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Important - Please beware of a company called Bohle



 
 
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  #1  
Old August 22nd 04, 07:45 PM
Eric Russell
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Default Important - Please beware of a company called Bohle

Hi everyone,

I've only just joined this group and thought that this could be very
beneficial information for you all.

If you have a need to purchase a kiln for your business etc, either
now, or in the future, taking just a few minutes of your time to read
this could save you a lot of money and just as importantly, a lot of
heartbreak. I wish someone had contacted me before I lost everything.

To explain briefly, I've only recently had to close what should have
been a very profitable business, but I couldn't even get out of first
gear because of the problems with two (yes two) top of the range kilns
(ECO 220) supplied from a company called Bohle, a German company,
based in Oldham in England. I opened up in mid-Oct and closed
mid-May. I've added a letter I sent to them some time ago. This will
help to explain things further, without me having to go through some
of the details again. The letter hasn't been altered in any way at
all, apart from replacing names with asterisks to protect their
privacy. Incidentally, the kilns were listed at around £6,500 inc VAT
in their brochure, but are now being sold for a staggering £7,200 inc
VAT in their latest brochure. A £700 increase…I wonder why!

Just to add, after spending an absolute fortune on the garbage the
kiln was producing, only to load most of it into a skip, the company
eventually held their hands up and agreed to send me another NEW kiln
as a replacement, along with a small offer of compensation. It was a
drop in the ocean, but I had to accept it, or go out of business there
and then. It took them around four weeks to change it over, so I was
left once again without a large kiln during this time. At least they
were consistent with their service. What I received was a joke. It
wasn't a new kiln as promised (or rather it was, if you accept their
train of thought). What I received was a kiln that had been completely
rebuilt, top to bottom, because the forklift driver dropped a crate
right through it from above. That was my new kiln…unbelievable or
what? You decide.

The three large mesh panels on the top of the 8 feet x 4 feet kiln had
large scrape marks all over them, along with a large number 1, 2 and 3
written on them with a black ink marker, for re-assembly purposes I
suppose. There were other marks all around it, the bed wasn't a true
level, hence firing full length doors/panels/tabletops etc wasn't a
possibility. The bed was covered in white glue marks and the
insulating materials weren't secured correctly, as I had 5 plates
marked because of movement…more garbage for the skip. A couple of the
bricks were broken, leaving a v-shaped gap in between them. Even one
of the wheels wouldn't turn and had to be slid into position. I was
told that it was due to an incorrectly sized bold when it was being
rebuilt. Told you it was top to bottom! As for the 10 kiln
shelves…they had to be seen to be believed. 8 of them went back with
the driver because of heavy gouge marks on them and the other two
shelves were kept by the company rep for evidence, as he was there
upon delivery of the second kiln.

I was truly astounded that this was ‘my new kiln' and even more so
when the rep was adamant that's what it was, even after I aired my
disgust at receiving it. Just to digress for a second…if you were
awaiting delivery of a new car and the dealer crushed, or rolled the
car, would you accept it as a new car after being completely rebuilt
on their premises? He was told in no uncertain terms that if I had
been told what I was getting, then I wouldn't have agreed to a
replacement. Again, at this most critical time, I was left with no
option but to use it, or close the door that day, telling them that it
was a case of too little, too late. I was assured it had been tested
and was working correctly this time, so I tested it myself for a week.
The kiln worked fine for that week and I contacted potential
customers. Just a week or so later I had to abandon all hope for the
business as once again I had a faulty kiln on my hands. It wasn't
working at all on one side and the rep came out to see for himself,
telling me that I was wrong, that the kiln was working perfectly…I
think I've heard that before somewhere. After showing him the most
recent crap from the kiln, he was stunned himself, as it should have
registered as a fault on the Bentrup controller. He saw for himself
that it wasn't doing what it should and admitted that even for all the
faulty kilns he's had to deal with, he was totally dumbfounded by it,
as he had never seen that before. Just another fault to add to the
ever lengthening list.

I've told you exactly what happened with my situation, but I'm not
going to say to you not to purchase a kiln from Bohle, that could
possibly be taken as defamation of character or slander etc, it's your
decision. I'm not making anything up, adding anything, just simply
telling it as it is. I will not simply walk away as Bohle want me to
do and let you, or someone else, experience what I'm going through
just because of lack of information. What I would say is to get
confirmation from at least three sources before purchasing any kiln.

