I don't understand why a card would be needed for a product with a lifetime warranty.
If it's an Airdog, it should be under warranty, right?
If it's an Airdog, it should be under warranty, right?
Air Dog-II-165
- Thread starter GMC_2002_Dmax
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"requires a warranty or product registration card to contain a statement that failure to complete and return the card does not diminish a consumer’s warranty rights."
We do not deny you all warranty services if you don't send the card in, you still have a 1yr warranty. It states that right on the card.
Why is it that it's so hard to understand the fact that it's a Limited Lifetime Warranty. Meaning that you do not open the box and magically have a lifetime warranty. The LIMITED part means the card needs to be sent in for you to get it. Otherwise you have a 1yr warranty. Just man up and say you didn't send the card in. I/we have our story straight. Go look at the green card (cause i'm sure you either still have it or maybe threw it away) and read the bottom, better yet here is a pic at the bottom.... Ha and oh look a card that someone sent in, guess i should throw this out before the guy calls in seeing how that's what we do. :spit:
Now I understand some get lost in the mail but we can't contol that, nor is it our responsibility to make sure you send it in. We do our best to make it perfectly clear that it needs to be sent in. The card is BRIGHT GREEN and there is a sticker on the outside of the box that states TIME SENSITIVE MATERIAL INSIDE. I'm a consumer as well and I know I wouldn't be blaming someone else if I didn't do something that's clearly stated (that's not directed at everyone). Hell to be honest, when i purchased my AirDog 2yrs ago i never sent the card in, i'm still running that very same pump with zero issues.
Last week was tough because Josh was here by himself and bombarded with calls. Not only is he fairly new, but he's trained to do it by the book. If we don't have the card on file and the unit is over a year old, it's out of warranty. He's not in customer service so he doesnt' have the "understanding or work with you attitude". Which is the reason I say that if you have a problem speak with me and i'll see what I can do for you.
Anthony, I know you didn't send the warranty card in, just based on your responses I can tell that. You think that you're above it all, yet fail to realize that a simple green piece of paper would have saved all this bitching and moaning. You were in the wrong, yet you made it a point to call everyday and not only curse at our employees here, but also make it a point to talk about how you "know people" and that we ARE going to take care of this unit. I'm glad to see you're so appreciative that we did bend the rules and take care of you. :thumb:
I understand that you may have been bounced around a bit while trying to speak with Josh and I apologize for that, I really do. I'm know you were advised that he was here by himself and that I wasn't here.
Oh and as for your FASS comment of people jumping ship, their warranty is exactly the same, after all they did follow in our footsteps. I have played the middle man trying to get a new unit warrantied by them and I can tell you there are alot more hoops to jump through than you even care to imagine.
In the end we are not here to screw people, we wouldn't be in business for 17yrs if that was the case. We do realize there are some improvements to be made but they can't be made overnight. Over the past 6-8 months we have made many changes to help the longevity of the kits. Everything we currently use is made in the USA, we could go overseas and get a better motor but we choose to stay with USA made products. I'm sorry if you don't agree with our warranty policy but it's the way the world works, i'm not totally here for damage control, people can make their own decisions, i'm simply here to play defense and lend a hand where and when I can.
Thanks
Kyle
We do not deny you all warranty services if you don't send the card in, you still have a 1yr warranty. It states that right on the card.
Why is it that it's so hard to understand the fact that it's a Limited Lifetime Warranty. Meaning that you do not open the box and magically have a lifetime warranty. The LIMITED part means the card needs to be sent in for you to get it. Otherwise you have a 1yr warranty. Just man up and say you didn't send the card in. I/we have our story straight. Go look at the green card (cause i'm sure you either still have it or maybe threw it away) and read the bottom, better yet here is a pic at the bottom.... Ha and oh look a card that someone sent in, guess i should throw this out before the guy calls in seeing how that's what we do. :spit:
Now I understand some get lost in the mail but we can't contol that, nor is it our responsibility to make sure you send it in. We do our best to make it perfectly clear that it needs to be sent in. The card is BRIGHT GREEN and there is a sticker on the outside of the box that states TIME SENSITIVE MATERIAL INSIDE. I'm a consumer as well and I know I wouldn't be blaming someone else if I didn't do something that's clearly stated (that's not directed at everyone). Hell to be honest, when i purchased my AirDog 2yrs ago i never sent the card in, i'm still running that very same pump with zero issues.
