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This is the question I recently ran into when kitting out my new Hilux Revo. In them “good ole days…” you had a choice between Warn and Ramsey and if you were lucky one or two others. Presently we have a regular smorgasbord of choices with most of it leaning towards the eastern cuisine. While Warn is still available in several guises it does demand a premium price compared to other brands, sometimes to the tune of three or four times the price of a “China” model. I finally decided to go with Warn for two reasons; one, known reliability and quality and two, aftermarket support. My choice; the sleek new waterproof Warn Zeon winch. Fitted, we went of on a wet season run of the Pafuri/Mabote/Mapinhane route and promptly got well stuck in the mud. The winch worked great for the first section, however ten meters before the end of the pan it suddenly lost power and then ceased to work at all. After many adventures we got back and I took the winch and my complaints to our local fitment center. After some time I was informed by them that the six month old winch was subjected to excessive abuse and would not be covered by the warranty. All my preconceptions of Warn service was shattered. In a desperate move I emailed Warn USA with my story in a rather severely worded letter, mostly for my own therapy. Much to my surprise I got an email back within hours from America putting me in contact with their local agent Torre Equipment and Andrew from Torre phoned me the same day to get clarity on the issue. He indicated that they had no information regarding this incident. He requested that I courier the winch to them. One day later I was phoned at 08h00 in the morning. Andrew indicated that although they think it is the motor that failed, they were not going to take any chances with possible further damage and promptly sent me a brand new sealed box winch by courier. Spoke to them on Friday, winch arrived on Monday.
This is truly the reason why we buy known brands such as Warn. In an age of dying service delivery this was a wonderful breath of fresh air. I commend Warn for their exceptional after sales service. Keep it up guys!