There are two sides to every story told
Page 17
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I AM the UK representative for Royen Trailers of Belgium and would like to respond to your ‘The Specifiers’ series article (‘Pulling power’, CM 30 July).
First, we were pleased to see that the customer is satisfied with the quality of the trailer supplied.
When the order was placed in September 2007, the customer had specified what it required in detail, and Royen designed the trailers to meet these exact requirements.
Delivery for the crane trailer was given as April 2008. Two other special curtainsided machinery and plant trailers were ordered at the same time, with a delivery date given as March 2008.
We accept that we missed these delivery dates due to circumstances beyond our control, but we do not feel that our customer service should be considered a ‘joke’. We tried our utmost to ensure the minimum of disruption to the client by supplying components that could be adapted, then we delivered low-height tractor units that would be compatible with their existing trailers.
We arranged visits, at our cost, for the client and their crane supplier to our factory to inspect the production of the trailers, as well as reworking the payment terms to help when it came to commissioning new trailers.
We all know that quality comes at a price, but the initial cost for the trailer shown was not as quoted in the article. It was the best part of 10% to 12% less in real terms, and we always quote in Euros.
Toby Whitford Royen Trailers Via email
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