Poor service?......... or

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Poor service?......... or

Post  RustyAs on Wed 16 Apr 2014, 1:13 pm

Am I'm just being precious??

Am I just being precious?

On Saturday 12 April I purchased $675.00 worth of gear from MCAS Auburn. I went there as I received a store credit of $1,000.00 due to a payout from Insure My Ride when I wrote my bike off a few months ago. I thought I’d shout myself some new gear to commute to work each day. Amongst the items were a pair of AlpineStars SMX5 $249.00 and a DriRider jacket $120.
I wore the jacket Mon 14, Tue 15 and was putting it again this morning, Wed 16, when I noticed the velcro that held the flap for waterproofing the front of the jacket under zipper, had started to come away. The stitching was coming undone, it was not torn.
Yesterday I wore the boots for the first time. Rode to work in the morning (55klm) no problems. Later that afternoon went to get my phone repaired and, as a result of parking, I had to walk around 100m.
After about 20 – 30 meters there seemed to be a hard piece of the “plastic?” inner at the heel of the RH boot started to rub my heel. Within 50 meters I had to stop and remove the boot. The LH boot was perfectly comfortable. After the beginnings of a blister appeared I ended up waking on tip toe for the rest of the walk.
In my opinion neither of these product were up to standard and I thought I’d return them for replacement. I didn’t want a refund or exchange them for other gear, just wanted them replaced.
To date, in any retail situation like this I have never had a problem, until now.
The staff at MCAS seemed absolutely disinterested. There were three or four of them behind the counter each of them intently feeling the inside of the boots, saying that they could not feel any difference in the boots and all trying their best to explain that because the gear had been worn there was nothing they could do, other than send it to the manufacturer to IF they thought it was defect. No issue for my boots as I couldn’t wear them any way and had my old ones on, but I was wearing my jacket.
I tried to explain to them that I didn’t think it was my place to wait or argue/negotiate with the supplier, when I purchased the items from MCAS.
One sales man told me if the gear still had all the tags and in the box, no problems he would just swap them. AND WHAT PUT DEFECTIVE ITEMS BACK ON THE SHELF FOR THE NEXT CHUMP? Give me a break.
When the issue was pressed further, one of them grabbed a policy that was hanging on the pole behind him and was in the process of shoving on the desk in front of me saying ‘Mate it’s all written here” fortunately his mate stopped him telling him that he had the incorrect policy.
I don’t care what their “policy” is, I purchased, in good faith, gear that was clearly defective, they were only interested in NOT doing anything about it, rather leave it to the manufactures. As I said every other retail situation like this, the store has cheerfully made the swap and, I guess, fought the fight with the manufacturer
Over the last few years I’ve purchased a stack of gear from them for me and the misses, including road gear for our touring including Shark and Shoei helmets jackets, boots, Draggin jeans etc and also for the dirt bike, tyres helmet, shirt and pants as well as oils and filters etc for both. I am loathed to go online because I feel the retail stores invest in stock and people, and should be supported.
Perhaps I should do what a lot of people do and utilise their huge range and advice, even use their fitting rooms to decide what I want then go home and order it on line. Just like a lot of other do. At least I’ll get the service I expect!

Perhaps one of the more prominent retail men, Aldo Guci, who transformed his father's leather goods company into a major Italian fashion house that came to embody luxury and style once said
“The bitterness of poor quality is remembered long after the sweetness of low price has faded from memory.”

I can assure you I am one bitter customer

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Re: Poor service?......... or

Post  Hammy on Wed 16 Apr 2014, 1:27 pm

You are definitely NOT being precious, and that retailer has a lot to answer for. It is up to them to make good on any recent purchase that does not come up to standard.  Then it is his job to deal with his supplier, and down the chain it goes.  By there actions they are not doing the manufacturers any favours. One pair of boots to a large manufacturer is NOTHING !  Same with a jacket.  Good PR is EVERYTHING !  I hope you follow it up and get satisfaction.
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Re: Poor service?......... or

Post  Bosco15 on Wed 16 Apr 2014, 1:34 pm

Step one. Politely inform the manager of your intention to post your dissatisfaction on every forum that you can access, if they refuse to resolve your situation.

