TurbochargersPlus Warranty Process.
How does the Warranty Process work?
More than 90% of initial after sales inquiries are not related to a Turbocharger or product-related defect or fault.
We have a Warranty Process based on triage-type decisions to assess the issue or inquiry at hand.
And work to assess and filter warranty inquiries via the Triage approach, to minimize costs to both parties.
That process begins after the customer submits a Warranty Form (fills in a short form – form link can be found in email sent at purchase).
The warranty case then holds all information related to that inquiry, and is presented in a time-stamped, chronologically ordered email file.
Turbocharger faults are complex and hard to diagnose.
The process may identify installation faults or external factors, such as other engine sub-components or vehicle operational factors contributing to, or creating the reported issue, and help the customer with advice on such.
We may also make Initial Determinations based on information received in the Warranty Form, and subsequent information gathered from the Buyer (including photos relevant to the issue at hand).
To make such determinations, we combine all available information and our vast experience in Turbocharger and vehicle/Turbo operation and diagnostics and include identification where conformity to Warranty requirements were not met.
Or we may determine the fault is unable to be solved within the Triage system, and require the Turbocharger / parts be sent back for internal inspection followed by a written report on findings.
Cases with adequate information within an inquiry file (to make accurate decisions), are occasionally closed without the need to return the Turbocharger or product.
So the process is fluid and can take time (especially where replies / information from the Customer is not received in a timely manner – although we generally respond to inquiries within 1 Working Day), but sometimes can be resolved the same day.
Generally, the process saves time and money, especially where the issue is rectified in-situ, and does not require removal or re-installation of components.
If the fault relates to an actual manufacture defect, it comes under our Limited Warranty (limited to parts supplied).
To be clear, a Turbocharger or part is only at fault from defective manufacture when we deem so, and whereby the process as above has run its course.
For further information, you can access the entire Warranty Document here: https://www.turbochargersplus.com/36-month-warranty/
Further Background:
Turbocharger Quality Control
As mentioned previously, the majority of initial ‘defects’ reported are related to install and operation.
And the many of those failures occur soon after install.
Only between 2%-3% of Turbochargers fail in the first 2 or 3 operational years, due to a true manufacture defect.
Factory Quality Control (QC) standards need to be high and precise, as Turbocharges are precision machinery.
Turbo impellers / turbines spin up to working speeds of around 100,000 to 180,000 (depending on model).
Factory QC includes VSR (Vibration Sorting Rig) bench balancing, as an absolute requirement.
Balancing the compressor and turbine ends of the CHRA, ensure imbalances are eliminated to allow vibration-less, high-speed spin.
Likewise, bench flow-testing is done on Variable Nozzle Technology (VNT) Turbocharges to ensure correct operation of vanes.
The process calibrates variable-vane/nozzle Turbochargers to original flow parameters.
And is done for both pneumatically operated, and electronically actuated, VNT Turbochargers.
Additionally, the flow testing process allows for pressure testing of the oil / gas ‘seals’ in the CHRA.
The QC process also includes the torque and testing of every nut and bolt on the Turbocharger.
Turbocharger Warranty Checks
If we require a turbocharger returned for internal warranty inspection, we dis-assemble and create a report with photos on findings.
Prior, we often get assurances from customers that correct installation or vehicle operation has been adhered to.
But unfortunately, internal inspections often reveal issues such as ‘blueing’ on the shaft (from excessive heat from lack of oil flow).
And usually accompanied by scoring of the shaft and damage to the bearing system (oil flow / lubrication issue and/or ‘dirty’ oil).
And there are many other issues relating to Turbocharger Installation Faults and Turbocharger Vehicle Operational Faults.
However, problems associated with oil, contribute to a vast majority of Turbocharger failure.
Here is more information on Turbocharger Oil Systems and why it’s so Important.
There are certain practices that must be followed without exception, when installing a new Turbocharger.
We have seen many turbo installation cases whereby during installations, the Turbocharger Oil Feed Pressure Pipe has not been replaced.
Or priming of the CHRA oil gallery and oil feed pipe before initial startup has been neglected, or re-priming after draining oil at an oil / filter service neglected.
This can cause immediate failure of the Turbo, or a significant decrease in operational life span.
The global standard for Turbocharger installation, was created by Honeywell Garrett (the largest Turbocharger manufacturer).
The standard sets out “Best Practice for Turbocharger Installation”, and we use that standard as a template for successful Turbocharger installation.
Additionally, before installing a new Turbocharger, the question needs to be asked:
Why did the original Turbocharger fail?
Occasionally it is just age-related wear.
But if not, it is VERY important to fix the underlying cause before installing a new Turbocharger, to ensure the issue is not being replicated.
In Summary:
We will honor warranty if installation and operation conforms to the warranty requirements & Terms and Conditions of Sale, as set out above, in the email you received at purchase, or found in or Warranty Documentation, and here below:
https://www.turbochargersplus.com/36-month-warranty/
And provided the issue is a genuine factory defect.
And rest assured, if it is a manufacture defect (warranty case), your case will be dealt with in a professional and timely manner.
And it simply comes down to this:
If the problem has to do with Turbocharger Installation Faults, or Vehicle Operational Faults, then it is not a warranty.
If it is a genuine manufacture defect, as proven by analysis of the issue, it is a warranty.
And if the diagnosis remains uncertain, we will warranty the product regardless.
If you have queries on our TurbochargersPlus Warranty Process, or our Turbochargers and parts, please contact our support on: 0490 059 316.