What terrible after sales
What terrible after sales
I have been a loyal customer of Ernest doe for some years however never again! After purchasing tractor from them with under deck mower, it lasted 1 and a half mower seasons before catastrophic failure of the deck. It then transpired that parts for the deck are not available, attempts to repair the parts only met with lethargy on the part of all concerned.
The whole sorry tale ending in total denial of any knowledge of the parts, and having to rant at the lazy salesman to get my broken parts back. Once they have your money nobody cares. Buy a Kubota not a New Holland.
Reply from Ernest Doe & Sons - EDMarlesford
Thank you for your review. We are disappointed to hear of your experience and take all feedback seriously. Following your comments, our branch manager has fully investigated your complaint and we would like to share our findings:
1. You purchased a New Holland tractor with a CNHi approved Lynx Engineering mowing deck and successfully used it for two mowing seasons. However, during the end of the second season, the gearbox suffered a catastrophic failure and then was operated further, which unfortunately exacerbated the damage.
2. Upon receiving the damaged parts, we attempted to source replacements. Unfortunately, we discovered that the original parts supplier had gone into liquidation. We escalated the matter to the parts manufacturer, only to find that they too had entered receivership, making replacement parts unobtainable through conventional channels.
3. As a solution, we offered to involve a specialist engineer to assess and machine replacement components from the existing damaged parts. We were clear in advising this would not last the lifetime of the unit, but a practical solution potentially extending usability for another two seasons. You agreed to proceed, fully informed that the process could take some time.
4. More recently, you decided not to go ahead with the engineering solution and instead requested the return of your parts, with a view to exploring a trade-in for a new unit. We retrieved your parts from the engineer for your collection.
5. Regrettably, when you came to collect the parts, you arrived in a state of considerable distress. The manner in which you conducted yourself, including driving through our premises at high speed, created concern for the safety of our staff and other customers.
We are especially disappointed that at no stage did you request to speak with our branch manager, who was not in on the day of your visit but has since reviewed the situation and would have been more than willing to assist.
We sincerely hope you will consider reaching out to him directly so we can discuss this matter further and, if possible, find a more positive path forward. We value all our customers and remain committed to providing the highest level of service and support.
Kind regards,
The Team at Ernest Doe Marlesford