Last week was tough because Josh was here by himself and bombarded with calls. Not only is he fairly new, but he's trained to do it by the book. If we don't have the card on file and the unit is over a year old, it's out of warranty. He's not in customer service so he doesnt' have the "understanding or work with you attitude". Which is the reason I say that if you have a problem speak with me and i'll see what I can do for you.
Anthony, I know you didn't send the warranty card in, just based on your responses I can tell that. You think that you're above it all, yet fail to realize that a simple green piece of paper would have saved all this bitching and moaning. You were in the wrong, yet you made it a point to call everyday and not only curse at our employees here, but also make it a point to talk about how you "know people" and that we ARE going to take care of this unit. I'm glad to see you're so appreciative that we did bend the rules and take care of you. :thumb:
I understand that you may have been bounced around a bit while trying to speak with Josh and I apologize for that, I really do. I'm know you were advised that he was here by himself and that I wasn't here.
Oh and as for your FASS comment of people jumping ship, their warranty is exactly the same, after all they did follow in our footsteps. I have played the middle man trying to get a new unit warrantied by them and I can tell you there are alot more hoops to jump through than you even care to imagine.
In the end we are not here to screw people, we wouldn't be in business for 17yrs if that was the case. We do realize there are some improvements to be made but they can't be made overnight. Over the past 6-8 months we have made many changes to help the longevity of the kits. Everything we currently use is made in the USA, we could go overseas and get a better motor but we choose to stay with USA made products. I'm sorry if you don't agree with our warranty policy but it's the way the world works, i'm not totally here for damage control, people can make their own decisions, i'm simply here to play defense and lend a hand where and when I can.
Thanks
Kyle
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But I still don't understand why the card is needed to "activate" the lifetime warranty. If it's an Airdog, shouldn't it have the lifetime warranty?
You're basically saying it does not have a warranty (beyond one year) unless the card was sent in. Why have that requirement? Why not just stand behind the product, regardless of whether a card was mailed in?
Just curious.
You're basically saying it does not have a warranty (beyond one year) unless the card was sent in. Why have that requirement? Why not just stand behind the product, regardless of whether a card was mailed in?
Just curious.
It's more of a registration so we can track users and continued issues should they arise with a certain serial number or user. We can't just offer a Lifetime Warranty on the unit out of the box, there needs to be a way to track them. Some people sell them or they sell the truck with the unit on it, therefore should the lifetime warranty card be on file from the orig owner the warranty doesn't transfer over.
Now I know what people say, "but I am the orig owner", this may be true but then that should mean that you saw the card when you bought the unit and hopefully read it, yet decided not to follow through with a simple procedure to ensure there wouldn't be any issues in the future.
I personally don't know of any electronic unit that is outside 100% of the time and offers a Lifetime Warranty. We're not saying we won't stand behind the product, we're doing our part within the means of our warranty policy. Once it's beyond that the consumer takes a bit of the responsibility.
If people write on the card that they would like an email or phone call conformation then we do follow up. Literally we get over 100 cards a week, so thankfully not everyone wants a follow up lol.
Okay. Well, if the warranty is only applicable to the original owner, I can see now why the card is required.
Otherwise, how else can you tell who is eligible for the warranty (original owner) and who is not (non original owner)?
Thanks for clearing that up.
Otherwise, how else can you tell who is eligible for the warranty (original owner) and who is not (non original owner)?
Thanks for clearing that up.
Once agian kyle, in the state of CA if you say life time warranty but only a year warranty when you don't send in the card, then you have diminised my right as a consumer. This is clearly against the law.
California Civil Code § 1793.1(a)(1) requires a warranty or product registration card to contain a statement that failure to complete and return the card does not diminish a consumer’s warranty rights.
Also, the statment you are so proud of at the bottom of the card
"FAILURE TO PROPERLY FILE YOUR WARRANTY REGISTRATION CARD WILL AUTOMATICLY RESULT IN A ONE YEAR WARRANTY"
in itself is against the law. Along with the very title of the document
"WARRANTY REGISTRATION CARD" also a clear violation of California Civil Code § 1793.1
(b) No warranty or product registration card or form, or an electronic online warranty or product registration form, may be labeled as a warranty registration or a warranty confirmation.
You twice have labeled this form a warranty registration.
No place on this form do you have in a clear and conspicuous manner, that do all of the following:
(A) Informs the consumer that the card or form is for product registration.
(B) Informs the consumer that failure to complete and return the card or form does not diminish his or her warranty rights.
Also in violation.
I said it in a previous post, I think you missed it, so I will say it again.
A little common sense would go a long way with you guys.
The thing is I have recomended air-dogs to my friends and made numerous post about how I liked my air-dog.
