Customer and viewers outraged at our last video of damaged goods!
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- Опубліковано 27 чер 2024
- We get the new Xpeeding conrods for the K16 Rover build and we are once again not disappointed, we get building the CVH RS Turbo engine at last and we apologize to customer and viewers for the last video and the damaged goods delivered
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End of the day anything that is weighty should be palletised, strapped and heatshrunk IMHO. The detail and standard you do your work to
requires no less. 👍
And strapped down, my son was blamed for damage to submarine part but the courier left with it un strapped sliding about in the back of the truck.
Over my way, in NZ, Couriers wont take anything over 20kg. So, anything heavier has to be on a pallet or something else that works with a forklift. However, I still get nervous when sending something as I have no control over what happens in route. Maybe I just should stop watching UA-cam horror stories :)
People who have built engines for yrs still have that ass twitching moment when you first turn the key it never goes away
I worked in transport industry for 15 years, working in storage and shipping... I never said in the last video, but I have to say I would NEVER send anything of this size and weight in a cardboard package.. minimum of a crate, and preferably palletised.. so to me any damage is a combination of you and the carrier, , in their case, because they accepted the goods to carry.
10:35 Forgot to hit the record button. It happens to the best of us. "At Barum Engines, we do it right, because we do it Twice!"
Every engine I’ve ever built my arse has always twitched the first turn of the key, and I don’t think it’s a bad thing as it makes sure you do things properly!
"Which is fair enough, maybe we should have done" .... no, you absolutely should have done. Stop with the "I don't know how John packed it" etc, just own the problem and improve in future.
Not to put a sharp heavy head in a bubble wrap box is not something you should be learning this late unfortunately.
Have a local carpenter shop build three or four different size shipping boxes. You can also buy boxes on line.
Don't forget to get wood and wood screws as well as hard foam to brace and cushion the engines in the boxes. Just make sure that the shipping boxes are designed to work with a pallet jack. Some spray paint and stencils would be good, too. "Danger: Heavy", "Bottom stack only", "Handle with care"
Lee, about saying "to be honest". The implication is not good.
Throws John under the bus, well done.
I run an engineering company and we always make sure the packaging is idiot proof and appropriate to the weight of the item. We also always take pictures of the packaging and the parts to prove contents in the event of a claim. We have had instances where the customer has accidentally thrown out small items with the packaging and claimed they weren’t sent.
Couriers are reckless and do no end of damage, fair to claim your below standard packaging too if that's the case but for the customer to say he's lost confidence in you is very unfair, it's the package that's the problem not the work you did. Asking for a refund, what for the whole work!? You covering all shipping costs and rectification is spot on. Sounds like a chancer trying to use an excuse to take advantage to me.
I will say this.... Hats off and total respect that you guys have put the good and the bad on the channel, you could off fixed it and said nowt..... For showing us your fails as well as your superb workmanship i would definately bring any engine to you still.
And i think i speak for 99% of the fellas and fellets that watch you.
Wayne.😉
Very true. It clearly demonstrates that if mistakes are made, they will put it right.
Although in this case the right thing to do is to refund the guy without subjecting him to more inconvenience. Especially since he says they clearly made an error with the packaging
If an Item arrives in poor condition, the recipient can refuse to accept delivery and the courier will then return it to the sender, judging from the pictures, I am surprised the customer signed for it.
You must reserve the right to have the goods returned for rectification. If the customer refuses and has the work done by someone else and then sends you the bill then any claim he may have for this. or any compensation will quite rightly be rejected by a court.
It's extra time and effort, labor and materials to box things up for shipping for handling worse case scenarios.
I've taken the time to build wooden crates to ship things in so the objects cannot move, and then put the wooded crates into a properly fitted cardboard box. Especially when the items are heavy and their mass warrants a stronger shipping container incase it's dropped etc.
I know this makes life harder but otherwise we're rolling the dice when we ship something.
99 times without a problem, the hundredth time, whoops!
Part of the problem for shipping companies is that it's very difficult to find employees that care enough to handle items in the best way.
SOLUTION: Charge extra for packing and shipping. Then use proper plywood shipping boxes.
