This is the e-mail I sent to my local ARB dealer, ARB head office and Safari.
I'm not happy with the service from my local ARB rep.
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 at Minchinbury 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.