Except, if you go through the entire thread, I believe the OP actually asked them to fix them, as he had a friend with the same setup that could have used them. Alcan refused that proposal and stuck with, "you didn't call, therefore your options are we keep them, or pay to have Alcan return the springs to the OP." Neither of those are even close to what I would call reasonable given what appears to be a clear defect on the manufacture's side.
Stay AWAY from ALCAN SPRING!!!!!!
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Except, if you go through the entire thread, I believe the OP actually asked them to fix them, as he had a friend with the same setup that could have used them. Alcan refused that proposal and stuck with, "you didn't call, therefore your options are we keep them, or pay to have Alcan return the springs to the OP." Neither of those are even close to what I would call reasonable given what appears to be a clear defect on the manufacture's side.
actually, he didn't ask them while the springs were in his hands, he notified them 2 days after he sent them back assuming that they would refund the springs cost.
Alcan offered to modify the springs for $300 plus the shipping. At that time he turned it down, so it seems.
now remember this took place in the time it took for him to go from California to Alaska (we don't know if he put the springs on before going boarding or on his trip to his new job).
i think it would be interesting to see the complete conversation from the first call to the last email. then we would have a full birds eye view of the events.
right now, we can just guess at what actually occured ...
Alcan offered to modify the springs for $300 plus the shipping. At that time he turned it down, so it seems.
now remember this took place in the time it took for him to go from California to Alaska (we don't know if he put the springs on before going boarding or on his trip to his new job).
i think it would be interesting to see the complete conversation from the first call to the last email. then we would have a full birds eye view of the events.
right now, we can just guess at what actually occured ...
i don't see where the op said that??
keep in mind that by sending the springs back he has somewhat tied alcan's hands in fixing the problem. how is alcan going to reliably and accurately diagnose and fix whatever is wrong with the springs when they are not on the vehicle to evaluate? the logical thing to do here would be to take detailed photos of the springs on the rig first and get exact corner weights and then have alcan evaluate this and either identify an installation issue or send replacement leafs to try and address the issue.
also, does this other rig have exactly the same weight requirements or is the design changing?
And send the pictures to them with the springs still on the vehicle. Then calll them and talk it over.
Maybe Alcan would want some measurements, jack it up and measure this, etc.
The OP fawked up in my opinion.
Alcan is a professional spring builder, they should have an on online template or a printable form of what they need to do the job correctly. If they want each wheel weight it should be on the form, if they want loaded and unloaded weight it should be on the form. desired lift height should be on the form. Yeah the OP made a mistake by not calling first but it does not release Alcan from holding up their end of the bargain. It would better to error on the side of too much and give the customer the option to remove a leaf as well. If the customer had to pay labor for someone to install the springs and to pull them also because they were not correct that could come close to equalling the cost of the springs all together with the the shipping they want him to pay. I call BS also. Any company in the customer service field should be asking what can I do to make you happy and come up with a compromise that makes both parties happy. Alcan is supposed to be the professional spring builder and should know what they need to do the job correctly, if it takes educating the customer a little so be it. A happy customer will send you repeat business. An upset customer could cost more than a set of springs in the long run. I have heard both positive and negative from Alcan through the years but ultimately its how they make good on a product at the end of the day.
Fire away.
Fire away.
trucruiser said:
I couldn't agree more. I face this every day. The only issue I have(for reasons of federal regulation) my company cannot accept anything without a return material authorization number...that may be the only hiccup, backing down behind "he didn't call before hand" that's cop out BS. Yes he should have called, that's a given. I would have refused the shipment(again federal regs play a part in this as well as other legal factors...the FAA is a powerful force, haha)
Alcan is in a position to right the wrong. Pride has already been surrendered by the OP and owning up to a mistake as a customer is hard...obviously Alcans pride needs a gut check...
My industry is particular and serial range, model, measurement, and time are factors in many sales. Not $700 springs but $100,000 wings or flight controls that are life limited and cut to fit...if I don't take measurements...I would be eating a $100,000 return and the $5000 freight...but that's part of customer service...accept it and press or pass blame on your customer like a child passes blame to his or her parents...
Just my .02
You mean this?
Information Request
It has everything except individual corner weights, but it's only the first step of the process, for quoting purposes.
Like that 
yup.
cheers
yup.cheers
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- #129
I would have liked a refund, but I thought at the very least they would fix the springs for me. Guess I was wrong. I find it interesting that Alcan hasn't mentioned anything on this forum. I told them that I would have a different opinion of Alcan if they fixed the springs, but never heard back.
I agree that it is surprising that they are not actively making any defense of their products. This is a very simple thing to do - give the info provided, test the springs under load (surely they have a press/scale to do this) - then post the results.
Of course it's my opinion that they needed to go back whether you called first or not the only meaningful question was who screwed up and pays for the fix. Either you gave poor info or they built the wrong springs. Either way they would be going back. A phone call would not have changed that.
This has been the experience of another member when his springs sagged. It has been my experience when springs from another manufacturer sagged - in my case they actually sent me replacement springs BEFORE I sent mine back so I had no downtime - and paid for the shipping both ways.
For me, the meaningful question is whether the springs were proper for the application based on the information provided. ALCAN has everything they need to prove the answer either way. It would be great to hear from them.
why?
why does Alcan need to defend themselves?
this thread was a dirtbag venting and that is all it still is.
the kid fawked up, he admitted he fawked up and to turn the blame to Alcan is incorrect.
IF things went differently then i could see Alcan coming to the plate. it was handled incorrectly.
why does Alcan need to defend themselves?
this thread was a dirtbag venting and that is all it still is.
the kid fawked up, he admitted he fawked up and to turn the blame to Alcan is incorrect.
IF things went differently then i could see Alcan coming to the plate. it was handled incorrectly.
crushers said:
Blame lies with BOTH parties. Does Alcan have to keyboard up and leap to defend themselves...nope. Should Alcan work to remedy the situation even if the OP incurs some cost...yes. Was the OP a bit over zealous writing about how bad Alcan sucks on two message boards...yeah...
looked to me as though Alcan already offered to remedy the situation, on the Op's dime.
He said no, they said "fine, go away."
I see no problem with that.
He said no, they said "fine, go away."
I see no problem with that.
So you place no blame on Alcan? Even though it appears the springs were not suited to the application? Simply because he sent them back (which he would have had to anyway) without calling first? And Alcan has a history of s***ty customer service some history of saggy springs. (this isn't the first "Alcan springs were built wrong and they won't fix them" thread on Mud)
I can't see any reason why Alcan would need to defend themselves. What was I thinking?
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based on my experience, Alcan WOULD HAVE MADE THINGS RIGHT if the OP had handled the situation PROPERLY.
Seems both sides are failing.have failed in this situation.
^^^^^ And then he would have sent them back.
You guys make it sound like only a genius would make a phone call as soon as an issue was realized, rather than send them back and contact them two days later.
By just sending them back, Alcan has NO PROOF that the springs were wrong. For all we know, the pics the OP posted are with the s***ty old springs that were on the rig when he bought it.
How??
I'll say it again........I had issues with my springs. Partly my fault, partly theirs. We both admitted our mistakes, and came to a mutually agreed upon solution.
NOT THAT DIFFICULT