Has anyone else had problems like this?
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Safari Snorkel on 98 Discovery
Moderator: Micka
Safari Snorkel on 98 Discovery
I just had a snorkel fitted to my 98 Disco. The Safari installation instructions clearly say where to cut the rubber hose that fits between the manifold and temp sensor, but it seems to be too short. The hose keeps pulling/vibrating off, and has split on the inner radius of the bend.
Has anyone else had problems like this?
Has anyone else had problems like this?
'98 Discovery V8
Be vewy vewy quiet...
I'm hunting cats :-)
Be vewy vewy quiet...
I'm hunting cats :-)
Thumbs down for after sales service
This is a copy of the e-mail I sent to my local ARB rep, ARB Australia and Safari. As you can see I'm not happy with my local ARB outlet.
Mark,
As you are aware, I recently had a couple of jobs carried out at your Suburban 4WD workshop, on my '98 V8 Discovery. One of these jobs was the installation of a Safari snorkel. After picking my vehicle up from your workshop and arriving home, I noticed that the rubber duct between the air temperature sensor and the intake manifold had come off at the temp sensor end.
Your operating hours meant that I would not have been able to return the vehicle in time for repairs by Suburban 4WD. I therefore attempted to re-attach the duct myself. During this process, I discovered that the duct, although having been cut to the manufacturer's specification, seemed too short. To make things worse, the clamp fitted by your staff would not tighten sufficiently to hold the hose. As a result, I purchased another clamp and carried out temporary repairs. When I returned the vehicle to your workshop to have the job corrected, I was informed that ARB would not fix the problem because I had carried out emergency repairs.
To date, all discussions with you have failed to resolve the problem to my satisfaction. I feel that your offer to share the cost of a replacement duct is a token gesture. Had the job been carried out correctly in the first place, I would not have found myself in a position of having to carry out repairs myself. Placing blame on the manufacturer's instructions, in relation to cutting the duct, is an issue between you and Safari. As a customer, I paid your business, Suburban 4WD, money to have a specific job carried out. At the end of the day, I did not receive what I had paid for. My disappointment is made worse by the fact that I selected your workshop, not based on price, but rather on the impression that your business, proudly displaying the ARB logo, would provide excellent back-up and customer service.
The other work which was done at the same time, was the installation of a dual battery system. Having booked my vehicle in, weeks in advance, I was told the whole job would take only 1 day unless something went drastically wrong. My vehicle was with you for 2 full days, enough time I'm told, to do both jobs 3 times over, yet you still managed to botch the job.
On top of the this problem I have issues with the quality of workmanship from your workshop. I had mentioned these to you, for you to consider along with the duct problem, but they seemed to get brushed aside. For your benefit I will list them again;
* The hose clamp that was to hold the rubber duct onto the intake temp sensor was damaged and would not fully tighten.
* The coil was repositioned in such a manner that the air filter could not be accessed. i.e.:- the catch wouldn't open because the coil was in the way.
* The coil was bolted on top of the wheel arch with a wiring loom stuck between the 2 surfaces.
* I was told I would have to relocate the car jack. Unfortunately the hook and pile (velcro) tape and bracket that previously held it in place was found next to the wiring loom, under the coil bracket, with a newly drilled hole through it.
* The positive lead from the new auxiliary battery was positioned where it stopped the air cleaner from being opened. The same as with the coil except on the diagonally opposite corner.
* There are 2 rubber blanking grommets in the bottom of the air cleaner, that block holes of approximately 20mm diameter. One of these had not been fitted, thus leaving a 20mm hole at a point lower than that of the original intake. Why have a snorkel?
* A small diameter breather hose that normally runs between the air cleaner and the engine was was not fitted to the air cleaner, but found tucked away under the washer tank.
These may seem like trivial things, but the reason I was willing to pay $1371.00 was to get a professional job done on my vehicle. I consider these problems to be extremely unprofessional.
Considering my interest in 4WDing, I feel obligated to inform other 4WD owners of my experience with Suburban 4WD N.S.W. A process I have already started.
