FCH Posted August 25, 2013 Posted August 25, 2013 From Zthule South Africas website:Thule East Rand (drive-in fitment centre)Shop N2 K90 CentreCnr North Rand & Rondebult RoadBoksburgTel: 011 823 1560Tel/Fax: 011 823 2818Email: eastrand@thulecrew.co.zaWeb: www.racksolid.co.zaContact: Powerman/Sandile or Mac From Rack Solid's websiteRack Solid Rack Solid, is an owner managed business which was established in August 2008. We specialise in providing safe and secure solutions for transporting your gear. For any enquiries leading up to either your getaway weekend or just on how to transport your bike or kayak from A to B feel free to contact us for our expert advice. Rack Solid is an approved Thule Partner and has recently acquired a second store in the Cedar Square Shopping Centre, Fourways. We pride ourselves in being able to assist you with your enquiries and providing a solution that would best suite your needs and your pocket! Nice story, but still doesn't answer the question.Service level agreement. Your first recourse is to the store of purchase.
GrumpyOldGuy Posted August 25, 2013 Posted August 25, 2013 (edited) We have a desensitised screwed up consumer society. We allowed the suppliers to degenrate to the pathetic levels of responsibility we have at present. I recall my Marmite lens cap for my Olympus canera. Nobody stocks them and nobody really cares. Dions Wired sells the camera. I could not get a spare battery. The corner guy that owns a camera soppie could get one for R800 but with a three week delay. I ordered two batteries, lens cap and four Tiffen UV filters of various sizes from the good ole U of SA and paid R625.00 shipping and VAT included and received it delivered at my front door four days later. I am a confirmed internet ordering junkie now. Screw those who cannot or will not take responsibility, give backup or train people who can properly advise. I will vote with my wallet....... Or credit card in this case. BTW ...... I still use the Marmite lens cap and tell everybody of the bad backup offered by the Olympus agents in Cape Town. Absolutely correct BigH. I do much the same these days. With regards to the case here, I think it could have been handled very easily by any agent or retailer of the brand. The problem in SA is many businesses take a hard line approach because they did not get the initial sale, it appears to me that many delight in making life difficult for their clients, it seems to me to be a case of "he didnt buy it here so **** him" instead of saying "Well let me see if I can assist here and maybe next sale WILL come my way" Lets just see how easy this is to handle. Awesome approaches a Thule agent. Awesome - Hi I have this issue with my bike rack.Agent - Sure lets look. Oh okay I see the problem is it a warranty claim.?Awesome - Yes bought it three days ago. Here's the invoice.Agent - Okay let me just call Thule and lodge a warranty claim.Agent to Thule - Hi Fred here, I have a Thule client here with a warranty claim, he didn't buy it here but I will make a copy of the invoice for the rep, its definitely a warranty claim, and as he is here, I have the part in stock and I can sort it out, can I go ahead and keep the client happy.?Thule - (I am pretty sure this would be their response) Yes of course, we aim to keep the client happy, your reference is "Y2ky" when the rep swings by again he can collect the broken part and we will replace it.Agent - Thanks, noted, I'll sort it out now.Awesome - Hay, great service, happy customer. Now is that so difficult, I dont think so. Edited August 25, 2013 by GrumpyOldGuy Skylark, madbradd and LOOK695 3
johannrissik Posted August 25, 2013 Posted August 25, 2013 I don't own a Thule rack and I'm unlikely to ever buy one for a variety of reasons beyond the scope of this thread. However, reading the various posts and listening to the OP's story, surely Thule (and by that I mean Thule SA, the "main okes" ) have messed up here. How difficult would it be to have a "take it to any Thule agent" policy? e.g. You're on holiday and the rack breaks (they do) so you just pop into the nearest agent and they sort you out. That way they get a lifelong customer and self-appointed marketing agent. This way they get the bad press, rightly or wrongly, but DESERVEDLY. GrumpyOldGuy and TALUS 2
Tumbleweed Posted August 25, 2013 Posted August 25, 2013 (edited) From Zthule South Africas website:Thule East Rand (drive-in fitment centre)Shop N2 K90 CentreCnr North Rand & Rondebult RoadBoksburgTel: 011 823 1560Tel/Fax: 011 823 2818Email: eastrand@thulecrew.co.zaWeb: www.racksolid.co.zaContact: Powerman/Sandile or Mac From Rack Solid's websiteRack Solid Rack Solid, is an owner managed business which was established in August 2008. We specialise in providing safe and secure solutions for transporting your gear. For any enquiries leading up to either your getaway weekend or just on how to transport your bike or kayak from A to B feel free to contact us for our expert advice. Rack Solid is an approved Thule Partner and has recently acquired a second store in the Cedar Square Shopping Centre, Fourways. We pride ourselves in being able to assist you with your enquiries and providing a solution that would best suite your needs and your pocket! Approved Thule partner doesn't equal Thule SA. Were Thule SA made aware of the problem? The issue is with two Thule outlets, it seems. Not unreasonable to send the consumer back to the point of purchase. Edited August 25, 2013 by Tumbleweed Music Pirate and TK-Sp3cialiSt 2
GrumpyOldGuy Posted August 25, 2013 Posted August 25, 2013 Not a good analogy at all.The Audi dealership is able to claim their expenses involved in solving a problem under warranty from Audi south Africa, or from the owner if not under warranty.With the bike carrier there is no profit after the initial sale. Ie. There's nothing in it for the shop you didn't support in the first place. There's a lot in it for the shop, Goodwill from the client, Supporting the brand they (the retailer) purport to be agents for, possible future sales or business,- Its a mistake to always just look at the Rands and Cents of all business transactions, Yes its important, but there is a lot more to customer support behind any business than just the money. As for Audi able to claim, well, if its a warranty claim why can any dealer not do likewise? It makes no difference who Thule replaces the warranty part to, and a bit of time out of your day to sort out the client is all part of business, and it makes a massive difference to the client who is inconvenienced.
