[Closed] CRC: crap service! + anyone want some money off...

How long before someone mentions Brant?

Oh. {avoiding the swear filter will get you suspended for 2 days next time - Mod}

"You're apparently supposed to be able to order a replacement of something you're sending back before they receive it, in anticipation that you can get a refund once they do receive it, right?"

once you receive, but *before* you use it - i.e. new kit they can put back on the shelves.

It's not for warranty claims.

bugger - just spent £15 there!! How much to buy em off you?

As above- its not designed for warranty returns- you are not entitled to a refund straight away- the manufacturer has a chance to repair (or replace, and finally refund) first.

From the CRC returns page:

[i]The Fast Track Return Option can only be processed on new items for exchange and does not apply to faulty, damaged or warranty inspection items.[/i]

The fact I've spend thousands there over the years is seemingly of no interest to them.

You are no more important than a customer who is making their first purchase, or who spends £100 a year with them. Just because you splash the cash doesn't mean you should get better service.

Ooops, bonj mis-read the site.... Bad luck!

self-pwned - I believe the kids would say 😛

ok, maybe it is only for new items for exchange, yes you're right i did fail to read the reams of text somewhere buried within the small print of which may state this clause.

BUT, the main point i'm trying to make is that i could just send the new one again and order it again using the vouchers, which would, do you not agree, be a complete farce!!!??
Someone please tell me what is the point of an envelope being carried across the sea with the express intention of being sent straight back again just because policies and procedures must be followed...
the end result would be EXACTLY the same if they just gave me my money back, just without wasted postage charges.

I put this on the new order, but they were quite happy not to bother pointing that out to me then before taking my money.

maybe i didn't read the site properly and they have got me bang to rights, but being 'banged to rights' isn't really what i want when i go and order something online. Just leaves a sour taste that's all, the fact that they could sort it amicably to my complete satisfaction without ANY skin off their nose at all but they won't.

however, the offer is still open for anyone that does want something worth just over £17. I'll give you £1.50 off as that's what it would cost me in postage to send the new light back to CRC.

I want it my way wahhhhhhhhhhhh!

[b]racing_ralph[/b][i]bugger - just spent £15 there!! How much to buy em off you?[/i]

I don't think you can transfer the vouchers, best if i order something for someone and they pay me when they get it.

chillax

Or, you could just accept that you made a mistake, wait til you next need something from them, and stop whining.

Well i just had a nice call from them to say my warranty returned item is on it's way for repair FOC.

Im happy 😀

[i]The Fast Track Return Option can only be processed on new items for exchange and does not apply to faulty, damaged or warranty inspection items.
The original items must be returned within 21 days of receipt.
Goods must be in original packaging.
Goods must not be fitted or used.
[/i]

Seems perfectly straight forward and clear to me.

What's the problem?

Oh, didn't read the process properly.

I'm not keen on the "arrh I see you're paying with vouchers so we'll take the money out of your account anyway" approach. MerlinCycles here I come!

If their system follows a process then it's not easy to just do something different. There are probably all sorts of stock control issues involved and if they don't follow the process for one person then everyone would expect individual service.

[i]What's the problem?

Oh, didn't read the process properly.
[/i]
my problem isn't with the process, it's with their complete inflexibility and unwillingness to avoid me having to go to the rigmarole of sending something back that i'm then going to order again. Anyone with a remote amount of common sense would see the logic in this.Which you'd know if you'd have read my second post.

[i]If their system follows a process then it's not easy to just do something different. There are probably all sorts of stock control issues involved and if they don't follow the process for one person then everyone would expect individual service.[/i]
yeah but they *used to* be able to offer an individual service Gary, that's why i'm whinging that they've got 'too big for their boots'. There are shops out there that DO offer an individual service, so while I fully admit I don't have the right to expect one, but if I can get one from somewhere else, then as far as i can tell crc are uncompetitive inthis regard.

Ah so your complaining that they wouldn't make an exception for you, guess my first reply was was right then.

then as far as i can tell crc are uncompetitive inthis regard.

While I feel your self-inflicted pain, look at it from their side - You screwed up. You want the personal service that has to be (to some extent) automated out for the majority of normal orders to progress without a problem and with instant shipping. So in essence, you bought from them because you wanted something cheap and fast, because their system allows it and was designed that way, but when you have a slight issue you complain about teh system you wanted in the first place?

Not trying to wind you up, I can see it's annoying and I'd probably be miffed too, but I wouldnt come on a public forum and moan about my mistake not being rectified by them.

'There are shops out there that DO offer an individual service' Well if you want individual service go to those shops and pay more money. I can see your frustration but if you look at it from a business point of view then it makes sense to follow the process. Generally there service is very good, I can't fault CRC.