It has been my intention for some time now, to have a bullbar and winch fitted to my vehicle. You need not concern yourself with this however, I will be purchasing them from TJM.
Mark, I feel you have done your business and the ARB name a serious disservice. If you have any questions or concerns over this matter, please do not hesitate in contacting me.
Regards,
Barry.
Mark,
As you are aware, I recently had a couple of jobs carried out at your Suburban 4WD workshop, on my '98 V8 Discovery. One of these jobs was the installation of a Safari snorkel. After picking my vehicle up from your workshop and arriving home, I noticed that the rubber duct between the air temperature sensor and the intake manifold had come off at the temp sensor end.
Your operating hours meant that I would not have been able to return the vehicle in time for repairs by Suburban 4WD. I therefore attempted to re-attach the duct myself. During this process, I discovered that the duct, although having been cut to the manufacturer's specification, seemed too short. To make things worse, the clamp fitted by your staff would not tighten sufficiently to hold the hose. As a result, I purchased another clamp and carried out temporary repairs. When I returned the vehicle to your workshop to have the job corrected, I was informed that ARB would not fix the problem because I had carried out emergency repairs.
To date, all discussions with you have failed to resolve the problem to my satisfaction. I feel that your offer to share the cost of a replacement duct is a token gesture. Had the job been carried out correctly in the first place, I would not have found myself in a position of having to carry out repairs myself. Placing blame on the manufacturer's instructions, in relation to cutting the duct, is an issue between you and Safari. As a customer, I paid your business, Suburban 4WD, money to have a specific job carried out. At the end of the day, I did not receive what I had paid for. My disappointment is made worse by the fact that I selected your workshop, not based on price, but rather on the impression that your business, proudly displaying the ARB logo, would provide excellent back-up and customer service.
The other work which was done at the same time, was the installation of a dual battery system. Having booked my vehicle in, weeks in advance, I was told the whole job would take only 1 day unless something went drastically wrong. My vehicle was with you for 2 full days, enough time I'm told, to do both jobs 3 times over, yet you still managed to botch the job.
On top of the this problem I have issues with the quality of workmanship from your workshop. I had mentioned these to you, for you to consider along with the duct problem, but they seemed to get brushed aside. For your benefit I will list them again;
* The hose clamp that was to hold the rubber duct onto the intake temp sensor was damaged and would not fully tighten.
* The coil was repositioned in such a manner that the air filter could not be accessed. i.e.:- the catch wouldn't open because the coil was in the way.
* The coil was bolted on top of the wheel arch with a wiring loom stuck between the 2 surfaces.
* I was told I would have to relocate the car jack. Unfortunately the hook and pile (velcro) tape and bracket that previously held it in place was found next to the wiring loom, under the coil bracket, with a newly drilled hole through it.
* The positive lead from the new auxiliary battery was positioned where it stopped the air cleaner from being opened. The same as with the coil except on the diagonally opposite corner.
* There are 2 rubber blanking grommets in the bottom of the air cleaner, that block holes of approximately 20mm diameter. One of these had not been fitted, thus leaving a 20mm hole at a point lower than that of the original intake. Why have a snorkel?
* A small diameter breather hose that normally runs between the air cleaner and the engine was was not fitted to the air cleaner, but found tucked away under the washer tank.
These may seem like trivial things, but the reason I was willing to pay $1371.00 was to get a professional job done on my vehicle. I consider these problems to be extremely unprofessional.
Considering my interest in 4WDing, I feel obligated to inform other 4WD owners of my experience with Suburban 4WD N.S.W. A process I have already started.
It has been my intention for some time now, to have a bullbar and winch fitted to my vehicle. You need not concern yourself with this however, I will be purchasing them from TJM.
Mark, I feel you have done your business and the ARB name a serious disservice. If you have any questions or concerns over this matter, please do not hesitate in contacting me.
Regards,
Barry.
Last edited by Elmer on Sun Dec 07, 2003 8:01 pm, edited 2 times in total.
'98 Discovery V8
Be vewy vewy quiet...
I'm hunting cats :-)
Be vewy vewy quiet...
