DDM Tuning

Review: I ordered 2 sets of headlights from DDM on April 7th 2014, also on the 7th I got an e-mail stating that my order had shipped and I also got a tracking number. The site claims 7-10 business days for shipping. I contacted DDM after 14 days to check the status of my order, I was told there was a slight delay with shipping, but they assured me they were getting shipped soon. On April 23rd I called DDM to cancel my order, they told me I could not cancel because my order was on its way to me. It is now May 1st and my tracking number no longer even works.Desired Settlement: I just want DDM to cancel my order and a return credit to my credit card, seeing as I am clearly never going to get my lights

Business

Response:

Mr [redacted] placed his order on 4/7/14 and it was shipped out on 4.10.14 via USPS. The tracking number is [redacted].

There were some delays with the shipping company which resulted in a longer delivery time that normal for this order. The tracking number works and the package is still in transit to him.

Once the package has shipped we are not able to stop it even if there is a delay in delivery.

At this point Mr [redacted] has filed a chargeback for the goods so any further communication needs to go through his credit card company.

Review: My headlight bulb is defective. When purchased, my headlight kit offered a lifetime warranty. I returned the bulb for warranty replacement after doing their diagnostic procedure to ensure it was the bulb that was faulty according to their policy. In addition to their warranty procedure I have another identical set of their headlights in another vehicle and I replaced the bulb that I tested to be defective with a bulb from my other vehicle. The issue was resolved further proving the bulb was defective.

I filled out a support ticket and sent the bulb back to them via priority mail. I explained that the bulb would turn off when going over a bump and I would need to turn the headlights off and back on again for the bulb to fire up. I asked them to ensure they test under the failure conditions.

DDM came back and said my bulb tested fully functional. When asked if it was tested under the described conditions they replied that they do not test that way, they only conduct a "bench" test. After numerous emails back and forth with me explaining the conditions of failure and my diagnostic process include replacing the bulb with a known good bulb fixing the issue they failed to acknowledge any issue with the bulb. Further more they said the bulb was fully functional and if I wanted it returned I would have to pay a fee of $10. I explained that since they said the bulb was functional I would pay the fee and expected a working bulb to be returned.

The bulb I received was obviously the same bulb (I placed a mark on the right side with a black-light pen prior to returning it). I removed the working spare bulb I had (once again proving the original bulb was defective) and installed the returned bulb and took the vehicle for a test drive. Within 10 seconds of driving the car the bulb went out again, proving the bulb was defective just like it was when I sent it back originally.

I, once again, contacted DDM Tuning asking for a new bulb to be sent to me. They continued to acknowledge the bulb was defective and wanted me to remove my entire headlight set and return it to them for testing, knowing this would leave me without headlights. I continued to explain my diagnosis and offered to send them video proving the bulb was defective. They declined wanting the video. At this point I asked for a refund of my $10 for the return shipping of the bulb since they did not send a functional bulb back. They declined. At this point I disputed the shipping transaction with paypal and they promptly decided in my favor.

I still have the defective bulb and a company that will not honor their lifetime warranty.Desired Settlement: There are two options for an amicable resolution:

1. Replace my defective bulb (I will still be nice and provide video proof the bulb is defective) and pay shipping for the defective bulb back. I already paid to ship the bulb back once, to do so again is unacceptable. DDM would still be responsible to honor the lifetime warranty going forward.

2. Provide me a prepaid shipping label for all four of the headlight kits that I purchased. Upon receipt of the kits provide me a full refund including shipping charges and we will cease to have a business/consumer relationship, removing any obligation for DDM to honor their lifetime warranty for me.

Business

Response:

Mr [redacted] purchased a lighting kit in Oct 2012. In Dec 2013 he contacted us stating he had a bad bulb and he sent it in for testing. After extensive testing the bulb never failed and Mr [redacted] paid to ship the bulb back to him. He claimed it was defective again. We offered to send a replacement to him and he was demanding we also issue a refund for the functional bulb we sent back to him. At this point Mr [redacted] filed a paypal dispute for the shipping charge. There is no option to return kits he's used for over a year for a refund. We offer a warranty on our products if he thinks he still has a defective product we're more than happy to test it for him.

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 business never offered to replace the bulb after it was shipped back to me still defective. In addition, I never requested a refund for the defective bulb, only the return shipping charge. I was able to get the shipping charge reversed by Paypal. At this point I am only asking for a replacement bulb to be sent to me and my account re-instated with them so I can file future warranty claims (they disabled my account when I disputed the shipping charges). I also expect them to continue honoring their lifetime warranty on all kits I have purchased and to conduct accurate testing when I send a product back.

Review: I have a tracking number that said my package was delivered but I never received anything. I called my local post office to see if they could open an investigation to help me find the package that was delivered to the wrong address. My post office told me that they could not help me because I am the receiver. They asked me to ask the sender to open a investigation through their post office(they shipped the item from china) so that their post office can open an investigation with canada post to look for this missing delivered item. I called

DDM Tuning

[redacted] Phone: [redacted]

Which was the contact info they had in the email that had the confirmation of my purchase when it was shipped out. I told the person about my problem and tried to explain that I needed their help in order to be able to open an investigation to find my package. They hung up on me. Now I am unable to find my package and I have to take it as a loss because the person who was talking to me was very unprofessional and didn't even putting any effort into an attempt to help me.Desired Settlement: I would like a full refund because I paid $64.50 to get nothing. The person who answered the call did not even value me as a costumer and did not even attempt to help me at all.

