soviet

iTrader: (10)

20psi or more on street

Savington

iTrader: (31)

IZOD agrees

MFSPSTurbo

First, I'd like to extend an apology to user Soviet for both the issues he's been experiencing, and the way that his solution has been mis-handled. Apologies also are due for the delay in both identifying that this issue existed and in posting a reply.

Second, I'd like to take a moment and introduce myself, and state clearly that my intent here is to support the BWTS EFR Series product that has failed in service. It is not my intent to market product, make claims, or cultivate any speculation.

My name is Mike Franke, and my title is Director, Service Operations, for Southeast Power Systems, located in Tampa, Florida. We are one of several Borg Warner EFR/AirWerks Master Distributors strategically positioned around the globe.

While I am not employed by BWTS, our companies are partners in the truest sense; we rely on them, and they rely on us. It is an excellent relationship, and I am confident that this post will be supported by BWTS.

Now, formalities aside, I'd like to respond directly to post #215, as it appears a grave error, either intentional or not, has been made.

Himni Racing's statement is 100% false, and in no way represents the process used to determine warranty eligibility of a turbocharger, regardless of manufacturer. To clearly state; Himni Racing is NOT an authorized BWTS Distributor, and they do not possess the authority to deny or accept a warranty claim.

Neither BWTS, nor ourselves were contacted directly by Himni regarding this issue. As we were the Distributor who initially supplied the unit to Himni, that ties us to this issue, but we would approach any BWTS warranty claim the same way, regardless of where the unit was purchased.

BWTS has a very specific and logical method for warranty claim processing, and part of it includes the Distributor network as partners in this process. Many Distributors are certified as "O.T.S." Warranty Centers. Our location in Tampa actually employs two (2) staff members who are factory-certified and authorized to perform warranty inspection and analysis on-site. I am one of those staff members, and currently, I handle 100% of all turbocharger warranty claims, regardless of manufacturer.

The process is actually quite simple, and it is done as a priority within our workshop; we put warranty work in front of 'paying' work, because it isn't just 'paying' work. It's 'PAID-FOR' work.

The unit is obtained, physically inspected, and a Warranty Analysis Report is generated. Upon inspection, if the unit is found to be defective, we immediately notify BWTS, who have an entire department devoted to supporting warranty for both aftermarket and O.E. customers, and the decision is then made to either implement corrective action on-site, or to forward the unit to the plant in Asheville, NC for secondary inspection and final determination of warranty eligibility.

Now, in the case of EFR Series units, as much of the technology is still quite new, all units must be forwarded for this secondary inspection. Our company policy is, and will continue to be, to absorb all labor and shipping costs for such warranty inspections.

Once the unit is inspected, and a final determination is made, if a unit, EFR or otherwise is found to have failed due to an 'internal', or warrantable condition, credit is arranged for the Distributor. In our company's case, we then issue that credit to the purchasing customer as rapidly as possible. If a replacement assembly is available, that credit is immediately applied to cover the replacement unit at 100% of the price we charged for it. If a replacement unit is not on hand here or at BWTS, we will make all attempts to locate a unit, perhaps from a fellow Distributor, and, again, specifically, our company's policy is to absorb any variance in the price we may pay for the replacement, as well as inbound shipping.

In the case of EFR Series units, where availability has been a challenge, the customer is offered full credit for the price paid to the Distributor, and has the choice to take this as a refund, or as an internal credit to be applied to a replacement, on a 'first available' basis.

As with warranty repairs, replacement units are issued as a priority to warranty customers.

In other words, if a unit fails, and the failure is warrantable, our goal is to get the customer back up and working ASAP, with zero additional cost out-of-pocket for the replacement item.

If a unit is found to have been due to an external, non-warrantable cause, we absorb the cost for the failed materials to be transported back, then to the customer, as well as all labor costs related to the inspection. At that point, discussion can begin as to a chargeable solution.

Okay, what does this all mean to an affected customer?

I'd like to extend an invitation to Soviet to allow us to arrange UPS or FedEx pickup of the failed unit, at no charge to him, and bring the unit into our facility to begin the warranty process. We will make all haste to get the inspection claim process done within 24 working hours of the unit's arrival, and we will do everything possible to fast-track the inspection process at BWTS, all the while maintaining a clear path of communication, including any inspection photos or documentation relevant to the process.

I'm also happy to answer any questions regarding EFR Series products, relative to support, technology, function and availability.

It is not my intent to market or sell products using this forum; just to offer support.

I believe my contact information is clearly noted in my profile, and of course, you may use either this forum or a direct message to contact me to implement the above.

Ryan_G

iTrader: (8)

Wow. I am impressed with the comprehensive response. I am located very close to you and was thinking of getting an EFR turbo and will probably be contacting you in the future.