I'm hunting cats :-)
Barry, thats all well and good that you are trying to resolve your issues and I wish you the best of luck in doing so.
BUT dont come on here only try to bash a vendor that you are having dramas with, you posted the exact same copy of your email in general 4x4 (which I have removed) and it seems to me that is the only reason why you are here is to cause trouble for a vendor.
I dont need people here that their sole purpose is to bash vendors because it turns the bulliten board to crap. How is this vendor supposed to defend themselves here or give their side of the story. You are probably registering your username everywhere you can and posting the exact same sob story.
For all I know you are probably the customer from hell that is impossible to please. I mean, its just a friggin snorkle with a loose hose clamp and a few wires. Fix the bloody thing and quit your whining.
Sam
BUT dont come on here only try to bash a vendor that you are having dramas with, you posted the exact same copy of your email in general 4x4 (which I have removed) and it seems to me that is the only reason why you are here is to cause trouble for a vendor.
I dont need people here that their sole purpose is to bash vendors because it turns the bulliten board to crap. How is this vendor supposed to defend themselves here or give their side of the story. You are probably registering your username everywhere you can and posting the exact same sob story.
For all I know you are probably the customer from hell that is impossible to please. I mean, its just a friggin snorkle with a loose hose clamp and a few wires. Fix the bloody thing and quit your whining.
Sam
Sam,
thanks for your concern, I'm just trying to stop other unsuspecting customers from getting burt as well.
You are right, I have posted the same in a couple of places, and I included a link to each post in the e-mail I sent to the ARB rep, so he can post his side of the story.
If it's just a loose hose clamp and a couple of wires, a well paid professional who does that for a living shouldn't have had any problems getting it right the first time.
I did fix it myself, and now I know it's right. But I still paid for something I didn't receive, a professional installation.
thanks for your concern, I'm just trying to stop other unsuspecting customers from getting burt as well.
You are right, I have posted the same in a couple of places, and I included a link to each post in the e-mail I sent to the ARB rep, so he can post his side of the story.
If it's just a loose hose clamp and a couple of wires, a well paid professional who does that for a living shouldn't have had any problems getting it right the first time.
I did fix it myself, and now I know it's right. But I still paid for something I didn't receive, a professional installation.
'98 Discovery V8
Be vewy vewy quiet...
I'm hunting cats :-)
Be vewy vewy quiet...
I'm hunting cats :-)
Sensational!!!!
So now you are telling me that you havent sent the email to the ARB rep yet and that you are posting the email everywhere you can first and THEN sending the email with all the links.
So you are not even giving them the chance to respond to your email personally but are expecting them to respond to your email publicly in every location that you have posted this message.
You do sound like the customer from hell. I bet you get these sort of vendor problems all over the place.
I think that the fact that you are unable to resolve this minor problem with a reputable dealer (one that I have absolutely no association with) in a more civalised and orderly maner demonstrates more of your inabilities than that of ARB.
If I was in your situation there is no way in hell that the situation would have come to this. I would have gotten a problem as simple as this resolved easily and quickly.
I think you need to have a look at how you have handled this situation because I dont think you have handled it well.
What are the links that you have posted in the email??
Sam
So now you are telling me that you havent sent the email to the ARB rep yet and that you are posting the email everywhere you can first and THEN sending the email with all the links.
So you are not even giving them the chance to respond to your email personally but are expecting them to respond to your email publicly in every location that you have posted this message.
You do sound like the customer from hell. I bet you get these sort of vendor problems all over the place.
I think that the fact that you are unable to resolve this minor problem with a reputable dealer (one that I have absolutely no association with) in a more civalised and orderly maner demonstrates more of your inabilities than that of ARB.
If I was in your situation there is no way in hell that the situation would have come to this. I would have gotten a problem as simple as this resolved easily and quickly.
I think you need to have a look at how you have handled this situation because I dont think you have handled it well.
What are the links that you have posted in the email??
Sam
Barry
You have failed to mention some of the efforts SUBURBAN4WD made with relation to the rectification to your problem and have some major concerns.
