Quote:
Originally Posted by MFactory
You wanted the direct line to our engineer. All of our engineers are Taiwanese and so do not really speak English very well, so if you wanted to communicate with them, you would need to speak Chinese. THAT is what I told you. I in no way shape or form refused to let you speak to them
You made several trips yet you STILL were not able to provide what I had asked you several times for I.e the exact process your mechanic went through to diagnose the issue. Only then can I recommend you a course of action to further investigate the issue. EVERY time I asked you for this information, you just replied that I'm not helping you.
If I was not willing to help you, I would not be entertaining your request to warrant an out-of-warranty product. That is simply not the case here and I am still offering to help you under warranty regardless
As mentioned, either you ask your mechanic to provide us with the requested details (pretty difficult now though seeing as you've already removed and installed another driveshaft. I guess he was willing to do that for you though as you paid him to do it) so that we can investigate further, or ship the driveshaft back to us so that we can inspect it on our balancing machine. We will not pay the shipping cost when we don't even know what the issue is.
Edit: There is Zero chance of me requesting for your mechanic to check the driveshaft on a balancing machine; I simply wouldn't do that. Any checks and diagnostics that I would have asked for are simple things that your mechanic would be able to perform and help us to further diagnose the issue, but need to know WHAT your mechanic has already tried. THAT is what I asked for multiple times. THAT is what you refused to give me multiple times
I understand that you were in a hurry to get your car back on the road, but that does not give you the right to a brand new driveshaft nor a refund, especially not on an out-of-warranty product
We are well known to go above and beyond for our customers (like providing a warranty regardless, paying shipping costs, repairing parts even when it was customer error etc), but just as you have the full right to "share" your experiences on a public forum to "warn" potential customers, we have the right not to go above and beyond for you
Regardless, I an still willing to help you under warranty, but that is as far as I'm obliged to go.
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I didn't necessarily want a direct line to your engineers, I just wanted to speak to someone at MFactory about the issue vs. sending emails which was taking too much time. I gave you my personal cell number to try and resolve this. I didn't know what more I could provide you other that what we were specifically experiencing via my emails and the videos taken.