Advice re. lack of after sales support in relation to "expensive" item

[Cardo]

I'd rather not name names at this stage, so I'll try and make this reasonably generic. I am aware the supplier does on occasion read the forum.

We purchased an item for the boat that cost just shy of £4k at the boat show in September 2012.
The item was paid for by bank transfer and delivered just before Christmas 2012.
I installed the item early 2013, with the aim of this being ready to be used upon our departure from the UK late April 2013.
The item in question required commissioning. I spoke to the supplier, who said there was no point commissioning until we needed to use the item, so it was agreed he would attend to commission in late March/early April.
Supplier forgot the appointment, and subsequently attended 2 days prior to our departure. Unfortunately, unit was DoA and had to be taken away to be fixed.
The unit had to be sent back to the factory for service.
After service, the unit was sent to an address where we would be staying for a few weeks. This was July 2013.
I reinstalled the unit and commissioned it.
The unit worked, however not as well as I was expecting. Supplier suggested a number of things to try and improve efficiency.
A few weeks past and the unit's behaviour deteriorated, leading to this stopping working altogether towards the end of September 2013.
I had kept the supplier informed of the unit's behaviour as we went along.
Upon our arrival here in Corfu at the end of September, I informed the supplier the unit had broken down completely and required replacing.
Initially, the supplier was going to try and get a local dealer to service the unit, however after a number of weeks he stated the unit would need sending back to the factory.
I sent a number of emails asking for advice in how to prepare the unit for transport. This took a few weeks to receive a reply.
Mid December, I informed the supplier the unit was packaged and ready to be collected.
In early January, I chased him up and at the beginning of last week I received an email stating a chap from the factory would be in touch to arrange collection.
No contact from the factory.
On Friday I sent the supplier an email stating I am very disappointed with the service we have received and we are still in possession of a heavy lump of ****. I have given him an ultimatum date (15th March) by which time if we don't have a fully working unit in our possession I will return any parts we still have and will expect a full refund.
I have not heard anything so far.

In amongst all of this, I have had to send numerous chasing up emails as the supplier seemingly forgets about us, and often claims our emails are going straight to his "spam" folder. I have tried using two different email address from respected hosts, so I feel this is just an excuse.

Ideally, I would like for the unit to be replaced for a new one that works properly. However, this is just turning out to be an exercise in frustration with a supplier who, whilst very polite and apologetic when he does make contact, seems to care very little about our situation.


So, oh so wise forum, what should I do?

 

[Scarboroughsloop]

Assuming a UK supllier do you have a contact in the UK to talk to them on your behalf?

 

[Cardo]

Assuming a UK supllier do you have a contact in the UK to talk to them on your behalf?

I could just call him direct. But it has got to the stage where I want everything recorded in case this does end up in the county court. I have a nasty feeling this is fast heading that way.

 

[Angele]

Ultimately, do you want this kit fixed and working? Or, is there an alternative supplier that produces something similar that would do the job just as well?

I think the answers to these are important in determining the best course of action.

(Do you have the supplier's terms of business under which they supplied the goods? And were they made available to you at the time of sale (e.g. on the back of the invoice provided to you at SIBS)?

 

[Scarboroughsloop]

I'd be inclined to send another email stating all failures to date, hint at additional costs that you have inccured and try to find a contact email at the factory to copy the email to. I'd also state that if per your previous email it is not sorted by your date (15th Match) then you will be considering legal action.

 

[Steve Clayton]

Send the supplier this link and give him 2 weeks to resolve or you could start this process:

https://www.moneyclaim.gov.uk/web/mcol/welcome

If you paid by cc then google "section 75" as this might help as well.

 

[Angele]

If you paid by cc then google "section 75" as this might help as well.

He didn't. Bank transfer to the supplier's account. Makes it harder as they have to agree to cough up. More likely to end in court.

 

[Cardo]

Ultimately, do you want this kit fixed and working? Or, is there an alternative supplier that produces something similar that would do the job just as well?

I think the answers to these are important in determining the best course of action.

(Do you have the supplier's terms of business under which they supplied the goods? And were they made available to you at the time of sale (e.g. on the back of the invoice provided to you at SIBS)?

Unfortunately, don't have the original documents with me. I believe we left them in storage back in the UK.

At the end of the day, we bought the item because we want it. Ideally, I would like to be provided with a new, fully working unit and sail off happily into the sunset!

I'd be inclined to send another email stating all failures to date, hint at additional costs that you have inccured and try to find a contact email at the factory to copy the email to. I'd also state that if per your previous email it is not sorted by your date (15th Match) then you will be considering legal action.

My last email, sent on Friday listed various failures and stated the ultimatum. How long should I wait before sending a follow up? It has been 3 days, but that was over a weekend.

 

[Angele]

At the end of the day, we bought the item because we want it. Ideally, I would like to be provided with a new, fully working unit and sail off happily into the sunset!

A new fully working unit from the same supplier, or from someone else? It sounds like the after-sales support from these guys is poor or non-existant. If I were you, I would be looking for an exit strategy if someone else makes something that does the job.

My last email, sent on Friday listed various failures and stated the ultimatum. How long should I wait before sending a follow up? It has been 3 days, but that was over a weekend.