FACT:
We where never given the opportunity to rectify your any of your said issues with the accessory fitment, you elected to attempt to resolve the issue independently without returning the vehicle to the Vendor for a warranty claim.
FACT:
When the vehicle was retuned the air hose in question was torn and repaired with duct tape. The vehicle was not in this condition when it left the workshop and was damaged post fitment in your said repair.
FACT:
When we discussed option for repair SUBURBAN4WD was offered to go 50/50 in replacement of the hose even though we did not damage the hose in the installation process. Your response was “Do not worry about it” you did not indicate at all that this offer was not satisfactory to yourself.
FACT:
Posting of opinion with out supporting facts is defamatory and will be actioned upon. It also seems unfortunate that you feel the need to post comments on the internet other than tack issue up directly.
We further invite you to take the matter to consumer affairs for action as our actions during this entire matter have been in line with trade practices codes. Additionally ARB was consulted during this matter and due to the fact recommended the 50/50 course of action.
SUBURBAN4WD warrant any of the products we supply and install for the specified warranty period but cannot be held responsible for customers actions post repair.
You have failed to mention some of the efforts SUBURBAN4WD made with relation to the rectification to your problem and have some major concerns.
FACT:
We where never given the opportunity to rectify your any of your said issues with the accessory fitment, you elected to attempt to resolve the issue independently without returning the vehicle to the Vendor for a warranty claim.
FACT:
When the vehicle was retuned the air hose in question was torn and repaired with duct tape. The vehicle was not in this condition when it left the workshop and was damaged post fitment in your said repair.
FACT:
When we discussed option for repair SUBURBAN4WD was offered to go 50/50 in replacement of the hose even though we did not damage the hose in the installation process. Your response was “Do not worry about it” you did not indicate at all that this offer was not satisfactory to yourself.
FACT:
Posting of opinion with out supporting facts is defamatory and will be actioned upon. It also seems unfortunate that you feel the need to post comments on the internet other than tack issue up directly.
We further invite you to take the matter to consumer affairs for action as our actions during this entire matter have been in line with trade practices codes. Additionally ARB was consulted during this matter and due to the fact recommended the 50/50 course of action.
SUBURBAN4WD warrant any of the products we supply and install for the specified warranty period but cannot be held responsible for customers actions post repair.
SUB XJ - well said.
This is probably the biggest problem that I see with bulliten boards such as this. It allows people that believe they have been hard done by (whether they have actually been or not) to tell the world (well - not really) of their drama without presenting a balanced and nonbiased description of the events as they have actually happened.
Sam
This is probably the biggest problem that I see with bulliten boards such as this. It allows people that believe they have been hard done by (whether they have actually been or not) to tell the world (well - not really) of their drama without presenting a balanced and nonbiased description of the events as they have actually happened.
Sam
It seems I have stirred up a hornets nest.
I am a fair person so I did supply Suburban4wd with the link to this forum. I too am pleased they put their side of the argument forward.
In fairness to Suburban4wd and ARB I would like to make it known that, although I was not happy with the after sales service, they have since offered to rectify all the problems I listed, at their expense. On top of this, Suburban4wd were still willing to offer me a substantial discount on other ARB products in order to instill good will.
Barry
---------------------------------------------------------------
Sam,
If you or your business are in the habbit of supplying a dodgy product, then yes, I would be your "customer from hell"..... but only once.
I am a fair person so I did supply Suburban4wd with the link to this forum. I too am pleased they put their side of the argument forward.
In fairness to Suburban4wd and ARB I would like to make it known that, although I was not happy with the after sales service, they have since offered to rectify all the problems I listed, at their expense. On top of this, Suburban4wd were still willing to offer me a substantial discount on other ARB products in order to instill good will.
Barry
---------------------------------------------------------------
Sam,
If you or your business are in the habbit of supplying a dodgy product, then yes, I would be your "customer from hell"..... but only once.
Last edited by Elmer on Mon Dec 01, 2003 7:07 am, edited 1 time in total.
'98 Discovery V8
Be vewy vewy quiet...
I'm hunting cats :-)
Be vewy vewy quiet...
I'm hunting cats :-)
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