Welcome, Guest

TOPIC: Calor Lite Recall IMPORTANT...PLEASE READ

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #391940

  • Damian-Moderator
  • Damian-Moderator's Avatar
  • Online
  • Moderator
  • Posts: 5709
  • Thank you received: 345
I am in communication with Calor about the different reception customers are receiving when trying to exchange cylinders.
I am particularly interested in the names of those outlets which have charged customers for the gas when the recall cylinder has been empty on return.

Would anyone who has been charged please name the outlet they used.

Thank you
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #391941

  • JTQ
  • JTQ's Avatar
  • Offline
  • Platinum Boarder
  • Posts: 1571
  • Thank you received: 54
Damian-Moderator wrote:
I am in communication with Calor about the different reception customers are receiving when trying to exchange cylinders.
I am particularly interested in the names of those outlets which have charged customers for the gas when the recall cylinder has been empty on return.

Would anyone who has been charged please name the outlet they used.

Thank you

Calor Depot, Millbrook, Southampton. that after being told by dealer we must go there, driving 15 odd miles each way and having to pay full price on an empty that was subject of the recall. Met with a total brick wall, would not accept that Calor themselves say otherwise.
Last Edit: 2 years 11 months ago by JTQ.
The administrator has disabled public write access.
The following user(s) said Thank You: Damian-Moderator

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #391962

  • Royston
  • Royston's Avatar
  • Offline
  • Platinum Boarder
  • Posts: 1008
  • Thank you received: 5
What I would like to know who are the Calor Gas retail outlets that they refer to in their call back campaign.
The first one I contacted yesterday a general building supplier who stocks Calor Lite gas bottles, had not been contacted by Calor, in fact the women verbally did not believe me.
My dealer had only 2 6kg lite canisters so I was able to exchange my two Lite canisters,, The Dealer explained to me that he was out of pocket , he has not received any compensation from Calor for the exchange canisters.
Royston
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #391964

  • Damian-Moderator
  • Damian-Moderator's Avatar
  • Online
  • Moderator
  • Posts: 5709
  • Thank you received: 345
Royston wrote:
What I would like to know who are the Calor Gas retail outlets that they refer to in their call back campaign.
The first one I contacted yesterday a general building supplier who stocks Calor Lite gas bottles, had not been contacted by Calor, in fact the women verbally did not believe me.
My dealer had only 2 6kg lite canisters so I was able to exchange my two Lite canisters,, The Dealer explained to me that he was out of pocket , he has not received any compensation from Calor for the exchange canisters.
Royston

The recall is for safety reasons and the consumer has it in writing that exchanges will be free.
What arrangements the stockists have with Calor is for them to sort out it is NOT the responsibility of the consumer to worry about it.

I fail to see where the stockist is losing money, it is a straight replacement of an item owned by Calor, the stockist does not pay for the cylinders or the gas.
The only "cost" is 5 minutes while he exchanges the cylinder.
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392010

  • Gozza
  • Gozza's Avatar
  • Offline
  • Gold Boarder
  • Posts: 185
  • Thank you received: 14
Damian-Moderator wrote:
I fail to see where the stockist is losing money, it is a straight replacement of an item owned by Calor, the stockist does not pay for the cylinders or the gas.
The only "cost" is 5 minutes while he exchanges the cylinder.
The dealer must have paid Calor to deliver full cylinders, otherwise Calor have made no money on the gas. And if the dealer hasn't been told about the recall (as seems to be the case here) then he has no reason to believe that Calor will reimburse him for the gas that he's giving to a customer.
Whether or not the customer has a printout of the Calor website saying that the exchange will be free, even of a full cylinder for an empty, unless the retailer has had instructions from calor about what to do, he's going to be pretty reluctant to hand anything over for nothing - and so would I be in that situation.
As for SoGA - can any of us prove that we bought THIS cylinder from THIS retailer? Sure. we'll have a receipt saying we bought A cylinder here, but there won't be anything on the receipt to identify the cylinder. If it comes to that it takes me so long to get through a cylinder that I can't always remember where I got them from.
I applaud your dialogue with Calor, it's important to get this sorted out - but frankly I don't see that getting stroppy with retailers is going to help anyone. Assuming that what the retailers are saying - about not knowing about the recall - is true, then Calor are at fault, but the retailer is only protecting his business. And as I've said in another thread, it's in all our interests for these small retailers to still be in business in a year's time.
Sir Gozza - proud member of the Woosie Round Table
Paul on the sunny south coast
Jeep Patriot and Elddis Oddyssey 505
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392011

  • Gozza
  • Gozza's Avatar
  • Offline
  • Gold Boarder
  • Posts: 185
  • Thank you received: 14
And incidentally...

OK, I know Calor said that even the exchange of an empty for a full would be free...but if we exchange an empty for a full and have to pay for the gas - as has happened to some people - what have we actually lost? We're no worse off that if we'd done a cylinder exchange at our normal dealer in the usual way.

