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Arnott warranty service

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Old 02-11-2014, 07:20 AM   #1
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Default Arnott warranty service

I posted this in my thread on the problems I am having with the suspension in my allroad but wanted to post it for all to see under it's own thread. If mod's want to delete it them I'm okay with that too.

Well this is a new twist.

I contacted Arnott today about the possibility that there is a defect in the shocks that I bought and had installed. Their response was:

"for warranty claims you need to contact your reseller, we can only help customers who buy directly from us"

Now I did buy my shocks through an Ebay seller primarily due to price but thinking that a company like Arnott would honor any warranty claims on a brand new product sold through one of their own resellers. This is not the case!

My reseller will warranty the product for only 60 days with exchange or refund. I am making use of the refund option here and will consider what to do while this is being sorted out.

I am rather disappointed that Arnott would set up a retail suppliers who sell Arnott product through the internet and then not support the product that is sold. On Ebay alone there are four resellers, and we all know there is only one supplier. One of the biggest reasons for buying this product is the peace of mind that if it fails the company will stand up to their warranty and replace the product. Actually it is quite the opposite. The wording by Arnott in their warranty is quite shifty:

Online and Auction Purchases: Products purchased through online part stores and auctions (this does not apply to
purchases made directly from Arnott) are eligible for that vendorís warranty coverage only and you must deal with that
vendor for any and all warranty or return issues. Arnott requires an original or copy of the Arnott sales receipt. Online
auction confirmations are not accepted for warranty verification. In most cases your vendor will work with Arnott to get an RMA number and arrange for shipping of your part to Arnott. Arnott will not replace missing components from any
package purchased through an online auction other than directly from Arnott.


Now let me figure this out. My shocks were manufactured by Arnott, shipped from a warehouse in Merritt Island Florida, installed albeit poorly by a shop, and probably defective. However because they were purchased directly from a reseller that Arnott supplies and not from them directly. The Limited Lifetime Warranty does not apply unless the reseller will honor it. So watch out for this company! In a time when service seems set many good companies apart it appears Arnott is using loopholes to not stand behind their product.

Rant over- Unbelievable but maybe it it will help somebody on this forum.

Last edited by barny0055; 02-11-2014 at 07:23 AM.
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Old 02-11-2014, 11:05 AM   #2
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You should buy a new one from Arnott directly and then send the bad one back. They will then send you a new one. You are going to need it - keep it as a back up. Arnott's quality has been dropping so your new one is guaranteed to fail. My indy said that they have replaced more Arnotts in the last year than they had in the previous four years. Arnotts are lasting 13-18 months on my car which is driven about 8000 miles a year. You'd think they would want to make them high quality so they don't have to guarantee them all the time. I think Arnotts suck and regret not installing OEM. When the indy's labor warranty runs out, I may dump the Arnotts and go OEM since they lasted 7 years on my allroad.
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Old 02-11-2014, 12:27 PM   #3
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That's it. If you had bought directly from Arnott, albeit more expensive, you would have gotten the lifetime warranty. You can do what he suggested above tho....I would.

Arnott sells their products cheaper with less of a warranty to wholesalers...it's just business/fine print.

Are they gen I or II Arnotts? I gotta say that I've had gen Is on my allroad for over 5 years on the fronts; no issues. But I did hear quality had gone down when they moved to their new facility a few years ago. I'm still on the OE bags out back with 205,000 miles ! And will buy direct from Arnott next time if needed.
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Old 02-11-2014, 02:11 PM   #4
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Originally Posted by all(over)road View Post
That's it. If you had bought directly from Arnott, albeit more expensive, you would have gotten the lifetime warranty. You can do what he suggested above tho....I would.

Arnott sells their products cheaper with less of a warranty to wholesalers...it's just business/fine print.

Are they gen I or II Arnotts? I gotta say that I've had gen Is on my allroad for over 5 years on the fronts; no issues. But I did hear quality had gone down when they moved to their new facility a few years ago. I'm still on the OE bags out back with 205,000 miles ! And will buy direct from Arnott next time if needed.
I ordered from Arnott directly...you don't save enough to make it worth a warranty hassle later, ordering from after-sellers.

