Warning

[Deleted member 9237]

For anyone going to perches any thing from a company called towtal Dont let them post it to you go and collect it yourself or you will end up like me. I ordered a scooter rack from them and it arrived this week 3 Months after i ordered it. And guess what they sent to wrong one nothing like the ones they showed me on the internet or even like it, Also No Fittings and No paper work,after i had ask the to make sure they send it as before i can use this I have to get it inspected by and ITV mot Station here in Spain and they want to see the paper work for the CE of conformity and a receipt from a professorial company Ha Ha My appointment is booked and payed for this Monday, What I cant understand is why a company with a good name acts like this they are very long winded in answering Emails and not once have they phoned me back as promised.My phone bill for the calls to them 57 euros to date and about 12 emails, So it looks like the only thing now left to do is to start court action to get this resolved.
Ken

 

[TOWtal]

3 months ?

Ken. You ordered this ScootRack on the 30/03/11. You were also told that it was still in production. As for the product supplied, you were sent the exact version you ordered. The paperwork was sent to you before the order. Long winded on emails? I have always replied within a reasonable time. To finish off - you were given a FULL refund. I'm disappointed that you felt the need to post this.

 

[Deleted member 3802]

it's nice to see the other side put forward :cool1: that can probably be backed up with emails ect, too many times we only hear one side
it also proves the point that many on here point out that problems can be caused by going public on the internet :egg:

 

[Deleted member 9237]

update and thank you towtal

For anyone going to perches any thing from a company called towtal Dont let them post it to you go and collect it yourself or you will end up like me. I ordered a scooter rack from them and it arrived this week 3 Months after i ordered it. And guess what they sent to wrong one nothing like the ones they showed me on the internet or even like it, Also No Fittings and No paper work,after i had ask the to make sure they send it as before i can use this I have to get it inspected by and ITV mot Station here in Spain and they want to see the paper work for the CE of conformity and a receipt from a professorial company Ha Ha My appointment is booked and payed for this Monday, What I cant understand is why a company with a good name acts like this they are very long winded in answering Emails and not once have they phoned me back as promised.My phone bill for the calls to them 57 euros to date and about 12 emails, So it looks like the only thing now left to do is to start court action to get this resolved.
Ken

Who ever informed Towtal that i had put on here about there company Thank you very much you have done some thing that i could never do and thats get an answer from then thank you for that, But still not received all the paper work that is needed for the inspection on Monday and no answer about sending the wrong rack.

 

[Yorkshirepudding]

If Ken's contacts with Towtal are as circumspect and convoluted as his recent postings it is no surprise that he has had problems.
Sorry to be so blunt Ken but that's how I see it.

 

[Deleted member 9237]

Ken. You ordered this ScootRack on the 30/03/11. You were also told that it was still in production. As for the product supplied, you were sent the exact version you ordered. The paperwork was sent to you before the order. Long winded on emails? I have always replied within a reasonable time. To finish off - you were given a FULL refund. I'm disappointed that you felt the need to post this.

I was told that the racks were in stock when i Phoned them I also have an email saying the shipping company had lost it on there shelf I have a bank statement showing no refund I have a phone bill showing the calls i had to make i have a message from a member that phoned you and when ask about my rack was told something totally diffident from what you told me when i phoned you. And NO that is not the rack I ordered look on your web page thats the one i was told i was getting the one you sent is nothing like the photo.

 

[Deleted member 9237]

If Ken's contacts with Towtal are as circumspect and convoluted as his recent postings it is no surprise that he has had problems.
Sorry to be so blunt Ken but that's how I see it.

Every time I phone towtal I have been polite I made these calls from a company that I work for on the understanding I pay for them all calls from this company are recored with the time and date of the calls, Sorry if my posting as upset you Yorkshirepudding but i if you have had the run about i have for nearly 3 months you might understand it better.

 

[Deleted member 3011]

Well at least we know what the agenda involved in the previous posting was all about.

Response from the company certainly raises plenty of questions. For instance - "Full refund" What is that all about. True or not true. Three months since ordering? True or not true.

Actually, I think it is great that the company was given the opportunity to respond. I once ran a forum similar to this one and a response to a members very long-running complaint against a major RV manufacturer quickly ended that complaint once and for all.

