kinda feel let down....

Looks like they've gotten you taken care of. I'm sure many people appreciate you bringing this issue to light.
This just reinforces everything I've heard about Griots CS- I will have no problem buying from them in the future.
 
An easy fix for Griots would be to have a "limited lifetime warranty" that spells out what is and what is not covered. If it says "lifetime" then I would expect a lifetime of swaps. In truth it is not a lifetime warranty unless you don't use it, then of course the tool will last forever. I see Griots tools being favored because of their "lifetime warranty" and this is a good thread to remind folks that your "lifetime" may not match the manufacturers "lifetime". As always, buyer beware.
 
As a clarification, our Lifetime Warranty, as stated HERE, is against defect. Things wear out over time during normal use and those things are, as the warranty is written, not covered. BUT, as many of you have probably experienced and despite logic sometimes, we honor the warranty anyway. Do some people take advantage of that? Yes. But that's the price we're willing to pay to continue to deliver the highest level of customer service.
 
I hope this thread further instilling confidence in Griot's. I've read so much good regarding this company backing their products that I was surprised to see this thread pop up. Hoping everything works out for the best here and maybe the OP will actually end up with a product that both meets his needs and that he likes even better than the previous machines.
 
thanks...I guess from the get go it would have been simpler to state "carbon brush wear is not covered under warranty". Just a thought as I was unaware of that as I don't read warranty info on anything ever, just like most don't, but rather will just call the company up and figure it out with a live person.

If you can provide a source to buy brushes for the 6" since its not a warranty issue, and I no longer care about warranty anyway as I will not get it covered, I would appreciate it!

I have the 21 and like it...even though its not a lifetime warranty, LOL.
 
Envious Eric said:
thanks...I guess from the get go it would have been simpler to state "carbon brush wear is not covered under warranty". Just a thought as I was unaware of that!

If you can provide a source to buy brushes for the 6" since its not a warranty issue, and I no longer care about warranty anyway as I will not get it covered, I would appreciate it!

I have the 21 and like it...even though its not a lifetime warranty, LOL.
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Eric,

A new set of brushes are already in the mail as of this morning. They're going priority so you should see them in a few days.

I will fully admit that currently there is ambiguity on this brushes/warranty issue that we are still sorting out. We are still working on the replacement procedure document and finalizing a few other details. We now have brushes available for $5 which can be purchased as spares or replacements. We will still take care of it for people though.

AAAAAND, the G21 is covered under the same Lifetime Warranty against defect. ADDITIONALLY, The BOSS tools have a 2-year warranty against wear. It's additional support on top of the warranty against defect. :bigups

Thank you for your patience, Eric!
 
Griot's Garage said:
I'm having our customer service manager give you a call here shortly to discuss giving you full credit for your 6" Random Orbital towards The BOSS G15 or G21 (G15 would probably be a better fit as an alternative). Edit: which apparently already happened!
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Awesome. Great customer service
 
Replacing brushes in a poisher is a no brainer and I belleive even the average guy can do this without getting into trouble. That said, this assumes that the brushes are the only problem. I've also seen the armatures with burn marks on them when the brushes stick. For many, this is also a fairly easy matter to fix by using steel wool or a fine sand paper to clean it up. I can however see where Griot's would want the ability to look at the entire machine to ensure that it works properly. Some might be intimidated tearing the machine down further to clean the armature up.
 
GearHead_1 said:
Replacing brushes in a poisher is a no brainer and I belleive even the average guy can do this without getting into trouble. That said, this assumes that the brushes are the only problem. I've also seen the armatures with burn marks on them when the brushes stick. For many, this is also a fairly easy matter to fix by using steel wool or a fine sand paper to clean it up. I can however see where Griot's would want the ability to look at the entire machine to ensure that it works properly. Some might be intimidated tearing the machine down further to clean the armature up.
Click to expand...

