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viper 5701 recall or issues


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gglover002 
Member - Posts: 6
Member spacespace
Joined: January 28, 2010
Posted: January 28, 2010 at 9:46 AM / IP Logged  

I received a present that was purchased at Bridgewater, NJ Best Buy.  It was a Viper 5701 Remote Start/Security System and included in the present was the install of the product at your facility. 

Two weeks after the initial install, we had issues and the store had to install a new brain to fix the issue.  Exactly 1 year after the second install, the 2 way transponder stopped working properly.  It returns a failed signal regardless of what I do and whether or not the process is actually successful.  It occasionally performs the right function on my truck, but will still return the failed signal.  Many times, it does not actually perform the function properly.
After going back and forth with a few scheduled appointments, I took it back to the best buy store for it to be fixed.  (I was told I can't go to any other Best Buy, even though I moved).  Over the phone, they said that this system has had a number of issues, and that they'd be able to reinstall a brain to fix the issue.  When I got there, they said that they couldn't do anything about it because they don't sell this exact model anymore and that it may be due to wear and tear on my transponder.  I asked to speak to a manager, but they said it wouldn't do any good because managers had switched since my old install and that the new manager is not flexible on stuff like this. 
It was suggested to me that I buy a new remote (which Best Buy doesn't sell) which I later found out is $170.  An iPhone/Blackberry app was also suggested, but I later did some research and found out that requires an additional $299 module.

Has anyone else had these problems or is anyone else able to direct me to recall information?  I have the original 5701 and now they don't make it anymore.  They make the 5701V.  Very strange that they don't even make the model anymore...I guess it was a bad model.  Any suggestions on how to get this taken care of?

x1le 
Copper - Posts: 171
Copper spacespace
Joined: August 01, 2009
Location: Massachusetts, United States
Posted: January 28, 2010 at 9:50 AM / IP Logged  
It seems like a common problem. The first batch of vipers appear to have had faulty remotes. I would try emailing viper and see what their response is.
gglover002 
Member - Posts: 6
Member spacespace
Joined: January 28, 2010
Posted: January 28, 2010 at 9:53 AM / IP Logged  

Thanks for the quick response.  Any suggestions on how to get ahold of a Viper company email?  Their website is impossible!  It will only direct me to the Best Buy store for support and they weren't helpful.

yimke 
Copper - Posts: 417
Copper spacespace
Joined: June 23, 2009
Location: Nebraska, United States
Posted: January 28, 2010 at 10:44 AM / IP Logged  
Okay first off, I work for best buy and their claim of (you bringing it to another store is total BS.) If you look at the back of your invoice it says in plain Jane writing that as long as you retain all receipts for purchase and installation and the yellow copy for the install you shouldn't have any problems. IF they don't, call corporate, or threaten to do so, by calling the 1 800 number. I really don't know why they said that, and I apologize for them. Maybe they are new. I usually say I prefer if the SAME store did it because it is usually faster to troubleshoot because different installers have different techniques of installation. I don't know of any stores in that area that I talk to often, so I can't really recommend any, but I would say just go to the most convenient one for you.
Anyway, getting back to your issues. Yes, the 5701 has had some issues and I think I have experienced pretty much all of them. Our policy is that if the brain requires swap, we will do that in store for 1 year after the purchase date. AFTER that period, you have a lifetime parts warranty through viper, and you can find a form online, or if the store is good they have the forms there. You do have to pay $15 for shipping and handling though if you do it through DEI.
As for your problem, if your brain has a 8 series sticker on the back, usually I just swap those out. I haven't had a single issue with the 9 series. When I do brain swaps I swap the brain, antenna cord, antenna, and remotes. It is just easy that way. But you can probably fix the problem without sending it in. Have them put a 10k ohm resistor in series on the blue wire of the antenna cord as close as possible to the brain plug. This helps the lock detection circuit that was fixed with more recent models. Then you have to unplug/replug in the 15A fuse leading to the red wire on the 10 pin harness leading to the brain. This will reset it. Everything should work, and if not then the brain needs to be swapped, or there is something wrong with the installation.
I'm sorry this store is making the rest of us look bad. Most are highly skilled, passionate installers. Cheers.
gglover002 
Member - Posts: 6
Member spacespace
Joined: January 28, 2010
Posted: January 28, 2010 at 12:01 PM / IP Logged  

yimke - Thank you for your response.  It sounds like I just might have to come to Nebraska to get this fixed...you really know what you're talking about and sound like you stand behind your installs!  High five for that!  viper 5701 recall or issues -- posted image.

