I've had nothing but good experience with them when installing my past 4 hid kits, two on my car, one on VW Jetta, and anther on a Honda CRV. This time when getting another kit for my dad's F-150 they sent me the wrong color of bulbs in additional the bulb backing crack creating a poor seal to the headlamps. After contacting DDM Tuning they would only replace the entire kit and not just the bulbs. I explain to them that was not nessary since the bulbs just need to be replaced. I ask if I could just purchase replacement bulbs and they could refund the broken bulbs once they were shipped back. They replied back saying they were not willing to do that. I sent a reply asking why they could not do that and no reply for the past 5 days. Good thing my father works for a law firm (http://www.perkinscoie.com/). I guess we will be taking legal action unless they reply in the next 48 hours.

From: Todd Nappen
Posted On: 03 Jan 2012 6:19 PM


Let me first say that I've install 4 hid kits in the past couple of year on various cars so I would like to say I'm a somewhat experienced HID kit installer if that is proper label I can give myself. This last kit which I ordered for my dad's 2005 F-150 is having issues with the bulbs. 

First, one of the bulb plastic backing crack so that it does not make a tight seal when twisted into the headlamp. Currently we are using duct tape as a temporary solution to keep water out. Keep in mind we live near Seattle, WA so we get lots of rain, so water is a issue. The plastic is very brittle compared to other DDM bulbs I've used with other kits. I should have taken picture so you can see the damage. I’m sorry that I do not have them available

Second, the 4500K color looks more like a 5000K or 6000K. When compared to the other cars running 35w kits with 4500k bulbs these bulbs look much blue/white. That slight yellow tint you get with the 4500K is something we need to prevent complete light reflection on wet roads. I know the color is not exact and can vary from headlamp to headlamp but I honestly believe this are mislabeled bulbs. 

Third and lastly, when we put the headlights in the high beam they appear to work great, but every other time it get stuck in the high beam position and will not go back to the low beams. The only way to reset the bulb is to turn the headlights off and then back on. I’ve check the connections and verified that everything was properly wired and had a solid connection. Overall I think the quality of these bulbs is not up to par with bulbs I've gotten in previous kits. I believe you guys offer very high quality kits and I’m sure every now and then your manufacture may produce a bad set. I kind request a new set of H13 High / Low, 4500K bulbs shipped to the same address and we can ship back the bad bulbs. You are welcome to place a $15 deposit with the card on file until the bulbs are returned to your location.

Thank you!
Todd Nappen
Order #******-1

From Justin
Posted On: 04 Jan 2012 3:37 PMHi 

Todd,
Thank you for the email and we apologize for the situation.
1) Based on your description of the plastic being brittle, it appears that they may have cooled the plastic too quickly on your specific bulbs which may lead to the plastic being brittle. For the cracked locking ring, we would be more than happy to ship you out a pair of replacements but due to the other issues, you will have to send in the bulbs for our standard warranty exchange.

2) Based on your description, it does sound like the 4500k bulbs you had received may be closer to a high 5k bulb since they are mostly white with a small hint of blue in the light emission.

3) If both bulbs are get stuck in the high beam position at the same time, it sounds like the control box on the relay is getting stuck on the high beam position.

Unfortunately we no longer offer an advanced replacement service and before we send anything out, we will require that you send in the faulty pieces first. Since you had reported your issue within a week, we can provide you with a return shipping label to cover the cost of sending in both the bulbs and the wiring harness. If you would rather not go through the warranty process and wait for replacements, we can also offer to provide you with information to return the kit for a refund. For the refund, we would provide you with a return shipping label and waive our 20% restocking fee due to the defects with the kit.

Please let us know if you would like to return the kit for a refund or go forward with our standard warranty policy.

We do apologize for the issues you have had with our HID kit and our kits are not normally like the one you had received.

Please reply to this email after logging in to the Support Center (www.ddmtuning.com/support/). If you send the reply from your "regular" email, it won't be successful. Please refer to the automated email confirming the ticket for log-in information. 

