dr bob

So, for grins, how many warranty claims are valid, how many are customer-induced, and how many claims are out and out fraudulent? As a percentage maybe.

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For those playing along at home, I have the luxury of living within easy visiting distance of Mark's place, and have also purchased parts and pieces from DR, Devek and Roger over the years. Worst problem I've ever had has been with my bad ordering habits, like asking for a "care package" for a normal maintenance task. I sometimes end up with one or two extra parts, but that's certainly preferable to coming up a few critical pieces short in the middle of a weekend wrenchfest. So I have a new-spares box. So far, no need for "warranty" replacement of anything 928 except batteries, and I may or may not have needed those. Autozone probably hopes I'll buy enough oil or spark plugs to pay them back for the battery.

Cherish and care for our vendors. They make it a whole lot less inconvenient than it is for owners of other "interesting" cars.

jeff spahn

I know one of these guys personally. He isn't happy unless he screws whoever he deals with and short pays them for any or no reason at all. If someone doesn't give him is free whipped cream on his latte or free phone call in his hotel room he goes ballistic on them. If you pay for something for him he forgets. If he pays, he never forgets.

JWise

Choose your answer carefully, Mark's thinning the herd!

Just kidding! I would add I've always received great service from him, including returns.

GregBBRD

I've seen stuff that Mark replaces....he's more than fair. I've seen an entire box full of electronic parts that failed...which Mark gladly replaced...even though the rebuilder refused to look at them to see what was wrong, much less repair. Mark is very patient.

When I buy a part from Porsche that goes bad, they replace the part. I don't get paid any labor.

I can't see why 928 International should be any different.

If I got shipped a rebuilt torque tube that was obviously defective, before I even installed it, I'd expect another torque tube to show up at my door, without costing me anything. That should have never left the door.

If I got a new Porsche engine fan that failed, I'd expect that the supplier would replace it and send it back to Porsche. I'd gladly split the shipping....it's no one's fault.

If I got a used part that failed, I'd be really happy if someone would warranty that part...much less cover the shipping. Hell, it was used, most times without any history. I have no idea how Mark warranties that stuff.

the flyin' scotsman

I dont expect the labour either but when a part fails it means big downtime due to distance.

Hacker percieves that theres always a local source....not quite

Randy V

Dude, I said I'll be swapping it out real soon.



Personal experience with a rebuilt trans years ago with Mark was very fair. He did more than he had to.

James Bailey

Connecting rod nuts sell for about $2.00 the damage if one fails.......how could you ever factor in the "Insurance cost" to afford to do ANYTHING but replace the $2.00 nut ? Charging everyone more to cover shipping costs to cover warranty shipping to far away places does not seem very fair either especially since often parts prices in those places are much higher BECAUSE of shipping costs etc.
If someone wants a two year parts warranty and labor included they can simply go to the nearest Porsche dealer and pay for parts and labor ! The problem is solved. But that "costs too much".

hacker-pschorr

Not kidding.

It's no different than the time I drove to Chicago for a part because I couldn't wait for shipping. It didn't work out so I had to drive back, get a different one.

That was 12 hours of driving + gas, and not once did I expect the vendor to pay a dime of that. Was it the stores fault I had to drive that far? Nope, so why should they have to pay any more to warranty it???

Most mail order based companies do not operate with this mentality so it's a moot point, it's just my personal feelings on the issue.

If I owned the company in question I wouldn't operate this way either. It's the downside of business that you sometimes lose money on a customer and have to take it on the chin to make someone happy. The problem is, that just isn't good enough for some people and we end up with a thread like this one.

So many people expect the world with every transaction, there isn't anything left for the 1% that want more.

No, most of us are not that lucky. I was just trying to make a point, James did a much better job:
I hate H. Gordon Selfridge for coining the phrase: "The Customer Is Always Right". I fully understand the customer service mentality behind this way of thinking. The problem is, after 65+ years of having this slogan hammered into our brains, your average consumer now believes it to be true.

bronto

We all know we can get used parts cheaper than from Mark. But they're used parts! I willingly and happily pay extra to get a warranty, and the confidence that comes from buying from someone who knows it will cost him more if the part is bad. And therefore less likely to be bad.

terry gt

The poll needs more clarification , reguarding the reason for the return . new/ used/ wrong part ordered/shiped . I had different parts shipped to me ,than I had clearly requested , and ended up paying freight both ways and brokorage / taxes . Wonder if the miss my parts orders ?

Charles Parkinson

As someone who likes to work on their own cars and currently has the time...

Defective standard, factory or OEM parts should be replaced. A contribution to shipping would be nice if it is a real clusterf%ck that should've been caught by quality control, but as Hacker mentioned, it is my choice to order parts from USA instead of at the local dealer.

Second hand parts - I would only expect warranty if they were advertised as "tested & guaranteed" and were "not as described" when they arrived.

Custom parts like the previously mentioned cam gears - I would expect them to meet the physical specification advertised by the supplier. After that, if I decide to fit them then it should be at my risk as I should be smart enough to know it is not possible to test and develop them the same way as a genuine part.

When I did not have time to work on my cars, I chose a highly regarded professional shop that used genuine parts and did not cut corners. If there had been a problem, which there never was, I would have expected it to be rectified through the warranty chain without cost to me.

YMMV

Charles

danglerb

My domestic car mechanic tells me bad factory new parts are a serious issue these days, and his policy is "generally" to replace the part at no cost for part or labor within some reasonable span of time. Lots of shops pass the pain down the line to the mechanic, his shop tends to give rework back to the same guy unless there is some issue where they need a bit of "help".

I am sure this increases the cost charged for all other jobs, but I am also sure he would lose customers doing it any other way.

Andre Hedrick

If it is a used part, replace and split the shipping.
If it is a rebuilt part by 928Intl (TT, Axles, Tranny), this is a hard call.
If it is a new part, replace and split shipping.

The CAM gear issues becomes messy with the interference engines.

Logic dictates contract law needs to happen here.

You can force people to release liability in order to purchase, and if they refuse to accept the terms, it is a no sale. The reality is people have to take a risk regardless if it is OEM or after market.

The PK tension kit, Constantine's Super Klamp, and others are fine examples of aftermarket.

I personally think you should test the cam gears on early US 16v engines and Leroy is the perfect test candidate. Hell I would even test a set on mine if offered the chance.

AO

In general, I say you replace the part only. Full stop.

In those rare occasions where the part was defective or DOA and no fault of the purchaser, I think it's good business to make exceptions and pick up the shipping for the replacement part. But that will largely depend on how the person treats you over the phone. If they're nice and courteous, throw 'em a bone. If they act like an a-hole, well... your call.

Labor, etc, never EVER gets into the equation. That's just part of DIY or sourcing your own parts.

AO

BTW, who the heck is velocipus?