[Resolved] THULE / Epic Failure/Disgusted

[awesme]

Happy to hear the problem was limited to a single owner (of 2 franchises) and not Thule business model.

 

G

 

All's well that ends well

[Tumbleweed]

Glad you were sorted, but be careful about knocking a brand before you have all the facts. Pick a fight, but pick it properly.

[awesme]

Will agree, I was wrong in making the subject Thule SA, but at the same time we need to get the culture/message across that authorized agents act/represent the brand, even if independently owned.

 

Their actions/behavior is seen as that of the brand.

 

G

[Wayne Potgieter]

but I have always believed you cant get out if you dont put in, we could help and we did, thats all there was to it.

 

 

 

And there it is.

 

AWESOME. Nice on GoG

[buffy]

So I bought a Thule EuroWay G2 923 from a Cyclelab (Authorised dealer) on Tuesday, had some problems with the rear lights, they did not work/match my car, so had the car toe point checked by Bosal (they fitted it) and confirmed it's all working fine/wired to SABS standards etc.

 

Phoned a Thule dealer (Boksberg) on Friday morning, told since it was not bought from him, but Cyclelab (according to hime, Thule SA and Cyclelab both buy their stock from the same importer) I have to return to the bike shop, since this was electrical I though I'd rather have a Thule agent fix it than expect the Cyclelab to have to resolve the problem so went to another Thule dealer (Ceedar) this morning, again confirmed the problem, but got told they don't have stock, I then suggested we just swop out the light units/bar with another unit's that they have in stock, hmm, no go, no interest to help further, (at this point the techie helping me disappeared and maybe a manager returned with a phone to his ear, on the phone with Cyclelab) then got told I have to take the unit back to the Cyclelab, basically not their problem since it was not bought from them.

 

I bought Thule for the name, for the backup/support. Epic failure.

 

Ye I went to the bike shop, and the guys there went out of their way to resolve the problem, they also did not have the same unit, but they were happy to swop the lights out from a 921.

 

Making me wonder if I will ever buy Thule again.

 

G

Loks like cycle lab past the buck in the first place. They said take it to Thule. Thule could not sort t out. You took it back to CL where they made a plan. They should have made a plan in the first place. CL should not take it for granted that Thule will sort it out.

[Wyatt Earp]

Will agree, I was wrong in making the subject Thule SA, but at the same time we need to get the culture/message across that authorized agents act/represent the brand, even if independently owned.

 

Their actions/behavior is seen as that of the brand.

 

G

 

And all that could have been done in private with a simple phone call or two.

[Keithc]

Please explain, how/where did Thule go "beyond the call of duty" in their service.

 

When I walked in, I told them first thing I bought it from Cyclelab, they said no problem, then proceeded to check the lights, by having my set indicators on/off, stepping on brakes etc, the second they confirmed something wrong they turned, to "ag sorry not our problem to resolve"

 

If this was Cyclelab and Cyclehub and bike X, then'd say yes, they compete, but this was a standard retailer and a shop that acts as the brand, it's not shop A, it's shop, with a name Thule, as such they represent the name, the brand, their not a shop thats sells X Y Z and happen to also sell Thule products.

 

G

 

I agree with canadonis. If you are in a business where you are competing for sales on the same brand of products, and you didnt make a profit from the sale, why should you leap out to assist someone who obviously chose to buy elsewhere because of price. Service costs time & money. I am a Cyclelab member, but buy all my Thule products from Thule (Boksburg). Have always received fantastic service from Thule. There product warranties are outstanding.

[awesme]

See my update, as defined by Thule brand owner/HQ for SA.

 

All Thule branches, even if individually owned, as a branded branch (Thule franchise) are required to support/assist on any all warrantee type of request, irrespective from where the unit was purchased.

 

G

[Skylark]

And all that could have been done in private with a simple phone call or two.

 

Needs to be brought into the open, when another Thule franchisor try's this bollocks other hubbers can be aware that the guy is operating out of line and needs to buck up.

