calorlite cylinder recall.

[RayS]

Unfortunately Calor service is not uniformly good. I have two cylinders needing exchange and the largest local distributor - who supplies most of the caravan dealer outlets etc. has no supplies of new bottles and says he does not know when he will.
He is offering a voucher exchange system but voucher can only be used with him and is valid a year. Exchange this way would involve me in over 100 miles driving.

I'm holding off at the moment and gradually checking up with the smaller dealeers in the area but so far no luck.

 

[ProfJohnL]

Unfortunately Calor service is not uniformly good. I have two cylinders needing exchange and the largest local distributor - who supplies most of the caravan dealer outlets etc. has no supplies of new bottles and says he does not know when he will.
He is offering a voucher exchange system but voucher can only be used with him and is valid a year. Exchange this way would involve me in over 100 miles driving.

I'm holding off at the moment and gradually checking up with the smaller dealeers in the area but so far no luck.

Hello Ray
I don't think the dealer understands what Calor's position is. You should report this dealer to Calor, as they are not complying with Calor's promise. A voucher is a reasonable way of securing the cylinder, but they cannot place a time limit on the offer as Calor's recall notice does not place a time limit on the process.

The alternative solution is to demand your full rental charge back, under SoGA as the cylinders have been identified by the Calor as defective. When the safe cylinders are available then you can restart your rental arrangement with Calor.

Either way I encourage you to stop- using and return the cylinders you have for safety.

 

[brian_c]

Hello all. I started this thread with reference to my local caravan dealer actually giving me two cylinders in replacement for mine that were themselves subject to the recall. Ie:- the two I had within the dates 2009 / 2008 and did not have the 5.5 mm hole to show they had been inspected and passed fit.
Well since then my wife has rang a few times to check availability with no joy also we have tried other stockists in our area. Again no one has stock.
Yesterday I decided to return my cylinders to the stockist where the original mistake was made and spoke to the very same lady who served me the first time I explained the situation and was dumbfounded when she said that I'd made a mistake and they couldn't have got it wrong because they had checked all their original stock cylinders and put the suspect ones separate.
I politely told her that in fact it was her who had served me originally and would she come to the car and look herself at the two cylinders that she had given me. This she did and confirmed that they did need to be recalled however they were not now taking part in the recall and I would have to visit a Calor Main Depot to have the cylinders exchanged.
Now I could see a stock of calor light cylinders within their secure store from where I was stood and asked if she could just swap me the two I had. She again told me that they were no longer taking part in the recall and the only way was to visit the main calor depot.
Last year before my hearing problem I would have dug my heels in and asked to see the manager. And I'm sure most people would have done the same but having that type of debate now is something I'm unable to do.
So I left and my wife rang the main Calor Depot in Sheffield she didn't complicate the call with the problems of the local dealer but was told that they didn't have any stock and to call again in a week.
Now I fully appreciate and support prof Johns views on the situation but We are supposedly away for a week in a fortnights time and if I'm unable to get a swap in between I will be really tempted to connect up one of these bottles and go for it.
Regards to all
Brian

 

[MichaelE]

This is getting silly??
How can a dealer say they aren't partaking in the exchange??
They are refusing to take the cylinders or don't have any so are happy for you to take the recalled cylinders away again??

 

[brian_c]

Another local dealer to us also told my wife that they were not taking further part in the recall. Whilst they did have stock the said that they were only for their regular customers. I think they were implying that calor were unable to keep up with demand so they didn't want to disappoint regulars.
The dealer I have had the problem with never mentioned giving me a voucher and taking my cylinders off my hands.
I do believe if I turn up asking for two full cylinders for two empty ones they would have no problem sorting me out and accepting my credit card.
I must stress I'm not unduly concerned I'm sure in a short period of time the local calor depot will sort me out. The main purpose for my posts originally was to remind people to check what was being given to them rather than just taking them home without a second glance as I did.

 

[brian_c]

Just a quick update on my situation. My wife rang again this morning to the calor depot in sheffield and they confirmed that they now had stock.
I drove over and they immediately swapped my two full bottles for two more full bottles. This time I did check and the hole was present in one and the second was dated 2014. So I am now sorted.
One thing that I was asked to do though that the original local supplier didn't ask for was to complete a small purpose made slip for each cylinder giving my name and address details. The chap serving me said that was the procedure for all transactions regarding the recall.
Best regards to all and don't follow my lead of not checking your replacement cylinders at the point of collection.
I still feel a bit of a fool.