Plus, everyone here gets 10% off Arnott's listed prices by entering the code in this link when ordering >>>

http://forums.audiworld.com/showthre...ht=Arnott+code
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Old 02-11-2014, 04:28 PM   #5
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I have to say, after reading all of the unhappy stories with Arnotts (even though most get replaced, who needs the hassle?), I am so happy to have my OEMs on the rear (2004 with 115,000) and replacement OEMs on the fronts (after around 95,000) and a painless experience with my local dealer (just lucky, I guess).

I would steer clear of Arnott, after hearing of all of the problems with their stuff...

YMMV

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Old 02-11-2014, 06:11 PM   #6
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Arnott is not alone. Research shows that many manufacturers of all kinds of products have the same policies re purchases made on eBay type websites where control by the manufacturer can be severely limited to none at all, especially if the seller is not a franchised dealer. I've found it's always best to check manf. warranty policies prior to making a significant purchase from eBay.
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Old 02-11-2014, 06:58 PM   #7
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Originally Posted by rlawall View Post
I have to say, after reading all of the unhappy stories with Arnotts (even though most get replaced, who needs the hassle?), I am so happy to have my OEMs on the rear (2004 with 115,000) and replacement OEMs on the fronts (after around 95,000) and a painless experience with my local dealer (just lucky, I guess).

I would steer clear of Arnott, after hearing of all of the problems with their stuff...

YMMV

Rick
Cost is the issue with most AR owners...mid-line used cars with low resale values...cheaper than a new bottom of the KIA.

What did this "painless" experience cost you for 2 OEM bags and obnoxious Audi dealer hourly labor charge? ...about one quarter to one third of the car's total value, I would guess.

I changed both bags in my driveway for a total of $600 and a couple of hours of free exercise (no gym membership required).

I find shelling out huge money to under-qualified ***** to be quite painful indeed...NOT lucky, by any stretch.

Cheers
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Old 02-11-2014, 09:02 PM   #8
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Originally Posted by silverd2 View Post
Cost is the issue with most AR owners...mid-line used cars with low resale values...cheaper than a new bottom of the KIA.

What did this "painless" experience cost you for 2 OEM bags and obnoxious Audi dealer hourly labor charge? ...about one quarter to one third of the car's total value, I would guess.

I changed both bags in my driveway for a total of $600 and a couple of hours of free exercise (no gym membership required).

I find shelling out huge money to under-qualified ***** to be quite painful indeed...NOT lucky, by any stretch.

Cheers
If you don't wrench, going with OEM is a good bet if your goals are long term. Especially after I found out a local shop that works on Audis that can get original Audi bag $550 installed.
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Old 02-12-2014, 03:26 AM   #9
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Quote:
Originally Posted by silverd2 View Post
Cost is the issue with most AR owners...mid-line used cars with low resale values...cheaper than a new bottom of the KIA.



I find shelling out huge money to under-qualified ***** to be quite painful indeed...NOT lucky, by any stretch.

Cheers
Well, I vetted my local dealer (I also have a very good indy nearby), and they aren't "under-qualified *****". In addition, because I don't nickle and dime them, they don't nickle and dime me, so I generally get a pretty good deal on parts and labor (they often come in less than my indy).
I would rather spend a bit more to do it once and be done, than save money, only to have to replace a part numerous times...
When I factor in the value of my own time, I end up saving WAY more (money and sanity)!

Rick
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Old 02-12-2014, 07:27 AM   #10
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Originally Posted by rlawall View Post
Well, I vetted my local dealer (I also have a very good indy nearby), and they aren't "under-qualified *****". In addition, because I don't nickle and dime them, they don't nickle and dime me, so I generally get a pretty good deal on parts and labor (they often come in less than my indy).
I would rather spend a bit more to do it once and be done, than save money, only to have to replace a part numerous times...
When I factor in the value of my own time, I end up saving WAY more (money and sanity)!