Total chancer. Take pics when packaged going into the courier Great channel
I may of missed something here, but the parcel that left your depot, was intact, and would of been scanned by the pick up driver, but when delivered, looks like its fallen from a plane, then the issue is with the Couriers to sort and pay, and not Barum engines
Sorry fella as an ex courier insufficient packaging will not get you out of jail on this one..... The terms with most couriers for lighter items say must be double walled box, as soon as they see a single box they just point to the terms, as said in my previous post on the last vid.....package it like its being delivered to Australia via a Rugby Training ground and you are close to whats deemed acceptable packaging. NEVER send anything heavy in a cardboard box, Wooden Crate all day..... You may get away with it a few times in a cardboard box but the one expensive fail will undo all the other times you got away with it.
"Bloody hell" is exactly what I said out loud just before Isaac said it!!
Whenever I ship stuff I take a pic showing the package with the customers address and send it to them. That way if they receive it in a battered or damaged condition they're less likely to kick off with me
I do that too mate, pictures/documentation Always beat conversation.
yeh we have to take pics at every angle before sending our pallets
I must admit Lee I think you did put much more emphasis on the courier rather than your own in the first video and I am glad you are now taking a bit more responsibility, If you package them well in the first place then you can put emphasis on the courier.
What is needed are shipping containers for complete engines, heads, cranks or what ever. Someone should design a metal container that knocks down for shipping back to your shop. We would never go back to shipping most goods without shipping containers. It would be a good class project for a training school to design a container system.
Always amazed when people get outraged when something goes wrong, mistakes, accidents, lost items and goodness knows what else happens, as long as no one is hurt and theres a willingness to correct the issue then whats the problem? Any one throwing there toys out of there pram over something silly is either a drama queen, living a charmed life and no idea of real life or trying to capitalize at some ones elses expense.
Business is a series of expensive lessons interspersed with hard work to keep the train on the tracks. Don't dwell on the problems (or the critics) but all the things that go right and all will be well. When you have had as many cock-ups as I have in business and still come out on top at the end of the day you realise that it is enthusiasm and determination that sees you through.
Fair play
You are doing what a responsible company does. I have had parts damaged by couriers say no more.
You don't understand you pay someone to fit it and it's faulty. Your covering the labour and the return
@@fredjames9867 ??????? Try making sense then I may understand.
I would be asking the shipping company for a photo of what they delivered, they ALL do it now, and bet the box was intact at that point
Doubtful, that was just plain crap pacakaging.
Stick to the agreed procedure.
It sounds the best way to reach the best conclusion for everyone.
It just gets better this situation.
1st of all. We aint scam artists i know plenty of idiots on here that comment without knowing all the facts. The cylinder head in question has been scribed with the cars registration number along with the flywheel before it was sent for our security
The head came bk full of engineering swarf as well along with a broken exhaust stud that wasnt bothered with. Ive been working with these redtop engines for years i have a collection of cars that run these engines hence being able to supply one of my own for the car.
We wont be sending anything bk to a company that treated it like that, and as for idiots commenting on the torn box, it fell to pieces when lifted out the van the driver was a witness. Ive got plenty of pictures but lee has only used the initial 2 i sent on receipt of the box. Ive already taken the hit for the cylinder head so theres nowt to scam
Just get it sent back and let them correct the work, no need to throw your toys out the pram.
@@rickluke6075No way I'd let Barum have it back. Customer is right.
I love the way he will blame anyone else and not just take it on the chin. All he kept saying, 'lessons have been learned'. This is a company I would never use for anything judging by what I see.
@@richrdlewis6278That's right, I live local to Barum they have a terrible reputation, the swarf left in engine parts is something they have been doing for years. The business was bad before Lee and John took over, since then it's got much worse. The majority of the work comes from UA-cam, very few locals will use them, UA-cam was their way of keeping the business going I believe. They don't give a monkeys about doing any job right, it's all about speed and profit.
You are handling the warranty in a common way. No one will pay for someone else to do their warranty unless the original company sets that repair up with another company that they deal with. If you gat work done anywhere, it is their right to handle any repairs or replacement under warranty.
