Any reason why you didn't use an authorized Bilstein workshop in NSW like Sydney Suspension or Sydney Shock Absorbers to do the job initially? Did you originally live in VIC?
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Any reason why you didn't use an authorized Bilstein workshop in NSW like Sydney Suspension or Sydney Shock Absorbers to do the job initially? Did you originally live in VIC?
I agree with Macca, issues happen all over the place but it is how those issues are attended to an rectified that shows up a quality establishment.
I tried to use sydney suspension. Didn't answer emails. Called them and the rep was rude, had no time for me. Fine, took my peso's elsewhere.Quote:
Originally Posted by mechatron
Had heard good things about Quadrant, their website was promising, and the rep polite and helpful.
Ah well I dunno. Lots of posts above by folk who haven't experienced Bilstein and "Quadrant". Those who think back to when I prepped the sleeper in the original build of VE would know that I was ok with Quadrant. In reality those that know how quick my car is on the circuit and mountains (happy to challenge all with this suspension setup) - I can validate Bilstein is still good - despite Quadrant and every other Bilstein provider in Australia having to compromise and build to VE specs. THE TRUE ISSUE IS WITH BILSTEIN NOT MAKING COILOVERS FOR VE COMMODORES...
They have asked that I box the struts for shipping, and they will have them collected from my home, returned to them for refurbishment, and returned to me at their cost.
Am i missing something? Why dont they just provide new ones to you and not refurb existing ones? I must be missing what they do.
Great result, at least your not fighting it! Cudos to them....
I think they may actually do that, and keep the failed unit in house. It's probably worth a lot more for them to use as a training example for current and future employees. Although the original strut was supplied as a new OEM unit, so would be in a known good condition vs. a second hand unit.Quote:
Originally Posted by Radikl
The thing that concerns me the most about this is the fact that there was clearly no protocol in place to validate the work done. We're not talking about a weld that visually looked ok but lacked the proper penetration to give it strength.
From the response the business in question seems to be making all the right noises. Lets just hope they walk the walk.
That's a real shame. I used them and they did an awesome job upgrading & installing my suspension (Bilstein B8s, King springs, bushes, Whiteline sway bars etc). I even went to Sydney Suspension about 5-6 times before upgrading my suspension and they were always willing to help since I really wanted to make sure that I got the height and ride quality that I was after the first time around.Quote:
Originally Posted by smash69
I've been to plenty of workshops (mechanics, tuners, car audio experts) in the past that have been terrible to deal with over the phone, however once you visit them in person and show that you're serious they usually have all the time in the world for you...,like they're a totally different person...but some people are just really shit at talking on the phone
I understand what you are saying.Quote:
Originally Posted by mechatron
Believe me, I would have preferred to use a workshop closer to home, however being on the central coast, even sydney is nearly an hour each way. I don't mind traveling for quality work, but they gave a terrible first impression.
I've had limited dealings with Quadrant as I got my H&R coilovers from there and have emailed them a couple of times with questions. In my experience they seem very professional (always respond to emails quickly for example) and I would think the manager I've generally dealt with would be genuinely horrified that they went out like that and they will do their best to rectify the situation.
Going by the posted pics the tubes weren't prepped properly, they're close to 6mm wall and should have had at least a 3mm chamfer on each part before welding, looks like about 30 amps maybe and very little to no gas....Quote:
Originally Posted by C4B
A critical part like this "should" have been welded by a professional and would never have been done the way it has been, one of the earlier posts goes off on a tangent saying how good Quadrant are and what a great job they received, NOT in this case.
They want to see the product 1st, standard practice.Quote:
Originally Posted by Radikl
30A if you are lucky. I reckon a better result would have been to wrap the wire around the strut and paint it. Quality control is the big concern. More so than the poor weld. Good to hear they are positive about making the job right. Fixing mistakes with a professional approach separates a good business from a great one.Quote:
Originally Posted by IJ.
Haven't read the entire thread, though whoever welded the socket to the tower had absolutely no penetration!:(
Maybe ok for exhaust work? Thinking a change in profession for that operator would be the go.
bit of a pity to see this - paranoia over having to cut and shut the struts was the reason I was iffy about getting the Quadrant Bilstein combo for mine. I still got it though, and so far so good.
Unfortunately there is almost no variety for quality suspension setups for pre-VE.
Yep, and EXACTLY the reason bloodlusting "name and shame" mentality shouldn't be supported.Quote:
Originally Posted by macca_779
The response from the workshop is actually very good. It's what used to be called customer service. Unfortunately nowadays customer service usually means attempting to blame you first, refuse to accept any responsibility and then abuse you afterwards. They stuffed up, they apologised seemingly genuinely and are trying to move forward. Perfect.
