Thread: Faulty new gear. What would you do?

Originally Posted by SiB

The nice thing here is that you Gibo acknowledged you were a little annoyed and wanted advice. The great thing to see has been the way you balanced your own annoyance with the advice given here by us. I applaud the call you've made that you're happy with the outcome, regardless whether this was strictly per your legal rights. Good on yer mate.

Cheers SiB. I must say I walked in there all puffed up but realised pretty quick the manager was on my side so to speak.
Good to compromise if possible.
Shit im getting soft ha ha

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.

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.

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

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

Originally Posted by Pengy

Shit !! I have two pairs

You must be sooooooo gay!!!

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

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

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.

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.

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.