Nothing wrong with putting in a chaser call now to confirm they have received. Make a contemporaneous note of who you speak to and what they say. (Do that with all your calls with them from now).

 

[Twister_Ken]

Had an analogous situation with a holiday product. Some to-ing and fro-ing with the tour operator, but little progress. Then threatened social media exposure. They settled generously and quickly after that.

 

[Cardo]

A new fully working unit from the same supplier, or from someone else? It sounds like the after-sales support from these guys is poor or non-existant. If I were you, I would be looking for an exit strategy if someone else makes something that does the job.

Doesn't matter where the unit comes from. The supplier is just another supplier for a manufacturer. Unfortunately, we're out in Corfu and will be setting off again in just over a couple of months, so time isn't with us. Ideally, I'd like the current supplier (who up until Sept/Oct had been very helpful, aside from the missed appointment in March) to get the existing unit replaced. The supplier does have a good reputation and was very helpful before we left, so I don't really know what's going on now.

Nothing wrong with putting in a chaser call now to confirm they have received. Make a contemporaneous note of who you speak to and what they say. (Do that with all your calls with them from now).

I've tried calling them but no answer. Left a msg asking for a call back. We shall see...

 

[Iain C]

Ring him. Have the conversation. Summarise what has been discussed in an email and give him 24hrs to dispute anything in the email. Put read receipts/delivery receipts on all emails. Explain that you are doing this because of lack of previous responses and that you are now gathering further evidence for a "case" if it gets that far. Point to this thread and threaten a name and shame.

 

[Cardo]

Ring him. Have the conversation. Summarise what has been discussed in an email and give him 24hrs to dispute anything in the email. Put read receipts/delivery receipts on all emails. Explain that you are doing this because of lack of previous responses and that you are now gathering further evidence for a "case" if it gets that far. Point to this thread and threaten a name and shame.

I shall be doing this in future. I have tried ringing him, but no answer! Ha!


As a side query -
The manufacturer has a website with contact details. Should I try contacting them direct to get this sorted? My concern is that this may undermine my position and could give the supplier an excuse to wash their hands of this and tell me to speak direct to the manufacturer in future?

 

[Angele]

Doesn't matter where the unit comes from. The supplier is just another supplier for a manufacturer. Unfortunately, we're out in Corfu and will be setting off again in just over a couple of months, so time isn't with us. Ideally, I'd like the current supplier (who up until Sept/Oct had been very helpful, aside from the missed appointment in March) to get the existing unit replaced. The supplier does have a good reputation and was very helpful before we left, so I don't really know what's going on now.

Sorry, this is where the limited information you have given us is making it difficult to provide useful advice. What I meant when I said "a different supplier" was a different item made by someone else. I was assuming you had bought the goods direct from the people who made it, but that there could be competitors who make something different that does a similar job. Instead, I infer from your response that this is a major (possibly global) manufacturer who deals through a network of distribution agents. I also infer that this is the product you want and anything made by a competitor really wouldn't do the job for you.

Can you make our life a bit easier? Is this an engine? Or some signficant piece of navigation equipment?

 

[sailorman]

Sorry, this is where the limited information you have given us is making it difficult to provide useful advice. What I meant when I said "a different supplier" was a different item made by someone else. I was assuming you had bought the goods direct from the people who made it, but that there could be competitors who make something different that does a similar job. Instead, I infer from your response that this is a major (possibly global) manufacturer who deals through a network of distribution agents. I also infer that this is the product you want and anything made by a competitor really wouldn't do the job for you.

Can you make our life a bit easier? Is this an engine? Or some signficant piece of navigation equipment?

At a guess,

 

[Cardo]

Sorry, this is where the limited information you have given us is making it difficult to provide useful advice. What I meant when I said "a different supplier" was a different item made by someone else. I was assuming you had bought the goods direct from the people who made it, but that there could be competitors who make something different that does a similar job. Instead, I infer from your response that this is a major (possibly global) manufacturer who deals through a network of distribution agents. I also infer that this is the product you want and anything made by a competitor really wouldn't do the job for you.

Can you make our life a bit easier? Is this an engine? Or some signficant piece of navigation equipment?

Apologies, but the item is something that can be easily searched on so I'm trying to keep it reasonably vague at the moment. However, I can say it is an item that many different manufacturers make, and the one I have is manufactured by an international company and my supplier is, or was, a local distributor.
There are other models from other manufacturers that would also fit the bill.

 

[Cardo]

At a guess, ...

I would appreciate it if you could remove the word from your post.

 

[sailorman]

I would appreciate it if you could remove the word from your post.

Done
there are not that many complex items on a boat, costing that much. :encouragement:

 

[awol]

I hope it's not a ....oops!

While it may be antediluvian, snail mail with recorded delivery cannot be denied and tends to focus the recipient's mind.

 

[Cardo]

Done
there are not that many complex items on a boat, costing that much. :encouragement:

Indeed, and thanks for removing the word. I'm happy to answer the question to those who have asked by PM, but it's such a specific item that the supplier could easily find the thread if he does a casual search.

As an update, I've just had an email from the supplier with apologies and saying he will get it sorted asap.
Let's see what happens.