Customer Service Warning

[mk1_salami]

I'm not one to make posts like this light heartedly, but after my dealings with Richard at Aquamist today I'd like to give some insight into the support or character of the man behind what seems on the face of it like a top class product.

Up until today everything I've seen and every post I read by Richard was very helpful and I felt confident that he could help me out with getting a water/meth set up in my car.

The kit was originally purchased a few years ago (2011 it turns out) to be installed in an s2000 race car. The race car never happened, and it lay in the corner of my best friends workshop until I decided I'd install it on my daily driver car (2014 BMW M135i).

So today I installed the pump, tank, solenoid, routed wires etc and all the necessary jobs in order to get the kit up and running. I did have some questions regarding the integration with my piggyback ECU (JB4) so I thought I'd give Richard a call to get his advice.

I called today and was told the controller box I had (HFS3) would not work with a direct injection engine and I should be looking at buying an HFS4 controller box instead. I said on the phone I found that a bit disappointing, but if needs be I'd purchase a new controller box. Richard advised that if I send him over my serial number he would organise a discount.

So I took a photo of my serial number, and also a picture of documentation in the box which indicated this controller box might work on direct injection engines. I sent both over to Richard, and heres where it all gets a bit strange. Over email he calls me a liar, and suggests I must have planted this piece of paper in the original box. I was a bit bewildered at this point because I had absolutely no reason to lie. I was quite happy to purchase the new controller box (as stated in the email).

What followed was what seemed like a witch hunt to determine 'the truth' and all along insinuating I was lying and had some hidden agenda. I've attached screenshots of the emails so you can see for yourselves what a strange set up this is.

As I said at the beginning of this post - I'm not one to write posts like this, or generally bad mouth anyone - but if I was in the market for a water / meth kit I'd wish I'd seen this before dealing with such a man.

Mods - Not sure if this post is allowed but I feel it's in the general interest of the forum. If not feel free to remove it at your discretion.

The emails read a little strange. In each pic read from the bottom to the top.

[parmas]

Graham you are missing the first reply of Richard but nevermind ....

Reading the e-mails seems that Richard is thinking that when Graham told Richard that "It could work" after Richard said Graham need to buy the new controller seems that Richard is pissed off due to like saying to Richard that Richard "Might" actually selling when Graham could actually work.

Seems a good story for the little one....

I hope the summary was good... Now Richard take care of a good customer like Graham.............. Graham/Richard shaking hands

Cheers

[Richard L]

I have seen this type of posts many times over the years. If someone did not get the right response from a manufacturer, the incrimination soon followed.

A manufacturer is not under any obligation to provide support outside the warranty period, usually runs for 12 months. Outside this period, it is offered at our discretion. This is one rare case I invoked my right not to proceed beyond this stage.

I like to be clear, the title "Customer Service Warning" is incorrect. The poster is not a customer of ours.

[parmas]

Richard, Graham stated clearly that he was going to buy parts from you. If he was not a customer he would soon be one.

Till now I didn't purchase any aquamist parts but hoping to for my next build. Should the above statement be for me aswell? I hope not....

[Richard L]

Re Graham:
We have many dealers that he can make purchases from.

Re You:
Which statement are you referring to?

[parmas]

Originally Posted by Richard L

Re Graham:
We have many dealers that he can make purchases from.

Re You:
Which statement are you referring to?

Statement : A manufacturer is not under any obligation to provide support outside the warranty period, usually runs for 12 months.

Graham made it clear he did not want to claim any guarantee/money refund, he wanted information/help to solve the issues he had with the Aquamist system and direct injection.


Richard, are Graham's e-mails above true or false ? If True, this issue is personal, at least that is how it seems, If false delete this thread ASAP

[Richard L]

The statement is true, 12 months support is plenty enough. Beyond this period, folks can post to this forum. See below:
http://www.aquamist-direct.com/warranty-support/

Lack of time to resolve his assumption of the original system should work with his engine based on a separate drawing came with the original box. As far as I am concerned, the drawing was not provided. Why should we supply a DI drawing to the original customer with a s2000 engine? This is not a personal matter. It is a claim of manufacturer's wrongful description of goods. This was how it escalated.

Matter is now closed. I will not post anymore.