Poor service from GASIT

[RayD]

Before travelling to Spain/Portugal in early March we contacted GASIT direct and purchased from them a complete set of adaptors for our refillable GASIT system (11kgs +6kgs). Both tanks were full before we left Uk and we knew that we “may“ need them in Portugal.
After 2 wks we needed to refill our 11kg bottle. So we went to a fuelstation and tried to buy LPG from their pump. Attaching the “right” adaptor and attaching the LPG nozzle the LPG did not flow as the “O” ring expanded under the LPG pressure.
The fuel attendant also tried, without success!! 2 days later we again tried at another fuel station with the same outcome!!

I contacted GASIT by email on 29th March asking for some advice, and to date 9th April have had no response from them!!!

Fortunately we are in Spain and know that ALL Repsol garages have LPG adaptors for customers to borrow, so we have managed to fill up with LPG.

This is a warning/advice message for other motorhomers to check their adaptors in the country they are supposed to work in as soon as they can.

We can’t believe that GASIT could sell us a set of adaptors that don’t work!!

We shall keep you posted of advice provided.

 

[Googlebot]

Did you raise a support ticket? I found them very helpful when I had an issue?

 

[RayD]

I emailed them, they replied with an automated response telling me they would reply during office hours as soon as they could and guiding me to their support page - which I couldn’t load on my Ipad!!

 

[Googlebot]

They were very helpful with me, they may be on holiday. It’s not a big outfit.

Did you find if the adapter did have an issue? Seems odd that an O ring would block the gas completely.

 

[RayD]

On holiday from 29th April!!

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[Tombola]

Emails can go in junk.
Give them a call

 

[1967bowesj]

Cannot see how the o ring that seals the adapter to the uk bayonet sleeve can stop the system filling?
how did the resol ones differ and allow filling?

 

[1967bowesj]

On holiday from 29th April!!

Do you mean March?

 

[Googlebot]

Also, the fact you couldn’t load the support page on your iPad is bizarre, it works on mine and the phone???

Have you sorted that now or tried another device?

 

[Basildog]

People need to read the website very carefully they specifically state that they are now a trade supplier, they don’t support retail customers anymore.
We are now getting pretty fed up with sorting out the mistakes that other LPG suppliers are causing.
Unfortunately many people aren’t aware what they are buying and from who , I won’t mention specific companies but as there’s really only maybe 6 ,we seem to be the only one that has specific knowledge of both high and low pressure LPG.
Too many companies are selling incorrect products these days .

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[Andy_Black]

RayD I am sorry you have had a problem with the rubber o'ring on your spanish adaptor and have had an issue getting in touch with us. I won't make excuses why this has happened but I will look in to this as I am employed in GAS IT Retail support department at GAS IT HQ ( albeit i'm off on holiday this week myself so it could take me to the end of the day to find out for you as i'm away in our motorhome with the family ).

I will also get on to our IT team and find out why the links to our 24/7 ticket systems aren't working on your ipad. We all work on Mac's and Ipads and it's ok now so I can only assume it was a glitch somewhere.

In the meantime I can confirm we buy all our LPG adapters from the exact same supplier Autogas 2000 buy them from.

For those that are unsure, I can also 100% confirm we still to this day support Retail customers and users as we have since we started 40+ years ago ( as our website main welcome page and several other pages through the website clarifies). There's also been no changes in our terms and conditions, our help or support as this is is documented clearly in the relevant sections on our website.

 

[RayD]

RayD I am sorry you have had a problem with the rubber o'ring on your spanish adaptor and have had an issue getting in touch with us. I won't make excuses why this has happened but I will look in to this as I am employed in GAS IT Retail support department at GAS IT HQ ( albeit i'm off on holiday this week myself so it could take me to the end of the day to find out for you as i'm away in our motorhome with the family ).

I will also get on to our IT team and find out why the links to our 24/7 ticket systems aren't working on your ipad. We all work on Mac's and Ipads and it's ok now so I can only assume it was a glitch somewhere.

In the meantime I can confirm we buy all our LPG adapters from the exact same supplier Autogas 2000 buy them from.

For those that are unsure, I can also 100% confirm we still to this day support Retail customers and users as we have since we started 40+ years ago ( as our website main welcome page and several other pages through the website clarifies). There's also been no changes in our terms and conditions, our help or support as this is is documented clearly in the relevant sections on our website.

Andy, we only tried the adaptor in Portugal when our 11kg bottle was empty. Knowing that we would be able to get an adaptor at a Spanish Repsol garage we waited until we entered Spain to fill up. We have not tried the adaptor in Spain.
It didn’t work in Portugal. delay in response to email on 29th March is not good customer service.

 

[MichaelT]

We have found you need to really tighten the adapter or you get blow back. We have gas low so not sure if your filler is different.

 

[Dutch 68]

Andy, we only tried the adaptor in Portugal when our 11kg bottle was empty. Knowing that we would be able to get an adaptor at a Spanish Repsol garage we waited until we entered Spain to fill up. We have not tried the adaptor in Spain.
It didn’t work in Portugal. delay in response to email on 29th March is not good customer service.

I thought it rather nice from Andy to reply whilst on holiday as an employee from the company, e mails are known to fail sometimes…..

 

[Tombola]

delay in response to email on 29th March is not good customer service.

if the email was in fact delivered.

