In regards to the complaint filed by Mr. [redacted]
We have made it well known to the customer that we are more than willing to work to resolve the issues that he has been having with his vehicle's (2005 Audi A6) lighting system at no cost to him. We stand by our warranty for all of our...
customers and always strive to provide great products and great customer service as well.
In this particular case, we have experienced various problems with the vehicle accepting the custom aftermarket equipment that the customer requested.
Before any work had begun on our part, the technician noticed numerous problems with the vehicle.
First off, it was clear that the vehicle had been wrecked and repainted. The hood struts were missing. There were factory bolts and screws missing. One of the back caps was completely missing, and the other side's cap was found dislodged into the fender liner. Both headlight lenses had endured 10+ years of sun damage and were peeling and faded. There were multiple error lights on the dash due to damaged adaptive lighting modules inside the headlight assemblies.
[redacted] was made aware of the numerous problems and advised to purchase a new set of OEM headlights to avoid any future possible problems with his existing lights. Due to the cost difference, he elected not to upgrade and requested that we work with what he had. We explained to him that Audi vehicles run on an advanced Can-bus system which is designed to only accept the original equipment and may shut off sporadically when the vehicle thinks the lighting is malfunctioning in order to protect its electrical system. This occurs because HID and LED systems draw less power than the OEM halogen bulbs made for this model.
Upon completion of the project, [redacted] was shown all the modifications that were done and was completely satisfied with the outcome. After the customer left our shop we received a call from him with some concerns about the way his lights were behaving; an appointment was made to have the vehicle looked at. When we got the vehicle back into the shop, we realized that there were more modifications that needed to be done for the fog lights to work properly. All work was done at no cost and the vehicle's lights all worked properly.
After a few weeks, the customer returned with more problems with the fog lights being rejected by the Audi's Can-bus system. We repaired the problem, again at no cost. [redacted] requested he be given a full refund based on the fact that he had to keep returning because of the problems. We apologized for the issues and/ or inconveniences , but told him that the company has a strict NO REFUND policy on custom work (this was disclosed in the initial consultation that the customer signed off on and is also noted on all customer receipts) . We let him know that we would do everything necessary to resolve the problem with his lights, but he insisted on a refund. We respectfully reminded him that a full refund was not an option due to company policy; our policy only allows for a partial refund for the cost of the equipment after said equipment is returned. [redacted] then began accusing us of lying about the vehicle's problems noticed upon arrival and stated that if he did not receive a full refund that he would pursue other options to get his refund. We offered to upgrade his equipment at no cost to him in pursuit of his satisfaction, but to no avail.
Even though the vehicle was 10 years old, He was under the impression that since he had just purchased the vehicle and it was new to him, that it should not have any problems. We reminded him that before any work was started, we pointed out known issues and advised purchasing new OEM headlights to avoid future possible problems but he elected not to and to work with what he had.
Multiple witnesses and documentation can attest that we have been more than accommodating and that the above statements are true and accurate. We understand that [redacted] feels that he is entitled to a full refund, but due to company policy it is not an option.
We stand by our warranty for all of our customers and always strive to provide great products and great customer service as well.Respectfully,Bert - Manager The HID Factory[redacted]
In regards to the complaint filed by Mr. [redacted]
We have made it well known to the customer that we are more than willing to work to resolve the issues that he has been having with his vehicle's (2005 Audi A6) lighting system at no cost to him. We stand by our warranty for all of our...
customers and always strive to provide great products and great customer service as well.
In this particular case, we have experienced various problems with the vehicle accepting the custom aftermarket equipment that the customer requested.
Before any work had begun on our part, the technician noticed numerous problems with the vehicle.
First off, it was clear that the vehicle had been wrecked and repainted. The hood struts were missing. There were factory bolts and screws missing. One of the back caps was completely missing, and the other side's cap was found dislodged into the fender liner. Both headlight lenses had endured 10+ years of sun damage and were peeling and faded. There were multiple error lights on the dash due to damaged adaptive lighting modules inside the headlight assemblies.
[redacted] was made aware of the numerous problems and advised to purchase a new set of OEM headlights to avoid any future possible problems with his existing lights. Due to the cost difference, he elected not to upgrade and requested that we work with what he had. We explained to him that Audi vehicles run on an advanced Can-bus system which is designed to only accept the original equipment and may shut off sporadically when the vehicle thinks the lighting is malfunctioning in order to protect its electrical system. This occurs because HID and LED systems draw less power than the OEM halogen bulbs made for this model.
Upon completion of the project, [redacted] was shown all the modifications that were done and was completely satisfied with the outcome. After the customer left our shop we received a call from him with some concerns about the way his lights were behaving; an appointment was made to have the vehicle looked at. When we got the vehicle back into the shop, we realized that there were more modifications that needed to be done for the fog lights to work properly. All work was done at no cost and the vehicle's lights all worked properly.
After a few weeks, the customer returned with more problems with the fog lights being rejected by the Audi's Can-bus system. We repaired the problem, again at no cost. [redacted] requested he be given a full refund based on the fact that he had to keep returning because of the problems. We apologized for the issues and/ or inconveniences , but told him that the company has a strict NO REFUND policy on custom work (this was disclosed in the initial consultation that the customer signed off on and is also noted on all customer receipts) . We let him know that we would do everything necessary to resolve the problem with his lights, but he insisted on a refund. We respectfully reminded him that a full refund was not an option due to company policy; our policy only allows for a partial refund for the cost of the equipment after said equipment is returned. [redacted] then began accusing us of lying about the vehicle's problems noticed upon arrival and stated that if he did not receive a full refund that he would pursue other options to get his refund. We offered to upgrade his equipment at no cost to him in pursuit of his satisfaction, but to no avail.
Even though the vehicle was 10 years old, He was under the impression that since he had just purchased the vehicle and it was new to him, that it should not have any problems. We reminded him that before any work was started, we pointed out known issues and advised purchasing new OEM headlights to avoid future possible problems but he elected not to and to work with what he had.
Multiple witnesses and documentation can attest that we have been more than accommodating and that the above statements are true and accurate. We understand that [redacted] feels that he is entitled to a full refund, but due to company policy it is not an option.
We stand by our warranty for all of our customers and always strive to provide great products and great customer service as well.Respectfully,Bert - Manager The HID Factory[redacted]