Now what seperates good companies from the bad companies is not how they react when the product is doing good but when there are issues. air-dog is a perfect example of a epic failure.
kyle, as far as "maning up" you guys are the ones that should man up and stand behind your product, not hide behind a illegal form.
California Civil Code § 1793.1(a)(1) requires a warranty or product registration card to contain a statement that failure to complete and return the card does not diminish a consumer’s warranty rights.
Also, the statment you are so proud of at the bottom of the card
"FAILURE TO PROPERLY FILE YOUR WARRANTY REGISTRATION CARD WILL AUTOMATICLY RESULT IN A ONE YEAR WARRANTY"
in itself is against the law. Along with the very title of the document
"WARRANTY REGISTRATION CARD" also a clear violation of California Civil Code § 1793.1
(b) No warranty or product registration card or form, or an electronic online warranty or product registration form, may be labeled as a warranty registration or a warranty confirmation.
You twice have labeled this form a warranty registration.
No place on this form do you have in a clear and conspicuous manner, that do all of the following:
(A) Informs the consumer that the card or form is for product registration.
(B) Informs the consumer that failure to complete and return the card or form does not diminish his or her warranty rights.
Also in violation.
I said it in a previous post, I think you missed it, so I will say it again.
A little common sense would go a long way with you guys.
The thing is I have recomended air-dogs to my friends and made numerous post about how I liked my air-dog.
Now what seperates good companies from the bad companies is not how they react when the product is doing good but when there are issues. air-dog is a perfect example of a epic failure.
kyle, as far as "maning up" you guys are the ones that should man up and stand behind your product, not hide behind a illegal form.
Its a lifetime warranty... its warrantied until it dies, then its not alive anymore to be warrantied! Lol
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No problem.
I see what you're saying with the warranty card, however, the unit is not made in california. When the cards are written they are to conform with the state laws in which they are written in. In which case I would imagine they conform with Indiana law.
It is legal in our state, as for other state laws i'm not sure. Obviously there may be a grey area in CA, as they seem to make their own laws. I'm not a lawyer so i can't speak for certain. This is just my .02
Gonna try and make this as quick as I can. Gonna be tough. There are to many things here that bother me that need to be cleared up. There are a few bad experiences here making everything look bad for the whole company. Out of the very high quantity of pumps sold. These few should not have much of an effect. Keep in mind these people are mad. The person that started this mess even had his pump covered under warranty without knowledge of this thread.... I'm sorry it came to this but we did our best to help out and there are policies that people have to follow. I hope the below helps clear things up for those in question of AirDog and those already doing business with AirDog. You are a customer of ours and we will do our best to help you out.
1. Our warranty policy is what it is. We offer a lifetime warranty if the card is filled. To my knowledge only 1 other company even gives you that option. They made that move after we put it in place. AT NOT TIME would a warranty card card be ignored to try and get out of covering a pump. IF that ever happens and I find out. There will be people looking for new jobs and they know that. It doesn't cost the tech's any money by covering it so they have no reason to lie about it. We pride ourselves in customer service so if anything they will find an excuse to cover it rather than avoid it. I don't like to hear about pissed off customers but it will happen.
2. Concentrating on bettering the system.
This has been probably the hardest the item we have concentrated on the last couple years. TONS of R&D!! It takes time. Once its done we then have to apply what needs to be done. As of March or May of this year. Those changes were put into manufacturing to help the life of our pumps.
3. I think you would be VERY surprised of how very few actually send in their card.
You will be surprised again at how many send it in with just their name on it.
Then another time on how many don't send the receipt.
When this happens we don't just throw them away. If you send in a card with no receipt. It still gets filed.
When you don't fill the card out but send the receipt with the card. It still gets filed.
If you send in a blank card in an envelope. Yes it gets thrown away. What I put on the forums about these things isn't to threaten. Its in hope that some will pay attention and actually spend 30 seconds to fill them out.
4. We have NO IDEA where these pumps get shipped to. We have many distributors that ship these items out. In noway can we see where they ship to. I wish we could because it would help us out on this situations but we can't. Its left up to the end user to send it in. People think that everything is shipped straight from here to them. That is not the case as at all.
5. Selling a replacement motor and tower along with a new lifetime warranty. I personally recommended this and had this put in place. It was to give those who didn't send in their card or for the lost cards or for the guy that actually didn't send it in. To have the opportunity to purchase a lifetime warranty along with a brand spankin new pump for MUCH cheaper than having to buy a new kit. If this was an attempt to make money. I would put a much higher cost on it. In way did this cross my mind to be in favor or ourselves when doing this. I thought he could be helpful to others.