If not and they all decided to shut up shop, then of course

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[Andy_Black]

Andy, we only tried the adaptor in Portugal when our 11kg bottle was empty. Knowing that we would be able to get an adaptor at a Spanish Repsol garage we waited until we entered Spain to fill up. We have not tried the adaptor in Spain.
It didn’t work in Portugal. delay in response to email on 29th March is not good customer service

Ray the Spanish and Portuguese adapter are the same and as I'm sure anyone will confirm ( even Autogas 2000 ) it's very rare there is a problem with the adapter we supply as we have been getting them from the same top European supplier for years and in the last 12 months we have sold over 9,000 of the Spanish adapters alone. I have to suspect the o ring is faulty as the brass bodies are made to the same tight UK and EU regulation specification tolerances and we've never had one of these incorrect in the 25+ years we've sold these spanish design type. I've reported the issue you have had to our in house QA department and they will now do a check of the o rings and also the brass bodies of our stock to see they comply with the EU and UK regulation drawing for this part. I am happy to get a new o ring shipped to wherever you are if you let one of us know.

I totally agree the lack of replying to your email is unacceptable, as a family business in the same hands since the 70’s we pride ourselves on our customer service to retail and trade customers alike which is why we have the 24/7 support ticket systems so me and the team can keep track of any communication and also have the right member of GAS IT team help ( even during holidays ) . I note you said you had received a auto reply from our email service but I hate to say that I have checked my own emails and spoken to my colleagues and none of us have received your email and as you had a problem and didn't raising it on the retail support ticket system this forum post is the first we knew of it. I once again apologies for the emails not getting to anyone.

Let me know where you want the O ring sending to and I'll get one to you ASAP. ( our online ticket system is here. its not an app just a good old www. link ). https://www.gasit.co.uk/sales/index.php

 

[wuzzlewood]

I have found Gasit to be very helpful and I am NOT a trade customer just a numpty wanting a refillable bottle! They were great even rushing parts to the dealer that was fitting the bottle for me!

I can only speak from my experience.

I have has Gasit fitted to all my vans for the last 7 years without problems of any type!

Being proudly Welsh it is great, and a pleasant change, to deal with another Welsh company rather than people in the far east and Indian sub continent,

 

[Basildog]

RayD I am sorry you have had a problem with the rubber o'ring on your spanish adaptor and have had an issue getting in touch with us. I won't make excuses why this has happened but I will look in to this as I am employed in GAS IT Retail support department at GAS IT HQ ( albeit i'm off on holiday this week myself so it could take me to the end of the day to find out for you as i'm away in our motorhome with the family ).

I will also get on to our IT team and find out why the links to our 24/7 ticket systems aren't working on your ipad. We all work on Mac's and Ipads and it's ok now so I can only assume it was a glitch somewhere.

In the meantime I can confirm we buy all our LPG adapters from the exact same supplier Autogas 2000 buy them from.

For those that are unsure, I can also 100% confirm we still to this day support Retail customers and users as we have since we started 40+ years ago ( as our website main welcome page and several other pages through the website clarifies). There's also been no changes in our terms and conditions, our help or support as this is is documented clearly in the relevant sections on our website.

Hi Nick
I can only apologise if the information I was given that you have gone trade only is incorrect.

 

[RayD]

Ray the Spanish and Portuguese adapter are the same and as I'm sure anyone will confirm ( even Autogas 2000 ) it's very rare there is a problem with the adapter we supply as we have been getting them from the same top European supplier for years and in the last 12 months we have sold over 9,000 of the Spanish adapters alone. I have to suspect the o ring is faulty as the brass bodies are made to the same tight UK and EU regulation specification tolerances and we've never had one of these incorrect in the 25+ years we've sold these spanish design type. I've reported the issue you have had to our in house QA department and they will now do a check of the o rings and also the brass bodies of our stock to see they comply with the EU and UK regulation drawing for this part. I am happy to get a new o ring shipped to wherever you are if you let one of us know.

I totally agree the lack of replying to your email is unacceptable, as a family business in the same hands since the 70’s we pride ourselves on our customer service to retail and trade customers alike which is why we have the 24/7 support ticket systems so me and the team can keep track of any communication and also have the right member of GAS IT team help ( even during holidays ) . I note you said you had received a auto reply from our email service but I hate to say that I have checked my own emails and spoken to my colleagues and none of us have received your email and as you had a problem and didn't raising it on the retail support ticket system this forum post is the first we knew of it. I once again apologies for the emails not getting to anyone.

Let me know where you want the O ring sending to and I'll get one to you ASAP. ( our online ticket system is here. its not an app just a good old www. link ). https://www.gasit.co.uk/sales/index.php

Thanks, Andy. Nick phoned me today in Spain 11th April and informed me that he is sending a new “O” ring to my home address. Hopefully that will resolve my issue. I can forward copies of my emails and automated responses - but the matter is now resolved when I get home.

 

[eddie]

Thanks, Andy. Nick phoned me today in Spain 11th April and informed me that he is sending a new “O” ring to my home address. Hopefully that will resolve my issue. I can forward copies of my emails and automated responses - but the matter is now resolved when I get home.

lucky the phones work then

If only you'd thought of that

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[Northernraider]

Can't say I've ever had any problems with my adaptors I have 2 complete sets.

Unfortunately tools are only as good as the person using them.

Can't for the life of me see how an o ring could prevent it being used and if it did a little ptf tape would quickly resolve the issue.