Cobra Engineering Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The unit was never "repaired" or even "tested" the second time According to the company, that time line is not even possible They are refusing to stand by their warranty/guarantee policy
Regards,
*** ***

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. I will wait for the business to perform this action and,
if it does, will consider this complaint resolvedThis was very bad customer service and forced me to purchase a replacement part from a competorOur motorcycle riding season is months long and missing a month of riding is unacceptableEven when the item was shipped the vendor choose to send the part on a day shipment when they knew the urgencyI would never recommend or purchase another product from this Cobra.
Regards,
*** ***

Regarding the complaint by Hamer - our Vendor found nothing wrong with the unit, since they did not purchase the unit from us we can not issue a refund.
 
[redacted]

We issued the customer a return authorization # on 10-5-16 to return the merchandise to us for testing.  We received the unit on 10-14-16 and sent it to the lab for testing.  We received the unit back from the lab on 10-24-16 saying they replaced the circuit board and the harness tested...

good. On 10-27-16 the customer called and said he received the unit but it was still defective.  We again issued the customer a return authorization #.  We received the merchandise on 11-1-16 and again sent it to the lab for testing.  We received the unit back from the lab on 11-3-16 saying everything tested good.  On 11-3-16 we shipped the unit back to the customer.

Warrantied part was shipped to the customer on 6/13/16.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and...

have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The unit causes my bike to surge going up hills. If there is nothing wrong with the unit, then why does it surge? Either the test is inaccurate, they are lying and they know about this problem, and/or there is a problem with the algorithms for softails. Also, they made the powrpro unit, it shouldn't matter where I purchased it. They obviously do not stand behind their product.  At the very least, I would like an explanation of why the bike surges going up hills.
Regards,
[redacted]

Review: I purchased an exhaust system through one of Cobra's licensed dealers. This exhaust system was shppied to me with factory defects. These defects were "labeled" by the factory using the words "bad polish". This was written on one of the exhaust shields with a permanent marker. I discovered this after I had already installed every other part of the exhaust system on my bike. The part was shipped in a protecting plastic cover. This was kept on until the part was to be installed. Upon discovering the problem, I immediatly took pictures of the effected area for documentation prior to installation. The motorcycle is not rideable if not fully installed.

I attempted a resolution to this problem with the selling dealer "Phat Performance". I was unsuccessful in a resolution with the seller. I then attempted to file for a warranty claim under the manufacturers lifetime warranty for manufacturer defects. Through this processess I forwarded my original photos of the defective area of the heat shields chrome. I was then asked to provide better photos of the actual damage or defect. This is difficult being that the surface is chrome. However I was able to take an excellent photo showing the horrible condition of the metal underneath the chrome plating. I was then told I needed to disassemble the heatsheild from the rest of the exhaust and send it back to Cobra for inspection. This would leave my motorcycle unsafe to ride. I use my motorcycle as primary transportation. This was extremly inconvient and unacceptable to me. I felt I have already jumped through all of their hoops and provided all the substantial evidence necessary to warrant an expedited warranty claim and replacement of this one heat shield. I paid retail price for this product and received what could be described as a "factory second", or rejected part. They knew it was in this condition after the manufacturing process, that is why they had marked on the part "bad polish" but sent it out.Desired Settlement: I am asking that Cobra honor their lifetime warrant against manufacturer defects by sending out a replacement heat shield. At this time I would be happy to send back the defective part for their inspection if I am provided a shipping label. I paid retail price for this product and received what could be described as a "factory second", or rejected part. They knew it was in this condition after the manufacturing process, that is why they had marked on the part "bad polish" but sent it out to a retail customer anyway.

Photograghs and documentation can be provided.

Business

Response:

Regarding the complaint by [redacted], he must comply with the terms of the Lifetime Warranty Section 2.5 - See Attached

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

This business only replied with a copy of their limited lifetime warranty. This neither adds or subtracts from the validity of this complaint. They did not honor their warranty whatsoever. Their product was defective upon receipt. It clearly falls into their stated warranty.

