Hey all -- I believe people are quick to assign blame and gripe about things when they aren't fully satisfied with their customer experience. But sometimes, when a company gets it 100% right, we aren't as quick to give them props.
So here's my story -- I wanted to upgrade my HPFP in a 8P audi a3, and being that I was in alabama for the summer I made a quick dash over to APR which was about 45 minutes. Awesome facility, got to look at their fabrication/production line, and their shop. Everyone is very friendly, but there was a problem.
The hour long job, turned into two... then three.... and then they told me they had a problem they weren't going to be able to solve on the spot, and the mechanic quickly gave me a loaner vehicle to drive while they diagnosed the problem. I was a little concerned, but pleased that they didn't leave me in the lurch, because I am performing my reserve duty and I can't just not go to work the following day.
Doug, the shop manager, calls me the next day and tells me they've encountered a bizarre problem, one that he's never seen before. The HPFP has failed, and it's causeda timing issue with the car, so they're going to dig into it and replace any damaged components and let me know what's going on.
One of the things I truely appreciate about a service rep is someone who keeps good communication and keeps me aprised of the situation at every step of the way -- and he did not disappoint. While we would all like to hope for zero issues when our car goes into the shop, when there are complications I'd like to believe a company has the integrity to solve any issues their product created (albeit, this one is EXTREMELY rare, and has never before been seen by the mechanics or the service rep after selling literally tens of thousands of these HPFP's).
So, yeah -- the integrity of the company was outstanding. They performed all additional service free of charge, replaced parts on their dime, kept me advised, and even refunded the hour of labor to install the original HPFP.
Ladies and Gents, my hat goes off to APR for taking care of my car. I keep telling my friends if this had been the dealer, thy would have fought me every step of the way to somehow blame me, blame my car, or tell me it was a pre-existing condtion and that they would not warrant the work (see this guy's story here: http://www.golfmk6.com/forums/showthread.php?t=38362).
I just feel where good customer service and quality products are found, they deserve to be promoted.
Yeah -- for whatever reason, the HPFP seized. Doug, the service rep, said it's the first time any of the engineers or the mechanics had ever seen the problem. They installed somewhere around 40 or 50 HPFP's at waterfest, and have sold literally thousands if not tens of thousands before and have not seen this issue.
When the HPFP seized, it locked the intake cam (scoring the HPFP follower lobe), exhaust cam kept moving... it blew the cam timing adjuster on the exhaust cam, caused the chain to skip a few teeth, pistons impated intake valves (no piston damage, thank goodness). So they wound up essentially doing a full head rebuilt.
Like I said -- the integrity of the company is why I will go with them again in the future, no questions asked. They talked me through the testing process they use to ensure this doesn't happen, but even still... there was that one in a million chance where something went wrong, and we may never really know what it was.
2006 AUDI A3 2.0T DSG | Brilliant Black | Premium | Open sky | Dice | HPA DSG stage 2 | APR stage 1 | euro LED tails | S3 pedals | Carbonio Intake + ITG | 18" R8 reps | Defi Boost Gauge | S3 mirror caps/curved mirrors | 35% tint | 42DD Stealth Catch Can | H&R springs
APR is the shiznits. They have the best team ever and are super helpful. I remember email Arin at 3am on a weekend that I had an issue with their pump and he got back to me within minutes. Turns out it wasnt the pump, but my former four lettered tuning company's shot tune.