HDW Posted August 20, 2015 Posted August 20, 2015 I'm so gatvol of us consumers being treated like ****, honestly. If I treated my clients at work with the same attitude, there would be big problems. How can you spend 40k on a bike, be a customer and all that, and when the **** hits the fan, they basically treat you like a massive problem. I don't care what the warranty says, CPA says otherwise (as R Man described above. Not applicable to this case, but can be applied to other more suitable situations). And you can hardly be described as unreasonable when you want something fixed under warranty, and expect it to be the same colour. Throwing the wording in the contract in a customers face is a dick move, and shows the suppliers attitude towards their clients. It's not my problem if you don't have the right colour - get it. Thats what customer service means, go the extra mile and have a customer for life. As someone mentioned regarding their Ghost frame. I'm sorry, not trying to be a douche, but it is not on. Imagine having a door on your car replaced under insurance, and then it comes back in a different colour, and everyone tells you to stop being a pussy, and just go on with your life.
Patchelicious Posted August 20, 2015 Posted August 20, 2015 I think that you need better legal advice....It must be frustrating being in your position and reading keyboard lawyer posts everyday. Since CPA we are all soooo protected
Captain Fastbastard Mayhem Posted August 20, 2015 Posted August 20, 2015 It must be frustrating being in your position and reading keyboard lawyer posts everyday. Since CPA we are all soooo protected LOL. Ja. People don't realise that the CPA is there to protect the consumer, but it ALSO protects the manufacturer against improper claims and such. Standardised rulings. At the end of the day, it comes down to what the warranty says, and what your expectations of that warranty were.
Tumbleweed Posted August 20, 2015 Posted August 20, 2015 I'm so gatvol of us consumers being treated like ****, honestly. If I treated my clients at work with the same attitude, there would be big problems. How can you spend 40k on a bike, be a customer and all that, and when the **** hits the fan, they basically treat you like a massive problem. I don't care what the warranty says, CPA says otherwise (as R Man described above. Not applicable to this case, but can be applied to other more suitable situations). And you can hardly be described as unreasonable when you want something fixed under warranty, and expect it to be the same colour. Throwing the wording in the contract in a customers face is a dick move, and shows the suppliers attitude towards their clients. It's not my problem if you don't have the right colour - get it. Thats what customer service means, go the extra mile and have a customer for life. As someone mentioned regarding their Ghost frame. I'm sorry, not trying to be a douche, but it is not on. Imagine having a door on your car replaced under insurance, and then it comes back in a different colour, and everyone tells you to stop being a pussy, and just go on with your life. Trtying to throw a misunderstanding - or inventive interpretation - of the CPA at someone is also a "dick move".
HDW Posted August 20, 2015 Posted August 20, 2015 Trtying to throw a misunderstanding - or inventive interpretation - of the CPA at someone is also a "dick move".True, that's why I've have never done it, and won't go that route. But it can be followed should you wish to do so. Nitpicking much?
VicanZA Posted August 20, 2015 Posted August 20, 2015 I love these posts with lawyers, lets all get 1.
Eddy Gordo Posted August 20, 2015 Posted August 20, 2015 I have had both good and poor service from Omnico. The good service was great in terms of small items that they sell. But when I wanted a specific make GT or even Canondale, they were not prepared to order me one cause its not on their stocklist!
BMXER Posted August 20, 2015 Posted August 20, 2015 Time to put omnico on the endangered species list?
Skinnyone Posted August 20, 2015 Posted August 20, 2015 I have had both good and poor service from Omnico. The good service was great in terms of small items that they sell. But when I wanted a specific make GT or even Canondale, they were not prepared to order me one cause its not on their stocklist!Working in the import and distribution business myself I can kinda understand the non willingness to special order a frame or bike - we can do it in our business because we are relatively small and we order a shipment every 8 - 10 weeks but a VERY large company like Omnico may not be able to source one as the logistics and costs involved may be too great. To explain the above - the brand managers of the respective brands have to do a forecast for the following year (normally around this time when the brands release new models) so lets say they order 25 bikes in a specific model and colour - then that is what will be allocated to SA by the factory and they will make those 25 bikes for SA. Now they ship those bikes (for the global market) towards the end of the year and the factory starts tooling up for the next years production. They don't keep making the bike in that color endlessly (and this is where the warranty color policy comes in) because they will wind up with a warehouse full of bikes/frames that they can't sell because there is no demand. Typically they may produce about 5% extra for warranties etc but that has to cater for the global market. Now you want a specific model that was not allocated for the SA market - Omnico (or any other distributor) has to ask ALL the other countries for their stock, most of the time they will not really be willing as they have done their forecasts etc and they may do a customer out by giving up their stock...Lets say that one international distributor is willing to sell the frame to Omnico, Omnico now needs to arrange special shipping to collect said frame and bring it in. All this takes company time and money to arrange - Omnico needs to recoup these costs - so will you be willing to pay 20-30% (lets say) more for your special order frame or bike?
