Icon Vehicle Dynamics Suspension
Frequently Asked Questions
Icon Vehicle Dynamics Suspension Qustion: Can I combine the 3" hanger kit with a
4" spring?
Yes, Icon Vehicle Dynamics manufactured all of its
components to be modular so that they can work together in
different configurations. If you are interested in combining
components that are not listed on our site, please drop us a
note.
Icon Vehicle Dynamics Suspension
Question: Can I re-use my u-bolts?
No, we recommend using a fresh set of
u-bolts when ever they are removed.
Icon Vehicle Dynamics Suspension
Question: Can I use Icon Vehicle Dynamics Coil-Overs in
conjunction with any other lift system?
The stock Tacoma & Tundra Coil-Overs
should not be used in conjunction with any other front lift
components as they are a stand alone suspension system.
Icon Vehicle Dynamics does manufacture Tacoma & Tundra Coil-Overs that are
approved for use with the Total Chaos Upper Control Arms.
Icon Vehicle Dynamics Suspension
Question: Can I use my Icon Vehicle Dynamics Coil-Overs
with my other aftermarket lift?
The Icon Vehicle Dynamics coil-over suspensions
systems are a stand alone product and should not be used in
conjunction with any other non-authorized aftermarket
suspension components. The use of Icon Vehicle Dynamics's product in this
manner will void the warranty.
Icon Vehicle Dynamics Suspension
Question: Can I use the 2" mini spring pack with
any spring?
No, the 2" mini spring pack is only
compatible with stock Ford springs.
Icon Vehicle Dynamics Suspension
Question: Does a spanner wrench come with my
coil-over kit?
YES! The new 2 pin CAD Plated wrench comes
in all coil-over kits.
Icon Vehicle Dynamics Suspension
Question: How do the Super Duty kits work with
snow plow springs?
Traditionally the Ford snow plow springs
offer 1.5" of additional lift. Please consider this when
deciding rear options.
Icon Vehicle Dynamics Suspension
Question: How high can I adjust my coil-over
shocks on my 4WD Tacoma?
On 4WD Tacoma's you don't want to adjust Icon Vehicle Dynamics coil-overs to more than 2.5" of lift. Any more than
that puts excessive wear and stress on CV's and boots. The
use of a differential spacer will allow you to go slightly
higher. What about Tundras? The Tundra coil-over is only
adjustable up to 2.5".
Icon Vehicle Dynamics Suspension
Question: How much will each kit actually lift my
truck?
With the purchase of any Icon Vehicle Dynamics
suspension system you are guaranteed to receive at least the
advertised lift height that you bought. All Icon Vehicle Dynamics
springs were designed around the weight of the Power Stroke
Diesel Motor. Trucks with V8 and V10 motors will see higher
lift heights. A V10 truck with the 6" lift springs installed
will more than likely have a 7" lift.
Icon Vehicle Dynamics Suspension
Question: If I add an aftermarket bumper/winch
setup to my Toyota truck will I still get the lift I want?
The springs on the Icon Vehicle Dynamics coil-overs are
rated for the stock weight of the Toyota trucks (Tacoma &
Tundra). If a large amount of weight is added like a bumper,
winch OR BOTH, the truck may sit slightly lower in the
front.
Icon Vehicle Dynamics Suspension
Question: Is Axle wrap bad for the truck?
Yes, it fatigues spring and sends a shock
through the driveline. Often times driveline vibration feels
like axle wrap, but the two problems have completely
different solutions.
Icon Vehicle Dynamics Suspension
Question: What comes in the Icon Vehicle Dynamics box kits?
The small box kit part # 3-1020 (for 4" –
8" lifts) contains the following:
1 EA. Pan-Rod Bracket (3-35)
1 EA. Sway Bar Drop Link Kit (3-36)
1 EA. Drop Pitman Arm (3-FD500)
1 EA. HKSD-03 Hardware Kit Includes:
2 EA. ½" x 3 1/2" Bolt Gr.8
2 EA. ½" x 5" Bolt Gr. 8
8 EA. ½" Washer Gr. 8
4 EA. ½" Nylock Nut
1 EA. Cotter Pin
The large box kit part # 3-1030 (for 10.5"
-12.5" lifts) contains the following:
1 ea. 10.5"/12.5" Pan-rod bracket
1 ea. Pan-rod bar mount/spring pad
1 ea. Sway bar link kit
2 ea. High-Density Foam bump-stop
1 ea. HKSD-03 hardware kit
3 ea. ½" x 1 ½" Bolt Gr. 8 (Loose)
6 ea. ½" Washer Gr. 8 (Loose)
3 ea. ½" Nylock Nut (Loose)
Icon Vehicle Dynamics Suspension
Question: What is the difference between the
add-a-leaf and the full spring pack for the Tacoma and
Tundra?