 

[Deleted member 9237]

Well at least we know what the agenda involved in the previous posting was all about.

Response from the company certainly raises plenty of questions. For instance - "Full refund" What is that all about. True or not true. Three months since ordering? True or not true.

Actually, I think it is great that the company was given the opportunity to respond. I once ran a forum similar to this one and a response to a members very long-running complaint against a major RV manufacturer quickly ended that complaint once and for all.

Very sorry 2 months to arrive I have just played the order back sorry towtal yes a full refund if i wanted. Now i will explain more

most of us know what the police are like here i was ordered by the police to remove the scooter rack as it was not approved here in Spain on a Spanish reg motor. So I tried to find one in Spain the only one i could find was fixed on so that when i changed motors it could not be transfered to the next motor. these cost between 1400. to 1900 euros So with the help of a Spanish friend we went to the techno offices and asked if there was any way to get one made legal for them to be approved they told us there was if we first showed them paper work from the suppler .So we ask 3 company.s to send us the paper work and photos of the racks from the UK.Then the scooter rack for testing. from towtal I received a declaration of CE conformity and I took a photo from there web page as i was told that was the only one they had it was a new design 2011, to let them see it with the other 2 company,s. the one from towtal would be excepted with a slight modification done by an approved registered company in Spain but as from to day i have not got all the paper work or fixings to go any further they require a fixing plan and a bill of sale from a limited company why i dont know, also the photo is nothing like the rack that arrived.Not one company we ask here to make this said yes because they get a lot more money for the ones they make. Now some friends here in our small motorhome club if this go,s though they would be interested in one and i thought this would be good business for towtal. but i now fill i been let down a bit what started good as gone bad,
ken

 

[Deleted member 13519]

I was told that the racks were in stock when i Phoned them I also have an email saying the shipping company had lost it on there shelf I have a bank statement showing no refund I have a phone bill showing the calls i had to make i have a message from a member that phoned you and when ask about my rack was told something totally diffident from what you told me when i phoned you. And NO that is not the rack I ordered look on your web page thats the one i was told i was getting the one you sent is nothing like the photo.

If the courier lost it then that's nothing to do with Towtal and I would expect a long delay, these things happen unfortunately and it's actually quite surprising they admitted it. Normally you end up battling between the sender and the courier neither of which will admit responsibility.
Have you taken a photo of the rack you were sent and emailed it along with the one from their website for any comment? If Towtal have messed up their stock system it will appear as though they have sent the correct one even if they haven't.

 

[Deleted member 9237]

Thanks for that i never thought of sending them a photo i do it now thanks. I have spoken to 2 of the shippers in that area and they have been used by this company before but no records of shipping to Spain I am waiting for answers from the others I email last week.

 

[mikeandhismotorhome]

Was in Towtal yesterday, picking up my MH after they had fitted body restraints. I found them to very friendly, helpful and professional. I would have no hesitation in recommending them to anyone.

 

[Tco]

If the carriers lose any article, then the responsibility for some delay sits with then. However when I was responsible for a service company not disimilar to the company who is the subject of this thread, in the unusal event of a carrier loss, we would despatch a second item to our customer with whom we have a contract. The carriers would be instructed to return the original to us or claim on their insurance. I think only on one occasion has this prompted the return of the item.

More generally, I have trouble with this same company. I obtained a verbal quote for some work, I asked them to confirm it in writing (e-mail). This proved to be impossible to get, even after several chases. Needless to say the work went elsewhere.

So I have some sympathy with Kenspain when he complains of poor communications, but we are all subject to the vagaries of international transport and perhaps less than enthusiastic front line staff. The company also can suffer from the same these interfering factors. All companies have things go wrong, it is a fact of life. What they do about it is how they should be judged.

 

[Deleted member 3802]

If the carriers lose any article, then the responsibility for some delay sits with then. However when I was responsible for a service company not disimilar to the company who is the subject of this thread, in the unusal event of a carrier loss, we would despatch a second item to our customer with whom we have a contract. The carriers would be instructed to return the original to us or claim on their insurance. I think only on one occasion has this prompted the return of the item.

More generally, I have trouble with this same company. I obtained a verbal quote for some work, I asked them to confirm it in writing (e-mail). This proved to be impossible to get, even after several chases. Needless to say the work went elsewhere.

