Faulty new gear. What would you do?

Have a Stowit Jacket, brillient. Had an issue with a dome falling off. Stoney Creek replaced the Jacket.

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Originally Posted by Pengy

Shit !! I have two pairs :wtfsmilie:

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You must be sooooooo gay!!!

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Originally Posted by Shearer

I think these situations require a bit of give and take and a bit of patience. I have worked in wholsale/manufacturing, retail and of course am a consumer so have seen all sides of it.
Consumer guarantee act does not demand immediate replacement and a shop is quite within their rights to have the manufacturer or distributor assess the product.
When in retail I lost count of the number of times people would come in with a faulty item claiming it was the first time
they had used it when it was clear it had been half way around NZ and back and dragged through the mud on the way home.
It all comes back to good will between the customer, retailer and supplier.
No manufacturer wants a bad reputation for their product and no retailer wants to piss off their customers but for some reason we consumers don't seem to give a rats if their local retailer has to wear the cost of a faulty product.
If a manufacturer decided to repair a product, as in Gibos case, what is the retailer going to do with it if he supplies a new replacement? They can't sell it 'secondhand'.
I am glad you took the action you did Gibo as it seem things worked out for everone. All situations are different and certainly some situations do require a instant response but as I said, a bit of patience with regard to a amicable outcome goes a long way to keeping everone happy.

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Actually it does. Contracts are always two party and the consumer has not been in contact with the manufactured/wholesaler just the retail store when making the purchase. The act covers the transaction between the retailer and consumer and states that it is up to the retailer to sort the problem with whomever supplied the goods to them.

But I agree a bit of give and take by all parties goes a long way and normally nets the best outcome for all. It is the kiwi way and I always do.

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Originally Posted by gadgetman

Actually it does. Contracts are always two party and the consumer has not been in contact with the manufactured/wholesaler just the retail store when making the purchase. The act covers the transaction between the retailer and consumer and states that it is up to the retailer to sort the problem with whomever supplied the goods to them.

But I agree a bit of give and take by all parties goes a long way and normally nets the best outcome for all. It is the kiwi way and I always do.

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Yes. The contract is between the customer and the retailer. But the retailer has the option of repair, replace or refund depending on the nature of the fault.
If the retailer chooses to repair (as in Gibos case) then the maunfacturer/distribtor will more than likely be involved although they have no direct obligation to the customer.
Providing remedies for goods | Consumer Affairs

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Originally Posted by gadgetman

Legally speaking the shop was required to replace them on the spot when you first took them back, this is set out by the consumers guarantee act and deals with the contract between the retailer and consumer. This has absolutely nothing to do with any manufacturers warranty. It is the shops job to sort out replacement stock/recover costs from the manufacturer/wholesaler/importer/whatever. That is determined by the contracts they have between them. If the shop gets stuck with dud gear that is for them to sort out.

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Legally speaking, they are not required to replace them on the spot.
Providing remedies for goods | Consumer Affairs

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Originally Posted by Shearer

Legally speaking, they are not required to replace them on the spot.
Providing remedies for goods | Consumer Affairs

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Heads not right, I didn't word it very well. You are correct. But if it obviously looks new they are expected to replace it, unless it is the likes of a car or something like that.

"These projectiles don't work in my rifle *hands a bag on mushroomed projectiles to the clerk* I wanna refund please"

:D

Really what does it matter? You have now got a product which is probably superior to the original, call it modified rather than repaired if it makes you feel better.

Watch who you try and puff your chest up with, it can work against you as they'll just think you're a wanker. People who try and act tough and talk down to me at work end up finding me a lot harder to deal with and often get told to go away and come back when they're a bit more reasonable.

Bit late on this Gibo, but I bought a stoney creek day pack a few years ago, after a few outings the strap thing on the zip pulled out, I coun't be arsed sending all the way to dunedin to the shop I bought it from and the mucking about waiting after that so contacted stony creek thenselves offering to send it direct.
They told me not to worry about it , asked for my address and sent me a new one with updated zip puller things.
The other was perfectly functional aprt from the leather thing you pulled one of the zips with.
tied a bit of cord around it and they are both pefetly functional still.

So they seem to stand by their gear.

I have a Stoney Creek coat that the tape on the inside of the seams in the hood started coming off (not enough washing sweat out on my part), and SC re-attached the seam tapes no charge, despite the fact that it was years old. Great service.

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Originally Posted by Savage1

Really what does it matter? You have now got a product which is probably superior to the original, call it modified rather than repaired if it makes you feel better.

Watch who you try and puff your chest up with, it can work against you as they'll just think you're a wanker. People who try and act tough and talk down to me at work end up finding me a lot harder to deal with and often get told to go away and come back when they're a bit more reasonable.

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Couldn't agree more. It works both ways too. Much better to have everyone on the same side working out an amicable solution; you will achieve more working together than battling each other.

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Originally Posted by Savage1

Really what does it matter? You have now got a product which is probably superior to the original, call it modified rather than repaired if it makes you feel better.

Watch who you try and puff your chest up with, it can work against you as they'll just think you're a wanker. People who try and act tough and talk down to me at work end up finding me a lot harder to deal with and often get told to go away and come back when they're a bit more reasonable.

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Yeah more a figure of speach in my post, was a bit pissed more than arrogant. I am well versed in customer / supplier relations :)

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Originally Posted by Gibo

I am well versed in customer / supplier relations :)

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Me too. You pay the hooker, she provides you the customer with a relationship service.