The add-a-leaf utilizes the stock main
leafs while eliminating the factory overload leaf spring. It
greatly improves the on and off-road ride while providing
1.5 inches of lift.
The full Deaver leaf pack is an entirely
new pack including new u-bolts, bushings, sleeves and
American made steel springs. The pack is designed from the
ground up to provide your Toyota with the ultimate in
off-road and on-road performance.
Icon Vehicle Dynamics Suspension
Question: What is the difference between the DR
Signature Series Shocks and Bilsteins?
After many years of using Bilstein shocks
with Icon Vehicle Dynamics's suspension systems, the company felt it was
time to delve into its 30 year history of off road racing
and manufacture its own. The Icon Vehicle Dynamics Signature Series
shocks were custom valved by the same engineers that develop
all of the company's suspension components.
The combination of Icon Vehicle Dynamics shocks
and components offer the best ride quality on the market and
are covered by a lifetime warranty. DR Signatures Series
shocks are clear powder coated for a long lasting finish and
have a Nitro-Steel shaft that resist rust, pitting and
corrosion. These shocks are available in both mono-tube and
remote reservoir models.
Icon Vehicle Dynamics Suspension
Question: What shocks fit on the dual shock hoop?
Any shock that accepts a 1/2" bolt will
fit except King or Sway A Way piggy back shocks. Icon Vehicle Dynamics
does manufacture a blank shock hoop (3-9013) for these
applications.
Icon Vehicle Dynamics Suspension
Question: When do I need to use a carrier bearing
drop kit (3-37)?
Icon Vehicle Dynamics recommends the use of this kit
when going over 4" of lift. The shims minimize the drive
line angles which helps eliminate vibration on the two piece
drive shafts. However, every truck is different, so
depending on your particular truck you may need this even in
smaller lift applications.
Icon Vehicle Dynamics Suspension
Question: Why are the new blocks flat?
Icon Vehicle Dynamics's engineers have conducted
numerous tests' regarding both flat and angled blocks. The
conclusion was that flat blocks do not disturb the pinion
angle of the rear end and prevent excessive wear and
vibration from occurring. Icon Vehicle Dynamics's flat blocks optimize
spring travel and have a built-in bump stop tang much like
the factory blocks.
Icon Vehicle Dynamics Suspension
Question: Will your cross over steering kit
(3-9500/3-9599) work on my new 2005 Super Duty?
The 3-9500 and 3-9599 are the cross-over
steering kits are for the 99-04 Ford Super Duties. The new
2005 Super Duty trucks have a completely new front
suspension so these kits will not work with them.
Icon Vehicle Dynamics Suspension
Question: Aren’t all suspension lifts
essentially the same?
NO! Contrary to popular belief not all
lift kits are created equal. Different manufacturers
utilize different methods of achieving lift as well as
different geometries to address specific requirements.
For straight axle leaf sprung trucks most manufacturers
incorporate the use of replacement front springs. These
will vary in design and materials. Generally thin multi
leaf (10-12) spring packs provide superior ride quality
over spring packs with (4-6) thick leafs. The quality of
the materials used for the manufacturing of these
springs also has a significant effect on the ride
quality and longevity of the springs. A few
manufacturers offer spring relocation hangers in order
to achieve lift in lieu of replacement springs. This
offer the advantage of a lower spring rate which in and
of themselves will not adversely effect ride quality.
The quality of materials and construction of these as
well as other components such as the track bar bracket,
sway bar links and u-bolts also vary between makes.
Another major consideration in terms of ride quality are
the shock absorbers included with each kit. Most spec
generically valved shocks where others utilize
application specific shocks which were developed
specifically to address the ride characteristics of a
lifted truck.
Icon Vehicle Dynamics Suspension
Question: What is the true issue with
stacking lift blocks?
You hear the adage “don’t stack
blocks” thrown around all the time but few actually
understand the fundamental issue.
When lift blocks are added the
distance from the spring to the axle is increased. This
increased distanced provides greater leverage working
against the springs and more importantly the u-bolts.
