Paul, I agree. Since 1990 I spent my money exclusively at TRF, but twice I
bought parts that didn't fit
door seals for my TR3 tyhat stopped the doors closing, and a TR6 rear hub
the wheel studs wouldn't fit into. When I complained, Charles had the
courtesy to reply, but was rather arrogant. The last time I tried to get
Dave Hagenbuch he had left,so blame me for that rumor because I didn;t know
he came back. Before he left he was virtually unobtainable because he was
on Level 2 sales.
Lasst month I got quotes on a tan interior kit for my TR8 and was told by
a level2 they were in stock.When I ordered them a week later I was told
they were unavailable since 1989! I promptly bought a set from a competitor
that were made io the UK and matched TRF 20% off price.
ISorry if I offend the list, bnut Charles is a great salesman!
Stuart B. CN195592
'74 TR6 & '80 TR8
----------
> From: Paulsv@aol.com
> To: triumphs@autox.team.net
> Cc: TRFmail@aol.com
> Subject: The Roadster Factory: Customer Response (long)
> Date: Tuesday, March 04, 1997 10:46 AM
>
> In a message dated 97-03-03 23:44:24 EST, lseidman@erols.com (Lenny
Seidman)
> writes:
>
> >Here we go again! Instead of putting your/our complaints about a
> >supplier and how they conduct business or starting rumors about them on
> >the list why don't we all just reply directly to each other in areas
> >such as these instead of getting a large heated/flame discussion on the
> >list. That way no one will get insulted, look like an ass, or influence
> >other list subscribers with our biased opinions.
> >
> >
>
> The list is a very important tool for those of us in the LBC hobby to
share
> information that is of concern to us all. This certainly includes
> information about problems with suppliers. Through this list and VTR,
and
> other car clubs, we consumers can unite and protect ourselves. This was
not
> possible in any effective way before the internet and this list, and, as
an
> aside to MJB, for what we recieve, we are truly grateful.
>
> With respect to TRF and Charles' response:
> 1. While I think it is clear that CR and TRF are committed to this
hobby,
> and to supplying quality parts, it is also clear, to many of us, that
they
> aren't as good as they used to be. A few cases in point are the
backorder
> problems, and the failure to have a decent catalog for the TR3.
> 2. For my first 10 years in this hobby, I ordered all of my parts from
TRF
> (and many thousands of dollars worth) even though they were a little
more
> expensive. I did this because I perceived that they were reinvesting
that
> money into new parts manufacture, which was good for the hobby.
> 3. TRF used to charge the same price to everyone. I considered this to
be a
> "quid pro quo" for my loyalty.
> 4. At some point, TRF began to give discounts to commercial customers,
and
> to have those monthly specials that went out with orders. To me this
> evidenced a real "what have you done for me lately" attitude, which I
didn't
> appreciate, since I was paying more for parts through loyalty.
> 5. At about the same time, TRF started selling Tin Tin books, hair
brushes,
> purses, etc., started pushing Teddy Ruxpin on us, and started pushing the
> Coventry Inn
> memberships. I felt that CR and TRF were now (especially on the Inn and
its
> memberships) trying to capitalize on the hobby and their customer's
loyalty
> without giving value in return. I felt that the extra money that I was
> paying for parts was now being spent on these frivolous things, rather
than
> being invested in new parts. This is about the time that TRF started
having
> problems with back-orders, advertising and having specials on parts that
> weren't available (e.g. the forever backordered TR6 choke cable and
radiator
> hoses) and quit publishing a comprehensive TR3 catalog.
> 6. In essence, I felt that TRF betrayed their customer's loyalty. I
wrote a
> letter to CR about it, and never got a reply.
> 7. Therefore, I resolved to treat TRF like any other supplier. If they
have
> the best quality, the best price, or the best service, or the combination
of
> the three that I am looking for, I buy from them. If they do not, I buy
> elsewhere. I never accept a back-order if someone else has it available
at
> ANY kind of a reasonable price. I believe that if everyone did this, it
> would be best for the hobby. Competition will make TRF a better
supplier,
> and Moss and others as well. Incidentally, Moss spends a lot on parts
> development too, although they don't crow about it as much as TRF does.
> 8. Finally (and thank God you say) this response from Charles was a very
> long time in coming. Isn't anyone at TRF interested enough in ther hobby
to
> monitor this list? And frankly, I did not appreciate either the tone or
the
> content of his response. I don't think that he understands the problem
that
> some of us long time customers have with him and his company. I would
have
> been a lot better disposed to TRF if he had said, "Yes, we have backorder
> problems and we'll fix them. We'll get you a TR3 Catalog, and we'll quit
> spending your money on frivolities." CR and TRF can do whatever they
want
> with their company, and their money. So can its customers. It's called
free
> enterprise, and it works even better when the customers have a forum like
> this list to share information.
>
> Soap Box Mode now off.
>
>
> Paul Vander Woude
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