TD5 Manifold fix lasts 30kms

[Roverlord off road spares]

I got an email from a customer who had an exhaust shop replace the manifold gasket with one of my stud and gaskets kits. He emailed me to let me know that the exhaust shop charged a lot of labour and after 30 kms it is broken again, he was letting me know in case I had any other bothers from other customers.
Firstly, I doubt it is the studs and nuts supplied, I have a suspicion the exhaust shop didn't check to see if the manifold was warped and refitted it and this has caused a failure.
It seems it is always the first thing customers do is to blame the product instead of Why did it fail?:(

[mools]

So the customer is always wrong then.

[Blknight.aus]

being in the business where I get to tell my customers things like that and doing it as a hobby to the point where I get to pick and choose my customers.

My profesional customers are often so wrong that there are days when I've had to go and get their heirachy to conduct additional training so they dont screw up the simple things... (fuel/battery isolators and is it in neutral) but my hobby customers no, they are usually fairly well on the money with problems they have and just need the confidence and support to fix it themselves.

customers that want to be my customers that arent allowed to be my customers by my choice.

Yes, they are usually wrong. Thats why they arent my customers.

[DeanoH]

.........................................., I have a suspicion the exhaust shop didn't check to see if the manifold was warped and refitted it and this has caused a failure.


Seems the most obvious reason for failure, though under/over tightening the studs/nuts, drilling out broken of studs, wrong tightening sequence or, as you say, not running a straight edge over the manifold ie. basically poor workmanship is the most likely cause of failure.

Is it unfair to suggest mechanics for mechanicing and exhaust pipe fitters for exhaust pipe fitting ? :)


Deano :)

[rangietragic]

Did they cut or drill the webs or just bolt it back on:confused:

[Roverlord off road spares]

Did they cut or drill the webs or just bolt it back on:confused:
Wouldn't have a clue, haven't heard back from customer. Trouble is with supply only of parts you have no control over the end users mechanical ability.
I had a customer complaint on a starter motor on a disco 1 v8, it was very powerful and quick to fit job, but said it lasted 2 days and went bang.It exploded!, when I got it back you could plainly see marks on the housing where only one retaining nut had been fitted and wear on the hole. I was very evident that only one bolt was used and it wasn't done up fully.
He was interstate and stranded. I foolishly replaced it at my cost. You learn:mad:

[Roverlord off road spares]

So the customer is always wrong then.
I don't know about that, but had a customer trying to tell me that a fuel filter on a td5 was wrongly supplied and he was stuck in his driveway and unable to drive his disco. After calming him down, I had to explain that the water sensor on his disco was part of his car and not supplied with the filter and that he needed to unplug it from his old fuel filter and refit it to the new one. He's now a regular.:cool:

[mools]

No, I'm sorry my comment was a bit harsh and a bit tounge in cheek.

I can appreciate that as a supplier your in a tricky position and figure you may often have little to no personal contact with the customer. In the original example, in the customers eyes, your an easier target than the mechanic with which they may have a relationship. I won't go into what I think about the majority of so called mechanics I have delt with :mad:

The example you give below shows that if in addition to the supply of the part you can give some customer service / product support (although possibly above and beyond a suppliers remitt) then you form a relationship. A business, as you seem fully aware, is built on good relationships.

Even if the customer is always wrong if you can help them get it right it's win win.

Putting myself in your shoes I can appreciate your frustration. But on the flip side many such queries are opportunities to form a good relationship and get repeat custom.

Sounds like you know what your doing so good on ya.

Ian.

[Roverlord off road spares]

Customer emailed me to say exhaust shop did not check the manifold and manifold is warped