Be careful out there......

[1954Etype]

When I started work on my car I made the decision that I would not cut any corners and that if I couldn't afford to have work done that was not up to the standard I wanted, I would simply wait until the relevant funds were available.

Imagine the horror of receiving a part back from a reputable, well known, market leader that had been 'restored' (according to their invoice and web site) that was only fit for scrap when I came to use it.

The part in question was the inlet manifold. I sent it and the carbs away to be restored and believed that I would receive back (following a hefty invoice) a component that could be simply bolted on to the car. They had rebuilt and restored the carbs and manifold and I was happy to fit them onto the newly built VSE engine. Filling the radiator resulted in water pouring out of the carb inlets. Taking the manifold apart I found a big corrosion hole in between the vacuum and water galleries. I duly contacted the company who collected the manifold (good start) and when I called them to discuss what they were prepared to do I was informed that being as though the hole was there when they received it (and they therefore hadn't caused it) it wasn't their problem!

Apparently they do no testing on the manifold just clean it, polish it, reface it and replace the studs. Not sure how that relates to the dictionary definition of the word 'restoration'.

I now have to buy a new manifold and they have basically washed their hands of the whole affair. So, fantastic service followed by even better customer service. Be careful. You won't always get what you think you have paid for!

[Heuer]

Angus

Can we assume they at least did a good job of the carbs, although clearly you have not been able to try them out yet? What I find amazing is they appear to have blindly gone about restoring a useless part even though they would have had the opportunity to sell you one of their (very good) reproduction items. It would have saved you time and inconvenience whilst improving their profitability. The consequent bad publicity, here and on Jag-Lovers, is bound to hurt them as we are a very close community and look to each other for reassurance on how we spend our money. The company concerned are in our Resource Library and this sort of thing reflects badly on the Forum as we have effectively endorsed them. I will contact the company concerned and offer them the opportunity to respond before removing them from our lists.

You are very lucky the corrosion in the manifold evidenced itself when it did - it could have happened on the road with devastating consequences to the engine and very possibly your physical well being

[1954Etype]

David,

The job on the carbs seems fine (as you say, can't confirm) although the butterflies don't return on the standard springs due to them binding on the spindles (assume this will be OK over time but wasn't quite what I expected!). I can quite understand why a 3.8 manifold would not be tested (to some extent) but when you consider the devastating effect of water entering the cylinders would have on an engine you would think a simple test (as I did) of filling the water jacket up prior to restoration would have been a standard procedure.

Regarding bad publicity hurting them - not sure, they have the market sector and I think most (if not all) carb restorers would have to buy their parts through them.

[Heuer]

Regarding bad publicity hurting them - not sure, they have the market sector and I think most (if not all) carb restorers would have to buy their parts through them.

Possibly but it would be a blinkered view in this economic climate as no one can afford to lose customers regardless of the supply chain. We have seen it with a couple of other of our E-Type suppliers, one of whom is flourishing because of their superb customer service policy whilst the other is having to resort to ringing up (ex) customers in the hope of drumming up business!

[1954Etype]

Regarding bad publicity hurting them - not sure, they have the market sector and I think most (if not all) carb restorers would have to buy their parts through them.

Possibly but it would be a blinkered view in this economic climate as no one can afford to lose customers regardless of the supply chain. We have seen it with a couple of other of our E-Type suppliers, one of whom is flourishing because of their superb customer service policy whilst the other is having to resort to ringing up (ex) customers in the hope of drumming up business!

Agreed. However, if, someone like Martin Robey decided to adopt a similar attitude, it might affect their direct sales but as they supply to multiple outlets, it probably wouldn't hurt their bottom line that much.

[Heuer]

The Company concerned has a pretty large portfolio of generic products - classic car accessories, seats, books, cleaning products, oils, merchandise - as well as supplying parts for other 'out of house' carbs (Zenith, Weber). If people start shopping for their carb parts at other outlets they will lose these marketing opportunities which are invariably high rate of return products. Such a prospect would scare the willies out of me which is why (in the software Company I own) we spend a lot of money on Customer Care.

[Bill Molloy]

I'm not sure which company is being talked about here. Would it be the one that is the major carb and carb component supplier in the UK ?

[Phil]

Angus

sorry fot the late reaction (I was on a business tip for the week).

I was informed that being as though the hole was there when they received it (and they therefore hadn't caused it) it wasn't their problem!

Apparently they do no testing on the manifold just clean it, polish it, reface it and replace the studs. Not sure how that relates to the dictionary definition of the word 'restoration'.

I find this also very strange : if they restore it carefully , they should also see the condition of what they work on and at least identify it and give you a warning before /or while doing the job.

Hope they can come back on their decision and provide a better solution for you than this .Or at least work on a win-win situation.

best regards

[1954Etype]

Just got off the phone to Burlen. The upshot of it is is that they are unhappy with their level of customer service in this instance and as a gesture of goodwill are sending me a new manifold FOC.

I am happy with the outcome so in this instance, all parties satisfied.

[daverawle]

Just got off the phone to Burlen. The upshot of it is is that they are unhappy with their level of customer service in this instance and as a gesture of goodwill are sending me a new manifold FOC.

I am happy with the outcome so in this instance, all parties satisfied.

A satisfactory result for both parties- well done Burlen.

Dave

[Heuer]

Clearly Burlen are a good company to deal with, admitting to a failure and reacting in a positive way. Their inclusion in our Recommended specialist list is well founded and confirmed.

[1954Etype]

Clearly Burlen are a good company to deal with, admitting to a failure and reacting in a positive way. Their inclusion in our Recommended specialist list is well founded and confirmed.

David,

hear hear!