Terrible experience with Alert Engine Parts

Terrible experience with warranty claims.

To whom it may concern

I had purchased a brand new Borg Warner turbo from Alert Engine Parts Pinetown in January 2022 and it failed in August 2022 - just months after. I took the turbo into the branch to register a warranty claim as it was still within the warranty period and was told that I can take it to an independent turbo "specialist" for an assessment to speed up the process. I was referred to Wallace Turbos. I agreed as i was looking for the quickest turn around time to get my vehicle back on the road, so I took it to them thereafter. Later that day I was informed that the turbo needed to be sent to Johannesburg for an assessment. I did not understand why when this was meant to be done locally. However, I obliged in order to get this sorted out soonest. Thereafter i contacted Wallace Turbos directly to query the outcome of the assessment and I was repeatedly told that they cannot discuss their findings BUT what they did tell me is that if all goes well, I will be able to claim from the warranty. I awaited the results from Johannesburg which took approximately 2 weeks.

After follow up phone calls to the technical representative of Alert Engine Parts, I was notified that the warranty was not going to cover my claim. They further furnished me with a report. The report indicated that oil contamination was the cause of failure. When I spoke to the technical representative, he pointed out things that could cause "oil contamination". He also began to question if the vehicle has modifications, software, if there was a new oil feed line to the turbo and so on. The vehicles engine had been overhauled and the brand new turbo was fitted at the same time. Since the fitment of the turbo, the vehicles oil had been changed after the 'break-in period' as recommended in the industry and the correct grade of oil was used, new oil filter, plus a brand new oil feed line to the turbo. All components were clean upon fitment. When all of this was mentioned to the representative and when he was told that the vehicle does NOT have software and HAS a NEW oil feed line, he was at a loss of words. And began to question whether other things relating to the engine being overhauled. It quite honestly seemed like the representative was looking for excuse upon excuse to not honor the warranty claim.

Since this incident, I have spoken to a few people and they informed me that they also had similar issues with Alert and that they will look for any excuse not to honor the warranty claim.

This has really set me back as I do not have transport since then as this is my only vehicle. I was also referred to buying a core to replace the existing broken one and the representative could speak to Wallace Turbos to get the turbo repaired, however this is not affordable to me at the moment. I am also extremely disappointed and upset as my reason for going with OEM parts was that this product is backed up by a manufacturer that is world renowned and by a reseller that is also reputable. However after my experience this is definitely far from the truth. I would definitely not recommend dealing with Alert Engine Parts nor using Borg Warner products.