My Experience With Magnaflows Warranty/Customer Service

[Murdered Out Pony]

Well I think their warranty sucks and I'm still not going to buy anything from them.

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[RobHunt]

A close friend of mine purchased a MagnaFlow exhaust from HottExhaust in Canada. After about 5 years, the tip fell off which while inconvenient, stuff happens. The dealer stated that it would be easier to purchase a new one, have it shipped to his home and then send the other back for refund. The new one arrived quickly without problems and the old one returned. The only real problem was the refund, I guess it takes time process but his money was returned in less than 60 days. In the end, my friend was out some time replacing the catback and processing with the dealer.

All in all, I guess it comes down to the how the dealer works with you to solve the problem. Not sure that MagnaFlow is the issue, perhaps his dealer could have worked harder to help the guy out. We all work in companies that have rules/policies and MagnaFlow is no different.

 

[Barrel]

Loved the sound of my Magnaflow catback but had to have it altered to fit correctly under my 11 GT. Magnaflow refused to do anything about the shoddy craftsmanship. It's going to probably be Stainless Works or Borla for the 15 - will never buy another Magnaflow product.

 

[sqidd]

Am I missing something here, or maybe reading it wrong? You expected Magnaflow to send you a new exhaust based on you telling them your current exhaust was defective, without giving them any proof? Even you sending a photo of your exhaust could be faked.

Any time I've had a defective product of any sort, I would have to return the defective part before getting an exchange.

Maybe I'm just not getting it......

I offered Magnaflow pics and video as proof of the problem. Faking pics and video? Yeah, that is going to happen.

I offered to drive to the selling dealer so they could inspect it.

Magnaflow didn't care.

 

[sqidd]

Perhaps Magnaflow should've done the "bill you if you don't return the defective piece" with sqidd, but there's no mention of trying this avenue.

I told them I would give them my CC# and if I didn't return the faulty system in X amount of days they could charge me for the replacement system. They weren't having any of it.

Do you work for Magnaflow or something?

 

[Husker]

It

 

[sqidd]

While I understand your frustration, and agree that Magnaflow definitely could have handled the situation better, I really feel like someone should point out that the distance to the shop where you purchased, and the distance to the place that you chose to store your factory pieces are not Magnaflow's concern, and shouldn't factor into the conversation.

You can't hold them responsible for choices that you made.

I would be interested to read their warranty document - does it specify that defective equipment must be returned? Does it specify that warranty claims must be made through the installing dealer? If it says those things in the warranty document, then that is what you agreed to when you bought the merchandise. And if that is the case, it seems kind of crappy to trash them on the internet because they weren't willing to give you special treatment. If it doesn't say those things though, fire away.....

Not at all. I am *asking* what the warranty says. The OP's original post suggested that he had it installed by a shop - one that was more than 2 hours away, and indicated that it was an inconvenience to him that Magnaflow required that the claim be submitted through them.

If that requirement is enumerated is enumerated in the warranty documentation provided to the end user at the time of purchase, then it shouldn't come as a surprise when they require that.

I am just curious to know what it says.

Qwkynuf

Ok, I got curious, so I went and looked. It took me less than a minute to find warranty information on Magnaflow's website: http://www.magnaflow.com/warranty/index.asp

In the 3rd paragraph, it says (in its entirety):

The warranty certificate, along with proof of purchase, MUST be presented to the service outlet from which you originally purchased the exhaust product, or any participating dealer, when making a claim for replacement. The original exhaust product must also be returned and exchanged for a new exhaust product of the same part number. (emphasis mine)

Hmm....

* MUST be presented to the service outlet from which you originally purchased the exhaust product
* OR any participating dealer
* The original exhaust product must also be returned and exchanged for a new exhaust product of the same part number.

What was the question?

Oh, now I remember - the OP was upset because Magnaflow wanted him to submit his claim to the dealer where he purchased the exhaust, and that he had to return the defective one. And then he wanted them to throw him a bone because he followed the terms that he agreed to when he bought the parts.

The warranty also specifically excludes "cost of labor and any additional parts required to complete installation of a replacement product are not covered by this warranty." And "The manufacturer does not assume any responsibility for any consequential damages occurred by the exhaust product, or inconvenience or interruption in any operation."

So, as I said in my original post - I get that the OP is frustrated. I get that things didn't work out the way that he wanted them to. I get that he was inconvenienced. I even agree that the situation could have been handled better by Magnaflow - maybe they could have directed him to a nearer "participating dealer". If the interactions actually went the way that he described them, then yes, the customer service was less than ideal. But according to his own words and the text of the warranty document, he got exactly what he paid for.

Flexibility on the part of a vendor is a desirable thing. If I were in a situation where I was choosing between two otherwise identical options, and I was aware that one of the manufacturers had a reputation for going out of their way for customer service... that would probably heavily influence my decision. But a story like this, with all of the facts in hand, sure wouldn't steer me away from an option.

Qwkynuf

The entire point of my complaint is that Magnaflows warranty policies suck......If buy buying their product I agreed to them that doesn't change the fact that they still suck.

If you found out that to get warranty work done on your new Mustang you had to transport it 4 states away to an official Ford Warranty Center would you be Ok with that because it was spelled out in your warranty contract?

Just because it is spelled out in the agreement (warranty policy) doesn't mean that it's a good way to handle things.

"Warranty policy states that warranty coverage can only be claimed if said owner kills 100 puppies before returning defective item".

Hey, that was the agreement, it must be reasonable. Bow to your corporate masters.

 

[sqidd]

All in all, I guess it comes down to the how the dealer works with you to solve the problem. Not sure that MagnaFlow is the issue, perhaps his dealer could have worked harder to help the guy out. We all work in companies that have rules/policies and MagnaFlow is no different.

