Xpel...Never again.
07-21-2016, 01:35 PM
#31
I had a bad experience with a authorized xpel installer as well. razor cuts, folds, dust trapped underneath...my 7 year old daughter can do a better job. they offered to redo the car but I just asked for a refund as I lost confidence in them. this was about 1 month ago on my prius. I did not escalate this to corporate. but maybe I will.
07-21-2016, 01:35 PM
#32
Addict
Rennlist
Site Sponsor
Rennlist
Site Sponsor
My installer did a good job on the installation itself, but I feel like there are more edge seems vs wrap around on the pattern that he used. It is so hard to get rid of the wax line at the edge of the film with an ABM car. Are there multiple patterns to choose from when they do these things?
Getting an experienced custom applicator would eliminate most of these seams; however, custom application is far more difficult to do...so finding one capable of doing a better job than a precut applier is an uphill battle.
Below are photos of how a custom app looks like (do note that not all custom installers are equal)
http://s556.photobucket.com/user/pre....jpg.html?o=23
__________________
PREMIER PROTECTIVE FILMS
ClearGuard PPF Specialists, Spectra PhotoSync IRD & CeraLuxe IRD, Authorized Modesta and Nanolex Dealer
www.facebook.com/premierprotectivefilms
B: 510-623-1308
sales@premiermobilegroup.com
See Our Projects! http://www.facebook.com/premierprotectivefilms
CLEAR BRA CLEANER -TRACK MARKS ON CLEAR BRA - PF1 TTR!
http://www.premiermobilegroup.com/pf1_products.shtml
PREMIER PROTECTIVE FILMS
ClearGuard PPF Specialists, Spectra PhotoSync IRD & CeraLuxe IRD, Authorized Modesta and Nanolex Dealer
www.facebook.com/premierprotectivefilms
B: 510-623-1308
sales@premiermobilegroup.com
See Our Projects! http://www.facebook.com/premierprotectivefilms
CLEAR BRA CLEANER -TRACK MARKS ON CLEAR BRA - PF1 TTR!
http://www.premiermobilegroup.com/pf1_products.shtml
07-21-2016, 01:49 PM
#34
Rennlist Member
I had the same nightmare a few months ago. I requested arefund and used a different installer, could not be any happier with the end result.
Last edited by 9914s; 07-21-2016 at 02:26 PM.
07-21-2016, 01:50 PM
#35
Addict
Rennlist Member
Rennlist Member
Seams are normal for precut patterns, especially when it comes to the front bumper, hood corners, fender edges, etc.
Getting an experienced custom applicator would eliminate most of these seams; however, custom application is far more difficult to do...so finding one capable of doing a better job than a precut applier is an uphill battle.
Below are photos of how a custom app looks like (do note that not all custom installers are equal)
Getting an experienced custom applicator would eliminate most of these seams; however, custom application is far more difficult to do...so finding one capable of doing a better job than a precut applier is an uphill battle.
Below are photos of how a custom app looks like (do note that not all custom installers are equal)
07-21-2016, 02:15 PM
#36
Makes sense, thanks. That custom app looks amazing... for the $1400 I spent though, I'm pretty sure the precut is the only option. Maybe I'll go custom if I ever buy one new.
07-21-2016, 02:43 PM
#37
Three Wheelin'
Thread Starter
I'm sorry to say that I had a subpar experience with a full XPel wrap done by a detailer relatively close to me that has a sterling reputation. As in, national reputation. Apparently, that's for details not for wraps, because my car has visible edges on almost every panel, unnecessary seams, etc. I also took a lot of photos and tried to get an opinion from XPel, finally they had someone get in touch with me and he turned out to be the sales rep for the area who told me it was done correctly, the installer was the best in the area, impeccable work, etc. ... eventually he told me that he only sells the product and knows nothing about installation, but he was sure they did a great job.
Gave up at that point. It's risky to remove the film because it can and will lift the clearcoat if it's not done properly, so good decision for you not to bring it back there.
