Some of you remember my complaints about a british firm selling me plywood not up to the quality it was supposed to have. When I complained, I did not get the response from the firm that I wanted. I used the forum to spread a little information about their response. I even mailed the managing director the link to the thread and challenging him to respond in public. Nothing happened. Sadly my plywood started to delaminate just 10 weeks after I applied it to my boat. I sent a mail to the director claiming all of my money back. Now hear this:
He asked if he could come over here to Norway to have a look at the plywood. 5 days later I picked him up at the hotel, drove the 1 hour drive out to my working site and showed him my boat and plywood. He took some pictures and asked for some samples. I later drove him to the airport. He promised to get back to me just over the weekend. On tuesday I got a mail where he proposed to me that I could have all of my money back, including freight charge. He also said that I could keep the 28 sheets delivered to me if I wanted to.
I feel very relieved. This is the way to treat a customer. Mistakes can happen, and in this instance, the firm producing the okume/gaboon marine plywood, Kelet in Israel , is no longer in the business. The final word is that a retailer that responds this way is serious. Although they
obviously lost money on this transaction, they supported me as a customer. In this situation they can not do more.
Thank you, Robbins Timber Ltd in England!!!
By the way; The managing director and I came along very well. Although putting pressure on him, I've never given him "low blows under the belt", just been arguing rather politely. That was nice to know when I was to pick him up at his hotel.