Xzilon Corporately held by Granitize Major product failure. Grandiose overpromise on product performance. South Gate, California

Due to the complex situation of the customer moving, locating a repair agent, etc, this claim was very complex and outside the box of the normal process.

This claim was repaired and all work done, customer is happy. Xzilon and a local dealership worked together to get this handled. Customer has been taken care of and is completely happy.

Xzilon Inc

I am happy to report, that the Sales Representative for Xzilon, Rod Gajewski, completely reversed my experience with this company.  He was at the local dealership that uses Xzilon when I arrived today at 8 a.m. to have water spot etching that occurred between August 1 and October 23rd In Oregon removed from my vehicle.  Previous to this day, I had my automobile both hand-washed and detailed and that is when it became clear that these spots were not going to budge without intensive attention. I worried that the paiint surface on this 2012 car was ruined.

The dealership where my car was restored must be complimented on the customer service they offered to a complete stranger.  I have never done business with them before and the only thing we had in common was Xzilon.  Sisbarro offered supreme customer service and is completely customer oriented. My car was restored to "like-new" condtioin within 4 hours thanks to Ray Baca, Jr. and Sisbarro's efficient detailing department.

Daryl Carpenter, in charge of customer service managed to have the Xzilon rep on site when I arrived. Rod Gajewski, was surprised at the level of etching that occurred on the car and was certain that Xzilon would honor the 5 year warranty that I purchased. My car was completely detailed and the Xzilon reapplied. The finish of my car looks appreciably different than it did when I received it from the original dealership where I paid them to apply the Xzilon protection. Several experienced people involved in today's transaction suggested that it is possible that Xzilon was not properly applied or perhaps never applied.

Now the finish on the car now similar to the finish on a Porsche I purchased in 2003.There is high lustre with depth and it appears to be the protection for which I paid.  

Xzilon Corporate office was not helpful. The original dealership, Carrera Motors in Bend, OR was even less helpful, telling me I had to follow the claim process through myself to get restitution (it helped them that I am 1,600 miles away from them now). The interaction with customer service at Xzilon, while civilized, was not efficient. I had to repeat my communications two or three times before I would receive any attention. Their office never suggested a rep be called in to look at the issue.  They assumed since I was outside the 60 day warranty guarantee that it was my problem. If the decision had been left to them, they would have paid for the detail and not offered to reapply the product for which I paid in Oregon.

The first person to acknowledge that the water spotted surface on my car was not what one would expect to have happened with Xzilon was Rod Gajewski, the Xzilon representative in the Southwest area. He is a great ambassador for both Xzilon and Granitize. He made it clear to me that I have a 5 year guarantee with this product. Sisbarro Buick GMC was also well represented by everyone from Mr. Carpenter, their customer service director to Ray Baca, Jr. in charge of the detailing department. 

This customers car is at Sisbarro at this moment and is being taken care of. Our Warranty states that all damage should be reported with in 60 days of onset, and that did not take place. We did have problems recieving her pictures, but once we did the process of our claims was followed, and this is being taken care of. At no charge to the customer, and at a dealer that is close to her location, since she has relocated from Oregon. It was also reported that this is reclaimed water and there are alot of chemicals inside of reclaimed water which is making this very difficult to remove. We at Xzilon will do what we can to make this car restored to its original condition and reapply the product to the outter surfaces.

We stand behind our product and the warranty in which we provide.  This is in no way a rip off, if the consumers read the warranty and are clear on what they purchase, and not what a sales person at a dealer promises or states. All warranties are clear and have also a exclusion section, and we ask that the warranty get read before signing off on it.  Many times that is the missing link to these problems. The print is the same size as the rest of her warranty. With all damage it is best to report it in a timely fashion, and once all ducks were in a row, we acted on the action that is now occuring.

We will make all efforts to make this customer happy to the best of our ability.

Respectfully,

Joy Eastwood
Director of Fixed operations
Xzilon
800-553-6866