Unfortunately, my car was a full wrap and cost a damn mint to do, but I went with this particular shop because of their reputation. It looks fine from 5 feet away so I'm leaving it alone rather than pay another fortune to have it removed and reapplied. But it's aggravating.
Caveat emptor, choose your installer carefully.
I hate to hear these horror stories and alarmed at the poor work. You pay hard earned money and expect great results. Seems few people take pride in their work anymore. I guess the only positive is that this guy won't be in business much longer given the poor work (and he shouldn't be either).
I had a bad experience with a authorized xpel installer as well. razor cuts, folds, dust trapped underneath...my 7 year old daughter can do a better job. they offered to redo the car but I just asked for a refund as I lost confidence in them. this was about 1 month ago on my prius. I did not escalate this to corporate. but maybe I will.
07-21-2016, 02:53 PM
#38
Three Wheelin'
Thread Starter
Hi Tim, it took XPEL corporate 10 days to return my email and they didn't even read it.... All I keep hearing is that they're too busy.
07-21-2016, 02:59 PM
#39
Always good to inspect the installers previous work before doing your own. Stop by the shop and inspect other cars.
I've learned my lesson the hard way in the past. PPF can be a huge pain. More hacks out there than legitimate great installers. I'd say, 10% are good and the other 90% of guys doing it suck. Not good odds.
The cream of the crop?? Like 5-10 guys nationwide.
I've learned my lesson the hard way in the past. PPF can be a huge pain. More hacks out there than legitimate great installers. I'd say, 10% are good and the other 90% of guys doing it suck. Not good odds.
The cream of the crop?? Like 5-10 guys nationwide.
Sometimes this is not possible and you must go on a recommendation of a client or manufacturer. Things fall through the cracks, we're all human it happens. But lack of accountability after the fact is not acceptable.
07-21-2016, 03:34 PM
#41
I feel like you're reading into the Xpel company's lack of caring a little too much. They make and sell plastic film. If I went to a dog park and wanted to sell dog poop wraps for owners, Xpel would probably be happy to recommend my services as long as I was buying their plastic film. Since a bad install doesn't suggest that the film itself is defective, they probably don't care how it's installed because it just makes the installer look bad. Plus what is an atrocious job to an enthusiast, a normal person may not even notice.
07-21-2016, 03:54 PM
#42
Basic Sponsor
Rennlist
Site Sponsor
Rennlist
Site Sponsor
All,
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
__________________
XPEL Inc.
Support@XPEL.com Phone: (210) 678-3700
XPEL.com "Like" us on Facebook Follow us on Instagram
XPEL Inc.
Support@XPEL.com Phone: (210) 678-3700
XPEL.com "Like" us on Facebook Follow us on Instagram
07-21-2016, 03:58 PM
#43
Banned
Join Date: Jan 2016
Location: Where aspirations are natural
Posts: 4,389
Likes: 0
Received 41 Likes
on
32 Posts
All,
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
Xpel offered a refund?
Your rep told me is was the sole discretion of the installer that screwed me.
07-21-2016, 04:42 PM
#44
Three Wheelin'
Thread Starter
All,
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
I’m not sure where all the misinformation is coming from or why, but I’ve spent the last few hours talking to those involved in this and reading the email exchanges between the customer and our staff, and I get a completely different story than what I am reading here.
From what I see, the rep who initially viewed the car agreed that the bumper and mirrors should be replaced and the installer agreed to replace them. The customer didn’t want to go back to the same place, so we suggested another installer to take care of it. When that wasn’t acceptable either, we offered a refund. The rep was traveling when the initial complaint came in so it did take a few days to get resolved, but there were numerous emails and conversations in the meantime that took place letting him know what was going on.
As the manufacturer of the film, and not the installer who put it on the car, I’m not sure what else we could do to help get the problem resolved.
Also, for the record, the warranty we offer does cover, and always has covered, labor as well as the film. We take the warranty extremely seriously and there is no gimmickry to it in any way. If you haven’t read it, it’s on our website at http://www.xpel.com/xpel-protection-film-warranty/ and posted below.
As before, we stand ready to help. The last email we sent was never responded to.
