In case anyone thinks that my mention of how good my Rev-It GTX Defender suit is in another thread is a ringing endorsement, it really isn't.
The suit itself, assuming it didn't have faults, is the best suit I have ever had - comfortable, warm when it needs to be, cool when it needs to be and, mostly, waterproof. It's the company's attitude that is beginning to pi$$ me off. Bear in mind this suit isn't cheap, it cost just under £900 including a £20 replacement back protector as the one that's in there as OEM is laughable. I bought it on 25th April at Get Geared's Leatherhead store and the trousers were sent on to me about a week later as they had no stock.
It has two waterproof pockets on the front except the right one isn't; the first time we were out in the rain my 'phone got soaked. The left one is fine.
The first time I tried to take the liner out of the trousers (24th June) the tab on the fastener came off in my hands [Edit: After posting I realised I'm lying, I was putting the liner back in prior to an overnight riding session]. These have locking zips which won't open unless the tab is pulled so it's a bit of a nightmare trying to do anything with it at the moment.
We've been trying to get this resolved for over a month with a chap at Get Geared who seems very pleasant but it's taken a while with lots of chasing, something he blames on how busy they are.
Anyway, he's just got back to me having spoken to the UK Rev-It distributor. Apparently it is the distributor's company policy that all problems with waterproofing result in the garment being sent back to Goretex for testing before they will discuss it. This could take weeks. This is apparently because people have been known to make pin holes in something so they can ask for a refund. It's nice to know that the company instantly assumes I'm dishonest despite the fact that I don't want a refund, I want a jacket that has waterproof pockets as advertised.
They will only offer a repair for the zip, something that is also likely to take weeks. Apparently because I have had the temerity to wear it I have 'accepted' it so all I'm entitled to is a repair. Bugger 'entitled to' whatever happened to the notion of customer service?
So, I've spent around £900 on faulty Rev'It gear and their answer is to deprive me of it for a number of weeks while they a) assess for themselves whether I'm telling the truth, and b) if they decide I am, resolve it.
I wasn't happy and I told him so. His answer is to get the distributor to give me a call but I doubt it's going to make any difference, after all who cares about the customer as long as 'company policy' is being followed. >:(
I had tried to buy a Rev-It jacket at a dealer in Bexhill last year just before we did our European End to End. Their advert' said they sold them but he told me he'd stopped dealing with them because it was difficult to get issues resolved. I now know exactly what he means.
Does this sound like the sort of company you want to be dealing with? I know I shan't be in future.
I confess I probably muddied the waters by suggesting that if they were going to replace the jacket and I could have it replaced with a black one, rather than the black and silver filthy-grey-despite-a-trip-to-the-washing-machine one I have, that would be good. In truth I don't want a black jacket as they're far too hot but the only alternative is 'silver' which doesn't last a weekend after washing before it looks like it hasn't been washed for years. Anyway, I suspect they've put two and two together and come to the conclusion I am obviously a rogue who has intentionally damaged his jacket so I can change the colour. I'd happily accept a black and silver filthy-grey-despite-a-trip-to-the-washing-machine one as long as it had the waterproof pockets that were advertised.
(Do I sound irritated? I think I sound irritated.)
Edit: I changed the angry face to a smiling one now I have this resolved.
Kevin
That IS a sad story to read Kevin, and it is a shame that having spent all that money you still don't get what you want .. and that is excellent customer service and waterproof kit.
I really do not understand why they just don't put customer care first and replace everything for you .... now that would be good.
I am sure everyone here is tired of me banging on about Rukka, and if you are one of those then look away now, but here comes a short story of excellent customer care that astonished me and would put every other maker of expensive kit to shame.
Very briefly .... a work friend of mine , £800 on a Rukka jacket, a few months later on the way home, heavy rain, leak around right armpit and chest. Takes photos when gets home and E mails customer services, the details he gets from the dealer that he spent his £ with. 4 days later gets a phone call from the area rep concerned about the jacket. Makes an appointment to come and see him at home ! ( "WHAT" ? I hear you say. )
Arrives, almost on time, and states that he is very sorry on behalf of Rukka and that because they don't make that " model " of jacket anymore he can't give him another one .... BUT ..... " I do have a boot full of NEW jackets so take your pick " ... and he did .
Now, wether the guy was new , or wether he was allowed to do that or whatever I do not know and wether that would happen again I do not know but bloody hell that is amazing customer care.
True, I swear.
I know how you feel Kevin. I've had the same problem with my Hein Gericke jacket. I lost the receipt and even though Hein Gericke staff knew I purchased the jacket from them, they couldn't do anything without the receipt. Finally I rang up their head office and the first response I had was on the lines of "tough". Not being one to back down, I told them that wasn't an acceptable response. The bloke at other end gleefully told me that they needed proof of purchase before they would do anything. Apparently I could have purchased it from their eBay outlet store which doesn't carry any guarantees.
I did get it resolved, but only by escalating within their head office. They finally looked at my loyalty card and realised they were about to lose a loyal customer. I think they already have as I'm looking at Rukka gear.
Kevin, if you've paid by credit card, then you can get them involved. Regardless, consumer law is on your side. Watch Get Geared and Rev-IT jump. MSE (http://www.moneysavingexpert.com/shopping/consumer-rights-refunds-exchange) have a good article on your rights and if you bought it in April it appears you're still in the time frame to return the goods. Make sure you read Section75 (http://www.moneysavingexpert.com/shopping/section75-protect-your-purchases) as its all about protection if you paid by credit card. The key thing to remember here is that the retailer is liable, not Rev-IT. Get Geared could replace the suit immediately without you having to wait. If you paid by CC, get them involved. Otherwise, Get Geared should replace the suit or offer a refund.
