Bad plywood- End of story (at least this chapter)

[Pelle]

Hi!

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.

Pelle

[Peter Malcolm Jardine]

I am sure they lost all of the money that they paid... but they did the right thing.. Cheers to them

[B.Marks]

Nice to hear that a company eventually responds to a problem like that, shows integrity. Unfortunately, you both lost out, but they did the right thing. At least we know out in ciber world Robbins Timber stands behind what they sell.

[Paul Scheuer]

Can you point us to the original thread? I want to keep it as a case history. At the time it sounded like you were doing all the right stuff. I'm glad it worked out for you.

[Pelle]

Paul!

I have deleted the thread. I do not think it's right to have the thread standing there for all future. It would be a constant, negative reminder of a firm that deserves better. Allthough I had to put some pressure on them, they stood by their obligation upon me, the customer.

To all of you: The Internet is a tremendous tool to use for a consumer. The consentration at the forums of people with the same interest means that retailers and manufactures has to take EVERY complaint seriously.

Pelle

[Mr. Know It All]

Pelle.....So glad to hear that it worked out for you. You had grounds for a lawsuit and should have been compensated for your wasted time installing that inferior wood and the time it will take to remove it. That would have been a fair settlement in my mind. A lawsuit would have taken years to move through the court system though. The lumber company got off easy, only having to replace the wood or refunding your money. I understand your priority is to get on with the restoration of your fine boat and for that I tip my hat to you and wish you well.
Peace---> Kevin in Ohio

[Alan D. Hyde]

Congratulations on the results.

Your approach was entirely proper, as was their response.

Have a look at his boat, those of you who haven't yet. It's a worthy project.

Alan

[Venchka]

Originally posted by Pelle:
...Mistakes can happen, and in this instance, the firm producing the okume/gaboon marine plywood, Kelet in Israel , is no longer in the business...
Pelle

That information is most useful as well. At the 2002 Wooden Boat Show I was offered marine plywood from a source in Israel. Quite possibly the same source as your defective plywood. Since the reputation of the manufacturer was not known to me, I declined the plywood. I think I made the right choice.

Thanks again for sharing your experience!