The steel from which the u-bolts are manufactured will
provide a given amount of stretch per inch. Therefor the
longer the u-bolts the more potential stretch. The
leverage applied to the u-bolts and the potential
stretching of the u-bolt material are both relative to
the distance from axle to spring. Again, the leverage is
relative to the distance, not the number of blocks. It
is the leverage which causes u-bolt failure. And, it is
the failure of the u-bolts which causes blocks to be
spit out. It is easy to blame the blocks when they are
sitting out on the ground but if the u-bolts did not
fail the blocks could not have come out. Therefore the
bottom line is keep the leverage to a minimum, and use
only high quality u-bolts. Many of the higher quality
lift manufacturers now offer oe style one piece
replacement lift blocks which will also include an
integrated bump stop tag. It is also important to note
that some states have laws prohibiting stacked blocks.
Be sure to check with your local Department of Motor
Vehicles to verify that you are within the law.
Icon Vehicle Dynamics Suspension
Question: What is the difference between the
Icon Vehicle Dynamics 2" and 3" systems?
The Icon Vehicle Dynamics 2" Mini Spring Pack
Kit consists of a pair of 4 leaf spring packs which bolt
to your OE springs via hardened center pins. The
advantage of this kit is that is that spring rate is not
increased therefore ride quality is not adversely
effected. As the lift takes place below the springs this
does not require any additional modifications such as
aftermarket shocks. The down side to this is that there
is also no increase in wheel travel so performance is
not improved. Ride height is simply increased which will
typically level an F250 and allows for the use of 33"
tires on 8" wide wheels. Application specific shocks
which will improve ride quality are available as an
option.
The Icon Vehicle Dynamics 3" Hanger System
includes spring relocation hangers which also provide
increased ride height without increasing spring rate.
The kit offers an advantage over other similar hanger
kits on the market by the use of a longer replacement
shackles in lieu of shackle relocation brackets. As a
result the polar moment about the longer shackles allows
for improved impact absorption. Also included in the kit
are bump stop spacers which prevent damage to the shocks
upon full compression. This kit will provide improved
on-road ride quality and off-road performance through
the inclusion of application specific Signature Series
shocks and increased suspension travel. This kit will
typically level an F350 and allow for the use of 33"
tires on 10" wide wheels. An adjustable track bar is
recommended for use with this kit.
Icon Vehicle Dynamics Suspension
Question: Do I need an adjustable track bar
for use with my 2" Superduty leveling kit?
As the vertical distance between the
frame and axle track bar mounts increases the horizontal
distance is reduced as the track bar operates in an arc.
For small amounts of lift (1"-2") this is not a major
issue as these fall within Ford factory specs (X-code
equipped trucks are roughly comparable). Beyond that
point the axle will be pulled over to the driver's side
to an appreciable degree. Therefore, if your truck is
equipped with X-code springs or a 5.4L engine where the
stock ride height is already taller than the norm, we do
recommend an adjustable track bar to maintain proper
axle centering.
Icon Vehicle Dynamics Suspension
Question: Can I add Icon Vehicle Dynamics Mini
Spring Packs to my lift springs?
No, mini spring packs are designed for
use only with OE SuperDuty/Excursion springs.
Icon Vehicle Dynamics Suspension
Question: Can I use Icon Vehicle Dynamics Mini
Spring Packs in combination with my hanger lift?
Yes. As the mini spring packs bolt
directly to the original springs, they can be combined
with most hanger lifts. However, combinations resulting
in lifts beyond 4" will require a drop pitman arm, track
bar bracket and longer sway bar links.
Icon Vehicle Dynamics Suspension
Question: What is the advantage of Icon Vehicle Dynamics’s 2.5" kit for ‘05-‘06 Superduty over cheaper
coil spacer kits?
The advantage of the replacement coil
vs. the spacer is increased suspension travel and
superior spring rates. The DR 2.5" kit includes dual
rate coils which were specifically developed after
months of testing. These offer a 10% lower spring rate
at ride height and ramp up to 50% over stock at full
compression. The DR kit also includes Signature Series
shocks which are vastly superior to the OE units. These
do a much better job of controlling body roll and result
in improved ride quality and performance. Also included
with the DR kit are alignment cams which correct caster
for proper handling. Most coil spacer kits simply level
the truck and still require replacement of the front
shocks.
Icon Vehicle Dynamics Suspension
Question: Will the Icon Vehicle Dynamics 2.5" lift
system level my ‘05-‘06 F250 Superduty?
The Icon Vehicle Dynamics 2.5" kit was
initially designed for F350s, as such when installing
the kit on a F250 the truck will sit nose high. We
recommend adding either a 1" rear block, replacing the
2" F250 block with 4" flat block or an OE 3.625" F350
block. Making this change will address the rear shock
length issue as well though we do recommend rotating the
lower shock mounts down a bit when adding only the 1"
block.
