• Report: #844295

Complaint Review: Xzilon

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  • Submitted: Fri, February 24, 2012
  • Updated: Tue, August 07, 2012

  • Reported By: fedup — Las Cruces New Mexico United States of America
Xzilon
11022 Vulcan St. South Gate, California United States of America

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

*UPDATE Employee: Update to customers claim

*Author of original report: Xzilon Lives Up to Its Promise!

*UPDATE Employee: Xzilon Claim

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I purchased a new automobile in the summer of 2012. The reputable dealership enthusiastically suggested I purchase a paint protection product called Xzilon. This product was applied to the painted surfaces at the dealership. Because I was moving my garage was filled temporarily and I had to park the car on the street. The sprinkler system for the grass betwen the sidewalk and the curb worked during the night.

My car was sprayed consistently on the passenger side.  I assumed the water marks that were left would be easily removed because I had the paint protectorant, Xzilon, "the most scientifically advanced product on the market," a product used on airplanes.  My assumption was wrong. Xzilon created etching that was more pronounced and resilient to being removed. The unprotected factory paint would have performed better.

Because I was moving from one state to another, I was not able to drive the car back to the dealership (2 hours away from my home) before I attended to this problem. I drove the car to my new residence 1800 miles away and began the inquiry from there.

That is when I learned that the Warranty provided by Xzilon has a small caveat on the back of the rather poorly printed form that states one has 60 days to remediate any problems or the warranty is void. Well, my claim was filed two weeks outside of the time frame. I paid $1200.00 for the product and Granitize the parent company for Xzilon is offering me a detail to have the etching and product removed, the value? $125.00. 

I had to initiate any repair to my car by contacting Xzilon. The dealer just sells the product, but does not stand behind it. It took days to make an initial contact with the company.  Then I was asked to send photos which I did immediately.  I was told that after sending the photos I would hear within two weeks about my case.  Well, 3 weeks passed, no news. I contacted the customer service (??) person again and she said she never received the photos.  The dealership where I purchased the car did see the photos.

So I was asked to send them again, which I did.  Then another two weeks went by and no news. I contacted them again and was told that my warranty was void because I had not reported the problem within 60 days. (This timeframe was complete news to me.) It was written in small print on the back of a flyer printed on cheap blue paper. The dealer never even mentioned this small detail. Xzilon told me that the best i could have was the price of a detail to remove the water spots and sent me to a local dealership of an American car brand. Then after I made arrangements, I was told that the dealership had not heard of me and they could not authorize payment without an invoice. As I was beginning letters to two Attorney Generals for two states in which I have recently lived about this situation, I received a call saying I was slated at the local dealership for the appointment I had made for Monday Feb. 27th. 

Xzilon has hugely exaggerated their product performance which I know for certain is against product advertising claims regulated by the FCC. In fact, my experience tells me that their product does harm and does not perform at all in the direction of paint protection. Their customer service is dreadful. However the focus of my Ripoff Report is the Xzilon's product failure.


This report was posted on Ripoff Report on 02/24/2012 06:07 PM and is a permanent record located here: http://www.ripoffreport.com/r/Xzilon/South-Gate-California-90280/Xzilon-Corporately-held-by-Granitize-Major-product-failure-Grandiose-overpromise-on-produ-844295. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE Employee

Update to customers claim

AUTHOR: Joy Eastwood - (United States of America)

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
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#2 Author of original report

Xzilon Lives Up to Its Promise!

AUTHOR: fedup - (United States of America)

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. 
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#3 UPDATE Employee

Xzilon Claim

AUTHOR: Joy Eastwood - (United States of America)

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
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