whereisgibson
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Bills paid, car at least ready and all work completed. Hurray.
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Shame: RH & IR Cradock Ltd
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whereisgibson
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20/02/2021, 09:06 - Redacted: Give me a call when you arrive I’ll come fetch u from station.
20/02/2021, 09:06 - Martin: Will do, at Clapham Junction now waiting for the train
20/02/2021, 11:05 - Martin: Running on time for 11.26
20/02/2021, 09:06 - Martin: Will do, at Clapham Junction now waiting for the train
20/02/2021, 11:05 - Martin: Running on time for 11.26
whereisgibson
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Chapter 4: The Problems Begin
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Not good at all. These types of people like customers with blank cheque books.
whereisgibson
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Same day as collection:
20/02/2021, 15:28 - Martin: Hi Redacted, few observations. Bit of a scuttle on the road, but more relevant is the helicoil i think that went in to the gearbox is weeping
20/02/2021, 15:30 - Martin: IMG-20210220-WA0000.jpg (file attached)
20/02/2021, 15:30 - Martin: On closer inspection I'm not sure it is the same
20/02/2021, 15:31 - Martin: IMG-20210220-WA0001.jpg (file attached)
22/02/2021, 09:57 - Redacted: Hi Martin. I can’t quite see what you mean.
That circled looks like part of the transfer case casting. Nothing is screwed in there.
In fairness I was wrong in the source of the oil.
20/02/2021, 15:28 - Martin: Hi Redacted, few observations. Bit of a scuttle on the road, but more relevant is the helicoil i think that went in to the gearbox is weeping
20/02/2021, 15:30 - Martin: IMG-20210220-WA0000.jpg (file attached)
20/02/2021, 15:30 - Martin: On closer inspection I'm not sure it is the same
20/02/2021, 15:31 - Martin: IMG-20210220-WA0001.jpg (file attached)
22/02/2021, 09:57 - Redacted: Hi Martin. I can’t quite see what you mean.
That circled looks like part of the transfer case casting. Nothing is screwed in there.
In fairness I was wrong in the source of the oil.
whereisgibson
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28/02/2021, 16:54 - Martin: Also the rear locker isn't engaging; the original was tested?
01/03/2021, 10:10 - Martin: I did the whole drive around in circles, backwards, etc.
01/03/2021, 10:11 - Martin: If I recall a new one was fitted before checking the original, it was found to be working, original refitted, and the wiring therefore was the issue. Was the wiring not repaired?
01/03/2021, 10:51 - Redacted: IMG-20210301-WA0000.jpg (file attached)
Yes, your lockers were tested on another vehicle and we confirmed their operation. And we advised that the faults possibly lie in the wiring loom and would require stripping out to trace and diagnose the cause of the issue.
01/03/2021, 10:51 - Martin: Right so that wasn't done?
01/03/2021, 10:53 - Redacted: You didn’t confirm when I advised that was the issue to proceed with that repair process. We can do it when it’s back for the body works.
01/03/2021, 10:54 - Martin: Had I not enquired, there would have been a new one fitted for 700 or so, which still would not have worked.
01/03/2021, 10:55 - Redacted: Not so, we would have checked operation prior to handing the car back.
01/03/2021, 10:57 - Martin: Right so it's my fault that I didn't explicitly ask it to be fixed
01/03/2021, 10:57 - Martin: As an original issue brought to your attention
01/03/2021, 10:57 - Redacted: No not at all.
01/03/2021, 10:58 - Martin: And that when I asked what else it needed, and it was described as mechanically mint, that would have excluded this item
01/03/2021, 11:04 - Martin: And it was my responsibly to ask the question 'can you fix this then as you have identified it is broken', as that question was not posed to me at any point, other than it being listed on this job sheet. So a entirely new axle was put on but it felt correct to leave this broken on the basis I didn't proactively confirm that I wanted the original issue resolved.
01/03/2021, 11:07 - Martin: My view is this work was forgotten as it seems completely illogical that it would have been my intent to bring you a car with an inoperable diff, have the entire axle replaced, spend £13k getting it mechanically sound, but decide to leave it broken.
01/03/2021, 11:42 - Redacted: No worries. We’ll make sure to diagnose the issues when it comes back.
01/03/2021, 13:02 - Martin: Which is when?
02/03/2021, 09:53 - Redacted: Through the summer when the last one in the que before yours is finished.
02/03/2021, 10:16 - Martin: Earliest I can bring it back is start of April. I'm not happy going offroad with it with a broken rear diff, until after it is fixed starting in the summer.