I totally agree with you saying you’ve asked for the item back to rectify the problem. So he has no right to ask for compensation or refund. But you said the sent it to you on a pallet or wooden crate. So you did send that job out unsatisfactory packed in just a cardboard box. P. S I don’t think you should have named who sent it out. Just saying.
No one is perfect if anyone says they hav never made mistakes it would be hard to believe we all hav in r lifes no matter wat we work at r do👍
You don't know how he packaged it? The photos show he packed it 😂
As for the damage, skimming it again will probably take off too much material as it may have had work done prior to your last skim already.
Just sort out the customer out otherwise youl end up going through court again and paying out.
Don’t think you’ll ever loose the butterflies in your stomach when you start an engine from the first time, if you did I’d say you don’t care!
You'd have to be on the far left of the Dunning-Kruger Effect graph.
I've packed a vinyl LP better than what was sent..
Use triple wall cardboad boxes - very robust, or a wooden crate.
That's what we use. We pay for them custom made, worth every penny.
in the last video you said the customer put it on a damned pallet, packaged up etc for delivery to you. And your company returned it in a cardboard box. That's not good enough and I totally understand his loss of faith in your company. YOU NEED TO DO BETTER!!!!!!!!
Absolutely correct to have the items back to rectify. Not being funny, but how do we know the work you did is now in a car, and the pics are the person's attempts to get the work done for free. Always reserve the right to rectify.
Unfortunately we live in a world where it's most wise to trust no one when it comes to matters of business, of money. I can understand someone who gets so frustrated that they no longer want to deal with a business and then them making demands. The trouble is that this is also a way that people scam and steal from others. It's never wise to simply give the person the benefit of the doubt and open the checkbook on demand.
The old saying, 'believe half of what you see, and none of what you hear' always holds as sound wisdom.
@@fredflintstone8048 Concur with your last sentence which I held dear until the advent of Artificial Intellegince (AI). Unfortunately, going forward the saying should be modified to read: 'believe none of what you see, and none of what you hear'. How sad.
Not sure how it works over there, but in Australia the law is that any complaint MUST be referred back to original supplier for rectification before any request for refund etc is asked for. The supplier may decide to refund or they can fix the issue. Shit happens but stick to local regulations.
The courier company should have refused to transport a package that was not up to the job, but absolutely you have the primary right to make the repairs. The damage looked like someone had dropped it from a great height. We know these multi drop guys have up to 150 drops a day and they don't get paid enough. We even see our posties round here delivering on Saturday and Sunday, as they are swamped, -despite Royal Mail claiming otherwise.
😎😎😎😎👍👍👍👍Top vid as always Boss..
I have worked on 2 varieties of k16 one was the rover which most people know and fear and the other was the kv16 Cummins 38 litre 16cylinder 2000hp unit just the way God intended engines to be made memory lapse they were 50 liter not 38
you should be given the chance to make it right!
There's all sorts of items you can get to fit into a package to see if it has been banged, inverted, soaked etc on arrival. so that's something to think about
Poor old John thrown under the bus
As an employed accountant for a business selling repro, NOS, reconditioned, modded, etc, it was decided to add 3% as insurance. Customers could opt out. If a customer wasn't happy with parts they had insurance on, we let them keep it and sent out another. It worked for them and with me doing the book work in 4 years, we were way ahead.
I had a VW aircooled transaxle rebuilt. Outbound I wrapped it in several layers of cardboard as I didnt have anything else. On return it was covered in a tarp, ratchet strapped to a pallet. Somebody dropped it en route and fortunately only the bell housing was smashed. The rebuilder sent me another bellhousing , much better protected this time. The workings of the gearbox seem to still be OK about 30k miles later.
When I was sent a long block engine by another supplier, it arrived bolted to a custom steel frame, that surrounded the block, which was then used for the return of the core engine.. and that was for something worth only £3000..
I can't believe that any hydraulic clutch could be as fierce, hair trigger-like as a 1980's Ford cable clutch. We got used to them (the cars were great fun) so get practising! 😀
I sent a Vase (Glass), via ebay. Wrapped it in a Asda polly bag, and sent via courier. Those pesky EVRI guys only gone am delivered is smashed. 10 years positive feedback down the tube.