I spoke to the Best Buy store manager in Bridgewater, NJ and he's looking into the issue and going to contact the solutions manager at the store.  Hopefully they get to the bottom of this.  I know this remote start costs close to $500 and I can't believe that it has been nothing but problems for me.  I'll keep this posting updated if I make any progress.  I hope to hear if others are having the same issues.

yimke 
Copper - Posts: 417
Copper spacespace
Joined: June 23, 2009
Location: Nebraska, United States
Posted: January 28, 2010 at 12:54 PM / IP Logged  
Thanks. I really take pride in my work even though this isn't my career. Feel free to stop in sometime if you're in Nebraska. lol
Hopefully it all works out for you.
disposablehero 
Member - Posts: 15
Member spacespace
Joined: April 26, 2005
Posted: January 30, 2010 at 7:00 PM / IP Logged  
I just tried to use the resistor on the blue antenna wire. Nothing. I pulled the 15 amp fuse after too. I used a 10Kohm resistor, In the writeup it said to wire in series. WellI only have one resistor so There is only one way to wire it. Am I missing something? I tried a dif antenna and cable from a python alarm thats the same as the 5701. I am at a loss on thisone. I still havent had any luck. This is a factory refurb and it just went in. It should be working. Could it be the actual 2 way fob? I don't want to spend the money to get this thing looked at by a shop. It is under warranty for a full 2 years from the source I ordered it from. And it has a 1 year DEI warranty from date of purchase.
yimke 
Copper - Posts: 417
Copper spacespace
Joined: June 23, 2009
Location: Nebraska, United States
Posted: January 30, 2010 at 8:21 PM / IP Logged  
Stupid question, but did you try replacing the batteries on the remote with the two C2032 batteries? It usually only lasts about 1 year.
Also, now that you messed with it instead of the Best Buy shop they will not work on it without charging you, but if you tried another shop like I said, they would have done it for free.
How long did you pull the fuse? 15 seconds? If that doesn't work then try pulling the 10 pin harness for about the same time.
You soldered the 10k ohm resistor right? And it IS 10k ohms?
If all else fails it could probably be the remote, but i usually refuse that answer till the last option.
No, DEI has a LIFETIME warranty on parts minus remotes, sirens, etc.... It has a listing of what is not covered on the website.
disposablehero 
Member - Posts: 15
Member spacespace
Joined: April 26, 2005
Posted: January 30, 2010 at 8:51 PM / IP Logged  

yimke wrote:
Stupid question, but did you try replacing the batteries on the remote with the two C2032 batteries? It usually only lasts about 1 year.
Also, now that you messed with it instead of the Best Buy shop they will not work on it without charging you, but if you tried another shop like I said, they would have done it for free.
How long did you pull the fuse? 15 seconds? If that doesn't work then try pulling the 10 pin harness for about the same time.
You soldered the 10k ohm resistor right? And it IS 10k ohms?
If all else fails it could probably be the remote, but i usually refuse that answer till the last option.
No, DEI has a LIFETIME warranty on parts minus remotes, sirens, etc.... It has a listing of what is not covered on the website.

This alarm is brnd new to me. We installed it last sunday. I didnt solder the resistor just because i was just testing. I wrapped the wires around each end of the resistor. The resistors are 10k. I double and tripple checked. I guess I can hunt down another set of bats but they are new. I went to another dealer and thats where I got to test the antenna and cable. Those have been ruled out. I have an addditional 2 year warranty I purchased from a 3rd party warranty company. But the seller should warranty this alarm for me. I am waiting for a response. Ill try to get him to just sent a whole new unit and I will send mine back to him and he can fiure it out.

disposablehero 
Member - Posts: 15
Member spacespace
Joined: April 26, 2005
Posted: January 30, 2010 at 8:54 PM / IP Logged  
Oh and I pulled the 15 amp for 20-30 sec each time. I also pulled the entire brain for 10 min. And I also pulled the neg bat cable for over 30 min.
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