EDGE Adaptor Broke

[BlackCoupe]

Originally Posted by Lone_Star

Man, Edge is taking a beating here on AG through various threads. Glad to hear that trl2112 that Aaron took good care of you. Hopefully this is another isolated issue.

Its always nice when there is good Customer Service, but what a pain it is to have to package things up and send them back. Seems to me an E-mail picture should be good enough: "Here is what happened to my pad/spindle, etc." Its not like they are going to repair it. And why should you have to pay the shipping to return a defective product. Obviously if somebody makes multiple claims, or the manufacturer is suspicious, they can require you to send it in. My complaint about this is even more so the case when they know they have a problem with defects in one of their products.

I've had socket wrenches for twenty years--I'ver never had a ball-bearing fall out. On this small forum, there seem to be an unusually high number of folk who have had their adapters fail.

This is not directed at AG.

[The Edge]

Originally Posted by BlackCoupe

Its always nice when there is good Customer Service, but what a pain it is to have to package things up and send them back. Seems to me an E-mail picture should be good enough: "Here is what happened to my pad/spindle, etc." Its not like they are going to repair it. And why should you have to pay the shipping to return a defective product. Obviously if somebody makes multiple claims, or the manufacturer is suspicious, they can require you to send it in. My complaint about this is even more so the case when they know they have a problem with defects in one of their products.

I've had socket wrenches for twenty years--I'ver never had a ball-bearing fall out. On this small forum, there seem to be an unusually high number of folk who have had their adapters fail.

This is not directed at AG.

Sorry you feel that way, does your socket wrench oscillate at 6000 rpms for hours at a time? We test and retest our products to stand up to high levels of abuse and our failure rate is about 1 in 5000 which is why we can and DO GUARANTEE the adapters for life. We only ask for them back to inspect what happend in order to make product improvments if neccessary. Many times we have made the replacement only from pictures but there is nothing better for us to have the actual product in hand to reverse engineer. The shipping cost for this is less than a dollar and as told here many times we ususally put two adapters to replace the one or another product like some foam tips to offset the return costs. I am not sure where you have the idea that we have defects in our prouducts but we do not. Do you have any idea how many backing plates break a year? In fact, the guarantee I will give you about your backing plate is that it will break and you will buy another. Hopefully, that does not happen on a part of the car that causes damage. Would you say that backing plates are defective then?

[FMINUS]

I will be making an order for the Edge adapter and one of each pad this week!

[BlackCoupe]

Originally Posted by The Edge

Sorry you feel that way, does your socket wrench oscillate at 6000 rpms for hours at a time? We test and retest our products to stand up to high levels of abuse and our failure rate is about 1 in 5000 which is why we can and DO GUARANTEE the adapters for life. We only ask for them back to inspect what happend in order to make product improvments if neccessary. Many times we have made the replacement only from pictures but there is nothing better for us to have the actual product in hand to reverse engineer. The shipping cost for this is less than a dollar and as told here many times we ususally put two adapters to replace the one or another product like some foam tips to offset the return costs. I am not sure where you have the idea that we have defects in our prouducts but we do not. Do you have any idea how many backing plates break a year? In fact, the guarantee I will give you about your backing plate is that it will break and you will buy another. Hopefully, that does not happen on a part of the car that causes damage. Would you say that backing plates are defective then?

Well there are three members on this forum (in this thread) alone with that failure. (I am not counting the poster who said he had "heard" of it). Based on your failure rate, that would suggest, statistically, that you have sold 15,000 adapters to AG members? BTW--I do have your pads and your adapters. I can send a pic as proof if you like--I am not just taking a gratuitous shot. I had one pad break that DID result in damage to the finish on my brand new Lexus when the spindle contacted and scored the surface. And black grease seems to infiltrate the tops of the pad. I am using CCS and a backing plate.

[Nimble]

That's why I bought 2 adapters for my business. Another 15 bucks to be assured that *if* something does happen, I have a backup, and will always have one because they are both guaranteed for life. I love my Edge system and recent Shmitt's acquired. Great stuff, and Aaron is always prompt in answering my questions here or via email. Thanks bud.

[The Edge]

Originally Posted by BlackCoupe

Well there are three members on this forum (in this thread) alone with that failure. (I am not counting the poster who said he had "heard" of it). Based on your failure rate, that would suggest, statistically, that you have sold 15,000 adapters to AG members? BTW--I do have your pads and your adapters. I can send a pic as proof if you like--I am not just taking a gratuitous shot. I had one pad break that DID result in damage to the finish on my brand new Lexus when the spindle contacted and scored the surface. And black grease seems to infiltrate the tops of the pad. I am using CCS and a backing plate.

