Wheels - a cautionary tale
Discussion
Back in February this year I decided to change the wheels on my Wedge. I finally decided on some rims that were as close to the original O.Z. Racing design as possible – 3 piece wheels with 5 spokes. I made a 350 mile round trip to visit the company that makes them, looked at some examples, and placed the order there and then, paying in full the total cost of £1,700. All of the dimensions were confirmed in writing. Delivery was estimated at 4-6 weeks. The wheels arrived after a month, but sadly all was not well. There were a couple of obvious flaws in the paintwork on the spokes, the supposedly polished rims on all 4 wheels looked like they had been finished with a coarse abrasive (visible with the naked eye at 10 feet), and most worryingly, one of the dimensions was wrong. The wheels sat 5mm further out than I had specified, and this was a crucial dimension to get right, as the clearances in the arch are tight.
![](http://thumbsnap.com/sc/CRECZLWu.jpg[/img]</a> <a href="http://thumbsnap.com/KZMrIECs" Target="_blank">[img]http://thumbsnap.com/sc/KZMrIECs.jpg[/img]</a> <a href="http://thumbsnap.com/TbCOEyyg" Target="_blank">[img]http://thumbsnap.com/sc/TbCOEyyg.jpg)
After a brief discussion, the manufacturer agreed to send a courier to collect the wheels. A few days later, the results of their investigation were:
1. The paint fault should have been spotted and should be repainted.
2. The rims were not as highly polished as they could be, and although there was some waffle about the hand-applied coating dulling the finish (which I expected and accepted), they agreed to re-polish to a higher standard.
3. They initially tried to baffle me with some technical stuff about flange widths etc., but finally confirmed that my own measurements were correct, i.e. that the dimension which was specified to be 140mm was actually 135mm.
I should have realised that things would not go well when I really had to persuade them not to cancel the order at that stage, merely because I had the audacity to question their build quality and finishing. Anyway, they agreed to rectify the paint and polishing problems, and rebuild the wheels with a new rim which would give the correct dimension. I was promised both verbally and in writing that the wheels would be with me before Easter. Having heard nothing from them for a couple of weeks, I got in touch to confirm the exact delivery date. Only then was I told that the wheels were not ready, and would be ready at some undefined time after Easter. They were obviously not going to voluntarily tell me about this delay.
What happened next is something that I still can’t quite believe. I sent a polite email expressing my extreme disappointment at the further delay, and hoping that the finished wheels would be worth the extra wait. The response from the owner of the company was quite amazing: “I do not need or want to wait for your approval of the wheels I will refund your money.” A few days later my account was re-credited with the full cost.
The company is now left with a set of wheels which are no good to anyone else, unless they break them down and incorporate the parts into another customers order (although the centres – bore, pcd etc. are unique to TVR and a few older Mercs, so using them elsewhere seems unlikely). And all because an ego got in the way of professionalism, and somehow the normal customer / supplier relationship was completely reversed.
I know of at least 2 other Wedges using this company’s wheels, which are all bespoke and made to order – in my case costing £420 each plus delivery, so these are far from a cheap product, particularly as the size I bought was quite modest (8 ½” x 16”). So if any TVR owner is contemplating doing business with this company, I can only suggest that the utmost care is taken not to upset the owner, and accept any deficiencies in the finished product without question, otherwise you could be in for an unpleasant surprise.
After a brief discussion, the manufacturer agreed to send a courier to collect the wheels. A few days later, the results of their investigation were:
1. The paint fault should have been spotted and should be repainted.
2. The rims were not as highly polished as they could be, and although there was some waffle about the hand-applied coating dulling the finish (which I expected and accepted), they agreed to re-polish to a higher standard.
3. They initially tried to baffle me with some technical stuff about flange widths etc., but finally confirmed that my own measurements were correct, i.e. that the dimension which was specified to be 140mm was actually 135mm.
I should have realised that things would not go well when I really had to persuade them not to cancel the order at that stage, merely because I had the audacity to question their build quality and finishing. Anyway, they agreed to rectify the paint and polishing problems, and rebuild the wheels with a new rim which would give the correct dimension. I was promised both verbally and in writing that the wheels would be with me before Easter. Having heard nothing from them for a couple of weeks, I got in touch to confirm the exact delivery date. Only then was I told that the wheels were not ready, and would be ready at some undefined time after Easter. They were obviously not going to voluntarily tell me about this delay.
What happened next is something that I still can’t quite believe. I sent a polite email expressing my extreme disappointment at the further delay, and hoping that the finished wheels would be worth the extra wait. The response from the owner of the company was quite amazing: “I do not need or want to wait for your approval of the wheels I will refund your money.” A few days later my account was re-credited with the full cost.
The company is now left with a set of wheels which are no good to anyone else, unless they break them down and incorporate the parts into another customers order (although the centres – bore, pcd etc. are unique to TVR and a few older Mercs, so using them elsewhere seems unlikely). And all because an ego got in the way of professionalism, and somehow the normal customer / supplier relationship was completely reversed.
I know of at least 2 other Wedges using this company’s wheels, which are all bespoke and made to order – in my case costing £420 each plus delivery, so these are far from a cheap product, particularly as the size I bought was quite modest (8 ½” x 16”). So if any TVR owner is contemplating doing business with this company, I can only suggest that the utmost care is taken not to upset the owner, and accept any deficiencies in the finished product without question, otherwise you could be in for an unpleasant surprise.
Sorry to hear of your woes. I guess that the company may have an 
NO name and shame please 
It reminds me of a quote from Victor Gauntlet which went along the lines: we ask our suppliers to provide specialist parts in very low quantities and can't afford to pay much. Then when they are delivered we reject 90% on quality grounds but isn't it nice to deal with Aston Martin?
NO name and shame please It reminds me of a quote from Victor Gauntlet which went along the lines: we ask our suppliers to provide specialist parts in very low quantities and can't afford to pay much. Then when they are delivered we reject 90% on quality grounds but isn't it nice to deal with Aston Martin?
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