Won't comment on the original weld as I am not a welder, but chances are like he said that person is no longer under their employ.
Said welder should've heeded his/her girlfriend's advice ;)Quote:
Originally Posted by Micks
Yep no peno not a good fooker!! :lol:Quote:
Originally Posted by XUV
Update -
Well, the struts are on the way back to Quadrant as of yesterday.
I must say, the rep I'm dealing with has been in constant contact with me throughout this process. I'm getting updates on freight, and absolutely everything has been organized by them.
So far they really are trying to make this right and I can't fault the service
More contact with Quadrant today. They received the struts, and are sincerely disappointed with the work that was sent out. Will be replacing the inserts and totally re doing the job using trusted fabricator.
Again, I am quite impressed with their response to this.
Good to hear. I was planning on getting some work done by them. My confidence has been restored.:goodjob:
Update -
Received the struts back last Friday. Quadrant replaced the inserts with new items, new collars new lock nuts etc. Only thing reused was my strut housings which I am happy with as they were new units supplied by me.
The quality of the finished product is now first class. The welding is clearly superior to the original supplied on both units. Quadrant covered everything including freight from me in NSW to them in VIC and return.
I also received a letter from a gentleman that I assume to be the owner apologizing for the quality of the failed unit, and basically stating that product quality is important to them and will certainly be undergoing more scrutiny in the future.
This looks to be an isolated incident.
Overall I am very pleased with their response to this. Continuous contact and updates provided to me, sincere apology, and genuine embarrassment over the failure.
No it shouldn't have happened in the first place, however their response and actions have been outstanding in return.
I will honestly have no hesitation in still recommending Quadrant to others if they ask.
http://i1062.photobucket.com/albums/...523_190247.jpg
Great result
Maybe try and stick this result on the first page so people know its sorted and not get the wrong impression
Yes, I was wondering how to go about something like that.Quote:
Originally Posted by offshore
My concern was that some would just read the first post and no further.
I stand by my original post, however it would be a shame if they did not get the credit for making it right.
Maybe an admin can advise?
I have edited title for youQuote:
Originally Posted by smash69
Great out come mate. To me that speaks volumes about the business, they didn't shy away or try to make you go away. They owned the mistake and made good on it. That is what customer service is all about. Sadly something that is lacking in many shops these days.
Yea they did well and its sad that today we expect the worst and are happy with a result like this but this should just be a normal response from all businesses
In my albeit reasonably limited dealings with Quadrant (where I got my H&R coilovers from) such a good outcome is exactly what I would have expected. They seem very professional!! :goodjob:
Good result in the end. No bird shit weld, Enjoy!:)
Great outcome. Its good to see in this day and age a company taking responsibility for their work and rectify it without question. Even from the sounds your post they have accepted liability which is HUGE considering the growing type of public out there ready to jump on the oportunity to sue and screw them over rather then accept their resolution as you obviously have
Yes, they accepted responsibility without question after they received the returned struts, perhaps tentatively even as early as they first saw the pics.Quote:
Originally Posted by Toddler78
Mistakes happen, and they have stated that they now have steps in place to ensure it NEVER happens again.
That's all I can ask really, along with fixing my parts.
It looks like they have done right
I just wonder how this would have "been resolved" if the failure had happened mid corner at speed
Stu
Good to hear they not only came good but did so from the start without you having to chase. They would get my business if they treated people like that even after the failure. Don't think they will let quality faults like that happen again.
I'd buy from them again - it's rare to see a business in the automotive industry who takes responsibility for things - too many of them try to blame shift.
Very good to hear such good customer service or complaints/catastrophe management. It seems unusual these days and it's good to see.
However, I have got to question the quality control and risk assessments of the manufacturing line if such a dangerous error can get through their processes and end up on someone's car. This thread could conceivably had a different story that may have included injury or worse.
True, but unfortunately stuff happens in life when humans are involved. It does appear to be a rare occurance for this company, and their response dealing with it appears first rate.Quote:
Originally Posted by CalaisBoy
Cars have faults, planes crash, boats sink etc etc. Having it NEVER happen is, unfortunately, unrealistic.
FWIW - my H&R coilovers from Quadrant have been on for nearing the 60,000km they recommend for checking/servicing them and for the last little while I'd noticed a small problem with one of my fronts. put my original FE2 front struts (which had only done 11km LOL) back in because at the moment Chev is very busy. I took them in and as suspected one did have a small issue.
All fixed now with Quadrant's usual exemplary customer service thanks!! :thumbsup:
I had similar issues with bilsteins installed from Quadrant. knocking!!