It is common business practice that the 'contractor', in this case Barum Engines, is given the opportunity to rectify the fault or damage. If this ever went to court for a claim then the courts will probably fall on the side of Barum Engines being give that opportunity to rectify matters. In exceptional circumstances where rectification is carried out by others then the customer must prove that he has obtained a bone fide competitive quote that will usually require getting 3 quotes from other contractors. If the part was packaged to a reasonable standard that is commonly expected for the type of goods sent then there would be a clear claim against the carrier, who also has a duty of care.
Hi Lee. Why not use a reduced, sliding fit pin, for your dummy builds of the shrink fit gudgeon engines. Keep up the good work.
👍👍
Oh just had another wild idea, start a contest for your viewers to design a shipping system, the winning design could be patented, and the rights sold.
You could always have boxes made up for the heads but it would only add to the cost of the job
I would pay the extra to have it wooden created definitely a option for Lee to consider
I would be changing the carrier
0:41 DO NOT USE MAXPEDDING COIL OVERS ON THE SCOOBY DOO go with Tein they may cost a bit but are so worth their money
Hi
I have personally ordered loads of stuff which has been delivered by various couriers and most of the time it's OK but occasionally packaging is damaged parts are missing or damaged, shit happens not every one is careful. Also I have ordered pistons from mercedes and had to send them back for the same reason damaged in transit it took 4 attempts to get a set of pistons and that was from a dealer. And just sometimes customers can be awkward just because they can
Keep.ip the hood work
Some couriers insist on taking photos of the delivered package.I had one who said I couldn't have the parcel unless they take a picture of it in my house.Perhaps you could contact your courier to see if there is a photo of the delivered item and see what condition it' was in.
I really enjoy the channel and your honesty refreshing to hear. However do you think it was fair to throw John under the bus with the packaging. Poor old John. We didn't need to know it was him and perhaps a bit of collective responsibility as in 'we' may have not packaged it up properly would have sufficed.
Things happen. Its how you make it right. At the end of the day it still comes down to the courier. You paid for a product to be delivered. We have all had materials, products sent by the post and it ends up damaged. Like everything else you have good couriers and total crap ones......
You can send parts like that on a non pallet service, if you used proper packing materials, big bubble strong bubble wrap, proper heavy duty thick cardboard box and and packed so it can't move inside its packing, but good packing and via pallet is a better option.
As standard you have to be given 1 chance to rectify the issue, but can easily see why the customer doesn't want you involved certainly in the shipping side of things, the company has dropped a massive bollock all round, even if the guy wrapping it was the work experience kid, a company that deals in items that are very easily rendered useless by very small amounts of damage should have very strict standard on how things leave, well equipped with materials and a quality control process after the fact, not having these and being the boss this is all on you
Isaac, Duncan Graham will more than likely have the breather pipe or know where will have one. He's the man for the EJ20X 👍👍
Did he semd you pics of the damaged engine parts?
I had parcel delivered last week by Amazon where the van parked to my front door is 25to30 feet and the driver dropped it 5 times then kicked it the last 5feet to the door
Your trade seems more agro than it’s worth, court cases etc etc. either that or people using your trade are just a pain in the Arse!!
Answer me this....
When the package arrived on the customers doorstep looking like it had been rolled down 25km of bad road,
WHAT WAS THE CUSTOMER'S THOUGHT PROCESS WHEN HE ACCEPTED DELIVERY???
Obviously the couriers WOULD NOT have accepted the parcel in that condition !!!
That would have been the time for copious pictures and (for me anyway) one VERY IRATE PHONE CALL to the courier company's head office.
And then a call to the sender along with an email attaching all the photos.
And based on that, probably a refusal to accept the parcel and a "Return To Sender Due To In Transit Damage" order.
Here where I live, when a courier picks up (or when you hand in) a parcel, they take at least 5 or 6 photos and those go onto their tracking system.
I suppose that the UK does not work that way.... YET.
Having worked as a courier I can assure you that if that lump was on the warehouse floor in the morning I'd still have to take it out and get rid of it - preferably without seeing the recipient, meaning if I either know when the recipient isn't going to be there or can leave it somewhere without being spotted, that would be the best. Of course when the customer finds the lump they can then begin the process to get us back to pick it up for return - however.... my only concern is to get rid of it in the first place. Having to take a refusal back to the depot is a blot on the courier company records.
