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Letter from the Director
Welcome and thank you, to our loyal customers. If you've arrived at this page, you're likely looking for sales, service or support for your Wacker Neuson equipment.
In recent years, like many businesses, we have faced significant challenges both economically and industry specific. Unfortunately, we've also found ourselves navigating significant issues in our partnership with Wacker Neuson. Despite our best efforts to maintain a collaborative and professional relationship, we found ourselves repeatedly addressing issues that undermined the trust and transparency essential to any successful business partnership.
Warranty claims were often disregarded or rejected without sufficient explanation, leaving our customers without the support they deserved. Often, we bore the cost of these repairs not out of just a sense of decency alone, but legal necessity. Our attempts to secure fair and timely resolutions were met with resistance, impacting our ability to provide the seamless aftersales service that is central to our values.
Compounding these challenges was the erratic and unreliable supply of spare parts. Essential components were either delayed or incorrect and outright denied for return due to alleged system failures or shifting policies. This not only affected our operational efficiency but also the trust we had worked so hard to build with our customers.
Unfortunately, these issues were exacerbated by the conduct of Wacker Neuson’s senior management. Instead of fostering a relationship built on integrity and mutual respect, we experienced behavior that prioritized self-interest over fair dealing. Attempts to address these concerns were met with evasiveness, preferential treatment of other dealers, and a clear disregard for ethical business practices.
These actions have cost our business and our customers significantly. We have absorbed the costs associated with delivering proper and fair service and support to our customers for as long as we possibly could, with an unrealistic optimism that we could convince our partner to deliver acceptable and legally required levels of support.
As a result, Jacksons has made the decision to cease supplying Wacker Neuson equipment, parts and support. This choice was not made lightly but reflects our unwavering commitment to upholding the values that have defined us: integrity, transparency, and a customer-first approach.
I feel so strongly that the behaviour of Wacker Neuson Australia constitutes direct and blatant breaches of Australian Consumer Law, and the Corporations Act, that I have referred their actions to the ACCC and other regulatory authorities for review.
Moving forward, we are focused on forging partnerships with suppliers who share our vision for excellence and fairness. Our customers can continue to rely on Jacksons for industry-leading solutions, professional service, and an unwavering commitment to their success.
To our customers; I'm sorry. When I say we put every resource available to us into supporting you, I am understating the effort that my staff and I put into trying to secure the best possible outcome for you.
Thank you for your continued support and trust. Together, we will navigate challenges, seize opportunities, and build a stronger future for all.
Sincerely,
Ben Jackson
Director
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