02/03/2021, 10:20 - Redacted: No worries.
01/03/2021, 10:10 - Martin: I did the whole drive around in circles, backwards, etc.
01/03/2021, 10:11 - Martin: If I recall a new one was fitted before checking the original, it was found to be working, original refitted, and the wiring therefore was the issue. Was the wiring not repaired?
01/03/2021, 10:51 - Redacted: IMG-20210301-WA0000.jpg (file attached)
Yes, your lockers were tested on another vehicle and we confirmed their operation. And we advised that the faults possibly lie in the wiring loom and would require stripping out to trace and diagnose the cause of the issue.
01/03/2021, 10:51 - Martin: Right so that wasn't done?
01/03/2021, 10:53 - Redacted: You didn’t confirm when I advised that was the issue to proceed with that repair process. We can do it when it’s back for the body works.
01/03/2021, 10:54 - Martin: Had I not enquired, there would have been a new one fitted for 700 or so, which still would not have worked.
01/03/2021, 10:55 - Redacted: Not so, we would have checked operation prior to handing the car back.
01/03/2021, 10:57 - Martin: Right so it's my fault that I didn't explicitly ask it to be fixed
01/03/2021, 10:57 - Martin: As an original issue brought to your attention
01/03/2021, 10:57 - Redacted: No not at all.
01/03/2021, 10:58 - Martin: And that when I asked what else it needed, and it was described as mechanically mint, that would have excluded this item
01/03/2021, 11:04 - Martin: And it was my responsibly to ask the question 'can you fix this then as you have identified it is broken', as that question was not posed to me at any point, other than it being listed on this job sheet. So a entirely new axle was put on but it felt correct to leave this broken on the basis I didn't proactively confirm that I wanted the original issue resolved.
01/03/2021, 11:07 - Martin: My view is this work was forgotten as it seems completely illogical that it would have been my intent to bring you a car with an inoperable diff, have the entire axle replaced, spend £13k getting it mechanically sound, but decide to leave it broken.
01/03/2021, 11:42 - Redacted: No worries. We’ll make sure to diagnose the issues when it comes back.
01/03/2021, 13:02 - Martin: Which is when?
02/03/2021, 09:53 - Redacted: Through the summer when the last one in the que before yours is finished.
02/03/2021, 10:16 - Martin: Earliest I can bring it back is start of April. I'm not happy going offroad with it with a broken rear diff, until after it is fixed starting in the summer.
02/03/2021, 10:20 - Redacted: No worries.
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whereisgibson
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Summary so far: £13k and three months on a car with the same problem I took it in with, and throughout have been very clear in my line of questioning as to why the most expensive item on the sheet needed replacing.
The above explanation by [redacted] does not make sense to me.
Imagine the converse:
Combine this response with "OK" gestures:
This narrative by [redacted] makes clear that [redacted] knew that the diff did not operate, as they had known to have informed me, and knew also that I did not advise fixing it, therefore knowing it was surely still not locking. Had this repair been a forgotten oversight I could understand that, but let's be clear: [redacting] suggests that this was known and clear to both parties, therefore this was my fault.
I find this outrageous. The correct response, FYI to anyone running a business is "sorry, bring it back and we'll get that sorted".
The above explanation by [redacted] does not make sense to me.
- New locker installed -> "we would have checked operation prior to handing the car back" -> found a problem with wiring -> either fix it or asked me if I wanted it fixed?
- Original locker reinstalled -> known problem with wiring -> don't fix it, don't ask me if I wanted it fixed, hand it back without so much as a mention at any point
Imagine the converse:
- New locker installed -> "we would have checked operation prior to handing the car back" -> found a problem with wiring -> don't fix it, don't ask me if I wanted it fixed, hand it back without so much as a mention at any point, and presumably leave the cost of the new difflock on the bill
- Therefore, if this was not what would happen, why does using my original diff change anything? It doesn't. Yet I get this outcome less the cost of the new difflock.
Combine this response with "OK" gestures:
This narrative by [redacted] makes clear that [redacted] knew that the diff did not operate, as they had known to have informed me, and knew also that I did not advise fixing it, therefore knowing it was surely still not locking. Had this repair been a forgotten oversight I could understand that, but let's be clear: [redacting] suggests that this was known and clear to both parties, therefore this was my fault.
I find this outrageous. The correct response, FYI to anyone running a business is "sorry, bring it back and we'll get that sorted".