Respectfully,
Tim Hartt
Co-Founder, Chief Operating Officer
XPEL Technologies Corp.
-------
Warranty Coverage
XPEL warrants XPEL ULTIMATE Paint Protection Film to be free from defects in materials and workmanship for ten (10) years from the date of purchase. Covered defects include yellowing, staining, cracking, blistering, and delaminating. This warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, accidents, collisions or intentional damage of any kind.
Claims Process
To file a claim, first attempt to contact the Authorized XPEL Installer who performed the installation. In the event you are unable to contact the original Authorized XPEL Installer, for any reason, please contact XPEL at (800) 447-9928 or support@xpel.com. You must retain the warranty card, a copy of your original receipt identifying coverage areas and remit to XPEL as requested to process your claim. For valid claims, XPEL will have an Authorized XPEL Installer remove and reapply XPEL Protection Film to areas determined to be covered by the warranty including parts and labor.
Limitations
The warranty and remedies described above are the exclusive warranties available. Authorized XPEL Installers do not have authorization to modify or extend the warranty in any fashion. XPEL will be solely responsible for determining validity of all claims and reserves the right to deny claims that do not meet the criteria as described above. The replacement of the defective film, including parts and labor, is the exclusive remedy; liability does not extend to any other damages, incidental, consequential, or otherwise. Reimbursement for labor charges covered by this warranty will be made directly to the Authorized XPEL Installer and will be calculated by using the coverage allowance published by XPEL.
You are forcing me to upload my dash cam video and the phone conversation I had with your local rep, I didn't want to do it, but you can't step in here and lie on a public forum.
No refund has been offered, your rep didn't agree the bumper film should be replaced.
Do you understand I have it in video?
You have talked to everyone involved? NOT ME! You didn't bother talking to me.
"The last email that was sent was never returned?"
ARE YOU KIDDING? Look at the attached screenshot. I'm the last one that wrote you AND called you.
Again to everyone reading, this is XPEL COO lying on the forum.
Wait let me repeat it, I HAVE MY INTERACTIONS WITH YOUR REP ON BOTH MY DASHCAM WITH AUDIO AND OUR PHONE CONVERSATIONS.
Also what do you mean by "you're merely the manufacturer"?. You instructed me to go to that particular shop and now you're doing the same with the removal. Ask your legal department what legal implication is involved.
Last edited by GiuseppeM; 07-21-2016 at 06:16 PM.
07-21-2016, 06:44 PM
#45
Basic Sponsor
Rennlist
Site Sponsor
Rennlist
Site Sponsor
Giuseppe,
The refund was offered in an email from Jeff Phillips dated yesterday (July 20th) at 2:19 PM along with two other bits of correspondence. I hadn't seen your latest response in regards to the drive time etc. by the time I posted my response to this thread since it had just come in this afternoon (well after you started this thread I might add) and was not addressed to me. Your screenshot also shows that you called Jeff Phillips, not me.
If you have audio/video that shows something contrary to what I have read in the email exchanges, case logs and what I have been told by those involved, I would very much like to see it. If someone here at this company has been dishonest with me, you can bet I will take care of it. It is, and always has been, XPEL's policy to ensure 100% customer satisfaction regardless of the situation.
R_Rated, if you have an unresolved issue, please let me know and I'll look into it for you.
Tim
The refund was offered in an email from Jeff Phillips dated yesterday (July 20th) at 2:19 PM along with two other bits of correspondence. I hadn't seen your latest response in regards to the drive time etc. by the time I posted my response to this thread since it had just come in this afternoon (well after you started this thread I might add) and was not addressed to me. Your screenshot also shows that you called Jeff Phillips, not me.
If you have audio/video that shows something contrary to what I have read in the email exchanges, case logs and what I have been told by those involved, I would very much like to see it. If someone here at this company has been dishonest with me, you can bet I will take care of it. It is, and always has been, XPEL's policy to ensure 100% customer satisfaction regardless of the situation.
R_Rated, if you have an unresolved issue, please let me know and I'll look into it for you.
Tim