Hey Guys,
SCHATZ: I just got back from overseas and saw your PM. Didn't do a lot of work while on vacation.....sorry about that. Please call our tech support at 866-527-7637 and you can get immediate help. Sure it's not a huge deal.
Here's what I know about quality and track record.
1. We've sold them for nearly 10 years now and sell about 8,000 VIPER winches a year. You don't get to that level if you have a crappy product. Word-of-mouth will kill you.
2. We have 400 dealers selling our products. Highlifter and LA Powersports take them by the pallets and run them in the deepest mud conditions.
3. They are made with military grade raw materials and we don't cut corners in their production.
Now every winch brand will sometimes not work in the field, BUT there can be tons of reasons for this -- and rare is it a manufacturing defect. We have in the neighborhood of 98% success rate and I'd put our winches against anyone.
Sometimes it's an issue with the battery, sometimes it's an issue with the electrical system -- who knows.
Here's a trouble-shooting video from our lead tech, Caleb:
Anyway, give us a shout and we will ALWAYS stand behind our stuff. I know how hard we work to make good products. Hope some of that helps.