Purchase from Detailed Image... Bad Customer Support?

[E300Diesel]

* Disclaimer. This thread is not intended to bash anyone, any product or any E-Tailer. The intention(s) of this thread are to reflect what todays consumer/customer would have expected the below issue to have been resolved.



After gaining some experience using another detailers Flex 3401, I decided that it was time to purchase one of my own and add it to my detailing arsenal. After reviewing various e-tailer sites, I choose to purchase my Flex 3401 from a well know e-tailer, Detailed Image. They had a great price on the Flex that came with the Flex bag for free (Just what I was looking for). I also attempted to visit the AutoGeek website, but due to Internet conenctivity issues, the page was timing out, preventing me from accessing their page. I have purchased from DI (Detailed Image) before, and had good experiences dealing with them, so I had no reservations about making this purchase from them.



The Flex had arrived along with the free Flex bag. Unfortunately, the Flex bag had a gash on one side that went through all the way into the compartment area. I expressed this issue to DI, to which initially they responded with a nomimal credit to my account, if that would be sufficient. After a simple exchange, advising them that my expectation was to have a defect free bag, as the gash was fairly large, approx. 5-6" on the side, DI offered to replace the bag with no additional issue(s) or concern(s). GREAT!! Happy customer I was.



This past weekend, using my Flex, I had noticed a loud squealing noise coming from the unit, prior to the electric motor coming to a complete stop. Conversing with others, and my experiences with my friend`s Flex, he/they never had the same issue that I was experiencing with my Flex. The squeal makes it sound like a tired, worn out unit, hence my concern. I expressed my concern about this issue with DI, to which their simple response is that I need to send it to a repair center along with a copy of my receipt. This means, I have a Flex that is approximately 3 weeks old, that I need to spend additional monies to mail to a certified repair facility.



Considering that this unit is a new unit, within 30 days of purchase, purchased around 04/20/2010, my expectation(s) is/are to have a new replacement unit with the shipping of the defective unit paid for or at least have the return shipping reimbursed. In the day and age of customer service, I do not percieve this is an unreasonable request. Not seeking a refund, only a defect free Flex 3401. I also advised, that if this unit needs to be mailed, I would be mailing the entire unit, along with both Flex bags back to DI, only to have a response that they do not accept returns.



My friend that has the Flex, also had an issue with his Flex (unrelated), soon after his purchase, and the e-tailer/retailer replaced his unit and had him send back the original unit without any questions.



How would you think the best resolution should/would be?

[gmblack3]

I think they should send you a new flex and pay for the return of the defective unit.

[Mindflux]

I think they should send you a new flex and pay for the return of the defective unit.

Sounds reasonable to me. Under 30 days old falls under just about any retailers return/exchange policy.

[gmblack3]

I just looked at the return policy:

We accept unopened and unused product returns within 30 days of purchase. All returns must be accompanied by our return form and be shipped to one of our addresses listed below. Please attach any relevant information such as your order invoice or email conversations with us to help us process your return as fast as possible.



Returns of tools and machines (i.e. Porter Cable 7424XP) should be sent directly to the manufacturer. Please see our Tool Returns page for more information.



We do not pay for shipping for you to make a return, nor do we refund your shipping charge on the original purchase. Special exceptions will be made if you received the wrong product or a product was damaged during shipping. In one of those scenarios, please contact us prior to sending a return and we will do our best to remedy the situation.

Tool Returns

Detailed Image does not accept the return of any tool or machine (i.e. Porter Cable 7424XP, Flex XC 3401 VRG, Metabo PE 12-175, Metro Vacuums, CR Spot Less Water Filtration Units, etc). If you have a problem with these products while they are covered by the manufacturers warranty we respectfully ask you to contact them directly. This will expedite the warranty work and assure that you get the fastest service possible from the manufacturer.



If you need any help reaching the manufacturer please look at the list below for their contact information. These manufacturers should all be able to help you directly and in a timely manner. Detailed Image is here to support you through this process, so if you are having troubles contacting the manufacturer or getting warranty work done please contact us.

As I stated above, I think the right thing for DI to do is to get you a new machine. OTOH it appears they are following the guidelines posted on their site. I guess its up to the consumer to read how they handle returns of machines.



My festool acted up 2 months after I bought it. Different situation from yours, but festool tells me that they will either have me a new one or repair mine. They usually have a one day turnaround with a goal of no more then 2 days.

[Mindflux]

My festool acted up 2 months after I bought it. Different situation from yours, but festool tells me that they will either have me a new one or repair mine. They usually have a one day turnaround with a goal of no more then 2 days.

Festool should be giving you a reach around for what you paid for that thing. (from a nice, soft handed woman of course). :laugh:

[E300Diesel]

I just looked at the return policy:











As I stated above, I think the right thing for DI to do is to get you a new machine. OTOH it appears they are following the guidelines posted on their site. I guess its up to the consumer to read how they handle returns of machines.



My festool acted up 2 months after I bought it. Different situation from yours, but festool tells me that they will either have me a new one or repair mine. They usually have a one day turnaround with a goal of no more then 2 days.

With all the things going on in our daily lives, the last thing that you expect from what you would consider a reputable online e-tailer, is to refer back to the fine print when something goes wrong. In lieu of that, it appears that I know where NOT to repeat my business. I just wish it wouldn`t have come down to this.