Having worked in a mechanical field (pinsetters) as well as go through school for automotive mechanics, I've seen first hand that there are people out there I wouldn't trust to change batteries in a flashlight. Let alone brushes in a motor
 
ShaneB said:
Having worked in a mechanical field (pinsetters) as well as go through school for automotive mechanics, I've seen first hand that there are people out there I wouldn't trust to change batteries in a flashlight. Let alone brushes in a motor
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I certainly won't argue that point. I worked in the automotive repair field for over 25 years and there are many that have no business picking up a screwdriver. I've spent my share of time fixing their fixes but I did say the average guy. :)

This isn't the same polisher but I think it's a pretty good representation of a polisher. Some with the external plastic retaining caps are even easier.

 
JBM said:
What part of the machine would fail in 5 years that wouldnt be considered from use?
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I mean no offense with this response, this isn't directed specifically to JBM's post but this post reflects many's understanding in this thread. It's a question worth asking.

I'm sure it's just me but I really can't see where people equate a manufacturer's defect and brushes that wear out to be in the same category. Anything mechanical will eventually wear out. Their warranty states a lifetime warranty against defects with this product. I see that warranty covering a trigger hinge that breaks, a motor that overheats and melts the case, solider joints that repeatedly fail, etc. That's different than simple wear and tear.

The biggest mistake that I can see Griot's has made in this whole deal is being the "good guy" and going overboard in replacing products that were simply worn. I can't imagine the cost dynamics of a new machine vs. simply replacing brushes. I have no dog in this fight but I can't see why this is misunderstood. I also happen to believe Griots has errored in not readily making brushes available (for a price) and the instructions to put them in. They know that it is the high wear item. I think they could have saved themselves headaches here but what do I know?

People have mentioned that they would like to see it advertised as a limited lifetime warranty and that's OK. The other end of the spectrum is that it doesn't say it has an unconditional lifetime warranty. Electrical products will wear out. Firestone nearly put themselves out of business decades back by selling the Forever Battery, batteries don't last forever. I believe that with this understanding one needs to decide whether or not a product is worth it's price knowing that it won't last forever.
 
I dunno if this helps anyone, but a lot of mom and pop hardware stores still sell brushes, if you need to get them quickly. The one near me has a whole drawer full of different brushes in little compartments for various motors. I don't know if they have ones that for a polisher - but I'm guessing they do.

So, if it was me, I'd be all about replacing the brushes myself - and save my warranty repairs for when something on the machine really broke. This may or may not void the warranty (technically), but I'm pretty sure most people could do it on the down low.


****please support trans-species humans.
 
Swanicyouth said:
I dunno if this helps anyone, but a lot of mom and pop hardware stores still sell brushes, if you need to get them quickly. The one near me has a whole drawer full of different brushes in little compartments for various motors. I don't know if they have ones that for a polisher - but I'm guessing they do.

So, if it was me, I'd be all about replacing the brushes myself - and save my warranty repairs for when something on the machine really broke. This may or may not void the warranty (technically), but I'm pretty sure most people could do it on the down low.


****please support trans-species humans.
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We have an electric motor repair store not to far from me. I'd definitely have given them a shot.
 
Customer service comes through from Griots, thanks!

I do agree. Brushes should be a replacement part, and not void the warranty. Its 5 min to do, and takes 4 screws, two clips, and two plugs ends....not rocket science.

on a side note, I am gravitating towards the fast correcting cream and the perfecting polish....very solid two step combo!
 
This thread is rather sad. I can see people expecting Griots to be a ministry. I see so many times, people expecting a ministry out of a business.
I have to hand it to Griots to stand up and say the warranty is for defects. Not wear. Nobody warranties wear or abuse.
It shouldn`t be hard to find brushes for this. You`d be surprised at how many thing are built with `off the shelf` items.
With that said. I`m a new owner of a Griots 6 inch DA Polisher. I am impressed with it. Never used a DA Polisher before. I could have been swayed to another more expensive polisher. But one guy on the internet who does mobile detailing in So. Cal. said to just get this one. You`ll be happy. I`m happy I followed his advise. I love the large size to grip it. All that vibration in it makes the large grip needed. The handle is somewhat insulated from the vibration and works out well. I couldn`t be happier with a DA Polisher. I`m glad I didn`t waste money on a more expensive polisher.
I wish Griots the best.
 
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