When he made the claim of rotor cracks, we noticed from his photos that they were normal surface cracks, which was clearly explained in our surface crack article waiver that a prospective must acknowledge and agree before he can proceed to order. He was redirected to this common brake knowledge in track application and asked to see if the cracks will pass his finger nail test, which he claimed they fail (cracks catch his finger nails).

Surface (hairline) cracks have a lot to do with the brake pads used, which he claimed to have used Hawk DTC70 but we can’t verify that because he didn’t purchase the pads from us nor did he send the pads to us for evaluation although we made the request.

We strive to ensure that each of our customers is satisfied with our products. If they are not, we will work with them to resolve their issues especially for track applications which can involve with many variables than just one component. In this case we asked him to keep using the rotors for a few more track events for a more conclusive evaluation and repeated our promise to continue working with him. However our recommendation was declined.

Upon examination on the return rotors, they were determined to be normal surface cracks. Further more the cracks DO NOT catch finger nails.

See following photos (click to enlarge):


We believe you will agree that we need some time to properly assess the claim so that both the customer and us including vendor items receive a fair judgment and resolution.

His order was placed on 2/8/09 and his claim came in on 3/25/09. We received his returned rotors on 4/29/09, and his refund was issued on 5/14/09. Since he declined our offer to continue using the rotors with our full guarantee therefore the 15% restocking fee was charged which is what this thread is all about.

We are a responsible brake company for over 20 years. Our policy is to offer brake products to our customers with good prices and service. We will always treat our customer with fairness and respect likewise we expect to be so treated accordingly.

Thank you for your reading.