Disappointed With Purolators Customer Service

[C4Dave]

I posted a picture a few weeks ago about a Motorcraft that wasn't manufactured correctly. I sent e-mails to Ford and Purolator. Ford never responded. Purolator responded with a phone number to call. I called the number, and left a voice mail. They never returned my phone call.

Yesterday, I called a different Purolator number and was transferred to the "Motorcraft" person. I explained what was wrong with the filter, and thought I was due a refund. She suggested taking it back to Wal-Mart for a refund.

I asked if Purolator had a QC program, and would they be interested in a defective filter? She said yes they have QC, and she would contact them to see if anyone would be interested in the filter.

I then called the first number, and requested a "recall kit" whatever that is.

It just seems that Purolator isn't that interested in looking at a defective product, or to reimburse me for a new filter.

 

[Gary Allan]

The refund is probably too cumbersome at the manufacturer level. They probably have the vendor do that for them ..just like a TV set or anything else. The only exceptions that come to mind are Mr. Coffee (in the past anyway) and Teddy Rukspin (spl?) where the unit was supposed to be sent back to the US distributor ..with a processing fee (minor) ..which was probably the actual cost of the unit. Most refunds/rebates and such are handled by third party enterprises nowadays anyway.

I would be interested to see what happens from you sending in the filter. I imagine the recall kit will be a plastic bag in a box with a prepaid lable on it. I can see it hitting the trash can after a QC person recognizes the defect, references the lot# and documents it in a data base.

 

[AstroVic]

Wow, sounds like you've spent a lot of time on this one!

You actually wanted a refund for a $3-$5 filter that was used on your vehicle? I'm assuming you used this filter and cut it open after you removed it from your vehicle, right?

I own four Ford modular V8 vehicles and I use Motocraft FL820S filters in every single one of them. I also maintain about four police Crown Victorias and use the same filters on them. To this day, I've never had a negative experience with these filters. (Not to say it doesn't happen from time to time!)

My point is:

It's a cheap item and it's probably not worth the headache trying to get a refund. Perhaps you could go to Wix filters?

 

[TR3-2001SE]

I went through this with an air filter that came apart and was injested in my engine. It is worth the time to get the kit and send them the item. They paid for an auto-rx treatment of my engine and hopefully future air filters will no longer come apart if they do their job. I was unimpressed with their service at first but by sticking to my guns they addressed the problem to my satisfaction. I still use their oil filters but have some reservation about their air filters.

 

[BIGJ552000]

quote:

---

Originally posted by TR3-2001SE:
I went through this with an air filter that came apart and was injested in my engine. It is worth the time to get the kit and send them the item. They paid for an auto-rx treatment of my engine and hopefully future air filters will no longer come apart if they do their job. I was unimpressed with their service at first but by sticking to my guns they addressed the problem to my satisfaction. I still use their oil filters but have some reservation about their air filters.

---

What brand was the air filter? Was it a Purolator?

 

[TR3-2001SE]

Yes it was a Purolator on a 1988 Toyota Cressida.

 

[C4Dave]

When I got home this evening, a DHL return package was already at my house. That was quick. I'll box it up and send it back this weekend.