Ken (and the list),
I may have spoken too soon (on some counts)...
First of all, I agree that typically we voice opinions about vendors
when we have a bad experience as opposed to a good one. However, the
examples I cited (BPNW and I said "other vendors", I think there was
recent post about Rimmers sending out a NOS boot cover to replace a bad
one they initially sent) were examples of good experiences with other
vendors than TRF. You (Ken that is) have just provided two examples of
good experiences with TRF. I appreciate this.
I was basing my concerns on two main epxeriences I had:
- I recently bought a hood release cable from TRF and found that it was
assembled 90 degrees out. I called the TRF support line and spoke with a
lady who knew nothing about the part and merely kept repeating that I
sent back the old one they would send the right one. I have since found
that other listers who have bought this cable have the same problem (the
pull handle is supposed to mount vertically in the car, not horizontally
like the new cables force upon you). I got kind of frustrateed withthis
person cause they weren't very knowledgeable.
- Now this fuel pump kit. I had stayed away from calling the support
line thinking I would get another clerical as opposed to technical
person (no offense to any clerks out there). So I posted to the list in
frustration.
I did however call the support line at your suggestion. Well this time I
spoke with fellow named Dave who imedaitely knew what I was talking
about with the diaphragm. He said they have been made like this for 12
years and although TRF had tried to persuade the manufacturer to change,
they were unwilling/unable to do so. Dave said that the noise I am
hearing from my new diaphragm (not present with my old diaphragm) is not
indicative of any probelm and the spring will seat fine even with the
wrong size metal plate.
I also casually mentioned to Dave about the hood release cable and once
again he instantly knew of what I spoke. Same story, manufacturer
refuses to make them properly.
Anyway, the moral (for me) is that I got a bad draw when I called the
support line the first time. Dave was able to (indirectly) convince me
that TRF is not the bad guy and I am now no longer angry at them. I will
try the bad diaphragm again and see if the noise will eventually go
away. Although I still wish I had the correct diaphragm, it seems unless
I make my own that will not happen from any source, TRF or otherwise.
So, once again, thanks for listening...
Peter Zaborski
76 TR6 (CF58310 UO)
Calgary AB Canada
PS. I still like TRF, in case that is not clear from the above.
> -----Original Message-----
> From: Ken Streeter [SMTP:streeter@sanders.com]
> Sent: Monday, September 29, 1997 10:53 AM
> To: Peter Zaborski
> Cc: 'TR6 List'
> Subject: Re: tr6 fuel pump
>
> Peter Zaborski wrote:
>
> > When I hear stories of BPNW and other vendors immediately
> > sending correct parts when a defect is reported it makes me
> > wonder about TRF's seemingly hard line approach to these
> > matters. I have never heard of TRF immediately sending out
> > the correct part. This is especially odd in light of their
> > constant pleas for us to support their company (and only
> > their company) since they are the only ones who truly
> > support our cars.
>
> Peter,
>
> I wish you the best with getting your diaphragm problem
> fixed. I don't have any specifics that relate to your problem.
>
> However, you brought up more general concerns with TRF and
> their return / defective parts policy. I think that the
> reason that you haven't heard many good stories is that what
> happens is people generally tend to voice the bad experiences,
> but not the good ones. In that light, I'll describe the two
> cases in which I've had to exercise TRF's return / defective
> parts policy.
>
> 1) I bought a spin-on filter adapter in the spring of 1995.
> Before I installed it, I noticed that there was a flaw in
> the casting on one of the mating surfaces. I was concerned
> about this, so I called up their customer support line, and
> explained the problem. They said that they would UPS a
> replacement to me right away, and that I should send the
> defective one back to them at their expense. Other crises
> came up in my life that day, and I didn't get around to
> sending the bad spin-on adapter back until two days later.
> That same day, when I got home, the replacement arrived. In
> my mind, excellent customer service from TRF.
>
> 2) I bought a complete stainless steel exhaust kit, including
> hangars, etc., from TRF in October of 1994, with the intent
> of replacing my marginal exhaust. However, due to a variety
> of factors, I didn't get around to starting to install it
> until March of this year (1997). When I went through the kit,
> I found that one of the exhaust clamps was missing. Oh, great,
> I thought, here it is 30 months after I receive the parts, and
> I realize that I am missing a piece. I called up the TRF
> customer support line, explained the situation, and two days
> later had the missing exhaust clamp. In my mind, excellent
> customer service from TRF once again. (It turns out that I
> never did actually get around to installing the SS exhaust and
> it's still in my garage, but that's another story...)
>
> My suggestion is that if you have an issue relating to
> customer service, that you call the customer service line
> to TRF. You'll get a person on that line whose job is
> to ensure customer satisfaction. The people at the order
> desk are trained to take orders -- for best service with
> resolving a dispute, call the customer service line.
> (814-446-4495)
>
> --ken
> A satisfied TRF customer
> '70 & '74 TR6 Daily Drivers
>
> --
> Kenneth B. Streeter | EMAIL: streeter@sanders.com
> Sanders, PTP2-A001 |
> PO Box 868 | Voice: (603) 885-9604
> Nashua, NH 03061 | Fax: (603) 885-0631
|