23. Warranty - What if something goes wrong?

   We understand the importance of your vehicle to you and your family. We work very hard to ensure a high levels of quality and strive to "get it right" every time. With that being said, electronic or part failures can occur. While we strive for perfection, if something does go awry we stand behind our work and the parts we have provided to you. If a problem does arise, we will get you taken care of by repair or replacement as necessary. Our reputation for taking care of customers is solid. 

Standard Warranty Terms:
  Ford 6.0L FICM Modules - Assigned per service level purchased (From 1yr up to Lifetime)
  All Other Electronic Modules & Module Repairs - 1 year 
  USA Diesel Alternators -  2 Year with Lifetime Warranty purchase option 
  Ford Parts - Standard Ford/MotorCraft Warranty 
  Aftermarket Parts - Per Product / Manufacturer Assigned   

      Our electronic module warranty covers your part from failure and damage caused by our work. Damage caused by an electrical shorts external to the module, water damage, collision, and/or running with inadequate supply side voltage (i.e. weak batteries, extended cranking sessions, failed alternator) do not fall under the warranty coverage terms. The warranty does not cover anything other than the part itself. (we do not cover towing bills, shop charges, labor, etc.) 

        Note: If you have an issue with a part or module and seek to initiate a warranty claim, please call us first. See the bottom of this page for additional information related to loss/damage claims.   515-897-4459

     In most cases, we're able to determine the cause of a module or part failure. If, after a full warranty eval/inspection, no clear signs of an externally induced failure are observed, we will accept responsibility and warranty the module. If our findings do clearly indicate an external cause of the failure, we'll work with you to help identify the cause so you can avoid additional problems in the future.

     Individuals seeking warranty service are responsible for shipping the unit to our facility for diagnosis. Once received your unit will be fully evaluated. If the damage or root failure is found to be covered under warranty, your unit will be serviced and or replaced and shipped to you (via standard ground service) at no charge. 
      Be advised of the following:
a)  If a module is sent in to us under the auspices of a warranty claim and the unit is found to be fully functional/operational, a $199 diagnostic fee and return shipping will be charged.
b) If a module is sent in under the auspices of a warranty claim and there is damage to the unit caused by out of spec operational conditions, repair fees may apply. Return shipping will be charges to the customer.
c) In any instance, if it has been more than 30 days since the original date of sale, the customer is responsible for covering return shipping charges.   

        We simply seek to serve customers in the best manner possible and stand behind our products. At the same time, if someone has a fault condition external to a unit that causes a unit damage or someone makes a faulty diagnosis on a module, the customer assumes responsibility for the related repair or diagnostic charges.    

      Avoiding down time: If a customer has a potential warranty claim, can't afford down time, and needs a replacement shipped proactively, we can certainly fulfill this request. It is not without risk. In that scenario, we charge full price for the proactive replacement. (as if you were a new customer). Once your "suspect" module arrived and a full warranty evaluation was completed, we would: (based on findings) 
a) Manufacture or Product Defect - We'd refund the amount charged on the proactive replacement order (if within 30 days of purchase, we'll also cover the return shipping charges)   
b) Fully Functional Module -  Diag fee and return shipping charged - No refund issued 
b) Damaged Module / External Cause -  Diag fee. and return shipping will be charged - No refund on the proactive replacement will be issued 

         The above option, while far more convenient, does carry the risks outlined. Simply keep that in mind if you choose to go that route. We can appreciate how this might seem heavy-handed, but hope you understand that our time and resources are limited. If a module is sent in under warranty and is found to be working just fine we cannot sell it without having to disassemble, fully rebuild, and recondition the unit. If there is any way to have us first look at your module without having us send you a replacement proactively, that is the safer alternative even though it comes at the expense of dreaded downtime.

     Shipping Policy - GOLD PROTECTION - Optional Shipping Insurance:  We offer optional shipping insurance priced at approximately 3% of the order total. 
     
         NO SHIPPING INSURANCE PURCHASED (No Gold Protection)  - FOB Origin Terms     Customers who have opted out of buying shipping insurance have assumed responsibility for loss/damage during transit and will need to resolve any loss/damage issues directly with the carrier. (including filing the claim) Be advised that most carriers cap loss/damage awards at $100 (subject to carrier terms). As the shipper, we will forward any carrier insurance settlements on to the customer, but it is the customer's duty to deal directly with the carrier as they work towards a resolution. 
 
        INSURANCE PURCHASED (Gold Protection Added)  -  FOB Destination Terms
When a customer has purchased our optional Gold Protection insurance, shipments fall under FOB destination terms. This means we, as the shipper, share responsibility with the carrier for losses or damages during transit, and will handle filing any related claims on behalf of the customer. It is the customer's duty to report missing items or damaged product within 24 hours of delivery.  Subsequent to investigation and confirmation, insured customers will receive repair, replacement, or a refund (at our discretion) up to the purchase amount of the affected item/s. We strongly recommend insurance for all shipments, but especially so with orders over $100. 
   
         *** For all damage/missing item claims, carriers will require clear photos of the package/s and product damage, including a clear image of the related shipping label. (tracking readable)              
          Ultimately, we are in business to help people stay on the road, not to leave them holding the bag. Our reputation for taking care of customers and providing solid products and service speaks for itself, and you can trust that we will deal with you in a fair and balanced manner. But, keep in mind that you, as the buyer, will make a choice related to shipping insurance coverage. When you do so, you're making a choice as to who is responsible for loss/damage, and our level of involvement in filing any related claims. This includes communicating with a specific carrier and following up as they work towards a resolution.   

       Ultimately, we are in business to help people stay on the road, not to leave them holding the bag. Our reputation for taking care of customers and providing solid products and service speaks for itself, and you can trust that we will deal with you in a fair and balanced manner.