Poor Service?........or
Posted: Wed Apr 16, 2014 12:09 pmAm 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
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
