Tektrim

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We are a forklift company and this customer called our business to request service from us. Customer stated that the unit would sometimes turn on fine and other times it would not. Customer (Alan-OWNER) described to tech that due to his background in car mechanic that he tried fixing the forklift himself in order to save himself money. Alan stated that he tampered with the air/ fuel mix screw, settings on the carburetor and timing on distributor. Tech also noticed that he would keep a battery charger on the forklift at all times in order to start. When the tech began inspecting unit he noticed that the unit was in need of a major tune up. Tech troubleshot the unit and found that the fuel regulator plunger was not working properly. Alan approved replacing fuel regulator and lock-off. As far as the tune up, Alan only approved for some items to be replaced. For example: We replaced spark plugs but not the spark plug wires. Ignition coil was replaced only because it looked beat up and very old. Distributor cap was replaced but not rotor at Alan's request. Alan inspected all parts, picking and choosing which parts needed to be replaced. Once all parts were installed, the technician checked operation of repair. At this point the unit seems to be struggling to turn over. Meaning the engine was turning slowly not allowing the engine to properly fire up.

When Alan first noticed that the unit still had an issue after installing all the new parts. He became very violent and disrespectful in his language. He was yelling at 2 of my techs about incompetence.,etc. making both techs uncomfortable being there. At this point the tech did not have a chance at checking why the starter was turning engine slow. The tech's felt best to leave at the moment because of Alan's reaction. Tech explained that they would return the following day. The following day Carlos went by himself to inspect the forklift further more. Carlos placed his portable charger on battery allowing it to charge while he inspected the work performed the previous day. After a while of charging battery. Tech turned on forklift and it started right up. Adjusted carburetor and timing as needed. Carlos grabbed Alan and showed him that the forklift was working properly and at that point is when Alan signed for the second time on the work order. Tech told him that he would need to replace the battery because it tested weak and also the battery terminals were in bad condition. Alan stated that he would replace it himself. The following day after that, being the third day, (which we did not charge him for either) Alan placed a call that the unit was hard to start again. Carlos arrived once more and visually showed him that when a good battery jumper is placed on battery the forklift fired right up. Once again Alan became loud and aggressive. His neighboring unit, had employees just looking at us while Alan became confrontational. Carlos proceeded by telling him that once he replaced battery and terminals, we would be more than happy return and check the unit. We also sent out a follow up email to the last visit. During this whole situation we have kept a professional manner and approach towards Alan and his employees. Alan requested for the original parts, which was prior to him being aggressive. We did notify his secretary that we do have the old parts of their unit in our shop still to this day waiting for them to pick up whenever they want. Non of my employees felt safe enough, nor comfortable going back to the location to deliver them. We feel that this customer has done this and also treated other vendors in this form. The times that my employees have gone to perform work they see him and the way he treats his vendors as well as employees. It is not a fair workplace whatsoever, but no one there has any courage to speak up to the owner.