ComplaintsforBritish Hydraulics Ltd

• Initial Complaint

  25/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Ongoing for a year. I had called British Hydraulics to enquire if they were able to repair a film camera dolly, they sent a gentleman around who assured me it was within their capability to make the repair. As it turned out they were unable to fulfill their promise and moreover returned the dolly to me in a state of dis-repair, when the dolly was delivered to them it had an hydraulic issue when it was returned it had several more issues and was incomplete, l asked that the dolly be returned to its former condition. Prior to their actions the dolly functioned, not perfectly but was able to perform most of its tasks. The dolly was able to steer in 2 and four wheel configurations, upon its return it no longer had this function, thus rather than using its own steering it must now be moved via another dolly. It was returned with hydraulic hoses disconnected and no longer capable of any of its former lifting functions. The condition overhaul was dirty covered in oil and grease.

  Business response

  02/11/2021

  In reply to the Customer’s Statement of the Problem:
  
  Yes, it has been approximately a year since we received Mr. ******** Camera Dolly.

  
  Yes, we are able to repair hydraulic systems.  We have been servicing industry since 1980.
  
  On October 5, 2020 the dolly was received by us in need of repair.  As per the Customer it was not functioning as it should and leaking nitrogen and not holding.  Upon our initial inspection, troubleshooting and dismantle of the dolly, we discovered that it had been worked on previously by others and Mr. ******** confirmed this.  We diagnosed multiple issues with the dolly and verbally reported this to Mr. ********.   One issue that was discovered during our inspection was it was in need of a new valve.  It was explained to Mr. ******** that this valve is very unique and not available locally and it was further explained to Mr. ******** that in an effort to save money that he should order the valve direct and bring it to us for install.  This conversation took place on or about November 6. 2020.

  
  After many months of no communication with the Customer, and then verbal discussions, in August 2021, Mr. ******** requested and received an Inspection Report of our findings and an estimate of labour costs to complete the repair.
  Mr. ******** declined the repair and when he came to pick up the dolly he requested that it be returned to its original condition.  It was explained to Mr. ******** that in order for us to do that it would incur an additional 7 hours of labour to the already $1200 inspection costs to date.  It was at that time that Mr. ******** told us to keep the dolly as it wasn’t worth the costs and he left.

  
  On or about August 24th Mr. ******** was contacted by us to come and collect the dolly as we have no need for it and that the inspection costs to date would be waived.  He come to our Shop and collected the dolly.
  This is an unfortunate incident for which we apologize to Mr. ********.  It is also common practice that when an item comes in for repair that it will be dismantled in order to complete the inspections and determine what is required to complete the repair.  It is not typical that when an item is not worth repair that a customer will pay the cost to put it back together – it is not our practice to put things back together broken. 

  
  We were not able to “fulfill our promise” to Mr. ******** as he declined the repair.

  Customer response

  06/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********Yes, it has been approximately a year since we received Mr. ******** Camera Dolly. AGREED
  
  Yes, we are able to repair hydraulic systems.THEIR QUOTE OFFERS NO GUARANTEE OF SUCCESSWe have been servicing industry since 1980.
  
  On October 5, 2020 the dolly was received by us in need of repair.  As per the Customer it was not functioning as it should and leaking nitrogen and not holding.UNTRUE Nitrogen was charged and holding hydraulics also  Upon our initial inspection, troubleshooting and dismantle of the dolly, we discovered that it had been worked on previously by others and Mr. ******** confirmed this. PRODUCTION SERVICES CHARGED THE NITROGEN CYLINDER AND I WAS CHECKING THE RELAY AS THE MOTOR HAD TO BE UNPLUGGED TO STOP IT  We diagnosed multiple issues with the dolly and verbally reported this to Mr. ********.   One issue that was discovered during our inspection was it was in need of a new valve. CORRECT This was my conclusion as l reported to their rep Shawn J**** when they took charge of the dolly, my question to him was “can an alternate valve system be installed”.   It was explained to Mr. ******** that this valve is very unique and not available locally and it was further explained to Mr. ******** that in an effort to save money that he should order the valve direct and bring it to us for install.  This conversation took place on or about November 6. 2020. As above
  
  After many months of no communication with the Customer, and then verbal discussions, in August 2021, Mr. ******** requested and received an Inspection Report of our findings and an estimate of labour costs to complete the repair. At no time did l request an inspection report, one was produced the day l went to collect the dolly
  Mr. ******** declined the repair and when he came to pick up the dolly he requested that it be returned to its original condition.  It was explained to Mr. ******** that in order for us to do that it would incur an additional 7 hours of labour to the already $1200 inspection costs to date.No such conversation took place  It was at that time that Mr. ******** told us to keep the dolly as it wasn’t worth the costs and he left. They had loaded the dolly onto my van when Mr Lubo B***** looked to charge me for an inoperable dolly, he and l had conversed via phone when we mutually agreed to no charge, l advised him to remove the dolly from my van until such time as we were in agreement
  
  On or about August 24th Mr. ******** was contacted by us to come and collect the dolly as we have no need for it and that the inspection costs to date would be waived. I made the call to them.  He come to our Shop and collected the dolly.
  This is an unfortunate incident for which we apologize to Mr. ********.  It is also common practice that when an item comes in for repair that it will be dismantled in order to complete the inspections and determine what is required to complete the repair.  It is not typical that when an item is not worth repair that a customer will pay the cost to put it back together – it is not our practice to put things back together broken. A functioning dolly such as the ****** retailed at $70,000 the dolly had much of its functions when delivered to them it now has none!!
  
  We were not able to “fulfill our promise” to Mr. ******** as he declined the repair. A repair that has no guarantee of a successful outcome has no value. Regardless of the pedantics “ he said she said :, the steering mechanism is in no way connected to the hydraulics and as such should never have been interfered with, the dolly that Shawn J**** ( service consultant )collected from me steered in 2 ways, 2 wheel rear wheel 4 wheel crab neither functions now!

  Business response

  18/11/2021

  As per Mr. ********s wording "He said, she said" we will not be discussing this further. Other than this the dolly came in needing repair and left needing repair because Mr. ******* opted out having it repaired.

  Customer response

  28/11/2021

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  “As per Mr. *******'s wording "He said, she said" we will not be discussing this further. Other than this the dolly came in needing repair and left needing repair because Mr. ******* opted out having it repaired. “
  
  
  You are correct the dolly came in, in need of hydraulic repair and left needing the same repair.
  The fact remains the dolly was functioning when delivered to British Hydraulics.
  The dolly was returned to me minus its steering function. ( nothing to do with the hydraulics )
  The dolly was returned to me with the hydraulics disconnected thus l am unable to test the hydraulics or the accumulator.
  The dolly was returned to me empty of hydraulic fluid.
  The dolly was returned to me with wheels pointed incorrectly.
  The dolly was returned to me covered in grease and oil.
  I did choose not to proceed when your report suggested a repair cost of over $7,000 with no guarantee of success.
  Regards ***** ********
  ***** ********

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