In order to rotate the passenger’s
side lower shock mount down you will need to remove it
and elongate the hole in the mount which fits over the
centering pin on the axle housing. Elongating the upper
side of the hole roughly ½" will allow you to rotate the
shock’s position down approximately 1". For the driver’s
side you will need to unbolt the lower mount and remove
the centering tab located inside. The mount can then be
relocated allowing the shock to be extended
approximately 1" as well. This modification will allow
you to properly run the DR Signature Series rear shocks.
Icon Vehicle Dynamics Suspension
Question: Why does the steering on my ‘05-‘06
Superduty shimmy over bumps?
There are actually a few contributing
factors to this issue. First and foremost, Ford Motor
Company has a Technical Service Bulletin (04-26-1) which
indicates that this is a problem the manufacturer is
aware exists even in stock form. The TSB calls for a
steering gear mesh load adjustment. We have also found a
few new trucks with an abnormal amount of slop in the
upper tie rod end (at the pitman arm) which can also
contribute to the shimmy issue.
Beyond the above I have heard some
people refer to this as bump steer. In stock form the
‘05-‘06 Superduty does have approximately 3/8" of bump
steer from ride height to full compression and roughly
1" throughout the full suspension cycle. However, what
some describe as bump steer is largely steering
feedback. This is something inherent in the design of
the ‘05-‘06 suspension even in stock form. There are two
factors which we believe contribute to this issue. We
have done some testing in this regard and believe that
this stems in part from the placement of the OE steering
stabilizer. As it is placed on the drag link rather than
the tie rod it is less efficient. Furthermore, we are
dealing with a 3 link suspension system which has
lateral deflection though the suspension cycle. This
causes the stabilizer to resist the vertical movement of
the drag link through this cycle thereby pushing/pulling
on the pitman arm which is thereby translated to the
steering wheel. Switching to wider tires also provides
greater leverage for the tires to work against the
steering. This is also true to a greater extent when
wider aftermarket wheels are added which increase the
scrub radius. This provides even greater leverage
especially when installing the typical 10" wide wheels
with 4.5" backspacing which increases the scrub radius
by roughly 3.5" alone. The inefficient OE stabilizer is
simply not capable of compensating for this increased
leverage working against it. In testing removal of the
stabilizer resulted in sever death wobble so we do not
advocate it’s removal without some form of stabilizer.
We have found that a dual steering stabilizer system
which mounts directly between the tie rod and axle
housing does a much better job of minimizing this
steering feedback.
Icon Vehicle Dynamics Suspension
Question: Why doesn’t the Icon Vehicle Dynamics 4.5"
lift system for the ‘05-‘06 Superduty include a drop
track bar bracket and pitman arm?
This kit does not include a drop
pitman arm or track bar bracket because the track bar on
these trucks is approximately 8" longer and the drag
link 6 ½" longer than that of the ‘99-‘04 SD. This
increased length reduces the operating angles (post
lift) to less than that of most ‘99-‘04 Superduty
leveling kits. The inclusion of an adjustable track bar
is of more value than an unnecessary bracket. Some
companies do things simple because that is the way
things have always been done without thinking of the
geometry behind them. The larger DR kits do include a
track bar bracket and pitman arm in order to maintain
the proper geometry.
Icon Vehicle Dynamics Suspension
Question: What is drive line shutter and how
can I prevent this?
There are several factors which
contribute to this issue. Mechanically what is happening
is under acceleration the pinion tries to climb the ring
gear causing the springs to bow. This is because this is
the path of least resistance as opposed to quickly
accelerating an 8000 lbs object. With lift blocks the
leverage working against the springs is increased
allowing the pinion to climb further. When the pinion
rises above the angle of the driveline the u-joints go
out of phase causing an oscillation. This oscillation
deflects the rubber in the carrier bearing thereby
transmitting vibration to the cab. Carrier bearing shims
reduce the differences in the effective angles seen by
the upper and lower u-joints. This minimizes the
oscillation but is typically not eliminated 100%. Flat
rear lift blocks help by placing the pinion lower
relative to the angle of the driveline which allows for
a bit more pinion rotation before low speed oscillation
occurs.
A CV rear driveline is more tolerant
of these dynamics however they must be set up properly.
With the addition of a CV rear driveline we recommend
the lower u-joint to be roughly 1 degree low of the
driveline angle.
Icon Vehicle Dynamics Suspension
Question: Why does Icon Vehicle Dynamics offer both
4" spring and 4.5" hanger systems?
Most aftermarket lift springs offer an
increased spring rate. As a result the increased rate
requires greater force to compress a spring an equal
amount which typically adversely effects ride quality.
