CLOSED - The Retrofit Source GB

Dane, here are my grounds. Passenger on left and drivers on right

 

Welp my driver side fog light gone bad. Xb led fogs got moisture in them
Hopefully can get a new set out monday
Update: driver side stopped working completely tonight.. Bummer

 

Interesting. Driver side hids only or driver side hids and fogs?

 

Fogs..
I only had the fogs on in the picture.

 

Just ordered up another set. Thanks, Andrew!

 

So far I've had horrible customer service.

 

Excellent detail.

I've had nothing but great service from TRS in the past. What's up?

 

So only one fog has condensation in it or both? We'd replace what was bad, not pairs. Please let us know!

How so?

 

I had an authorized retrofitter purchase all of the components through TRS. We had an issue with one of the wires for the fogs. Tried to get the issue resolved but TRS said since I did not purchase the kit, they could not warranty the product for me, but only the original buyer. If an authorized retrofitter purchased the kit, how is it not warrantied for me if I have an invoice as well as the original purchase invoice from the retrofitter? That I did not understand. This happened a few months ago, but it might have changed, no telling. Enjoy my setup though.

 

Yes, the products may have come from us originally, but you aren't a customer of ours, you're a customer of a reseller. They're responsible for you as a customer of theirs to handle warranty claims on your behalf.

If you had a bad meal from a restaurant, would you go to the butcher that sold them the beef or the company you bought the meal from?

Our apologies for any confusion.

 

As someone in the market for a retrofit this doesn't sit real well with me. Your analogy is inaccurate because there's a LOT that can change with the end product between butcher and table. Your product remains unchanged and should be considered the same product that left your control. Assuming the customer installed the item properly and didn't abuse it how can you say it's not your product? Please explain how you're able to wash your hands of warranty issues because someone purchased through an authorized dealer that you have a business relationship with.

 

Actually, the product CAN change, as it can easily amass thousands of miles traveling from us to the retrofitter to the customer. The retrofitter is also responsible for verifying the parts are in proper condition, and because we're dealing with parts on a very small scale here (namely optics and alignment of projectors), we cannot assume UPS and USPS will baby every package--we both know they won't.

Warranties on products are non-transferable, so it does matter that we know exactly who ordered the parts, from who, and at what point. This is nothing unique to TRS.

Also, as any wholesaler who signs up with us knows, this is part of the agreement that they sign to become a wholesaler--we can gladly help troubleshoot, but warranty replacements need to be taken care of through them.

If you're considering a retrofit, you'll likely buy the parts from us at 25% off, in which case we're the judge jury and executioner here and will take care of any of your concerns as a customer of ours.

 

Simply put, if your products can't survive a shipment then I don't trust they'll survive in my truck for any length of time. Saying that they can 'change' in two shipments (you to reseller and then owner) but not in one shipment (you to reseller) seems a little flaky at best.

In the end a customer owns your product and regardless of how they got it the fact that you're not standing behind your product and are looking for any way out doesn't sit well with me as a potential customer. If I'm paying money for a product I want to know it can handle the rigors of being installed in a road-going vehicle and I want to know that the source of said parts stands behind their product and doesn't look for any little excuse to wiggle out of warranty.

After all, what really separates you from every other supplier of aftermarket HID parts if it isn't customer service?

 

Clearly we stand behind products that ultimately even other companies sold and not from us directly. If it comes to it, we will take care of any issues. That's how we have hundreds of thousands of customers--because we're here for them.

 

You could just do the retrofit yourself save the hassle of any warranty issues. It's really not that hard took me 2 days to get it done mainly because of paint drying

 

Thank you for all the information and the discount Andrew!! Just picked up a 2012 and will be ordering a set very soon.

 

X2

 

I ordered the D2S mini 3.0 complete kit. Great product and I am more than satisfied. Although my shrouds (Gatling gun) are in no way fitting/clipping into the projector. I have called on site # with no answers as well as reached out to Andrew via DM, no response as well. It would've been nice if the website stated they wouldn't fit upon ordering somewhere in the product description. As of now I have modified me OEM headlight housings, baked and opened. So I'm left with an unfinished product and no headlights on my vehicle. I am currently renting a car for this reason. Don't get me wrong the quality of the actual kit is outstanding but so far I have had a sour experience.

 

I'm on the TRS side, here. If you don't but directly from the company, you should go through whoever you bought from. (Curious what the markup was as well).

The only time I'd expect a warranty from TRS in this type of situation is if there was a clearly stated 'Manufacturers Warranty' and/or warranty from whoever I went through. If that wasn't in the paperwork, then why try to go after the manufacturer.

 

Both have condensation. I got everything cleared up with Zach! Going to get pics for you soon