Kappers Fabricating, Inc.

I am rejecting this response because:
I still feel that even if this was a user error, the winch should have been repaired, and was still inoperable upon receiving, when sent back to them the first time. I do not have any trust that they will
repair, or are willing to work with me any longer to help with this issue. I received a inoperable unit, performed diagnostic test, that I was told to perform (check for available voltage at winch) and then was told that test "proved nothing." Even if it means sending the entire unit back, I would like my $paper weight refunded and out of my life

Please see reply in the attached PDF Files

Customer did send the winch into us to repair.  We did go through the winch and fixed the only issue we found was a twisted lead from the customer over tightening the winch leads and not holding the bottom nut while tightening.  We repaired this issue at no cost.  Customer also stated in a few comments that he believed the gears where locked up.  We inspected the gears and there was no issues with the gears.  During the gear inspection we also re-greased the gearing at no cost.  After all inspections have been gone through and repairs done at no cost we put the winch on our winch test bench and operated the winch raising and lowering a 500lb weight.  Everything tested out on the winch with no issues.  We shipped the winch back to the customer at no cost even though our warranty claims we do not have to.  Once the customer called after he received the winch, he stated he was having more issues with it.  We tried to ask him to test a few things.  He was very rude on the phone and in his emails and we still proceeded to help him.  He sent us the test results but did not run the winch directly to a power source as he was asked and argued on why he had to do it.  Customer continued to be very difficult.  We explained to him that he may have another issue somewhere else in the wiring or possibly in the contactor (winch controller box)but never really tried to listen or work with us.  He was no longer willing to work with us and just wanted his money back for a product that he misused and damaged.  We are still willing to work with him regardless of his inability to work with us.  If he is unwilling to go through our free trouble shooting over the phone or email, he once again always has the option to send the unit back into us to completely go through the winch a second time.  This time we will require everything and not just the winch itself.  We will need the contactor, the wires and the controllers.KFI Products General Manager