An interesting post to read Vern – though you seem to have suffered from selective memory. Since you’ve seen fit to bring it out in public, I’ll reply in the same forum.
When I first contacted you and asked about you building a set of panniers for me, I was doing so against my better judgement as you have always given the impression of being a poor choice of person to do business with – your ‘advertising’ has comprised the rubbishing of every other product out there, whilst stating repeatedly that making your panniers actually cost you money.
When I met up with you, at the end of September, I asked if you wanted payment up front (which you didn’t) and whether you’ve have any problem meeting the deadline of 1st week in November for their completion. You told me that it wouldn’t be a snag and we
then discussed the possibility of having a holster made for my laptop – as far as I was concerned this was to be included in the deal, as was the fitting of the panniers.
Things soon started going slightly awry though. Soon after our first meeting, you emailed me and asked for the cash in advance – which I mailed the same day. Then you starting getting problems with your suppliers/fabricators/whatever, and the delivery date started to slip. Eventually, I had to agree to having a
used set of panniers fitted - or have none at all. I travelled over to your house, in the 3rd week of
December to get them fitted. The fitting took all day, and was, I’ll agree, made no easier by the fitting of the WideTails (which were fitted on the bike already and were transferred to the new indicators) or the rack support I had fitted. Since I was using ‘used’ panniers, you said (without any prompting) that you’d give me a new set of bags when I returned. I expressed my concerns that the bike would almost certainly have been dropped on them by that stage and that they’d be damaged – you told me that it wouldn’t matter.
I was left with a trip home as my only ‘test ride’ of the panniers before having to get the bike crated for shipping. On my return, I gave a full account of the work that had been done and my impressions – at that point wholly favourable - of the bags. If you need reminding of this, the link is
here.
After getting the inner bags made by a friend (working over Christmas to reach the deadline imposed by your inability to meet the delivery date), the bike was packed and crated in early January. I flew out to collect it in early February and, on the first ride, from Miami to Daytona, had a heat build up in the left pannier sufficient to warp the aluminium and destroy the inner bag, my (new) heated jacket and the mouse for my laptop. I emailed you immediately and asked your advice – although you apparently mistakenly remember reading about in my journal first – your advice was to get some form of heatshield or duct made to move the exhaust gases away from the side of the pannier – the solution I’d already decided on. You also said that you’d send me the money for some new kit, but you couldn’t afford to at the time. I got the exhaust extension welded the next day, made repairs to the lining bag as best I could, bought a new mouse and ordered another jacket. After several days travelling, I found that the panniers were not waterproof – they let in water overnight – usually between a cupful and half a pint. I again contacted you, but you were unable to offer a solution – although you did ask how much I thought it would cost to send another pair of panniers out to me. I said that, since the leaks seemed to be from the bolt holes and bolts not being sealed, this wouldn’t resolve the situation. From that point on you stopped communicating with me on the subject of panniers, or on any other subject, come to that.
I mentioned the failings of the panniers on several occasions. It was a part of my journey and therefore worth mentioning – if only as a word of warning to those who, like me, were attracted by the superb build quality and your workmanship, only to be let down by a lack of attention to detail. You make good panniers Vern, but they failed in a very basic way – they didn’t keep my kit safe and dry. I understand you have addressed the issues my bags suffered from and that there’s a good chance that future customers will be spared the difficulties that I went through.
On my return to the UK, after several weeks, I emailed you and asked about the replacement bags, aware that you’d not been well and that the whole deal was probably not going to happen. You, however, insisted that you wouldn’t make me another set but that you would give me a full refund. Ideally, I would have preferred another set of bags (having now modified my exhaust and worked out how to waterproof them with copious amounts of sealant). However, I was impressed with your offer, especially as, just as you’d said before I left, this was in full knowledge of the damage they’d sustained in the course of my trip. I took the bags and frames off the bike and met you on the M6 where, true to your word, you refunded my money.
After that exchange, I again posted a thread stating that you had done the decent thing and that I was impressed by this as a business attitude. In case you missed it it’s
here.
So now I come to your comments about the replacement of fittings. I don’t know what you mean – you are mistaken. All the fittings are the ones you supplied – right down to the thin 2mm discs which had to be made & fitted (on the day, if you recall) to avoid fouling the laptop holster. If the ends of the allen bolts are chewed, it’s probably because they had to come off so often to try to rectify the water leaks – sorry I can’t live up to your standards when it comes to using tools – I can’t afford Snap On and I was doing my best. Certainly the bolts were always tightened securely.
So, at the end of the day, your panniers look great hold a lot of kit, hold up well in a drop (only had one bracket break and that was easily repaired by a local welder). ‘Out of the box’ they were not waterproof and, if you don’t fit some form of exhaust protection, they don’t protect your kit from heat.
I’ve used panniers from Touratech and Jesse – both systems you take great delight in rubbishing at every opportunity – neither set leaked or torched my kit – ergo, they are better panniers than you make Vern – if the bags can’t keep my kit safe, it doesn’t matter that they look good, they just aren’t up to the job.
I appreciate that I haven’t pandered to your fragile ego like many have on this forum Vern – but I’ve been straight with you and have gone on record to show my appreciation of the quality of your workmanship and the fact that you were as good as your word in (at your choice) refunding the money I paid. Overall, using your panniers cost me about £250 in destroyed kit, but I consider that fair rent - the running repairs also introduced me to some good and interesting folk, and I certainly hold no grudge against you.
Cheers
Mike
