I bought the 12k winch earlier this year, it broke on its 2nd weighted pull so got onto the warranty department the next day about it with no dramas. Flash forward two and a half months without word (covid was kicking off so left it a while just incase of auspost), turns out my request got lost in the system..no dramas, the end cap with T-handle and ring gear was express posted and replaced without hassle but didn't fix the issue. I called the warranty guys again and they said they'd express out a whole gearbox and try that. Three weeks pass without word, same story. When the gearbox did arrive it sorted the issue and havent had any worries since. I hope I just got the lemon of the batch, but am glad Carbon did follow through on the warranty.