As with all products, warranty claims must be researched and a solid determination as to what exactly caused the issue is important. Due to the high cost of shipping these items around, surly you can understand that. I can tell you that both James Baroud and OK4WD are very solid companies and will always do the right thing. If we've never seen an issue like this before then it will come under great scrutiny to determine the actual cause.
Trust me when I tell you that as a manufacture, all of us are very aware of our products shortcomings and potential for warranty repair issues, and set warranty parameters accordingly. This product would not have a 5 Year Warranty if there was potential for anything like this to happen. The fact that it did is why it came under scrutiny in the first place. We've put hundreds of these units on the street in North America without any issues what so ever. So a report like this is unusual to say the least.
Just be patient and let them work it out.
I dont have a dog in this fight, not even a puppy, but as a consumer I will say Bunk when it comes to "letting them work it out". Take care of the customer, eat some if you have to, and work out the problem on your time and dime, not his. There is no doubt a company will end up getting the shaft sometimes but for every undeserving turd they take care of there will be a dozen more impressed with the service and willing to sign on.
I bought a soft top from Bestop years ago that had one tooth fall out of a zipper. Didnt affect a dang thing. I went back to the store I bought it and asked if it was something that could be fixed and they called Bestop to ask. I'd had this top for months at this point. They sent me a whole new top no questions asked. I've been a solid Bestop customer ever since and have told that story to anyone willing to listen.
I just bought a softopper, mainly because Bestop didnt have the color I wanted, and after two weeks called them back about some defects on the outside flap of the front window. I was concerned about weather damage to the affected areas and asked what could be done about it. They determined it was probably my fault (it probably was) and very politely told me how to make sure it didnt happen again, and promptly sent me a new window. That wasnt what I expected or was asking for, but it certainly took care of my concerns on future weather damage.
The point is these companys took care of me without question for issues that in at least one case was most likely not their fault, and bought themselves a customer for life, and I've no doubt at least a few more willing to give them a shot.
How you treat a customer after the sale counts for way way more than just about all but the most egregious quality issues, and people respond to that.
