Equi-trek - poor customer service

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dressagespain

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Having recently had to purchase a small spare part weighing approx. 250 gram I was amazed at the post & package charges levied by Equi-Trek.

The postage stamped on the envelope by Royal Mail was 2.65. Equi-trek then charged 9.35
for a small Jiffy bag which can be bought for 50 pence. Having queried this charge with Equi-trek their spokesman Tom Jannion said he ´considered this charge to be MORE then reasonable´

We are quite happy with our Equi-trek trailer, but are appalled by the poor customer service, it is obvious that once the trailer has left the factory they are not interested unless you are buying an up-grade.

We have reluctently posted this thread as we are outraged by the treatment from Equi-Trek !!! ??? !!!
 
I know two people who have purchased new from Equi-Trek. One sent her trailer back as within two weeks bits started to fall off, the quality was bad and the customer service was appauling. The other has had nothing but trouble with her horse box. From the outside it looks lovely but again bits have stopped working, fallen off, had to be replaced and it keeps breaking down.
 
Ive heard all this about Equi Trek and appalling customer service and also about bits breaking and falls off. Wouldn't buy one myself.
 
Oh goodness,this is really putting me off them. I'm rather taken with the sonic 3.5tonner. I'll be having a good look at them at devon county tommorrow,but I am getting a little worried about the posts on here!!
 
dont worry about it Cazza - go with an open mind and have a look at them. its no worse than the recent stuff in the press about Ifors for example IMHO
Ive had nothing but fantastic service from Tom and his team. the gas went on my ramp (Star Trekka trailer) I called them up and got told to fetch it over asap for them to fix - they fitted brand new parts all foc - have to add the trailer was over 12 months old and they couldve charged me. Ive also had bits done when it was serviced (had extra vents in my other equitrek as one of my horses sweated up badly) they also did these foc although we did expect to pay.
 
Sorry if I'm being a bit dim, but was the £9+ just for the postage or did that include the part too?? The son a work friend was a 'temp' at Equitreck recently and allegedly they use a lot of temporary workers and have a high turnover - if this is true, it might explain the lack of quality of the workmanship. I can understand why temps in any work arena who rumour has it, are worked quite hard and not paid very well would leave. Plus how 'expert' can the builders be???
 
Just to reassure you that there are good stories..I bought my Supersonic 2 years ago and it has been brilliant, had a small query in the few weeks after purchase and both the dealer and Equitrek were very helpful.
 
Hi - The 9 pounds + did NOT include the part, this cost was just for the envelope it came in !!

Incidently the key which came with the new lock, fit the old lock - DOES this mean that all tack lockers and gas bottle lockers on Equi-Trek trailers have the SAME KEY - if this is so, then this is a serious security problem. The Key number is CH751.
 
Did the parcel come next day overnight delivery via a courier? If so then they could be charged a higher price per parcel themselves so this may not be as bad as it seems?
Kate x
 
I also had appalling service from Tom over a brand new trailer which had to have the axles replaced as they were sitting on the tyre when I braked and which still did not resolve the problem. He had the audacity to tell me I was using the trailer incorrectly by travelling a single horse on the offside, when it should have been the nearside to counteract the weight of the ramp!! WTF!!! I would never buy another product from them, they display lorries at Badminton (the only placed I have looked at them) with bits hanging off
 
I have to say we have a sonic 3.5 ton and have had fantastic customer service from the team at Equi Trek.
 
Hi Baggyb, at the risk of having my head chewed off, he was right, you do travel single horses on the near side to counteract the ramp weight......
 
That is very expensive. I had my box built by Alloy Bodies in Manchester and unfortunately my horse scraped the side of the ramp with her teeth. They sent me matching paint and 3 different colours of transfer, free of charge, within the week! Thats customer service.
 
dressagespain said:
Hi - The 9 pounds + did NOT include the part, this cost was just for the envelope it came in !!

Incidently the key which came with the new lock, fit the old lock - DOES this mean that all tack lockers and gas bottle lockers on Equi-Trek trailers have the SAME KEY - if this is so, then this is a serious security problem. The Key number is CH751.
Click to expand...
no all keys dont just fit equitrek you will find CH571 is a standard southco key and your key and mine which is part of the set that fits my lorry( not equitrek) will fit 100s of other lorrys with the flip out locker catches too !!!!!!!! its like some tractor keys one size
fits all....... same with grooms doors....
 
forderough said:
you do travel single horses on the near side to counteract the ramp weight......
Click to expand...

How do you counteract the weight of the ramp with two horse loaded?

I always understood that you travel a single horse (if the partitions are fitted) on the right (offside) and allowed the camber of the road to level things up.
 
Its a dilemma which I am having to face at the moment with my Equi-trek. A single horse travells better on the inside but it is better for the trailer to have it on the outside.

If you have 2 horses you put the heavier one of the outside (ie nearest the kerb).
 
You are all confusing me now, I have been travelling my pony on the same side as the ramp, so furthest from the kerb as I always did with my old trailer. She travels well & the trailer is stable, is this wrong then??
 
kizzywiz said:
You are all confusing me now, I have been travelling my pony on the same side as the ramp, so furthest from the kerb as I always did with my old trailer. She travels well & the trailer is stable, is this wrong then??
Click to expand...

I thought I was being thick, as I'm equally confused.

Could it be that because of the light construction of the Equi-trek trailers, they need to be loaded differently?

I'm glad I have an Ifor, but I guess it's whatever your used to.
 
Single horses should ALWAYS be travelled behind the drivers side of the car, i.e. closest to the middle of the road, regardless of type of trailer I do believe.
 
You would normally have the horse on the off-side (middle of the road) side to allow for the camber of the road.

The side of the trailer/vehicle with the ramp on will be heavier than the side without the ramp so this may be why they suggest having the horse on the near side if the ramp is on the off-side.
 
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