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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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