Updated Headlights
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Joined: Jul 2011
Posts: 311
From: Murphy, TX
Rep Power: 28
I wanted to update this thread, I elected to have the same company do my lights as well, after receiving them back I noticed a small scratch that was NOT on the outside of the lens, and bit of a weird haze on the headlight. I let them know immediately that I was concerned, but wanted to wait until after the holidays / and my pending vacation before sending it back. Upon returning from vacation I contacted them again, explaining to them the haze had gotten worse. They agreed that I should send the headlight back to them for warranty work.
They received the headlight in Late January, and I heard nothing from them for about 3+ weeks, then sent an email last week re: status, they claimed they were busy, and my headlight was next for warranty work. Later in the week I emailed them inquiring again about the status, and they told me that scratch was on the lens, and they couldn't remove the haze. I immediately called them, and spoke with them, they confirmed there was a scratch on the inside of the housing and that haze was a reaction to the paint, possibly because it was still wet when reassembled. Said she would talk with the manager and get back to me.
I followed up again today via email, and this was their response.
I am very sorry to inform you that after one of the technicians and my manager looked at the light further they informed me that the haze that you see on the lens is a chemical reaction and not something that we can cover under warranty.
Again, I apologize for the inconvenience and if I can do anything to assist you further in the future please let me know.
Thank you and have a great day!
Not sure where this is headed now, obviously not in a good direction. Car has been down for a month now. The headlight is still in their possession, I have the drivers headlight which seems to be fine, and no passenger headlight.
Any advice outside of the obvious, "your F'ed", is appreciated.
They received the headlight in Late January, and I heard nothing from them for about 3+ weeks, then sent an email last week re: status, they claimed they were busy, and my headlight was next for warranty work. Later in the week I emailed them inquiring again about the status, and they told me that scratch was on the lens, and they couldn't remove the haze. I immediately called them, and spoke with them, they confirmed there was a scratch on the inside of the housing and that haze was a reaction to the paint, possibly because it was still wet when reassembled. Said she would talk with the manager and get back to me.
I followed up again today via email, and this was their response.
I am very sorry to inform you that after one of the technicians and my manager looked at the light further they informed me that the haze that you see on the lens is a chemical reaction and not something that we can cover under warranty.
Again, I apologize for the inconvenience and if I can do anything to assist you further in the future please let me know.
Thank you and have a great day!
Not sure where this is headed now, obviously not in a good direction. Car has been down for a month now. The headlight is still in their possession, I have the drivers headlight which seems to be fine, and no passenger headlight.
Any advice outside of the obvious, "your F'ed", is appreciated.
Dumb idea because I don't know the answer, but would the lens from any non-xenon 996 headlight work as a replacement? If so, maybe you could source a cheaper non-xenon headlight as a donor for the lens.
Chris.
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Joined: Apr 2012
Posts: 347
From: Butt cold Minneapolis
Rep Power: 29
Well, I guess you have some very minor recourse.
Since the name could not be mentioned as a non vendor, you have absolute right to post your actual experience with this vendors poor customer service.
Not a lot of remedy, but you could share with them that if they don't make it right, you will share their name and experinece on this public forum. Sometimes, that is enough to influence them to satisfy the client.
Then again, they could laugh, and tell you to pound sand. Depends on how large an outfit, and what they feel the impact of bad reviews may cause them.
Sorry to hear....good luck
Since the name could not be mentioned as a non vendor, you have absolute right to post your actual experience with this vendors poor customer service.
Not a lot of remedy, but you could share with them that if they don't make it right, you will share their name and experinece on this public forum. Sometimes, that is enough to influence them to satisfy the client.
Then again, they could laugh, and tell you to pound sand. Depends on how large an outfit, and what they feel the impact of bad reviews may cause them.
Sorry to hear....good luck
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Joined: Jul 2009
Posts: 873
From: Laguna Hills, CA
Rep Power: 73
Don't know that answer :(
It appears there is a slight difference between the headlights.
I believe this one can fit in a turbo, but you can see it has vertical lines on the left side near the fog, I'm not sure these vertical lines are part of the lens, or part of the "insert".
The turbo is smooth on the fog side unlike the pic above. Best picture I could find below.
I believe this one can fit in a turbo, but you can see it has vertical lines on the left side near the fog, I'm not sure these vertical lines are part of the lens, or part of the "insert".
The turbo is smooth on the fog side unlike the pic above. Best picture I could find below.