Dirtbreath Posted August 25, 2013 Posted August 25, 2013 Huge hospital pass by CycleLab. Their sale, they should take it up with the Thule distributors. Clinton - theCOW, Joe Low and TALUS 3
awesme Posted August 25, 2013 Author Posted August 25, 2013 Hi Not Thule SA was not made aware, I did not expect the level of service, (Happy to discuss it with Thule SA if they care to). I have since made a sort of report to Thule International. It is their Brand. G Approved Thule partner doesn't equal Thule SA. Were Thule SA made aware of the problem? The issue is with two Thule outlets, it seems. Not unreasonable to send the consumer back to the point of purchase.
FCH Posted August 25, 2013 Posted August 25, 2013 I did not make any statement of responsibility or who is at fault or not, merely gave you the answer to your original question. Approved Thule partner doesn't equal Thule SA. Were Thule SA made aware of the problem? The issue is with two Thule outlets, it seems. Not unreasonable to send the consumer back to the point of purchase.
awesme Posted August 25, 2013 Author Posted August 25, 2013 I don't belive so, I needed a fix quick, since this was electrical, and might have needed spare parts, of that extra step, me and the CL sales guy thought the best/quickest option is to go to the agents which would have had allot more stock and options on hand compared to them. In the end CL, without having spares, made a plan, they decided they rather keep a client happy than say, we need to wait for Thule SA or, wait a week or 2 or 3 to get parts, leaving me in the lurch, ye, this is what customer service is, this is why i'm happy to pay premium, this is why I though buying Thule at premium compared to a local copy would be a good idea, bummer, proven wrong. Thule (and I don't care if this is a agent, I would make sure if I was Thule SA the franchise agreement includes a clause, protect the brand) it seems don't have the agents out there which their brand should have. G Huge hospital pass by CycleLab. Their sale, they should take it up with the Thule distributors.
TK-Sp3cialiSt Posted August 25, 2013 Posted August 25, 2013 Hi Not Thule SA was not made aware, I did not expect the level of service, (Happy to discuss it with Thule SA if they care to). I have since made a sort of report to Thule International. It is their Brand. G So you skipped over complaining to the South Africa distributor, but complained to two branches owned by the same holding company.... Approved Thule partner doesn't equal Thule SA. Were Thule SA made aware of the problem? The issue is with two Thule outlets, it seems. Not unreasonable to send the consumer back to the point of purchase. Could not agree more. I sell products, and if a customer brings back something under warranty from XYZ manufacturer, i am under no obligation to swap it under warranty. Most warranties are held by the manufacturer, so what the Thule shops COULD have done, was go the extra mile and try to assist. An end users attitude towards the issue also goes a long way to resolving a problem. When tempers start to flare, i have noticed that shops/dealers tend to be less willing to help in any way at all. From Zthule South Africas website:Thule East Rand (drive-in fitment centre)Shop N2 K90 CentreCnr North Rand & Rondebult RoadBoksburgTel: 011 823 1560Tel/Fax: 011 823 2818Email: eastrand@thulecrew.co.zaWeb: www.racksolid.co.zaContact: Powerman/Sandile or Mac From Rack Solid's websiteRack Solid Rack Solid, is an owner managed business which was established in August 2008. We specialise in providing safe and secure solutions for transporting your gear. For any enquiries leading up to either your getaway weekend or just on how to transport your bike or kayak from A to B feel free to contact us for our expert advice. Rack Solid is an approved Thule Partner and has recently acquired a second store in the Cedar Square Shopping Centre, Fourways. We pride ourselves in being able to assist you with your enquiries and providing a solution that would best suite your needs and your pocket! So the same holding company owns BOTH of the branches that Awesme visited. Perhaps the same manager/owner was involved and remembered him from the first encounter.