Now, increased rate can be beneficial if additional
sprung weight is added such as with a replacement bumper
and/or winch. However, ideally you want the lowest
possible spring rate for the given ride height. Lift
springs achieve increased ride height through either
stack height or (more commonly) increased rate. Hanger
lifts such as those by Icon Vehicle Dynamics provide increased
ride height without increasing spring rate. The DR
hanger kit offers an additional advantage by the
inclusion of a longer replacement shackles in lieu of a
shackle relocation bracket. As a result the polar moment
about the longer shackle allows for improved impact
absorption. When combined with application specific
shocks, this kit will provide improved ride quality over
stock.
The DR 4" spring system achieves most
of it’s increased ride height through stack height. What
this means is the main (top) leaf is nearly flat and
most of the lift is provided by the stacking of 11 thin
additional leafs underneath which make up a 3.75" tall
spring stack. This progressive rate design is ideal for
long travel off-road performance but is not quite as
compliant as the OE spring on the street. In contrast,
typical heavily arched lift spring offer a significantly
higher rate which results in a harsh ride with little
articulation.
The choice between hangers or springs
should be based upon your individual requirements.
Bottom line, for ultimate on-road ride plushness and
good off-road performance, hangers are the way to go.
For outstanding off-road performance with very good
on-road ride quality the 4" spring is the ticket.
Icon Vehicle Dynamics Suspension
Question: Why does my lifted 99-04 Supeduty
clunk when I turn?
Check to be sure that you installed
washers on the supplied 1/2" bolts between the swaybar
bushings and the mounts. The bolts should be torqued to
53 ft/lbs. If you over tighten them they can make noise,
especially if the washers are crushed. This is most
often hear in off camber situations. Next, check to be
sure that the track bar bracket bolt which extends
though the crossmember is tight (30 ft/lbs.) and look
for signs of movement between the bracket and
crossmember. Sometimes the hole in the crossmember will
be elongated which can result in movement/noise. If this
is the case you can replace the factory bolt with a 1/2"
bolt which will take up some of the clearance. Finally,
check to be sure that your track bar bolts are tight.
Very tight (395 ft/lbs).
Icon Vehicle Dynamics Suspension
Question: What is Cross-Over steering and how
does it work?
In stock form the drag link is
relatively flat therefore steering force is applied
evenly across the entire cross section of the steering
box’s sector shaft. When a lift is installed the drag
link angle is often steepened and as a result steering
force becomes focused on to a progressively smaller area
of the sector shaft. This is what is referred to as a
stress riser which can result in sector shaft failure
and total loss of steering control. Cross-over steering
relocates the drag link’s lower ball joint and attaches
it to an auxiliary arm mounted off the top of the right
hand steering knuckle. This reduces the angle of the
drag link thereby distributing the force over a greater
surface area of the sector shaft.
Another benefit of cross-over steering
can be a reduction in Bump Steer. As the angle of the
drag link is steepened bump steer is increased due to
the relationship between the differing arcs in which the
drag link and track bar operate. In other words, as the
suspension cycles the effective horizontal lengths of
the drag link and track bar change thereby steering the
wheels left and right without input from the driver.
This results in unstable handling on uneven surfaces.
The flatter drag link angle afforded by cross-over
steering minimize deflection which when combined with a
properly engineered track bar arrangement can actually
serve to reduce bump steer over stock.
Additional benefits of crossover
steering are improved steering response as steering
input is transferred through 2 ball joints rather than 4
as in stock form. And, steering effort is improved due
to the reduction in angular loss. An illustration of
this can be made by simply pushing a lawn mower. The
higher you hold the handle the harder it is to push as a
certain percentage of your force is directed down rather
than forward. The lower you hold the handle the greater
the percentage of force directed forward. The flatter
drag link angle provided with cross-over steering
results in improved steering efficiency and reduced
steering effort.
Icon Vehicle Dynamics Suspension
Question: Can I get away without Cross-Over
Steering if I bend my drag link?
A bent drag link only serves to reduce
the angle seen by the tie rod ends. The line of force is
still projected as a virtual line from joint to joint
therefore the bend does nothing to reduce the stress
applied to the sector shaft.
Icon Vehicle Dynamics Suspension
Question:
Will lifting my truck void its
factory warranty?
Adding a suspension lift in and of
itself does not legally constitute grounds for denial of
warranty coverage. The ‘Magnusion Moss Act’ was
established to protect consumers from unjustifiable
warranty denial.
If you have been denied warranty
coverage the Specialty Equipment Manufacturers
Association (SEMA) offers the following advice in this
regard:
| Warranty Denied
The enclosed materials are
intended to help you if you have a vehicle
warranty claim denied in
circumstances in which an aftermarket
product has been used. The information
describes the law
on vehicle warranties and will provide a
sense of what is and is not an improper
warranty denial.
