Not really sure where vendor-specific info belongs in the forum, so I'm posting here. Sorry if it's the wrong section. I just wanted to share my recent experience dealing with ARB.
Short version: ARB is freaking awesome!
Long version:
I invested in an ARB twin-compressor (model CKMT12A) in September of last year after two different cheapo compressors failed on my OBA system (practically leaving me stranded on the trail with no air, twice, if I hadn't had people with me). At over $500, you have to be pretty darn fed up with cheap compressors before you take the plunge, but I had reached that point and was sick of dumping money into units that were DOA and leaving me stranded. I looked at the ARB unit as a solution because the ARB compressors feature aircraft grade materials, brushless/sealed motor units that stand up to water and the elements, a design that is truly serviceable (with parts that are actually available), and a 100% duty cycle so I can help others air up after I air myself up. Plus, the twin model is a true complete system which includes a built-in pressure switch and a full wiring harness that integrates with the (included) on/off switch and locker switches (the locker manifold is a separate purchase - but the point is that once you install the compressor, you're already completely wired up for the lockers if you ever install them).
The compressor worked great about a dozen times since I bought it, but last week, I noticed that it had a different sound when I turned it on. The distinct "dual" compressor sound was gone, and it was obvious to me that one of the motors wasn't working. I removed my rad skid to drop the compressor and confirmed that only one motor was working when I switched it on. There are two fuses on the wire harness (one for each motor), so I swapped them with one another, which didn't change anything (same motor didn't work - it didn't even swap the problem to the other motor). I checked the very few exposed wires on the unit for damage or loose connections and was then out of ideas.
At this point, I went to ARB's website and emailed their tech support department. I got a response within about 10 minutes from someone named Mitch who asked how much troubleshooting I had already done and took all of this into account as he replied with questions and recommendations. Once he realized that I'm somewhat electrically savvy, he had me check for continuity between the positive and negative terminals on the pigtail that plugs the non-functioning motor into the full compressor assembly. There was no continuity, and it was determined that I have a bad thermal fuse within the motor.
Back to the comment about the compressor being serviceable - the thermal fuse is embedded into the end-cap of the motor, which also contains a fan assembly. He asked if I wanted to send the compressor to them for repair, and I asked if there were any other options to avoid shipping costs and downtime. He replied with a link to the service manual pages that give instructions on replacing the end cap and asked if I'd be willing to undertake the project, which of course I was. He then said he'd mail me a new end-cap assembly, and would even include a spare one in case it ever happened again or happened to the second motor.
In the end, this is truly amazing for a few different reasons:
1) It's nearly impossible to get in touch with someone in a "tech support" department (with any company) who actually understands your problem or understands the product they are trying to help you with. They typically work straight off of a troubleshooting flow-chart, and disregard any input you give them unless it was a direct response to a question they asked you. This is so frustrating when you've already done your own leg-work to narrow down a problem. It was very obvious to me that Mitch knew everything about the way this compressor was built and how it works, and he very quickly diagnosed the problem without driving me crazy in the process.
2) Never have I heard of a company allowing you to self-repair a product without voiding the warranty. He was very responsive to my concerns of not having the compressor for a length of time (one motor still works - so I get about half capacity out of it) and my desire to not pay for shipping. I specifically asked if performing the repair myself would present any warranty issues down the road, and the response was absolutely not.
3) He never even asked me to prove that I was eligible for repair under warranty! With just a few emails (the first of which explained that I had purchased the unit about 8 months ago but didn't provide any kind of proof or even say where I bought it from), the problem was already being solved. No jumping through hoops to prove I was eligible, trying to dig up an 8 month old receipt or trying to find surveillance footage of me making the purchase.
I'm absolutely thrilled by ARB's customer service and I can guarantee you they've earned another customer for life. The term that "you get what you pay for" always holds true, but it's not often that you get to test just how far beyond the physical product that goes. Kudos to ARB for understanding their customer base and catering perfectly to their needs.