Ok, first off, I am very sorry to hear you had a problem. Did you contact us about this? As far as the statistics, we have sold well over 150,000 adapters but AG and its members make up a very small part of our total business worldwide. I would like to know more about your problem. The adapter should never be able to hit the finish its below the surface of the plastic disc. In order to really understand what happened and take care of you we need to know more. Please contact me when you have a chance. Even if you will not use our product anymore, I am still concerned and would like to address the problem as it should never happen.

Aaron Krause (President & CEO)
Dedication To Detail, Inc.
777 Henderson Blvd.
Suites # 1 & 2
Folcroft, PA 19032
---------------------------------------
( Phone: (610) 583-4883
2 Fax: (610) 583-4885
* Email: aaron@dedicationtodetail.com
Website: www.edgepads.com

[HighEndDetail]

Originally Posted by Meghan

Ed how come you didnt call me silly!!! Give me a call, I will take care of you.

It slipped my mind, this morning when it happened. All I could think of was, was I was screwed. I had 2 corvettes today, and other vehicles friday and the next few days. Since I switched to the EDGE SYSTEM. I don't want to go back to the velcro backing ones.
So I thought maybe Justin will be comming down my way. So I called him, turns out he was and like 45 mins away. My apt. was at 10, so I called my client ant told him I was going to be 15min late. I met Justin, and he was kind enough to give me the one off his PC to borrow to use till I get a new one.

Originally Posted by The Edge

and just so eveyone knows, that adapters are GURANTEED FOR LIFE ! so just send it back to AG or Edge direct and we will get you a new on. We also like to get them back so we can find out what happened and try if possible to improve the product.

Aaron

Aaron I will be sending back to you,along with the other thing I have to send you.

I will only be using the edge system for my PC and rotary

[MikeyC]

Originally Posted by BlackCoupe

Well there are three members on this forum (in this thread) alone with that failure. (I am not counting the poster who said he had "heard" of it). Based on your failure rate, that would suggest, statistically, that you have sold 15,000 adapters to AG members? BTW--I do have your pads and your adapters. I can send a pic as proof if you like--I am not just taking a gratuitous shot. I had one pad break that DID result in damage to the finish on my brand new Lexus when the spindle contacted and scored the surface. And black grease seems to infiltrate the tops of the pad. I am using CCS and a backing plate.

Not too long ago I had a problem with some LC products which damaged my car. So, AG put me in touch with LC. LC's investigation of the incident could only be described as poor and their response to me in the end was "see you never." So, I had to pay to repair my car.

If LC had shown 50% of the interest that Aaron shows when someone has a problem I might still be using LC products today.

I've never had even 1 problem with my Edge pads (in fact they all look brand new after many uses), but it's nice to now that if I ever do have a problem that I will be taken care of.

[BlackCoupe]

Originally Posted by The Edge

Ok, first off, I am very sorry to hear you had a problem. Did you contact us about this? As far as the statistics, we have sold well over 150,000 adapters but AG and its members make up a very small part of our total business worldwide. I would like to know more about your problem. The adapter should never be able to hit the finish its below the surface of the plastic disc. In order to really understand what happened and take care of you we need to know more. Please contact me when you have a chance. Even if you will not use our product anymore, I am still concerned and would like to address the problem as it should never happen.

Aaron Krause (President & CEO)
Dedication To Detail, Inc.
777 Henderson Blvd.
Suites # 1 & 2
Folcroft, PA 19032
---------------------------------------
( Phone: (610) 583-4883
2 Fax: (610) 583-4885
* Email: aaron@dedicationtodetail.com
Website: www.edgepads.com

FWIW, this happened about ten months ago. I have never posted it on this or any forum, out of respect for you and your business. The only reason I did mention it, was because I felt attacked for my mini-rant about having to send small ticket items back to the manufacturer. I did not use the word "Edge" anywhere in my original post. I am an attorney and I bill my time hourly, so screwing around mailing back a small ticket item is not worth it to me (and I don't have the emotional energy) and I don't feel comfortable asking staff to do so. Failures of 1 in 5000 are only those you know about, unless you extrapolate in some way for people who just suck it up. But spindle failure was not my problem--it just brought me out of the closet on "returning" things to a manufacturer.

I think you will find that if one of the plastic wings that separates your pads breaks, that the spindle will or can contact the paint surface.

I don't want to belabor it, and I am OK with AG deleting all of my posts in this thread, and your responses to them, in this thread.

And to respond to your earlier inquiry, no, my socket wrench does not oscillate at 6000 rpms for hours at a time, but I suspect that there is a lot of mechanical equipment that does, with failure rates of less than 1 in 5000.

[Surfer]

You'd have to be putting some serious pressure on the Edge pad at an angle to even attempt to break the plastic plate. Look at the guys with LC and other backing plate pads that have had the pad and plate completely seperate at full tilt causing the PC to put a nice deep gauge into the paint......just ask my friend lol, and let me tell you, when a pad flys off at 5K rpm damn does it move when it hits the ground lol.

I've never had an issue with my Edge set that I've had for over a year.