Ok bear with me on this one.
Im asking this question to get a general feeling of other people's opinion.
If you had bought a brand new (fishing related) item with 12 month warranty and it had a technical fault on it's first use, so in other words not fit for it's intended purpose.
Then as a customer what do you consider a reasonable amount of time to get the issue resolved, a week, 2 weeks, a month, longer?
Im asking this question to get a general feeling of other people's opinion.
If you had bought a brand new (fishing related) item with 12 month warranty and it had a technical fault on it's first use, so in other words not fit for it's intended purpose.
Then as a customer what do you consider a reasonable amount of time to get the issue resolved, a week, 2 weeks, a month, longer?
I'd have thought that comes down to the shop you'd purchased it from, so instantly.
I've had this happen with a txi plus that was a couple months old and the shop swapped it straight over that's the best service I've had on the other hand I've taken something back to a ship and has been over a month to get back.id say a couple of weeks would be reasonable couple days postage either way and a week to sort it
In reply to Post #2
This item is a Bait Boat by the way that loses signal and just drifts for 15-20 seconds before it regains signal.
When i got home from using it i contacted the Seller and asked for Technical Advice and he said it does sound as if there is a fault with the Boat.
He gave me the UK Distributors number, i phoned them and told them of the problem and they told me to send it directly back to them (they arranged the courier to pick up) as it was quicker for me to send directly to them rather than back to the seller and then on to them.
Anyway the Boat was picked up from my address on Monday 29th June.
I heard nothing from the Distributor to even say they had received it.
So i emailed them on the afternoon of Monday 6th July to ask if there had been any progress.
I received an email at 4.30pm asking to ring the office but by the time i picked up the email it was just about 5pm and their office hours are 9-5pm.
So i phoned them Tuesday morning (7th July), i had the feeling i had caught him off guard and he gave me some baloney that the wiring had been checked but it needed to be tested on the water and it wouldn't be done that day as it was raining. However i was told to expect a phone call the following day with an update.
The phone call never came....
So i emailed the Retailer Wednesday evening (8th July) to tell them of my frustration at a seemingly lack of progress and not being kept updated by the Distributor, and i asked them to step in and see if they could move things along. To be fair the Retailer emailed me back straight away and said he would contact them the next day and let me know what they had said to him.
Thursday afternoon (9th July) the Retailer sends me an email of the email reply he received from the Distributor which basically said that he understood that i wanted a quick turnaround but it was not possible in "the circumstances" (im assuming he meant this pandemic situation) but he would try and get and engineer to look at it and then contact me.
This is the last i have heard so im assuming an engineer has not given a verdict yet.
Sigh...
Im starting to get really frustrated with it all now and my gut feeling all along has been that they have no intention of getting this sorted for me reasonably quickly.
I feel if they cannot resolve the fault then they should just give me a new Boat.
Does that sound unreasonable?
Because i don't think it is.
This item is a Bait Boat by the way that loses signal and just drifts for 15-20 seconds before it regains signal.
When i got home from using it i contacted the Seller and asked for Technical Advice and he said it does sound as if there is a fault with the Boat.
He gave me the UK Distributors number, i phoned them and told them of the problem and they told me to send it directly back to them (they arranged the courier to pick up) as it was quicker for me to send directly to them rather than back to the seller and then on to them.
Anyway the Boat was picked up from my address on Monday 29th June.
I heard nothing from the Distributor to even say they had received it.
So i emailed them on the afternoon of Monday 6th July to ask if there had been any progress.
I received an email at 4.30pm asking to ring the office but by the time i picked up the email it was just about 5pm and their office hours are 9-5pm.
So i phoned them Tuesday morning (7th July), i had the feeling i had caught him off guard and he gave me some baloney that the wiring had been checked but it needed to be tested on the water and it wouldn't be done that day as it was raining. However i was told to expect a phone call the following day with an update.
The phone call never came....
So i emailed the Retailer Wednesday evening (8th July) to tell them of my frustration at a seemingly lack of progress and not being kept updated by the Distributor, and i asked them to step in and see if they could move things along. To be fair the Retailer emailed me back straight away and said he would contact them the next day and let me know what they had said to him.
