Zound
///Member
On Wednesday 10 September 2014 at about 9 am, I took my BMW 330i to Dunlop Zone Elarduspark/Cornwall-View to have the current tyres swapped onto new rims. I was expecting a seamless process and a happy transaction, but what I actually received was a huge inconvenience, damaged components and a hefty bill for my account.
To start off, I asked for an estimation of price for the service or "quote", but the store manager simply shook his head and said that it would be cheap. Little did I know what “cheap” entailed.
I gave them the go-ahead and went to get some groceries at the nearby Pick n Pay. Just before leaving, I gave them the spigot rings to accompany the new rims.
I returned after about 30 minutes and the "technician" was just about finished balancing the set. When the technician started fitting the rims to the car, I enquired whether he had remembered to fit the spigot rings, which he admitted he had forgotten. So he removed the rims again and went to fetch the spigot rings. While I was waiting in the reception area I noticed that it was getting late and that I would be late for a meeting at 10:30. So I went straight to the receptionist and settled my bill. While walking over to my car, I noticed the "technician" was almost finished and was tightening the last wheel. To my surprise, I noticed that he was using a breaker bar to tighten the wheel bolts. This is certainly an in-accurate technique to exert an exact amount of torque onto each bolt, but since I was in a hurry, I did not wish to question or debate this established wheel and tyre fitment centres’ techniques.
I returned home shortly, and immediately decided to check the torque on my wheel bolts. So I grabbed my metric torque wrench (set it to 120NM) , an extension and a 17mm socket. I started at the back and noticed that some of the bolts were over tightened and some under tightened. I corrected the offending bolts and moved onto the front. The left front wheel had bolts similar in case to the rear while the right front is the crux of the issue. With my torque wrench set to 120 Newton metres, 3 of the 5 bolts were over tightened and 2 of them would not receive any torque at all. I removed the bolts and the wheel to assess the damage. All 5 bolts had damaged thread and the hub had too been damaged. With the two majorly damaged holes adjacent to each other, the subsequent damage rendered the car un-drivable and un-safe. From my inspection, the damage seems to have been caused by combination of cross-threading and excessive force used.
For the next few days I had to borrow a car in order to perform day to day activities while I attempted to sort out the situation. So that Monday, at my earliest convenience, I went back to Dunlop Zone Elarduspark to discuss and illustrate the issue. I brought with me the damaged wheel bolts to illustrate what had happened, since I could not bring the car with, in its damaged state. I discussed the issue with Gideon Van der Merwe (Acting Store Manager), but his immediate pre-disposition was to shrug off the validity of the accusation and deny accountability. I further explained what had happened and that I found his judgement un-acceptable. He then dialled the manager, a man named “Gerhard” who Gideon suggested I speak to. Gerhard was more understanding of the issue over the phone, but was not physically at the store at that time and could only promise to contact me the following day to resolve the issue. I left my cell phone number and email address with Gideon for Gerhard to contact me.
Once again, Dunlop Zone failed to deliver. After a week of no contact whatsoever, I decided to call up Dunlop Zone Elarduspark. I got through to Gideon and asked why I had not been contacted by Gerhard. Without falter, he told me that Gerhard had decided that there was nothing they could do about the situation. Once again, I reiterated how this was unacceptable but Gideon was firm in this decision and would not budge.
So what has this little incident cost me:
1) Front wheel hub assembly: R595 (Bemow Automotive spares)
2) Replacement bolts (used): R100 (please note that I still need to special order the individual “lock” bolt)
3) Labour for fitment of wheel hub assembly: ~ R400
4) Special Tool hire: R100
Additionally, the new rims that were fitted have too been damaged. The insides of the bolt wells have been significantly scraped that I can see it from over a metre away. I am almost certain that the "technician" used the incorrect socket that was too thick for my specific rim. Also, I have white scrape marks on the inside of my rims. This is where the "technician" has scraped off the old balancing weights and associated double sided tape. The silver paint has actually been scraped off of the rim.
Besides the financial implication, the customer service, or lack thereof, I received from Dunlop Zone Elarduspark, was absolutely unbelievable. From the initial response of the store manager towards my accusation to no response whatsoever from Gerhard. Does professionalism mean anything to this company!?
I do understand that mistakes do happen, but I will not tolerate lack of accountability. Currently, I am despondent and severely regretting making use of the facilities at Dunlop Zone Elarduspark.
Based on the current resolution established by Dunlop Zone Elarduspark, I will not be making future purchases or service utilisation from the service centre, its associated service centres under the “Dunlop Zone” brand name as well as the Dunlop tyre brand by pure association. Additionally, I will not hesitate to convey my experience to peers, local communities, online forums and applicable social media.
I have tried emailing Dunlop Zone's Head Office (Over a week ago), and they too refuse to respond.
