Don’t purchase from Don’t get Caught

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Abarth695

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Hi
I know I may get shot down to pieces but really I don’t care
I gave Tim my controller and accessories to test as I was having issues
That was around this time last year.
He promised me a replacement controller under warranty
Months of no reply to my emails phone messages not returned and phone calls where I finally do get a hold of him to be spun constant bullshit about I’m sorry it’s out of my control whatever whatever
Meanwhile a few hundred dollars out of pocket and several points off my license I called left message yet again with no reply
I’ve had enough and finally spoke to him and asked to have my accessories returned which he did
No sorry, no I’ll give you one from stock nothing
I’ve had to purchase controller from elsewhere
Thanks Tim for all the years of purchasing from you to see your true colours

Buyers be aware and buy elsewhere
 
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dudeinnz

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That is very odd, if it was under warranty why was it not replaced?
 

Abarth695

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It was one of the sensor cables which had worked its way loose and was heat damaged
In turn this so I’m told, blew the controller
He was great and offered to get me a new one under warranty
If he wasn’t going to replace it he could have just told me
Sure we would have possibly argued the matter but in the end he offered me a replacement
Don’t offer it and then not do it and then avoid me for a year
Pathetic service
 
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RadarScout

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Are you saying Tim when you mean Tom? If so, that's totally out of character for him. He's built a great reputation with his excellent customer service. He's always been extremely helpful and responsive with me. I hope it's someone else.
 

Abarth695

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I’m sure it’s Tim
He’s been great to deal with for years with me also
Maybe because I’ve been buying from him and now that there’s an issue he has changed his tune
I don’t know but very disappointed
Have now purchased new controller and extra sensor elsewhere
I was even feeling guilty over a whole year that I had done something to warrant this from him
 

dudeinnz

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Are you saying Tim when you mean Tom? If so, that's totally out of character for him. He's built a great reputation with his excellent customer service. He's always been extremely helpful and responsive with me. I hope it's someone else.
It’s Tim, this is the Australian supplier. I’m not sure how much Tom/ BRD has to do with it.
 

winterbrew

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It’s Tim, this is the Australian supplier. I’m not sure how much Tom/ BRD has to do with it.
Corrrect.

Totally and completely separate. Tom/BRD is the US distributor, and Tim/DGC is the AU/NZ distributor
 

dudeinnz

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REVNURAZR

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I bought a RG 3.0 module from Tim ~2 months ago.

No issues with his service and he even gave me a new windscreen mount for my Thinkware dash camera...
 

deanoobaby

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although i do have a few complains my self on how tim should be running things ..i sent tim an email 3 or 4 days ago no reply
however i do also understand he is a busy person as he also deals with other products thats none counter measure related so i geuse the word priority is just an AL thing
 

Aucklandradar

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@Aucklandradar what was your experience like?
For the most part it’s been good BUT when I had a sensor go bad I sent to them for testing and I didn’t get it back for what I thought was a very long time. I had to follow up a few times to get it sent back.

it sounds like they have good service when it comes to sales but not so much when things break...
 

deanoobaby

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Is there an alternative ALP supplier in Australasia?
alberts car stereo sell and install ALP
i use to deal with them allot for sound gear ..the one near me i sold them an old 20 20 marksman for testing there installs as they had no idea what they where doing nor did the custumer

unfortunattly purchasing from car audio shops they have very little clue in the lidar jammer industry and then there is there markup price $$$$$$$

me persanaly i would stick with tim sometimes you just to be persistent
 

winterbrew

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Dragons

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Tim is somewhat unreliable when it comes to post sales issues, some time back I sent him my R3, promised to return it within 2-3 weeks... 6 weeks later I asked for it back work done or not, nothing had been done.

He's a nice guy but seems to have issues with sticking to time lines, he ALWAYS gets the job done eventually, but in this day and age that's not quite good enough..

Though can I remind everyone what WA really stands for? Wait awhile.
 

deanoobaby

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Though can I remind everyone what WA really stands for? Wait awhile.
unless spending money .. i remember having issiues with sony back in the day they basically said if your where to spend 10 grand on a home theatre system things could of been different
 
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Saussie

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I'd like to chip in on this. Not a fan of dgc. Good to see this thread actually started and I'll back the creator of it. Tim is useless.
Mate of mine orders some parts for a system over the phone. It went from Tim saying "Yes it's in stock" to then being paid and spouting bs that it is not in stock and had to be ordered in. From memory my friend was told an ETA of 2 weeks which was no big deal to him, but a little strange after being told it was in stock. Hey, mistakes happen and benefit of the doubt given and money already handed over. This then went on to 2-3months of nothing until a mate of mine pulled the pin. Positive side to it was him being refunded within 24hrs. Very unusual waste of time.
During this period, my friend had already took the back-door approach, put down more money elsewhere overseas, and managed to order in what he needed all the way from USA in a fortnight. Pitting dgc against an overseas supplier. 2.5-3months waiting with no follow up from dgc (The whole ordeal became a bit of a race, to see who could supply parts first and dgc had a 2month head start). He was a new customer as well, very patient, did not hassle Tim over the phone either, and only contacted him 2-3 times for an update on the orders progress, which really should have been Tim's job to reach out to the customer and inform him of what's going on (which would have been A1 customer service). Not cool when the customer is chasing you down and you've got his cash already.
My mate is straight up too, doesn't negotiate prices, and puts down the cash hassle free.
From what I have seen and heard locally, it's easier to deal with the UK or USA.
In Australia, as people, we actually prefer to support local business and keep the dollar at home. Trouble is, the standard of customer service overseas is sometimes absolutely burner in comparison to the local casual approach, which is considered culturally acceptable, and something we can relate to somewhat. It's not until you shop elsewhere that you realise what standard you're getting.
I also have a mid level qualification in small business, and although I'm not the King of customer service, I'd never let someone hang for 2-3 months in silence.
I'd make the call to the customer and keep the sales relationship healthy and thoughtful. You want the customer to think the store is great for keeping you in the loop. A phone call or email follow up is good courtesy and fairly effortless. Mention issues in the supply chain to your customer and give options and alternatives to them.
Have to remember it's the customers that keep you afloat in business. It's in your interest to communicate and encourage sales through service and build on that for future sales. They will love you for it. A good reputation via word of mouth is as good as any advertising or promotion.
Anyways, I'm not the expert on this, but common sense and basics shouldn't have to be pointed out to someone who's been in business for years.
I'm the type to give someone a second chance though. My friend isn't, and refuses to deal with anyone in Australia since. Money going off shore now, even when the exchange is crap and might cost more, people overseas are delivering on their word in a timely manner unfortunately.
The market isn't huge Australia wide either, and such niche businesses you'd think would latch on to a customer and give it their best shot to impress and provide some killer service to keep them coming back.
On the flip side, the customer is limited with options where to shop, and might just have to put up with it all.
 
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Zakk

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I sent away for an ALP RG2 connector from DGC, about 2 months later after a few emails with no reply the newer RG3 connector turned up which actually wasn't any use to me. Understand the RG2 unit was no longer in stock however regardless did stand out as poor service. Perhaps they don't hold much stock and get shipped from manufacturer on order?
 
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