Cognito Motor Sports Reviews (1)
Initial Business Response /* (1000, 5, 2016/01/21) */
The customer purchased Cognito product through a dealer that sells Cognito product. Cognito is the manufacturer of aftermarket suspension components. The Cognito product the customer purchased is an aftermarket automobile suspension product and...
contains ball joints that are wear items on all automobiles whether the ball joints are from the original equipment manufacturer or from an aftermarket company like Cognito. The customer had an issue with an abnormal noise, but there is a limit as to the assistance that is possible over the telephone. The customer was not a direct customer of Cognito, therefore Cognito did not diagnose any problem in person and the dealer was working with Cognito over the phone to diagnose the problem. Cognito can only help so much over the phone, and did its best to help in this situation. The problem the customer had was with the ball joints, but it was not actually a defect problem since the ball joints do wear out, that is the nature of that type of part, and is disclaimed in the Cognito warranty as a wear item. Upon further investigation, the original purchase of Cognito product through the dealer was when the customer had 4,000 miles on his truck. At approximately 50,000 miles the customer claims there is a problem with the upper ball joints and returned to the dealer that originally sold and installed the parts. The customer was not happy with the service from the original dealer and took it to a different dealer who found that the ball joints were worn. Currently the truck has 56,625 miles on it and it would be normal for the ball joints to be worn at this point. Normal OEM warranty on trucks is 3 year 36,000 miles on components such as tie rods and ball joints, and Cognito warranty is 3 year 50,000 miles on its wear items. We offered to warranty the ball joints in good faith even though they are a wear item, but the customer and dealer elected to put a different brand of ball joint on the vehicle, not presenting us with the chance to carry out the warranty before a different brand of ball joints were purchased and installed. Cognito still offers to carry out the warranty offered previously, but disclaims responsibility from any incidental costs as well as the expense of the ball joints the customer elected to purchase.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is the problem with Cognito, we had this problem in very early stage after few weeks installed. Cognito tech support kept telling us it is something else rather than it own products, and we have tried re-installed at least 2 times, and keep lubricate each time...and problem is the annoying squeaks keeps coming back in very normal uses... Finally we decide to bring our truck to Cognito and they decided to instruct me go to a place next to them and Cognito say they will take care of me because they know their product since day 1. I did drove there 130miles and immediately they told me is the ball joint and they knew there is some issues with that ball joint and they recommend me to use different brand.
This tell me there is a problem with there manufacture of this product not normal wear and tear.
For that I don't feel safe to put the same parts back in.
And also all the pain that I have to deal with...all the time I had to take our new truck back in to the shop...
Therefore, Cognito, need to compensate my pain and suffer.
They should take a very seriously and this should never ever happen! Because this component can damage many other parts.
Final Business Response /* (4000, 9, 2016/02/02) */
Cognito Motorsports is not the installer and service retailer for this customer, Cognito only manufactured the product which includes a warranty of 3 years and 50,000 miles. The installation and service was not purchased from Cognito, only the product. In attempt to resolve, Cognito offers to carry out the stated warranty on the product, but disclaims responsibility for any installation or services not purchased from Cognito Motorsports.