OR they could send me a new one and make sure it get's to the proper address this time.

OR they could actually put in the effort to open a investigation with their post office and my post office(canada post) to find out where this package was delivered to so that I can go get it.

Business

Response:

Hi Mr [redacted],

Review: I order a pair of HID bulbs from DDM to replace the original bulbs that came with the HID kit I originally bought from them. The bulb that I order was 35W 5,000k 9006/HB4 but upon delivery and installation I noticed a few differences. In the link for image# 1 you'll notice the tabs that keep the bulb secured in the light housing assembly are quiet smaller on the replacement bulb than on the original. When the bulb is installed it is loose and wiggles which is not a proper install. In Images #2 & #3 you'll notice there is a "locking tab" that secures the connection between the power input for the HID ballast and the power output from the cars factory wiring harness. This locking tab is backwards and for the ballast to get power it must be installed backwards so that the connection is weak and unsecure.

I contacted DDM Tuning's Vista CA location to see what could be done about the issues. I first spoke with a representative named [redacted] who informed me that I was sold a universal 9005/9006 bulb and that was why the 3 tabs on the bulb were much smaller than on the original bulb. She requested I install the pair of bulbs with the larger of the 2 supplied o-rings. I did this and when I still had the issues of the bulbs wiggling and the issue of the electrical connection tabs being backwards not even addressed I contacted DDM again and spoke with [redacted]. [redacted] sent me new o-rings and said "This sales order includes a new O-ring that has we have started putting in our 9005/6 bulbs have been seeing alot better results." and regarding my issues of the connection tabs he said "To answer your question about the swaping the connector upside down, alot of cars have (mostly imports) have a reversed poliraty. This is a universal kit that is not made for any one specific car. unfortunaly that is the only ballast we offer as well. ".

At this point I expressed my frustrations with the product and how his company's website is misleading on which product you are actually being sold in another email to [redacted] stating that; "I believe my vehicle does not have reverse polarity and that your connector on the bulb is backwards, every connection on my vehicle is correct and on the original bulb (a genuine 9006 bulb) the tab is facing the right way and locks into the factory connector. The tab is backwards on this replacement bulb because it is a universal bulb not a genuine. I never had this problem with my original genuine 9006 bulb on this replacement because it is a universal.

So I understand why you think reverse polarity is the case but it's not. Here is my problem still, no where when purchasing the bulb does it state that I will getting a universal bulb because the selection for 9005 and 9006 are two totally different selections. Your website makes it under the impression you will get either a genuine 9005 or genuine 9006 bulb not a universal because of the selections. If the selection from the menu was 9005/9006 then I would be able to clearly see I'm getting a universal bulb, but it doesn't 9005 and 9006 are 2 different selections. 9005 has other bulbs listed like 9055/H12/HB3 so you can see its universal to those bulbs also 9006 has 9006/HB4 but neither 9005 or 9006 has the other listed. Even when checking out there is no part # to reference what item your actually getting.". This was sent in a email on Saturday 10/05/13 and I did not hear a reply from [redacted] or anyone at DDM. On Monday 10/07/13 I received and email with sales order#[redacted] which contained new o-ring that [redacted] thinks would work as he said "This sales order includes a new O-ring that has we have started putting in our 9005/6 bulbs have been seeing alot better results.". I received the package which only contained 1 of the 2 O-rings needed, I went ahead and installed the new o-ring hoping it would solve one of the 2 issues I was having with the bulbs. The new o-ring DID NOT solve the problem and my issue of the electrical connection tab being backwards was not rectified and I contacted [redacted] at DDM again on Thurs 10/10/13 which he has not been able to rectify my issues.

Image #1 - [URL=http://s1233.photobucket.com/user/sberg415/media/IMG_0104_zpscbf66b07.jpg.h...⇄ />
Image #2 - [URL=http://s1233.photobucket.com/user/sberg415/media/IMG_0099JPG2_zps6daa165a.j...⇄ />
Image #3 - [URL=http://s1233.photobucket.com/user/sberg415/media/IMG_0100_zpsc7af6aaf.jpg.h...⇄ Settlement: I would like the pair of genuine 35w 9006 6,000K bulbs which I ordered. The website is deceitful and misleading which is why I believe the company needs to address both of my issues with the bulbs 1) Loose connection and 2) Unsecurable electrical connection due to backwards tabs. If they made customers aware of what products they would actually receive I would have been aware and known to expect discrepancies with a universal part as opposed to a genuine part that would fit correctly without issue.

Business

Response:

Upon reviewing the images Mr [redacted] linked in the complaint I noticed that he is in fact had the universal bulbs from the beginning. If you look at image 1 the bulb on the left is his original 9005/9006 bulb as evident by the smaller tab located at 6:00. The difference between the 9005 and 9006 bulbs is related to this tab, not the other two. The smaller tabs on the replacement bulb has no effect on whether the bulb is used as a 9005 or 9006.