 

[Gozza]

One thing that I was asked to do though that the original local supplier didn't ask for was to complete a small purpose made slip for each cylinder giving my name and address details. The chap serving me said that was the procedure for all transactions regarding the recall.

I changed mine a week or two back at the Calor depot in Southampton and I wasn't asked to do this. Seems like Calor have been really caught on the hop with this one and are sorting out their procedure as they go.

 

[ProfJohnL]

................I still feel a bit of a fool.

Absolutely not!
The dealer failed to supply the correct parts. We rely on dealers being 'expert' in these situations and you can rightly expect them to manage their stocks correctly. In this instance they supplied supplied potentially dangerous cylinders which put you in danger. A barrister would have a field day with them if you wanted to pursue it.

 

[brian_c]

Yes Prof but I like to think I'm usually switched on to double checking things. Looking for something like a 5.5 mm hole in the cylinder collar would normally be something I would automatically do bearing in mind the unusual circumstances of the recall.
The worrying part of it really was that had it not been for a friend dropping in for a visit and me alerting him to the recall then showing him the criteria ( Or not showing him in in this case) then I would have confidently carried on regardless.
Thank you for taking the time to post your comments and also thank you to all the other people who have contributed to the thread.
Best regards Brian

 

[ProfJohnL]

Hello Brian,

I think you are being too passive about this. Its akin to a dealer handing you a bomb with the trigger armed!

Ok it's a rather emotive way of putting it, but the dealer definitely made a big mistake, and should be very thankful that you did notice it.

Consider what would have happened if the customer was not as astute as you? The dealer could be be facing manslaughter charges. It is that serious.

Dont forget that SoGA and all other retail legislation makes the seller responsible for the condition of the goods or services they sell or supply. If they have been made aware of a serious potential safety fault they are duty bound to withdraw and quarantine all suspect items and prevent them from reaching customers.

I'm making a big thing of this in the hope that others will take heed and check their cylinders , and if any dealers read it they will bring the matter to the top of their urgent to do lists.

 

[brian_c]

Yes Prof. I value and really agree with your comments.
I do suspect that getting into the ring with these people as an individual would be something I would be unable to do.
The fact that calor have issued this recall obviously means there is a real issue that needs addressing simply because the amount of cylinders in general circulation that are affected must account for a massive financial commitment on their part and I don't think that they would have committed to it without justification and a certain amount of worry. I'm sure their chief accountant is having sleepless nights.
My situation has been frustrating mainly because of the attitude of the original dealer who I used and my own ability to stand and argue the toss with them when I discovered the mistake.
Firstly they gave me and I accepted the two cylinders but when I discoved the error and my wife rang to explain they didn't actually have any more in allegedly. We were told twice to try in a few days.
I finally presented myself to their premises and spoke to the actual lady in sales who had given me the original replacements. It was the fact that she was adamant that I was wrong and that they couldn't have made the mistake that had been made.
I've mentioned before that I recently became deaf and have to be close to someone and looking at them with no background noise to be able to hear what is being said. It also helps if the person is sympathetic to my situation and makes the effort to speak clearly.
Well like I said in a previous post she finally and somewhat reluctantly accompanied me to my car and inspected both cylinders and confirmed that they also were subject to the recall. What I believe should then have happened is that she should have approached someone within her depot who had the authority to replace the two I had been give after explaining the circumstances. However she again told me that they were no longer taking part in the recall process and I should have to visit a Calor Main depot the get them swapped.
A year ago there is no way I would have walked away from that dealership without having asked politely but forcefully to speak to someone more senior especially being able to see a fair quantity of cylinders in their gas compound. They could have all been empties of course I didn't get that far.
Like I said in a previous comment had I checked them originally when collecting or even on arriving home I would have returned and got it sorted, the problem has arisen mainly because once they had supplied all the ones that calor issued to them they then simply refer people to Calor main depots.
Like you say in conclusion to your post the moral is to ensure that if you have calor lite bottles then to get them exchanged ASAP if they fit the recall criteria. Also to check the replacements before leaving the suppliers depot.
I do agree that the dealer I used didn't appear to have set up a robust system to ensure that cylinders returned under the recall and their own stock cylinder didn't become mixed within their storage facility.
In conclusion in my situation it comes down to how customers are dealt with when faced with a non standard situation or problem. Had the sales lady said to me that they regret the situation arising but were sorry that all the replacements had now been used so unfortunately I would have to do the swap a a calor depot. Along with a genuine smile I would have probably said something like "No problem these things happen". Then gone off to the depot at Sheffield
Cheers again
Regards Brian