Poor Service?........or

[RustyAs]

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

[MadKaw]

Place of purchase is responsible, you do not have to deal with the supplier.

http://www.consumerlaw.gov.au/content/t ... _guide.pdf

Lodge a compliant online, its easy and Fair Trading will get back to you and contact the seller.

http://www.fairtrading.nsw.gov.au/ftw/A ... laint.page?

[fireyrob]

The jacket is faulty and they should just replace like for like.

The boots arent faulty. If you choose to wear poorly fitted or boots not suitable thats your issue not theirs.

Hence wear thicker socks and insist they replace the jacket thats faulty.

[RustyAs]

The jacket is faulty and they should just replace like for like.

The boots arent faulty. If you choose to wear poorly fitted or boots not suitable thats your issue not theirs.

Hence wear thicker socks and insist they replace the jacket thats faulty.

I don't believe the boots are poorly fitted. I tried them on in the shop and they fitted well.

Thick or thin socks should not be the "fix" for poorly made or fitting boots. I've worn boots, new and old for years on mine sites, construction site etc and all well made boots fit well.
Also if they were a poor fit, both heels would be affected. I know left and right feet are different but this is mainly at the front and the width, in the heel, they generally are the same.

Also, the gear aside, the attitude of the staff is what really pisses me off!

[ZXR750]

The boots are a tough one. They may just need a wear in period. I have cricket shoes that give me blisters but the fit still feels good. Some times I get blisters some time I don't. The sales person should have suggested that you continue to wear them for another week or so and then come back if they do not feel any better. The jacket should definately have been replaced there and then and done with a smile on their faces.
Piss poor service is unfortunately becoming the standard these days and not just the above mentioned shop.

[Gav]

It's all made in China so its all shit.Just like every thing else you purchase in this country.

[fireyrob]

Re the boot - Bad design or not unless they are faulty you cant just simply return them. Thats like buying a new zx10r and complaining the seat isnt comfy after a ride and wanting to return it.

Agreed the service is shite in there. Hence I walked in and walked out and wont return after my last visit.

[Johnnie5]

for when you have some time to spare have a read here

http://www.accc.gov.au/consumers/consum ... guarantees

consumer law changed a couple of years ago so it has some grey areas

i had an issue with mca years ago with some dirtbike gear

iirc the pants got restiched but the glove from 1 off had a hole through the palm on dirt

jumper up and down and got replacement gloves and what do you know the new next year version of
gloves had a nice thick pad on the palm

[Natsev]

The Taren Point store is no better, I will never shop there again.. The service I received from the manager of the store was unbelievably bad. There return policy is a joke..

[kawasinley]

Jacket yes, boots no.

Unless the boots were coming apart it's a hard ask to have them take back something that is "only" uncomfortable.

But as for the jacket, I'd be throwing the biggest tantrum if they didn't take that back after 2 days, that's wrong.

[Zedex 6]

I purchased a helmet and lots of other bike riding gear for the young bloke for a trip to PI from MCA auburn, the helmet was on special and was only 2 years out of date, which was OK, But during the ride to PI the visor bracket broke and kept riding up in the wind.
We sealed it with tape until we got home, took it back what a friggen waste of time, they said it was on special and no warranty WTF........ I just wanted a replacement of or they supply me a spare part. especially after spending good dollars there,They still wouldn't honor it, regardless of whom I spoke to in the power lists of personnel.
Whether it's on Special or discounted, you buy the goods they supply and they should back and honor the products they sell.

I'll will never buy anything from them again!

Its a pity it's not Domain or Harvey Normans where they just give you a replacement regardless of how old or how used, as long as it's in a warranty period.

With your boots make sure there isn't to much glue on the inner heel pad, I had a pair of Gaerne Aqua techs, but there was to much glue under the leather heel pad of the left boot which made it sit higher, and my heel used to rub, causing blisters. Fixed by ripping it out buffing the pad down and re-gluing.

[RustyAs]

All thanks for the support and suggested actions

I have posted on a few other forums, emailed MCAS, DriRider and AlpineStar direct. No response so far. I'll give them over Easter before I get more serious..

I really just want some good old fashion customer service.

Cheers

[Stevojumps]

I really just want some good old fashion customer service.

Cheers

Does that actually exist anymore

[RustyAs]

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/f ... 120111.PDF


http://www.consumerlaw.gov.au/content/f ... 120111.PDF
http://www.consumerlaw.gov.au


3 people like this.
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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

[tim]

Why not post specifics on their Facebook page? Especially regarding he jacket.