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Joined: Jan 2010
Posts: 1,413
From: OC, CA
Rep Power: 93
Pretty sure the chrome part is not part of the lens. You typically need to put the light in the oven so you can soften the glue and pull it apart. I've done it on some other headlights when I had a crack in the lens. A little more nerve wrecking on Porsche headlights though since they are a lot more expensive.
Last edited by FI_FTW; Feb 25, 2013 at 05:40 PM.
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Joined: Dec 2012
Posts: 346
From: Portsmouth, NH
Rep Power: 36
JSB,
Sorry to hear about this. I am about to ship mine off to the same company in about 2 weeks. This may be a dumb question, but with all of the headlight restoration products out there, can they take the headlight apart and try to restore the inner surface?
SB
Sorry to hear about this. I am about to ship mine off to the same company in about 2 weeks. This may be a dumb question, but with all of the headlight restoration products out there, can they take the headlight apart and try to restore the inner surface?
SB
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Joined: Jul 2009
Posts: 873
From: Laguna Hills, CA
Rep Power: 73
That was my thought,
at this point, I have no idea what they have tried to do, other than them stating they could not remove the haze. I find it hard to believe a qualified detailer could not sand and buff it out, not sure how deep the scratch is, but the hazing was a deal breaker, it looks real bad up close.
I will call them tomorrow, and see where this goes. Sometimes when you play you pay. I really hope this can be worked out somehow.
Both parties agreee that my headlights were in EXCELLENT condition, only minor imperfections on the outside, what you would expect from a car with 30k on the odometer. I'm absolutely SHOCKED that I'm somehow responsible.
I have been patiently waiting through the entire process. They have verbally stated that the damage was caused by their modification to the headlight, if they aren't going to stand by their work, then they shouldn't be in this business.
No idea if they have damaged the headlight further by trying to repair, not sure what they are going to be shipping me back, assuming they ship anything at all.
Rolled the dice and lost.
I will call them tomorrow, and see where this goes. Sometimes when you play you pay. I really hope this can be worked out somehow.
Both parties agreee that my headlights were in EXCELLENT condition, only minor imperfections on the outside, what you would expect from a car with 30k on the odometer. I'm absolutely SHOCKED that I'm somehow responsible.
I have been patiently waiting through the entire process. They have verbally stated that the damage was caused by their modification to the headlight, if they aren't going to stand by their work, then they shouldn't be in this business.
No idea if they have damaged the headlight further by trying to repair, not sure what they are going to be shipping me back, assuming they ship anything at all.
Rolled the dice and lost.
Last edited by JSBear; Feb 25, 2013 at 07:34 PM.
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Joined: Nov 2012
Posts: 613
From: Toronto
Rep Power: 67
What company did the work? Should be stating here publicly so others are not in a similar bad customer service situation. Sharing good experiences is one thing, but sharing bad is a whole other...
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Joined: Jul 2009
Posts: 873
From: Laguna Hills, CA
Rep Power: 73
Agreed King James
And I will, However I wanted to give them an opportunity to make this right before moving in that direction.
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Joined: Feb 2005
Posts: 489
From: Long Island, NY
Rep Power: 110
"Rolling the dice" is you hacking away at this in your garage as a first-timer DIY project. Sending your excellent condition headlamps to a professional who supposedly has experience in the art is the responsible approach. There is no way I would let them off the hook without either them fixing the issue or exacting my pound of flesh in some other way.
-V
-V
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Joined: May 2006
Posts: 1,807
From: Boston
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at this point, I have no idea what they have tried to do, other than them stating they could not remove the haze. I find it hard to believe a qualified detailer could not sand and buff it out, not sure how deep the scratch is, but the hazing was a deal breaker, it looks real bad up close.
I will call them tomorrow, and see where this goes. Sometimes when you play you pay. I really hope this can be worked out somehow.
Both parties agreee that my headlights were in EXCELLENT condition, only minor imperfections on the outside, what you would expect from a car with 30k on the odometer. I'm absolutely SHOCKED that I'm somehow responsible.
I have been patiently waiting through the entire process. They have verbally stated that the damage was caused by their modification to the headlight, if they aren't going to stand by their work, then they shouldn't be in this business.
No idea if they have damaged the headlight further by trying to repair, not sure what they are going to be shipping me back, assuming they ship anything at all.
Rolled the dice and lost.
I will call them tomorrow, and see where this goes. Sometimes when you play you pay. I really hope this can be worked out somehow.
