Doug Thorley Exhaust Failure
Dear Smarties,
I have owned a Doug Thorley catback exhaust since August 2008 (just a few weeks after I got my smart) and I have been quite happy with it. Then, last Sunday on my drive home on the Highway, as I passed over a lateral seam in the road, I heard a pop and then noise, as if there was a hole in the muffler.
Once I got off the Highway I checked and the weld on one of the two braces holding the exhaust had snapped off and pulled a hole into the exhaust. Fortunately the rubber mount held the brace in place.
So: I called Doug Thorley on Monday and after a quick conversation with a live person I e-mailed that person photos of the damage to get their input and hopefully arrange a replacement. On Tuesday I had not heard back, so I called and spoke to someone else to find out that the first rep I spoke to was out for the rest of the day. This morning I called again, but this time the phone was not answered, so I sent another e-mail following up. No response still.
Working in the service industry myself I would expect a response to my e-mail within 24 hours or at least a "we're working on it, sorry for the delay" call. Is that an unreasonable expectation?
Has any of you had experience with a warranty claim with Doug Thorley before? Any suggestions, comments, ideas would be most welcome.
Bummin', t
Tags: doug, exhaust, muffler, thorley
Views: 50
Replies to This Discussion
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Permalink Reply by Robert Ricewasser on -
Your story is pretty much typical of what others have experienced when trying to get their defective exhaust system warrantied. I don't think that Doug Thorley is stocking these systems any longer. Try contacting smartmadness and see if they can help you.
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Permalink Reply by toes on -
Thank you Robert. Discouraging, but I guess I will have to lean on Doug Thorley a little harder. Are there any aftermarket exhaust systems that are recommended to last. Probably not Doug Thorley? Thanks, t
Robert Ricewasser said:Your story is pretty much typical of what others have experienced when trying to get their defective exhaust system warrantied. I don't think that Doug Thorley is stocking these systems any longer. Try contacting smartmadness and see if they can help you.
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Permalink Reply by toes on
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Okay, there is initiative on DT's part. This is what they just posted on the SCOA site:
"We are currently trying to come to a solution or retrofit for the damaged systems. The "quiet" system incorporates a much stronger design as well as a ball and socket type connection at the muffler. This pivot ball allows movement in all directions. We will be in touch with all who have damaged systems as soon as a solution is made.
Thanks"
I am encouraged for now. t
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Permalink Reply by toes on
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Smarties, an update as of today: I received a call from Frank at Doug Thorley and I will get a replacement exhaust. But: Not only will it be a replacement, but it will also be a further improved design with a longer flex section. I can't wait and am very excited to install it once it gets here and there is no more snow on the ground. t. :)
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Permalink Reply by toes on
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So, unfortunately another update: It's two weeks later and I have not heard nor seen anything from DTH. I am starting to wonder (again).
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Permalink Reply by Bert Monsen on -
For whatever its worth, I have an aftermarket exhaust made for the smart manufactured by Genius. They make QUALITY products. I installed it myself, so I was able to see the construction and welding qualities and I was impressed. If you don't get any satisfaction from DTH, I recommend you go online with Genius.
I think your gut feeling may be accurate...when a company gives you the run-around, doesn't respond or answer the phone and makes some empty? promises...its like, "your check is in the mail!"
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Permalink Reply by Tommy & Jodi on -
I have had a doug Thorley Cat Back Exhaust on my smartie (on and off) since March 2009 and had no problems so far. I have attached a picture of the mods that were done to inlet side of the muffler stop the breakage by Doug Thorley and it seem to work for my Smart
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muffler.jpg, 1.8 MB
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Permalink Reply by Tom R on -
When we bought Hafpint in August, 2008, we had a Thorley put on. Recently we began having some problems with it. It has cracked or broken on or near the welds, has gotten a lot noisier. The SmartCenter (Denver) said they've been seeing a few problems, and that Thorley was supposedly working on a solution (design flaw). Nothing has been done yet to the best of our knowledge.
This is all very discouraging.
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Permalink Reply by Giant Killer on -
If you get anywhere with DT let me know been trying to get my second broken exhaust replaced by Dt since early last spring. First one was replaced by the vender. He never recieved a replacement from them. They never replaced any for him. And so he is out all of the ones he replaced for his customers. Needless to say he stopped selling them. And I thought dt was a reputable company. Guess not. They probably think a few smart owners complaining about them. Isn't going to hurt there business any, so why take care of them.
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Permalink Reply by james g on -
Tommy & Jodi said:I have had a doug Thorley Cat Back Exhaust on my smartie (on and off) since March 2009 and had no problems so far. I have attached a picture of the mods that were done to inlet side of the muffler stop the breakage by Doug Thorley and it seem to work for my Smart
seems a little rube goldberg-ish, i'll be installing a "solo" exhaust on my car in a few days, it has some tension socket inline after the initial curve. the welds and springs seem kinda hokey.
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Permalink Reply by toes on
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DTH is a terrible company for not providing a complete design solution to their flawed exhausts and ignoring phone calls and e-mails.
Their inconsistent treatment of customers and lack of honoring their warranty has me resigned to the fact that I too will likely be installing a Solo exhaust which includes a flex pipe like the stock smart exhaust.
I would caution anyone buying the rigid smart exhaust from DTH for the aforementioned reasons and buying anything at all from them given their poor customer service.
It is unfortunate that such a storied and well-known company provided such a poor design and provides such sub-par customer service.
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Permalink Reply by Muhammad usman on -
So: I called Doug Thorley on Monday 642-524 and after a quick conversation with a live person I e-mailed that person photos of the damage to get their input and hopefully arrange a replacement. On Tuesday I 1Y0-A05 had not heard back, so I called and spoke to someone else to find 350-029 ut that the first rep I spoke to was out for the rest of the day. This morning I called again, but this 70-646 time the phone was not answered, so I sent another e-mail following up. No response still
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