STM not standing behind their product. - Polaris RZR Forum - RZR Forums.net

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post #1 of 13 Old May 18th, 2017, 09:29 AM Thread Starter
 
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STM not standing behind their product.

Their retaining screw and tungsten weight has failed causing damage to my very expensive Rage 6 and Tuner secondary clutches. Their general manager has basically told me to shove it, and I am a bit upset.

I have emailed the owner Mark and am awaiting his reply. Here is the email I have sent.

Quote:
Hey Mark,

I recently sent in my clutches that have had damaged caused by defective parts. Order #######.

A retaining screw in a super tip is still tight and in place, yet somehow a tungsten managed to come off of this retaining screw causing damage to my clutches.

Your general manager has told me that because the weights were not in the same position as they were sent to me - that I was held responsible because I moved them. That is absurd.

The retaining screw is still tight with loctite, it did not back off nor become loose in any fashion. The part simply failed.

I asked your general manager how I was held responsible simply by moving the weights when clearly it was not user error. His reply was that even though the part failed - STM does not manufacture the retaining screws nor the tungsten and because of that STM is not held responsible!

STM is not held responsible for the parts they sell? I used the parts provided to me by your company and they have failed. It does not matter who STM purchases their products from - I bought this from you, not your manufacture.

These clutches cost me $2,500 dollars and now they have nicks and have damage everywhere on them because of a faulty part. They look like crap now to be honest - and I am told by your general manager that you are not standing behind your product.

I cannot fathom how a company admits to a clearly cut and dry part failure, yet will not fix the issue and do the right thing. I understand that things happen and am not upset about the failure - I am upset that STM will not make it right. I have spent a lot of money for these clutches and now they are damaged from a defect that I had nothing to do with.

I have attached a photo of the super tip with the failed retaining screw / missing tungsten for your reference.

Please let me how we can move forward with this situation.
Here is a picture of the super tip with the retaining screw that has failed to retain the tungsten. I am really at a loss how STM can admit to part failure yet not make it right.

Am I wrong for thinking that their failed part and ALL damaged caused by it should be fixed by them?

These things are VERY expensive, and now they look like someone was playing target practice on them with a BB gun.
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post #2 of 13 Old May 18th, 2017, 02:20 PM
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Re: STM not standing behind their product.

Yep. Too many of us got screwed. Lots of info proving it.

But. People are still buying them. Why!!!!?

2016 XPT
EVO stage 2
EVO captains choice exhaust
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post #3 of 13 Old May 18th, 2017, 02:35 PM Thread Starter
 
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Re: STM not standing behind their product.

Is there a company that will make not only the stock primary - but also the stock secondary hold all the extra power and weight of my machine? (16 XPT)

I kinda feel like these guys are the only option but I really would prefer not to do business with them any longer if this is how they treat their customers.

I can see if this was a wear item - I would have ZERO issues with paying for it. But this is NOT a wear item, it is a defective part.
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post #4 of 13 Old May 18th, 2017, 03:06 PM
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Re: STM not standing behind their product.

Boondocker ripp tied setup.

Ken R.
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post #5 of 13 Old May 18th, 2017, 04:30 PM Thread Starter
 
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Re: STM not standing behind their product.

Cool, I'll check it out.
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post #6 of 13 Old May 19th, 2017, 05:07 AM
 
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Re: STM not standing behind their product.

Vapornomics I'm sorry to see this has happened to yet another STM customer, there will be others for sure. Expensive lessons are usually good lessons. There is a pretty lengthy thread regarding this very topic. How many Razor owners do think are not members of the forums or don't want to tell their story regarding this topic are out there? I'll bet its a lot!!!
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post #7 of 13 Old May 19th, 2017, 05:11 AM
 
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Re: STM not standing behind their product.

Vapor, please post a picture of the primary and secondary so people can see the damage done from flying clutch parts. That will get Marks attention. Then he can get on this thread and BS his way out of it. Hell Im sure you must have over tightened something, wink wink.
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post #8 of 13 Old May 19th, 2017, 05:14 AM
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Re: STM not standing behind their product.

This really sux.
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post #9 of 13 Old May 19th, 2017, 05:24 AM
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Re: STM not standing behind their product.

It's a poor design with the rubber o-rings. I had one split and come out. Then the washers are loose. I suspect that is what happened.

Either way. It's not good.

How many miles did you have in the clutches?

2016 XPT
EVO stage 2
EVO captains choice exhaust
EVO charge tube
OSP clutch kit
Rockford Fosgate Stage 4
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post #10 of 13 Old May 19th, 2017, 07:00 AM
 
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Re: STM not standing behind their product.

I had the rage 8 and it came with the spider nut loose , installed the clutch not knowing and it let go at about 70 kph .. not really a fan of STM either

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post #11 of 13 Old May 19th, 2017, 07:03 AM
 
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Re: STM not standing behind their product.

This is good to know! I will stay clear of this company. Appreciate the warning!


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post #12 of 13 Old May 19th, 2017, 09:26 AM Thread Starter
 
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Re: STM not standing behind their product.

It was a tungsten that fell out, and no o-rings are used with a tungsten.

I have no idea how all these clutch kits for the stock stuff use magnetic weights and not one falls out. The STM uses mechanical fastening, and it still fails. I could understand if the screw became loose and the tungsten started to wobble around and worn the retaining screw... but the screw is still tight locked in its position from the loctite supplied with their clutches.

I should have taken pictures - but the clutches have been at STM since Tuesday. I had over-nighted them so I could have them back by the weekend. But the GM tells me to pay up for their defective part... and I have not heard back from Mark yet. Nobody at STM knows when he'll be back so he can talk to me either.

Edited to add: I called STM again and the lady has told me Mark is out at the races and might be back by Monday, but not certain. You can't get mad at the guy for being gone, so we'll wait patiently and hope he reply's back with doing the right thing. I'll be using my stockers for now... kinda bummed, but stuff happens in this sport and is to be expected... at least make it right.

Last edited by Vapornomics; May 19th, 2017 at 09:44 AM.
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post #13 of 13 Old May 19th, 2017, 10:04 AM
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Re: STM not standing behind their product.

The magnets stay in with centrifugal force pushing up against the base they sit in. Not my favorite either. I got AAs kit until I decide what else I'm doing with my motor. My thought was to get an STM rage 8 but now I'm having second thoughts.
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