STAY AWAY from ALCAN SPRING!!!!!!!!
- Thread starter alaskacreeker
- Start date
southpier
Expedition Leader
BIGdaddy
Expedition Leader
I respectfully disagree.
I think this particular thread is a good example of why the expo forum exists: To bring up sometimes contentious topics in order to disseminate information or bring ones experiences to as many people as possible, as related to overland/expedition travel.
Sure, internet trolls abound, but his side of the story is one of unmet expectations with a well-known product.
He's bringing that info to those who would likely use this company.
He's stuck around, provided all the info that his OP lacked, and has tempered his original flare of anger with a civil discourse about what HE might have done wrong to cause the issue.
I don't take issue with it at all. Hoping for a positive outcome here.
David Harris
Expedition Leader
Reread the posts. He told ALCAN from the beginning that they were for a motorhome. It's ALCAN that needs to understand GVW and communicate what they need to the owner. If I go and buy a set of custom springs how am I going to know what info to give to them if they don't tell me? I'm hiring them to do that for me. If the springs they send me don't do what their supposed to then they should fix them. The OP paid to ship the springs back to ALCAN, and then even offered to pay to have them shipped again if they would fix them. Sounds more than reasonable to me. Instead it seems like they just used the missing RMA as an excuse to keep the springs and the guys money.
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I Leak Oil
Expedition Leader
Does anyone know for sure that Alcan was given all the correct data to begin with? Perhaps there is nothing to fix based on all the info that was given to them to build these springs? Don't know, don't have a dog in this fight either. Just a question.
Seems like there should be more to it.
Seems like there should be more to it.
BBslider001
Diesel Head
This is good, non-emotional, and level headed thinking. I wish there were more of it around. I have nothing else to add as I think all has been said by others that needed to be said.
dwh
Tail-End Charlie
Alcan are the pros - not the guy on the other end of the phone.
If THEY failed to get the necessary information to do the job right, then it's their fault.
The customer cannot be expected to be a spring expert and know what info to provide.
RMA is for a product returned under warranty, and the company pays the shipping.
So you get an RMA first, thereby proving that the company has agreed to pay the shipping.
In this case, the customer paid the return shipping, so Alcan claiming that they are not going to help him because he didn't get an RMA is nothing more than corporate attitude, screw the little guy, BS.
They took the money. They failed to supply the right product. Nothing else matters. They should make it right.
And yea, I agree that the title of this thread is over the top and should be changed to something a little less reactionary.
If THEY failed to get the necessary information to do the job right, then it's their fault.
The customer cannot be expected to be a spring expert and know what info to provide.
RMA is for a product returned under warranty, and the company pays the shipping.
So you get an RMA first, thereby proving that the company has agreed to pay the shipping.
In this case, the customer paid the return shipping, so Alcan claiming that they are not going to help him because he didn't get an RMA is nothing more than corporate attitude, screw the little guy, BS.
They took the money. They failed to supply the right product. Nothing else matters. They should make it right.
And yea, I agree that the title of this thread is over the top and should be changed to something a little less reactionary.
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DreamingOfExpeditions
Adventurer
Alaskacreeker - I want to help you. Who did you talk to (I don't need names) but what was their level? I see you emailed but did you talk to some one? A quick perusal of Alcan's website shows Bill Ford owner. Call him direct. Use facts only. Ask him FIRST THIS QUESTION "Can you help me?". Explain your mistake, of sending without calling. Then give him the facts, you ordered X, they supplied Y, you gave them Z info, etc. Ask him what went wrong, how it gets resolved.
I never talk to someone wh can only say no. After I ask if they can help, I ask if they are capable of resolving it. If they in anyway indicate they can only say no, I ask for some one who can say yes. I keep asking until I get someone. I NEVER EMAIL.
I once replaced a pump on my dishwasher. The replacement from factory direct came with a bent rotor. It leaked all over. My first call was answered with "we can send you a replacement for 14.95 shipping and handling".
I asked " can you authorize free shipping".
"No sir, I have to get my manager".
"Can I speak directly to them. I need your help on this one". Pause.
"Hi sir how may I help you"
I explained. The original part was bent. Not my fault. My dishwasher is apart. I don't understand how I should pay to resend a part for the part that was incorrect. He sent it overnight.
Facts, no emotion. By asking right off the bat if they can help you, later when you really need something and ask "can you help me with this, people will be subconsciously compelled to honor their previous commitment to help you. By getting someone who can say yes you can get resolution not blocked.
The owners name is right on the website. I'd start there. Never deal with lackeys.
I never talk to someone wh can only say no. After I ask if they can help, I ask if they are capable of resolving it. If they in anyway indicate they can only say no, I ask for some one who can say yes. I keep asking until I get someone. I NEVER EMAIL.
I once replaced a pump on my dishwasher. The replacement from factory direct came with a bent rotor. It leaked all over. My first call was answered with "we can send you a replacement for 14.95 shipping and handling".
I asked " can you authorize free shipping".
"No sir, I have to get my manager".
"Can I speak directly to them. I need your help on this one". Pause.
"Hi sir how may I help you"
I explained. The original part was bent. Not my fault. My dishwasher is apart. I don't understand how I should pay to resend a part for the part that was incorrect. He sent it overnight.
Facts, no emotion. By asking right off the bat if they can help you, later when you really need something and ask "can you help me with this, people will be subconsciously compelled to honor their previous commitment to help you. By getting someone who can say yes you can get resolution not blocked.
The owners name is right on the website. I'd start there. Never deal with lackeys.
I Leak Oil
Expedition Leader
What if the info they were given wasn't correct even though they asked all the right questions? They can't be responsible for that.
This should have been left as one person's experience with a company and that would have served it's purpose. Instead it's turned into a "let me get my pitch fork" thread. Just another internet thread....
redaddiction
Observer
Sorry but deleting a thread serves no merit, companies make mistakes and it is fine for those issues to be documented. If the OP decides to bash the company with no reason that would be different.
southpier
Expedition Leader
southpier
Expedition Leader
that's why it's important to follow up every call with an email to multiple recipients. less likely to be quashed.
DreamingOfExpeditions
Adventurer
Hey I stand by my point, maybe there's a better word, but the message is still there. There's three types of people in business. Gate keepers, influencers and decision makers. Only the later can say yes. The former two can only say no. It's not personal, just business.
David Harris
Expedition Leader
This is what my dad used to call a "famous quote."
alaskacreeker
New member
In response to DreamingofExpeditions: I have only talked to the owner (Bill) the entire time I've been trying to resolve this. I would love to speak to someone else that might be able to fix the springs (make them work like they are supposed to) and then I'd even pay the shipping, but apparently Bill is the decision maker and the only person I've been able to talk to. In short, I didn't call first (that's all he keeps telling me) and he won't do anything at all for me, not even make the springs right (unless I pay $300 to fix them).