Good aftersales experience

By 24 December, 2013 17

Its pretty common to read when you have been given some bad service, but on this occassion I would like to acknowledge the service I got from the local BCF (I have no connection whatsoever) in Belconnen, Canberra.

I recently bought a HDS 7 Touch depth sounder for fishing, and for me it was a massive decision and purchase after many years of waiting and promising myself year after year. Well as opportunity would have it, I came into a small cash bonus and after searching the internet for prices I went to the local shop and they were able to match the price I was able to find elsewhere.

While I could have bought overseas for much less, I wanted the confidence if something went wrong to be able to get support, well as it turn out there was a problem, likely a grounding issue inside the unit that made it blink faster and faster. I took the unit back to the shop expecting that it would have to be sent away for repair, but to my surprise the manager called Lowrance and made arrangements for a new unit to be exchanged at the shop and that the faulty unit would be dealt with between the shop and the distributers.

In short I ended up with a new unit, that I can now use between Xmas and New Year and an appreciation for excellent after sales service. If ever there was a time that really displayed that buying local for peice of mind was worth the extra cost it was now.

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17 Responses to Good aftersales experience
#1
Pork Hunt3:22 pm, 24 Dec 13

Well done.

#2
Ex Warrior4:35 pm, 24 Dec 13

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

#3
magiccar95:33 pm, 24 Dec 13

Ex Warrior said :

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance. Had you approached less abruptly than implying that the salesperson was impeding your fishing expedition, he/she may have been more willing to work with you. If they have to send something for repair rather than replacing it, so be it – most manufacturers specify this condition to the retailer, and it certainly isn’t the employee’s fault.

A little patience and understanding towards retail staff gets you a long way.

#4
Ex Warrior6:36 pm, 24 Dec 13

magiccar9 said :

Ex Warrior said :

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance. Had you approached less abruptly than implying that the salesperson was impeding your fishing expedition, he/she may have been more willing to work with you. If they have to send something for repair rather than replacing it, so be it – most manufacturers specify this condition to the retailer, and it certainly isn’t the employee’s fault.

A little patience and understanding towards retail staff gets you a long way.

This was a safety device to possibly save lives. It was faulty. Possibly take some responsibility for selling faulty goods, replace the goods, apologise for inconvenience and rip shit out of supplier.

#5
Woody Mann-Caruso6:55 pm, 24 Dec 13

Bought a tent from BCF last year. Tent pole snapped after two uses. Went in and they replaced it on the spot.

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance.

Having spent a good deal of time working in retail, perhaps you should make a resolution for the new year to set aside five minutes to read the Australian Consumer Law so you know how to do your f*cking job.

#6
c_c™6:58 pm, 24 Dec 13

magiccar9 said :

Ex Warrior said :

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance. Had you approached less abruptly than implying that the salesperson was impeding your fishing expedition, he/she may have been more willing to work with you. If they have to send something for repair rather than replacing it, so be it – most manufacturers specify this condition to the retailer, and it certainly isn’t the employee’s fault.

A little patience and understanding towards retail staff gets you a long way.

Stuff patience, the store was legally required to replace the faulty item. That bs about sending it back to the manufacturer is a stalling tactic and is not supported by law.

#7
Felix the Cat6:54 am, 25 Dec 13

Do you still work in retail, magiccar9? If so please enlighten us as to where so we make sure we never go to that shop.

#8
Roundhead897:23 am, 25 Dec 13

Ex Warrior said :

Very surprising from BCF. I purchased a EPIRB rescue beacon that failed the testing phase on opening. I returned it only to be told we’ll send it back. Hang on I’m going fishing so replace it please, oh looks like you won’t be able to go fishing they replied . Guess who sharnt be returning to BCF. This was a piece of safety equipment to rescue people FFS

I bet if it was still being run by the Jurkiewicz’s they would have replaced it on the spot…

#9
KB197110:29 am, 25 Dec 13

Woody Mann-Caruso said :

Bought a tent from BCF last year. Tent pole snapped after two uses. Went in and they replaced it on the spot.

Having spent a good deal of time working in retail, if someone came to me with the “replace it” attitude you described I wouldn’t be inclined to offer my full assistance.

Having spent a good deal of time working in retail, perhaps you should make a resolution for the new year to set aside five minutes to read the Australian Consumer Law so you know how to do your f*cking job.

