Just saw this forum post. I can respond broadly and then help specifically.
Over 8 years of being in business we have received a significant number of fraudulent claims, so we try to figure out policies that are in the best interest of both the company and the rider.
For example, in about 2007 we were getting claims that our contactors failed and we decided at that time to just send out new ones with no questions asked. Seemed like claims kept going up....so our technician got suspicious and said to start having guys send in their contactors because he believed there was fraud going on (word got out that we would just send free contactors.) That simple policy eliminated 80% of claims or more, I think. Guys couldn't abuse their stuff anymore and just assume we'd cover it all.....or just get a free contactor for their buddy.
That's just an example....in terms of ropes, we have about 30 warranty claims a year on ropes out of several thousand sold. It is an excellent product and the only rope that comes with any warranty at all. Sometimes there can be a manufacturer defect and we will happily cover it. But we do like to see the product to make sure everyone is covered properly. Most offroad companies do just this.
We are more than willing to work with customers by charging their card as outlined above to get the rope out next day. We will also ABSOLUTELY cover all legitimate warranty claims -- and if there is any question at all after we all work in good faith, we (out of goodwill) just take the side to cover it.
I can think of maybe 2 or 3 customers that we just couldn't satisfy over the years with tens of thousands of products sold. I take pride in being known for outstanding customer service in a day-and-age when it often stinks.
So, specifically in this case Badss350, I'm sorry we haven't met your expectations and I'm certainly not saying you have a false claim! :) This is the second rope broken on one of your winches from what I understand from customer service, so we'd also like to figure out the cause to prevent it in the future. We will definitely take care of you. You can shoot me a PM if you'd like and we can figure out the best arrangement for you to get you up and rolling ASAP. Thanks for being a loyal customer thus far.