Directed Customer Service

After much research, I decided to buy a Hornet 564T, based on DEI's reputation and quality. I don't regret my decision. BUT...their Customer Service is about as bad as I've seen. Some facts:
1. I am not a "professional" any longer, although I worked in Oldsmobile, Ford, and Chevrolet service departments for years.
2. I am not an "authorized" dealer.
3. I installed this system myself, on my personal car.
4. After the install, the car would not start. My multimeter proved the problem: no output to the 2nd ignition wire. After thoroughly re-checking my wiring, I determined all was correct. Still no voltage to 2nd ignition. I installed a relay, which required 2 separate 12v inputs (to power the coil), since in this vehicle the 2nd ignition is powered any time the key is not OFF. None of the other accessory or ignition wires behave exactly the same. I diode isolated the 2 coil activation wires (one from Accy 1, one from Ign 1) from each other, to prevent "feedback". Applied 12v to common, connected NO to Ign 2, car starts and everything works.
5. Here's my problem with DEI: Since I didn't have the system "professionally installed", I have no warranty. I can't buy parts from them. I have no intention of completely removing the system, and trying to get a discount retailer to replace it. Even if they did, it's not worth the time and trouble. The system works fine, and except for the one problem with the satellite relay, I'm happy. Even my wife likes it.
6. My point? I will never recommend a DEI product to anyone else, UNLESS they are willing to pay someone else to install it, just to avoid the "warranty" issue. Don't get me wrong, I don't have anything against dealers or installers. Anyone who has any doubt about their ability to do-it-yourself is well-advised to seek out a good pro to do it. But if you get a product that's DOA, I guess you're just SOL if you install it yourself.
7. I feel much better now that I've got that off my chest. The moderator will probably delete this as soon as I post it, but if anyone has a chance to read it, this is my opinion, for what it's worth.

Although I agree 99% of what you Posted, the 1% dictates the RESEARCH prior to Purchase & Installing.  There are a few companies that are moving to the "Professional INSTALLER" warranty,  with good cause for the whole of the 12 Volt Industry.  Just like the Automotive Industry in General.  Newer Vehicles are NOT going to be for the DIYer.........

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MO

Don't Learn from Others Mistakes
You Might Be the One That Knows.

That doesn't make any sense.  The hornet line is supposed to be a do it yourself system.  THe only thing I could think of is if you didn't buy the system from an authorized dealer.  Even that though they should have still swapped your part.

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Cause I'm So white and nerdy...
First Class Certi-fried installer

This post will not be deleted because it's your opinion and you did not break any forum rules. I myself am considered a professional installer not because I own my own business and sell/service Compustar systems, but because I installed 100's of various systems over the past 10 + years. I am not MECP certified and most likely never will be either as I don't believe that a little peice of paper proves that your any better than someone who has it ( although I know that it does help in certain job sites ).

All in all, the whole " warranty issue " is to protect the manufacturer from back yard installer's that hack in systems and somehow damage the units and want warranty for a CPU that was obviously not installed properly. In your case the system was not functioning properly in the first place and if this happened to me ( as a shop owner ) I would first ask the customer about the installation and if they seem knowledgeable about the installation and the CPU doesn't smell like a campfire, then I would definitely offer some warranty for the customer. This is only proper store-customer etiqutte.

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Jeff
Velocity Custom Home Theater
Mobile Audio/Video Specialist
Morden, Manitoba CANADA

Thanks for the words of support. mo12v, I understand the need for their policy, to protect themselves from litigation over liability, etc. And I did understand up front their policy on warranty. But, even on Directed's website there is a link to "DIYHornet." This gave me cause to believe that the Hornet line was sold as a DIY unit. I guess my real problem was the attitude of the "service" rep, and his refusal to even discuss the matter of a defective part out of the box. I have discussed the problem with a local dealer\installer, who inspected the installation, and he agreed that the satellite relay "must have been" defective out of the box. I didn't buy the unit from him, and I wouldn't even consider asking him to exchange the part, warranty or not. I do have principles. He understands my need to save money, and doesn't seem to have a problem with my asking for his advice. He has done stereo work, etc. for my son, and is a friend who understands why I wanted to do this on my own. I just feel like the manufacturer should be willing to accept that every once in a while, they sell a bad part, and at the very least be willing to discuss the matter before just dismissing me with "If it wasn't a pro install, there's no warranty, and we won't sell you replacement parts."

When it all boils down to it.... what does the warranty info that is printed on page 3 or so of your owners manual have to say about it?

It is true about more and more manufacturers moving towards dealer installed only. Cars really aren't that simple any more, and a lot of remote start systems are growing more complex with them.

Realistically.... if your buddy is a dealer, then he should have no problem swapping out parts for you. Hell, we do a lot of remote swaps for a certain chain store when the customer finds out they want $20 to program a remote that is on warranty..... (we charge nothing... it takes what, maybe 2min to program??)

Just my snowy .02

Gus


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Wherever I go, that is where I end up......

Agreed, the front cover of the manual states the product is intended for "installation by a professional installer only" and at the top of page 4 it states that the product must be installed by an Authorized Directed Dealer. Then why can you buy it from any other source? It seems to me that Directed's marketing strategy doesn't jibe with their service policy. I didn't ask for a "freebie." I didn't even ask them to warranty the part. I simply asked them to sell me a new replacement for an obviously malfunctioning part, and was rudely dismissed as a non-professional, unauthorized installer. I think this is a poor way for a reputable company to interact with it's end users. After all, they did ultimately profit from my purchase, did they not? And because of the unprofessional response from their rep, I will never recommend their product to anyone. I'm just one person, but I can influence a lot of people's buying decisions.

So my question to all of you regular 12volt guys......where are all of these DEI products coming from.....?  For to be an authorized dealer....you can't sell to the DIYselfer....(with the exception of Hornet) these guys need to be busted, blown out of the water and hung out to dry.....I can't tell you how many over the counter sales I have lost because I respect my dealer agreement. Look at 90% of the posts in the security forum.....kids,  that some DEI sleeze, lookin for a buck, putting his dealer agreement in the trash.....selling some unit that the poor guy can't get help with anywhere but here.....DEI's warranty should not be the issue, I don't blame them for NOT wanting to help the poor slob that got sold a unit that they were NO WAY skilled enough to install. enforcing their dealers agreements should be the focus for corperate DEI....

Lets see what happens.......

Just my opinion 

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I think that policy is simply an expedient way to minimize their exposure to warranty claims and inquiries. Companies that adopt that policy have that to gain, and nothing to lose other than maybe a few sales, which is probably minimal since it would only affect the ones that bother to read the fine print before purchasing.

It's served as a deterrent to me when purchasing from another outfit with the same kind of conditions, because I think the warranty should be based on the actual product.

What I found strange in one of the terms I've read was that spelled out they would replace the product even if it were blown up by incorrectly hooking it up, as long as it was done by a professional installer.
That wouldn't seem to make a whole lot of sense, but it's simply statistics, in that it minimizes their homework in determining if the problem was truly a manufacturing defect or improper hookup, by enabling them to exclude a large segment of the possible claims. I'm sure if there were repeated claims from the same pro installer, it'd be easy for them to turn the spigot off, so even those types of claims could be taken care of.
They can dictate the warranty terms since they're selling it, but I wouldn't expect that to change unless it affects sales to a sufficient degree, which it probably won't-