Bonj looks to me as though CRC are completely within their rights to offer vouchers, and that it would make complete sense to allow you to use it off your purchase. Couldn't you just cancel the order then re-order or has it already been dispatched?

The new CRC adverts on this site bother me. They look a bit apocalyptic 😕

[i]Ah so your complaining that they wouldn't make an exception for you, guess my first reply was was right then.[/i]

exception? it's not exactly dificult. come on, it's not exactly as if they get swathes of people wanting to do this every day surely.
all it takes is for them to understand the common sense of what i'm saying and to do a few key presses and that's it.

my problem isn't with the process, it's with their complete inflexibility and unwillingness to avoid me having to go to the rigmarole of sending something back that i'm then going to order again. Anyone with a remote amount of common sense would see the logic in this.Which you'd know if you'd have read my second post.

You don't have to send something back that you then order again - you just have to keep the vouchers and spend them on something else at some point.

Look at it this way, you spend thousands with them - you'll easily spend the vouchers in the next few months!

[i]exception? it's not exactly dificult. come on, it's not exactly as if they get swathes of people wanting to do this every day surely.[/i]

No most people probably understand terms and conditions but those that don't shouldn't expect the terms to change to suit them.

[i]While I feel your self-inflicted pain, look at it from their side - You screwed up. You want the personal service that has to be (to some extent) automated out for the majority of normal orders to progress without a problem and with instant shipping. So in essence, you bought from them because you wanted something cheap and fast, because their system allows it and was designed that way, but when you have a slight issue you complain about [b]teh system you wanted in the first place[/b]?

Not trying to wind you up, I can see it's annoying and I'd probably be miffed too, but I wouldnt come on a public forum and moan about my mistake not being rectified by them.[/i]

It's not the system i wanted. I'd rather pay a bit more for a more personal service, I - obviously foolishly - thought CRC were still capable of this.
I'll not be going there again, i'll either order from somewhere smaller with less automated procedures that are capable of exhibiting common sense, or better still i'll just print out CRC's page, walk into the LBS and say "order me one like this please", and then go in there the next week and buy it off them where they know my face.

[i]ou don't have to send something back that you then order again - you just have to keep the vouchers and spend them on something else at some point.

POSTED 3 MINUTES AGO #
coffeeking - Member
Look at it this way, you spend thousands with them - you'll easily spend the vouchers in the next few months![/i]

but i can't think of anything i want now, I've spent loads getting my bikes exactly how i want them but now that they are I can't think of anything i need to buy.
that's why i'm offering anyone else if they want to benefit from them.

Sorry Bonj, you fessed up and that's nobody's fault but yours. You seem to think that everything should be arranged to suit your particular needs. Sorry, but life ain't like that. You come across as a selfish spoiled kid who throws a tantrum because he can't have his favourite sweeties.

Time to move on.

But you just said you were going to use somewhere else to buy stuff in future.

Anyway what you should have done is order the new light, then send the broken one back.

You're asking crc to apply common sense, which is clearly something you seem to lack.

Hmm blaming CRC for a faulty light, that by rights they should at least be allowed to check over before even sending you vouchers. Face it, you can't have an instant service with warranty claims, anywhere!! I have the same service if I go to my LBS. They have to send the item back to the manufacturer for possible repair prior to replacing it. You can't have everything. Sometimes you just have to wait!

[i]Sorry Bonj, you fessed up and that's nobody's fault but yours. You seem to think that everything should be arranged to suit your particular needs. Sorry, but life ain't like that. You come across as a selfish spoiled kid who throws a tantrum because he can't have his favourite sweeties.

Time to move on.[/i]

Idon't give a toss how i 'come across', if you don't like the thread or you haven't got anything postiive to add then stay out of it

[i]But you just said you were going to use somewhere else to buy stuff in future.

Anyway what you should have done is order the new light, then send the broken one back.

You're asking crc to apply common sense, which is clearly something you seem to lack.[/i]
that's exactly what i have done.
I'm left with a gift voucher i (currently) have no use for.

ANYHOW - it seems like CRC have selectively chosen to ignore my (completely factual) review of the blackburn mars 4.0 light, I gave it 2 on the grounds that it packed up - but they've seemingly chosen not to include it, and only show the positive reviews! That's balanced reviewing for you. Part of why i like CRC is their user reviews, but it seems even they are worthless given that they obviously cherrypick the ones they like and bin the ones that highlight the downside of things.

[i] you don't like the thread or you haven't got anything postiive to add then stay out of it[/i]

I don't think anyone has had anything positive to say about your moaning so why did you decide to pick on one person. For that matter why did you even post, did you honestly expect support?

