Poor Customer Service





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  1. #1
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    Default Poor Customer Service

    Fellow Landy Owners,

    I write today with a heavy heart.

    On Thursday I dropped off my beloved Defender with a member of this forum, a Landy specialist, for some work involving the installation of my rear seats in the 90.

    The original discussions had been based on the following:
    • 2 days would be needed for the work (drop off Wednesday evening, collection on Saturday morning).
    • Center silencer would be replaced for R1200 with a free flow silencer.
    • The 4 seats would be installed in the standard Landy configuration (facing into the middle of the car) for R1500.


    I dropped off the car and the specialist presented me with some alternative options regarding the installation of the seats. We would look at mounting the seats at the rear of the car facing towards the front with a plywood drawer system underneath it. The drawer would be varnished and sealed to protect it against liquids. The drawer would cost me about R1000 or so.

    On Thursday I was in contact with the person and things looked positive. The exhaust was in and working it's magic on the TD5 turbo lag as expected.
    On Friday the person placed the order for the drawer, this was received apparently late on Friday. I phoned late on Friday to find out if the car would be ready. It wouldn't be.
    The specialist asked for an extension to Saturday midday. Fair enough, these delays can happen.

    On Saturday my dad and I were in the area around midday and we phoned to find out if the vehicle was ready. It wasn't.
    We went through to discuss things with the specialist.

    Whilst there, I was informed that there had been delays. From the photos I had been sent on Friday there was no real change to the drawer system. It was built but unsealed.
    The specialist raised a valid point that it would be better to fit the seats near the front seats facing backwards as this would be safer and easier to get into. I agreed to this change.
    We also agreed to then mount the stabilizer bars in the car to be used as tie downs etc. The specialist needed to fit a brace bar to support the rear of the seat uprights which I agreed to.

    At this point I confirmed several things:
    1. The drawer system would be sealed as agreed and finished as agreed.
    2. The vehicle would be ready for collection Sunday afternoon by 15:00.


    I went through on Sunday to collect the vehicle. Disappointed with the finishing and general presentation of the final product I paid the invoice and collected my vehicle so I could think about things.
    I had a chance on Monday to inspect the vehicle properly and the problems are as follows:
    1. The drawer system was not sealed.
    2. Where the mounting of the stabiliser bar was mounted there was a random hole drilled through the floor of my car on the wheel arch.
    3. The welds on the braces of the support bar were razor sharp and I have some minor cuts from them.
    4. There was evidence of the black spray paint used on the front of the drawer system on my rubber matting which suggests that either the unit was sprayed in the car or was put in wet and dripped paint. From the consistency of the paint on the mat I would say it was sprayed in the vehicle.



    This morning I phoned the specialist in order to discuss these problems. I was given a list of excuses as to why the work was not up to standard.
    I was accused of being unreasonable in my expectations and continuously moving goalposts. (I'll agree we made some changes to the original plan as described above but every single one was agreed to and so was the new deadline).

    I was instructed to bring the vehicle back to him (a 60km round trip) and give him 2 more days to sort the work out. I would be billed R500 for the sealing of the drawer.

    I was not interested in this as this is my daily vehicle and I cannot lose it for 2 more days and potentially more as the original Saturday deadline with the original plan was never met, my expectations were that a new deadline would not be met either.

    I was told the hole drilled in error could just be plugged. It should never have been drilled there so just telling me it would be plugged is actually not acceptable. The body work on my 90 is essentially pristine until this unplanned hole.

    After advising the specialist I was not interested in further work on the car being performed by him and that I would like to discuss a partial refund only on the drawer system (I was prepared to accept razor sharp welds, the random hole, that I had to clean a lot of metal shavings out of my car and that the exhaust was perfect).

    I was told I was an unreasonable customer and if I thought I was getting a refund of R1000 for the drawer I could get F**cked. Sadly I am quoting here.
    I advised the specialist that if this was the attitude I was treated with I would have to post it on the forums. They slammed the phone down. Not once had I raised my voice or used foul language. The same cannot be said for this person.

    Here are the pictures of the finished product I was presented with....

    The side next to the seats: Note the lack of sealing and generally rough finish.

    Click image for larger version. 

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    The straight on view. This is after I've cleaned up a bit. Note the silver bolt highlighted in red. That's the random hole I quickly plugged. There is a shiny line under the front of the drawer that would be the paint.


