Dear ARB!

[Doctor_Jan-itor Lurker Find all posts View Profile Close Doctor_Jan-itor]

Re: Dear ARB!

***UPDATE***

Appears my email to ARB H/O Melb got things moving. My ARB Supplier called me today saying it had an effect and he recieved a phone call saying that my bar will be in the next 120 deluxe bar run in two weeks.......Seeing will be believing!

Hey Doc, did the bar arrive?

Yep, arrived a week or so ago and having it fitted Wed 18/8 (almost seven months to the day). My ARB guy assures me it's the real deal this time.......watch this space for confirmation.

[120D4D Avid PP Poster! Find all posts View Profile Close 120D4D]

Re: Dear ARB!

I recently had an ARB deluxe bar fitted, wanted it colour coded and was told genuine arb paint and bar was 3-4 months away so the smash repairs ordered a plain bar in and colour coded it for me themselves - 2 week wait time all up!

Sorry Doc,

I got mine in standard metallic grey within a couple of weeks also. Deciding not to colour-code was they key I think.

Also, think we share the same installer as your story came up when ordering mine...

Sorry to hear about your troubles, im sure it will be worth the wait.

Cheers Rappy.

[Doctor_Jan-itor Lurker Find all posts View Profile Close Doctor_Jan-itor]

Re: Dear ARB!

As I said, seeing is believing......although this almost to unbelievable!

To Whom it may Concern,

Following on from my letter/ email of complaint to you on the 13th July 2010, regarding been supplied the incorrect bullbar from what was ordered twice. It is beyond belief that I now have today gone in to have the replacement of the replacement fitted to my car, only to find that ARB has sent the WRONG bar AGAIN!...once again you have sent a deluxe bar for a 150 series prado and not for a 120 as ordered. What was more alarming, but not surprising all things considered, was that it was in a box marked with part number 3221410 and the sticker on the bullbar was also marked 3221410 which is the correct code for a 120 series deluxe bar. However the actual bar was a 3221450 which suits a 10/09 onwards prado i.e. 150 series.

We (Myself and Adelaide Off Road) have now decided that the best course of action to avoid anymore screw ups, is for me to leave my car with him and he'll send the original bar back to be re-painted. I will hopefully have my car back tomorrow night.

This saga has now been going on for nearly nine months, and has wasted alot of my time (would estimate a day) and caused me much inconvenience. I find it particularly riling that I have had no correspondences from ARB Melbourne Head Office or Adelaide, acknowledging or apologising to my complaint/s...but must admit I'm not surprised given ARB's attitude towards everything else.

Await your comments.

Yours Sincerly,

[metro09 Member Find all posts View Profile Close metro09]

Re: Dear ARB!

Thats amazing....

AMAZINGLY BAD!!!!

I can't believe that sequence of events.......

[Doctor_Jan-itor Lurker Find all posts View Profile Close Doctor_Jan-itor]

Re: Dear ARB!

Since emailing ARB via their website this afternoon I recieved a call from managment apologising profusely. Apparently thier QA system and warehouse system is going to have an overhaul too. My bar is in it's first stage of been re-painted now and will be ready to be fitted tomorrow.....so all going well my car wil be ready with the right bar tomorrow along with a few 'gifts' from ARB :wink:

[Guest Close max_rocktansky]

Re: Dear ARB!

Since emailing ARB via their website this afternoon I recieved a call from managment apologising profusely. Apparently thier QA system and warehouse system is going to have an overhaul too. My bar is in it's first stage of been re-painted now and will be ready to be fitted tomorrow.....so all going well my car wil be ready with the right bar tomorrow along with a few 'gifts' from ARB :wink:

After nine months of this carry on.. I would be asking for an 80 litre fridge for free :roll: :roll:

[baglimit2002 Junior Member Find all posts View Profile Close baglimit2002]

Re: Dear ARB!