Both parties agreee that my headlights were in EXCELLENT condition, only minor imperfections on the outside, what you would expect from a car with 30k on the odometer. I'm absolutely SHOCKED that I'm somehow responsible.
I have been patiently waiting through the entire process. They have verbally stated that the damage was caused by their modification to the headlight, if they aren't going to stand by their work, then they shouldn't be in this business.
No idea if they have damaged the headlight further by trying to repair, not sure what they are going to be shipping me back, assuming they ship anything at all.
Rolled the dice and lost.
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Joined: Jul 2009
Posts: 873
From: Laguna Hills, CA
Rep Power: 73
I' m prepared to do that ..
Was hoping they would at least contact me, so I could have a final verbal conversation before moving in that direction. I will initiate the call sometime today, as they have refused every request I have made for them to call me directly.
Thread Starter
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Joined: Feb 2011
Posts: 1,075
From: Lewisville, NC
Rep Power: 110
Here's my update.
After receiving my headlights, they didn't look perfect, but they were pretty good (as seen in the original pictures in this post). The only issue I had initially was the caps on the headlight washers had indention from the plastic wrap they used to protect the headlights during shipping.
After a few days, the headlights started getting a little moisture in the passenger headlight and a lot in the drivers headlight. I call my contact at the company and sent them a picture. She was very quick to tell me that the headlights apparently didn't get sealed properly and that she would e-mail me a return shipping label. She told me they would reseal the headlights and repaint the headlight washer caps.
After waiting some time (I believe approximately 6 weeks), I finally received my headlights. The good news is I have had no leaking to date. The bad news, they didn't clean the inside of the lenses (from where they had fogged) when they resealed the lights. I called and asked why they would have resealed the headlights without cleaning the residue from the fogging.
The response from the tech was the lenses had the residue when he recieved them. I explained that this was due to their inability to get the headlights sealed the first time. I also referenced the original pictures they sent me after completing the headlights the first time. After reviewing their pictures and confirming that the lenses were in fact clear, they agreed to let me send the headlights back again and they would clean the inside and reaseal the headlights.
At this point I have decided to undergo the task of removing the lenses and cleaning the headlights myself. It's just not worth the hassle. Hopefully I can post some instructions on disassembly when I'm done.
I had no real issues communicating with the company, it has just become too much of a headache.
Later, Steve
After receiving my headlights, they didn't look perfect, but they were pretty good (as seen in the original pictures in this post). The only issue I had initially was the caps on the headlight washers had indention from the plastic wrap they used to protect the headlights during shipping.
After a few days, the headlights started getting a little moisture in the passenger headlight and a lot in the drivers headlight. I call my contact at the company and sent them a picture. She was very quick to tell me that the headlights apparently didn't get sealed properly and that she would e-mail me a return shipping label. She told me they would reseal the headlights and repaint the headlight washer caps.
After waiting some time (I believe approximately 6 weeks), I finally received my headlights. The good news is I have had no leaking to date. The bad news, they didn't clean the inside of the lenses (from where they had fogged) when they resealed the lights. I called and asked why they would have resealed the headlights without cleaning the residue from the fogging.
The response from the tech was the lenses had the residue when he recieved them. I explained that this was due to their inability to get the headlights sealed the first time. I also referenced the original pictures they sent me after completing the headlights the first time. After reviewing their pictures and confirming that the lenses were in fact clear, they agreed to let me send the headlights back again and they would clean the inside and reaseal the headlights.
At this point I have decided to undergo the task of removing the lenses and cleaning the headlights myself. It's just not worth the hassle. Hopefully I can post some instructions on disassembly when I'm done.
I had no real issues communicating with the company, it has just become too much of a headache.
Later, Steve
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Joined: Jul 2009
Posts: 873
From: Laguna Hills, CA
Rep Power: 73
Sorry to hear ...
It seems we are the guinea pigs, not sure if they are any closer at mastering the technique at this point.
This was the last email I received.
"We can try cleaning the lens, but cannot guarantee that it will not make it worse or fix the problem with the hazing. It's up to you to decide what you want us to try. Please let me know."
Apparently it's up to me to best decide on how to fix the headlight they messed up. My recommendation to them was to bring in a reputable professional detailer in to assess the headlight, and to get their thoughts before moving forward.
I just don't know what to think at this point. Trying to remain patient, and positive. Would like to drive my car one day again, this 80 degree Feb weather in SoCal has me wanting to get on the road.
This was the last email I received.
