I'm having major frustrations with a [u]very[/u] well known bike trader. Approaching 7 weeks ago I notified them of a problem with goods purchased, within warranty. They spent 3 1/2 weeks trying to source replacement parts without success and then asked me to return the goods to them for inspection.
I returned the goods, they acknowledged receipt and a few days later told me that my item had been returned to the manufacturer (outside of the UK). I have been waiting 3 weeks for an update and each time I have contacted them I've not been given any update.
I contacted the manufacturer directly this week, they referred me to the UK distributor, who have told me that the seller should have sent the goods to the UK not the european office. Yesterday I was told that the return has not been received by the manufacturer, and had they been they would have contacted the sender to say that they needed to be returned to the UK distributor.
So I get back in touch with the seller, who tell me that they are 'trying to find the tracking number' for their shipping back to the manufacturer.
As you can imagine I'm now incredibly hacked off with this and feel I'm being spun a yarn. I'm not mentioning names in this thread deliberately as I am still hoping that this is resolved amicably. I get the impression they are trying to help me but I'm starting to think that things have hit a stop.
Has anyone had a similar experience? Any tips on the course of action I should take if I don't get confirmation on the sellers tracking number for their return shipment to the manufacturer? I have all the email correspondence I've made.
Purchase cost of item is >£400 so not like I can write this off as a bad experience 🙁
Demand money back and walk away
Do they have a facebook page?
When my GF had problems with an item and was getting a poor reponse, one post on facebook had it sorted very quickly, they don't seem to like the bad publicity it can quickly generate on there.
If you have returned it to them and they have lost it, then thats their fault they should provide you with a replacement or refund imo. You could have sent it direct to the manufacturer if you wanted to deal directly with them.
I've been told by the uk ditsy that the seller isn't authorised to sell the goods, hence I guess why they returned them direct. What makes it worse is the uk disty said they have a 24hr turnaround on returns.
I'm sure that if something can't be fixed within 4 weeks then they have to give you a new one legally. Double check, but I'm pretty sure on that.
And this is one of the issues with buying cheap gear from non-authorised re-sellers.
And this is one of the issues with buying cheap gear from non-authorised re-sellers.
And just how difficult is it to find that information out- we even have the situation where some retailers will sell both oem and retail stock from the same manufacturer.
I've several times mentioned that where there may be doubt over the source/provenance of the goods that the retailer should be at least morally obliged to indicate when parts are grey, but no-one seems to care.
Good luck op, at the least you're up for a refund.
And this is one of the issues with buying cheap gear from non-authorised re-sellers.
The seller didn't state they were not an authorised reseller, they have other items for sale still from the same manufacturer with large % off RRP but without any indication that they are not covered under a UK warranty either.
It's time. Name and shame.
Your warranty is with whoever you bought the item off, its nothing to do with the manufacturer, importer or anyone else so you should be persuing the shop. Some manufactureres will offer a warranty above this but your statutory rights say its with whoever you bought it from.
Its up to them to resolve this in a resonable time, if they choose to take the risk of sending it on to someone else then thats their problem, you shouldn't have to suffer becasue of it.
There's no real point to this thread without the details of the seller.
You already know they owe you a refund or replacement.
There's no real point to this thread without the details of the seller.
I presume there's a link to this topic in an email sent to said seller. Just to 'encourage' them to pull their finger out. Sounds pretty unacceptable to me based on what you've said. Small claims court? It's not your problem they've lost the parcel / tracking number.
As above, it's not your problem.. and it does indeed have a warranty as defined by your statutory rights, as for them losing it in the post then that's their problem too,
demand a refund and name and shame as well...
Much of the background is irrelevant.
Your issue is with the retailer and retailer alone. Something breaks, they sort. You are not liable/should not have to be out of pocket for some admin errors by any company associated with it.
As said above your contract is with the retailer, their dealing with distibutors etc as bob all to do with you, I would say their 'reasonable time scale' has expired, especially as they seem to have 'lost' the item, refund or replacement time, if they refuse either of these trading standards have a very handy ton of bricks to sort it
I'm guessing it's mavic and a website beginning with w?