To sum things up. I'm not pointing fingers and saying anyone did or didn't send in their card. All I can tell you is if we do not have it. We did not receive it. If you would like to ensure that it was received. Send it sig required. You guys would be VERY shocked to has how many pumps go out the door each day and how very few warranty cards are sent in. If you have any questions about ANYTHING. Feel free to email me. I will be glad to speak with you. But enough has been said in this thread and its only a back and forth battle with some bad experiences.
Kyle or myself with not respond to anymore post in this thread. Again email me if you have any questions.
Anthony Reams
[email protected]
1. Our warranty policy is what it is. We offer a lifetime warranty if the card is filled. To my knowledge only 1 other company even gives you that option. They made that move after we put it in place. AT NOT TIME would a warranty card card be ignored to try and get out of covering a pump. IF that ever happens and I find out. There will be people looking for new jobs and they know that. It doesn't cost the tech's any money by covering it so they have no reason to lie about it. We pride ourselves in customer service so if anything they will find an excuse to cover it rather than avoid it. I don't like to hear about pissed off customers but it will happen.
2. Concentrating on bettering the system.
This has been probably the hardest the item we have concentrated on the last couple years. TONS of R&D!! It takes time. Once its done we then have to apply what needs to be done. As of March or May of this year. Those changes were put into manufacturing to help the life of our pumps.
3. I think you would be VERY surprised of how very few actually send in their card.
You will be surprised again at how many send it in with just their name on it.
Then another time on how many don't send the receipt.
When this happens we don't just throw them away. If you send in a card with no receipt. It still gets filed.
When you don't fill the card out but send the receipt with the card. It still gets filed.
If you send in a blank card in an envelope. Yes it gets thrown away. What I put on the forums about these things isn't to threaten. Its in hope that some will pay attention and actually spend 30 seconds to fill them out.
4. We have NO IDEA where these pumps get shipped to. We have many distributors that ship these items out. In noway can we see where they ship to. I wish we could because it would help us out on this situations but we can't. Its left up to the end user to send it in. People think that everything is shipped straight from here to them. That is not the case as at all.
5. Selling a replacement motor and tower along with a new lifetime warranty. I personally recommended this and had this put in place. It was to give those who didn't send in their card or for the lost cards or for the guy that actually didn't send it in. To have the opportunity to purchase a lifetime warranty along with a brand spankin new pump for MUCH cheaper than having to buy a new kit. If this was an attempt to make money. I would put a much higher cost on it. In way did this cross my mind to be in favor or ourselves when doing this. I thought he could be helpful to others.
To sum things up. I'm not pointing fingers and saying anyone did or didn't send in their card. All I can tell you is if we do not have it. We did not receive it. If you would like to ensure that it was received. Send it sig required. You guys would be VERY shocked to has how many pumps go out the door each day and how very few warranty cards are sent in. If you have any questions about ANYTHING. Feel free to email me. I will be glad to speak with you. But enough has been said in this thread and its only a back and forth battle with some bad experiences.
Kyle or myself with not respond to anymore post in this thread. Again email me if you have any questions.
Anthony Reams
[email protected]
In September, I had to have my AirDog II 165 motor replaced, due to the original one leaking. They said warranty card was never received. Oh well, I paid the approximate $200.00 and got the new pump. Within a couple days of receiving the new motor, I filled out my warranty card "completely" and mailed it in. Today, 12-13-11, I called AirDog to confirm that my new warranty card was on file...............guess what, it wasn't. Somebody there must be throwing these things in the trash. Well, I talked to Jessica, who was very nice, and who looked up my information. Jessica confirmed when I bought the replacement motor directly from them, and over the phone filled out a new warranty card for me. Anybody having any doubts about whether your warranty card is on file, you better call them to check.
Maybe Air Dog should go with online registration ? With a confirmation email.
Seems in this day and age if you order something or receive something you get an opportunity to register online, but LIFETIME isn't one year, regardless of what a little green card says.
Kyle, to set the record straight, I was pissed, an AD-II costs $600, it isn't a small investment, and it lasted 2 months, it wasn't a big deal to myself or my brother, he is easy going as I am as long as I/we are treated fairly.
We didn't feel the need to rush out and bash Air Dog when it died or even complain online, we just figured it would be taken care of when the time came.
Maybe in Indiana you let people walk on you but not where I live, you do what you have to in order to make sure you don't get screwed, and I did what I needed to do, like it or not.
In my business I go out of my way to make sure my customers are happy, you would have to look long and hard to find someone who wasn't happy.
