contact TD regarding a broken chassis???

RichyUK · #1 09-02-2013

Hi guys,

OK so I broke a dimec20 chassis, as a few have, and apparently TD have been good responding to people and replacing the chassis for them.

I sent an e-mail to their address listed on the website and got no reply at all. I've since forwarded it 3 more times and still not even as much as an acknowledgement!

I even dropped Adam skelding a pm to see if he could prod TD and nothing from him either

I will give them a call in the week, but I'm shocked at the lack of reply from them

Anyone else had issues contacting TD?

Legacy555 · #2 09-02-2013

Hi,

Got a tip after breaking a DIMEC20, totally my own fault. Either glue the bulkhead in or make up a small carbon bumper. I glued in the bulkhead, seems a good job. Alloy +8 chasdis mighTy be you best alternative

mattr · #3 09-02-2013

I'm still waiting on a reply to three emails from June.
Rang them in the end.

RichyUK · #4 09-02-2013

Cheers guys, I will call them, god knows why they can't reply to an e-mail

coleman758 · #5 09-02-2013

Durango have always been great with me,

Have you tried calling them? The number is on the website.

samd · #6 10-02-2013

Quote:

Originally Posted by RichyUK

Cheers guys, I will call them, god knows why they can't reply to an e-mail

I emailed them 2 weeks ago about a faulty slipper clutch, no reply as yet.

Fernandez · #7 10-02-2013

TD should reply to email. instead of calling them.

you can not expect from people to make expensive international calls, or does TD make up for those costs also ?

Pacman · #8 10-02-2013

E-mail is naturally a poor form of comunication as there is no limit to the number of e-mails an individual can receive. I'm sure we've all been bombarded with e-mails at some point and missed the important ones or forgot to respond to them.

The only way you can ever guarantee a response from anyone is to talk to them. If concerned about calling a company in another country, ring the distributor in your country. They should be equally responsible for the items they are trading.

RichyUK · #9 11-02-2013

I will give them a call, i generally e-mail as i tend to do stuff like this in my eve's so can't call them, and forget in the day too

But, as stated above, they should be capable of replying to e-mails, no matter how many they receive, its a huge parts of peoples daily/work lives. I understand the odd one may get missed/accidentally junked, but all of my mails have been ignored....

Robby · #10 11-02-2013

From what I've heard from a number of companies and manufacturers, they're all literally bombarded with emails each and every day - the worst day being Monday when they show up to an inbox of in many cases up to several thousands of individual emails.

So the advice I've received, "unless you have a specific person's individual email account within an organization, and they're aware of you contacting them and are expecting your correspondence, to just use the telephone and call them instead. You might get stuck on hold for a time, but at least you'll be talking to a real live person - instead of a lowly clerk deemed with the responsibility to try and sort through the pile of emails each day."

coleman758 · #11 12-02-2013

I've always rang, and always had instant responses to querys.
Before people start hating on Durango try picking up the phone.

samd · #12 13-02-2013

I think if a company puts a email address, and only an email address, under the contact us section of its website they should be replying to warranty claims made via that email address.

dpackster1980 · #13 18-02-2013

Quote:

Originally Posted by samd

I think if a company puts a email address, and only an email address, under the contact us section of its website they should be replying to warranty claims made via that email address.

Exactly they are useless and have been for a while, I remember when they weren't always like that but as of late I wish I never bought their cars. I'm having issues with they outdrives wearing out prematurely on the right side. Emailed them wth no response, it's now that bad im considering not racing because the wear is that bad it's damaging the driveshaft pin.

TD are pathetic, end of story. They've took money and now they've got it they don't care. Simples

coleman758 · #14 18-02-2013

Call them!

The number is on the webiste, You will find they are a really helpful bunch!

But then its the question, Its a plastic chassis?
I expect you crashed the car when you broke it.... Is that really TD's fault?

Zipper · #15 18-02-2013

Quote:

Originally Posted by samd

they should be replying to warranty claims made via that email address.

Would the chassis be covered under warranty? It's hard to prove it broke becuase of a fault and not just down to a big crash? A wishbone snapped on my car last time out, and it literally just clipped a pipe - but there is no way I would think it would be covered under warranty?

mattr · #16 18-02-2013

Quote:

Originally Posted by coleman758

But then its the question, Its a plastic chassis?
I expect you crashed the car when you broke it.... Is that really TD's fault?

Depends where its broken, the place where the first broken plastic chassis that i saw, the chassis, at the breakage point, really wasn't fit for purpose.
The design had been copied straight over from the aluminium design.

Its not really a criticism of TD, cos everyone does it sometimes. In every industry!

AfroP · #17 18-02-2013

Quote:

Originally Posted by Robby

From what I've heard from a number of companies and manufacturers, they're all literally bombarded with emails each and every day - the worst day being Monday when they show up to an inbox of in many cases up to several thousands of individual emails.

sorry but thats no excuse for poor service.

I had build issues with my 210, emailed Durango never got a response and its wasnt on a Monday

A lad at work had issues with his build, emailed Durango twice no response.

Had a querie with my SX3, emailed schumacher, got a response back same day and free replacement parts 2 days later.

with the amount of money that gets spent on the kits it wouldnt hurt to be a bit more supportive of the customer. if you put an email address up on a public web page then be prepared to address the mails that come into it. even an automated system that says "thanks for your email, we're very busy we'll get back to you when we can" would be better than nothing.

samd · #18 18-02-2013

Quote:

Originally Posted by samd

I emailed them 2 weeks ago about a faulty slipper clutch, no reply as yet.

Mine email was regarding a faulty slipper not a chassis.

The front half of the slipper appears to not have been heat treated properly.

I am emailing TD as they need to view pictures to see the issue.

RichyUK · #19 18-02-2013

Ok, so i HAVE called them and spoke to Chris, nice chap he sounds. Was told he would get onto chasing the e-mail and someone would get back to me. That never happened so i called back and spoke to another nice chap who said they would replace the chassis and my worn outdrives no problem and that i was to send pics via e-mail. which i did......to the support & sales e-mail.......and heard nothing back again........

and with regards to questioning whether the plastic chassis should or shouldn't have broken. No, it shouldn't!

AfroP · #20 18-02-2013

Quote:

Originally Posted by RichyUK

Ok, so i HAVE called them and spoke to Chris, nice chap he sounds. Was told he would get onto chasing the e-mail and someone would get back to me. That never happened so i called back and spoke to another nice chap who said they would replace the chassis and my worn outdrives no problem and that i was to send pics via e-mail. which i did......to the support & sales e-mail.......and heard nothing back again........

and with regards to questioning whether the plastic chassis should or shouldn't have broken. No, it shouldn't!

have to say thats pretty poorr