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[danny1wing]

can  anybody  tell  me  how   I  can  get  spare    parts   for  my  tvr  steam engine    mac model  dose  not   answer   Email    nor  phone     if  you  sell   steam  engine  you  wood  think  you  can get  spare  parts   cant  contact  USA      anybody   plz

[boneash]

This of any help? 

Graham Industries

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[/size]Mail:
  Graham Industries
  PO Box 15230
  Rio Rancho, NM  87174-0230

FAX:
  (505) 715-4527

Email:
  [email protected][/color]

[BarryM]

Assume you mean Macc Models? I have spoken to and emailed Joe Poulton recently regarding Graham's TVR and found him both very helpful and accessible. Suggest you try again.

Barry M

[steam up]

Macc models made assurances that they would contact Graham Industries to sort things out (said it would take a week or so )That was 5 weeks ago!!!!!!
Contact direct with GI is total waste of time.I am sure that Macc Models as the agent for GI could open up a kit to provide the spares if they really cared about customer service. Danny1wing is now looking to purchase an old TVR for spares and has all but given up on GI.
Danny1wing has purchased items direct from Macc models and has had excellent service I can only assume that the issue is with GI and is out of the control of Joe Poulton or he is not at liberty to say what the issue is.

[BarryM]

Danny,
Macc Models is a one-man, four-days-a-week, operation that I have dealt with for years; mostly nuts and bolts, steam fittings, brazing rod etc. and always received the goods in short order. Any emails I have sent, have always had a reply.

I ordered a Graham Industries TVR1ABB engine earlier this year and it was dispatched promptly. On checking the contents, I found several screws (pre-packed in the USA) missing and advised Joe Poulton of the deficiencies by email. I got a quick reply saying that he would sort it out. After a couple of weeks had gone by without word, I telephoned Joe to discuss the problem and he advised that he was still waiting on Graham Industries to provide replacements. It appears that it is not a matter of Macc Models contacting Graham Industries who then pop missing bits into the post. Graham Industries, which I believe is another one-man business, has a shipping schedule and does not deviate from it. You want something in the UK? - You go in the queue and GI will sort it out when it's your turn.

To his credit and without prompting from me, Joe offered to take the parts from another kit and send them to me together with a reply-paid padded envelope for return of the original parts supplied. This duly happened and resulted in me being a satisfied customer again. However, it also left Joe with a kit he couldn't sell until he got the correct parts from Graham Industries. He could do the same for you but, if there is a QC problem at Graham Industries and we are not alone, then he could be left with several kits lying on the shelf which could not be sold. This is only conjecture on my part but I suspect there is some truth in it.

The signs are that the bottleneck - and thus the solution - lies with Graham Industries and Macc Models are at their mercy as far as shipments are concerned. I can only suggest that you keep (amicable) communications open with Joe Poulton who will do his best to sort the problem. He knows that small businesses like his can easily be damaged by bad publicity and it is in his interest to achieve customer satisfaction.
Regards,
Barry M
 

[steam up]

Very nice that you have responded Barry coming to many of the conclusions that I had reached however the response really needs to come from Joe or GI. As I said Danny has had great service from Joe in the past however on this occasion customer service has fallen well below the standards that one should expect even from a one man show.
If one was eating in a restaurant and a meal was disappointing you would raise the issue with the waiter, in such an instance you would not appreciate the waiter saying its the cooks fault or saying they would deal with it then ignore you.
I hope that other considering purchasing this engine (they are in fact a very powerful little engine ) take heed of the issues raised and can then make a informed decision on whether to proceed with the purchase or not.
Mark

[xrad]

You can buy right from Graham's website.  Usually, shipping is VERY fast. I have ordered engines and parts several times with no issues. BUT, don't expect replies to any emails or returned fax/phone calls (in fact, I suspect it's their policy).

[Jerry C]

I go along with xrad. I ordered an engine via email from GI. The engine arrived promptly with a detailed receipt. Later a part broke totally due to my error. I ordered a replacement by email and asked him to invoice me but supply the part asap. Three days later three parts arrived with an foc  invoice. Never any communication but who cares.
Jerry.