I can see why Calor would have made the empty-for-full offer, it's an incentive to get the dodgy cylinders out of circulation as quickly as possible, but I don't understand why people are acting as if they've lost something when they don't get it. Sure, I was as pleased as anyone when I got a free full for my almost-empty, but I never assumed I was "entitled" to it.
Sir Gozza - proud member of the Woosie Round Table
Paul on the sunny south coast
Jeep Patriot and Elddis Oddyssey 505
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392016

  • Damian-Moderator
  • Damian-Moderator's Avatar
  • Online
  • Moderator
  • Posts: 5709
  • Thank you received: 345
Quote " it's important to get this sorted out - but frankly I don't see that getting stroppy with retailers is going to help anyone."

It is not a case of getting stroppy with retailers, it is a case of getting them all to be doing the same thing in accordance with the Calor code of practice on this issue.

Quote " but I never assumed I was "entitled" to it.

But that is the whole point, you WERE entitled to it as per Calor coed of practice on this issue.

Quote " it's in all our interests for these small retailers to still be in business in a year's time."

If a business relies solely on Calor sales to stay afloat, then there is something terribly wrong with their business model.
I doubt that caravan related gas sales make up even 10% of their business overall. or al least it shouldn't do.
Last Edit: 2 years 11 months ago by Damian-Moderator.
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392017

  • Damian-Moderator
  • Damian-Moderator's Avatar
  • Online
  • Moderator
  • Posts: 5709
  • Thank you received: 345
This is the reply from Calor re my email to them about the recall:

"Thank you for your enquiry form of yesterday, please accept my apologies for the delay in responding.
I have attached a copy of Calor’s formal briefing giving the terms of the recall.
Hopefully, these make clear that we would not expect anyone returning an affected cylinder to be charged.

Having checked with Southampton Calor Centre (Millbrook), they fully understand and are following this policy.

It could be that the cylinders concerned were from the years not affected by the recall or had the puncture on the tare disc to indicate they had been tested.
If a consumer believes that a retailer has not followed the correct process then they should, in the first instance, take this up with the retailer concerned.



I hope this clarifies matters for you, please feel free to come back to us should you have any further concerns."
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392018

  • Gozza
  • Gozza's Avatar
  • Offline
  • Gold Boarder
  • Posts: 185
  • Thank you received: 14
Damian-Moderator wrote:
It is not a case of getting stroppy with retailers, it is a case of getting them all to be doing the same thing in accordance with the Calor code of practice on this issue.
Sorry Damien - but you said in a previous post "What arrangements the stockists have with Calor is for them to sort out"...If I ran a small business and a customer came in claiming Ts & Cs of a recall from one of my suppliers, that didn't look like what I thought I'd agreed with my supplier,and then they expected me to sort it out with the supplier there and then, then I'd consider that as getting stroppy. There are sufficient examples now of stockists not knowing the Calor Ts and Cs for this to be a communication problem by Calor, NOT an understanding issue by the retailer.
Damian-Moderator wrote:
If a business relies solely on Calor sales to stay afloat, then there is something terribly wrong with their business model.
I doubt that caravan related gas sales make up even 10% of their business overall. or al least it shouldn't do.
A lot of small businesses these days operate horribly close to the break even line, and if there's a big enough dent made in the bottom line by the Calor recall, it will take the business to the point where it isn't worth staying in business - or it isn't worth the extra hassle of being a Calor stockist.

And if Jim's Little Village Hardware Store stops being a Calor stockist, it won't hurt Calor's bottom line - Calor users will still buy their gas somewhere - but it'll hurt everyone that used to buy from Jim and now has to go further afield.
Sir Gozza - proud member of the Woosie Round Table
Paul on the sunny south coast
Jeep Patriot and Elddis Oddyssey 505
Last Edit: 2 years 11 months ago by Gozza. Reason: Adding bit in italics for clarity
The administrator has disabled public write access.

Calor Lite Recall IMPORTANT...PLEASE READ 2 years 11 months ago #392021

  • Royston
  • Royston's Avatar
  • Offline
  • Platinum Boarder
  • Posts: 1008
  • Thank you received: 5
I can understand that when you have a completely empty cylinder , you would be expected to pay for a full replacement , because me as a customer have not lost any money, but with gas cylinders with gas inside , yes I would expect Calor to reimburse me with a full cylinder of Gas. As Calor has no Idea what state the inside of the cylinder is in until they remove all the gas , they have to give me a full canister .
The two cylinders I exchanged had gauges fitted which indicated how much was left in the bottles, the full exchange bottles have no gauges, and have a older date stamp 09/10 than the ones I exchanged, they have the alum washer below the gas discharge valve with 5.5 mm hole which proves they have been tested prior to refill.
Calor have not handled this at all well .
Royston
The administrator has disabled public write access.
The following user(s) said Thank You: Angus1945

Follow us on