Thank you for contacting DDM Tuning
Tech Support
858-633-2020 x2
-Justin, DDM Vista

Todd Nappen
Posted On: 04 Jan 2012 11:39 PM

Justin,
That you for the very quick response! I've done some further problem solving and noticed the Hi/Lo issue appears to only be a problem when the f-150 headlights are set to the auto mode. When we manually have the headlights turn on the HI/LO work perfectly. I believe this is a issue with Ford and not the kit. For the time being we would rather just replace the bulbs. I'm up for either purchasing a new pair and doing the refund, or if possible do the replacement and I can ship them back. I would just rather not have to switch the F-150 back to the standard lights if I do not have. Please let me know what route to take from this point on to get this started. Thanks!

- Todd Nappen

Justin
Posted On: 05 Jan 2012 5:21 PM

Hi Todd,
The issue you are encountering with the automatic lighting feature is normal since this feature is usually not compatible with our HID kits.

If you are happy with the color of the bulbs, the fastest resolution would be to ship you a replacement locking ring so you do not have to send anything in to us.
If you would like us to ship a replacement locking ring, please submit a photo of the bulb so we know which style of locking ring to ship you.

If you are not happy with the color, then you can either do one of two options:
1) Purchase another full HID kit and send us the old kit for a full refund.
2) Send in your current bulbs and harness so we may replace it under our standard warranty procedure and re-install your halogens so you are not without headlights.

Please let us know if you have any other questions.

Please reply to this email after logging in to the Support Center (www.ddmtuning.com/support/). If you send the reply from your "regular" email, it won't be successful. Please refer to the automated email confirming the ticket for log-in information. 

Thank you for contacting DDM Tuning
Tech Support
858-633-2020 x2
-Justin, DDM Vista

Todd Nappen
Posted On: 05 Jan 2012 6:02 PM

Justin,

We don't like the color and would rather have 4500k since these appear to be 5000 or 6000k. Can I just purchase the new "H13 Hi/Lo bulbs" from the site (http://www.ddmtuning.com/Products/HID-Bulb-Replacements-Pair) and send in the old broken one and receive a refund for the cost of the bulb? Seem a little silly to replace the whole kit when the bulbs just need to be replaced. Let me know. 

Thanks!

Justin  
Posted On: 06 Jan 2012 4:55 PM

Hi Todd, 
Unfortunately the service you are asking for is no longer offered since we had discontinued our advanced replacement service and policy. I can only provide you with the services that I had listed in the previous email. 
Another option would be to purchase an extra HID kit to use as spare parts since we do require that we receive the faulty pieces first before we send out replacements.


Please reply to this email after logging in to the Support Center (www.ddmtuning.com/support/). If you send the reply from your "regular" email, it won't be successful. Please refer to the automated email confirming the ticket for log-in information. 

Thank you for contacting DDM Tuning
Tech Support
858-633-2020 x2
-Justin, DDM Vista

Todd Nappen
Posted On: 06 Jan 2012 5:14 PM

This is getting crazy! There is nothing wrong with the kit I don't need the kit replaced I just want to get the broken bulbs replaced. Why the hell can't I just purchase new bulbs and send back the broken ones and get a refund for the purchased bulbs? I've already zip-tied the harness and glued the ballast within the F-150. Taking out the whole kit is not something I want or need to do. Sending in the whole kit make no sense when I just want the BULBS REPLACED!
I'm a long time customer of yours and I do not appreciate how you are handling this. I'm planning on buy another hid kit for my father's fog lights in his 05 F-150 but by the way this is going I'm going to have to find a new supplier. As well I will post my experience of this problem on the many automotive forums I am actively on. I hate being threatening but this is getting stupid. I request this ticket be escalated to a manger and or supervisor immediately.

Todd Nappen
Posted On: 11 Jan 2012 3:23 PM

You guys better not be ignoring my request. 5 days since my last message and no reply. Understand this kit was installed on my father's truck. My father, Tim Nappen, works for a law firm called Perkins Coie (http://www.perkinscoie.com/tnappen/) here in Seattle, WA. Do you really want to go down that route? You have 48 hours to reply, and there better be a tracking number included in that reply. 

Todd Nappen
(425) ***-****