$2 isolator broke on CPE CAI, and my months of trying to get a free replacement

[someguy]

What the hell cp-e? After spending thousands of dollars on your parts you can't offer me up a little isolator that BROKE on a LIFETIME warranty product? I expected better.

The email trail with cp-e:


Ryan,

Unfortunately the part is a wear and tear part so I can not just give you one. You can order a replacement from our site. Also check you motor mounts, usually when these break they are direct result of excessive motor movement.

Regard,

Chunie Bharath


Chunie,

Please find attached my receipt for the Xcel Cold Air Intake which I purchased from Edge Autosport.

Ryan


Ryan,

If you can provide me with an invoice I can see what I can do for you, however we do not warranty that part. They are a wear and tear item kind of like the air filter. I will see what I can do for you just send me a pic of it.

Regard,

Chunie Bharath

Your intakes have lifetime warranty, why isn't this covered? I've spent thousands on cp-e parts (fuel pump, downpipe, rmm, intake, inlet, tmic on my current car) and you're going to charge me $10 for a little rubber isolator that failed?

Ryan

Ryan,

They are located on the site under spare parts. Just select the mount that corresponds with the intake you have on your vehicle.

Regard,

Chunie Bharath











UPDATE 2013/11:
After the follow up recently with some new people, cpe has sent me another new spare isolator at no cost (even though I already got a replacement from edgeautosport). So all and all it looks like they might be getting better. Thanks for making this right.

[Kyle Undefined]

All people do is bitch and complain now days.

[Raider]

I thought Chunie was fired a while back, @www.cp-e.com;

And that isolator is $2 from Grainger.

[doubleflusher]

All this over an inexpensive part?

[superskaterxes]

brownie OP is NCE

[www.cp-e.com]

Originally Posted by Raider I thought Chunie was fired a while back, @www.cp-e.com; And that isolator is $2 from Grainger.

No Chunie is still with us.

As for the OP, what part are you talking about?

[someguy]

Originally Posted by www.cp-e.com No Chunie is still with us. As for the OP, what part are you talking about?

Sorry, it seems it auto merged my posts and deleted stuff...I had posted two parts because the message was too long. The last email in the chain was this:

Ryan sent a message using the contact form at Contact | Custom Performance Engineering. Hey, I have a cp-e CAI on my 2010 Mazdaspeed 3. The rubber isolator that holds the bottom part of the intake to the frame has broken (the rubber part separated from the metal ends that hold the studs on). Can I get a replacement? I have a picture of the broken bits if you'd like to see how it came apart. I've zip tied it together for the time being but obviously this isn't ideal.

If you want to send me your contact info (so I don't have to deal with Chunie) I will forward the entire conversation in it's entirety to you.

Originally Posted by doubleflusher All this over an inexpensive part?

Exactly, why would they not just ship me a new one? It's not the cost of a new one that bothers me (I will order it myself for a hell of a lot cheaper than the $10 rip off), it's the principle of standing behind their product and their customers...on a lifetime warranty product, with invoice, and someone who has spent thousands on cp-e parts, there should be no questions about it and a new one should be shipped immediately.

[jack_hammer]

that isn't terrible customer service. that's just not over the top customer service.

[pzr2874]

OP does have a point... is it part of the intake? I'd expect even the clamps to be LT warrantied. Does the intake have a lifetime warranty?

I understand the filter though

[SaveMelMac]

A lifetime warranty doesn't me you get to destroy a part and expect a new one no questions asked. The rubber mount most likely failed due to excessive engine movement, not the mounts fault. So in another year another rubber mount will fail and you will want another one. Fix the issue on why it failed. If I were cpe I would give you one free one just to make you happy but don't come asking for another one.

[amoosenamedhank]

Why is it every time someone has a minor issue with a vendor, a stupid ass thread like this gets made.

This is hardly worth a call out thread and certainly not with your thread title.

If I was in CP-e's position, I would replace it for you... but not because you deserve it... I would replace the part because it would be cheaper than wasting my timing dealing with your complaining.

Unfortunately, all this does is create a problem for the next guy. Now that you've learned that throwing a temper tantrum gets you your way... now you're a lifer.

You saw it cuz I tapped it

[Redline143]

If install error caused a cheap part to wear out, then mention this possibility to the end user and tell them how to fix it so it doesn't happen again. Then, send them the inexpensive part to show them how valuable their patronage is. Doing this builds lifetime customers. Done in this manner, install fails may actually be desired because they're seen as opportunities to prove how valuable one's customers are, and how diligently and consistently giving them exceptional customer service is part of the business model and culture. Seems like a great way to have a very successful business to me...

