pmswanepoel Posted January 9, 2015 Share So I was heavily spoiled this past Christmas and got a pair of specialized trivent triathlon cycling shoes. The really expensive rear entry ones with the boa closure system and magnet etc etc. The second time I used them I used the heel strap to (gently) pull the shoe on. The strap snapped (and it was a very gentle pull). The guys where they were bought from say they cannot do much beyond sending them back to specialized for an inspection. This has left me without shoes for the weekend. The sales guy (Steve, lol) was not very helpful and initially tried to get away with not doing anything about it. I persisted and he then made some phone calls. He claims that he has never seen such a failure in the shoes before, but a quick google search reveals it is not uncommon. They have now sent them away, and I am not hopeful of them sorting the issue, based on my experience in the shop. The least I would have expected was an immediate replacement pair -am I being unreasonable? Thoughts? Link to comment Share on other sites More sharing options...
venom1 Posted January 9, 2015 Share End of the day the LBS is only the reseller. The warranty is not carried by them but by the manufacture. I had a similiar issue with my Fizik. They didn't replace my shoe right away but they went out of their way to assist. The sales guys even came to my home to drop off the shoe. Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 9, 2015 Share End of the day the LBS is only the reseller. The warranty is not carried by them but by the manufacture. I had a similiar issue with my Fizik. They didn't replace my shoe right away but they went out of their way to assist. The sales guys even came to my home to drop off the shoe. Somehow I dont see Steve doing the same. Time will tell I guess. Link to comment Share on other sites More sharing options...
Tumbleweed Posted January 10, 2015 Share The shop is within its rights under the CPA to send the shoes away to have the damage evaluated. Link to comment Share on other sites More sharing options...
V12man Posted January 10, 2015 Share Let me guess - specialised store in Melrose arch.... Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 13, 2015 Share The shop is within its rights under the CPA to send the shoes away to have the damage evaluated.Missing the point.. Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 13, 2015 Share Let me guess - specialised store in Melrose arch....Cedar Square actually. As a customer that has paid handsomely for a product I expect that product to be free from defects, and for the seller to take responsibility. Disappointing but not entirely unexpected behaviour, to be honest. Where I come from we bend over backwards to help (and therefore keep) customers. This guys was VERY low on the customer service scale. His favourite action was a shrug. I have spent thousands at that shop, I expected more. Oh well. Link to comment Share on other sites More sharing options...
DIPSLICK Posted January 13, 2015 Share Let me guess - specialised store in Melrose arch.... i was in a hurry in december before i left for my holiday so i pull in quick to buy a carbon cage bottle holder, so they got a nice onE so i think let me take 2 quick, standing at the till i check same bottle holder like R120 difference so i LAUGH and point it out to the guy, he says he will check, the lady behind the counter says" it because they not the same "the guy says no they exactly the same there must be a mistake,,,,lady carries on they not the same, i am double parkED i laugh at her pay and leave VISIT to the store before the same lady tells my wife that the inner soles are the same after my wife has a sample and she tells her they not the same(wife does not cycle) they are colour coded,, she gives the wrong inserts to the wife and sends her packing,,,,,,,,that time i swore i will never go back CLEARLY I DONT LEARN Link to comment Share on other sites More sharing options...
V12man Posted January 13, 2015 Share ,that time i swore i will never go back CLEARLY I DONT LEARN Just 2km further is Dunkeld cycles.... they also sell specialised.... Dropped past the other day wanting to see if they had the cap spanner for my powermeter - they don't (not unexpected) BUT - Mark lent me his personal one and is going to get me one.... and I didn't ask to borrow one either... it was offered.... Link to comment Share on other sites More sharing options...
Tumbleweed Posted January 13, 2015 Share Missing the point..How so? You asked if you are being unreasonable to expect an immediate replacement. Well, in terms of the law you are. Link to comment Share on other sites More sharing options...
Dazshell Posted January 13, 2015 Share How so? You asked if you are being unreasonable to expect an immediate replacement. Well, in terms of the law you are.I think you may be wrong. In terms Section 55 (2) of the CPA, the purchaser may choose from Repair, Replace ore Refund if the goods prove to be in any way defective within 6 months of purchase. Link to comment Share on other sites More sharing options...
Tumbleweed Posted January 13, 2015 Share I think you may be wrong. In terms Section 55 (2) of the CPA, the purchaser may choose from Repair, Replace ore Refund if the goods prove to be in any way defective within 6 months of purchase.Yes, the consumer may choose the remedy. However, it hasn't yet been proven that the product was defective. Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 13, 2015 Share How so? You asked if you are being unreasonable to expect an immediate replacement. Well, in terms of the law you are.Not asking 'in terms of the law'. I'm saying that if I was the person/LBS that sold a defective product to someone I would go out of my way to assist/rectify the situation. They are not. Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 13, 2015 Share Yes, the consumer may choose the remedy. However, it hasn't yet been proven that the product was defective.I think common sense is in desperate need here. The product was clearly and blatantly defective and there is not really any two ways about it. They have now sent it off for 'official' verification of course, but it obvious. Again, it is about customer service for me. These guys are not covering themselves in glory. Link to comment Share on other sites More sharing options...
pmswanepoel Posted January 13, 2015 Share Just 2km further is Dunkeld cycles.... they also sell specialised.... Dropped past the other day wanting to see if they had the cap spanner for my powermeter - they don't (not unexpected) BUT - Mark lent me his personal one and is going to get me one.... and I didn't ask to borrow one either... it was offered....Now THAT is how to treat a customer. Lesson learned -I will not go back there after this fiasco is concluded. Link to comment Share on other sites More sharing options...
V12man Posted January 13, 2015 Share Now THAT is how to treat a customer. Lesson learned -I will not go back there after this fiasco is concluded.Much like I won't go to the Melrose arch store.... NEVER again.... unlike dips.... Link to comment Share on other sites More sharing options...
Recommended Posts
Archived
This topic is now archived and is closed to further replies.