cases why/how it has failed). Additionally, the actual income to the dealer comes from labor not parts, so they want/need to get paid to do the replacement (under warranty) because that part continues to be covered under your factory warranty. No manufacturer is going to warranty a part for the remainder of your 4 years or 50,000 miles without knowing the part was installed by a dealer/qualified technician. Can you physically do the swap yourself? Absolutely. But at the end of the day, policies like this are in place for a reason, and every manufacturer follows them.

If you're saying the dealer just refused to sell you a taillight, that's a different matter.

Either way, the corporate entity (Ineos Automotive) does not have direct control over a franchised dealership's policies (there are caveats to this, but in this instance at least).