Xpanda Conversion
 SUPPLIER |
Xpanda |
 INDUSTRY |
Security |
| BRANCH / AREA | North Riding | COUNTRY | South Africa |
| TIME / DATE | 09:49 Mon 6 Feb | PERSON RESPONSIBLE | Quality Assurance #16 |
| CUSTOMER | Viraan | View all reports by user |
 5
 25
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| PROBLEM | Damaged Goods |
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| INCIDENT | Mon 6 Feb | ||
| HEADLINE | Poor Quality Control on DIY Alu-Glide Products |
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I purchased five Xpanda DIY security gate kits from Builders Warehouse North Riding yesterday. I've attempted to fit two of them as I am fairly skilled in all types of small-scale electrical, mechanical, civil and industrial installations. The first of the installations of 2.1m wide went on well until the final part of the procedure where the locking mechanism was ready to be fitted. The handles would not assemble easily around the locking barrel. Being a DIY product the engineering and manufacturing should be closely controlled - but it seems that it hasn't been monitored closely enough. This problem I can tweak, make it work and live with it. The second installation turned into catastrophic failure! After trimming the bottom rail and attempting to fit it a major manufacturing defect and quality control fail was detected. The neck of the rail tapered from the correct width on one end to too wide on the other. This meant that the nylon guides at the bottom would slide over only 70% of the rail and from one side only, obviously. I want Xpanda to contact me and deliver a replacement rail to my office or home in Randburg today else I'll be returning all 5 gates to BW tomorrow. |
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| SUPPLIER'S RESPONSE | Xpanda | Time and Date | 09:19:06 | Wed 8 Feb 12 |
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Hello Viraan, Hi Viraan Unfortunately the fault on this particular track seemed to have been missed by our Quality Control. This issue has been noted and the necessary steps taken to remedy the problem so that it does not occur in future. Disciplinary action has been taken against the staff involved. We thank you for bringing this to our attention so that we could rectify the problem at the source. We apologise for any inconvenience caused. My rep delivered a new track to you yesterday and a follow up was made and I believe you are now happy. Kind regards Tim Taylor |
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| CUSTOMER'S FEEDBACK | Viraan | Time and Date | 18:01:44 | Wed 8 Feb 12 |
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Quite Impressed:
Xpanda acknowledged the problem, accepted responsibility and have assured process enhancement to combat the issue. Over and above that Xpanda have gone the extra mile to deliver a new part directly to me at my convenience a day after my complaint. That is service delivery. Based on that customer experience I feel confident to use Xpanda products to secure my entire house. Xpanda, you can send a rep out to me to take measurements of other areas that I require to secure. |
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