gooldin wrote:I’d just like to advise a warning to anyone who may be planning on purchasing anything from Outdoor Auto. The intention of this post is not to personally get at anybody, but just to warn others of my experience.
Recently I’ve had a warranty issue that I felt could have went a lot smoother so I don’t want to hear it happen to any fellow enthusiasts.
20 months ago I bought the Dobinson 50mm lift through OA (struts, shocks, springs). When washing the car after finishing a recent weekend trip out west (corrugated road) I noticed oil on the inside of the passenger wheel. After closer inspection I noticed it was coming from the strut, it was busted!
I called OA to report the problem as I was still under warranty and he informed me that Dobinson had stopped making a 50mm lift kit for the GV and are now selling 40mm max. I can only guess that this is probably due to my problem being quite common!? He also informed me that Dobinson will cover 2 new struts under warranty, but they won’t cover a new spring (which I thought was poor – it’s not my fault they stopped manufacturing the parts), and that the spring in my car will not work with the newer, shorter strut…and that I’d have to purchase 2 new springs from him @ $160.
So I told him I’d call him back. I then called Dobinson myself as I had heard they were quite good to deal with. Talking to the guys there they also agreed that they wouldn’t cover a new spring under warranty but that the spring in my car should be fine with the shorter strut. A bit hesitant…I figured I’d go with this option as there was no way I wanted to spend any more cash. So I called Outdoor Auto and told him what Dobinson told me and agreed to go ahead and only fit the struts but keep the existing springs.
After a few hours of thinking I emailed Outdoor Auto and asked if he could put some pressure on Dobinson (seen as he would have a better relationship with them than I would) to try and get them to cover new springs under warranty only then to go ahead and fit them. I figured the struts will only be maxing out all the time and I’d end up with busted struts again.
With no response to that email I figured the request didn’t go too well.
Anyway I dropped the car off on Saturday 28th Sept to get the work done on the following Tuesday (as I live an hour away and work during the week), and then I was going to go and pick it up that night.
I got a voicemail on Tuesday afternoon saying…”car is ready, if you could just give me a call in relation to payment for the springs”. WHAAAAAAATTTT???
I then sent an email (as I couldn’t talk on the phone)…..and this is how the conversation went…….
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Hey mate,
Just got your voice message. Mate, we agreed that I was gonna give it a go with the springs that were on it. Dobinsons reckoned they’d be ok. I only asked for the 40mm springs if you/dobinson were gonna cover it on warranty!
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No, i was going to try and get them on warranty but as i told you they were not interested. you did not clearly state just swap the struts.
i paid for the fitting, i paid for the alignment, at least you can look after the coils, you know that when the struts blew because they are not long enough
for the coils then dobinson would not cover the warranty again, now you have 100% dobinson in the front according to Dobinson specs and now your 100% covered by them.
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I never clearly stated to swap the struts. So why would you?
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im not having a stupid argument.
either pay for the coils or i can put the coils back in the car and you can pick it up tomorrow but im not paying for another wheel alignment
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I have to pick up my car tonight as I am going away tomorrow in it.
Tim I’m not trying to con you out, I’m telling the truth, this is how it is. Show me where I asked you to fit new coils?
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You know full well know we talked on the phone, TRUE COLORS are being shown here.
car will be out the front.
do not expect any contact returned ever in the future
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So I picked the car up that night and drove it home with new struts and new springs all under warranty….kind of.
The following Sunday the car would not return to centre after making a sharp turn (t-junction or similar). If I made a turn to the right, then drove straight and let go of the wheel…there was an awful pull to the right. Same thing happened when I made a left turn. After some inspection on a hoist and at a 4wd weekend with my local Club it was agreed that the strut bearings were buggered. Buggered. Less than a week after picking it up from Outdoor Auto.
I ordered 2 new bearings from Suzuki and yesterday had them fitted at my local suspension specialist. $320 out of my pocket later and my car is now driving straight. I asked the guys to hang on to my existing bearings so I could have a look. (Without telling him the history of the struts) He explained to me that it was simply down to improper installation of the bearings, and that’s what caused them to fail. When I told him the struts had been replaced less than a week before he laughed and said there’s your problem. You can see in the pictures below where they both failed.
After driving back to work I emailed Outdoor Auto to let him know what had happened.
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I would just like to inform you that the bearing plates had been installed incorrectly when getting the new struts in, and therefore failed a few days later.
$320 later and I’ve got new bearings installed.
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:-) thanks
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Smiley face and thanks!! How’s that for a response from a Business?