And Thule needs to wake up and educate their franchise holders thoroughly, how many other people have spent a frustrating afternoon running around like a tit because some lazy person won't do his job.

 

*edited the bad word out.

Edited August 28, 2013 by Skylark

[Wyatt Earp]

Needs to be brought into the open, when another Thule franchisor try's this bollocks other hubbers can be aware that the guy is operating out of line and needs to buck up.

And Thule needs to wake up and educate their franchise holders thoroughly, how many other people have spent a frustrating afternoon running around like a tit because some lazy prick won't do his job.

 

You know the old three sides to a story parable.

In this case we only heard one side, hardly enough to go by .

As for Thule having to hold their franchisees hand, miracles do tend to happen, but as adults we don't really believe in fairies and Peter Pan anymore, do we ?

[Oufy MTB (Roadie)]

Well done Thule HQ!

 

CL could have picked up the phone, call Thule HQ or another branch for advice before sending OP anywhere. I think that is where the 'trouble' started.

[Li Mu Bai]

Hi Warren

 

I also love their product, also previously had awesome service from Boksberg since I bought my roof racks from there, and was referred there by a friend that does loads of business with them.

 

Which made it even a bigger surprise re the response.

 

G

 

Why on earth did you buy it from Cyclelab then?

[awesme]

Guys

 

How I ended at Thule, I had a chat with the CL guys, we agreed that since this was more than a unit swop out, but a factory fault, and that the local Thule branch/franchise is more likely to have spare in store, we agreed that my best option with considering time was to go to the Thule branch.

 

What basically come to light, Thule see 2 types of "partners"

 

Retail branches, which are basically just there to get units out to clients and then retail/sales branches aka any/all Thule branded stores. Part of being a Thule branded store is the responsibility/commitment to service any/all Thule products if it's related to a warrantee issue, and assist with any service/spares point.

 

If we consider this then it actually implies CL did exactly what Thule HQ would have preferred to happen, since the Thule branch/agent/franchise is trained (and obliged to keep spares on hand) to service assist, where as CL as a retail outlet is not expected (by way of their appointment/involvement to have spares or do service/repairs).

 

G

 

etc

Well done Thule HQ!

 

CL could have picked up the phone, call Thule HQ or another branch for advice before sending OP anywhere. I think that is where the 'trouble' started.

[awesme]

LBS loyalty and price.

 

The prices was close to similar between Thule Franchise and CL, and well CL has always given nothing but exceptional service.

 

G

 

Why on earth did you buy it from Cyclelab then?

[Li Mu Bai]

LBS loyalty and price.

 

The prices was close to similar between Thule Franchise and CL, and well CL has always given nothing but exceptional service.

 

G

 

Butterfly shopper haha W E.

Awesme: If both you and Cylelab decided it was a factory fault, CL should have handled it for you from the start since you were their client. You let them fob you off and go on a wild goosechase taking CL's problem and making it somebody else's.

I have always dealt directly with William in the original JHB Thule store, and his efforts and ethic has been beyond reproach.

 

I cant comment on the subsequent franchises as I have not dealt with them.

I'm suprised you didnt bad mouth CL in your subject title originally.

Edited August 27, 2013 by Li Mu Bai

[Skylark]

 

You know the old three sides to a story parable.

In this case we only heard one side, hardly enough to go by .

As for Thule having to hold their franchisees hand, miracles do tend to happen, but as adults we don't really believe in fairies and Peter Pan anymore, do we ?

 

Not sure what you are rambling on about, issue was simple Thule agents decided not to help, Thule HQ brings to light that they should have, OP correctly assumed that was the case and therefore was frustrated at having his time wasted.

 

Basic escalation , CL rightly or wrongly referred the guy to Thule franchise who at that point should have solved the problem and brought up the issue with CL if procedure had not been correctly implemented , not given the customer with a legitimate defective Thule product the run around.