[Mindflux]

With all the things going on in our daily lives, the last thing that you expect from what you would consider a reputable online e-tailer, is to refer back to the fine print when something goes wrong. In lieu of that, it appears that I know where NOT to repeat my business. I just wish it wouldn`t have come down to this.

Perhaps the mfg or powerhouse distributing will just give you a new unit in exchange for your broken one. One can only hope they`d do that rather than refurbish your unit.

[AZN_C300]

Return policy is clearly stated and it`s not all that uncommon for e-tailers to expect buyer to pay for return shipping. It gives e-tailers some form of safeguard from unscrupulous buyers who want a free sample of their wares.



Personally, I`ve had nothing but good experience with DI. Once I had an order shipped to the wrong address (my fault) and I worked with them to do an address correction through FedEx paying out of my pocket. FedEx screwed up and shipped to the old address and wouldn`t do a pick up/reship, so DI stepped up and shipped me another order (over $100 worth of stuff), refunded my address correction fee, and ate the cost.

[E300Diesel]

Return policy is clearly stated and it`s not all that uncommon for e-tailers to expect buyer to pay for return shipping. It gives e-tailers some form of safeguard from unscrupulous buyers who want a free sample of their wares.

This isn`t a demo of the item, it has a defect.

[AZN_C300]

This isn`t a demo of the item, it has a defect.

I wasn`t saying you were demoing it. I`m just stating a valid reason why e-tailers have return policies that discourage whim returns. It had a defect, so the retailer told you to make a warranty/return claim through the manufacturer. Once again, clearly stated on their website. Does it suck, no doubt, but at this point, I don`t see too many other options available.

[imported_weekendwarrior]

I think it would be a nice gesture for them to replace the unit. Sure, they may have safeguards in place to protect them from unscrupulous buyers that want to test drive products, but when a customer has an issue with the item so soon after purchase, and is asking for a replacement (not a refund), an exception should be made...just my opinion.



I am the person he is referring to in his initial post regarding having had an issue with my Flex a couple of years ago. After I bought it, the trigger lock feature quit working. I contacted the vendor, and they immediately offered to email me a UPS label to return my faulty Flex. After I dropped it off at UPS, and the vendor could see that it was scanned into the UPS system, that vendor went ahead and shipped me a replacement Flex. When the replacement came, they even threw in a Flex bag for free, due to the inconvenience. Did they have to do this? - no, not at all. Was it the vendor`s fault the Flex acted up on me? - no. But, the vendor I purchased from stood behind the product that they sold me, and stepped up to the plate with awesome customer service. I will definitely remember that, and will refer friends to that same site, as I can be sure they will be treated well also.

[dmw2692004]

I think it would be a nice gesture for them to replace the unit. Sure, they may have safeguards in place to protect them from unscrupulous buyers that want to test drive products, but when a customer has an issue with the item so soon after purchase, and is asking for a replacement (not a refund), an exception should be made...just my opinion.



I am the person he is referring to in his initial post regarding having had an issue with my Flex a couple of years ago. After I bought it, the trigger lock feature quit working. I contacted the vendor, and they immediately offered to email me a UPS label to return my faulty Flex. After I dropped it off at UPS, and the vendor could see that it was scanned into the UPS system, that vendor went ahead and shipped me a replacement Flex. When the replacement came, they even threw in a Flex bag for free, due to the inconvenience. Did they have to do this? - no, not at all. Was it the vendor`s fault the Flex acted up on me? - no. But, the vendor I purchased from stood behind the product that they sold me, and stepped up to the plate with awesome customer service. I will definitely remember that, and will refer friends to that same site, as I can be sure they will be treated well also.

They already replaced one of his units though.. From their perspective it would start to look a little fishy if the new unit they just sent him already needs to be replaced..



Your story is similar to mine in that it has to do with DI and ONR AND the Ez-detail brushes. A little ONR leaked out during shipping, I called to let them know that they might want to tape the caps on(not even asking for a new bottle) and they went ahead and sent me a new bottle anyway. Completely free. The Same thing happened with my Mini ez-detail brush.



thread about it here:

http://www.autopia.org/forum/car-det...thumbs-up.html

[E300Diesel]

They already replaced one of his units though.. From their perspective it would start to look a little fishy if the new unit they just sent him already needs to be replaced..



Your story is similar to mine in that it has to do with DI and ONR AND the Ez-detail brushes. A little ONR leaked out during shipping, I called to let them know that they might want to tape the caps on(not even asking for a new bottle) and they went ahead and sent me a new bottle anyway. Completely free. The Same thing happened with my Mini ez-detail brush.



thread about it here:

http://www.autopia.org/forum/car-det...thumbs-up.html

Please re-read the post. The sent me a replacement Flex "bag", not the Flex 3401 itself.

[nosbusa1700]

Just a thought.. If you`re that unhappy.



You could always dispute the charge with your credit card company (if you paid by CC) and then buy it elsewhere..



IMO.. Within at least 30 days the company you purchased from should step up and take care of any problems.. They are the one`s selling this product.. Kind of silly to sell a product and then step away from all responsibilities within 30 days.. jmo



Good luck.

[GatorJ]

* Disclaimer. This thread is not intended to bash anyone, any product or any E-Tailer. The intention(s) of this thread are to reflect what todays consumer/customer would have expected the below issue to have been resolved.

The title of your thread sure isn`t consistent with your "Disclaimer".