Step two. Post your dissatisfaction on every forum that you can find.

Step three. Email links to your posts to said management.

As you stated, retail outlets must go the extra mile to keep your custom, as the world's motorcycle shops are now inly a click away.
Good on you for taking the fight to them. Good luck in getting an outcome.

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Re: Poor service?......... or

Post  madmax on Wed 16 Apr 2014, 1:38 pm

Print this PDF file and take it in to them. They are in breach of the law.

Even if you have worn the jacket or boots you can return them.

http://www.consumerlaw.gov.au/content/fact_sheets/_downloads/consumer_shopping_20120111.PDF

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Re: Poor service?......... or

Post  Truck bandit on Wed 16 Apr 2014, 2:01 pm

I think what you have said is extremely bad advertising for this store and there is no way I'd go there at all anymore.

It seems they are a big franchise with no compassion for their customers.

This is in complete contrast to the employees you get at BIKERS GEAR AUSTRALIA in Cowes who go out of their way in demonstrating their product and service you should expect when buying quality, safety products. 

MCAS Auburn should be ashamed that once they have your money, they don' want to know you!!!

Shame - MCAS Auburn - shame!

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Re: Poor service?......... or

Post  Baz on Wed 16 Apr 2014, 2:08 pm

Post that pdf file on their facebook page and ask them to clarify their returns policy and how it conforms to consumer laws. Tell them a lot of m/c forums are waiting on their answer.

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Re: Poor service?......... or

Post  Bosco15 on Wed 16 Apr 2014, 2:26 pm

Baz wrote:Post that pdf file on their facebook page and ask them to clarify their returns policy and how it conforms to consumer laws. Tell them a lot of m/c forums are waiting on their answer.

I like your thinking, Baz.  Twisted Evil 

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Re: Poor service?......... or

Post  RustyAs on Wed 16 Apr 2014, 2:44 pm

Bosco15 wrote:
Baz wrote:Post that pdf file on their facebook page and ask them to clarify their returns policy and how it conforms to consumer laws. Tell them a lot of m/c forums are waiting on their answer.

I like your thinking,  Baz.  Twisted Evil 

Me too....

That's why I did it  Twisted Evil

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Re: Poor service?......... or

Post  2wheelsagain on Wed 16 Apr 2014, 3:23 pm

I've had cause to return a pair of Alpine boots that I wore for 2 weeks.
My local shop replaced them and returned the unfinished (unwaterproofed) boots to the regional rep no questions asked.
I think my boots were made by a vodka pickled Czech.

I've also returned a pair of RJays rain pants that had the stitching around the velcro start to come away. Mainly because it was super velcro and was very hard to separate.
The shop you went to was way out of line. They are in the wrong.

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Re: Poor service?......... or

Post  dhula on Wed 16 Apr 2014, 3:37 pm

The Jacket; agree refund, replace, what ever. It's faulty and I think the shop should look after you, in fact I think they have a duty to look after you. I reckon it should be a "Here is a new one sir, very sorry for what's happened, we'll chase it up with the maker: kind of thing.

The boots on the other hand might be a bit different, I can see it falling into the same category as the jacket on one hand, but I can also see it falling to the "You tried it on and there were no probs" category as well.
The boots don't fit my feet properly and cause me pain -v- The boots are doing what they are designed to do and it's your feet that are the problem as they do not fit the boot correctly.......... Hmmm, tuff one.

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Re: Poor service?......... or

Post  madmax on Wed 16 Apr 2014, 3:46 pm

dhula wrote:The Jacket; agree refund, replace, what ever. It's faulty and I think the shop should look after you, in fact I think they have a duty to look after you. I reckon it should be a "Here is a new one sir, very sorry for what's happened, we'll chase it up with the maker: kind of thing.