Thursday afternoon (9th July) the Retailer sends me an email of the email reply he received from the Distributor which basically said that he understood that i wanted a quick turnaround but it was not possible in "the circumstances" (im assuming he meant this pandemic situation) but he would try and get and engineer to look at it and then contact me.
This is the last i have heard so im assuming an engineer has not given a verdict yet.
Sigh...
Im starting to get really frustrated with it all now and my gut feeling all along has been that they have no intention of getting this sorted for me reasonably quickly.
I feel if they cannot resolve the fault then they should just give me a new Boat.
Does that sound unreasonable?
Because i don't think it is.
In reply to Post #4
I dont think it would be unreasonable to expect a new boat but you know the suppliers why dont you wait till middle next week and if you've not heard anything contact them again and ask the question they can only say no and if you do ask may progress quicker
I dont think it would be unreasonable to expect a new boat but you know the suppliers why dont you wait till middle next week and if you've not heard anything contact them again and ask the question they can only say no and if you do ask may progress quicker
In reply to Post #5
Did you buy this new from a retailer. If so it is the retailers responsibility to sort this out in accordance with the law. Once you start involving others, for the best of intentions, it starts to cause problems if it doesn't get resolved to your satisfaction.
I hope you get this sorted.
Did you buy this new from a retailer. If so it is the retailers responsibility to sort this out in accordance with the law. Once you start involving others, for the best of intentions, it starts to cause problems if it doesn't get resolved to your satisfaction.
I hope you get this sorted.
Thanks for everyone who has chipped in, i appreciate your advice and opinions.
I bought the Boat from a seller on Ebay (100% feedback) and to be honest i cannot fault him thus far.
I do feel i have slipped up in going along with what the Distributor told me to do, and in hindsight i should of just insisted in the beginning that i send the Boat back to the seller and held out for a replacement.
A mistake i won't make again!
However i went with the flow and expected the Distributor just to get it fixed and back to me within 1-2 weeks.
Clearly im in a situation now where that has not happened and there is no end in sight of this being resolved.
I will name and shame this Distributor if i don't get a decent result from this situation very soon, but for now i will wait in hope and give them the opportunity to make this right.
From reading up on Google i reckon im covered under the Consumer Rights Act at the moment up to 30 days from the purchase date to be able to reject the Boat if this has not been resolved by then, which will be 16th July.
It is frustrating because this can so easily be resolved and as i said in the beginning i don't think im being unreasonable in expecting a replacement boat if the Distributor cannot meet their obligation of getting this fixed.
I bought the Boat from a seller on Ebay (100% feedback) and to be honest i cannot fault him thus far.
I do feel i have slipped up in going along with what the Distributor told me to do, and in hindsight i should of just insisted in the beginning that i send the Boat back to the seller and held out for a replacement.
A mistake i won't make again!
However i went with the flow and expected the Distributor just to get it fixed and back to me within 1-2 weeks.
Clearly im in a situation now where that has not happened and there is no end in sight of this being resolved.
I will name and shame this Distributor if i don't get a decent result from this situation very soon, but for now i will wait in hope and give them the opportunity to make this right.
From reading up on Google i reckon im covered under the Consumer Rights Act at the moment up to 30 days from the purchase date to be able to reject the Boat if this has not been resolved by then, which will be 16th July.
It is frustrating because this can so easily be resolved and as i said in the beginning i don't think im being unreasonable in expecting a replacement boat if the Distributor cannot meet their obligation of getting this fixed.
In reply to Post #5
I did mention in my email to the seller on Wednesday evening that if the boat cannot be fixed i wish to have a replacement boat or full refund and a resolution to be concluded within a reasonable time frame.
He passed my email to the Distributor so they are both fully aware of what im asking for.
I did mention in my email to the seller on Wednesday evening that if the boat cannot be fixed i wish to have a replacement boat or full refund and a resolution to be concluded within a reasonable time frame.
He passed my email to the Distributor so they are both fully aware of what im asking for.
In reply to Post #8
You can demand your money back for up to 30 days from the purchase date.
That normally would prompt the seller to offer a replacement.
I think your mistake was dealing with the distributor, that should have been the sellers responsibility.