Rick
I understand your point, but if you look up "under-qualified *****" in the dictionary, you'll find a photo of my local VW/Audi/Porsche dealer...followed by smaller pics of all the local "indy's". You may be lucky in that respect...if you call dolling out fat wads of cash "lucky". I noticed you didn't put a $$ amount on your repair, when I did...that's OK, actually admitting numbers that high that I spent (for a repair only needed on money/gas-sucking AR's require) makes me a bit nauseous, too

If I didn't do all my own wrenching (couldn't imagine another way or anything much more satisfying and peace-of-mind inducing) I wouldn't own most of the cars I own now or in the past. I don't waste my "valuable" time on repairs...rather, I have the privilege of using my time for them...and AR's are non-stop "fun", like no other car I've ever owned (it's ALWAYS something).
I tried to talk my wife out of buying one, but she was dead set on it...I urged her to get ANY other NON-turbo Audi or VW avant w/AWD instead. Admittedly it's fun to drive in a very different way than other Audi's, like a sport truck kinda thing...she drives it around in the horse pasture like her own monster truck. But I even steer non-DIYer friends who are not made of $$ away from most Audi's and most especially the AR.

About Arnott's (and I'll probably eat these words eventually): As with anything, you only hear about the failures...not the successes. I would venture a guess that the vast majority of their springs do not fail early...it's just a car tire mounted on a cylindrical rim...it ain't brain surgery. Of course OEM would likely outlast them...at double the price. I have no fear...it's an easy, straight forward DIY compared to most.

But, I pray to Saint Bentley of Cambridge that she unloads the needy thing before something truly expensive fails on it

Peace & Cheers
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Last edited by silverd2; 02-12-2014 at 07:31 AM.
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Old 02-12-2014, 08:47 AM   #11
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I understand your point, but if you look up "under-qualified *****" in the dictionary, you'll find a photo of my local VW/Audi/Porsche dealer...followed by smaller pics of all the local "indy's". You may be lucky in that respect...if you call dolling out fat wads of cash "lucky". I noticed you didn't put a $$ amount on your repair, when I did...that's OK, actually admitting numbers that high that I spent (for a repair only needed on money/gas-sucking AR's require) makes me a bit nauseous, too



Peace & Cheers
TOO funny! I really am lucky to have local talent to work on the allroad. I have had a 4000 (Man I miss that car, although painfully slow...) a 90CS Quattro (really miss that one, too) and I did my own work on both, I must have rebuilt the door hardware on that 4000 a dozen times!
No space or time to work on the allroad, although I still do the odd thing when I have the time and the weather's good.
My OEM parts were priced as you would expect (around $700) although I get around 20% off from my dealer. Nearly twice what I would pay for the Gen 1 Arnott, though actually not too far from what the Gen 2 would cost.
Having owned an X3 (with a 6 speed, pretty fun, actually!), a 328XIT, a Volvo XC70 T6 (still own that one as a family mover)... there is something about the allroad that I don't get from other cars, a combination of space and (moderate) performance and of course the go-anywhere functionality... I would spend a bit more to keep it going for the long haul, since I've been unable to find anything that really replaces it (and by have I looked!).
6 speed, chipped, factory hitch, heated seats everywhere, fun to drive.
All that said, I certainly do get the other side of the coin... it can be VERY expensive to keep, and when you break it down, there are surely faster cars, way more reliable cars, better handling cars...

Thanks!

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Old 02-12-2014, 03:15 PM   #12
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Well maybe other companies do follow similar policies. The air springs (thank you for the terminology correction)I purchased came off the shelf at Arnott the same way if I bought them from them direct. The defect still exists.

I have worked in companies that use a retail channel to market their products on a broader sometimes more local scale that the company could. When the occasion arose that a retailer was not supporting the customer in a way we expected them too we worked with that retailer to correct the issue, but we always supported the customer. Arnott have many online retailers through Ebay, Amazon, Auto Zone etc who are selling the products for them. How long do you think it will take before the failures show up and angry customers come back because they cannot get warranty service.