Well dont get me started : check out my troubles with my ARB bar they said to bring it in to fix on the day I was going away told them to rebook never herd from them again called ,called yes they got my money this is regency park WILL NEVER BUY ANY OF THERE GEAR AGAIN, my thanks to the the place on south road who fixed the problem ALLTRAC ing well now --Andy

[Doctor_Jan-itor Lurker Find all posts View Profile Close Doctor_Jan-itor]

Re: Dear ARB!

19th of August and finally got what I paid for!....It looks great and I'm happy . To ARB's credit they were very generous with their little (large - couldn't fit anything else in the back) gift basket. My local store was spewing when he saw what i got as it costed him alot of man hours, but hopefully this episode might save someone else greif in the future.

[MickL Addicted PP Member Find all posts View Profile Close MickL]

Re: Dear ARB!

Congratulations on finally getting this sorted. Quite a saga.

There are quite a few of us with bad customer expierence stories and ArrrrB (pirate noise) Wonder if they'll ever learn??

regency park WILL NEVER BUY ANY OF THERE GEAR AGAIN

Yep I agree, sure buy their gear, it's good stuff.... just don't get it fitted at Regency. Gawler (now Elizabeth) ARB is the place to go for fitting/mechanical work.


Mick

[Doctor_Jan-itor Lurker Find all posts View Profile Close Doctor_Jan-itor]

Re: Dear ARB!

Thanks MickL, and this was the point of my original post or thread. It wasn't just for me to have a rant about some bad service I had recieved but I was sure there was others with similar stories...but anyhows all worked out well and ARB did eventualy take ownership of the problem...kudos to them for that too.

[AJ120 Out of control poster! Find all posts View Profile Close AJ120]

Re: Dear ARB!

Since emailing ARB via their website this afternoon I recieved a call from managment apologising profusely. Apparently thier QA system and warehouse system is going to have an overhaul too. My bar is in it's first stage of been re-painted now and will be ready to be fitted tomorrow.....so all going well my car wil be ready with the right bar tomorrow along with a few 'gifts' from ARB :wink:

If my experience is anything to go by their QA system is as bad as ever, have a look at page 4 of my rig build up for the saga (link in signature) re my bullbar, i haven't got as much patience as you doc so i just arranged to have my problem rectified at my own expense.

Doctor_Jani-tor wrote:
19th of August and finally got what I paid for!....It looks great and I'm happy . To ARB's credit they were very generous with their little (large - couldn't fit anything else in the back) gift basket. My local store was spewing when he saw what i got as it costed him alot of man hours, but hopefully this episode might save someone else greif in the future.

Might have to fire off a letter to head office myself, otherwise i think ive heard the last of it from ARB.

Cheers Andrew

[ookami Member Find all posts View Profile Close ookami]

Re: Dear ARB!

I too had problems with getting my ARB bar for my 120, but I couldn't ask for better service from my local ARB dealer. After the eight week wait (obviously nothing compared to your wait) when my bar was fitted, the local store provided me a hire car for the day while fitting and a Brown Davis Bash plate supplied and fitted at a significantly discounted rate (READ: less than their cost of the bash plate!). I know its not the local dealers problems but I think efforts put in by the local dealer can make the difference to the perception of customer service of the supplier and buying experience of their products, simply passing the buck by saying its the suppliers fault doesn't help the customer - after all the customer wants one thing, what they ordered not the excuses or the blame game. Because the local dealer was able to able to provide these forms of compensation ARB retained a customer for their products. I work in a customer service focused industry (well meant to be :roll: ) and am very critical of customer service and not meeting customers expectations of service so I understand your grief. Glad it worked out in the end for you.

[ookami Member Find all posts View Profile Close ookami]

Re: Dear ARB!

Also forgot to say, I'm not sure why you paid a deposit, I ordered nearly $5,000 worth of gear and never paid a cent until it was fitted and the vehicle ready to be collected, I think that was specific with your local dealer not the ARB supplier.