Doug Thorley Headers

Initial Business Response / [redacted] (1000, 5, 2015/06/24) */ For our products we offer a "limited lifetime" warranty against manufacturing defects to the original purchaser of the productEven though our warranty is "limited lifetime" the scope of our warranty does not cover rustThe reason rust is omitted from our warranty is the majority of our products are manufactured of ferrous steel, and will rust in an open environmentWe do coat many of our products in a thermal ceramic coating, which among other advantages it also creates a barrier against environmental exposureHowever, we cannot dictate or control the environment in which our products are when installed by the end user, so rust has been omitted from our warranty since the inception of our policies The customer had contacted us regarding a warranty claim for rust buildup on his productThe customer provided adequate backup proving that they are indeed the original purchaserOur customer service team informed the customer that although rust is not covered under warranty we were willing to make an exception and re-coat his product free of chargeAll the customer needed to do was remove the product, package and ship it to usWe would then process cleaning and re-coating of the product and ship it back to the customer, again free of chargeThis option was not acceptable to the customer because of the "down time" he would incur on his vehicle while the products was being processedAlthough we understand the hardship not having a vehicle available to a person for a short time could make, that is an issue that we cannot make arrangements for Doug Thorley Headers went outside of our standard warranty policy and offered to re-apply the ceramic coating to the customer's product, even though rust is expressly not coveredWe feel we offered a solution that goes beyond what we are required by our policies, and that solution was unacceptable to the customerThe offer stands open that if the customer would like to ship us his used product we will re-apply the coating free of charge Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The cost to use their warranty would be more expensive then purchasing a new product Final Consumer Response / [redacted] (4200, 11, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not out of their two year warranty, I would have to cut the headers off of the catalytic converter because they are welded to the headers as manufacturers directions, send them back and then re-weld them back to the catalytic convertersAfter cutting them and 're-welding I don't think a shop would warranty any fitment issues that would arise from this process Final Business Response / [redacted] (4000, 9, 2015/06/25) */ Once again, our warranty DOES NOT cover rust or environmental damage, which is the sole purpose of the customer's claimWe are offering to re-coat the product as a special courtesyWe do not foresee that shipping the product to us should cost more than $50-We have offered to take care of the rest of the costs involved in stripping, coating and return shippingThis is above and beyond our warranty policies, and this is what we will continue to offer to this customer

I am rejecting this response because:
I have had several mechanics and machinest inspect the product myself and they have all stated several issues 1) the header has the Osensor located in a wrong location which is reading only cylinder which causes the sensor to send the signal of only instead of a combined cylinder exhaust heat and pressure readingDoing this the engine manegement system will than read lean or rich which caused the engine to compensate for the errorDoing this there is a higher pressure higher heat temperatures in which if the header is too thin it will cause it eventually crack because of the metal having imperfections. 2) they inspected it around the crack and the piece that crackedThey thickness of the metal around the bend is severely thinThe inner portion of the tubing you can see lumps and imperfectionsOne side of the tube was paper thin and the other was slightly thinnerAnd due to the poor location of the obstyle wire sensors the heat from the design flaw of the headers it eventually caused their own product not to handle the pressure and heat combinationAnd even being made from steel if there were no material metal defect and design flaw these headers should've lasted many years if not decades.These headers cost me over $When I purchased these there was no problem with taking my moneyBut once their product fails they don't want to honor their warrantyIf they don't want to honor their warranty they shouldn't offer oneEnvironmental damage is a sy excuseI live in Boston area so we get a couple snow days a yearBut I wash my truck every weekUndercarriage wash and etcif the environment was damaging steel this badly the bottom of my truck would be falling apart as well, my foot would be going through the floor from so much environmental damage if the cause of this header were to be environmental damage than the (B pipes) not even ceramic coated and sit lower to the ground with a definite exposure to snow and environmentWhich also purchased from Doug Thorley which were installed January 2014, (months) prior to the headersThey look fine with minimal surface rustNo cracks no damage?

Good Morning,We here at Doug Thorley Headers do carry and uphold our Limited Lifetime Warranty on our headers productsBelow is a link to the policy posted on our website for further information.https://shop.dougthorleyheaders.com/pages/warrantyWe do apologize for the customer not getting through
to us via the lines of communication listed in the complaintWe would like to point out that contacting via Social Media pages is not the best route due to the infrequent activity and log in done by us here at Doug Thorley HeadersWe have had some major changes in the past few months and can understand that some phones calls during this time may have been missed but all voice mails left have been a point to contact back. This customer is welcome to take some photos of the damaged product and email them into us here at Doug Thorley Headers via our information email at [email protected]( also listed on our website int the contact section)This email must also contain a copy of the proof of purchase on the product in need of repair or replacementWe do require that the component be taken off the vehicle and sent into our facility to be examined whether or not the pictures provide enough evidence to determine the repair or replacement of the productThis process is crucial to us for multiple reasons such as; determination on repair or to replace the component, what might have caused the problem, and how to stop the problem from future items by logging in and cataloging the defectionThe determination of repair or replace typically happens the same day the part is returned to the DTH facilityIf the required action for the warranty process is to replace then the replacement will be shipped out as soon as possible for the defective part onlyGaskets and bolts will not be included without prior discussion between DTH Customer Service and the customerIf the product is determined to get a repair then we will have the product repaired and shipped back to the customer within hours after the product has been delivered to the DTH facilityAll replacement parts will be completed based upon current stock, if the part in question for warranty claims is not in stock then DTH will begin the production at the next available opening in the production schedule and will ship out replacement as soon as that production is completePer this specific instance we do have these headers in stock.If you have any questions please feel free to contact us at any time.Best regards,DTH Customer Service###-###-####[email protected]