The dealer did work with me. They ordered the replacement system in ON THEIR DIME (Magnaflow doesn't give the dealer credit for the system until the junk one is returned) and then offered to swap it for me. I suppose they could have sent me the system and had me return the junk one. But that would have cost shipping charges both direction, and that is not cheap.

I do not fault the selling dealer one bit.

 

[USPSALIMITED]

The entire point of my complaint is that Magnaflows warranty policies suck......If buy buying their product I agreed to them that doesn't change the fact that they still suck.

The shady (or at least very impractical for most) written warranty is a big clue to look elsewhere.
The fact that they held to "company policy" rather than working with you is something I would find to be infuriating.

"Policy" or "we can't" answers are interpreted by me as "I won't authorize it so you really should go over my head and see if that helps".

 

[sqidd]

Hey Qwkynuf

I will no longer buy Magnaflow products because of their warranty policies.

Do you have an argument for that?

 

[mj]

I told them I would give them my CC# and if I didn't return the faulty system in X amount of days they could charge me for the replacement system. They weren't having any of it.

Do you work for Magnaflow or something?

Ha!

No I don't. Didn't read in your post that you did this. That's pretty reasonable on your part, and they should've accepted your offer.

 

[sqidd]

Ha!

No I don't. Didn't read in your post that you did this. That's pretty reasonable on your part, and they should've accepted your offer.

You didn't miss it, I forgot to include that tidbit. Sorry for the confusion.

 

[66coupe]

Ok, I got curious, so I went and looked. It took me less than a minute to find warranty information on Magnaflow's website: http://www.magnaflow.com/warranty/index.asp

In the 3rd paragraph, it says (in its entirety):

The warranty certificate, along with proof of purchase, MUST be presented to the service outlet from which you originally purchased the exhaust product, or any participating dealer, when making a claim for replacement. The original exhaust product must also be returned and exchanged for a new exhaust product of the same part number. (emphasis mine)

Hmm....

* MUST be presented to the service outlet from which you originally purchased the exhaust product
* OR any participating dealer
* The original exhaust product must also be returned and exchanged for a new exhaust product of the same part number.

What was the question?

Oh, now I remember - the OP was upset because Magnaflow wanted him to submit his claim to the dealer where he purchased the exhaust, and that he had to return the defective one. And then he wanted them to throw him a bone because he followed the terms that he agreed to when he bought the parts.

I don't think the wording of the warranty is the issue. Most companies write their warranties in a very one-sided way that inconveniences the customer. They do this so that they can advertise a warranty but not always stand behind it, as many people won't or can't go through the trouble required.

The issue is how you're treated when you make a claim. A lot of companies will work with you to be fair under the circumstances, regardless of what the warranty says. They value their reputation and their customers. In this case, it's impractical for most people to return the defective exhaust system and then let their car/truck sit until a new one comes and is installed. Magnaflow knows this. It's a fine example of writing a warranty in a way that will allow the company to weasel-out of honoring it.

Having the dealer verify the defect is reasonable, because sometimes people lie. The fact that OP chose a shop two hours away is his problem, not Magnaflow's. But OP did his part by going to the shop and letting them verify the problem. That should have been enough for the company to ship a replacement without requiring the defective exhaust to be removed and sent back first.

Unless OP is lying, Magnaflow sounds like a company to be avoided. They probably have someone reading this board. I wonder if we'll hear from them?

 

[Papaya]

Honestly?
I didn't read the warranty at all. I never changed an exhaust on my cars. There all stock. I know. But reading this story, I am surprised that he got a replacement at all!

Welding on a part by a private person at home, not a dealer or certified shop, what should have be later shipped back for investigation - should have voided the warranty right there.
I am not even pointing out the cutting, because it was a part what was originally from Ford. Thinking that he is one of Magnaflows best customers because he bought maybe 10 exhaust systems doesn't show me a "best customer". Sorry!

I am sure that Magnaflow never heard anything about you until you complained.
They know their dealers but not the customers of the dealer who sells this exhaust systems and installs them. If the warranty says that a claim has to be "proofen" by sending them back - than the customer service rep was right.
Now a question to you. If you had a company like Magnaflow/Bora/Ford Racing. You are getting every day dozens complains and stories. Would you give away thousands of dollars because customers are "saying"? On the other side. You would work for Magnaflow and sitting on the other end of the phone, would you give out "free" exhaust systems? I mean the service rep has to answer his boss why the company is loosing every week so much money and giving him proof why he made this decisions. It is his job what is in the line too.

I mean I feel for you! But Magnaflow doesn't know you. And I don't know. Maybe after 2008 a lot of Companies now looking for proof if someone has a claim. Nobody is giving strangers hundreds of dollars free stuff anymore.

Why do you think, living here in Canada, I don't buy these things? Shipping would not be an option for me. Nobody would pay me that back. I bought one time a Saeco coffee machine as "refurbished DEMO" in 2010 online from a online coffee machine dealer. Got the machine and she wouldn't make one cup coffee. I asked for replacement. They asked for the first machine to be send back. So I checked how much it would be. $189 shipping back to the USA. No way! I asked that they have to pay for it up front and they can have it back. I got the second one and she made nice coffee. Still have the other one for parts. I never bought there again. BTW: 1st time I serviced my Saeco, I figured out that the machine had a sticker inside showing "December 2002". This friggen machines were 8 years old when I bought them! That much to "Refurbished DEMO"

 

[Herr_Poopschitz]

Agree w/ comments of lack of negotiation due to unwavering 'policies'. I have a MagnaFlow catback on my Tacoma I bought used, and don't see how they justify the prices they sell their stuff for, personally - other than people pay it. That, w/ stories like this, ensure I won't buy any of their products firsthand.

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