Wingfield, Australia
9-11 Hakkinen Rd
N/A
+61 882138900
I purchased a new/ demo SC372 stump grinder (24hrs on clock) approx 4 years ago. It had only done 400 hours, immaculately maintained, only serviced by Vermeer and wasn't due for its next service for another 150 hours. Was removing a stump, suddenly heard a loud knocking and before I had time drop the revs the conrod let go and blew a hole in the front of the engine, completely destroying it. I immediately spoke to Gareth, who sold me the machine and he transferred me to another staff member to organise a repair quote. 2 weeks later they provided a quote for the exact replacement engine for just over 30k! I had to forfeit the existing engine, and that didn't include installation. I emailed Gareth asking why it was so expensive and if he could help me out with a better deal and got no reply. I got two more quotes for the exact same engine. supplied and installed were both under 10K! Ended up using Tree Care Machinery who did a great job and gave me reduced hire rates on their stump grinders while it was getting fixed. Typical all smiles from Gareth and the team at Vermeer when they're selling you something, then disgraceful service when something goes wrong. Obviously will be sticking with Tree Care Machinery from now on.
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Terrible customer service, or what passes for it. Don't honour their warranty. Kept an expensive part and "lost" it, never to be replaced or reimbursed. Sold us a machine they now say doesnt exist. Warning people if you can deal with another company then do so, otherwise deal with at your own risk, be vigilant and get things in writing. Thats what we should have done. Dont leave parts with them if you can help it, they may get "lost".
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