18psi

iTrader: (76)

FINALLY someone that seems to know what they're talking about has shed some light on this nonsense.

Thank you sir.

rleete

iTrader: (21)

+1. This is customer service at it's finest.

Leafy

iTrader: (1)

Well I know where I'll be going to order the turbo for the racecar.

y8s

iTrader: (8)

As a true skeptic, I'd like to see the dotted line that actually connects SPS to BW rather than taking the word of someone who registered on this forum. No offense to Mike if he is as legitimate as he says.

Full-Race Geoff

Y8s: I see you are a moderator, Mike is legitmate - I vouch for him and SPS, we are fellow BW master distributors and work together often. He will take care of warrantying soviet's turbo the way it should be handled.

Everyone who is part of this EFR program is passionate and truly cares, we are in it together for the long haul

MFSPSTurbo

No offense taken.

Under the circumstances, especially considering how dark things turned once Soviet's situation turned dire, I would suppose some skepticism would be expected.

There is a mechanism in place for confirming authorized Distributors, and can be found easily on the BWTS websites, TurboDriven.com - BorgWarner Turbo Systems, and Performance Turbos | TurboDriven.com - BorgWarner Turbo Systems.

I'm not sure what the policy for posting web links, but I'll try:

Find a Distributor | TurboDriven.com - BorgWarner Turbo Systems

This will take you to the O.E. BWTS site, and to the 'find a Distributor' section; just bring up "U.S.A.", then "Florida", and you'll see that four of our five branches are listed. All contact information is valid, and, for reference, the Tampa location is where I'm located, and we're the distribution point for turbo products here.

You'll note as well that a similar mechanism exists to confirm "Performance Distributors", and you'll see us pop up on both sites, in the same manner. Specific EFR/AirWerks Distributors are noted with the presence of the EFR logo script.

Performance Turbos|TurboDriven.com - BorgWarner Turbo Systems

You'll note that with both search methods, you can 'filter' your search by seeking Distributors with attached workshops as well. As a group, our company has been in business since 1941, and we are a 'brick-and-mortar' Distributor, with full workshop capability at all five locations, each having it's own specialty.

Our company's turbocharger-specific website is in my contact information; I don't want to create a conflict of interest by posting it here.

MFSPSTurbo

Thank you, Geoff.

I will return the same compliments; Geoff, and the entire Full-Race team, are valued partners to our company.

Everyone involved in this program are passionate about forced induction, and like Geoff mentioned, we are in this for the duration, and proud to be affiliated with a company like Borg Warner.

soviet

iTrader: (10)

Thanks Mike and Geoff. I never doubted Borg Warner and posts like this just reaffirm that.

I look forward to more boost.

sixshooter

iTrader: (12)

I have personally met and discussed turbos with Mike Franke and know that they are a master distributor for the BW products. My company has many years of experience with their company and we know them to be highly competent and reputable. I would not hesitate to do business with them.

My best buddy Gary with the R32 GT-R bought his twin BW's from Mike.

y8s

iTrader: (8)

Thanks guys. Just looking out for the little (russian) guy on the forums.

For anyone who reads this later: Mike Franke's registration email and the contact info on BW's site match.

We tend to get pretty merciless when dealing with people who scam and take advantage of our users. It's nice to see BW and SPS want to help out.

yank

iTrader: (1)

Very nice! I'm hoping that proper break in procedure keeps me in the clear. I'm going to run wastegate spring pressure until Full Race gets them back in stock just in case.

Thanks for taking the time to make a username and clear this up. Its good for the BW name and good for us.

soviet

iTrader: (10)

Got 2 emails from Himni saying they want to replace my turbo.

y8s

iTrader: (8)

maybe point Himni to this thread where he gets pwned.

MFSPSTurbo

Leonid,

I cannot reply to your PM (I'm still a n00b), but I sent several emails to the address you provided in your PM. When you have time, please let me know that you received those and understand the solution path that I've offered.

Regarding Himni's offer to assist, yes, we did contact them as soon as we became aware of this issue, and suggested that they reach out to you, which it appears that they have.

However, our offer for support stands as per my message. We are at your service until this issue is resolved, whether directly with you, or 'through' Himni Racing.

I do receive messages during the weekend, so feel free to contact me.

Thanks,

Mike Franke

pdexta

iTrader: (17)

Great to see this is well on the way to getting resolved.

I would have never questioned MSFPSTurbo, but that was a good call. How gangster would you be to just go registering on random sites, claim you're a BW rep, get everyone to send you broken turbos, tell them their warranty was denied, then get the turbos warrantied and resell them, lol.

Reverant

iTrader: (10)

Shut up fool, you're giving them ideas.