    Click image for larger version. 

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    I'd like people to comment on what they think of this situation.

    I have for now held back the name of this specialist. However, they were highly recommended to me and are often recommended on this forum.
    As such, I'd like to know what people think of this.

    I will be fixing this poor quality work on my own now.
    Attached Images Attached Images  

  2. #2
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    Default Re: Poor Customer Service

    Quote Originally Posted by DustyRich View Post
    Fellow Landy Owners,

    I write today with a heavy heart.

    On Thursday I dropped off my beloved Defender with a member of this forum, a Landy specialist, for some work involving the installation of my rear seats in the 90.

    The original discussions had been based on the following:
    • 2 days would be needed for the work (drop off Wednesday evening, collection on Saturday morning).
    • Center silencer would be replaced for R1200 with a free flow silencer.
    • The 4 seats would be installed in the standard Landy configuration (facing into the middle of the car) for R1500.


    I dropped off the car and the specialist presented me with some alternative options regarding the installation of the seats. We would look at mounting the seats at the rear of the car facing towards the front with a plywood drawer system underneath it. The drawer would be varnished and sealed to protect it against liquids. The drawer would cost me about R1000 or so.

    On Thursday I was in contact with the person and things looked positive. The exhaust was in and working it's magic on the TD5 turbo lag as expected.
    On Friday the person placed the order for the drawer, this was received apparently late on Friday. I phoned late on Friday to find out if the car would be ready. It wouldn't be.
    The specialist asked for an extension to Saturday midday. Fair enough, these delays can happen.

    On Saturday my dad and I were in the area around midday and we phoned to find out if the vehicle was ready. It wasn't.
    We went through to discuss things with the specialist.

    Whilst there, I was informed that there had been delays. From the photos I had been sent on Friday there was no real change to the drawer system. It was built but unsealed.
    The specialist raised a valid point that it would be better to fit the seats near the front seats facing backwards as this would be safer and easier to get into. I agreed to this change.
    We also agreed to then mount the stabilizer bars in the car to be used as tie downs etc. The specialist needed to fit a brace bar to support the rear of the seat uprights which I agreed to.

    At this point I confirmed several things:
    1. The drawer system would be sealed as agreed and finished as agreed.
    2. The vehicle would be ready for collection Sunday afternoon by 15:00.


    I went through on Sunday to collect the vehicle. Disappointed with the finishing and general presentation of the final product I paid the invoice and collected my vehicle so I could think about things.
    I had a chance on Monday to inspect the vehicle properly and the problems are as follows:
    1. The drawer system was not sealed.
    2. Where the mounting of the stabiliser bar was mounted there was a random hole drilled through the floor of my car on the wheel arch.
    3. The welds on the braces of the support bar were razor sharp and I have some minor cuts from them.
    4. There was evidence of the black spray paint used on the front of the drawer system on my rubber matting which suggests that either the unit was sprayed in the car or was put in wet and dripped paint. From the consistency of the paint on the mat I would say it was sprayed in the vehicle.



    This morning I phoned the specialist in order to discuss these problems. I was given a list of excuses as to why the work was not up to standard.
    I was accused of being unreasonable in my expectations and continuously moving goalposts. (I'll agree we made some changes to the original plan as described above but every single one was agreed to and so was the new deadline).

    I was instructed to bring the vehicle back to him (a 60km round trip) and give him 2 more days to sort the work out. I would be billed R500 for the sealing of the drawer.

    I was not interested in this as this is my daily vehicle and I cannot lose it for 2 more days and potentially more as the original Saturday deadline with the original plan was never met, my expectations were that a new deadline would not be met either.

    I was told the hole drilled in error could just be plugged. It should never have been drilled there so just telling me it would be plugged is actually not acceptable. The body work on my 90 is essentially pristine until this unplanned hole.

    After advising the specialist I was not interested in further work on the car being performed by him and that I would like to discuss a partial refund only on the drawer system (I was prepared to accept razor sharp welds, the random hole, that I had to clean a lot of metal shavings out of my car and that the exhaust was perfect).

    I was told I was an unreasonable customer and if I thought I was getting a refund of R1000 for the drawer I could get F**cked. Sadly I am quoting here.
    I advised the specialist that if this was the attitude I was treated with I would have to post it on the forums. They slammed the phone down. Not once had I raised my voice or used foul language. The same cannot be said for this person.