Horrible business, not concerned with their customers satisfaction at all.

Regards,

Review: Purchased the Cobra fi2000 powrpro tuner from the powersports superstore for a 2012 Harley Davidson Heritage Softtail. After putting the unit on the bike, it surged going up hills. It also made the popping of the pipes on decel worse. Called Cobra and tech informed me on way to tune the tuner. Tried it but did not help. He then had me return the unit for testing to see if it was defective. It was retuned with a note that said it was 100% and included more detailed instructions on tuning it. Paid to have a mechanic re-install, just in case I did something wrong. They were able to get to only surge on the really big, long hills but pipes still popped on decel, and that was one of the things it was advertised to cure. When I called to tell them it was still surging the tech guy said it did great on his road king and didn't understand why it would do that. But that is a different bike and different unit. I asked if they would give me back my money and he said no. I have now put on a different fuel system tuner, a Vance and Hines fuelpak and the bike runs great, so it's not the bike. And it didn't surge prior to installing the powrpro either.Desired Settlement: This thing is very expensive. I paid $447.06 for it and then invested another $200 for having a bike mechanic install it. In a perfect world, I would like them to cover that amount as well, but would settle for a refund of the purchase price for the unit, and an apology because it does NOT work as advertised.

Business

Response:

Regarding the complaint by Hamer - our Vendor found nothing wrong with the unit, since they did not purchase the unit from us we can not issue a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The unit causes my bike to surge going up hills. If there is nothing wrong with the unit, then why does it surge? Either the test is inaccurate, they are lying and they know about this problem, and/or there is a problem with the algorithms for softails. Also, they made the powrpro unit, it shouldn't matter where I purchased it. They obviously do not stand behind their product. At the very least, I would like an explanation of why the bike surges going up hills.

Regards,

Review: This is a tale of a normal, everyday, online consumer experience gone bad. And most importantly, its about how all of the suppliers involved (Amazon, Powersports Superstore and Cobra USA) take no responsibility for the products they sell (Standing behind their policies of no refunds rather than standing behind their products) In a nut-shellI purchased a Cobra Fi2000 PowrPro tuner for my Harley on Amazon ($438.02)The Order was sold and fulfilled by Powersports Superstore of Cedar Park Texas.The tuner installation damaged my bike to the tune of: $533 (Repairs) and 22.25 (Shipping)As of today, after working with all of the above mentions companies, All companies refuse to support the product properly. I am left with a suspect tuner and a blown ECM (Grand total $972.01 Out-of-pocket)Desired Settlement: I should be refunded the purchase price of the product and reimbursed the repair and shipping costs (Total $972)

Business

Response:

Thank your for your letter Dated July 14, 2014 regard a consumer issue with an

ID of [redacted]. Rather than an online consumer experience gone bad, this is

a case of customer service going above and beyond to assist the consumer,

and when he did not receive the answer he wanted, he decided to take

other measures.

First the consumer purchased this product through Amazon.com, and the

order was fulfilled by PowerSports Superstores. He did not purchase it from us.

He then installed the unit himself, and during this installation he damaged an

unrelated electronic part on his motorcycle. We had him return our product

for testing, and it tested fine on the workbench, and on three different

motorcycles, functioning perfectly, as it should.

We returned the product to the consumer explaining in detail our findings.

Because the unit works as designed, there is no warranty cldim. He remains

unsatisfied with this information and is now engaged in a campaign against

us and Amazon and PowerSports Superstore for poor service and poor

customer service. He says he is left with a suspect tuner, when in fact he has

a perfectly fine tuner at his disposal, should he choose to have it installed by

a reputable technician.

Again, we more than stand behind our products should one of them be

found defective. That is not the case in this situation. We have tried dealing

directly with the consumer on numerous occasions, but he is convinced of

errors and poor treatment when there is in fact, none.

Best Regards,

Cobra Engineering

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I believe Mr. [redacted] is operating with a limited picture

of the facts. That’s understandable as he has not been the person dealing with

me throughout this process.