A

AntDB74

Member
So.....Not really sure on protocol here since they "sponsor" this forum however the service I have received Emmotts in my opinion is disgusting.

I bought a timing chain cover from them which comes with the oil pump etc. My old one had a crack in it and was leaking oil everywhere...(that in itself is another story!)

I had it delivered to a reputable indy on the South Coast whom I have utmost respect for and have seen good things said about them on here. They fit it for me and the oil pump will not prime...So they now need to remove it (drop the sump radiator out etc etc) not a small job and try to swap the oil pump over for my old one.

Naturally i'm a bit miffed as the labour is now going to be several hundred pounds. Emmotts are refusing to refund me any money unless I return the part to them and let them test it. I was told "everything goes through computer diagnostics before its removed from a vehicle"

So how long has it been on the shelf? Has something seized.

I don't see why I need to send a part back at my expense when it does not work and wait for them to refund or replace. All the time my vehicle is off the road.

When i told the girl that this was as helpful as a chocolate teapot she hung up on me!!

The honorable thing is surely to issue a refund?

Instead they have annoyed a customer. Well done!
 
So you expect a free part to be sent out on your say so? I'm sure they would need to see the part so they can refund it. Who says if the part has been fitted correctly? I don't know of many places who would send out a replacement part without having the old one back first.
 
Sirus said:
So you expect a free part to be sent out on your say so? I'm sure they would need to see the part so they can refund it. Who says if the part has been fitted correctly? I don't know of many places who would send out a replacement part without having the old one back first.
Click to expand...

I would have thought that they would take the word of a leading land rover specialist surely?

I expect a refund for a faulty part. The fact that it was sent out not working has cost me in excess of 300 pounds in labour.
 
AntDB74 said:
I would have thought that they would take the word of a leading land rover specialist surely?

I expect a refund for a faulty part. The fact that it was sent out not working has cost me in excess of 300 pounds in labour.
Click to expand...

If they had ordered it possibly. As its you that they are dealing with then no.
 
AntDB74 said:
What does it matter who paid for the part. It was sold as working, it doesn't. The person who bought it is irrelevant
Click to expand...

The contracts with you not the garage. So its your word they would have to take not a garage they deal with on a regular basis who would have history with them.
 
Sirus said:
The contracts with you not the garage. So its your word they would have to take not a garage they deal with on a regular basis who would have history with them.
Click to expand...

They didn't even ask to speak to the garage. They told me it would have "been on computer diagnostics" So you are telling me the timing chain cover and oil pump would have shown as being defective on computer diags? I asked her how long it had sat on the shelf and all she said was it would have been tested. Its a perfectly normal question to ask considering its an oil pump not pressurising isn't it?

No apology for the money they have cost me for a garage to put the part on to start with, spend half a day trying to get oil pressure up and then having to strip it all off again.

If you deal in 2nd had tested parts, they need to be just that, tested. The cost to me is considerably more than the £100 spent on that part.

Customer service at its very worst in my opinion. A refund should have been offered.

So I send the part back, what do they do, spend a day fitting it to a vehicle to prove it doesn't work? I doubt that they bother!
 
AntDB74 said:
What does it matter who paid for the part.
Click to expand...

It does matter.

To use an analogy.

I run an IT department supporting some 400 staff and 8000 students. If one of our hairdressing students buys some memory for a laptop from a supplier and then complains it doesn't work when fitted, would the supplier be expected to post a replacement out FOC without first checking the previously supplied part? No.

However, if I phone one of my regular suppliers and order the memory on behalf of the student, I fit it and *I* discover it's faulty, then the supplier would take my word for it and post a replacement out FOC.

If the student buys it and *says* "IT have looked at it and they say it's faulty" then the supplier only has their word for it and can't be expected to post one out first.

So in your case, had your Indy purchased it, I would expect an advanced replacement to be sent out. But they can't take your word for it because they don't know you. You might be fine, but I'm sure others would try it on...

IMHO of course - and I've never dealt with Emmotts so can't speak from experience :)

Nik
 
AntDB74 said:
What does it matter who paid for the part. It was sold as working, it doesn't. The person who bought it is irrelevant
Click to expand...

Used oiI pumps need priming before they are fitted if they have been sat around a bit. The bloke fitting it should have known that. A little STP or gear oil in it before fitting would have sorted that out. Don't blame Emmotts because your mechanic is incompetent.
 
NikTheGeek said:
It does matter.

To use an analogy.

I run an IT department supporting some 400 staff and 8000 students. If one of our hairdressing students buys some memory for a laptop from a supplier and then complains it doesn't work when fitted, would the supplier be expected to post a replacement out FOC without first checking the previously supplied part? No.

