Speak to the retailer or supplier as soon as you discover a problem. Explain what the problem is and how you would like it to be resolved. If it's a fairly minor problem, the supplier can choose whether to have the goods repaired or replace them. If the problem is substantial, you can refuse a repair and request a replacement or a refund. You should take your proof of purchase with you, eg your receipt or bank statement, or the contract for services.
fish_fiddler wrote: Has this quote on the timeframe come directly from the wholesaler? eg Shimano or Daiwa? or from the physical sales store such as a Hunting and Fishing? As being someone who used to work in a fishing store, the stores are at the mercy of the suppliers/ wholesalers a lot of the time and are just passing on what they have been told. If this is the case, I would ask to speak to the supplier directly as you are not satisfied with the time it will take, and the fact you probably paid good money for a reliable product that has buggered itself. The suppliers do hold the right to repair if it is seen as a good and low impacting solution. I would check in with the supplier and see if you cannot get the repair sped up, if not, I would be asking for a better solution as this is not what you had in mind when buying a quality product from a repeatable brand. I commend you for not naming and shaming. Cheers! |
kingiFiddla wrote: The consumer's contract is with the store. If the supplier is hanging the store out to twist in the breeze, that's entirely a matter for the store to sort out with the supplier and the consumer should never be told to spend more of their time contacting the supplier, who has no contract with the consumer.
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If the problem with a product is minor and can be fixed, you have three choices:
The customer must accept the remedy you choose. Think carefully before offering repairs. If these are likely to be expensive or labour intensive, perhaps it’s better to offer a replacement or full refund instead.
If you refuse, fail or take too long to address the problem, the customer can:
kingiFiddla wrote: Sorry fish_fiddler, I disagree. The consumer's contract is with the store. If the supplier is hanging the store out to twist in the breeze, that's entirely a matter for the store to sort out with the supplier and the consumer should never be told to spend more of their time contacting the supplier, who has no contract with the consumer. It strikes me as the store trying to use the public to put heat on the supplier when its none of the consumers business, at least until the store says no to a refund or replacement. If it is indeed the case the supplier has dropped the ball, the consumer should never be exposed to that, rather a store should just own the issue, not pass the buck, and step up and resolve it. Eight weeks is a joke, even if the consumer has other reels to fall back on. If I'm reading the CGA properly, the delays takes the right to repair away from the store and the consumer has the right to refund or replacement and should have been requesting one or the other a month ago, and certainly now, even if told the parts are two days away. If the store doesn't play ball then I have zero issues with naming them. They then get a right of reply and every other store is no longer suspected by anyone of being the ratbag store. There are great stores that really look after consumers. Heck, I've had outstanding support from suppliers too that stepped in when a store dicked me around. I've got zero problem with singing a store's praises, just as I have no issue with singling out a store when they screw me around. |
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