Whilst researching my HG issue, I read of someone that did something rather unethical when they got messed about. They simply purchased the same suit online from the same retailer and then returned the old one under the distance selling regulations. Not that I condone it.
I too would ask get geared to replace....they've just replaced some 8 month old Knox zero gloves that started to leak.....no questions asked (bought online).... Gave em my order number, they said return them and then gave me a credit to put against any new gloves I wanted....or like for like swap....all in all 5 days from end to end .....was very happy with service. Sounds like you've got a wrong 'un there....go to their head office, as stated before Get geared are responsible for sorting and not Rev'it :-[.........good luck
Kevin, I'm sure you know this anyway but your contract is with Get Geared not Rev-It. Many retailers will try and palm you back to the manufacturers but that's just to get you off their backs.
Would it help if Get Geared got inundated with calls over the next few days from fellow GTR owners asking why they are messing you around? ;)
[And breathe]....
[nods] Yes LW, I know my contract is with GetGeared and they are ultimately responsible. I posted that just after I came off the 'phone and my initial angst was with Rev'It but the more I think about it the more I'm coming round to the idea that I don't care what Rev'It want to do, that's Get Geared's problem not mine.
Thanks for the links NB. That MSE article is very clear.
LR, I have a good Rukka story to tell as well: I have a Rukka Steel suit. It leaked at the front. I sent a picture of me with a wet t-shirt (not THAT sort of picture!) to their distributor and they replaced the jacket without question. I had a similar problem years ago with a cheap Frank Thomas jacket that should have been waterproof. It wasn't. Groombridge in Horsham changed it without a murmur. Both replacement jackets worked exactly as they were supposed to.
I just put a tissue in the RH waterproof pocket, note is says waterproof not water resistant, then ran it under the tap for a short while. Half of it is soaked. I shall be calling GetGeared back in the morning.
Thanks for your responses.
Edit: I forgot to mention that we did pay by credit card.
Kevin
Good luck old bean.
Push Getgeared hard!! I had so much trouble with the Held gore-tex suit I bought from them and the constant answer was "it's down to the supplier", but I live 10 minutes walk from the store and someone in your store making a fuss every day gets a result! NB is spot on, great article!
Gore-Tex always want to see the garment to ensure its not the clothing manufacturers fault the membrane has been compromised.
Well it took an hour on the 'phone to the Rev'It UK distributor and an email to GetGeared followed by a conversation with George, the owner, and this now seems to be resolved. I was really quite pleased with how it went - all the conversations were very pleasant, enjoyable in fact, with each of us listening and expressing our own views.
On Sunday we'll be riding down to Leatherhead to pick up a new jacket and the trouser liners will be sent for repair (there are no replacements of that size in stock nor are there likely to be until December).
I think that's a good result (I also this it's a fair result but then I guess I would). I got the impression from George that customer service was paramount and while his staff obviously have to rigidly follow the rules what he wanted out of this was a happy customer; he has achieved that (http://www.ironbutt.org/forum/smileys/smiley1.gif).
Kevin
Good result then all in all. Sometimes retailers forget that whilst they are in business to obviously make money, they wouldn't make money without the support of their customers, they need us as much as we need them.
Hi Guys, I see you're discussing this here. I would be very thankful for your advice.
I bought a tracking device and an alarm from a UK company AcuTrac. However both my mechanic and the official Irish authorised dealer in Dublin, where I am located, refused to fit it in due to the risk of damage of the GTR electrics. I contacted AcuTrac. David Martin was the person I was dealing with all the time. He tried to find another dealer to fit in these devices for me but as I found out, no one would provide a guarantee on the fitting. I was afraid of the damage of electrics. I returned the goods to the company. I have a confirmation that they received it - from David. It is now few months and I have never seen my money for the goods. Unfortunately I am out of the 40 days we know from PayPal when disputes can be easily resolved. David wrote to me via email that they will refund the alarm but that the trekking device needs to be reconfigured as it was custom made for me.
I do not know what to do any more, as if I call there, there's only an outsourced company answering the phones. I wrote to them a letter on a paper with all the information, proofs etc, but has not heard from them since. David stopped replying to my emails and does not pick up my phone.
I am trying to find out how to get the money from them as now I don't have anything - the products are with them and the money too. I'm angry and frustrated as it all together gives 700 GBP
Small Claims Court preceded by a Final Warning letter.
Quote from: The Wolf on January 05, 2015, 08:47:31 PM
Small Claims Court preceded by a Final Warning letter.
Thanks, I've sent them a letter already. So I'll find out more about the small claims court.
Great result on the initial subject :clap: when they said you accepted by wearing I would have thrown back that it wasn't fit for purpose.
Lizard, do you have small claims court in Ireland ? if so keep and collate all your emails/phone calls and take them to the small claims court, they'll listen then.
Best wishes
Quote from: davetherave on January 05, 2015, 08:58:58 PM
Great result on the initial subject :clap: when they said you accepted by wearing I would have thrown back that it wasn't fit for purpose.
Lizard, do you have small claims court in Ireland ? if so keep and collate all your emails/phone calls and take them to the small claims court, they'll listen then.
Best wishes
Thanks. Yes, we have one here. Not sure if they'll look at it if the seller is in UK, though. Will see and find out. Cheers!
This link may help you to sort out a claim
http://www.out-law.com/page-10387
Burchy, that sounds just the job. :clap:
Nice one :smiley: and just the sort of thing I was thinking about.