This is the first report we've heard directly, checking the RPF it seems that there are a few people affected. We can only assume nobody thought it worth while to report the problem to us directly as their Enterprise was out of warranty.
All of our products are covered by a 90 day warranty. If you’re within 90 days, you’re entitled to a free replacement, as defined.
Unfortunately, if you’re a long term owner and your Enterprise develops a problem, it’s not covered by this warranty. We’ve never offered or inferred a lifetime warranty on our products, on consumer products like this it’s just not viable. We are truly sorry if you are in this category. We wish that we could predict every possible eventuality that was likely to occur, but we can’t and we apologize for falling short of people’s expectations.
This “problem” is an odd one and we have no idea what’s causing it. We have several sample models which have been running everyday for nearly 2 years in our show room without any issues. No leakage, no sticky nacelles, no burned out bulbs, etc. but we are always disappointed to learn that some people do have problems and we’ll always take steps to solve or resolve them when ever practical.
We have just begun production of the final run of this item and have contacted the factory technicians and quality control staff to ask them if they can provide any explanation as to what might cause it. They are unable to identify a specific fault and have been unable to reproduce a similar result in tests. At this time it seems this issue is only affecting a very limited number of models. None the less, it’s disappointing to learn that it’s ruining the enjoyment of our product for even one owner.
We welcome any input or suggestion as to what may be causing the issue, and even better any suggestions that may help an affected owner resolve it. It’s highly likely that the combined expertise of the RPF will be the first to provide helpful advice. We’re not looking to the RPF to solve the issue, but let’s face it; they’re the best resource for these situations. There’s no substitute for their knowledge and enthusiasm.
This product was never designed to be user serviceable or easily modified. All parts and components were selected to give a “lifetime” of reasonable use and that is why the nacelles and other parts are not easily accessible. There should never be any reason to open them.
We stand by the quality of our products. We take considerable time and effort to ensure that everything is produced to the highest standard. In an ideal world, there would be 0 faults on any commercially produced consumer product, but we all know that’s not the case. Typically we always expect to see a failure rate of around 2%. We feel our Enterprise is a stunning piece and can confirm unequivocally that it has performed well within these tolerances, contrary to some reports of it being an item “cursed” with faults.
Again, this is no consolation if you are one of the unlucky few and we realize that you are unhappy. All we can suggest is to contact us directly and we will do what we can to help you.