Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]
We apologize for any difficulty that KYB Americas Corporation may have causedAs a manufacturer, our KYB Excel-G products are covered by a Limited Lifetime WarrantyA printable copy is available at www.kyb.com/warrantyWhen one of our products is found to be defective this warranty does cover a replacement when it is returned to the place or point of purchase However, we are not a retail sales nor installation providerAs such, we do not have first-hand knowledge or control of installation or service providersThat is why our Customer Support personnel are limited to explaining the warranty and help identify parts distributors that sell our productWe do have an online shop locator at www.kyb.comThis is a voluntary listing of service providers that have purchased and installed KYB products I understand that this is not a solution to a service provider going out of business, but we have no way of helping until a product is returned through an authorized reseller of KYB productsIn the event that our products are found to be defective and [redacted] is unable to find a local KYB reseller, we may be able to help with the return and replacement of the product by contacting our Customer Support Department and explaining these circumstances Thank you for bringing this to our attention and we hope this satisfies our responsibility in this matter Sincerely, WmM [redacted] Director of Marketing & Training KYB Americas Corporation
Our Customer Support personnel have spoken with [redacted] a few times Each time we explained the KYB product warranty and that it does not include any labor reimbursement Attached is a copy of the warranty and a partial record of our conversations for your review Thank you for the opportunity to respond Although we appreciate [redacted] 's position and apologize for her dissatisfaction, we are not able to reimburse labor per the KYB written warranty Any labor warranty would need to be provided by the seller/installer of the KYB products.Jim T***Customer Support SupervisorKYB Americas Corporation
01/03/2018 To Revdex.com of Central IndianaReComplaint# ***FromKYB Americas CorporationAftermarket ProductsNGraham RdSuite CGreenwood, IN 46143 In response to *** ***’s most recent reply dated 12/28/2017:We are sorry for the troubles that *** is experiencingTo this point KYB has only explained the terms of our Limited Lifetime Warranty which do not cover her request for labor.However, based on the initial complaint that we received, it doesn’t appear that the components have been disassembled, removed for inspection or returned to the point of purchaseThe description provided only stated that the strut mounts were falling apart and that the struts may also have an issueThis is not enough information to determine the cause nor help identify a remedyIf there is a specific issue with a product failure there will likely be evidence to identify the causeA more detailed technical explanation of a product failure by a qualified technician, photos showing the failure area or product return for inspection may be required to help determine the cause.KYB does not desire to cause further dissatisfactionOur intent is to honor our stated warranty and offer appropriate technical assistanceWithout more specific product failure evidence we have no choice other than to deny the labor requestIf after further inspection it is determined that a KYB product is at fault, our customer support and technical staff can help reconsider your request.Best regards,Jim T***Customer Support SupervisorKYB Americas Corporation
We apologize for any difficulty that KYB Americas Corporation may have causedAs a manufacturer, our KYB Excel-G products are covered by a Limited Lifetime WarrantyA printable copy is available at www.kyb.com/warrantyWhen one of our products is found to be defective this warranty does cover a
replacement when it is returned to the place or point of purchase However, we are not a retail sales nor installation providerAs such, we do not have first-hand knowledge or control of installation or service providersThat is why our Customer Support personnel are limited to explaining the warranty and help identify parts distributors that sell our productWe do have an online shop locator at www.kyb.comThis is a voluntary listing of service providers that have purchased and installed KYB products I understand that this is not a solution to a service provider going out of business, but we have no way of helping until a product is returned through an authorized reseller of KYB productsIn the event that our products are found to be defective and *** *** is unable to find a local KYB reseller, we may be able to help with the return and replacement of the product by contacting our Customer Support Department and explaining these circumstances Thank you for bringing this to our attention and we hope this satisfies our responsibility in this matter Sincerely, WmM*** Director of Marketing & Training KYB Americas Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Our Customer Support personnel have spoken with *** *** a few times. Each time we explained the KYB product warranty and that it does not include any labor reimbursement. Attached is a copy of the warranty and a partial record of our conversations for your review. Thank you
for the opportunity to respond. Although we appreciate ***'s position and apologize for her dissatisfaction, we are not able to reimburse labor per the KYB written warranty. Any labor warranty would need to be provided by the seller/installer of the KYB products.Jim T***Customer Support SupervisorKYB Americas Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The reseller referred me back to KYB as they are the reseller; not the manufacturerNothing the reseller did contributed to this issueThe strut and strut mounts are failing extremely prematurely due to poor craftsmanshipI expect KYB to reimburse me for labor costs or I will have no other choice but to take KYB to court.]
