T & V Trim & Carpentry, Inc.

From his initial email, he originally contacted our Hong Kong Distributor that helps service warranties in his areaAll Jetboil units have a year limited warranty against manufacturer defectsSince he did not have proof of purchase for the year warranty time, they advised they were unable to
assist him. In addition, this unit has been discontinued for 2+ years alreadyAlthough it is not impossible for him to have purchased within the last year, it is unlikely as most Dealers/Distributors will clearance out discontinued products within the first year of being exhausted from the product line.The item was not discontinued due to any type of issues, but rather a product decision to no longer carry the Titanium vessels as we introduced newer items.For your reference, below is a link to our warranty information.https://www.jetboil.com/warranty The email below is his first email sent to us on 1/19/18. dear sir/ madam I am camper from hong kong, and also a customer that purchase products from your company.I bought a jetboil sol titanium cookset from your company and it recently had been damaged.after I use it for several times, the heat ring was damaged under heati just wonder that who will expect the heat ring can’t tolerate the flame of the cookset? I had already contacted the dealer in hong kong, but they required the receipt of my cooksethonestly, I lost iti mean who will keep receipts for months after they bought things?so I can only seek help directly from your company, and I wish you can help me.thank you.yours, Wu HT, camper from Hong Kong He also provided a few pictures, but the below picture explains best what mostly occurred with this unit. Although the Sol Titanium system he has is a boil water only unit, there is still a standard boiling time that must be followedThe instructions state proper procedures for use and boiling times to follow.The blueish-green-grey colors on the bottom of the vessel is a clear indication that this unit was boiled dry, basically it was over boiled and all the water evaporated from the vesselWhen this happens, the unit can eventually become overly heated and could cause damage to the vessel, as you can see(Similar to any pot on a home stove as well that is boiled dry for a period of time).This is not a defect issue, but rather a misuse by the customer.In addition, since the customer did not have a receipt of purchase, the warranty time frame would also be invalid as it cannot be verified. Typically for all warranty inspections, we request the unit to be sent in for inspection if a valid receipt is receivedIf we determine the claim is not a warranty issue, we would offer replacement parts at a discounted price or an option to purchase a new vessel, also discountedSince he was outside the States (not easy to return items), he had no receipt to validate the purchase for any warranty and we no longer have parts available, we offered him a discount on a new unit. We offered him a 50% discount on a replacement unit and also offered to pay the International Freight charges (he would have to cover duties and taxes upon delivery)This is outside of our procedures, especially due to the customer being in Hong Kong and not under warranty.Also, we typically have our International Distributors handle these claims rather than shipping outside of the US directly, but we were still trying to assist the best we could. Our response below after he confirmed only water was boiled in the vessel: Thank you for your response. We no longer have Sol Titanium parts available as this product was discontinued a couple of years agoThe best that we can do is offer you a newer unit for 50% off, we would pay the freight but you would need to be responsible for the duties and taxesPlease let us know how you would like to proceed. The customer then replied again on 1/19/18:i think if your company no longer provides parts of titanium seriesyou should offer me a new one because it is your responsibility to make sure the quality of your products is good as I said who will expect the heat ring will be damage under HEAT!does your company know that this series of jetboil cant tolerate high temp flame so that you stop the production?it is not acceptable as a camper to have this kind of camping experience when I using your product. it is not acceptable as a customer even if you offer me a 50% discount. and you require me to pay for the duties and taxes and wish me happy camping?i think it is not happy to camping with your products(our signature replies says “Thank you and Happy Camping”, that is what he’s referencing here at the end). We replied with the following on 1/19/18:I am sorry that you feel that way. Usually we aren’t able to ship outside of the US but I did obtain approval so that I would be able to offer you somethingI sincerely wanted to do whatever I could to help you outBeing that this product is not within the warranty time frame, there really isn’t any more than I can offer His last reply on 1/20/18.I am so disappointed with your reply I think there are no excuses, like you cant ship outside US, if you really want to help me sincerely.I am also disappointed with your product, the quality of your product, and your post-purchasing service.on the other hand my friend can get a good post purchasing service from MSR company after he bought a tent and the tent was damage.if you insist to give me the offer as stated in previous email, I think I should seek help from other organisation or make a formal complaint