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Agreed, Martin - that feedback on the back diff is ridiculous - at the very least they should have pursued you regarding what action to take... and the subsequent timing response is dire customer service. See earlier comments re bodywork...
whereisgibson
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12/03/2021, 15:48 - Martin: Ac no longer working. I'll give you a bell Monday; please think of a time pre summer when these existing issues can be looked at.
12/03/2021, 16:31 - Martin: Also it really shakes at 70mph, presume no wheel balance or alignment done?
12/03/2021, 16:31 - Martin: Also it really shakes at 70mph, presume no wheel balance or alignment done?
whereisgibson
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14/03/2021, 12:11 - Martin: Just returned 20mpg on a run where I'd expect 27.
14/03/2021, 12:12 - Martin: Grinding nose coming from drivetrain.
14/03/2021, 12:13 - Martin: This car is undrivable on the motorway for any length of time with the shaking.
14/03/2021, 12:16 - Martin: So far very unimpressed with the work done and lack of due diligence in returning it to me. I am wondering if the rear diff was actually locked when I took it away.
14/03/2021, 12:17 - Redacted: Have you checked your wheel nuts lately? Wouldn’t hurt to check or get the suspension bolts checked too, as the vehicle has settled now you’ve done some miles in it Since the new components. And especially newly revolted wheels.
The wheel alignment and tracking was done. Re wheel balance- I won’t rule it out but I have never in my experience balanced or needed to balance a 4x4 wheel.
14/03/2021, 12:39 - Martin: I'll check the wheel nuts.
14/03/2021, 12:48 - Redacted: It’s not uncommon for them to fidget after re powder coating the wheels.
14/03/2021, 13:27 - Martin: Wheel nuts are fine and tight.
14/03/2021, 13:28 - Martin: I will get the wheels balanced but it won't explain the mpg and occasional grinding noise.
14/03/2021, 13:29 - Redacted: Ok. Do u want me to come collect it and we can diagnose what’s going on?
14/03/2021, 13:30 - Martin: I'll get it on some ramps tomorrow and have a good look.
To [redacted]'s credit, the first positive response to these issues.
14/03/2021, 12:12 - Martin: Grinding nose coming from drivetrain.
14/03/2021, 12:13 - Martin: This car is undrivable on the motorway for any length of time with the shaking.
14/03/2021, 12:16 - Martin: So far very unimpressed with the work done and lack of due diligence in returning it to me. I am wondering if the rear diff was actually locked when I took it away.
14/03/2021, 12:17 - Redacted: Have you checked your wheel nuts lately? Wouldn’t hurt to check or get the suspension bolts checked too, as the vehicle has settled now you’ve done some miles in it Since the new components. And especially newly revolted wheels.
The wheel alignment and tracking was done. Re wheel balance- I won’t rule it out but I have never in my experience balanced or needed to balance a 4x4 wheel.
14/03/2021, 12:39 - Martin: I'll check the wheel nuts.
14/03/2021, 12:48 - Redacted: It’s not uncommon for them to fidget after re powder coating the wheels.
14/03/2021, 13:27 - Martin: Wheel nuts are fine and tight.
14/03/2021, 13:28 - Martin: I will get the wheels balanced but it won't explain the mpg and occasional grinding noise.
14/03/2021, 13:29 - Redacted: Ok. Do u want me to come collect it and we can diagnose what’s going on?
14/03/2021, 13:30 - Martin: I'll get it on some ramps tomorrow and have a good look.
To [redacted]'s credit, the first positive response to these issues.
whereisgibson
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15/03/2021, 10:23 - Martin: IMG-20210315-WA0000.jpg (file attached)
Took off the new spare and put the old back, the wheels were off ~300g, better now but but need a longer run to confirm
15/03/2021, 10:23 - Martin: IMG-20210315-WA0001.jpg (file attached)
A leak of some sort is present
15/03/2021, 10:24 - Martin: Checked the diff which is open and not locked
15/03/2021, 10:25 - Martin: There is still a grinding / rumbling sound very occasionally that lasts a few seconds, related to a large change of direction like at a junction or so.
15/03/2021, 10:27 - Martin: I need the vehicle for most of March; I'll give it a run back into London on Wednesday and advise.
15/03/2021, 14:40 - Redacted: Ok. I can’t see clearly, but that pipe looks to be the front diff breather pipe. Is it connected to the axle, they are only pushed on a small spigot and sometimes can come off.
Took off the new spare and put the old back, the wheels were off ~300g, better now but but need a longer run to confirm
15/03/2021, 10:23 - Martin: IMG-20210315-WA0001.jpg (file attached)
A leak of some sort is present
15/03/2021, 10:24 - Martin: Checked the diff which is open and not locked
15/03/2021, 10:25 - Martin: There is still a grinding / rumbling sound very occasionally that lasts a few seconds, related to a large change of direction like at a junction or so.