You live and die by how you treat people, if you are fair I would have been fair, but I won't get screwed without a fight.
As far as knowing people, I know a lot of people in the diesel industry, and I tune a lot of trucks, and when I recommend a lift pump, or hard part, or another vendor it carries weight with that person. You have no idea how many pumps you sold based off of my recommendation of your product, even after it failed I still recommended Air Dog.
This thread and the whole incident could have been avoided if Air Dog would have just honored a warranty and sent a replacement without a fight.
You need a better system as the owner stated hardly anyone even sends the card in, so why not just replace the dam things and be done with it ? The whole warranty card system sucks and clearly isn't doing anything but pissing off people when the pump dies.
Also Kyle, whenever you sell a product in another state it has to be compliant with local/state laws. In CT if you sell a gift card by CT law it cannot have an expiration date or a use by date. No matter what Indiana says if you do business in CT you are bound by CT law as well as CA law.
If I was the poster in CA I would demand you refund the money or else face a complaint from the CA Agency to get clarification.
Better have a lawyer advise you or stop selling in CA.
Seems in this day and age if you order something or receive something you get an opportunity to register online, but LIFETIME isn't one year, regardless of what a little green card says.
Kyle, to set the record straight, I was pissed, an AD-II costs $600, it isn't a small investment, and it lasted 2 months, it wasn't a big deal to myself or my brother, he is easy going as I am as long as I/we are treated fairly.
We didn't feel the need to rush out and bash Air Dog when it died or even complain online, we just figured it would be taken care of when the time came.
Maybe in Indiana you let people walk on you but not where I live, you do what you have to in order to make sure you don't get screwed, and I did what I needed to do, like it or not.
In my business I go out of my way to make sure my customers are happy, you would have to look long and hard to find someone who wasn't happy.
You live and die by how you treat people, if you are fair I would have been fair, but I won't get screwed without a fight.
As far as knowing people, I know a lot of people in the diesel industry, and I tune a lot of trucks, and when I recommend a lift pump, or hard part, or another vendor it carries weight with that person. You have no idea how many pumps you sold based off of my recommendation of your product, even after it failed I still recommended Air Dog.
This thread and the whole incident could have been avoided if Air Dog would have just honored a warranty and sent a replacement without a fight.
You need a better system as the owner stated hardly anyone even sends the card in, so why not just replace the dam things and be done with it ? The whole warranty card system sucks and clearly isn't doing anything but pissing off people when the pump dies.
Also Kyle, whenever you sell a product in another state it has to be compliant with local/state laws. In CT if you sell a gift card by CT law it cannot have an expiration date or a use by date. No matter what Indiana says if you do business in CT you are bound by CT law as well as CA law.
If I was the poster in CA I would demand you refund the money or else face a complaint from the CA Agency to get clarification.
Better have a lawyer advise you or stop selling in CA.
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Also, we are working towards online registration for everyone. This will make things easier and I hope to have it ready in the near future. Again we apologize for the issue we had. There are policies in place that the techs must follow. They can't approve anything with out management approval. You spoke with management and it got taken care of. Please don't think anyone was trying to take you for a ride. Those are not the intentions.
Please email with any concerns as I will not be able to keep up likely here on the forum. Thanks
Please email with any concerns as I will not be able to keep up likely here on the forum. Thanks
i dont feel that airdog should be blaiming the cards not getting to them due to the customer not sending them. Kyle sent me a PM asking for some info to see if my card was on record from two years ago when i bought it and had sent the card. you guys dont have it and i know for a fact i sent it in. never thought id have to make a copy of the card i sent or need any other type of backup to prove i did but Kyle is thinking it may have not been received due to when you guys moved. Kyle is taking care of this issue for me. I very much appreciate that and have been happy with my airdog. I just think this sending in a card allows for alot of "human error" on both sides and the middle (postal service).
Kyle, thank you for the PM and the willingness to take care of me. Its much appreciated. :hug:
and have been happy with my airdog. I just think this sending in a card allows for alot of "human error" on both sides and the middle (postal service). Kyle, thank you for the PM and the willingness to take care of me. Its much appreciated. :hug:
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If we thought the only reason was that people weren't sending them in. We would not be speaking about this or looking for better ways to get them in the system. We do understand there is to much room for lost cards when they do get sent it. Which is why I stated the online registration is being looked at. We are trying to do our best to help out everyone and make it easier for everyone involved. I apologize if it has caused anyone issues but I assure you its being handled.
What they need to do then is send you back a card to say they got it and is on file.
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