Yes, yes indeed.

#10
miz8:44 am, 26 Dec 13

I received terrible service from the Tuggers BCF a year or two ago – trying to get something for my son, an avid fishing nut, for Christmas. It was obvious that they thought I was not their ‘target market’, as I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk. I was disgusted at being left just standing there, and will never, ever return to that store.

#11
Comic_and_Gamer_Nerd3:27 pm, 26 Dec 13

miz said :

I received terrible service from the Tuggers BCF a year or two ago – trying to get something for my son, an avid fishing nut, for Christmas. It was obvious that they thought I was not their ‘target market’, as I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk. I was disgusted at being left just standing there, and will never, ever return to that store.

This is the case in most canberra shops.

Did you ever think to ask them?

#12
JC9:29 pm, 26 Dec 13

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

PS a warranty in their talk is a purchased warranty, a bit like our extended warranties.

#13
c_c™2:16 am, 27 Dec 13

JC said :

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

That’s the same under Australian law, unfortunately some merchants whether through ignorance, or certainly in some cases deliberate dishonesty, tell consumers otherwise.

I had a certain model of kettle with a 2yr warranty, The Goods Guys were very good about taking it back and replacing it on the spot… even the 6th time. Conversely another major retailer had an internal policy of telling customers they could only get their brand new but fault iPods fixed by contacting Apple and that the store had no role.

#14
Woody Mann-Caruso10:09 am, 27 Dec 13

I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk

*gasp* Two? I mean, TWO? That’s TWO HUNDRED PERCENT OF ONE!

But let’s be clear here. Were you:

(a) standing directly in front of desk for several minutes, looking expectantly at two people standing immediately behind it who ignored you the whole time; or

(b) wandering around the store, glancing at them occasionally, wondering why they didn’t pick up on your psychic messages that you required assistance before huffing off?

Because if I’m wandering around a store minding my own business, and the staff leave me alone to browse, I consider that good service. If I want help, I’ll ask.

#15
maxblues11:00 am, 27 Dec 13

Woody Mann-Caruso said :

I was completely ignored by not one but TWO separate staff members for several minutes, despite there being no other customers at the desk

*gasp* Two? I mean, TWO? That’s TWO HUNDRED PERCENT OF ONE!

But let’s be clear here. Were you:

(a) standing directly in front of desk for several minutes, looking expectantly at two people standing immediately behind it who ignored you the whole time; or

(b) wandering around the store, glancing at them occasionally, wondering why they didn’t pick up on your psychic messages that you required assistance before huffing off?

Because if I’m wandering around a store minding my own business, and the staff leave me alone to browse, I consider that good service. If I want help, I’ll ask.

Woody, it must be the festive spirit (or beer) but, I agree with you.

#16
Woody Mann-Caruso3:23 pm, 27 Dec 13

maxblues said :

Woody, it must be the festive spirit (or beer) but, I agree with you.

I like beer :)

#17
JC5:40 pm, 27 Dec 13

c_c™ said :

JC said :

I like the UK system of warranties or in their talk guarantees. Basically the trader is responsible for the item from purchase to the end of guarantee. The options for faulty items are refund, replace or repair. If the trader says repair and the repair takes an inordinate amount of time you can ask for a partial refund.

When I lived there I purchased a water cooler from John Lewis (a big department store) and the thing used to stop working every 6 months or so, so every 6 months for 18 months I would take it back and get a new one no questions asked. The last time I took it back they didn’t sell that model any more so got a full refund.

That’s the same under Australian law, unfortunately some merchants whether through ignorance, or certainly in some cases deliberate dishonesty, tell consumers otherwise.

I had a certain model of kettle with a 2yr warranty, The Goods Guys were very good about taking it back and replacing it on the spot… even the 6th time. Conversely another major retailer had an internal policy of telling customers they could only get their brand new but fault iPods fixed by contacting Apple and that the store had no role.

Interesting I was under the impression in Australia if goods were faulty out of the box then yes the retailer is to replace, but beyond that the warranty was with the manufacturer or importer. But you are right it seems as if the laws changed in 2011, the main change was the words “The retailer who sold you the product or service cannot refuse to help you by sending you to the manufacturer or importer.”

Will put this one in the memory book.

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