Kit manufacturers responsibility
Discussion
Hypothetically, of course,......... 
Should a kit manufacturer ensure that support is available to builders at least until they have completed their cars??
I'm not talking about business failure. If the manufacturer is still in business and making the same car is it fair for the builder to assume that the factory will support their build by answering continual questions and sorting out minor (of perhaps major) gripes???
After all, I bet when selling the kit their answer to the inevitable question, "But will I be able to build it?" will always be "Oh yes, you'll have no problem!"
Should a kit manufacturer ensure that support is available to builders at least until they have completed their cars??
I'm not talking about business failure. If the manufacturer is still in business and making the same car is it fair for the builder to assume that the factory will support their build by answering continual questions and sorting out minor (of perhaps major) gripes???
After all, I bet when selling the kit their answer to the inevitable question, "But will I be able to build it?" will always be "Oh yes, you'll have no problem!"
to their then technical manager John Grosvenor, but credit to them, they were always very helpful, even though the air did turn blue at times...
Arthur Jackson said:
Hypothetically, of course,.........
Should a kit manufacturer ensure that support is available to builders at least until they have completed their cars??
I'm not talking about business failure. If the manufacturer is still in business and making the same car is it fair for the builder to assume that the factory will support their build by answering continual questions and sorting out minor (of perhaps major) gripes???
Well I reckon it would be a nice thing to have guaranteed factory support. However, how much support is reasonable; just how much would a factory having sold a kit, have to support a complete numpty? There must be a presumption that the buyer of a kit has to take the responsibility for actually doing the building, and that the factory can't be held responsible for the inability of a kit purchaser to complete the build.
On one hand, if no-one has managed to complete the build; or in the event of common problems amongst builders, there might be some liability on the part of the supplier to prove that it is possible.
And on the other hand, it would seem reasonable to me that the factory could refuse further assistance to an individual who is incapable of building a buildable kit, or who is just plain unreasonable with his or her demands.
All this assumes that all the parts have been supplied and ignores any implications of commercial justification for good PR etc.
>> Edited by Paul Drawmer on Saturday 13th May 21:25
I don't think a manufacturer would last long if they gave poor support too builders, word would be out fast in these days of electronic communication for all.
I have experience of MK, they are very helpful on the phone or in person but a thriving owners club full of endless advice assistance and a web site like locostbuilders (as an MK section) means back up if anything can be that overwhelming it slows your build coz your always sat in front of PC instead of in garage.....
I have experience of MK, they are very helpful on the phone or in person but a thriving owners club full of endless advice assistance and a web site like locostbuilders (as an MK section) means back up if anything can be that overwhelming it slows your build coz your always sat in front of PC instead of in garage.....
agent006 said:
There must be some onus on them to support existing builders???
Only if it was stated in the contract when the kit was bought. Otherwise it would only be a PR decision.
I agree with agent006. If the contract was to supply a kit, then that has been satisfied. Ongoing support post sale, if it is extra to the supply contract, can only be a matter of discretion.
It sounds as if you feel that you have been let down in this respect. Without asking you to name parties, are you on your own with this, or are there other builders in the same situation?
When I built my GTM, I had good support from the factory, BUT MOST of the actual building support and knowledge came from the other owners and builders at Team GTM. In my case the other builders made it possible for me to do the job. Do you not have any other builders who can give support?
agent006 said:But that PR is, to my mind, vital. The kitcar industry isn't like many others and relies, like it or not, on a big slice of goodwill between manufacturer and customer. The successful in the field have always had this.... a marque loyalty that allows shoestring operations to get away with perhaps imperfect product. Imperfect product not through sloppiness or lack of care, but perhaps through the price constraints brought on by the economies of scale angle.
Only if it was stated in the contract when the kit was bought. Otherwise it would only be a PR decision.
Jon Ison said:
I don't think a manufacturer would last long if they gave poor support to builders, word would be out fast in these days of electronic communication for all.
Absolutely Jon. In some cases, of course, that goes both ways and it's just as easy for a manufacturer to get unwarranted criticism.....
This is why any manufacturer HAS to grasp the sh
y end of the stick and put up with bending over backwards further than the customer in any compromise situation. I think I'll stop there before I get specific......
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