[ABolewski]

Lol people see SURE threads blowing up so they have one little hiccup and they jump on the MSF bandwagon.

[pzr2874]

Don't hold back Nitro

[Haltech]

Medical marijuana, it performs miracles...

[predapio]

Decaf guys....try it.

[someguy]

I will add that I have the cp-e rmm and my other mounts are in good shape, the car only has 33,000km and the intake has been in for about 25,000km...there's no excuse for it to break that quickly. If the part isn't up to the task, engineer it so it lasts.

Nitroengie - I appreciate that you're sticking up for me (thanks!) but no need to get too angry with the world. We'll see what cp-e says or if I hear back from them again, hopefully they'll clue in about what good customer service is.

amoosenamedhank - It is deserved, a small part like this that broke on a lifetime warranty item should be covered and should be taken care of. IMO it's not a wear and tear item...that's like Mazda saying the passenger motor mount shouldn't be covered under warranty when it fails because it's a wear and tear item. It's pretty ridiculous and if this is what it takes to get things made right, then this is what will happen.

[KRASHFOX]

[QUOTE=someguy;2007273]What the hell cp-e? After spending thousands of dollars on your parts you can't offer me up a little isolator that BROKE on a LIFETIME warranty product? I expected better.

The email trail with cp-e:

THAT'S BOOTSIE!!!!! That's why good customer service is so important even before pu

Pu, hahahahaha sorry I was going to say "purchasing".

[SpeedRebirth]

This Chunie guy, is that the Quality Controll guy that was "let go" after issue after issue with... just that, quality. Was he reassigned or are we talking about different people here?


Wouldnt surprise me if he's still there, what comes to my mind is this thread:
Disappointed with DP quality

When i order the Atmosphere kit, pleeease have it checked 100% before shipping overseas *prays to the mighty cargods for good fortune*

[himurax13]

I have had my share of issues with CP-E. Basically I have sold off all of my parts from them except for the catback because it is quieter than stock. I had to have one of the hanger rewelded and patched by a local shop after it broke off because I didn't feel like wasting the money for shipping and waiting several months to get it back.



Sent via stocked out for a while ...

[Mfinlay04]

Would like to say I'm surprised... Seems like unless you live close enough to physically go to CP-E for install/repairs their products are a gamble.

InB4 they say its an inferior product, drop support 100% and then offer a 5% discount on JBR intakes and an apology

Sent from my Galaxy Nexus using Tapatalk 2

[OakleySpeed3]

My condom broke last night.

BRB, calling Trojan and reporting them to the BBB so they'll send me a new one.

[pzr2874]

Originally Posted by OakleySpeed3 My condom broke last night. BRB, calling Trojan and reporting them to the BBB so they'll send me a new one.

get your money back on the box of rubberbands you use to keep em on too!!

[3Gee Tee]

Should get tested for the HIV too.

[OakleySpeed3]

Originally Posted by pzr2874 get your money back on the box of rubberbands you use to keep em on too!!

I use thumbtacks to pin them to the wall.

Right on the center so they don't come loose.

[Noisy Kricket]

Originally Posted by OakleySpeed3 My condom broke last night. BRB, calling Trojan and reporting them to the BBB so they'll send me a new one.

Suppose to remove the gerbal 1st....

[Raider]

For the CAI, the source of this thread is a M6 x 1.0 thread mount, and less than $2 at Grainger.
Vibration Isolator, 50 Lb Max, M6 x 1 - Cylindrical Vibration Isolators - Mounts and Vibration Control - 2NPA2 : Grainger Industrial Supply

Seriously, $2. $10 shipped.

[OakleySpeed3]

Originally Posted by Noisy Kricket Suppose to remove the gerbal 1st....

Lemmiwinks doesn't go without a fight.

[Grumpyjap]

Taken from cp-e's website:
"All of our parts come with a lifetime warranty against defects in workmanship or materials for the original purchaser."
This IS an item that will degrade over time, more so the more the uninstall and install it. I would understand if you wanted to get a new one if it failed a few weeks after installation, but come on.

[someguy]

Originally Posted by Raider For the CAI, the source of this thread is a M6 x 1.0 thread mount, and less than $2 at Grainger. Vibration Isolator, 50 Lb Max, M6 x 1 - Cylindrical Vibration Isolators - Mounts and Vibration Control - 2NPA2 : Grainger Industrial Supply Seriously, $2. $10 shipped.