I also bought a smaller kiln from a company called Kilncare in England
(contact me for full details if you wish). This kiln was absolutely
superb. I cannot praise the kiln, or the company highly enough. I knew
exactly how everything was going to look, as soon as I lifted the kiln
lid. It did what it was supposed to do and I recommend them with total
confidence. It was thanks to this kiln that I was able to produce
quality goods, but not in the quantities I needed. They're also really
genuine people, treating you with respect and taking the time to
assist you in any way they can.

Can you help? If you've had problems with Bohle kilns, or if you know
of anyone who has, I'd appreciate it if you would e-mail me with all
relevant details. I know of some others, but I want to compile a list
of at least a couple of dozen people with similar problems. This is
extremely important and I do hope you can help. Thanks!

Please pass this e-mail onto any friends or contacts, who you think
may have reason to purchase a kiln. Forewarned is forearmed as they
say and I certainly intend to warn as many people as I can, so they
don't suffer the same fate as myself.

All the best!

Eric













Dear Sir,

I'm contacting you regarding the situation with the faulty kiln and
your company's offer of compensation. I've also taken the opportunity
to point out a few other matters that should be brought to light.

Firstly, I would like you to know personally that I'm grossly insulted
by your company's outrageous offer of compensation. It borders on the
ridiculous.

Secondly, that I'm also appalled by the so-called service that I've
received from Bohle on numerous occasions.

It really has been farcical at times, yet it's myself who's had to pay
the price of your company's incompetence, or suffer the couldn't care
less attitude at times and generally being fed conflicting and clearly
incorrect information regarding the delivery of orders etc. I
apportion no blame to any individuals that I've personally dealt with
for the latter, as that was obviously the information coming from
Germany. It seems as though that's where a lot of the problems appear
to begin.

Can I be so bold as to make a suggestion here? I suggest that if you
cannot supply the requested goods within a reasonable timescale,
please be honest with your customers and inform us to this effect so
we can take appropriate action. Don't lead us along, don't feed us
bull****, simply be honest with us. It would enable us to deal with
the problem, or have confirmation that there would be a delay.
Personally I would appreciate that and it would make me feel valued as
a customer. It would underline the fact that you truly cared about
your customers, rather than simply keeping us forever holding on to
secure an order, without regard to the severe inconvenience that can
be caused by it.

In my situation, to quote one instance, to be knocked about from
pillar to post over a period of around 6 weeks for a basic order of
floatglass, having to keep adding to the existing order because of the
delay (I think it reached around 96 sheets in the end), yet
constantly, I repeat, constantly being let down, was disgraceful. I
remained loyal to Bohle, as I was assured on numerous occasions that
my order was to be delivered. Again, this was the information on the
system and once again, it was total bull****! Sorry, but there really
isn't any other way to describe it. I then heard by chance from
******* *** that no orders would be sent until at least January 5th.
If ******* hadn't mentioned that, I would have waited even longer for
a non-existent order. Pathetic! I guess I was about the only one who
didn't have that information.

I'm raging at the treatment I received, but even more so, I'm
absolutely dismayed at the stupidity of it all. The entire situation
was a farce. This could (and should) have been avoided at a number of
stages of that fiasco, with nothing more elaborate than simple,
straight forward, communication.

Apparently Bohle are now in a position where they don't need to care
about individuals like myself, when you can't take a few seconds to
make a telephone call to let us know of any problems, that's all it
takes, rather than being led along. I was constantly trying to get
information, constantly being told a lot of utter nonsense and
repeatedly being told that I would receive a call back and guess
what….again on many occasions….nothing! I even spoke to one of the
managers and vented my fury about that, I was told that it would be
sorted out and I'd be called back to explain what was happening,
needless to say what happened (or didn't happen as the case may be)
next.

If someone were to tell me of this, I would assume that they were
either lying, or were hugely exaggerating – truly unbelievable and now
here we go again regarding the kiln. It's relentless.

I'm so bored with all this negativity and having to take the time to
write this letter, when I should be doing something more productive.
Having spoken to *******, I'm of the opinion that at least you'll give
me the facts as they are and good or bad, at least I'll know where I
stand, allowing me to take appropriate action.