15/03/2021, 10:27 - Martin: I need the vehicle for most of March; I'll give it a run back into London on Wednesday and advise.
15/03/2021, 14:40 - Redacted: Ok. I can’t see clearly, but that pipe looks to be the front diff breather pipe. Is it connected to the axle, they are only pushed on a small spigot and sometimes can come off.
whereisgibson
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25/03/2021, 12:29 - Martin: Refitted the breather
25/03/2021, 12:29 - Martin: I'd find another aircon man as he missed 3 leaks
25/03/2021, 12:29 - Martin: IMG-20210325-WA0002.jpg (file attached)
25/03/2021, 12:29 - Martin: IMG-20210325-WA0001.jpg (file attached)
25/03/2021, 12:29 - Martin: IMG-20210325-WA0003.jpg (file attached)
25/03/2021, 12:29 - Martin: I'd find another aircon man as he missed 3 leaks
25/03/2021, 12:29 - Martin: IMG-20210325-WA0002.jpg (file attached)
25/03/2021, 12:29 - Martin: IMG-20210325-WA0001.jpg (file attached)
25/03/2021, 12:29 - Martin: IMG-20210325-WA0003.jpg (file attached)
whereisgibson
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Chapter 5: The Wait
Recall these in March:
01/03/2021, 10:53 - Redacted: You didn’t confirm when I advised that was the issue to proceed with that repair process. We can do it when it’s back for the body works.
--
01/03/2021, 11:42 - Redacted: No worries. We’ll make sure to diagnose the issues when it comes back.
--
02/03/2021, 09:53 - Redacted: Through the summer when the last one in the que before yours is finished.
--
02/03/2021, 10:20 - Redacted: No worries.
It is clear that there is a return plan agreed, to address at least the diff issue, plus the £9000 bodywork due now ~July. Regardless of the offer of collection before, we already know the bodywork is now at least July and this is a previously agreed and understood date.
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whereisgibson
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I wait until July.
27/07/2021, 11:06 - Martin: Morning Redacted. What's the update on calendar for finishing R351KAF and the bodywork?
No reply.
I rang and spoke to one of the Directors at [redacted] on 30/07/2021, for 5 mins and 41 seconds. [They] advised that due to Covid and things generally being difficult, [they] were down staff. I explained that I can sympathise, having run businesses myself, but [they] need to at least look after their existing customers. I was advised that the bodywork would now be sometime in 2022 but [they'd] advise what could be accommodated wrt to mechanicals.
No follow up.
27/07/2021, 11:06 - Martin: Morning Redacted. What's the update on calendar for finishing R351KAF and the bodywork?
No reply.
I rang and spoke to one of the Directors at [redacted] on 30/07/2021, for 5 mins and 41 seconds. [They] advised that due to Covid and things generally being difficult, [they] were down staff. I explained that I can sympathise, having run businesses myself, but [they] need to at least look after their existing customers. I was advised that the bodywork would now be sometime in 2022 but [they'd] advise what could be accommodated wrt to mechanicals.
No follow up.
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whereisgibson
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I wait until August. (As it turns out I have other things in life to be doing).
20/08/2021, 09:56 - Martin: Morning Redacted. Snag list
- grinding noise on slack drivetrain
- power steering leak and poor performance
- rear diff not operational
- gearbox stiffer to use than before
- consumption appears to have suffered (getting ~380 to a tank whereas before was ~450)
- scuttle at 70, alignment was observed to be a little off
Any date Sept works, I can leave it with you two weeks but not more as it's in use at the moment. When works?
No reply.
20/08/2021, 09:56 - Martin: Morning Redacted. Snag list
- grinding noise on slack drivetrain
- power steering leak and poor performance
- rear diff not operational
- gearbox stiffer to use than before
- consumption appears to have suffered (getting ~380 to a tank whereas before was ~450)
- scuttle at 70, alignment was observed to be a little off
Any date Sept works, I can leave it with you two weeks but not more as it's in use at the moment. When works?
No reply.
whereisgibson
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Chapter 6: "our discretion" "find someone else"
31/08/2021, 12:28 - Martin: Bump. Let's get a date in the diary please. When works?
31/08/2021, 14:02 - Redacted: Hi Martin. I can try take the car in towards end sept but I cannot work to set deadline. We are working above capacity and very behind schedules at the moment so work takes as long as it takes I’m afraid and a number of the issues listed will require a reasonable amount of diagnosis work.
