Heath, your dismissive, disingenuous and borderline dishonest response is a perfect illustration my I am so surprised and disappointed with this situation. Let’s get the facts straight.
“the front mount fitment issue was discovered by your workshop, who had attempted to fit the front mount radiator only while other upgrades were being installed on the your LX570.
That is only partially true, and ultimately irrelevant, unless you’re trying to downplay or minimize the reality of the problems that you’ve caused.
Fact is, multiple projects were scheduled for the vehicle, including the supercharger. There were several days scheduled, at the very end, for the s/c install, and I would pick up on Saturday upon flying back into town. The fact that other work was scheduled is completely irrelevant. Why mention it, unless trying to downplay?
Late in the week it was discovered that there was a fitment issue. It took several days to reach you guys. I was asked by the shop, “do you want us to put the truck back together? We can, but then we won’t have it here to take pics and measurements etc., when we finally hear from Harrop.” So at that point I decided to rent a vehicle, so that the LX would be accessible for pics and measurements. I rented it for one week.
Now keep in mind I was sold a product that was supposed to be tested, and bolt on ready, for my exact application. This was not supposed to a trial run, or a test fitting, but a pre-tested, bold-on ready product, costing almost $10,000.
Michael finally received an email from you (Harrop) on Monday, 3/12. You requsted pics, which were supplied. You then supplied a PDF showing a different intercooler, and inquired as to if Michael thought it would fit. Wednesday 5PM there was still no solution.
After confirming what appeared to be an intercooler that would fit, Michael was told on Thursday that the intercooler he approved would be “will be shipped to you in the next day or so.” You also called me and explained what was going on. I approved the other intercooler, being told it was simply a different mounting design.
So I extended my rental for a few more days. And keep in mind that Michael only has (2) work bays, and we’re now at all full week of ½ of his shop space being unusable, because you did not supply what you advertised.
Five days later we finally get tracking info! Its now Tuesday afternoon.
Come to find out, it had shipped on Monday, from not too far south of us, using the absolute slowest method possible, ground shipping. So now we discover that the intercooler isn’t arriving until later in the week. So I extend my rental further, and Michael still has his bay being used.
Friday afternoon the intercooler finally comes and guess what, you shipped the wrong intercooler! Its not the one that Michael approved. So we contact you to figure out what is going on. The week is shot.
Monday comes, you guys don’t have an explanation, so I tell Michael to put my LX back together, and I extend my rental further! And Michael’s shop is almost 2 hours away from me, and I cannot just drop what I am doing and go return a rental car and then pick up mine whenever I want, so I extend until Friday morning. You finally reply that you hope to send a prototype in May, 45-60 days later.
You then advise us that, yes, the wrong intercooler was sent, and the correct one is being sent.
At this point, Michael has had his bay blocked for more than an extra 2 full weeks. This could have been avoided if you had shipped the replacement in a timely manner, or advised us that it would be more than a week until it would arrive, and that it would arrive Friday afternoon, meaning that work on the LX would not actually resume for 10 more days. Had we known that I could have saved 10+ days of rental car expenses, and Michael could have had his bay back for the entire next week.
And at this point he got 10-20 hours in taking measurement, brain storming, calling other people, and doing everything that he can do to make this work – all because you sold a product that did not actually fit, and come to find out, has never actually been tested on this application.
Well, eventually you send us the intercooler that Michael approved. And guess what? It is about half the capacity of the one you originally supplied!
So now we are stuck with an odd situation. We know the size of the intercooler your engineering team has decided should go with my application. But we’ve also learned that you’ve never actually tested my application. Furthermore, we really do not know about the ECU setting on my application, so its all just speculation! On top of that, the new suggested intercooler is about half the capacity of the originally spec’d intercooler.
So the reality is that you sold a tested, bold on ready product. But now you want us to install the supercharger with an intercooler that is half the original spec. Has this combo been tested? No. On top of that, you don’t even know about my ECU, whether or not it is the same as what you tested back in the AU. And even if it is, you have not tested this combination of ECU and s/c and intercooler. But you want me to be the test dummy, on a 2018 model vehicle that costs $100,000.
The reality is that you made a lot of assumptions, without actually doing your due diligence. You say you had no way to knowing that the US spec system was different. That’s simply not true. You could have, and should have accessed a parts catalog. The various part numbers and diagrams are different. This is easily determined. Yet you did not do it.
So now I have had to shell out a ton of cash, because of your error. Michael has lost 2 weeks of usage of his bay. He also has many more hours working on this project.
So how do you summarize the situation, in your reply to me on this post?
“We acknowledge that you are not satisfied and have apologized that the product has not met your expectations upon delivery.”
Are you kidding me? It has not “met my expectations”?
What an absolute disaster, and a joke of customer service. Yea, Im not satisfied, because it has not “met my expectations.”
You say at the beginning of the post, “In response to your feedback Chris, it is relevant to note that we, Harrop, offered you a full refund back in March when the front mount fitment issue was discovered by your workshop.”
Wow, way to really go out of your way. You sold me a product that does not actually fit as advertised, nor has it actually been tested on my application. Offering to refund my money is really going above and beyond. Who would have expected that you’d make such a generous offer.
And this is what I mean when you say that your response is disingenuous, dismissive, and borderline dishonest.
I expect this from a vendor selling something that cost a few hundred dollars, or maybe even a thousand. But we're talking about an almost $10,000 part here. And I've now got more than $2,000 in additional expenses, solely and exclusively because of your screw up. So I should just send it back, and eat over $2,000, because you sold me a product that does not fit, nor was tested for my application? I am not sure what world you operate in, but in the real work, that is absolutely horrendous customer service, and the opposite of taking responsibility.