After reviewing this information, you will
be aware of the steps to take to fight
unlawful warranty
denials.
In many cases it will not
be necessary to take all the steps outlined
here because disputes are
often resolved at an early stage.
What Does the Warranty
Actually Say?
Start by re-reading the
warranty documents. Become familiar with
what the documents actually
say, not what you think they should say. If
the language is confusing, get help in
understanding
what it really means. Look for specific
items or circumstances that may or may not
be covered.
Determine if there is a process specified
for resolving disputes.
The Law
Federal law sets forth
requirements for warranties and contains a
number of provisions to prevent
vehicle manufacturers, dealers and others
from unjustly denying warranty coverage.
With regard
to aftermarket parts, the spirit of the law
is that warranty coverage cannot be denied
simply
because such parts are present on the
vehicle, or have been used (see Attachment
A).The
warranty coverage can be denied only if the
aftermarket part caused the malfunction or
damage
for which warranty coverage is sought.
Disputes in this area usually boil down to
arguments over
facts and technical opinions, rather than
arguments over interpretations of the law.
Check Vehicle History
Sometimes a malfunction in
a new vehicle may be identified as a
"pattern failure," a failure that is
recognized as common to your make and model
of vehicle. It may be a manufacturing defect
which has become the subject of a
government-mandated recall. You should check
with another
dealer, the vehicle manufacturer or an
independent service provider such as those
listed below to
see if there are any Technical Service
Bulletins (TSBs), field fixes or other
service-related
information for your vehicle which would
indicate that the problem you are
experiencing is a
common one. In cases of government-mandated
recalls, the dealer is obliged to notify you
as a
vehicle owner. However, you may check for
yourself by calling the vehicle
manufacturer's 800
number, the EPA (for emissions systems
issues) or the National Highway Traffic
Safety
Administration (NHTSA), for safety-related
issues.
• EPA: 202/233-9040
• NHTSA: 800/424-9393
• Chiltons: 610/964-4600
• AllData: 916/684-5200
• Motor Publications: 800/426-6897
• American Automobile Manufacturers
Association: 313/872-4311
• Japanese Automobile Manufacturers
Association: 202/296-8537
Determine the True Cause
of the Problem
If possible, attempt to
independently verify the accuracy of the
claims made by the dealership.
The manufacturer of the aftermarket part may
be helpful to you in providing a technical
assessment of the problem. If there is a
reasonable possibility that the aftermarket
product
caused the problem, it may be best to try to
reach a compromise. If, however, it is clear
that the
aftermarket product is unrelated to the
problem, you should attempt to gather as
much
information as possible to support your
claim. Useful evidence might include photos,
copies of
relevant service information, records of
prior repairs performed under warranty, or
the objective
written opinion of a qualified third party
(with relevant experience, accreditation,
etc.).
Try to Work it Out With
the Dealer
Once prepared with the
appropriate support information and a basic
understanding of the law,
present the facts to the dealers service
manager and make an effort to resolve the
situation. Keep
the discussion objective and professional.
Make sure to take notes of any significant
claims or
explanations made by dealership personnel
and try to obtain a written explanation if
possible.
If discussions with the service manager do
not bring about a resolution, speak with the
owner of
the dealership. Many problems can be
resolved at this level. If there is a known
pattern failure
which matches your problem, be sure to bring
this to the dealer's attention. The dealer
is able to
obtain reimbursement from the vehicle
manufacturer under such circumstances. If
there is no
pattern failure, but other evidence that
exists contradicts the dealers conclusion,
be sure the
dealer is made aware of it. Also explain
that you are aware of your rights under
EPA's emissions
warranty and the Magnuson-Moss Warranty Act.
Again, if there is a reasonable possibility
that
either the aftermarket product or its
installation could be the cause of the
problem, your best bet
is to suggest a compromise with the dealer.
In many cases, presenting an objective
technical
assessment and a basic understanding of the
law will do the trick.
However, if you believe
that you are entitled to warranty service,
but the dealer disagrees, you
can take other steps to seek a resolution to
the dispute.
Get it in Writing
If a dealership denies
warranty coverage, they should be willing to
do so in writing. Have the
dealer describe the failure which is causing
your problem AND how the dealer believes the
aftermarket product installed is responsible
for the problem. Keep an accurate log of all
contacts
and correspondence in addressing the
warranty denial.
Contact the Vehicle
Manufacturer's Zone Representative
If a car manufacturer
backs your warranty, and you have a dispute
with the dealer about either
service or coverage, contact the local
manufacturer's representative. The local or
zone
representative has the authority to adjust
and make decisions about warranty service
remedies or
repairs to satisfy customers.
