 Check out the bookstore at IRBS.com |
|
|
|
|||||
|
||||||
From: Jeff Laws (no email)
Date: Tue Aug 03 1999 - 11:37:23 EDT
Hi Dan and the List
I was the one who posted the request for assistance with the Australian
Winch Company and wow, did it start something! They were not very happy with
my posting and I had a letter from the Managing Director expressing their
displeasure. The frustrating part was that although I was having difficulty
to get them to respond, they were at the same time trying VERY HARD to do
their best to assist me. The problem seems to be that they get so much email
that they just do not have time to respond in the timeframes that people
such as me (in high tech industries) are used to. (If I do not answer email
on the same day the world comes to an end :-)).
I had ordered 4 sets of self tailing jaws, one upper jaw was broken but the
rest were for spares, using the part numbers from their web pages. After
waiting 2 weeks for them to ship and 3 weeks for airmail delivery (Canada
Post says this is normal!) I received the jaws and realising they were not
what I needed, I sent further emails and found out that: there are seven
different versions of the winches, the parts on their web pages are the most
popular, my parts were not the most popular. They sent me drawings of the
type I had received and the type I wanted and then they got to work to
produce give me a one off, bronze cast, machined and plated replacement for
the broken top jaw as the original moulds were no longer available. I found
this to be simply amazing service and would have broadcast it to the list
but they did not tell me about this until three weeks after my original
complaint when I finally went to the list for assistance.
This left me feeling that I had been too impatient and insensitive in my
choice of wording in the post, and so I continued to communicate directly
with them, to try to patch up our relationship and resolve my problem .
Today I am happy to have received the following email from them.
Jeff,
Your chrome plated bronze #27 top jaws will be mailed tomorrow by Insured
AirMail.
Unfortunately, we are unable to provide you with the bottom jaws for your
winches, wether plastic or chrome.
If we receive sufficient enquiries for those jaws, we will arrange to have
the parts made available in the future.
When you receive the new parts, please return the plastic jaws we have send
in error.
We have charged you US$46.00 for one set of the plastic jaws - the price of
the chromed top jaw is US$55.00 per unit. In order not to rattle some more
jagged nerves, we will call it quits.
Hope this is to your expectation and take it easy :-)
Best regards -Bruno
What can I say! How many companies do you know that would have gone that
much out of the way to handle a customers needs? Not many that I know of! I
will keep the list appraised when I receive and install the upper jaws.
Since we are on vacation in 2 weeks, and it takes 3 weeks by airmail the
upper jaws will not be installed until we return at the end of August.
Jeff
Jeffrey and Diane Laws. VE3VFQ
Perce Neige, Kingston 35, PH Cutter
Mimico Cruising Club,
Toronto, ON. Canada
- Non sine pulvere palmae -
-----Original Message-----
From: [mailto:]
Sent: July 30, 1999 4:13 PM
To:
Subject: lv-ab: Australian Winch Co.
A week or two ago, someone from the list was having trouble with the
Australian
Winch Company. SInce they are the only company that still carries Barient
WIch
handles ( at least the only one I can find), I have to order through them.
Please let me know if the problem ahs been resolved, and if anyone knows of
another source for barient Winch handles, please let me know.
Thanks,
Dan
s/v Smiling Skull
___________________________________________________________________________
|| The Live-Aboard List : send a "subscribe" or "unsubscribe" request ||
|| in body of message to: ||
___________________________________________________________________________
|| The Live-Aboard List : send a "subscribe" or "unsubscribe" request ||
|| in body of message to: ||
|