Good afternoon,As seen in the pictures provided by the customer, the headers are completely worn out and rusted compared to the picture provided by the customer before installation with opening the boxThis customer purchased a gauge mild steel header that is ceramic coated inside and outIn the customers claims the headers where made with a thinner walled material, in which that statement is simply not true A link to the customers purchased headers on our website is provided to see how we list them and at what material gauge and type is used. https://shop.dougthorleyheaders.com/products/long-tube-headers-thy-470-l-cThe ceramic coating is not an assurance that the customer will be protected against rust or other possible environmental type damages, It is simply used as a deterrent to possible elements and reduce under the hood temperatures This particular customer lives in Boston in which his location and environment is different than a customer living in Phoenix, meaning his region is exposed to different types of weather and elements (i.e salt on the roads) compared to another part of the U.S.Our Warranty Policy posted on our website (link to policy https://shop.dougthorleyheaders.com/pages/warranty ) clearly states that we offer a "LIMITED LIFETIME WARRANTY" in which environmental damage is not covered due to the different regions in which our parts are usedIt also appears that the customers headers showed considerable high heat expose that caused an issue to the coating on the header, by which most likely occurred due to the customers' vehicle running too "lean"The "lean" running vehicle was also told to us by the customer during a phone call since the Revdex.com complaint from this customer This would be caused by either incorrect installation or other components nor working accuratelyWe have sold numerous sets of these headers and have not had complaints or warranty claims like this in the past nor would we continue to sell these headers if this was a known issue with all our products for this particular vehicle. The customer also stated that the coating should be covered on the Warranty, in our posted policy on our website it clearly states in the third paragraph "The bluing and discoloration of chrome exhaust products is considered normal, as is the dulling of ceramic coated products, and as such, coatings are not covered under the terms of the warrantyEnvironmental exposure and rust apparent during the extended life of products is also considered and excluded from the warranty.A determination was concluded this morning after seeing these same photos the customer directly emailed to us, in which we also stated that we cannot replace the customers headers under warrantyWe did offer a 30% discount to include free shipping to offset the cost of a new set if the customer decided to purchase another setHe did decline and informed us via email to complaints he is "going to post on facebook, forums", and explained that his attorney would be contacting us. At this time we consider the matter closed

Initial Business Response /* (1000, 5, 2015/06/24) */
For our products we offer a "limited lifetime" warranty against manufacturing defects to the original purchaser of the product. Even though our warranty is "limited lifetime" the scope of our warranty does not cover rust. The reason rust is...

omitted from our warranty is the majority of our products are manufactured of ferrous steel, and will rust in an open environment. We do coat many of our products in a thermal ceramic coating, which among other advantages it also creates a barrier against environmental exposure. However, we cannot dictate or control the environment in which our products are when installed by the end user, so rust has been omitted from our warranty since the inception of our policies.
The customer had contacted us regarding a warranty claim for rust buildup on his product. The customer provided adequate backup proving that they are indeed the original purchaser. Our customer service team informed the customer that although rust is not covered under warranty we were willing to make an exception and re-coat his product free of charge. All the customer needed to do was remove the product, package and ship it to us. We would then process cleaning and re-coating of the product and ship it back to the customer, again free of charge. This option was not acceptable to the customer because of the "down time" he would incur on his vehicle while the products was being processed. Although we understand the hardship not having a vehicle available to a person for a short time could make, that is an issue that we cannot make arrangements for.
Doug Thorley Headers went outside of our standard warranty policy and offered to re-apply the ceramic coating to the customer's product, even though rust is expressly not covered. We feel we offered a solution that goes beyond what we are required by our policies, and that solution was unacceptable to the customer. The offer stands open that if the customer would like to ship us his used product we will re-apply the coating free of charge.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cost to use their warranty would be more expensive then purchasing a new product.
Final Consumer Response /* (4200, 11, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was not out of their two year warranty, I would have to cut the headers off of the catalytic converter because they are welded to the headers as manufacturers directions, send them back and then re-weld them back to the catalytic converters. After cutting them and 're-welding I don't think a shop would warranty any fitment issues that would arise from this process.
Final Business Response /* (4000, 9, 2015/06/25) */
Once again, our warranty DOES NOT cover rust or environmental damage, which is the sole purpose of the customer's claim. We are offering to re-coat the product as a special courtesy. We do not foresee that shipping the product to us should cost more than $50-60. We have offered to take care of the rest of the costs involved in stripping, coating and return shipping. This is above and beyond our warranty policies, and this is what we will continue to offer to this customer.