pac os3

customer contacted me couple days ago, said he had a buring smell in vehicle and  his truck would not start, he had it towed to the gm dealer and inspected--dealer found the pac os3 unit to be partially melted and malfunctioning, the dealer disconnected the pac os3 and cleared the computer and truck now runs. now customer brought this to us, as we installed this system in his 2007 chevy silverado new style in march of 2008.  we verified all wiring and connections are still intact and the body of the pac OS3 is partially melted on one side, and smells of burnt electronics. we are now in contact with pac.  only good news is his truck seems to be undamaged and his pioneer nav unit is fully functional. there were no wires spliced in the truck , just the OS3 plugged into the 2 oem radio connectors and powering a pioneer avic-d1, also wired up were PAC nav1129 and PAC sw-ps.

customer is understandbly upset and wants reimursement of towing and gm dealer fees. etc...

any one deal with this B4? have any trouble with the pac os3? any thoughts on liability?

No problems with the PAC parts but as far as liability goes, even if it's not your installation fault, pay the bills that were incurred to the customer and assure the customer that it was not your installation that caused the problem and it was a faulty part. Tell the customer that and replace the part for him as well.

One thing that I learned in the past is that an unhappy customer can cause you ALOT of unnecessary grief. Taking a hit like this is good P.R. and will most likely come back to you in referrals. What's the total bill going to be to keep this customer a repeat customer ? Is it worth it ?