    Here are the pictures of the finished product I was presented with....

    The side next to the seats: Note the lack of sealing and generally rough finish.

    Click image for larger version. 

Name:	DSC_1269.jpg 
Views:	860 
Size:	207.7 KB 
ID:	531266

    The straight on view. This is after I've cleaned up a bit. Note the silver bolt highlighted in red. That's the random hole I quickly plugged. There is a shiny line under the front of the drawer that would be the paint.


    Click image for larger version. 

Name:	_20190618_091254.jpg 
Views:	812 
Size:	295.7 KB 
ID:	531267


    I'd like people to comment on what they think of this situation.

    I have for now held back the name of this specialist. However, they were highly recommended to me and are often recommended on this forum.
    As such, I'd like to know what people think of this.

    I will be fixing this poor quality work on my own now.
    Poor customer service is generally deplorable and outright annoying.

    Out of curiosity, what is the exact "specialization" of this specialist? That could also play some role in final quality of work.

  3. #3
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    Default Re: Poor Customer Service

    That looks like a dogs arsehole.

    A grade 10 woodworker would do better. The drawer system doesn't even fit between the wheel arches properly. And that is shutter ply @ R400 per length, 2.1mx1.2m.
    2012 Jeep Sahara Unlimited 3.6 V6
    Percivamus

  4. #4
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    Default Re: Poor Customer Service

    @byaru1 I was advised the specialist does standard maintenance work and customization work. This was from the person themself.

    @jelo I fully agree. Apparently the cost of the materials for that drawer was R1000 alone and I was advised he could present me with the slip if I wanted. I do not see how R1000 was spent on material there. The quality of the work is just poor. I mean rough cuts and not one screw even countersunk!

  5. #5
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    Default Re: Poor Customer Service

    Quote Originally Posted by jelo View Post

    A grade 10 woodworker would do better.
    A certain member of parliament clad in a red overall comes to mind, I'm sure he would also have done a better job!

    OP - that's a shocking final result, no way can the word 'specialist' come anywhere near that level of workmanship.
    Last edited by Dewald Posthumus; 2019/06/18 at 10:03 AM.

  6. #6
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    Default Re: Poor Customer Service

    Does anyone know if forum rules prevent the revealing of this person's name and company name?

    If it does, please PM and I shall happily share it to prevent people making the same mistake I did and trusting their vehicle with this person

  7. #7
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    Default Re: Poor Customer Service

    Quote Originally Posted by DustyRich View Post
    Does anyone know if forum rules prevent the revealing of this person's name and company name?

    If it does, please PM and I shall happily share it to prevent people making the same mistake I did and trusting their vehicle with this person
    I think the forum rules determine that you should normally give a right to reply. But if you feel it is in the forum's interests to post, go for it.

    I hope it isn't one of the usual people. Send him a link to this thread and inform him you intend naming if he doesn't reply and/or rectify.
    2012 Jeep Sahara Unlimited 3.6 V6
    Percivamus

  8. #8
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    Default Re: Poor Customer Service

    Quote Originally Posted by DustyRich View Post
    Does anyone know if forum rules prevent the revealing of this person's name and company name?

    If it does, please PM and I shall happily share it to prevent people making the same mistake I did and trusting their vehicle with this person
    I dont know why they would set rules in place for that. In this world if you do something bad you should bare the consequences .

    I would almost go as far as to say that this guy is a scammer/shyster .

    Post his name and business so that no one goes there expecting a "specialist".
    Last edited by Niela; 2019/06/18 at 10:15 AM.
    1996 300tdi Defender 110

    AND HE IS HERE TO DO SOME BUSINESS WITH A BIG IRON ON HIS HIP

  9. #9
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    Default Re: Poor Customer Service

    Who ever it was has no pride in his workmanship, looking at your Landy you take a lot of pride in ownership of it, pity he does not think the same about your vehicle or his workmanship, the only unreasonable person is the "Special ARSE sit who expects you to accept his shoddy workmanship
    Last edited by meh; 2019/06/18 at 11:44 AM.
    Audi A6 Avant Quattro V6 tdi ( Sold )
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  10. #10
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    Default Re: Poor Customer Service

    Quote Originally Posted by Niela View Post
    I dont know why they would set rules in place for that. In this world if you do something bad you should bare the consequences .

