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Discussion Starter #1 (Edited)
I had recently purchased a vipermax 4500 for my 2012 RZR-S...broke the rope on the 3rd use pulling a honda out of the mud..rope was out about 15ft, snapped. Wasnt even stuck bad..after emailing back and forth for the last week, i emailed again today to see the status of having it replaced under warranty. Was told to send it in, will take 2 weeks to "evaluate" the rope to see if they would replace it...so now Im looking at 3 weeks with no winch cable, not to mention the time is takes to have one shipped out and actually get to me..This is the 3rd winch I have bought from Motoalliance, and it will be the last.
 

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Sounds like you got clothes-line instead of winch rope.

(Pic of Fine Babe on back ? )
 

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Discussion Starter #3
I agree..I got the 4500 in case I got IT stuck and had to pull myself out...but in a straight line, 15ft, pulling a lil honda out and it snaps..WOW
 

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We broke a cable on a very easy pull with a warn winch, had nothing to do with the pull, just the 1000 mud holes and my son compressing the cable wrong in a bad rewrap a couple of times.
 

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I realize your claim is legitimate, but there are a lot of people who might damage the line some how, then put in a claim for a broken line under warranty. Heck I bet there would be someone who might not break the line at all, claim it was so they could get it a spare or a extension. How about getting a little "inventive" on your claim. Ask them if emailing them close up pictures of the line for 5 ft either side of the break. I assume you are going to replace the line if it is not warrantied, or will you just shorten what you have. If you are going to replace it regardless. Have them send one with your charge card. Then when they get the line and warranty, credit your CC back. I have done that before.
Working with the public, I am telling you there are a lot of people who feel it is their duty and a game to try and get things for nothing.
 

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Hey Guys,
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.

Thanks!

Peter
President
Motoalliance
Moto Alliance
1-866-527-7637
 

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Discussion Starter #8
Dude, dont let my one incident swede you from getting thier winch..Its the best there is for the money..I have been using Viper since 2008 and other than this one incident with service, Viper has been great, and if I get another RZR, It too will have a Viper on it
 
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