Skinnyone Posted August 20, 2015 Posted August 20, 2015 I agree with the car analogy but even there the body panels etc are sent to the repair shops in a flat black protective coat of paint where they are sprayed to match the car...at the client's (insurance company) cost so I don't think the comparison holds water...
HDW Posted August 20, 2015 Posted August 20, 2015 They don't keep making the bike in that color endlessly (and this is where the warranty color policy comes in) because they will wind up with a warehouse full of bikes/frames that they can't sell because there is no demand. Typically they may produce about 5% extra for warranties etc but that has to cater for the global market.I follow your sound reasoning, and see where you are coming from. But what it comes down to is that they will rather force down random spares on existing clients who has a legitimate warranty claim, as this is just easier for them. It would make all the difference if Omnico just offered to pay for the respray of the rear triangle, and still offer their warranty. That's honestly not big money for them, and once again, they will probably get a customer for life. ****, even if they only are willing to still offer a warranty and you pay for the respray, that would help. The way they approach it now, is that if you buy a bike from them, and something like your rear triangle breaks in 3 places, they will replace it under warranty, but most probably in a different colour. Should you then wish to respray this part, as to not have your bike look like one a clown might use, you lose your warranty altogether. Really, wtf. Who's going to buy a bike like that from you at "market value"?
Flowta Posted August 20, 2015 Posted August 20, 2015 I agree with the car analogy but even there the body panels etc are sent to the repair shops in a flat black protective coat of paint where they are sprayed to match the car...at the client's (insurance company) cost so I don't think the comparison holds water... Currently the client can't go get it painted himself as his warranty will then be void
HDW Posted August 20, 2015 Posted August 20, 2015 I agree with the car analogy but even there the body panels etc are sent to the repair shops in a flat black protective coat of paint where they are sprayed to match the car...at the client's (insurance company) cost so I don't think the comparison holds water...I hear you, but I can see where insurance and warranty can mean the "same thing" here. In both cases, the customer should have been covered for the damage. With insurance you pay your monthly premium, with the bike you paid 40k once off. That was your insurance on your frame. Either way, the customer should not be held liable for additional costs to get the matching colour. That is just ridiculous.
Shebeen Posted August 20, 2015 Posted August 20, 2015 Time to put omnico on the endangered species list?HELL NO, they're a big company - so you get the rough with the smooth. you might have seen lots of positive comments here too!
Furbz Posted August 20, 2015 Posted August 20, 2015 after my personal experience with Omnico.i'm definitely reading the fine print in future as well as being very careful if they are the importers.i say keep up the social media pressure! it worked for me!i was given a incorrect colour frame. with pressure on social media ominco sourced a frame in CT and shipped it up to JHB.but they chose the quick fix first, then after pressure they did the right thing.why they didn't just sent the correct frame first time round... who knows. totally different area: when my Look frame cracked i was sent an entire new frame fork and ancillary pieces within 2 weeks. oh and it was a special order as stock was not on hand.the agent was extremely apologetic and really went the extra mile.i am a look fan for life after that!
Eugene Posted August 20, 2015 Posted August 20, 2015 Considering the fine print in their warranty conditions, Omnico has probably met their obligation and done what was legally expected of them (in terms of the warranty they promised the buyer when the bike was purchased). But this whole argument centers around customer goodwill. How much has Omnico done to make a happy customer? How far were they able to go? If there is no maching triangle, then there is no matching triangle. Omnico cannot pull hens teeth if there are no teeth to pull. To keep the customer happy, maybe they could've ordered a triangle that, although is different, is more asthestically pleasing to the colour scheme or offered to paint it or offered to honour the warranty if the customer had painted it himself. As to the time delays and the scratched triangle that was eventually supplied, that is unacceptable.
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