Just spend the vouchers at crc and quit whinging.

[i]Hmm blaming CRC for a faulty light, that by rights they should at least be allowed to check over before even sending you vouchers. Face it, you can't have an instant service with warranty claims, anywhere!! I have the same service if I go to my LBS. They have to send the item back to the manufacturer for possible repair prior to replacing it. You can't have everything. Sometimes you just have to wait![/i]

yeah well if i'd been killed by a lorry that didn't see me in a snow blizzard then i would have been knocking on crc's door demanding to know why they sold me a dud, and why they haven't even posted my review so that other people continue buying the same DUD light...

[i]if i'd been killed by a lorry that didn't see me in a snow blizzard then i would have been knocking on crc's door [/i]

Can you rise from the dead then or were you going to haunt them for their shoddy service.

very funny, yeah well you know what i mean. all they give a toss about is money money money, the world's going down the sh1t pan i tell you.

[i]yeah well if i'd been killed by a lorry that didn't see me in a snow blizzard then i would have been knocking on crc's door demanding to know why they sold me a dud, and why they haven't even posted my review so that other people continue buying the same DUD light... [/i]

When are you going to realise that CRC didn't manufacture the light. Its not their fault that it doesn't work. It is the manufacturers fault AND the manufacturers responsibility to replace it. Your arguments are ridiculous!

Think you've lost the plot, big time.

[i]yeah well if i'd been killed by a lorry that didn't see me in a snow blizzard then i would have been knocking on crc's door demanding to know why they sold me a dud,[/i]

I really think you might struggle to do that.

yeah well if i'd been killed by a lorry that didn't see me in a snow blizzard then i would have been knocking on crc's door demanding to know why they sold me a dud

You are just digging deeper and deeper here - give up.

Do you expect CRC never to sell anything that ever goes wrong?

"all they give a toss about is money money money"

but isn't money the essence of your issue - your money?

Now I didn't read this very closely 😉

*paging TJ*

but, if the item is faulty on receipt (or within 6 months or sommat) shouldn't you have a refund of your money rather then vouchers (unless you originally paid by vouchers) or a replacement - and don't you get to choose which ?

"Now I didn't read this very closely"

clearly - the problem is the one he had went wrong so he went ahead and bought another one from them then sent the first, duff, one back for a warranty claim, and then expected a refund on the price of a new one. He won't, now, send the new one back.

[i]When are you going to realise that CRC didn't manufacture the light. Its not their fault that it doesn't work. It is the manufacturers fault AND the manufacturers responsibility to replace it. Your arguments are ridiculous![/i]

er... i think you'll find that my contract of sale is with CRC. so it's their responsibility to do something about it. But at the end of the day, I accept that they've DONE what they are obliged to do, probably more (as in, just quicker).
BUT, my issue's not with that, it's the fact that they WILL let me get to the position I want to be in, just only by sending it back and ordering it again! it's not the fact that i don't agree with their policy that bugs me, what's really frustrating is the fact that i can achieve the result i want but only by jumping through a massive hoop of sending something i want back across to them only for them to send it back again!! aaarrgh! it'sjust completely unnecessary.

I'm not trying to stamp up and down 'cos i "can't get what i want", i'm just really exasperated that something so tortuous has to happen that could be solved with literally a few clicks of a mouse. I'm bewildered at the state the world's come to, to a state where we have computers that can perform heart surgery, control spacecraft and play chess, but where something has to be sent across the sea on a ferry in an envelope by someone fully in the knowledge that it will be sent straight back again because some database system requires that it be on a separate invoice. It's just exasperating that that has to happen when it's completely unnecessary, you know?

[i]but isn't money the essence of your issue - your money?[/i]

no - see reply immediately above.

[i]Now I didn't read this very closely

*paging TJ*

but, if the item is faulty on receipt (or within 6 months or sommat) shouldn't you have a refund of your money rather then vouchers (unless you originally paid by vouchers) or a replacement - and don't you get to choose which ?[/i]

where does it say that?

think you dropped [url= ]something[/url]

Part of why i like CRC is their user reviews, but it seems even they are worthless given that they obviously cherrypick the ones they like and bin the ones that highlight the downside of things.

I worry about that too, but I've submitted a few reviews and they havent shown up, even when they were positive, so I suspect its just a backlog or lost.

bonj,

Email me directly and we'll sort this out.

Andy.

So anyone know any CRC discount voucher codes? 😉

[i]bonj,

Email me directly and we'll sort this out.

Andy.[/i]

ok thanks ygm.