You can demand your money back for up to 30 days from the purchase date.
That normally would prompt the seller to offer a replacement.
I think your mistake was dealing with the distributor, that should have been the sellers responsibility.
In reply to Post #7
All your actions should be carried out with the supplier not the distributor if purchased through the supplier.
your contract is with them not the distributor and it will be down to them to chase and contact the distributor not you.
you cannot name and shame the distributor But you could name and shame the supplier But that may make things worse if you need to take it any further
Sounds to me like you should go back to the seller and Deal only with them let them deal with their distributor and then you are doing it the right way Just in case you need to take legal action.
Also
Raise an eBay issue and PayPal as well so they are aware
A reasonable length of time would be dependant on what is wrong with it and whether the parts are in stock.
I think you may need to make allowances for that at this present time.
All your actions should be carried out with the supplier not the distributor if purchased through the supplier.
your contract is with them not the distributor and it will be down to them to chase and contact the distributor not you.
you cannot name and shame the distributor But you could name and shame the supplier But that may make things worse if you need to take it any further
Sounds to me like you should go back to the seller and Deal only with them let them deal with their distributor and then you are doing it the right way Just in case you need to take legal action.
Also
Raise an eBay issue and PayPal as well so they are aware
A reasonable length of time would be dependant on what is wrong with it and whether the parts are in stock.
I think you may need to make allowances for that at this present time.
In reply to Post #10
That sounds like good advice framey.
I've really gone about this arse about face and could kick myself for not just rejecting the damn thing and sending it back to the retailer in the first place.
I think what i am going to do now is wait and see if i get any update on Monday.
If nothing is forthcoming i am going to contact the Retailer on Monday evening and tell them firmly that the responsibility of sorting this out is with them, and im not prepared to wait any longer for the Distributor to pull their finger out.
I will then request a new replacement Boat, and then see what the response from them is.
I don't want to start getting shirty with them, i just want it sorted.
Raising it as a problem with Ebay is something else i can consider.
But i didn't use Paypal on this occasion and paid by Debit Card.
That sounds like good advice framey.
I've really gone about this arse about face and could kick myself for not just rejecting the damn thing and sending it back to the retailer in the first place.
I think what i am going to do now is wait and see if i get any update on Monday.
If nothing is forthcoming i am going to contact the Retailer on Monday evening and tell them firmly that the responsibility of sorting this out is with them, and im not prepared to wait any longer for the Distributor to pull their finger out.
I will then request a new replacement Boat, and then see what the response from them is.
I don't want to start getting shirty with them, i just want it sorted.
Raising it as a problem with Ebay is something else i can consider.
But i didn't use Paypal on this occasion and paid by Debit Card.
In reply to Post #11
That's the way to do it
That's the way to do it
Good advice all round, you have consumer protection so use it and be bloody minded. Push them on Monday and use social media to shame them if necessary in a respectful manner, if the customer service isn't up to scratch. Bad social media is a terrible for a business, and will be avoided by them at all costs.
In reply to Post #13
If you email them As an example, say Monday
Tell them you expect an answer by close of business By say Wednesday This then Gives them a REASONABLE amount of time to speak to the distributor and pen you an reply
Add a read receipt and a send receipt so they can't use the old I never received it answer
Always use carefully considered writing
What I find is write an email that I actually want to say with all the fs and geoffs in it and walk away and go make a cup of coffee And drink it.
Then return and re pen it as by then all the anger is out. you can then make a professional email without any fear of loosing your temper and thus loosing the arguments I'f it has to go further.
Keep any and all correspondence in a folder.
If you email them As an example, say Monday
Tell them you expect an answer by close of business By say Wednesday This then Gives them a REASONABLE amount of time to speak to the distributor and pen you an reply
Add a read receipt and a send receipt so they can't use the old I never received it answer
Always use carefully considered writing
What I find is write an email that I actually want to say with all the fs and geoffs in it and walk away and go make a cup of coffee And drink it.
Then return and re pen it as by then all the anger is out. you can then make a professional email without any fear of loosing your temper and thus loosing the arguments I'f it has to go further.
Keep any and all correspondence in a folder.
What boat is it?