The boots on the other hand might be a bit different, I can see it falling into the same category as the jacket on one hand, but I can also see it falling to the "You tried it on and there were no probs" category as well.
The boots don't fit my feet properly and cause me pain -v- The boots are doing what they are designed to do and it's your feet that are the problem as they do not fit the boot correctly.......... Hmmm, tuff one.

I'm not so sure, trying the boots on in the shop is one thing, going for a walk in them is another.
The irritation in one boot maybe from a manufacturing error
I haven't had to "break in" a pair of boots or shoes for 20 years including work boots.

Interesting to note that most shops will refuse to take a helmet back, yet this too breaks the consumer law

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Re: Poor service?......... or

Post  madmax on Wed 16 Apr 2014, 3:47 pm

RustyAs wrote:
Bosco15 wrote:
Baz wrote:Post that pdf file on their facebook page and ask them to clarify their returns policy and how it conforms to consumer laws. Tell them a lot of m/c forums are waiting on their answer.

I like your thinking,  Baz.  Twisted Evil 

Me too....

That's why I did it  Twisted Evil

It will be interesting to see their answer

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Re: Poor service?......... or

Post  Bosco15 on Wed 16 Apr 2014, 4:16 pm

One of the first and most important things that I was taught, when I started in customer service at Natrad, was that the customer is Always right. Even when they're wrong.
I started arguing a point with a customer, politely pointing out their error, & the boss intervened. Handed over a new radiator.
He later explained to me that the cost price of the radiator was about $100. The good will that he created, priceless as opposed to the bad name that we would have gotten had we sent an unhappy customer away.
Bad word of mouth travels like wild fire, as evidenced here today, and can be very bad for business.
I wonder if the customer service that you received was from a couple of young pups, like pimply Natrad Bosco, who haven't yet benefited from the wisdom of their boss.
Perhaps you may have some success if you return to the store with this thread printed out and spend some quality time with the manager.

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Re: Poor service?......... or

Post  barry_mcki on Wed 16 Apr 2014, 4:57 pm

Having watched countless episodes of ACA and other TV programs, I'm now an expert on Consumer Law.  

Well, not really, but from what I can tell the law is pretty clear, a product unfit for purpuse has to be rectified at the place of purchase by replacement, money back or repaired.  You sending it to the manufacturer is their cop out.  

BTW, it does not matter what is written on their policy forms, you signed no contract so the Australian Consumer Law still applies (actually it does in all cases, you can't sign away your rights).

Word of warning about bad mouthing them in other arenas, that could get messy.  Even if they are 100% in the wrong, can you afford to pay the legal cost of a Slander suit ?  Best to stay calm, insist on your rights, and let them know Consumer Affairs is on your speed dial.

Good Luck.

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Re: Poor service?......... or

Post  gus on Wed 16 Apr 2014, 6:26 pm

I bought a pair of tennis shoes once . After 30 mins of tennis I had worn  hole through the toe of the shoe and my sock .The next day I took them back
to the shop I bought them from . I explained politely that I had only worn them for 30 mins would like them replaced .
She grumpily replied "LOOK"S LIKE THEY HAVE BEEN WORN FOR MORE THAN 30MINS TO ME '
I replied ' exactly , that's why I would like them replaced"!
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Re: Poor service?......... or

Post  Boatz on Wed 16 Apr 2014, 9:04 pm

barry_mcki wrote:Having watched countless episodes of ACA and other TV programs, I'm now an expert on Consumer Law.  

Well, not really, but from what I can tell the law is pretty clear, a product unfit for purpuse has to be rectified at the place of purchase by replacement, money back or repaired.  You sending it to the manufacturer is their cop out.  

BTW, it does not matter what is written on their policy forms, you signed no contract so the Australian Consumer Law still applies (actually it does in all cases, you can't sign away your rights).