Funniest thread in a while!!! 😆

Bonj - When you've calmed down, read through it from the start, I think even you will have a good laugh, especially if Andy has sorted things out for you! I only read the first page, proves you can have too much of a good thing! 😀

My god, what would it have been like if you were out of pocket for a Nite Rider Moab at £432 from CRC !!!

Though it seems (yay for CRC!) that this has blown over

for the benefit of WWaswas and bonj [url= http://www.berr.gov.uk/whatwedo/consumers/fact-sheets/page38311.html ]from here[/url]

This suggests that [b][i]"but, if the item is faulty on receipt (or within 6 months or sommat)"[/i][/b] you can have a refund. Of course this would be subject to a reasonable delay while manufacturer or supplier examines it to see if failure is NOT due to inherent fault and there's clearly a risk they may disagree with you.

Q9. Must I accept a credit note instead of a refund?

It depends on why you want to return the goods.

• If you have changed your mind, then the shop doesn't have to do anything.

• But if the goods are faulty, incorrectly described or not fit for purpose, then you are entitled to your money back (provided you act quickly), and you certainly don't have to take a credit note

You could have saved a lot of hassle if you phoned them 😀

"they WILL let me get to the position I want to be in, just only by sending it back and ordering it again! it's not the fact that i don't agree with their policy that bugs me, what's really frustrating is the fact that i can achieve the result i want but only by jumping through a massive hoop of sending something i want back across to them only for them to send it back again!! aaarrgh! it'sjust completely unnecessary."

What seems "completely unnecessary" is all this whining about it. Why don't you just stop going on about the mistake you've made, suck it up and jump through their "massive hoop". Send the light back, wait for your refund, then buy a new one with your vouchers. If you'd have done that instead of starting this thread, you'd be half way to getting the new light and wouldn't have got all this grief on here.

Of course OP is right out of order. He's completely in the wrong. BUT...all his shouting has got Andy to speak to him directly, and he will finish up with exactly what he wants, even though everyone agrees that he's a complete***** CRC will give in to maintain good PR.

Being nice and doing things "the proper way" doesn't always work. Sometimes being a complete sh1t is the better policy.

Lol @ this thread.. just goes to show what happens when you go to work!

If you want goods at cheap prices with genrally service, go to a massive mail order place like CRC with good buying power.

If you want personal service, where they know your name and make you a coffee, use your LBS.

If CRC didn't have policys in place, or didn't stick to them, they would enter a minefield- how popular would they be if they refunded you for your mistake, but the next person that did the same was told NO!

If they make a mistake, yes they should seek to resolve your issue on a more personal level- if YOU make the mistake, you have to accept there are rules and guidlines in place.

Hmmm, I had a problem with regards to CRC recently. I sent an email to CRC asking for them to sort it out for me and Andy emailed back saying that there was nothing he could do for me. I whinged on here about it and then they sorted it out for me. My problem was similar to Bonj's in that it may have been my mistake in the first place. What is annoying though is that my problem like Bonj's is easily sorted once we air our dirty laundry in public. If it is possible to rectify something and keep a customer happy then it's just good business practice to do so, why should Bonj have to endure a bashing by the stw massive before it's sorted?

Oh, and if goods are faulty the retailer is allowed to repair/rectify the problem, replace the item or refund the customer in the same manner in which they paid. Vouchers/store credit should not be issued unless specified by the customer. So before the stw collective start bashing some one like Bonj again they need to check the facts as Bonj had a legitimate complaint to take to trading standards.

On a lighter more positive note I had to send some forks back to CRC recently to have some warranty done and they were sent back repaired in less than 10 days. Which I'm sure you'll agree is excellent customer service, so they're obviously not all bad.

Wheen i lasted had a faulty item that i couldn't do with out i checked that i could get a refund if i bought a new one and they agreed that the original was faulty [b]before[/b] i ordered it.
It always pays to talk to the people/company involved as soon as you have a problem.

[i]he will finish up with exactly what he wants[/i]

So he wanted everyone on here to think he was a spolit child who has to get his own way.

Does he work in IT as well?

"You could have saved a lot of hassle if you phoned them"

...except their phones have been switched off at least since last Thursday while I have been trying to contact them and they are 3 days behind with email enquies.

They are however still getting orders out quickly in my recent experience.
I do hope they return to their previous high level of customer responsiveness soon.

Guys,

Bonj is all sorted now.

We have new staff starting the office this week and next, and more interviews are taking place on Thursday so once we get the team sorted numbers wise things will get back to normal.

Simply the number of emails and phone calls we are receiving at the moment has increased massively and overwhelmed us a bit.

Not quite 3 days behind on email, though the inbox is pretty big at the moment. We are working on it though.

Andy

Thanks Andy, thats good news. I think you run a good business and hope you continue to do well (for what my opinion is worth!)