    I would almost go as far as to say that this guy is a scammer/shyster .

    Post his name and business so that no one goes there expecting a "specialist".

    I did advise him that should we not reach a fair solution involving a refund then I would be posting it on this forum.

    It was at this point that I was sworn at.

    I do feel it is in the best interests of the forum and therefore here is that information.

    Click image for larger version. 

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    Should moderators feel this is somehow not in line with the rules of the forum please advise.

  11. #11
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    Default Re: Poor Customer Service

    Ag no not him again.

    I have somebody in Pretoria that is a Landy indie AND he is proficient in woodwork.........
    2012 Jeep Sahara Unlimited 3.6 V6
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  12. #12
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    Default Re: Poor Customer Service

    I am a specialist and I have a Charter from my professional body. I would suggest that if anyone deals with a ''specialist'' that they try and establish some form of certification or qualification in respect of the work to be carried out.

    This of course, does not distract from the quality of the work carried out in this instance but Caveat Emptor comes to mind. Unfortunately, every industry has its self proclaimed specialists, the barriers to entry are just too low, non-existent or not enforced
    There is no such thing as inclement weather, only poor selection of clothing.... or Vehicle

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  13. #13
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    Default Re: Poor Customer Service

    Quote Originally Posted by jelo View Post
    Ag no not him again.

    I have somebody in Pretoria that is a Landy indie AND he is proficient in woodwork.........

    I wish I had known beforehand .

    I will tackle this revamp myself as I am now like R2000 out of pocket for really shoddy work if you include the bad welds etc.

    Oh and one other thing... I was quoted R1200 for the freeflow and billed R2100. The reason given was that the parts price had increased and he wasn't aware of it.

  14. #14
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    Default Re: Poor Customer Service

    Quote Originally Posted by Estee View Post
    I am a specialist and I have a Charter from my professional body. I would suggest that if anyone deals with a ''specialist'' that they try and establish some form of certification or qualification in respect of the work to be carried out.

    This of course, does not distract from the quality of the work carried out in this instance but Caveat Emptor comes to mind. Unfortunately, every industry has its self proclaimed specialists, the barriers to entry are just too low, non-existent or not enforced

    Agreed.

    I hope this thread generates enough views to raise awareness and prevent those on the forum from trusting him with their vehicles.

  15. #15
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    Default Re: Poor Customer Service

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  16. #16
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    Default Re: Poor Customer Service

    That end result is completely hilarious!! Did someone really step back at the end of the day and think there we go, thats a great job.

    You really should not have taken delivery of that piece of shite. That was 'built' with scrap lying around the workshop
    2004 Nissan Patrol 4.8
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  17. #17
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    Default Re: Poor Customer Service

    Jeeze that is shocker!

    That puts the K into ###!

    Sorry for your situation but this is unacceptable. I cannot see how that can be deemed saleable.
    1997 Discovery 1 300tdi - Pussy Galore
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  18. #18
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    Default Re: Poor Customer Service

    Quote Originally Posted by Estee View Post
    I am a specialist and I have a Charter from my professional body. I would suggest that if anyone deals with a ''specialist'' that they try and establish some form of certification or qualification in respect of the work to be carried out.

    This of course, does not distract from the quality of the work carried out in this instance but Caveat Emptor comes to mind. Unfortunately, every industry has its self proclaimed specialists, the barriers to entry are just too low, non-existent or not enforced
    indeed

    real specialists need to re-certify with a proper body to stay proficient in their trade

    I'm a certified pre-sales architect on HPE products, I need to pass onerous exams every year.
    I'm also a certified beer judge and I needed to pass a hectic set of multiple choice and written exams.

    other guys just call themselves specialists
    2012 Jeep Sahara Unlimited 3.6 V6
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  19. #19
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    Default Re: Poor Customer Service

    Eish!
    1998 Daihatsu Rocky 'The Kitty'
    2002 Daihatsu Rocky 'The Bully'

  20. #20
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    Default Re: Poor Customer Service

    Additionally I sent the link to this thread to him and I saw him reading it (at the bottom of the thread where it tells you who is viewing).

    Clearly he didn't reply.

    Shows how much time he has for customers....

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