Q: From the attached 2 - images what is the part number for the clip? Also how were these clips originally attached? Welded or adhesive tape ?
A: The most recent replacement clips were attached with adhesive, but are no longer available. We now offer the LinerMate as an option, see below:
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Please reply to this email or contact our sales department here:
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if we can assist you by answering further questions or with entering this order and please let us know if there is anything else we can help with.
A: Erica -
I have communicated with the manufacturer not less than one dozen times asking the same question every single time and I have communicated with Jessica Cabadas Customer Service Manager who has referred me back to The Spargo Group who is there sales rep in the Chicago area. After protesting this redirection (as the waste of time I knew that it would ultimately culminate in as Spargo, a dependable company, would just have to contact Bobrick) from the customer service manager, I was then asked to provide:
Hi Richard. When was the unit purchased and we would ask that you please provide the date code which would be two numbers and three letters (i.e. 34SBC). If it is within warranty, we would be able to send you a bracket or lock and key. If it is outside of warranty, your end-user can contact us directly. When the client opens the door of the paper towel dispenser, it will be placed on the back panel of the cabinet.
Which you provided Date Code = 50RBC as seen here:
View Image
I then proceeded to contact the customer service manager on five subsequent instances with absolutely no response whatsoever. Realizing that this was a dead-end which is not unusual for this manufacturer to have a specific individual failed to respond I then contacted the manufacturer's sales office on the opposite side of the country and was lucky enough to speak with Sandi Alexander a customer service agent. Sandy was very helpful very patient and took the time to reply to my emails every time that I responded asking for status follow-up and she went out of her way to contact someone in the manufacturing department and in the warehouse to see if that item was available after interrogating the bill of materials of the top-level item to see if it is listed as an individual part. While it did indeed take multiple requests the answer was ultimately received from Sandi that the item, the bracket or hat channel that you are looking for, is not available as an individual piece. At that point I suggested that I contact a manufacturer who could replicate the peace for you to which you declined and found a local solution.
The handicap that this manufacturer Bobrick is shackled with is the fact that they have what I can only guess to be a common incoming email account where multiple customer service reps within a single office all work within and the system assigns it a case number. The trouble with this is that you are working with constantly new individuals not all of which are fully trained at the ability to efficiently solve a client's problem so the net effect is the distributor such as myself is literally forced to begin at the very start of the process when a new person than answers when you are requesting a follow-up. The waste of time initial attempt at redirection is, to me, an institutional failure within the company. We sell hardware as does this manufacturer and you're selling items that require human contact with someone who is capable at solving the problem and not being thrown into a customer service pool of multiple people that when all added together do not always possess adequate ability to solve the problem efficiently. I would like to add that I do not have this problem with the other manufacturers that would be considered competitors to Bobrick.
I would ask that you consider the several weeks and difficult process we both indoor to get the ultimate answer that it was not available. I would like for you to consider this fact when thinking about what commercial restroom accessories you will consider purchasing in the future and consider the track record and the ability to service the client after the sale is made as an important part of the prospects of when considering any purchase either large or small.
I wish I could say that this was an isolated occurrence with this manufacturer but i can tell you from very first-hand experience that this is actually quite typical for this manufacturer and would suggest that you consider alternatives such as:
A&J Washroom Accessories: Click Here
ASI: Click Here
Bradley: Click Here
Please do keep in mind that Gamco and Koala our sister companies to Bobrick and that I have found that the same poor level of customer service is not the standard at either Gamco or Koala and in fact I find the customer service at Koala to have been historically exceptional.
I believe the asinine way in which their department works is a result of ownership or high level management making decisions as to the most efficient way to execute operations but it would be my guess that not a single one of those people ever not for one hour and their life ever worked in customer service nor were responsible for actually solving a client's problem. @bobrickwashroomequipment
I would invite the manufacturer to contact me directly to contest any of what I've said. Rich Howard owner 773-809-3667
