First off, it’s awesome to hear that the winch itself is "beyond excellent"—we really appreciate that.
But you are completely right about the customer service setup, and I'm really sorry for the frustration.
Getting a hold of us shouldn't feel like a puzzle.
To be completely transparent, we’ve been running some tests on multiple versions of our "Contact Us" section recently, but your review is a stark reminder of where it's missing the mark. We are reviewing this feedback at a management level every single day right now to get it right.
Thanks for keeping us honest. If you still need anything at all, please reach out directly on [email protected] and we'll get you sorted straight away.
Thank you for your feedback and for acknowledging our prompt communication and shipping.
We're sorry to hear about the issues you experienced with your winch. We would like to clarify that the order number associated with this review relates to a control box assembly rather than a complete winch unit.
We are also unable to locate a purchase for the winch described in your review within our system. As Warrior Winches launched in 2023, we cannot see any previous orders under your details that would allow us to verify the purchase date, product specification, or warranty status of the unit in question.
While the winch range carries a 5-year warranty, the information provided in the review does not allow us to determine whether the product is covered. In addition, no details have been provided regarding usage frequency, operating conditions, or maintenance history, all of which can have a significant impact on the lifespan and performance of electrical and mechanical components.
We take product quality and customer feedback seriously. If you would like us to investigate this matter further, please contact us at [email protected] with proof of purchase, the winch model, and any additional information you may have. We will be happy to review the details and look into this for you.
Thank you again for taking the time to share your experience.
