- Joined
- Dec 23, 2009
- Messages
- 593
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I recently bought a top end rebuild kit about 2 weeks ago from a major Norton supplier here in the UK who are situated in the Midlands. I have heard many negatives about this company over the years but always believe in giving people a chance and to date have had good service and advice from them and their technical helpline.
One of the valve guide circlips was less than perfect and the end had been badly ground off with a large burr at the end that would not have seated correctly. I called on Tuesday this week to ask for a replacement and spoke to a guy who offered to send another. I also ordered two heat insulating washers and the guy said he would call back to advise the price of the washers and get my credit card number (these cost very little - I didn't ask for him to call...) . Normally parts arrive the next day so I called when they didn't as I wanted to assemble the head . The guy tracked down another guy who had spoke to me a day earlier who advised they had been sent. Two days later they arrive but the valve circlip I needed was a piston circlip. My credit card had been deducted for some small amount without a phone call which I thought was illegal here in the UK.
This morning I called again and spoke to a woman and asked if they would send me one valve circlip urgently. She kept bringing the conversation back to the point that I hadn't advised a part number but there was a new guy this week etc etc. I advised that the guy who took the order was clear it was for a valve but didn't push the point as I knew it was pointless. I was then asked what I intended to do with the incorrectly supplied piston circlip to which I asked if she was serious that she expected me to return a part incorrectly supplied and worth half the value of tomato ketchup on a McDonalds burger. At this point she said fine and she would just send the circlip. We ended the call.
I thought on it for a few minutes and then decided to call back to speak to the lady as I was disappointed and surprised that I was being asked to return such an item and said that perhaps the guy who owned the business lLet's call him Les for example) may wish to know this. She then asked if I wanted to speak to Les. Half a minute later Les came on clearly briefed by said employee. His tone was confrontational in that I had clearly caused the whole issue by not supplying a part number. I didn't raise my voice in any way at any point. I was told a woman actually took down the order whereas it was quite definitely two men I had spoken to in the week. Before having even the chance to raise the point that it probably isn't particularly good for a business to question a fifty cent circlip when they have spent hundreds of pounds there i was told he didn't want to discuss anything further and that my account was now terminated.
Unbelievable. The moral here is don't whatever you do question anything this well known outfit do if you want to continue using the.. Perhaps I should have listened to my late friend who I won't name but was a senior figure at Norton in the 50's and 60's...
One of the valve guide circlips was less than perfect and the end had been badly ground off with a large burr at the end that would not have seated correctly. I called on Tuesday this week to ask for a replacement and spoke to a guy who offered to send another. I also ordered two heat insulating washers and the guy said he would call back to advise the price of the washers and get my credit card number (these cost very little - I didn't ask for him to call...) . Normally parts arrive the next day so I called when they didn't as I wanted to assemble the head . The guy tracked down another guy who had spoke to me a day earlier who advised they had been sent. Two days later they arrive but the valve circlip I needed was a piston circlip. My credit card had been deducted for some small amount without a phone call which I thought was illegal here in the UK.
This morning I called again and spoke to a woman and asked if they would send me one valve circlip urgently. She kept bringing the conversation back to the point that I hadn't advised a part number but there was a new guy this week etc etc. I advised that the guy who took the order was clear it was for a valve but didn't push the point as I knew it was pointless. I was then asked what I intended to do with the incorrectly supplied piston circlip to which I asked if she was serious that she expected me to return a part incorrectly supplied and worth half the value of tomato ketchup on a McDonalds burger. At this point she said fine and she would just send the circlip. We ended the call.
I thought on it for a few minutes and then decided to call back to speak to the lady as I was disappointed and surprised that I was being asked to return such an item and said that perhaps the guy who owned the business lLet's call him Les for example) may wish to know this. She then asked if I wanted to speak to Les. Half a minute later Les came on clearly briefed by said employee. His tone was confrontational in that I had clearly caused the whole issue by not supplying a part number. I didn't raise my voice in any way at any point. I was told a woman actually took down the order whereas it was quite definitely two men I had spoken to in the week. Before having even the chance to raise the point that it probably isn't particularly good for a business to question a fifty cent circlip when they have spent hundreds of pounds there i was told he didn't want to discuss anything further and that my account was now terminated.
Unbelievable. The moral here is don't whatever you do question anything this well known outfit do if you want to continue using the.. Perhaps I should have listened to my late friend who I won't name but was a senior figure at Norton in the 50's and 60's...