In the past I have been a great supporter and defender of Rinehart. I have always liked the look and sound of the Tru Duals - and have always been happy dealing with the company. I have purchased 3 sets of Tru Duals over the past 3 years. With each set, the end caps turned colors, and each time they did, I called Bubs customer service and explained what had happened...and each time they sent replacement end caps without question...not asking for pictures to verify the condition or asking for the discolored end caps to be returned. On my most recent set of pipes (for my 07 SEUC), this occured, and again, the end caps were replaced without question. Later, towards the end of the last year, the end caps on the same set of pipes had again turned purple. I called Bubs customer service and explained that the end caps were purple, and I would like them replaced. They told me that a new policy was in place, which limited the warranty and replacement of the end caps to one year. (I purchased this particular set of pipes via Eastern Performance). I explained to them that - A. The pipes were not one year old - and there was no such warranty limitation in place when I purchased the pipes. B. They had in fact already replaced the end caps once without question on this very same set of pipes. I asked if they were telling be they were placing a "retroactive warranty" on these pipes.
The response I received was that before our conversation would proceed any further, I needed to provide evidence via a receipt from Eastern Performance verifying the purchase date of the pipes was less they one year ago. If they were in fact less then one year old, they would replace the end caps under warranty. If I could not produce a receipt, it was game over. I asked if the policy existed over one year ago (limiting the warranty to one year). They told me no, it didn't, there was no time limit in place over one year ago.
So, my logical mind required me to point out to them that if the pipes were over one year old, then they were purchased with a warranty that did not place a time limit on replacing the end caps - and therefore, they owed me end caps... And if the pipes were less then a year old then they were subjected to the new policy - therefore they owed me end caps. So, receipt or not, they needed to send me replacement end caps.
After a bit of back and forth, the representative told be bottom line - produce a receipt that proved the pipes were less then one year old or go away. I pointed out my multiple purchases over the past several years. He was not impressed. I declined to call Eastern Performance to obtain a new receipt. I suggested that by now, I was aggravated, and if he was interested in keeping me as a customer, he could call Eastern Performance on my behalf and obtain the purchase date of the pipes. He declined to call Eastern Performance to obtain a new receipt. Truth be told, I had the receipt all along, but as I said, I was aggravated and principle had set in...
So, I went away...sold the pipes...and now have a shiny new set of D&D's on my bike...and I like the look and sound, and have been happy with dealing with the company - but that is where the story began, isn't it...
End of story...end of relationship!