E300Diesel
New member
* 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?
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?