If you can drop the vehicle at your leisure toward the end sept we will do what we can. Kind regards.
31/08/2021, 17:35 - Martin: I would expect that the rear diff needs to come out (backlash issue potentially) and a multimeter around the loom for the actuator issue.
31/08/2021, 18:04 - Martin: I can do September, as we discussed before, or first two weeks of November as October is busy. If we agree November I do need to know that it will be done, so please plan for it as this allows two months prior notice. Otherwise I can drop it this weekend but I do need it back 25th.
31/08/2021, 19:28 - Redacted: As I said I cannot commit to a deadline at the moment…. And my workload takes us 15months in advance at the moment so any other work is fitted in at our discretion. I’m sorry I cannot be any more help but if you find someone else in the mean time that’s no worries.
31/08/2021, 20:30 - Martin: I can find someone else but it would be a poor reflection on [redacted] that I've had to do so... which I've already had to do for the aircon. I've been trying to address this since March and I've agreed twice to the dates put forward (end of summer, September). So work with me here and let's find a window of a few weeks as I can't just leave it indefinitely.
No reply.
"our discretion"
"if you find someone else in the mean time that’s no worries"
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whereisgibson
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[for sake of completeness, on 04/09/2021 I had an unrelated issue with the starter sticking on, reached out for help as it was smoking, no reply].
whereisgibson
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September.
I tried to ring and speak to one of the Directors at [redacted] on 11/09/2021. Not answered.
12/09/2021, 12:34 - Martin: IMG-20210912-WA0003.jpg (file attached)
I'm annoyed. I paid you 13k to fix this car which had a power steering leak, no aircon, and no working rear difflock You return it with the same problems, tried knocking me for a new rear difflock, plus added grinding noises coming from the replacement diff, and tell me to wait until the summer so you can fix what you left unfinished. Now that time has come and gone, you've taken more work on instead, and now fixing the work your did is apparently at your "discretion". You aren't doing me a favour, I'm trying to get what I paid you a rather considerable amount of money to do finished. I've tried to be reasonable and work with you on dates and you keep fobbing me off. So here I am, 13k lighter, addressing the original problems I brought to you in December of last year.
13/09/2021, 21:13 - Martin: IMG-20210913-WA0004.jpg (file attached)
Too much green grease injected inside so the slip yoke couldn't slip and the yokes were reassembled out of phase. Took it for a spin with the cdl on and rear shaft off, and this definitely contributed to the vibrations. Refitted now @88nm, in phase, excess grease removed. Will see how it is at 70mph.
No reply.
I tried to ring and speak to one of the Directors at [redacted] on 11/09/2021. Not answered.
12/09/2021, 12:34 - Martin: IMG-20210912-WA0003.jpg (file attached)
I'm annoyed. I paid you 13k to fix this car which had a power steering leak, no aircon, and no working rear difflock You return it with the same problems, tried knocking me for a new rear difflock, plus added grinding noises coming from the replacement diff, and tell me to wait until the summer so you can fix what you left unfinished. Now that time has come and gone, you've taken more work on instead, and now fixing the work your did is apparently at your "discretion". You aren't doing me a favour, I'm trying to get what I paid you a rather considerable amount of money to do finished. I've tried to be reasonable and work with you on dates and you keep fobbing me off. So here I am, 13k lighter, addressing the original problems I brought to you in December of last year.
13/09/2021, 21:13 - Martin: IMG-20210913-WA0004.jpg (file attached)
Too much green grease injected inside so the slip yoke couldn't slip and the yokes were reassembled out of phase. Took it for a spin with the cdl on and rear shaft off, and this definitely contributed to the vibrations. Refitted now @88nm, in phase, excess grease removed. Will see how it is at 70mph.
No reply.
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whereisgibson
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November.
09/11/2021, 15:07 - Martin: Hi Redacted, what is your proposal for addressing the remaining mechanical work, plus the bodywork, that we agreed to embark on this time last year?
No reply.
09/11/2021, 15:07 - Martin: Hi Redacted, what is your proposal for addressing the remaining mechanical work, plus the bodywork, that we agreed to embark on this time last year?
No reply.
whereisgibson
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Chapter 7: End
So there you have it. I'm 13k into a car and I've probably been too reasonable in trying to maintain any chance of getting my desired outcome. Instead I am left with this experience and a strong sense of injustice.
I'm left to deal with the same problems I had before, plus money poured into a truck that's been abandoned half way through a restoration.
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