On May 25th I reported the passenger LED bulb was not working anymore, it is only 1.5 years old, but CarID alleges a "spectacular" 5-year warranty. They persist in multiple emails to tell me I have to tear my car apart and do the dirty work of assessing the problem - which I determined to be the converter that attaches to the bulb itself. I supplied them with photos of my disassembly of the car, and the results of testing.
Still, they delay and try everything to avoid satisfying the warranty claim. Further emails they allegedly sent (but I did not receive), then by phone I discover that I need to "Field Destroy" the part and send them the photograph. Which I did. I get one email saying they received the "Field Destroy" photo, and the next morning I got another separate email from some other "Customer Service" incompetent saying I still need to send that "Field Destroy" photo when I already received confirmation from someone else that they did receive it. It appears that staff there do not communicate anything amongst one another at all. The left hand never knows what the right hand is doing.
It is now almost 2 weeks, and still no resolution. All I want is for CarID to replace that Converter/Inverter unit so I can have the LED fully functional again on the car.
On June 6th, this is the email I finally received after sending the "Field Destroy" photo on June 6th:
************************************************************************************
On 06/06/2019 6:26 PM, Zara Amora - CARiD wrote:
> ## Please Reply ABOVE THIS LINE ##
>
> Dear Andrew,
>
> Thank you for contacting CARiD.com!
>
> Please accept our sincere apologies for the inconvenience. I received the field destroy photo you sent and uploaded them to the system. We appreciate your cooperation!
>
> We will process the replacement of 1 qty of the controller of LUMEN® H11XHLC-G7S - G7S LED Conversion Kit (H11). Once completed we will send an email to notify you and we will send an email with the tracking number in 24 business hours after the shipment.
>
> If you have any additional questions, please feel free to contact CARiD.com anytime!
>
> Thank you and have a great day!
>
> Sincerely,
>
>
>
> CARiD
> Zara
> Customer Service
> Customer Experience Center
> Phone: 800.505.3274
> Email: [protected]@carid.com
************************************************************************************
Then, this afternoon I got this from yet a different "support" person to my further fuel my anger:
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On 06/07/2019 1:42 PM, Tim Russel - CARiD wrote:
> ## Please Reply ABOVE THIS LINE ##
>
> Dear Andrew,
>
> Thank you for contacting CARiD.com!
>
> We received your pictures. We have sent them to the manufacturer. Once they are reviewed, we will process replacement.
>
> If you have any additional questions, please feel free to contact us at CARiD.com anytime.
>
> Thank you and have a great day!
>
> Sincerely,
>
>
>
> CARiD
> Tim
> Customer Service
> Customer Experience Center
> Phone: 800.505.3274
> Email: [protected]@carid.com
************************************************************************************
I've attached the photo of the "Field Destroy" photo, and Zara above said the part would be sent out, yet "Tim" contradicts that by saying they have to send it to the Manufacturer for yet another "approval". I see nothing but stalling tactics and very poor customer service here.
Attached are also the photos I took of my "diagnostic" which involved having to drop my front bumper and fenders. After more than 3 hours of my time, my determination was the bulb was fine, but the inverter attached to the bulb was not. It is clear to me that the customer does not matter when having to address and fix a warranty issue.
Also, 2 photos of the light not working with the defective inverter/converter, then after testing with the inverter/converter from the Driver's side, the light was working.
Now along with all the emails back and forth, I have spent now well over 8 hours of my personal time. They show no concern or care about the fact that it is unsafe for us to drive a car with one headlight out, but also it is illegal.
I did my due diligence here, and no one should have to fight like this for a warranty issue - especially when you buy the product on good faith that it is protected by their 5-year warranty.
I think management needs to ensure communication between staff on specific issues, and they need to be more customer focused on resolving warranty problems.
Dealing with a minimal cost of replacing the faulty part would have kept us as customers and more sales down the road. Instead, they chose the path of poor customer relations - inevitably leading to no further sales from us, or anyone we come in contact with.
A happy customer will always come back, that is why Amazon does well. CarID has no such care for the customer.
CarID needs to rethink how they treat their customers because this situation has completely destroyed my trust in them - which means I will never buy from them again. And I will never ever recommend them to anyone.
So, it is now June 7th, and still no resolution in sight.
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