OK, heres the readers digest version.

Bough a Pilot HID kit and headlamp conversion housings from one of those "auto toy" places in my city. $299 for the HID kit, they had to order it in, I am assuming from Pilot. Got this kit, installed in the truck, and the left side bulb doesnt work or light up. I switch bulbs side to side, right doesnt work... It came with a dud bulb. I have Emailed Pilot about this 2 times now and dont get a reply within 24 hours as they say. I am willing to pay the shipping one way, and they pay the other way to switch this kit. I am also willing to buy a new kit from Pilot directly for $99 (dont know why I didnt to this originally) and then ship back the old broken one and get them to send me a second working kit for roof lights?

Should I get on the phone in 2 days if nobody replies to me? What should me demands be?

The only other experience I have returning brken product is a GPS unit from Magellan. It stopped working after owning it for about a year and trying to do the online update. I called Magellan, and they just send me a brand new on via Purolator for free, and they paid the shipping. They just asked that I send the old one back to them collect, it was excellent customer service. They didnt even want proof that I even owned said GPS unit at all, just the serial number off the defective product is all they ever asked for.

The place I bought this from has a no return on special order products policy, so Im up the creek there. I will tell them about this if I have trouble warrantying this product so they can maybe not sell this stuff in the future?

What I should have done is ordered 3 of these kits direct for the price I paid... Silly me for not wanting to buy stuff online.

Oh and as for buying stuff online, I went to my bank this week and upgraded my credit card to one with insurance against CC theft on it, so I dont have to worry about buying online and having it stolen like last time now!

Sorry about the rant, Im just peed off that my lights dont work and I want justice for the guy who dropped my package somewhere along the shipping line between the QC department and the car toy shop...

 

I would get on the phone and totally bitch them out and either demand a discount or a refund if you just don't want to mess with them anymore. If they still don't want to do anything tell them you have a lawyer or something, always has worked for me in the past.

 

Before you totally freak out (like you haven't been already, I know I would be) have you turned the plug around IE switched polarity? Even the other bulb in there if the polarity is bassackwards won't work. Also keep in mind, though you emailed them last week, holidays are here. Who knows what hours any company, online dealership etc work.
And $300 for a pair of HID's & light housings? They'd better be exactly what you want & damn nice at that or I'd be afraid of 2nd hand smoke for what you're smoking brother! lol

 

I dont freak out about anything anymore, had a heart attack at 29 so I take it easy nowadays, but yeah 299 for the kit (Pilot HID H4 slim mount HI/LO 6000k), and then 70 for the wrong size housings, I chose the small ones, they are plastic and have stupid 194 bulbs built in for that ricer look (Eurolite), then another 65 for the right ones, which are glass, and very very nice (VisionX). The actual HID kit itself seems to be very high quality, it has aluminum ballasts with mountable brackets and large gauge wires that are all made to fit and all have nice wire loom over them. Its much nicer gear than the kits in my friends cars have that are noname brands made with plastic stuff.

It is not possible to switch the polarity on them, the plugs all have unique one-way sockets for all the connections. Its not possible to mess this install up.

So I have Emailed about this 3 times now, and I cannot phone the 877 number on their website from my area (www.pilothid.com) can one of my American blazer-brothers try calling that number for me and see if its just a calling from canada thing, and maybe get me a number that I can call from canada for customer service? That would be awful nice of you.

Im getting close to just ordering another set from someone else that has good reviews on Ebay. (got a paypal now)

 

I mentioned the 'reverse polarity' because on some you can do that. HidXtra that advertise on here has really good HID kits & they have a 2 year warrenty.
They have a Post Christmas sale on right now. Here's what I just ordered from them (my 2nd kit):

1 x Automobile Xenon HID Conversion Kit (Auto HID Kit - 209) = $54.99

Bulb Type: 9005 Color Temperature: 6000K - Dimond White Upgrade: Super Slim Ballast (+$15.00)

Sub-Total: $54.99

Shipping (Regular Delivery): $30.00 <--- to Canada

Total: $84.99
https://blazerforum.com/forum/showthread.php?t=53192
They have a couple threads in here & Kyle, myself, Wlorton, lots of us have gotten HID's from them. If there ever was/is a problem Michelle from HidXtra is easy to get ahold of by email or phone & is quick to straighten it out.
As a bonus they accept Paypal too.

 

2 year warranty.. When did that happen? They boned me. I won't buy another kit from them EVER! Same stuff that can be found cheaper elsewhere.

 

WHAT? I remember when you got your kit from them almost 2 years ago & there was an issue. You said Michelle mailed out a replacement part or something. Wow how'd I miss that?
Chit, I just got another set mailed to me lol uh-oh, lets hope it's Ok.
Damn,now I'm pissed.

 

I think there was a defective bulb and they did take care... However, I had problems with radio interference, random ignition problems (the bulbs lighting), and TONS of problems with them flickering that I had conversed back and forth with them about before the 1 year mark. After trying to get some answers on troubleshooting and trying a bunch of things... 12 months was up and I never received another response out of them.

Their understanding of the products they sell doesn't extend too far. Many of the responses I received were that they have sold XX,XXX kits and if they were poor quality, we wouldn't be doing the business that we are. And that was in response to questions about how to fix a particular problem... Half the time I even wondered if my messages were actually the ones that were being replied to or if the person doing the replying was getting things mixed up.

 

Wow, I'm 99% positive when they 1st started advertising here they had a 2 yr. warrenty. I know mine flickered at start-up & sometime the PS wouldn't fire. Simple flick of the highbeams corrected that. They wanted me to send the ballast back to them for inspection & whatnot, but I didn't want to be without the lights so I put up with the highbeam flick/fix. They had advertised they had new ballasts that corrected the flicker at start-up & while driving. Lately my PS one has a slight flicker to it, but it's 2 years old now & you have to look for it to see it.

Sorry if this seems like a hijack but the info is usefull to the OP.

 

I actually was going to buy another set to install from them so I wouldn't have to deal with the downtime and they flat out stated that they would not refund the money if the original kit was found to be defective so that put the ixnay on that. I wasn't going to add insult to injury.

I think that is their plan with their "warranty". Make it as difficult for the consumer as possible so as to discourage returns... Sad.

I'll be adding HIDs to my Tahoe at some point, but I will be getting them from elsewhere.

*EDIT*- I just read back through their correspondence. My #1 issue starting off was with beam alignment. They didn't replace the bulbs even after I narrowed it down to the bulb. I had to purchase a new set of bulbs... So I never did receive any kind of warranty "service" from them...

But back to the topic at hand. $299!! Wow. That's a lot of dough! I would return the kit to the place you bought it even if that means a restocking fee and buy one directly from Pilot or one of the other brands online.