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Why I Will Never Buy Another Tigers11 Winch- It has nothing to do with the product
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.
Just Two Places Left in Our Simpson Desert Tour
We are in full preparation for a great year of touring, and it seems people are keen to get out and explore with us. Our 8 Day Simpson Desert Tag-Along is almost full, with just two places left.
We leave Alice Springs on 9the June before heading down the old Ghan railway line to Chamber’s Pillar, Lambert Centre, Mt Dare, Dalhousie Springs and across the desert to Birdsville. Some people are choosing to join this 8 day trip with our 10 day Hay River trip, to make 18 days of desert travel with a few nights stop over in Birdsville.
You can learn more at www.djolsen.com
Northern Simpson Desert- Hay River
Stay tuned, we are about to post up all the blog entries of our Hay River Trip 2011.
Hay River Trip 2012 almost fully booked. Grab a space now. www.djolsen.com
Lake Poeppel to Birdsville
Once again I’ll let the photos speak for themselves. If you want to know about this part of the trip, you’ll just have to come and do a Simpson Desert Trip with us.
Simpson Desert 8 Day Tag-Along June 9 2012
One for the Girls Female Only Tag-Along June 7 2012
Our last camp in the Simpson
Group photo at the vermin fence
Tow-Ed 2012. Townsville, Rockhampton, Mackay, Brisbane, Caboolture
G’day all. Just a quick note to let you know we have some places for Tow-Ed training at Brisbane on February 25 and at Caboolture on January 22 and February 19 , Mackay on February 12, Townsville February 5, and also at Rockhampton on January 15 and February 19. Tow-Ed. Learn to Tow in Safety with Confidence. http://www.tow-ed.com.au
You could learn to do this in just one day! Phone us on 0747893289 www.djolsen.com www.tow-ed.com.au
All Female Simpson Desert 4WD Tag-Along Tour
We are pleased to announce we are running an all-female Simpson Desert Tour in 2012. The tour will be lead by a woman and be only for women. Support will be as always of the highest quality. Our guide Wendy will not only ensure you travel safely, but that you have fun as well. C’mon girls, get your 4WD’s ready and join us in June 2012.
ph 07 47893289 for more details.
Overseas 61 747893289
Canning Stock Route- Places Available again
The Canning Stock Route is a big undertaking, so it is not unusual to get some cancellations. The good news for you is that if you had been contemplating coming along with us in 2012, you now can. WE have places for two vehicles due to cancelled bookings.
Tow-Ed Rockhampton Friday Dec 2
G’day all. To allow for those who work weekends, we are having a special Tow-ED at Rockhampton on Friday 2nd December 2011. Tow-Ed. Learn to Tow in Safety with Confidence. www.tow-ed.com.au
You could do this with one lesson?
ALNF Wall of Hands Indigenous Literacy Appeal
wallofhands.com.au
Cape York 2012- Come Join us in August
Cape York is the ultimate 4WD adventure location but not the location you would want to tour unassisted, especially if inexperienced with difficult terrain. A tag along tour is the safest way to see the cape. Our tour begins at our home base, Townsville. We take a leasurely tour west along the original bullock trail through Thorntons Gap exploring some amazing history as we go. Our first overnight stop is at the Undarra Lava tubes. In the morning we take a 2 hour tour of these incredible underground formations.
We then wind our way up towards the Atherton tablelands to tiny town of Mt Garnett. From Mt Garnett we detour north following the trail of the old mining railway line to tiny Lappa Junction where we visit Australia’a only BYO pub. We camp the night in the grounds of the Espanol Hotel.
Detouring back towards the coast, we visit Mareeba and the lovely township of Mt Molloy before heading bush again towards the Palmer River goldfields. We stop on the banks of the Palmer River. Our bush camp beside the stream is a quiet place to contemplate the hubub of activity that would have existed here 100 odd years ago.
From our overnight stop we travel a short distance to a mining ghost town called Maytown. Travelling northwards again we stop in at many of the historical sites in the goldfields, before finding our way along the notorious Laura coach road. This road of just 43 kilometres will take 7 hours to negotiate but the views are worth it. Some of the best 4WDing on the Cape is on this road.
Once at Laura, we travel first south to the amazing split roack art gallery, then north again to old Laura. We venture into Lakefield National Park, where we camp the night. From Lakefield we continue up the Cape to Bramwell Junction where the Telegraph track begins. Of course the telegraph track is one of the reasons 4WDers flock to the Cape, and you won’t be dissapointed. Still if your vehicle or you are not up to the considerable challenge of Gunshot creek, we can direct you via the bypass. There are several fantaatic swimming and camping sites along the track.
Once north of the Jardine River, we head first for Bamaga and then on to the tip of Cape York. The walk along frangiapani beach and over the rocks to the tip is worth the trip alone.
The scenic route to our camp provides just a little more 4wd action prior to our three night stop over at Punsand bay. Our campsite is along a fantastic stretch of beach where we can kick back and relax, go fishing, take a tour to Thursday Island or Sesia or do whatever takes your fancy.
For some tourists, the trip to the tip is the highlight, but for us, we continue the adventure all the way back down the Cape again. We detour into Captain Billy Landing then take the frenchman’s track into Iron Range national park and to Chili beach. Once back at Lakefield you can go barramundi fishing at Kalpower crossing before we take another exciting 4wd track via Starke and Wakooka to the coast at Starke River.
From Starke River we wind our way towards Cooktown and the Endeavour Falls. Our base at the Endeavour Falls Park allows us to meet our host Willie Gordon who will take us on one of the best aboriginal rock art tours in the country. From Cooktown we slip southwars again camping at the Lions Den Hotel before heading down the Bloomfield track and weather permitting, the CREB track. We travel through the village of Dainteee and the small township of Mossman to our final destination Cairns.
Cape York 4WD Adventure www.djolsen.com
Olsen's Tours and Training Blog 