I installed a new axle from Raxles in May 2011 on my GSR. Between my brother and I, we have purchased seven or eight axles from Raxles and have never had any problems with them. I also always appreciated working with the owner, Marty Cook, who was been prompt and friendly.

In the fall of 2012, the axle started going bad. I thought it was maybe the tie rods, steering column, or something other than the axles because I had so much trust in Raxles.

I emailed Marty in December asking about the probability that it was the axle. He never replied. Now I just emailed him again confirming that it is the axle and expressed disappointment that he never replied and also to advise on the lifetime warranty replacement process.

He emailed back saying that my first email slipped through the cracks (I'll give him the benefit of the doubt since he has always been responsive in past correspondences). He then went on to say that I have to mail him the axle and they will fix it. This means I would have a car without an axle for two weeks while the thing gets shipped to and from Florida. This, of course, is not an option for me and can't imagine how this would be for anyone.

VERY disappointed.

 

Sorry to hear that but for most warranties you do have to ship in their product for them to repair. This applies to all sorts of stuff, I'm an avid fisherman and I always need to send in my rod or reel to the manufacturer to fix. From your point of view I would understand and be frustrated by the fact that they took long to reply.

 

Good luck with the rest of life if that warranty discourages you. Otherwise, buy another axle, install it and send back the damaged unit for repair so you will not be without a car.

Autozone axles have the same warranty, you have to buy a replacement right then and there, or bring in the damaged one with you.

Otherwise, how can anyone trust people to send stuff back? I would suggest to review warranty policies, don't assume

 

I would argue it depends on the product. For example, my Verizon phone died and it was under warranty. They over night shipped a new phone to me. They then provided packaging for me to then ship back the defective phone. I didn't have to first mail my phone UPS ground shipping and wait for a new or repaired phone to come back. That is because a phone is something you cannot do without for an extended period of time. A car would be in that same category.

Being without a car for two weeks while it ships is not an option. How would that be an option for anyone unless they have two cars? Taking an axle to a store and getting another one the same day is a completely different scenario.

 

Regarding the trust point; the business takes a credit card number and charges the card if the product isn't shipped back. Raxles does that for when they ship out new axles. They will charge your card if you don't send back your OEM's. Verzion does the same thing.

I build businesses for a living. This is common sense to me. You can't expect someone to be without a car for two weeks and be satisfied.

I'm not assuming. I am disappointed. Their warranty statement on their site doesn't disclose the replacement process.

 

I've never had a problem with raxles. Maybe this is a bigger deal for you since you said you build businesses for a living. To most people like myself that don't have business degrees, that sounds like a pretty standard warranty procedure. Since you didn't call to inquire about the replacement process after you didn't find info about it on their website I don't think you have much room to complain. You assumed and you assumed wrong so you're the only one to blame. I also don't feel comparing Raxles to Verizon is fair. It's like comparing apples to oranges. It's almost a no brainer that the multinational corporation is going to be better when it comes time for a warranty procedure. I'm also fairly certain that Verizon details every bit of their warranty online.

 

1) Verizon has a deal with USPS/UPS/FedEx/etc. where they get really cheap shipping, substantially less than you get as a retail consumer. Do you have ANY idea how many defective phones are shipped back and forth? We once had a cell-phone provider as a customer. We made their "defective phone return" shipping boxes. Their orders were 100,000 at a time, every couple of months. Raxles is extremely unlikely to have anywhere close to that volume.

2) Shipping a small, light phone is NOT the same as shipping a big, heavy axle.

Here's a suggestion, considering that you've avowed your supplier to be a pretty good guy: Strike a deal with him. You order a new axle from him, pay for it up-front, and wait until it arrives. You swap axles, then ship the old one back to him. If, upon receipt, he agrees that the old axle was defective, then you keep the new one at no charge (he credits back your card). If he decides that the old axle was NOT defective, then you bite the bullet and let the new payment stand, with the fact in mind that you need this guy for future dealings and occasionally you have to eat some cost to maintain a good business relationship that saves you in the long run.

If you're a businessman, then you understand the give-and-take, and the need to take the long view with trusted suppliers.

 

That is because they already have your credit card on file and can bill you if you dont return your old phone.

 

this is verizion that has your credit and payment info. if you screw them, they screw you

marty has no recourse if he sends out a new axle and it's a scam

ask if you can pay for a new axle and have him refund the money upon receiving the old one if you need it pronto

 

Like many have said, you can't compare Verizon to Raxles. That's like comparing a mom and pops restaurant to Mc Donald's. Yes they should have similar business practices but they're just on two different pages of the book. It would be great if Raxles can ship you a new axle until they fix yours but they aren't that of a business to be able to take such a risk. Yes they should be able to ship you a new axle if they have your credit card number as leverage but its really up to the business to make that decision. No single person in the world can please every body. I can understand it can be irritating not to have a car to drive but there's ways around that which may be less preferred.

 

Guys, you totally missed the point with the Verizon comparison. I was comparing the procedure process, not the companies themselves. The fact that cars and phones are two things you cannot go without for an extended period of time, hence the different warranty process. And of course I do not expect over night shipping or anything more than standard ground.

The suggestions that were made is the suggestion I am going to make to Marty for going about this. Take my credit card number, ship a new axle, I ship back the old one, and if somehow the axle isn't covered under warranty then charge my card. That to me is reasonable. Not having a car for two weeks because of a defective part is not reasonable.

The fact that I have to change an axle in a Minnesota winter is bad enough.

If nothing else, this thread will serve as clarification of their warranty process.

 

I am just of the opinion that what is suggested should be the warranty process. I shouldn't have to negotiate for that.

 

won't work. no way to verify the card. he would have to charge it upfront and reverse it upon receiving the old axle

still. the attitude of they should just do it is really one sided. you aren't looking at this at all from the businesses point of view

believe it or not life really would go on without a phone or an axle

 

That is a dramatization. Yes life goes on. Is it acceptable for me to have to change an axle again and wait two weeks for a new one? I guess to you and others in this thread it is.

I am in fact looking at this from a business point of view. Charging my card up front and refunding is absolutely acceptable. If it were my business, that would be my procedure.

 

But then he is stuck with a refurbished axle that is unable to sell as new because he sent you a new one. It would be nice but I have delt with very few companies that would ship a replacement product before receiving a faulty item.

 

All of their axles are refurbished. He takes OEM axles and rebuilds them.

 

see if he will. this is typically how it's done. koni does exactly this if you warranty a shock with them