@@ouroborosirvington Your argument holds true if the item is delivered without an acceptance signature. Items that are of value usually require the recipient to sign for the parcel.
Subaru engines unless machined properly only last a 1000 odd miles if that.
Regarding the Honda clutch could the original bike clutch master cylinder be used? including possibly the original slave cylinder if you have not already done so. The original clutch can be used with a single finger and it is beautifully progressive on the bike. Or is it a question of the clutch pedal pivot points being not in the ideal location? I have a blackbird slave cylinder setup (carb)which I would post free of charge to you if can make use of it, cheers David
Shit happens ? Your fault there fault dont make a song and dance about it, get it returned back ASAP sort the engine get back to customer sort the why's and where fors after. Sometimes easier said than done but customer is always right ✅️
Look at your courier's Ts & Cs , You will find a disclaimer regarding packaging.
No transport company accepts responsibility for that unless they do the packing.
Check the courier’s pictures to see they match up I would not except a package looking like that should be claiming of the courier company
Cheeky of you to even consider making videos that don't invoke a certain level of drama causing viewers to yell and scream at the computer and furiously hammer away at the keyboard. Oh, the outrage!!!
Hard crate on a pallet no other option
Use pp packaging very resistant,
Talking of the max speeding rods .. when was the last time you had a engine throw a rod.?
I sold a 5 cylinder Volvo v70 to a guy , he was flat out in 3rd and put it in 2nd . Number 4 rod came through the block , quite a drama on who is to blame , untill his son spilled the beans by mistake to his social media account 🎉😂 Darwin award time .
Yes the multilayer gasket, has he got the Loctite though? or has he forgot?.. I never liked the multilayer as it slows the car down definitely slower than the standard gasket.. Those tensioners keep failing on me too and then its a full head rebuild.. definitely need the 500bhp/ 9000rpm upgrades from lee connor then we might see 60mph in 1st gear rather than 48mph 1st gear BRM..
Getting it back is crucial. He may have installed your head and sent pictures of the damaged one he had on the shelf repackaged in your box. Are you marking the parts you work on to identify them as has been suggested in the past?
Have you seen some of videos floating around when courier's handle parcels like airport baggage kicked from pillar to post
Don't always belive the photos Lee see the part first then go from their
I’m all for full transparency and the descriptions of the work you have in the shop but, your channel has seemed to reveal the everyday life of a machinist on break. Please show some actual work being done. Not just tell us what you did off camera. I started watching your channel over a year ago and it was because of you doing work. Now it’s becoming a back and forth podcast with Lee and Issac
John hung out to dry on UA-cam. A complete lack of class.
Just to cover yourselves take pictures of your packaged items before collection..
So you got it back and removed more material. I wouldn't be happy
The gorging of those parts weren't done by seagulls, looked more like vandals taking a look inside for valuables! Just my opinion fellas
Great video and your dead right in having the items back so you can rectify it.
He knows that’s not y’all’s fault. How can shipping be you fault. I’m willing to bet he damaged it himself. He quickly wants his money back . Not even allowing you to make it right . ! File the lawsuit first . If you ain’t fist your last
Wooden boxes on a pallet for all engines
I have to say that I'm a bit unimpressed that you have, AGAIN, pointed the finger at John without giving him the chance to respond. It would have been more professional to acknowledge that mistakes had been made, and they were being investigated to ensure that everyone learnt from what had happened. There is no need to name anyone and potentially humiliate them.
You must have been watching a different video then I was as I didn't hear him blaming anyone and he also said that it was their fault. Some people just love to pick negatives and you must be one of them.😡
Who cares that you are unimpressed?
I don’t even watch the videos any more, just read the comments. Lee has obviously used the customers pallet for a cozzy customer or used it in a fire pit. UA-cam must be paying better than machining on post Victorian machines or you wouldn’t do it. Popular UA-camrs work the system which is why your always saying like and subscribe. Pity you’ve turned into a drama queen . 6 month MGB court saga, UA-cam paid for it. The victims your subscribers wasting countless hours and comments, Lee your playing us all.
