Very Poor Customer Service
Discussion
Feeling very disgruntled today. Past dealings with our TVR supplier community have usually been pretty good for service,enthusiasm, product knowledge and "can do" attitude. Today however I've just had a very disappointing experience.
The TPS on my Griff started behaving erratically and I ordered a replacement from one of our well known parts suppliers. As many of you know the OEM TPS is no longer available and most compatibles I have seen are sourced from Colvin - sourced directly they cost about £60. To my disappointment theTVR spares supplier I approached wanted around three times that amount for the standard Colvin package (TPS + plate + connector). Wanting to support the TVR supplier community I reluctantly agreed to purchase said TPS at the inflated price. I fitted it this morning and went through the setup process to dial in ~0.3V at closed throttle only to find the pot was showing open circuit (wiper to earth) and no wiper voltage was present below 50% throttle. I powered up the car and it wasn't at all responsive and Rover Gauge as expected threw up TPS error and TPS low throttle error. I de-installed the TPS and tested with a meter off the car which showed the pot would scale linear-ish from 0 to 6K ohms then go open circuit for the remaining 50% of its sweep (that's the closed throttle position).
I phoned the TVR supplier who had a telesales lady handling the phone. She referred my problem to someone in her vicinty and conveyed the message to me to send it back to them and they would send it on to" their supplier" for testing. As this sounded like a very long process I asked if they could accelerate this process and affirm the fault upon receipt of my package (2 minutes with a meter) and send me a replacement asap without having to wait for their supplier to receive, test and then respond. The answer was, after discussion over her shoulder, conveyed by said lady as NO - even though I have a car off the road and I have paid rather a lot of money for a relatively cheap product that is defective and I've wasted a morning discovering that fact and I have to pay for recorded delivery back to them.
It's depressing when I've mad many purchases from this company however my customer track record doesn't appear to count for much to them.
Am I being unreasonable in my expectations? I understand we aren't dealing with John Lewis here but all the same surely I can expect better than this.........
The TPS on my Griff started behaving erratically and I ordered a replacement from one of our well known parts suppliers. As many of you know the OEM TPS is no longer available and most compatibles I have seen are sourced from Colvin - sourced directly they cost about £60. To my disappointment theTVR spares supplier I approached wanted around three times that amount for the standard Colvin package (TPS + plate + connector). Wanting to support the TVR supplier community I reluctantly agreed to purchase said TPS at the inflated price. I fitted it this morning and went through the setup process to dial in ~0.3V at closed throttle only to find the pot was showing open circuit (wiper to earth) and no wiper voltage was present below 50% throttle. I powered up the car and it wasn't at all responsive and Rover Gauge as expected threw up TPS error and TPS low throttle error. I de-installed the TPS and tested with a meter off the car which showed the pot would scale linear-ish from 0 to 6K ohms then go open circuit for the remaining 50% of its sweep (that's the closed throttle position).
I phoned the TVR supplier who had a telesales lady handling the phone. She referred my problem to someone in her vicinty and conveyed the message to me to send it back to them and they would send it on to" their supplier" for testing. As this sounded like a very long process I asked if they could accelerate this process and affirm the fault upon receipt of my package (2 minutes with a meter) and send me a replacement asap without having to wait for their supplier to receive, test and then respond. The answer was, after discussion over her shoulder, conveyed by said lady as NO - even though I have a car off the road and I have paid rather a lot of money for a relatively cheap product that is defective and I've wasted a morning discovering that fact and I have to pay for recorded delivery back to them.
It's depressing when I've mad many purchases from this company however my customer track record doesn't appear to count for much to them.
Am I being unreasonable in my expectations? I understand we aren't dealing with John Lewis here but all the same surely I can expect better than this.........
I think i'd ask to talk to the horses mouth so to speak.
You are not being unreasonable at all, if you have tested the part surely someone with technical knowledge will agree with you, a quick test such as you have already undertaken will confirm they the supplier have a problem with this part. Hopefully a one off and simply send you a replacement that day!
My car is my daily at the moment, I'd be mentioning loss of income or something.
Your weekend has been ruined etc etc.
It is indeed a bad service.
Trying to balance things maybe they suspect your car at fault but again a simple test on arrival of your duff part will surely confirm it's the part that's clearly not working.
Simple really in most parts operations you'd think.
You are not being unreasonable at all, if you have tested the part surely someone with technical knowledge will agree with you, a quick test such as you have already undertaken will confirm they the supplier have a problem with this part. Hopefully a one off and simply send you a replacement that day!
My car is my daily at the moment, I'd be mentioning loss of income or something.
Your weekend has been ruined etc etc.
It is indeed a bad service.
Trying to balance things maybe they suspect your car at fault but again a simple test on arrival of your duff part will surely confirm it's the part that's clearly not working.
Simple really in most parts operations you'd think.
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