Thread: Faulty new gear. What would you do?

Originally Posted by Nick.m

What happens if the shop replaces the product and the supplier says "No sorry thats not under warranty"?

So this shouldnt be a problem

Originally Posted by Nick.m

Fair call, i hadn't thought of that option. It may be viable with some of the brands with low demand, but shops need to stock what customers want. No point having a shop full of gear you cant sell.

This is a prime example of a brand that has a reputable warranty, wanting to assess the gear themselves. Does that mean the warranty is worth shit, and that the store should stop stocking the brand? If the store in question had replaced the gaiters outright then we would have the situation where it had cost the shop moneyas Stoney Creek obviously wanted to repair the product on this occasion.

If i was a retailer in NZ i wouldn't even consider dropping a brand like Stoney Creek as it would have to be one of the biggest selling hunting brands in NZ.

Thats not entirely true or fair imo. I purchased brand new gear, I now have brand new repaired gear. So does the retailer not have some responsibility to get the supplier to replace the goods so that they are not out of pocket? They could have swapped for a new pair and asked the supplier to replace or repair, if the repair was not up to scratch then you shouldnt sell it again, if that is the case why should i get repaired goods that are no longer as good as when new?

For the record these had not been worn, I tried on one at the shop.

Yeap i hear ya, pretty shit that you ended up drawing the short straw. In a case like this it should really be the wholesaler that takes it on the chin.
In all honesty i think the Gaiters should have been replaced with a new set seeing as they were brand new. So i do feel for you and if i were in the same boat would be pissed as well.

Yes they could have replaced the item off the shelf and then I guess Stoney Creek would have had to front up with a new pair, to replace the stock (One would hope they would anyway). When you took the Gaiters in did you ask them if they could just swap them straight over? I couldn't tell you why some retailers do this while others dont? Maybe to do with the relationship between the individual retailer and the supplier? In the ideal world this would be the best scenario and easiest for both the retailer and customer.

My replies were not aimed at you directly Gibo just in general. I wasn't saying that you had used them just saying a lot of people return products to shops claiming they are new when they are not.

Originally Posted by Nick.m

Yeap i hear ya, pretty shit that you ended up drawing the short straw. In a case like this it should really be the wholesaler that takes it on the chin.
In all honesty i think the Gaiters should have been replaced with a new set seeing as they were brand new. So i do feel for you and if i were in the same boat would be pissed as well.

Yes they could have replaced the item off the shelf and then I guess Stoney Creek would have had to front up with a new pair, to replace the stock (One would hope they would anyway). When you took the Gaiters in did you ask them if they could just swap them straight over? I couldn't tell you why some retailers do this while others dont? Maybe to do with the relationship between the individual retailer and the supplier? In the ideal world this would be the best scenario and easiest for both the retailer and customer.

My replies were not aimed at you directly Gibo just in general. I wasn't saying that you had used them just saying a lot of people return products to shops claiming they are new when they are not.

Yeah all good Nick didnt think you were pointing anything at me.
Yeah while the guy I talked to first was scanning the item back in I had a look for a replacement pair on the shelf (none left in the size I needed).
So when I said 'there's no size of mine to replace them with' he said oh nah mate these go back to Stoney Creek to get checked, it's only a two day trip.
Me being me said oh nah bro i want to swap them. He said yip will do if thats what SC say needs to happen.
Guess I never really had the option from them.
I do now if they fuck out however so like I said, Its all good for now.

Originally Posted by Gibo

Thats not entirely true or fair imo. I purchased brand new gear, I now have brand new repaired gear. So does the retailer not have some responsibility to get the supplier to replace the goods so that they are not out of pocket? They could have swapped for a new pair and asked the supplier to replace or repair, if the repair was not up to scratch then you shouldnt sell it again, if that is the case why should i get repaired goods that are no longer as good as when new?

For the record these had not been worn, I tried on one at the shop.

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.

Spot on GM.

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.

Now I have the issue of VC calling knee high gaiters gay.......might have to sell them second hand now VC you in the market

Shit !! I have two pairs

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

Originally Posted by Pengy

Shit !! I have two pairs

You must be sooooooo gay!!!

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.

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.

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.

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

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.

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