The Turbo Shop Inc

Mrs. Lockhart purchased a brand new Boyd Warner turbo from our business on 6-29-12 that came with a 1 year manufacturer warranty. I stayed 30 minutes after business hours on a Friday to accommodate Mrs. Lockhart. I received a call from her on 7-12-12 to let me know the turbo had failed and she was bringing it back. She arrived & proceeded to tell me how bad her month had been as she had a just had a failure on a oil pump and had to spend 13,000 on a engine rebuild. When I inspected the turbo, it was very clear from a blued shaft and burnt bearings that the unit had been run with no or low oil pressure. I told her I would have to send the unit off to Boyd Warner for warranty consideration and I paid the freight to send it to a Boyd Warner warranty center. The following day I received a phone call and a warranty analysis email informing me that the turbo had failed due to "insufficient lubrication" and the warranty had been denied. Boyd Warner turbochargers are warranted to be free from defects in workmanship and materials but insufficient oil supply is not covered. I called Mrs. Lockhart and told her the information I had received and told her if the turbo was not on the engine when it had the bad oil pump, that they needed to check the oil supply line because the unit had very obviously been run with an insufficient oil supply. I did not want her to burn up another turbo whether she purchased it from me or not. I never called Mrs. Lockhart a liar nor lied to her and she was never treated with anything but respect. I am forwarding a copy of the denied Boyd Warner warranty form with this letter. We strive to please every customer and treat every customer as if they are the only one we have. This has been the way we do business for 33 years. I regret that Mrs. Lockhart has had the problems that she has had but it was not due to a defective turbocharger.