At this point in time, I feel like the only solution is for me to go and find the offending technician, beat the hell out of him with his breaker bar, and turn around to Dunlop Zone and tell them that there is nothing I can do about the situation.
Thoughts?:rollsmile:
To start off, I asked for an estimation of price for the service or "quote", but the store manager simply shook his head and said that it would be cheap. Little did I know what “cheap” entailed.
I gave them the go-ahead and went to get some groceries at the nearby Pick n Pay. Just before leaving, I gave them the spigot rings to accompany the new rims.
I returned after about 30 minutes and the "technician" was just about finished balancing the set. When the technician started fitting the rims to the car, I enquired whether he had remembered to fit the spigot rings, which he admitted he had forgotten. So he removed the rims again and went to fetch the spigot rings. While I was waiting in the reception area I noticed that it was getting late and that I would be late for a meeting at 10:30. So I went straight to the receptionist and settled my bill. While walking over to my car, I noticed the "technician" was almost finished and was tightening the last wheel. To my surprise, I noticed that he was using a breaker bar to tighten the wheel bolts. This is certainly an in-accurate technique to exert an exact amount of torque onto each bolt, but since I was in a hurry, I did not wish to question or debate this established wheel and tyre fitment centres’ techniques.
I returned home shortly, and immediately decided to check the torque on my wheel bolts. So I grabbed my metric torque wrench (set it to 120NM) , an extension and a 17mm socket. I started at the back and noticed that some of the bolts were over tightened and some under tightened. I corrected the offending bolts and moved onto the front. The left front wheel had bolts similar in case to the rear while the right front is the crux of the issue. With my torque wrench set to 120 Newton metres, 3 of the 5 bolts were over tightened and 2 of them would not receive any torque at all. I removed the bolts and the wheel to assess the damage. All 5 bolts had damaged thread and the hub had too been damaged. With the two majorly damaged holes adjacent to each other, the subsequent damage rendered the car un-drivable and un-safe. From my inspection, the damage seems to have been caused by combination of cross-threading and excessive force used.
For the next few days I had to borrow a car in order to perform day to day activities while I attempted to sort out the situation. So that Monday, at my earliest convenience, I went back to Dunlop Zone Elarduspark to discuss and illustrate the issue. I brought with me the damaged wheel bolts to illustrate what had happened, since I could not bring the car with, in its damaged state. I discussed the issue with Gideon Van der Merwe (Acting Store Manager), but his immediate pre-disposition was to shrug off the validity of the accusation and deny accountability. I further explained what had happened and that I found his judgement un-acceptable. He then dialled the manager, a man named “Gerhard” who Gideon suggested I speak to. Gerhard was more understanding of the issue over the phone, but was not physically at the store at that time and could only promise to contact me the following day to resolve the issue. I left my cell phone number and email address with Gideon for Gerhard to contact me.
Once again, Dunlop Zone failed to deliver. After a week of no contact whatsoever, I decided to call up Dunlop Zone Elarduspark. I got through to Gideon and asked why I had not been contacted by Gerhard. Without falter, he told me that Gerhard had decided that there was nothing they could do about the situation. Once again, I reiterated how this was unacceptable but Gideon was firm in this decision and would not budge.
So what has this little incident cost me:
1) Front wheel hub assembly: R595 (Bemow Automotive spares)
2) Replacement bolts (used): R100 (please note that I still need to special order the individual “lock” bolt)
3) Labour for fitment of wheel hub assembly: ~ R400
4) Special Tool hire: R100
Additionally, the new rims that were fitted have too been damaged. The insides of the bolt wells have been significantly scraped that I can see it from over a metre away. I am almost certain that the "technician" used the incorrect socket that was too thick for my specific rim. Also, I have white scrape marks on the inside of my rims. This is where the "technician" has scraped off the old balancing weights and associated double sided tape. The silver paint has actually been scraped off of the rim.
Besides the financial implication, the customer service, or lack thereof, I received from Dunlop Zone Elarduspark, was absolutely unbelievable. From the initial response of the store manager towards my accusation to no response whatsoever from Gerhard. Does professionalism mean anything to this company!?
I do understand that mistakes do happen, but I will not tolerate lack of accountability. Currently, I am despondent and severely regretting making use of the facilities at Dunlop Zone Elarduspark.
Based on the current resolution established by Dunlop Zone Elarduspark, I will not be making future purchases or service utilisation from the service centre, its associated service centres under the “Dunlop Zone” brand name as well as the Dunlop tyre brand by pure association. Additionally, I will not hesitate to convey my experience to peers, local communities, online forums and applicable social media.
I have tried emailing Dunlop Zone's Head Office (Over a week ago), and they too refuse to respond.
At this point in time, I feel like the only solution is for me to go and find the offending technician, beat the hell out of him with his breaker bar, and turn around to Dunlop Zone and tell them that there is nothing I can do about the situation.
Thoughts?:rollsmile:
