Ms. Harker.
Allow me to quote you e-mail;
"There really is no need to threaten."
Let me be perfectly clear, at no point in that video did I threaten with physical or legal action against you, Pro-Bolt, or any of your employees.
I pointed out deficiencies, using a tone of voice you didn't care for, deficiencies, that in your e-mail you admit were Pro-Bolt's.
If you wish to return the whole kit for a refund – of course you can do so
I have mailed the complete kit back to Pro-Bolt and, upon your receiving the returned product I will be expecting a full refund.
If I was to go to my local motorcycle dealership and ordered correct parts to fit my motorcycle and the dealers supplier sent the wrong parts, I would not be charged with shipping the parts to the dealer or their subsequent return to the supplier. Therefore I refuse to be penalized for Pro-Bolts error by being charged for shipping.
As you have admitted you were at fault and since you claim "we pride ourselves of our product, service and customer support. If occasionally things do wrong, we will always do what it takes to put it right", I expect you will refund all shipping charges. I will not consider the matter to be resolved until you do so.
Prior to you, if you search the internet on Pro-Bolt complaints – you won’t find any,
ABSENCE OF EVIDENCE IS NOT EVIDENCE OF ABSENCE.
May I direct you attention to a Gentleman's post on Hayabusa,org
I will quote him here;
" Your assuming they sent something they didn't mean too...
I ordered the full fairing kit a few years ago...can't say exactly what they sent
but that's pretty much it. Your assuming they made a mistake (and they might
have to some degree) but they expect you to use the smaller bolts with washers...
I don't why they don't send you exactly the same thing your taking out,
probably money...but they don't.
I used some of the bolts and ordered some more stockers from Mr. Cycles
and got a can of Krylon...Course I was only doing gloss black, not red anodized
I did buy my own powdercoater though...it's got red anodized
My son bought a bolt kit (somebody else brand) off e-bay and it was the same
thing...some bolts worked some didn't.
My guess is they have a limited number standard kits that will "work" for several bikes.
I don't know though...good luck."
If you do pride yourselves in product, service and customer support may I suggest you contact Justyntym and correct your error to his satisfaction.
Here is a link to the Justyntym's post.
http://www.hayabusa.org/forum/general-bike-related-topics/125719-me-starring-angry-video-about-pro-bolts-2.html#post2313244Hopefully Justyntym will post that you have contacted him and have resolved the matter to his satisfaction.
"Perhaps you would like to post our customer service in fixing any mistakes to the relevant forums."
I have posted your e-mail and my reply in the relevant motorcycle forums, and you have my word that when the issue is resolved to my satisfaction I will post that information in the relevant forms as well.
Good day
Ms. Harker
From:
louisa.harker@pro-bolt.comTo:
kenmaclean666@hotmail.comSubject: Pro-Bolt
Date: Mon, 8 Feb 2010 13:30:35 +0000
Dear Mr Maclean,
Thankyou for your e-mail.
I hope you don’t mind me saying, but you have an unusual way to go about reporting a problem. We pride ourselves of our product, service and customer support. If occasionally things do wrong, we will always do what it takes to put it right.
I think I can see what mistake has happened with the packing of our fairing bolt kit. The kit contents should comprise the following bolts:
Qty Thread Diameter Length Head Diameter
8 M6 20mm 16mm
17 M5 16mm 16mm
2 M6 40mm 16mm
6 M6 16 16mm
I think the line above in Red has been packed with a 12mm head.
With regards to your question about the 40mm length bolts, our listings show these as being required in the Seat Unit, along with the other 2 bolts you showed as spare in your video.
So – we have 2 choices:
If you wish to return the whole kit for a refund – of course you can do so.
If you would like us to post direct to you the correct bolts above in red, we can do this – so you can complete you kit. You can keep the incorrect bolts to use in any non-stress areas – number plate etc.
Please advise what you would like us to do.
I apologise for the error made, but will say In 10 years of running this business I have never had a customer complain in so many places before giving us the chance to correct the error. Perhaps you would like to post our customer service in fixing any mistakes to the relevant forums. something I was very proud of.
Yours sincerely,
Louisa Harker
Director
Pro-Bolt Ltd
Tel: 0044 1684 851940
Fax: 0044 1684 850080
www.pro-bolt.com
