From Southern Automotive
A lot of thought has gone into writing an appropriate response to this vent. We have always done everything possible to make all of our customers happy. We respond to any problems and provide product & monetary support when applicable and such support was provided to this customer. I think the last few communications between Southern Automotive (SA) and this customer will tell all.
After talking with Don’s repair facility on 5/28/08, we sent the parts needed to repair the damage done by a broken new 427 factory rocker arm shaft stand bolt. We sent by UPS 2nd day air a complete rocker arm assembly for one side, 3 pushrods, one set of rocker arm shaft stand studs and valve cover gaskets. Heard nothing until 6/17 when Don faxes a scathing letter accusing us of the following which he has posted in this thread:
1. Never told him what was wrong with first engine – When we learned he had a
problem with coolant in the
oil in the first engine, we responded immediately
and shipped a new engine to him via air freight within 4 weeks. We paid all
costs associated with the replacement. Although we shipped the replacement engine
on 6/22/07, Don held the first engine for almost 6 months before our freight
carrier could pick it up for return to us. Shortly after receiving the engine back,
we pressure tested and traced the problem to a pin hole in the top part of the Fel Pro
head gasket which allowed coolant to enter the valley one drop at a time.
2. Engine never test run – We test run or dyno every engine we build and no one would
believe that we would ship a motor without testing. I guess someone with a crystal
ball looked at the exhaust ports and could tell that all of the soot came from Don’s
driving and not our testing.
3.
Oil was new and no gas in carb – That’s totally false. We do drain the
oil and run
the carb and fuel lines completely dry as a safety requirement for all air shipments.
4. Loose rockers all around – Adjusting valves is a part of routine maintenance with a
solid lifter cam and our Owners Manual explains how to do it properly and if Don
had done this, he might not have had any problems.
5. Customer states he only had 5 hours on the engine - Obviously not true. He received
the engine 11 months prior to when the problem with the rocker stand bolt was reported. Also, on 10/3/07 SA paid AutoStrada $600 for the install.which was
about 8 months before any problem reported.
We left on vacation right after receiving his letter and a bill for repairs. Since we did not
answer him, immediately, we received the following e-mail on 7/2/08 threatening to ruin our reputation unless we paid the ransom he was demanding:
Dear Bill and Susan,
I continue to be disappointed with my experience with Southern Automotive as it has now been just over two weeks since I sent the invoice for the repairs to my Southern Automotive 427 to you for reimbursement. Again, my expectations would have been that you would immediately forward a reimbursement for the entire invoice after all I have been through with your product.
Please let me know your intentions at this time regarding this invoice so that I can make a decision regarding my next course of action. I will take no response as an indication that you are not willing to stand behind your product and that you do not care about the reputation of your company.
Sincerely,
Donald M. Campbell
We responded on 7/2/08 with the following e-mail:
Don-
Sorry for the screwed up replies. We will be back in the shop on 7/10 and Bill will be in contact with you then.
Susan
On 7/11/08 we sent the following e-mail:
Donald-
I mailed a check today.
Susan
On 7/11/08 Don replied with this e-mail:
Dear Bill and Susan,
Thank you very much. The car is running very well now and I look forward to enjoying it and putting this behind us!
Sincerely,
Donald M. Campbell
So what’s wrong now??? I will guess he didn’t like his check. Although Don states in the 6th post on this thread that SA only paid for a new bolt and pushrods, SA actually paid $356.49 for the following charges by Meridian AND sent new parts and gaskets as described earlier.
$ 85.00 – 1 hour to remove broken pedestal mount bolt
$170.00 – 2 hours to reassemble rocker arms and adjust valves
$ 52.69 – pushrods for passenger side
$ 48.80 – freight to send parts to SA
We did not pay:
$33.89 – header gaskets
$170.00 – 2 hours labor to replace both header gaskets.
Header gaskets are an installation item. Nothing that SA installs, sells or has
control over. We did pay his agent (AutoStrada) $600 to install the replacement
motor. Maybe Don should seek a little warranty work from them.
We did not pay:
$250.00 – chassis dyno
Customer’s option. SA can only tune & adjust carb based on our location.
Although both problems boil down to two small part failures (gasket & bolt), it does not minimize the frustration caused to both the customer and builder. In both cases, Southern Automotive acted responsibly and expeditiously to serve our customer.
Bill and Susan
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