awesme Posted August 25, 2013 Author Posted August 25, 2013 Hi TK you def not reading thread and missing allot, I did not go complaining to 2 shops, I phoned them, with a product problem, clearly a factory problem, seeking assistance. and no the same owner is no where involved between CL and Thule. What I've heard and stated is there is a single importer of Thule products, which supply both CL and the Thule shops. I came up with a no cost solution, which they simply did not care to entertain. simple little thing, know why in the US brands sponsor, because it builds brand loyalty, it ends with more people buying the brand, putting money back into the brands pockets, which leads back to sponsor, they make sure their agents get this concept also, the agents are required to protect the brand, brand owner invest into sponsor/marketing, bringing people into shop, it's a nice circle. when brand owner and agents all play along with the same mission. Know why in SA brands don't sponsor, because there is no brand loyalty, know why, because the brand hands over maintenance to shops, shops that don't care, they are in it only for the money, never mind the client. And then business in SA complain business is difficult. G So you skipped over complaining to the South Africa distributor, but complained to two branches owned by the same holding company.... Could not agree more. I sell products, and if a customer brings back something under warranty from XYZ manufacturer, i am under no obligation to swap it under warranty. Most warranties are held by the manufacturer, so what the Thule shops COULD have done, was go the extra mile and try to assist. An end users attitude towards the issue also goes a long way to resolving a problem. When tempers start to flare, i have noticed that shops/dealers tend to be less willing to help in any way at all. So the same holding company owns BOTH of the branches that Awesme visited. Perhaps the same manager/owner was involved and remembered him from the first encounter.
GrumpyOldGuy Posted August 25, 2013 Posted August 25, 2013 Hi TK you def not reading thread and missing allot, I did not go complaining to 2 shops, I phoned them, with a product problem, clearly a factory problem, seeking assistance. and no the same owner is no where involved between CL and Thule. What I've heard and stated is there is a single importer of Thule products, which supply both CL and the Thule shops. I came up with a no cost solution, which they simply did not care to entertain. simple little thing, know why in the US brands sponsor, because it builds brand loyalty, it ends with more people buying the brand, putting money back into the brands pockets, which leads back to sponsor, they make sure their agents get this concept also, the agents are required to protect the brand, brand owner invest into sponsor/marketing, bringing people into shop, it's a nice circle. when brand owner and agents all play along with the same mission. Know why in SA brands don't sponsor, because there is no brand loyalty, know why, because the brand hands over maintenance to shops, shops that don't care, they are in it only for the money, never mind the client. And then business in SA complain business is difficult. G Agreed, having an "Authorized Agent" network who sell the product denotes an intention by the manufacturer that the authorized retailer network will support that product irrespective of who sold it initially. Otherwise having an authorized network but only the Original retailer will entertain the claim defeats the object and is simply window dressing, it is totally pointless from the clients perspective.
Wyatt Earp Posted August 25, 2013 Posted August 25, 2013 Ceedar, Boksberg ?Epic fail right there.Butterfly shopper, another epic fail. Skinnyone 1
TK-Sp3cialiSt Posted August 25, 2013 Posted August 25, 2013 If you look at my quote, FCH posted the info from Thule SA(about Boksburg) that is owned by Rack Solid, in the Rack Solid quote, they mention they have taken ownership of Cedar Square, hence my reference to two branches being owned by the same person/holding company. I have read and taken in all the info, you seem fixated that Thule has let you down, when you have purchased at a Cycle Shop, then approached another company to honour a warranty held by a manufacturer. clearly you are not in an industry that requires products to be replaced under warranty and do not particularly care that while the Thule branches may carry some stock and display it, they have still paid for it and are under no obligation to give it to you when you have a problem with a shiny new product from a different dealer. I still do not understand why you did not go straight back to Cycle Labs, as i am sure they would have sorted you out within a reasonable amount of time. While you think it is no cost, it does cost the dealership, in more ways than one. eddy, Rudi Pollard, Skinnyone and 1 other 4
TK-Sp3cialiSt Posted August 25, 2013 Posted August 25, 2013 Agreed, having an "Authorized Agent" network who sell the product denotes an intention by the manufacturer that the authorized retailer network will support that product irrespective of who sold it initially. Otherwise having an authorized network but only the Original retailer will entertain the claim defeats the object and is simply window dressing, it is totally pointless from the clients perspective. Still curious as to why Cycle Labs was not approached about the problem with the item....Three sides to every story....
DJR Posted August 25, 2013 Posted August 25, 2013 I suggest that in all fairness you should change your thread title a little bit, seeing that Thule SA was never involved and not even aware of your issue. Give them a blast if they don't help or reply to your liking, but until then, play fair. Still your choise, just my 2c. Hi Not Thule SA was not made aware, I did not expect the level of service, (Happy to discuss it with Thule SA if they care to). I have since made a sort of report to Thule International. It is their Brand. G Wyatt Earp 1
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