Regards,
*** ***
Prior to receiving a complaint letter via Revdex.com, KYB had correspondence with Mr*** and reached an agreement to send him a check in the amount of $(Please see attached e-mails) We began processing this payment on 10/19/so Mr*** should receive this payment in about weekThank
you for acting in both parties best interestAt this point KYB considers this matter complete Best regards, Wm“Mac” *** Director of Marketing & Training KYB Americas Corporation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Regards, [redacted]
We apologize for any difficulty that KYB Americas Corporation may have causedAs a manufacturer, our KYB Excel-G products are covered by a Limited Lifetime WarrantyA printable copy is available at www.kyb.com/warrantyWhen one of our products is found to be defective this warranty does cover a replacement when it is returned to the place or point of purchase However, we are not a retail sales nor installation providerAs such, we do not have first-hand knowledge or control of installation or service providersThat is why our Customer Support personnel are limited to explaining the warranty and help identify parts distributors that sell our productWe do have an online shop locator at www.kyb.comThis is a voluntary listing of service providers that have purchased and installed KYB products I understand that this is not a solution to a service provider going out of business, but we have no way of helping until a product is returned through an authorized reseller of KYB productsIn the event that our products are found to be defective and [redacted] is unable to find a local KYB reseller, we may be able to help with the return and replacement of the product by contacting our Customer Support Department and explaining these circumstances Thank you for bringing this to our attention and we hope this satisfies our responsibility in this matter Sincerely, WmM [redacted] Director of Marketing & Training KYB Americas Corporation
Our Customer Support personnel have spoken with [redacted] a few times Each time we explained the KYB product warranty and that it does not include any labor reimbursement Attached is a copy of the warranty and a partial record of our conversations for your review Thank you for the opportunity to respond Although we appreciate [redacted] 's position and apologize for her dissatisfaction, we are not able to reimburse labor per the KYB written warranty Any labor warranty would need to be provided by the seller/installer of the KYB products.Jim T***Customer Support SupervisorKYB Americas Corporation
01/03/2018 To Revdex.com of Central IndianaReComplaint# ***FromKYB Americas CorporationAftermarket ProductsNGraham RdSuite CGreenwood, IN 46143 In response to *** ***’s most recent reply dated 12/28/2017:We are sorry for the troubles that *** is experiencingTo this point KYB has only explained the terms of our Limited Lifetime Warranty which do not cover her request for labor.However, based on the initial complaint that we received, it doesn’t appear that the components have been disassembled, removed for inspection or returned to the point of purchaseThe description provided only stated that the strut mounts were falling apart and that the struts may also have an issueThis is not enough information to determine the cause nor help identify a remedyIf there is a specific issue with a product failure there will likely be evidence to identify the causeA more detailed technical explanation of a product failure by a qualified technician, photos showing the failure area or product return for inspection may be required to help determine the cause.KYB does not desire to cause further dissatisfactionOur intent is to honor our stated warranty and offer appropriate technical assistanceWithout more specific product failure evidence we have no choice other than to deny the labor requestIf after further inspection it is determined that a KYB product is at fault, our customer support and technical staff can help reconsider your request.Best regards,Jim T***Customer Support SupervisorKYB Americas Corporation
We apologize for any difficulty that KYB Americas Corporation may have causedAs a manufacturer, our KYB Excel-G products are covered by a Limited Lifetime WarrantyA printable copy is available at www.kyb.com/warrantyWhen one of our products is found to be defective this warranty does cover a
replacement when it is returned to the place or point of purchase However, we are not a retail sales nor installation providerAs such, we do not have first-hand knowledge or control of installation or service providersThat is why our Customer Support personnel are limited to explaining the warranty and help identify parts distributors that sell our productWe do have an online shop locator at www.kyb.comThis is a voluntary listing of service providers that have purchased and installed KYB products I understand that this is not a solution to a service provider going out of business, but we have no way of helping until a product is returned through an authorized reseller of KYB productsIn the event that our products are found to be defective and *** *** is unable to find a local KYB reseller, we may be able to help with the return and replacement of the product by contacting our Customer Support Department and explaining these circumstances Thank you for bringing this to our attention and we hope this satisfies our responsibility in this matter Sincerely, WmM*** Director of Marketing & Training KYB Americas Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
Our Customer Support personnel have spoken with *** *** a few times. Each time we explained the KYB product warranty and that it does not include any labor reimbursement. Attached is a copy of the warranty and a partial record of our conversations for your review. Thank you
for the opportunity to respond. Although we appreciate ***'s position and apologize for her dissatisfaction, we are not able to reimburse labor per the KYB written warranty. Any labor warranty would need to be provided by the seller/installer of the KYB products.Jim T***Customer Support SupervisorKYB Americas Corporation
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[The reseller referred me back to KYB as they are the reseller; not the manufacturerNothing the reseller did contributed to this issueThe strut and strut mounts are failing extremely prematurely due to poor craftsmanshipI expect KYB to reimburse me for labor costs or I will have no other choice but to take KYB to court.]
Regards,
*** ***
Prior to receiving a complaint letter via Revdex.com, KYB had correspondence with Mr*** and reached an agreement to send him a check in the amount of $(Please see attached e-mails) We began processing this payment on 10/19/so Mr*** should receive this payment in about weekThank
you for acting in both parties best interestAt this point KYB considers this matter complete Best regards, Wm“Mac” *** Director of Marketing & Training KYB Americas Corporation