So I have some sympathy with Kenspain when he complains of poor communications, but we are all subject to the vagaries of international transport and perhaps less than enthusiastic front line staff. The company also can suffer from the same these interfering factors. All companies have things go wrong, it is a fact of life. What they do about it is how they should be judged.

this is the core of the matter,but it doesn't help being 1500 mls away and trying to communicate probably never getting the same guy twice

p.s.for fek sake chill out ken tomorrow is the start of the rest of your life:sleep-027:

 

[Deleted member 9237]

Was in Towtal yesterday, picking up my MH after they had fitted body restraints. I found them to very friendly, helpful and professional. I would have no hesitation in recommending them to anyone.

I found them very friendly when i ordered my scooter rack

 

[Deleted member 9237]

this is the core of the matter,but it doesn't help being 1500 mls away and trying to communicate probably never getting the same guy twice

p.s.for fek sake chill out ken tomorrow is the start of the rest of your life:sleep-027:

Yes a big day cost for inspection 170 euros

when i get F===k i like to be kissed :mad1:

 

[Pollik]

All companies have things go wrong, it is a fact of life. What they do about it is how they should be judged.

That is very much my philosophy, too.

I like to deal with people who are interested in me and my needs (rather than what they have been targetted to sell) and who, when they foul up, admit it without fuss, apologise without being asked and sort it out with minimum fuss for me.

I will happily pay a small premium for that kind of service. It is also why I tend to avoid national chainstores whose employees too often either don't care or only care about their bonuses.



Polly

 

[bevo]

towtal

i had my towbar fitted by towtal.

i wasn't impressed with their service.

when i was there a guy came in to pick his car up which was being fitted with an a frame fitment.

the car wasn't ready, and the guy had phoned up to confirm that it was ready.

no appologies to the said guy, he had to come back tomorrow.

i wouldn't use the firm again.

 

[Pollik]

So neither Armitage nor Towtal is getting a resounding thumbs up.

Getting an A-frame fitted is something I came very close to having done and it would have been with one of these two firms.

What decided me against it (apart from the loss of manufacturer's warrranty on the car) was the reluctance of police in other countries to accept it.

It's a minefield, innit?


Polly

 

[TOWtal]

Wow - what responses...

Well I have to say I am surprised by the varying levels of conversation on here. I'm also massively disappointed that anyone would find my front-of-house staff neither helpful or friendly. But I'd like to point out quite a few things, and go from there.

Initially, Ken, the photo on the website reflects only 1 of the 3 Racks we build. I offered you the choice - but by description only - and you chose the one in the middle of the range. I then forward you by email the Pdf of the CE build certificate. That was prior to the order. When it came to shipping, I put the parcel together and handed it to shipping. This was definitely my error. We use WorldwideParcelService, RH Freight, IFB, Avanti Express and APC. I didn't put the correct sticker on before I worked away and it just got left on a despatch shelf. However, when I picked up my e-mail I instructed the front of house team to sort it ASAP. You then told me how appalled you were and I instructed a full refund.

Tco, I'm sorry no body emailed you the quote. I feel I have addressed the email situation now - and that should never happen again.

Pollik - I agree. I always think we should put matters right. Even when we screw up. Just try and learn for next time eh........
The A-Frame situation is a mine field. However at the minute, its simplest form is that it is neither legal or illegal. We still fit a high rate in the UK, and also have outlets in France (6), Belgium, Portugal, Luxembourg and Holland. We believe that with some of the more recent breakthroughs in testing - we'll crack it !!

Bevo. Were you not happy with your service - or that of the other customer? Even if we don't seem to interact individually, I still expect my team to do a professional job, and I'm shocked that we didn't for you. As for the other customer, we do have a high turnaround of "Trade" customers and can often build up an over familiar friendship with them. This can lead to off the cuff remarks. I will certainly check this out, if you could just send me the date of booking I will double-check.

I hope I'm putting all this down correctly, but would just like to add that we have 7 Motorhomes, 2 A-Frames and 4 Car Towbars pass through our workshop every day. We also export 60 units a month to 10 Garages. I wish that just 1 per day would find the time to list positives. To state the friendships we have built up. The fact they return year in / year out.
Our core business is through recommendation so there must be some good eh !