Which is all the more reason they should just send one out and them asking $10 for one is a total rip off.

BTW - Canadian so ordering from Grainger is a pain in the ass.

Originally Posted by Grumpyjap Taken from cp-e's website: "All of our parts come with a lifetime warranty against defects in workmanship or materials for the original purchaser." This IS an item that will degrade over time, more so the more the uninstall and install it. I would understand if you wanted to get a new one if it failed a few weeks after installation, but come on.

Defect in material, it was not strong enough to do the job and failed.

[Raider]

If you were VIP, I would be more than willing to order one for you, then ship if you pay me for that. I have done it many times for those around the world on MSF.

[www.cp-e.com]

It is a wear item. Can you provide pictures to show the failure?

[Davsetz]

Originally Posted by Grumpyjap Taken from cp-e's website: "All of our parts come with a lifetime warranty against defects in workmanship or materials for the original purchaser." This IS an item that will degrade over time, more so the more the uninstall and install it. I would understand if you wanted to get a new one if it failed a few weeks after installation, but come on.

Agreed. Shit move shits breaks if it's not a manufacturer's defect or workmanship failure (shit welding) its maintenance. Welcome to the world of cars... Hey if y'all are replacing shit for free can I haz manifold mine haz somehow returned to stock from all the heat.

[jack_hammer]

Originally Posted by someguy BTW - Canadian

oh, now i get it

[Raider]

I had mine get stuck in the frame after 6 years. It was perfectly fine there, but rusted in place. So it is still there. Happened to my friend's CX-7 who passed away a couple years ago. I just grabbed one for $2 and was done. If the engine is moving so severely that it is ripping the mount off. there has to be a problem with the mount. Go stiffer, or stock up on these little isolators, because they are gonna rip more frequently if your engine is flopping around.

[someguy]

Originally Posted by www.cp-e.com It is a wear item. Can you provide pictures to show the failure?

So motor mounts are a wear item too? Why does mazda cover them then? I think it's one in the same.

Anyway pictures:

Only one side was seperated (the side that mounts to the frame) but on attempting to remove the other side from the bracket on the intake itself, the other side of the rubber seperated too.

As you can see, things are a little dusty but in good shape (minimal rust and whatnot) where the intake mounts.

[Kyle Undefined]

OP is a faggot.

Let's complain about a $2 part that will break because it fucking moves. Get it through your head, it's not a material defect, it's a wear item. That's like me trying to get a refund on tires because the tread decreases.

Oh, and

[Yatta]

So I purchased one of these used from MSF (the intake, not the isolator) and I had to replace it on install, a quick trip to Lowes (or home depot, or Ace) will put you in front of some hardware that will very quickly replace this cheaply, thats what I did. Next time I do this it will likely be a more durable material (nylon or?) but this does lead me to comment on the OP and the replies that followed.

CP-e charges a premium for parts that are well designed.
CP-e considers this a wear item.
CP-e is in the business of selling (great) motor mounts.
CP-e could offer this item out of something other than the same cheap ass rubber that the stock motor mounts are made of.

CP-e is charging $10 for this part? is there shipping on that? sounds like they are charging you to package/handle it.

On a side note, I replaced a K&N intake with the CP-e nano;

K&N uses a similar isolator for their intake and it is not a wear item, why? it holds considerably less weight (they mount the intake off of the BPV pipe, so the intake and the engine move together) and the isolator is used to hold the cold air partition.


and if you don't like it being a wear item, go on and mount that intake directly to the chassis, you will understand quickly why they did this and will have much more to worry about than a $2 dollar part, reminds me of the paperboy in better off dead, I want my 2 dollars.....

[Davsetz]

I'm almost sure they could make that thing with gypsy tears and unicorn jizz. Mount it on the baby jesus' ass. Shit would still break down from heat ,dust, and general wear.

[someguy]

This has turned into something of principle more than the cost...I know full well I can replace it for a couple bucks and obviously can afford it (costs less than gallon of gas that the car drinks like koolaid). The point is cp-e isn't standing behind their product and I still disagree about it being a wear item...hardware that holds engines in, suspension components in, seats to the frame, frankly anything with a bushing or rubber or whatnot would be covered by any manufacturer. If your engine fell out of the vehicle because the mounts failed, would you just go get new mounts and not blame Mazda?

I bet Corksport or JBR would have just sent one out, no questions asked. Hell I bet I could contact one of them and be like hey cp-e is failing miserably, you guys want to help me out? And they would.