"We can try cleaning the lens, but cannot guarantee that it will not make it worse or fix the problem with the hazing. It's up to you to decide what you want us to try. Please let me know."
Apparently it's up to me to best decide on how to fix the headlight they messed up. My recommendation to them was to bring in a reputable professional detailer in to assess the headlight, and to get their thoughts before moving forward.
I just don't know what to think at this point. Trying to remain patient, and positive. Would like to drive my car one day again, this 80 degree Feb weather in SoCal has me wanting to get on the road.
Here's my update.
After receiving my headlights, they didn't look perfect, but they were pretty good (as seen in the original pictures in this post). The only issue I had initially was the caps on the headlight washers had indention from the plastic wrap they used to protect the headlights during shipping.
After a few days, the headlights started getting a little moisture in the passenger headlight and a lot in the drivers headlight. I call my contact at the company and sent them a picture. She was very quick to tell me that the headlights apparently didn't get sealed properly and that she would e-mail me a return shipping label. She told me they would reseal the headlights and repaint the headlight washer caps.
After waiting some time (I believe approximately 6 weeks), I finally received my headlights. The good news is I have had no leaking to date. The bad news, they didn't clean the inside of the lenses (from where they had fogged) when they resealed the lights. I called and asked why they would have resealed the headlights without cleaning the residue from the fogging.
The response from the tech was the lenses had the residue when he recieved them. I explained that this was due to their inability to get the headlights sealed the first time. I also referenced the original pictures they sent me after completing the headlights the first time. After reviewing their pictures and confirming that the lenses were in fact clear, they agreed to let me send the headlights back again and they would clean the inside and reaseal the headlights.
At this point I have decided to undergo the task of removing the lenses and cleaning the headlights myself. It's just not worth the hassle. Hopefully I can post some instructions on disassembly when I'm done.
I had no real issues communicating with the company, it has just become too much of a headache.
Later, Steve
After receiving my headlights, they didn't look perfect, but they were pretty good (as seen in the original pictures in this post). The only issue I had initially was the caps on the headlight washers had indention from the plastic wrap they used to protect the headlights during shipping.
After a few days, the headlights started getting a little moisture in the passenger headlight and a lot in the drivers headlight. I call my contact at the company and sent them a picture. She was very quick to tell me that the headlights apparently didn't get sealed properly and that she would e-mail me a return shipping label. She told me they would reseal the headlights and repaint the headlight washer caps.
After waiting some time (I believe approximately 6 weeks), I finally received my headlights. The good news is I have had no leaking to date. The bad news, they didn't clean the inside of the lenses (from where they had fogged) when they resealed the lights. I called and asked why they would have resealed the headlights without cleaning the residue from the fogging.
The response from the tech was the lenses had the residue when he recieved them. I explained that this was due to their inability to get the headlights sealed the first time. I also referenced the original pictures they sent me after completing the headlights the first time. After reviewing their pictures and confirming that the lenses were in fact clear, they agreed to let me send the headlights back again and they would clean the inside and reaseal the headlights.
At this point I have decided to undergo the task of removing the lenses and cleaning the headlights myself. It's just not worth the hassle. Hopefully I can post some instructions on disassembly when I'm done.
I had no real issues communicating with the company, it has just become too much of a headache.
Later, Steve
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Joined: Oct 2009
Posts: 347
From: New York
Rep Power: 38
Standing behind One's Work
I agree with others here, and have been watching this thread for several months as it seemed like a great looking mod.
Assuming the shop that did this stated that they were capable of doing this properly upfront and didn't state that there were significant risks in attempting this that they were not willing to stand behind, then shop really only has two choices:
1.) Stand behind their work quickly before their brand/reputation is damaged
2.) Be pennywise and pound foolish and not do the right thing
Reputations are fragile things that take a long time to build up and a very short time to tear down. I have seen company's make this mistake before and many have not lived to regret it.
Good luck to all who are dealing with this.
Assuming the shop that did this stated that they were capable of doing this properly upfront and didn't state that there were significant risks in attempting this that they were not willing to stand behind, then shop really only has two choices:
1.) Stand behind their work quickly before their brand/reputation is damaged
2.) Be pennywise and pound foolish and not do the right thing
Reputations are fragile things that take a long time to build up and a very short time to tear down. I have seen company's make this mistake before and many have not lived to regret it.
Good luck to all who are dealing with this.
Last edited by joe731; Feb 27, 2013 at 05:03 PM. Reason: error