Some manufacturers are
also willing to repair certain problems in
specific models free of charge,
even if the manufacturer's warranty does not
cover the problem. Ask the zone
representative or
the service manager if there is such a
policy.
The procedure for
contacting your zone representative is
usually provided in the vehicle owner's
manual. This information can also be
obtained from a dealer, or by calling the
manufacturer's
customer service number, as listed in the
carmaker's owner's manual. Present your case
to the
zone representative. Be sure to indicate how
the dealer responded to your information,
especially
if dealership personnel were notably
uncooperative, etc. Once again, be sure to
get as much
information in writing as you can; request
that any determinations or actions which are
promised
by the zone representative be confirmed by a
letter or a fax.
Contact the Vehicle
Manufacturer Directly
You may find that contact
with the zone representative does not
achieve resolve of the matter. If
you are still not satisfied, the next step
is to contact the vehicle manufacturer
directly. Most
carmakers maintain a contact office or a
special department that is responsible for
dealing with
warranty issues (see Attachment B).
Using the information you
have gathered and any additional information
you may have to
supplement your case, forward a letter
directly to the vehicle manufacturer's
customer service
office (sometimes called dispute resolution
board or something similar). Be sure to
explain your
situation in detail and in a logical,
easy-to-understand manner. Provide as much
detail as you can
about your contacts with the dealer and the
zone representative. Do not hesitate to
state if you
felt you were treated improperly or unfairly
by either. The vehicle manufacturer will
almost always
respond to you with a letter; sometimes
promptly, sometimes not. Again, be sure to
retain all
correspondence in case you need it for
future use. Generally, the vehicle
manufacturer has the
greatest interest in ensuring your
satisfaction; they want you to remain loyal
to their brand. As
such, they will likely make a good-faith
effort to resolve the issue particularly if
there is a known
pattern of similar failures. If there is a
request for any additional information, be
sure to keep a
record of what you send. If the manufacturer
should still decide against you, make sure
that their
refusal letter provides an explanation of
how they believe the aftermarket part caused
the
problem.
Local Approaches You Can
Try
If you cannot get
satisfaction from the dealer, the zone
representative or the manufacturer,
contact one or all of the following:
• Better Business Bureau
• State Attorney General
• Local Department of Motor Vehicles
• State Consumer Protection Office
Many states also have
county and city offices that intervene or
mediate on behalf of individual
consumers to resolve complaints.
You also might consider
using a dispute resolution organization to
arbitrate your disagreement if
you and the dealer are willing. Under the
terms of many warranties, this may be a
required first
step before you can sue the dealer or
manufacturer. Check your warranty to see if
this is the
case.
If you bought the vehicle
from a franchised dealer, you may be able to
seek mediation through
the Automotive Consumer Action Program (AUTOCAP).
AUTOCAP is a dispute resolution
program coordinated nationally by the
National Automobile Dealers Association
(NADA: 800/252-
6232), and sponsored through state and local
dealer associations in many cities. Check
with the
dealer association in your area to see if
they operate a mediation program.
National Approaches You
Can Try
Since the manufacturer's
failure to honor the terms of the warranty
may be a violation of federal
law, you can pursue the issue with the
appropriate federal agency.
You can call or write the
Federal Trade Commission (FTC) and ask for
assistance on nonemission-
related problems. Input from consumers is
very important to the work of the FTC. These
contacts with consumers are often the first
indication of a problem in the marketplace
and may
provide initial evidence to begin an
investigation. Although the agency cannot
act to resolve
individual problems, it can act when it sees
a pattern of possible law violations. FTC,
Washington,
D.C.: 202/326-3128.
The FTC also maintains
regional offices to field consumer
complaints. For the telephone number
to one near you, see Attachment B.
In the case of a problem
with an emission-related component, the
Environmental Protection
Agency (EPA) is the organization to contact.
A pamphlet published by the EPA on emissions
warranty matters called "What You Should
Know About Your Auto Emissions Warranty,"
can help
explain your options. In essence, the EPA
requires that you exhaust all of your
options with the
vehicle manufacturer before you contact the
Agency. In all cases, you must correspond
with the
EPA in writing. You must also provide copies
of all correspondence with the dealer and
manufacturer, as well as any independent
evidence you may have that describes the
cause of the
problem. The better you are able to make
your case that an aftermarket part was not
the cause of
the failure, the more likely you are to get
EPA's help. The EPA is particularly
interested in any
evidence of a pattern failure being
involved.