However, if I phone one of my regular suppliers and order the memory on behalf of the student, I fit it and *I* discover it's faulty, then the supplier would take my word for it and post a replacement out FOC.

If the student buys it and *says* "IT have looked at it and they say it's faulty" then the supplier only has their word for it and can't be expected to post one out first.

So in your case, had your Indy purchased it, I would expect an advanced replacement to be sent out. But they can't take your word for it because they don't know you. You might be fine, but I'm sure others would try it on...

IMHO of course - and I've never dealt with Emmotts so can't speak from experience :)

Nik
Click to expand...


Nik,

The point here is that Emmotts claim is that it was tested by computer diagnostics. How is that even relevant if sat on a shelf?

More to the point the girl did not offer to speak to any of her techies to check the issue or offer to call the garage.

If in a customer service role you have a complaint you are not equipped to deal with you escalate it, no?

I bought the part from them as they are supposedly a reputable second hand parts dealer. I would have thought they had a way of escalating these matters internally.

What they are suggesting would result in my vehicle being off the road for at least another week.
 
wammers said:
Used oiI pumps need priming before they are fitted if they have been sat around a bit. The bloke fitting it should have known that. A little STP or gear oil in it before fitting would have sorted that out. Don't blame Emmotts because your mechanic is incompetent.
Click to expand...

It was soaked and primed before fitting. If you wish to call my mechanic incompetent I will give you his phone number!
 
one should always immerse an oil pump in oil, (new or s/h), and prime it to know it works before fitting, so a little error from all directions.
 
freelance said:
one should always immerse an oil pump in oil, (new or s/h), and prime it to know it works before fitting, so a little error from all directions.
Click to expand...

It was immersed prior to fitting.

The car is with a highly regarded Land Rover specialist......
 
Soloby Rob said:
Why did you not let your specialist supply the part??
Click to expand...

It was a land rover only part so my option was £800+ new or £100 used.

The point here is the service received upon informing them it did not work.

Emmotts have a good reputation for parts on here so I used them, that's why the service from them now is not what I expected
 
I would suggest you get your mechanic to speak with Emmotts. If he has a trading history with them they may come to an agreement.
The deal i have with my mechanic is if he sources parts he's responsible for them. If i supply them, he will fit them but on my head - seems perfectly normal to me.
I run a furniture manufacturing company & we have a good reputation for customer service but we do validate any reports of damaged product BEFORE sending any replacements out......too many folks out there are out for a freebie unfortunately.
 
AntDB74 said:
So.....Not really sure on protocol here since they "sponsor" this forum however the service I have received Emmotts in my opinion is disgusting.

I bought a timing chain cover from them which comes with the oil pump etc. My old one had a crack in it and was leaking oil everywhere...(that in itself is another story!)

I had it delivered to a reputable indy on the South Coast whom I have utmost respect for and have seen good things said about them on here. They fit it for me and the oil pump will not prime...So they now need to remove it (drop the sump radiator out etc etc) not a small job and try to swap the oil pump over for my old one.

Naturally i'm a bit miffed as the labour is now going to be several hundred pounds. Emmotts are refusing to refund me any money unless I return the part to them and let them test it. I was told "everything goes through computer diagnostics before its removed from a vehicle"

So how long has it been on the shelf? Has something seized.

I don't see why I need to send a part back at my expense when it does not work and wait for them to refund or replace. All the time my vehicle is off the road.

When i told the girl that this was as helpful as a chocolate teapot she hung up on me!!

The honorable thing is surely to issue a refund?

Instead they have annoyed a customer. Well done!
Click to expand...
if emmots can check the part why did the garage not do that before fitting ??
 
martynv8 said:
I would suggest you get your mechanic to speak with Emmotts. If he has a trading history with them they may come to an agreement.
The deal i have with my mechanic is if he sources parts he's responsible for them. If i supply them, he will fit them but on my head - seems perfectly normal to me.
I run a furniture manufacturing company & we have a good reputation for customer service but we do validate any reports of damaged product BEFORE sending any replacements out......too many folks out there are out for a freebie unfortunately.
Click to expand...

I supplied it so yes on my head. He tried three of his suppliers in the South East, none of them had one in stock so I called Emmotts.

If you run a furniture manufacturing company I doubt you instruct the person who answers the phone that if they cannot deal with a complain to hang up on the customer do you? Surely you instruct them to escalate.

This is the service issue I speak of!
 
AntDB74 said:
It was soaked and primed before fitting. If you wish to call my mechanic incompetent I will give you his phone number!
Click to expand...

No you do it for me. If he immersed it and turned it and it was not pumping why did he fit it? Only someone with half a brain would fit a second hand oil pump of unknown quantity anyway. Without checking it's internals first. A new pump would have been the way to go.
 
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