If it's who I think it is the boss will be along shortly to apologise stating they are a growing company and have had a few key members of staff leave recently which has caused problem... Again
I'm guessing it's mavic and a website beginning with w?
It's a good guess, but it's not right...
No idea if this will be of any help, thought it was worth a mention. If you made your purchase with a credit card you may be able to claim the money back from the credit card company. There is an element of purchase protection under section 75 of the consumer credit act where card issuers and retailers take joint responsibility for faulty purchases.
Either name them, so we all can be aware, or don't bother posting it on a forum! 😯
I'm guessing it's Kona and website beginning with C?
Professor plum with the lead pipe in the library???
Its got to be a CrackandFail and a wizardy shop 😛
I accuse the cheap Yeti 575, from CRC, with the broken swingarm.
Have to say I think the "unauthorised retailers" thing is kind of bull****- very poor to turn to your customers and say "Oh but you bought it from the wrong shop therefore bugger off"- because they [i]are[/i] still your customers.
And as's been observed, there's really no way for the consumer to know that there's an issue til it occurs. So it seems to me that if a manufacturer wants to impose that sort of restriction then it's up to them to control their distribution.
Does the retailer begin with a Q?
No? Then how about suspension forks at a shop beginning with m?
I'm gonna go; suspension forks and a shop beginning with o.
I want to see if the seller can resolve this first, going to give them 5 working days.
No joy then and for the sake of others getting stuffed I'll post who it is.
I know plenty of people have nothing but good to say about them so I have a little faith left that this is a cock-up somewhere and not the norm
Make sure you make it clear to the retailer (in writing) [b]what [/b]you are expecting (e.g. news of your item, replacement of item with new and and refund of return shipping, or full refund including return shipping) by [b]when[/b], and what action you will take if they fail to provide satisfaction by said date.
end of the day, your issue is nothing to do with the manufacturer, you deal with the shop. The grey market nature of the item is not your problem. Again it is the shop who has to sort it.
Only things you need to be aware of is how old is the item, and where you bought it. Oh and it helps you can prove you bought it.
oh, dear lord
it's, "him" isn't it ? 😯
oh, dear lordit's, "him" isn't it ?
Rhymes with Cave Kind?
'He' was my first thought!
Rhymes with Dave Hinde?
Yep, kind of suspected it was "him" but hope it isn't.
Your contract is with the seller. What their situation is with the manufacturer or distributor isn't your concern. If the goods were faulty the seller needs to sort it, refund fix or replace are probably the only options.
Look up the sale of goods act.
if I were you I'd visit said shop and threaten legal action. They have lost a bit of your bike whilst they were responsible for it. They need to replace it either physically or financially?
Does he sell bombers BTW?
I got them through who I would say is thought to a reputable seller on this forum.
It was what action I take should this not be resolved, i.e. all very well me saying I want a replacement / refund but what if they don't oblige? I've been on the Consumer site and various Google results but as with most govt sites the information is less than obvious.
Think I'll try and talk to the Citizens AB this week.
By
I got them through who I would say is thought to a reputable seller on this forum.
Do you mean this was effectively a private sale then? If so, "buyer beware" is the phrase used or did yo mean " folk on this forum consider them to be a reputable seller" ?
It seems fairly simple to me though, if the seller lost some bits in his keeping that belonged to you, then he has an obligation to replace them or compensate you for their loss.
If they won't play ball, small claims court or Judge Judy, depending where you live.
Edit, if folk here consider them to be a reputable seller, then it's not "him" is it?
oh, dear lordit's, "him" isn't it ?
Voldemort!?!?
oh, dear lord
it's, "him" isn't it ?
Voldemort!?!?
Shhhhhhh!
No it was a bike trader rather than a private seller.....
So, who is it?
If its CRC then I have the MDs email address... I got a response and refund within an hour of mailing him.