Olsen's Tours and Training Blog

In April 2010 I was looking to fit a winch to my Nissan Patrol Ute. It had been more than 25 years since I had a winch fitted to one of my 4WD’s. I am not a fan of electric winches and never could afford an hydraulic one. Given the terrain I travel in and the number of water crossings I do, winches just don’t last. I welcomed the Tigers11 winch when it came along because it gave me the opportunity to take a risk without risking too much money. In other words, I could spend less and if the winch was a failure, I’d not suffer as much financial pain.

Before I purchased the winch I asked the retailer about its reputation for being water proof, and I was assured it was very waterproof. Not believing for a minute, it would be any better than any other winch I owned I figured at least the reassurance of the retailer means I should be covered if it failed soon after purchase- it didn’t. The retailer happened to be an online store, but that is quite irrelevant. I knew the store quite well, and it had and still has a good reputation.

I ordered and paid for the winch without any trouble. The communication between the store and me was courteous, friendly and helpful. When the winch arrived I found a small cover on the switch broken and contacted the retailer to get a new one under warranty. I was advised by the retailer that Tigers11 insist that all warranty claims go direct to them, that the store in other words did not support in any way the warranty. That the purchaser must go direct to Tigers11. I was not only disappointed that I had to contact someone other than who I bought the winch from, but I advised both the retailer and Tigers11 that the arrangement was in contravention of Australian Consumer Law- Apple recently faced the same problem and it made big news. The ACCC says “consumers are entitled to seek a remedy from the seller or service provider and businesses must honour these obligations.” Now I hasten to point out that I was told, that it is not the retailer or reseller who is insisting on this approach to warranty- it is Tigers11. This is just not on, and it contravenes consumer law in this country.

Eventually the reseller helped me and a new switch cover was obtained. The winch went into service on my tour vehicle up until Feb 2011 when it failed. No problem- as I said I expected it, since my winches do get dunked quite a bit. Intent on servicing and repairing the winch myself, I contact Tigers11 directly because I knew the other approach would be long winded. I had an electrician friend determine the moor was the problem and the solenoid was working perfectly. I advised Paul at Tigers11 that I needed a new motor. His response in email was brief and not particularly informative or helpful but after a bit of back and forth I managed to get enough information to pay for and have delivered a new motor at a very reasonable price- well done Tigers11.

It took me a while to get around to fitting the new motor, as I was waiting until I did the next refurbishment of my vehicle including painting the cabin. At this time I removed the bullbar and winch only to find the solenoid had now failed- to be expected after sitting so long. I wrote an email to Paul at Tigers11 to ask about ordering a new solenoid.

I’ve reproduced the text of those emails below so they appear as a conversation- no content has been removed.

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HI Paul

I finally got around to fitting the new motor to my 12000lb winch, but now there are no clicks from the solenoid. Can you give me a price for a new solenoid please?
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Paul wrote:
$57 for Titan
$69 for Thompson
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David wrote:
OK thanks

Not sure what one is in my winch and if there are any complications to fitting a different one to the one that is in there so perhaps you best send me the one I have, whichever that is.
Oh and please let me know payment arrangements

David

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Paul wrote: $57 DELIVERED
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David wrote: Paul

I think you need to learn a little about customer service.
Please try to write a full sentence, perhaps even attempt a paragraph. Try to place yourself in the customer’s shoes. Think about what he may want or need to know in order to complete the transaction to his satisfaction.

For Instance. Here is how I would have replied if I was in your position.

”
Hi David

Sorry to hear your winch solenoid needs replacing. We can supply that particular solenoid for $57 delivered to your address. Could you please arrange to pay via (insert appropriate payment method here) and I will dispatch the unit to you immediately. Can you confirm your current mailing address is xx Octagonal Cres Kelso QLD 4815.

Paul
”

Now can you attempt the same, so I at least know how to pay?

David Olsen
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Paul wrote: ring 03 9761 6875 to 0rder

Paul
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Call me fussy if you like but when I buy something I expect a good experience all of the way. I expect the communications to be friendly and helpful.

I now have a TJM 12000lb winch with synthetic rope.