Thread: Faulty new gear. What would you do?

Hi all,

Bought a brand new pair of stoney creek knee high gaiters with xmas voucher.
Went to wear for the first time a couple of weeks ago and one of the domes had pulled through the fabric.
Took em back to where I got them and they got me to fill out a form to return to the workshop in Tauranga for repairs.
I said like fuck i dont want repaired goods I bought new. They said they will be like new and only take 2 days.
So its been about two weeks and still no sign.
I am tempted to get my coin back (not sure if I can since it was a voucher) and go elsewhere.

Would you stand for this?
Am I just an impatient unreasonable asshole?

They should have replaced them on the spot. It was a new pair and should not require repair work before their first use.

I would go back into the shop and demand a new pair right now or a full refund. You payed with a voucher so they will probably only refund you with a voucher equating to the total value of the faulty product.

Originally Posted by Bryan

They should have replaced them on the spot. It was a new pair and should not require repair work before their first use.

I would go back into the shop and demand a new pair right now or a full refund. You payed with a voucher so they will probably only refund you with a voucher equating to the total value of the faulty product.

Yes that was my initial reaction, should have followed my gut.

Contact Stoney Creek directly. From what I have heard/read they are a very obliging company and stand by their products.

I thought domes only pulled out of Ridgeline products

The right thing for them to have done would have been to have swapped the faulty product for a new one and sent you on your way. In Ryan's perfect world at least...

Any item sold must be 'fit for purpose'. Ask them them to explain to you how your rights under fair trading and other legislation are being respected in this case.... Talk to the chief, not the Indians. "this has been my experience......please reassure me....." Have a witness. Sounds intimidating but bugger it, some retailers have few clues what their obligations are. Be a squeaky, but polite wheel. Take notes. Clarify. I'm a rottweiller on steroids if anyone tries me...

I'm going to see them after work. Nice but firm.

Originally Posted by sako75

Contact Stoney Creek directly. From what I have heard/read they are a very obliging company and stand by their products.

I thought domes only pulled out of Ridgeline products

I did ask if they have had any others come back for the same issue, no is the answer of course

When you're talking to them, remain calm. If they say something you want to bite at, say; "let me make sure I hear you correctly- you are telling me....." count off the points on your fingers if needs be. Stopping to note a response helps you stay in control. Absolutely, absolutely begin with a firm handshake, introduce yourself by name, repeat their name and clarify their role. Intimidating, but don't waste your time on the staff. Politely ask to speak to their Supervisor or the Store manager-please!!!!

+1 on the firm handshake, I just cant take anyone that seriously when they have a limp wristed shake.

That soon after purchase I would have insisted on a new pair. As others have said, be firm, let them know exactly what you are entitled to and don't deal with the floor staff! One in 20 is worth talking to, the rest just want you outta there so they can carry on playing solitaire. I'm not one to suffer fools or poor service, especially when I'm paying for something.

Just a impatient unreasonable asshole

Good advice all thanks. I have just been in, i know most of the staff including the branch manager.
What do you know my 'repaired' gaiters were there, apparently its a mess out the back and they would have contacted me soon.
Anyway, had a look at the repair and to be fair its a new dome and looks stronger that the factory chinese ones.
So its still under full warranty and i'll be keeping a close eye on them.
Be interested if anyone else has had any issues with stoney creek gaiters?

Im happy for now but im still of the opinion they should have replaced the items.

Originally Posted by Toby

Just a impatient unreasonable asshole

Ha ha takes one to know one manling

Sometimes shit happens, its hardly the stores fault that the product was faulty. If the shop just replaces the item then they could be left out of pocket, because often the suppliers want to assess the goods before replacement.

Also the shop doesn't know whether the goods were truly faulty when sold or if the customer took them out and managed to break them first use, its your word against theirs (Im not saying that Gibo did this, but it does happen). This means there has to be some give and take from both parties to reach an agreement, rather then one party just bowing to the demands of the other as some of you blokes think should happen.