Briefly, as you are aware, because I was given a programmer with an
incompatible microchip for my kiln, the kiln had been spewing out
nothing but garbage for many weeks. I estimate the costs to be in the
region of at least £5,000 - £6,000. Having worked every day from
mid-November until January the 2nd (I kid you not) to go through the
long process of filling the kiln to its capacity, I'm sure you can
imagine my disappointment, frustration and anger at removing this
garbage. If ******* hadn't found out the cause (which Bohle knew
about), it would still be doing it now. Add the cost of all my time
into the equation and you will get the true impact of the situation.

I'm a new business and as such, cannot absorb a major problem like
this in the way that a well established business perhaps could. I was
constantly spending funds, with it being impossible to trade
effectively. All this and working round the clock constantly getting
nowhere, all because of faulty goods supplied by yourselves. Not only
faulty, but Bohle knew of the problems with the microchips, so I
shouldn't have had to go through this torment…and yes, that's the
word. Even ******* did a firing, where the piece on the ring mould
should easily have rested on the kiln shelf and bottomed out – IT
NEVER MOVED AT ALL!

Between the garbage from the kiln and a lot of the garbage I've had to
endure (again, I would like to stress because of the information on
the system, not by individuals), Bohle has been doing its utmost to
put me out of business, before I've even got started. I'm now at a
critical stage of my business because of this, even though
everything's in place here for me to make a huge success of it, yet
your company (who I heavily relied on – my fault I know) has let me
down badly. Understatement of the year I think!

I'd like to add that I've been very happy with some of the personal
service that I've had from some members of your staff. In particular,
******* *** has been a credit to your company, being professional (and
honest with me) throughout. You are indeed very fortunate to have him
working for your company.

To be as honest with you **** as I can, I hate all this. I'd rather
things were sorted, but I'm not and I stress, not going to accept
being treated in this disrespectful manner. I can assure you that I'll
do whatever it takes to get some sort of satisfaction from this, even
if it means my demise. Should this happen, you have my word that Bohle
will not go away from this without being tarnished by it. Certainly
not by twisting anything, or making any wild exaggerations or suchlike
which could possibly be construed as slander, just by stating relevant
facts, through the relevant channels.

Having read that last paragraph again, I don't feel comfortable with
it, as I detest any form of confrontation, but I'll leave it in as it
does partly explain how I feel. I'm determined that I'll go the
distance with this, in whichever form it needs to take.

I'm as placid and as honest and caring as any man you're ever likely
to meet, but I resent the stance taken by your company at this stage.
It appears as though I'm looked upon as being miniscule by your
company in relationship to your customer base, but I wonder how many
of your existing customers realise that they could be in my position
in the future. This might well be another David and Goliath scenario
and I'll suffer (again), I know that and I'm ready for it, but I can
wholeheartedly assure you, that Bohle will suffer too if it's the last
thing I ever do. Make no mistake about that!

****, I know that your being left to deal with this when it's party
out of your hands and I'm sorry for being a little forthright in
trying to express my true feelings over this shambles, but it's
imperative that you fully comprehend my situation. I don't want to
waste any more of my time over this, or indeed yours, so hopefully
I've clarified everything for you.


Kind Regards

Eric Russell
(Glass World)
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  #2  
Old August 23rd 04, 03:12 PM
David Billington
external usenet poster
 
Posts: n/a
Default

I have never bought anything as large as a kiln from them but I have
spent maybe £1000 over a few years and have never had any problem with
their service or products. Its a shame this had lead to your business
closing. I hope you can resolve the kiln issues and restart. I have
heard of another case of a business closing due to a supplier supplying
faulty products. In that case it was castings. Due to the specialist
nature alternative suppliers could not be found in time to prevent
closure. The company did restart and is still going.


  #3  
Old August 23rd 04, 07:46 PM
Dave Mundt
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Default

Greetings and Salutations....
Lesson #1 - Have adequate funding available for
starting up.
Lesson #2 - It is going to take several months
to get the tools you need in place and running properly...
so take that into consideration when starting out.
It sounds as if you just got into a situation
where you needed the kilns NOW...but...they were not ready
and there were quality control issues that brought things
to a screeching halt for too long.
That is a real difficult situation. However, I
agree with the previous poster, and say that if you really
want this...learn from your mistakes, get the situation set
up, and, re-open. Most new businesses fail (here in America,
I believe the number is 90%) and either the founders go
on back to working for someone else, or, they start again -
wiser for the experience.
Good luck!
Dave Mundt

 




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