Last week I broke a Craftsman ratchet. I took it into Sears and they took one of the shelf and said "sorry for the failure" and I was on my way. Lifetime warranty that they honor! It didn't matter where I bought it only that it was a Craftsman and it broke. BTW last year when the floor jack I had failed they replaced it too, and I bought that one ten years ago at a yard sale.

I take a great deal of pride in the fact that i am comfortable enough to wrench on my own vehicle. I learn as much as I can, and the results are very gratifying. I chose to have a shop do this job partially because of fear for the pinch bolt hell and because it is very cold outside north of the border. This experience makes me upset because I paid the shop that did the work and the result is so poor! How could they release the car with such obvious leaks. Secondly how can a company not stand behind a product that never functioned as it was intended. I have not even had one day of no suspension problems since putting out to get this fixed.

Maybe we should start a list of people who have had failures with Arnott air springs and when they were installed? Would be interesting to plot if the more recent ones are failing more. Or how about a sort of Angie's list of shops that are good or bad?
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Old 02-13-2014, 05:26 PM   #13
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you never hear about things that don't have problems. I have arnotts on the front, one installed 2-3 years ago by a shop by the last owner, and the other installed by me last summer. Both are still doing fine even in the ridiculously cold weather we've had this winter....-30F a couple nights and the allroad parks outside. I did buy mine from an online vendor, so I'll probably be screwed for warranty too if I ever need it.

on the other hand, seems like one of my rears has a slow leak now. it looses a bit of air overnight when it's really cold. those are still stock with 125k on them though.
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Old 02-22-2014, 06:38 PM   #14
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you never hear about things that don't have problems. I have arnotts on the front, one installed 2-3 years ago by a shop by the last owner, and the other installed by me last summer. Both are still doing fine even in the ridiculously cold weather we've had this winter....-30F a couple nights and the allroad parks outside. I did buy mine from an online vendor, so I'll probably be screwed for warranty too if I ever need it.

on the other hand, seems like one of my rears has a slow leak now. it looses a bit of air overnight when it's really cold. those are still stock with 125k on them though.
Always buy directly from Arnott, using their coupon codes. This way, they got your back for life.
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Old 04-30-2014, 12:25 PM   #15
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I bought the entire air suspension for my 2002 Audi Allroad directly from Arnott about 2 years ago. This included the Generation 2 airbags, a new airpump and Bilstein shocks. As time went on, 3 out the 4 Bilstein shocks started making noise because they blew out and needed to be replaced. Since I did buy all the parts directly from Arnott directly, I called them up as each shock failed and they had no issues warrantying them for me. They sent me a new shock, I replaced it and sent the old one back to them. I had a good experience with them as far as that goes. They don't make the Bilsteins so I can't fault them for the product but I can give them a good review as far as customer service is concerned when it came to warranty issues.
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Old 04-30-2014, 04:02 PM   #16
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If you don't mind me asking GTA Driver,where is this audi shop...I live in GTA and could use a contact like that...
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Old 04-30-2014, 04:42 PM   #17
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You should buy a new one from Arnott directly and then send the bad one back. They will then send you a new one. You are going to need it - keep it as a back up. Arnott's quality has been dropping so your new one is guaranteed to fail. My indy said that they have replaced more Arnotts in the last year than they had in the previous four years. Arnotts are lasting 13-18 months on my car which is driven about 8000 miles a year. You'd think they would want to make them high quality so they don't have to guarantee them all the time. I think Arnotts suck and regret not installing OEM. When the indy's labor warranty runs out, I may dump the Arnotts and go OEM since they lasted 7 years on my allroad.
I totaly agree with you my friend!!!
I have already wrote a thread about that about a year ago. My second set of rear Arnott are now on their last miles (the compressor is pumping every ....such a minutes...). They have been on the car for not even a full year. Ok! Quebec road are not the best one in North America but 20 000 Kilometers is not a very long shot ....isn't it?? And it is the second set on a 3 years period. Do the calculations..... At a certain point the OEM are a better "investment"
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Old 04-30-2014, 04:42 PM
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