Warranty Complaint Field
Operations and Support Division (EN-397F),
U.S. Environmental
Protection Agency, Washington, D.C. 20460.
Telephone: 202/233-9040 or 202/233-9100.
You can also call the Bureau of Consumer
Protections Office of Consumer & Business
Education
in Washington, D.C., at 202/326-3650.
Final Steps
The Magnuson-Moss Warranty
Act may also be helpful. Under this federal
law, you can sue on
breach of express and implied warranties.
The main point of interest here is that the
Act says
warranty coverage may not be conditioned
upon the use of only the vehicle
manufacturer's parts
unless the parts are provided free of
charge. In other words, use of a
non-carmaker product
should not void your warranty unless it
caused the problem.
Obviously, litigation can
involve considerable time and expense on
your part. However, if the cost
of the warranty claim is high enough, this
may be an option to consider. Any such
lawsuit or claim
would have to be fought on the unique merits
of the case and we recommend that you
consider
finding qualified legal counsel familiar
with this area of law. In some cases, the
filing of a lawsuit
may encourage a settlement of the dispute.
You should also be particularly aware of the
fact that
once you file a lawsuit or claim against the
dealer or manufacturer, your vehicle and
your
documentation may become material evidence
and may be subject to inspection and reviews
in
the lawsuit.
You can also consider
going to small claims court, where you can
resolve disputes involving
small amounts of money for a low cost. The
clerk of your local small claims court can
tell you how
to file a suit and what the dollar limit is
in your state. Again, this action will
sometimes lead the
parties to settle the dispute.
No matter which steps you
undertake, always approach the situation in
a professional manner.
Fits of anger, shouting, threats and the
like seldom accomplish anything other than
aggravating
the situation. The best strategy is to stay
calm and tactfully demonstrate your
knowledge of your
rights and potential courses of action.
In most cases, it will not
be necessary to go through the entire
process described here. What you
will normally find is that you will be able
to resolve your situation at a fairly early
stage if you have
the proper information in written form and
you approach the issue in a calm,
professional manner.
The Magnuson-Moss
Warranty Act (15 U.S.C. 2302(C))
This federal law regulates
warranties for the protection of consumers.
The essence of the
law concerning aftermarket auto parts is
that a vehicle manufacturer may not
condition a
written or implied warranty on the consumers
using parts or services which are identified
by brand, trade, or corporate name (such as
the vehicle maker's brand) unless the parts
or
service are provided free of charge. The law
means that the use of an aftermarket part
alone is not cause for denying the warranty.
However, the law's protection does not
extend to aftermarket parts in situations
where such parts actually caused the damage
being claimed under the warranty. Further,
consumers are advised to be aware of any
specific terms or conditions stated in the
warranty which may result in its being
voided.
The law states in relevant
part:
No warrantor of a consumer
product may condition his written or implied
warranty of
such product on the consumers using, in
connection with such product, any article or
service (other than article or service
provided without charge under the terms of
the
warranty) which is identified by brand,
trade or corporate name... (15 U.S.C.
2302(C)).
Manufacturers Warranty
Questions, Contact Numbers
Acura 800/382-2238
Audi 800/822-2834
BMW 800/831-1117
Buick 800/521-7300
Cadillac 800/631-5590
Chevrolet 800/222-1020
ChevyTruck 800/222-1020
Chrysler 800/992-1997
DodgeTruck 800/992-1997
Ford 800/392-3673
GEO 800/222-1020
GMCTruck 800/462-8782
Hyundai 800/633-5151
Infiniti 800/662-6200
Isuzu 800/255-6727
Jaguar 800/452-4827
Jeep/Eagle 800/992-1997
Kia 800/333-4542
Lexus 800/255-3987
Lincoln 800/521-4140
Lotus 800/245-6887
Mazda 800/222-5500
Mercury 800/392-3673
Mercedes-Benz 800/367-6372
Mitsubishi 800/222-0037
Nissan 800/647-7261
Oldsmobile 800/442-6537
Plymouth 800/521-9922
Pontiac 800/762-4900
Porsche 800/545-8039
Saab 800/955-9007
Saturn 800/522-5000
Subaru 800/782-2783
Suzuki 800/934-0934
Toyota 800/331-4331
Volkswagen 800/822-8987
Volvo 800/468-6968
FTC State Offices
Atlanta 404/656-1399
Boston 617/424-5960
Chicago 312/353-4423
Cleveland 216/522/4207
Dallas 214/979-0213
Denver 303/844-2271
Los Angeles 310/235-4000
New York 212/264-1207
San Francisco 415/356-5270
Seattle 206/220-6350 |
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