Word of warning about bad mouthing them in other arenas, that could get messy.  Even if they are 100% in the wrong, can you afford to pay the legal cost of a Slander suit ?  Best to stay calm, insist on your rights, and let them know Consumer Affairs is on your speed dial.

Good Luck.

Good advice.

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Re: Poor service?......... or

Post  RustyAs on Thu 17 Apr 2014, 8:28 am

barry_mcki wrote:Having watched countless episodes of ACA and other TV programs, I'm now an expert on Consumer Law.  

Well, not really, but from what I can tell the law is pretty clear, a product unfit for purpuse has to be rectified at the place of purchase by replacement, money back or repaired.  You sending it to the manufacturer is their cop out.  

BTW, it does not matter what is written on their policy forms, you signed no contract so the Australian Consumer Law still applies (actually it does in all cases, you can't sign away your rights).

Word of warning about bad mouthing them in other arenas, that could get messy.  Even if they are 100% in the wrong, can you afford to pay the legal cost of a Slander suit ?  Best to stay calm, insist on your rights, and let them know Consumer Affairs is on your speed dial.

Good Luck.

For what it's worth, they offered to send the items back to the manufacturer

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Re: Poor service?......... or

Post  madmax on Thu 17 Apr 2014, 11:32 am

RustyAs wrote:
barry_mcki wrote:Having watched countless episodes of ACA and other TV programs, I'm now an expert on Consumer Law.  

Well, not really, but from what I can tell the law is pretty clear, a product unfit for purpuse has to be rectified at the place of purchase by replacement, money back or repaired.  You sending it to the manufacturer is their cop out.  

BTW, it does not matter what is written on their policy forms, you signed no contract so the Australian Consumer Law still applies (actually it does in all cases, you can't sign away your rights).

Word of warning about bad mouthing them in other arenas, that could get messy.  Even if they are 100% in the wrong, can you afford to pay the legal cost of a Slander suit ?  Best to stay calm, insist on your rights, and let them know Consumer Affairs is on your speed dial.

Good Luck.

For what it's worth, they offered to send the items back to the manufacturer

Yep they can do that, right after they have exchanged them.
That's what I don't get about shops that behave like that. They don't lose out anyway, they get a credit back from the supplier.

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Re: Poor service?......... or

Post  RustyAs on Sat 19 Apr 2014, 9:55 am

Hey all, thanks for your support, the following is a response from MCAS when I asked them to clarify what there policies are and how they conform with our consumer laws.

What do you think?

Perhaps you might like to post a comment on their FB page MCAS FB
Cheers

Judy O'Grady ( This is my wife its her FB Page)
Hi,
 I was wondering if you could clarify your returns policy and how it conforms to consumer laws? A lot of m/c forums are waiting on the answer.
http://www.consumerlaw.gov.au/content/fact_sheets/_downloads/consumer_shopping_20120111.PDF

http://www.consumerlaw.gov.au/content/fact_sheets/_downloads/consumer_shopping_20120111.PDF
www.consumerlaw.gov.au

3 people like this.
.
MCA Motorcycle Accessories Supermarket Pty Ltd Hi Judy,
MCA fully comply with Consumer laws. Most faults are determined by suppliers. Once a fault has been determined the supplier can choose to replace, repair or issue a credit. These situations are looked at case by case.
Regards, MCA
April 17 at 3:27pm · Edited · Like

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Re: Poor service?......... or

Post  madmax on Sat 19 Apr 2014, 2:58 pm

Nope sorry not good enough. You buy from the retailer not the supplier its the retailers responsibility to sort exchanges out.

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Re: Poor service?......... or

Post  Boatz on Sat 19 Apr 2014, 3:25 pm

Imagine if Car Dealers do that, "Sorry mate the problem with your Honda is not our problem, we will have to wait and see what MR HONDA says about it before we can do anything."   Mad

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