Read this and copy:
We don't offer refunds on work carried out. If you receive faulty goods, we require the item back to inspect and accept, if it's damaged - liability. If we accept liability we will correct the work and deliver the goods again in a satisfactory condition.
Spot on!
Your argument wouldn't stand up in court, I suggest your read the consumer rights act, which is weighted in favour of the customer
@@robertburrows6612 a service is not a product. It's a custom piece of work, and as such, is not eligible for refunds
You know what Lee. In the interest of customer satisfaction, I would refund them.
Yep he's made himself look like a con man . Blokes paid good money for poor service
I'd like to see you pay for something you haven't seen in person and just seen photos of. I'm not saying its not the head that Lee has sent back to them but it really could be. There are people out fit for it.
The customer is an idiot , you offered to rectify the problem ! If he does not send the stuff back, then his problem !
I think it’s a shame that you named and blaming John rather than just saying that a mistake was made in packaging the head
Looks like another chancer has seized the opportunity! The old "lost confidence" trick has been bought in to play. Stick to your guns Lee, like you said, there is a process. I would refer the customer to the courier as if the goods left yours in good condition and they (allegedly) arrived in a damaged condition, then I can't see how it is your fault! As for the "they supplied the customer wirh a head they had in stock instead" - That screams to me "I found one cheaper elsewhere that I could make more money on, so i'll kick off about this one and try and get my money back" type of scenario. I've encountered most types of scams (and worked for a few places that have tried this) and it doesn't pass the sniff test with me......
Spot on m8, and written better than i would off!
To my mind, only part to blame is courier, if they accept package to deliver, from that point it is their responsibily to do so, and deliver that parcel unharmed.
And other part of this, it should be better way than carboardbox and bublewrap around that heavy article.
Have seen those "foam supported" items unpackings, really heavy ones too, in different casings, cardoard, plywood and real wooden ones. Also make a gradle for shafts and similar, to be shure they are still in perfect when customer get it.
And one more thing, sorry, tell your customers, sending part back with courier, is by cost of packing and courier fee. Or pick it free from shop.
Because we all know how it is today, post or courier, they just dont care anymore.
On that part of life we all know, it was better in "old days" you send, it was handled of unharmed.
I've been the warranty agent for a company a couple times, and there is indeed processes that must be followed unless the company, either us or you just want to fork over the money. It could be everything from a scam of some nature, to very real and unfortunate event. None the less, there is a process and every time a customer didn't want to follow that, honestly, they lost. My question at that point was always, "what are they hiding?"
That said, there is indeed a large degree of responsibility on the head of the carrier, the product was damaged while in their care. Don't kick yourself mate, life happens and stick to your policies. They exist for a reason. If the customer doesn't want to do their part, that is a red flag, either lazy, scam, or dare I say snowflake. Just my opinion from 50 years in the business.
Ask the courier company for the photo of the delivery they did with the head and flywheel, every courier company takes photos for proof of delivery now, also how do you know the damaged head and flywheel are the ones you sent out ? Take nothing for granted because there are chancers everywhere and at the same time there are genuine customers who have genuine problems, you got to make sure who is who.
You might have wandered in to a politically delicate so to speak situation. Wow.
I’ll just keep the head with me and you give me a full refund. That’s not going to happen. Have you got proof that the courier damaged the parcel? How do I know that you didn’t do it yourself just to get a freebie? TRUST NOBODY!
Lee, when talking about situations that have affected customers it’s “we” or “Barum Engines” the company, not “John”. Don’t personalise a negative! Since you have seen the packaging and acknowledged that the feed back in the comments is fair, that seems to indicate that the customer has a strong position from which to ask for a refund. If you had sent the goods back well wrapped and on a pallet and somehow mysteriously damage had appeared, then yes ask for it to be sent back for inspection. I’m really unimpressed and sadly disappointed in your approach. You can’t say that there’s a procedure you have to go through, it’s your company so overrule the procedure and take the hit. That will encourage “Barum Engines” not just “John”to ensure goods are shipped with a high packing quality at ALL times.
The company holds liability for John's packaging mistakes. All John can do is learn from his mistakes and take responsibility by learning his lessons and improving.