MSD Customer Service Issues

[terry lee]

I just got off the phone with MSD's Customer Service Dept.
Their policy for replacing defective parts still under warranty really sucks.

Let me start by saying that this is the second time I have had the magnetic pickup in my MSD distributers fail.

The first time was almost three years ago at The DSCC Reptile Roundup, the engine would turn over but not fire, so Dennis Olthoff replaced the defective distributer with a new ACCEL, and absolutely no problems from then on. I missed out on all the track fun that weekend, but just chaulked it up to a bad experience.

Then, I had my aluminum 427 engine rebuilt into a dry sump setup last winter and picked up the finished product the end of January. Much to my surprise, RDI replaced my faithful ACCEL distributer with another MSD. (I still have the ACCEL at my home in Fla., but I am in NC at the present time) I didn't pay a whole lot of attention to the matter figuring what happened 3 years ago was an isolated incident. Much to my surprise, Saturday morning I went out and tried to start my trusty 427 so we could join in on a run at the "Tail of the Dragon" with a few other Cobra buddies. Much to my dismay, the damn MSD distributer failed me again!!!!!!!!! (330 miles on the new dry sump engine and distributer)

So this morning I called MSD to see what their warranty policy is. (14 months)
But, in order to get a replacement part you must first get a "replacement part number authorization," then send in the failed part for their inspection, and "IF" they find it defective they will send you a repaired replacement part. I also needed a receipt for the purchase (again in Fla.) In my case this was part of the total engine invoice from RDI. NOW BEAR IN MIND: This is a $20.00part, and the engine won't fire! - I some how fail to see the problem with replacing this part on a credit card and let me send in the defective part for credit. This would expedite the down time on my car, to which the Customer Service Rep at MSD had no compassion. (Thank God I don't need it to get to work!) I could see I was getting nowhere with this incompitent individual, so just said I would vent my displeasure on the internet, and hung up. In retrospect, I should have asked for a supervisor, but what the heck, I get more satisfaction in putting this out there for anyone to read.

I ordered 2 of the magnetic pickups from Summit - 1 to replace the defective one, and one to keep as spare. The shipping was the same for one or two - so why not! I know the replacement pickup will fail just as the past two have! So why be out on the road without a backup? When I get back to Fla., I will install the "Trusty ACCEL" distributer back where it belongs. Don't exactly know what to do with the $250.00 piece of MSD garbage?????

In all fairness, I know alot of you have MSD ignitions and have had no problems. In fact, I think most NASCAR teams run MSD's, but then again, they have backup ignition setups and can switch over if there is a failure.
I just feel that I have the right to express my unfortunate experiences with any of you who are willing to listen and learn. If anyone is contemplating a new igintion setup, I can only suggest that you do your homework before plucking down some hard earned money.

TL

[Wayne Maybury]

Terry

Sorry to hear about your problems with MSD. I had to call their Customer Service last year about a problem I was having. They didn't give me much insight as it seemed to me that the guy on the phone had a very limited understanding of my questions. He told me to check a few things but when that didn't work, he was just as lost as me. I now have a spare magnetic pickup coil and a spare Blaster II coil. I was able to borrow an MSD box from a friend so at least I didn't have to buy a spare box as well.

My problem was a bad connection in the wiring harness which I eventually found by the good old process of elimination.

Wayne

[Buzzmobile]

I have had less than spectacular service from them as well. had me really hot one morning.

Buzz

[computerworks]

...a little strong on the title :-)

Tweaked it just a bit.

[terry lee]

Ron,
I kinda had a feeling that I might get edited on this one.
Just want everyone to know the facts. Maybe MSD will get a wakeup call.
I've already had several emails from friends that have had similar problems.

TL (still )

[1badmofo]

I have run MSD stuff for years on many differents cars and love it, when ever i would have a ? they would answer it with out any problems.

sid

[CJ428CJ]

Terry,

I understand where you're coming from but if I try and put myself in MSD's shoes, I'll bet they get a "ton" of returns for "problem" units only to find out that there's nothing wrong with the product at all. If a car won't start, it's very common to blame the MSD control or coil or whatever when in fact half the problems are probably due to a bad ground or an ignition switch or whatever.

They could have a more liberal return policy but that would result in them frequently replacing perfectly fine units with new units. That would, of course, drive up their prices and we'd all end up paying for everyone else's misdiagnosis. It has to be tough striking a balance between a great (or at least a good) return policy and one that results in them getting taken advantage of.

