Service and expertise - OR LACK OF IT!!

[Stumpystu]

I have been in the industry for 27 years of which the last 12 have been specialising in just tree stump grinding. Like the rest of you, I have experienced good service and bad. I'm a big Carlton fan and in 2012 despite attempts to buy a machine outside of the UK because of the reputation of our UK dealer, I had to buy here and the proceeding service I experienced was in my view unacceptable.

 

In the last month, the Uk's Carlton dealer has showed it's true colours again. My friend bought a new machine, on which he requested the standard wheel so as to fit Greenteeth 1100's. The dealer fitted Greenteeth (very reluctantly because they can't sell their favoured teeth!) and my friend proceeded to buy a further stock of 1100 size GT's from another supplier for future use. Then, it turned out that the Dealer had fitted 900's and when questioned about this insisted to my friend that 1100's would not fit! Those of you with experience of a 7015, will like me know that to be bulls&^t. I fitted a pair of pockets and teeth for him, we took a video and sent it to them to prove otherwise. After some protesting from both sides, my friend has finally had his 1100 GT's teeth and pockets sent through. Whilst changing the teeth, we have also discovered that the Dealer doesn't know how to balance up the wheel either. The straight and crossover pockets were all set on the same side! When questioned they insisted this was correct!

 

I know we're not the only two buyers from this company who have had this experience as I have colleagues with similar tales. I'd love to hear about others experiences, good and bad (I've yet to hear any good).

[nepia]

I'm no expert and have had no dealing with the manufacturer but have used a hired 7015. Now that thing is a beast; great machine.

What a shame you've had problems because otherwise you'd be enjoying a match made in Heaven.

 

Out of interest what do you use to drag your 7015 about? I'm not saying what I used but the experience certainly taught me to look up and brake early - very early!

[Stumpystu]

You're right, it is a beast. In my opinion it is the best and most productive stump grinder out there. I bought my first one in 2005 and wouldn't have anything else. A knowledgable dealer that didn't want to rip you off for parts and service would be nice though.

 

Anyway, rant over, moving on. I used to use a Defender 130 for towing and then changed to a Discovery 3 about 4 years ago. There are very few vehicles out there that can legally tow 3.5 ton, I think the Disco is going to be hard to beat.

[nepia]

Ah yes - 'legally'!

 

 

Cheers,

 

Jon

[Ty Korrigan]

By the way, Razor teeth are half the price here in France.

The U.K dealer is robbing those who use them.

Ty

[Johny Walker]

By the way, Razor teeth are half the price here in France.

The U.K dealer is robbing those who use them.

Ty

 

is that for the off set or straite cutters

[Ty Korrigan]

I'll dig out our bill from ALM the French dealership and scan it onto here.

Ty

[Johny Walker]

I'll dig out our bill from ALM the French dealership and scan it onto here.

Ty

 

these are what mine uses

[Ty Korrigan]

Yup, I'll be back to confirm the price.

Invoice at the office.

Ty

[Graham w]

i had an disgusting experience with the highlands no.1 manitou dealer. i called them up to find out the grade of hydraulic oil to use in a new machine and the manager recommended 48, having no 48 i arranged to collect a 25L drum. ok so far

turned up and asked at the desk to collect the oil and the guy says we dont sell oil here, then carrys on doing something else. i went round and found the manager and he says we only have hydraulic 46 oil in bulk, do you have an empty drum? but i have 200l of 46 back at the yard what a waste of time!

 

next i asked to order hardi splicers for the transfer shaft between the engine and gearbox it was making a slight rattle, manager says i will send an engineer to see what the problem is, i said its ok its the knuckles on the shaft when i greased it this morning the rattle stopped. managers still wanting to send someone out it could be something else... fair enough theres a problem with the hydraulics- they should have extensive knowledge on this machine i thought.

 

the engineer turns up and parks the van at the opposite end of the yard from the machine and the young lad wanders over with a quarter inch ratchet but no sockets. it takes him a good half hour to remove one cover (four bolts) and drops those bolts on the gravel, he takes a look at shaft and says the splicers are on the shelf but he dosent have any so cant change them.

gets into the cab and plays about with the joystick then says 'its not working', i will have to come back with a computer. at this point my mechanic starts laughing then says that will send you into the unknown throwing up unrelated faults everywhere! he then sent the lad on his way, but he was back for the tools he left scattered around.

 

the next day i went to see the manager and when questioned about quality of service he said it was the lads first manitou and a learning curve then went on about their 30 year reputation. he genuinely didnt see anything wrong.

 

 

 

but the best by far was the tyre company, one of the tractors back tyres went down overnight so a young lad comes round in a fancy new van and repairs the good tyre, the nice hard one thats full of air not the flat one that causes the tractor to lean to one side at a funny angle. the boss sends a bill for £400 to repair the good tyre and to repair the flat one, thats gonna take a while to beat:laugh1::laugh1: