Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Delavan brand hydraulic cylinder (********) from a local retailer yesterday. This cylinder was needed immediately on an Ag operation, hence purchasing from a retailer (for a higher price than ordering online). The cylinder, like all cylinders available in a retail setting, has a clevis that is removable with a single bolt. The clevis was removed and custom welded for the immediate need - after which the cylinder was reinstalled on the customized clevis. At this point it was discovered that the cylinder fluid ports were completely stripped out. These had clearly been stripped out during the manufacturing process and sent out for point of sale use despite this. I contacted the retailer to get a replacement, only to find that they had no more units in stock. I then reached out to Delavan to try to get a replacement cylinder shipped out ASAP. ****** stated that I would need to ship the cylinder to her, at which point they would inspect it and determine if there was a manufacturing defect - and then ship a new one out to me - with shipping both ways being my cost. She stated that this would take "more than 2 weeks." I responded that I was willing to pay, in full, for a replacement provided it was shipped right away - and that I could simply return the defective cylinder to them for a refund. ****** stated that this was unacceptable - and I would be on the hook for "significant costs" if I were to do this. All I wanted was a functional cylinder that was usable - instead of the defective unit they manufactured. As it turns out, this incredibly **** ****** person, who stated they were "THE" supervisor, is the daughter/spouse of the CEO. This company has absolutely no business operating in the Ag sector. They think they can blame the customer for an off-the-shelf manufacturing defect - and take multiple weeks to ship a replacement. At this point I am out over $500 in additional associated costs because of this defect. Shame on you Delavan.

  Business response

  10/16/2024

  Cus called at approx 4:25pm and advised that our cylinder had a manufacturer defect; the cylinder was threaded backwards and we needed to send him a new one today. He told me the retailer would not take it back because he modified it. I told him our warranty is also void if the product is modified. He insisted that the cylinder ports were a factory defect. I said we could look at it even though he modified it but our warranty process needed to be followed which is he sends us the product we look at it then we send a new product out if a manufacturer defect, and if not he would need to pay the shipping back or have us destroy it. I told him that the process is usually 2 weeks once product is received. He was unhappy with that, and I suggested since I thought since it was cylinder would likely be pricey to ship that he could ask the retailer to special order it in to save shipping costs. He said he wanted me to ship one to him now and that once we get the cylinder back, we will be paying him back for the cylinder and shipping anyway which I could not guarantee because we had not inspected it yet. I also know the cylinders are factory tested before they are shipped. I was concerned that if the shipping charges were expensive that he would be further upset. I also knew we could not ship the item out that day and possibly not for a day or so knowing our lead time to ship a direct customer order is 3 days. He wanted his problem fixed immediately and I had no solution for him. He threatened that I will be sorry. I handle many calls, and this quality issue we have not had before. If cust would like to pursue our warranty process, we are open to it. We can pay all freight for a new cylinder and for old one back if the threads are backwards as he advised was the defect. Delavan strives to provide great customer service, and we have never had a complaint to the BBB to my knowledge and i have been here over 7 years. We would like to take care of Mr. ***** if he wishes.  

  Customer response

  10/20/2024

   I am rejecting this response because:
  
  Delavan's response was clearly written by the CEO's family member who also appears to make up the entire warranty and customer service department at this company. Telling an agricultural operation that a multi-week wait is required to inspect a cylinder that is defective out of the box is absolutely absurd. I literally contacted this company less than 18 hours after purchasing the cylinder. I also offered to purchase, at full price, a replacement cylinder and simply return this one. I was never asking for the world  - I was simply asking for competent customer service after purchasing a defective unit. I never stated that the cylinder was backwards threaded. I stated that two of the ports were cross-threaded, which is completely different. A cross threaded port is not able to hold high pressure hydraulic fluid without leaking. The person who wrote this response has clearly never worked in any setting that requires the use of the products that this company manufactures. Time is of the essence in agricultural operations and any operation that requires the use of these products. The person who wrote this response also stated that I should have known better than to not have a "backup hydraulic cylinder" for every cylinder in our operation. That is one of the most absurd statements I have ever heard. When telling my friends and coworkers about this situation, reiterating that statement by the customer service agent always results in a good laugh. At this point, I am out the cost of the cylinder, the cost of the fabrication, the cost of rush ordering a second cylinder, and the time spent thus far dealing with an incompetent company such as this. The only acceptable response is the one I indicated in my original filing. Alternatively, I would be open to a discussion should someone higher up in the company prefer to respond.

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