Chris

[Yetiman]

I had a 6AL box go bad whithin a week (the rev limiter circuit went haywire and was limiting revs to different random limits), They gave me an authorization #, sent me back to where I bough the unit (local shop) and i was out the door with a new unit.

8 months later that unit had issues, and they gave me an authorozation #, same deal. When I went there, my unit ran fine on their tester, and it turned out my alternator had issues that were causing the unit to shut down.

I am sure they have an awful lot of returns that come down to user issues (like my second failure) which have caused them to be hesitant about replacing stuff for people carte blanche.

[xlr8or]

They could at least do a cross shipment. If you find after troubleshooting with them that a part of thiers is potentially bad, charge for the new part and ship it. If the returned part checks out or the customer never sends it in then customer pays for it. If it turns out to be bad then credit the card back.

[Dennis Kelley]

MSD has treated me well and I haven't had an ignition failure. They did provide me with a hardware pack for free about 3 years ago when I bought a used 6al. Its my understanding that MSD has changed ownership since then. I agree they should have shipped immediatley with a credit card, but there must be some problem with the pickup supplier or somethings frying these on your car. I'd put the ACCEll back in.

later

dennis

[CSCHWER]

I usually travel with a spare electric fuel pump and a 6AL box. I've had to call home for parts that I could not find on the road. Most auto stores have started to stock this stuff now. You can usually find the 6AL boxes right under the sign that says "No return on electrical parts."
Chet

[Lowell W]

Chet,

Good suggestions.

MSD makes a switch box, P/N 8301, which connects two controllers together and then lets you toggle from one to the other in the event of a failure. This also gives you an easy way to test the box in the event of an ignition failure. I used to carry an extra 6AL box in the trunk but I made a frame to mount both boxes in the car and mounted the 8301 box under the dash. Easy to do in the convenience of my garage and may save having to connect the second box in the dark (rain/cold/traffic/etc.).

I have my extra fuel pump set up with the hose barbs and electrical connectors already in place (and clamps to clamp the fuel line while I switch pumps) and I also carry an extra distributor with the rotor position marked and a timing mark on the case so I can just locate 0° on #1, drop it in, align the marks and go. I also carry an extra starter and an alternator probably wouldn't be a bad idea either on a long trip.

Lowell

[terry lee]

I just want to update what has happened since I started this post.

WOW, 276 views to date! MISSION ACCOMPLISHED!!!!

What XLr8or suggested is exactly what I asked from MSD.

I ordered 2 of these $20 parts from Summit on Monday.

Wednesday I received my parts from Summit - standard delivery to the rural mountains of NC -
Not only did I receive the 2 magnetic pickups, I also got a free Summit Cap and a $20.00 gift certificate, new catalog, and of course all those stickers.

Now, That's what I call service.

It seems that the real problem stems from condensation getting inside the distributor cap which affects the pick-up, and causes it to fail. I found this out from several professionals that specialize in after market products.
I did find water droplets inside the distributor when I was trying to get the car started on Saturday. I put heat lamps and a hair dryer on it to try to dry things, but the damage was already done. We have had more than enough rain this year which has more than likely contributed to this problem. Seems like a gasket of some sort between the cap and distributer might be a simple solution. With an open hood scoop like the ones we have on our cars, I can only see this as an on going problem. I haven't driven my car in the rain to date, but that's not to say, that I might be out and get caught in one of those unforseen downpours.

TL

[MaSnaka]

I think the moisture enters the dist. by condensation. Maybe vents would be better than a water proof gasket. Not sure but just a thought.

[Lowell W]

Terry,

Do you have that Summit stock # handy, or a link, perhaps?

Thanks,

Lowell

[terry lee]

Lowell W.
The part info:
MSD Magnetic Pickup for MSD Billet Dist.
Part #84661

"This is the replacement part for MSD Pro-Billet and Billet Distributors. It will not work on OEM or disc. MSD distributors with a cast alum. housing. (Cast housings require PN 8466.) "
The above info is from the instalation instructions I received with the part.

Hope it helps.

As far as venting vs. weather proofing - good question. I make no claim to be any kind of an engineer nor any kind of a physics major, but 40 + years of being an architect has taught me the best way to eliminate moisture problems in buildings is to apply some sort of water proofing. Granted, roof and eave vents help to eliminate attic condensation. But this is normally something that comes from a combination of heat and cold. My situation with the distributor was due to the car sitting for about 4 weeks due to all the rain we have been having. Moisture built up in the garage and somehow found a way into the distributor (I have no idea how). But I do know that I saw droplets of water inside the unit, which I have been told will affect the pick-up and cause it to fail. I will try to install new pic-up this weekend and post results.

TL