Warranty Return (non car related)
Discussion
Bought an expensive remote controlled electric golf trolley with a two year warranty from a well known high street retailer. Trolley is now just under a year old.
Firstly my remote broke and I was told to return it to there warehouse in Manchester for repair, or replacement, this was back in March to which I duly obliged. I was then past from pillar to post trying to seek updates by numerous e mails and phone calls before they eventually told me the manufacturer does not do repairs and I will receive a new remote. Fast forward another two weeks of no update, they then tell me the manufacturer won’t replace the remote I will have to return the complete trolley for a new replacement. Unfortunately on packing it up I’m unable to remove the wheels from the axels and end up having to destroy the original box to get it inside. I enclosed a letter listing content and an explanation that I was unable to remove wheels and didn’t want to damage the trolley in my attempts. Trolley is then collected the following day and returned to the warehouse.
Roll on another week with no updates so once again I phone them up. This time I’m told remote has been repaired and will be returned to me WTF. So I go off on one, saying this could of been done over a month ago, I then enquire about the wheel issue and they say what wheel issue. I politely point out I’d enclosed a letter explaining the problem, as well as it being pretty obvious due to the fact half the trolley was sticking out of the bloody box. She tells me I’ll contact the warehouse and inform them as trolley is still there. Obviously another two or three days go by with no information forthcoming, then low and behold my trolley is delivered back to the house whilst I’m out. You guessed it, trolley hadn’t even been removed from the box and the remote just plonked inside, although the explanation letter was gone, I assume it was to file 13 it.
I then contact them again for the umpteenth time and told to take it to a local store and they would assist me in removing the wheels, as though pressing a button and pulling them off needed assistance. Anyway, no joy guy spends 10 mins trying to get them off and then tell me they are stuck… drive back home and phone up customer services again, to be told I need to return the trolley and it will be looked at within a 28 day turnaround period. Ask to speak to someone higher up as totally unacceptable and told there isn’t anyone and this is there only system. So if the same happens again, which I expect it will, my trolley will have spent over two months of its first year being repaired…
Sorry for long rant (feel better now) but does anyone know if there’s anything I can do to sort it out? The shop I visited yesterday had a new one sat on the shelf and by the way it’s not a cheap trolley it costs over a £1k. Any help greatly appreciated.
Firstly my remote broke and I was told to return it to there warehouse in Manchester for repair, or replacement, this was back in March to which I duly obliged. I was then past from pillar to post trying to seek updates by numerous e mails and phone calls before they eventually told me the manufacturer does not do repairs and I will receive a new remote. Fast forward another two weeks of no update, they then tell me the manufacturer won’t replace the remote I will have to return the complete trolley for a new replacement. Unfortunately on packing it up I’m unable to remove the wheels from the axels and end up having to destroy the original box to get it inside. I enclosed a letter listing content and an explanation that I was unable to remove wheels and didn’t want to damage the trolley in my attempts. Trolley is then collected the following day and returned to the warehouse.
Roll on another week with no updates so once again I phone them up. This time I’m told remote has been repaired and will be returned to me WTF. So I go off on one, saying this could of been done over a month ago, I then enquire about the wheel issue and they say what wheel issue. I politely point out I’d enclosed a letter explaining the problem, as well as it being pretty obvious due to the fact half the trolley was sticking out of the bloody box. She tells me I’ll contact the warehouse and inform them as trolley is still there. Obviously another two or three days go by with no information forthcoming, then low and behold my trolley is delivered back to the house whilst I’m out. You guessed it, trolley hadn’t even been removed from the box and the remote just plonked inside, although the explanation letter was gone, I assume it was to file 13 it.
I then contact them again for the umpteenth time and told to take it to a local store and they would assist me in removing the wheels, as though pressing a button and pulling them off needed assistance. Anyway, no joy guy spends 10 mins trying to get them off and then tell me they are stuck… drive back home and phone up customer services again, to be told I need to return the trolley and it will be looked at within a 28 day turnaround period. Ask to speak to someone higher up as totally unacceptable and told there isn’t anyone and this is there only system. So if the same happens again, which I expect it will, my trolley will have spent over two months of its first year being repaired…
Sorry for long rant (feel better now) but does anyone know if there’s anything I can do to sort it out? The shop I visited yesterday had a new one sat on the shelf and by the way it’s not a cheap trolley it costs over a £1k. Any help greatly appreciated.
OP - good rant 
It seems as though the product developed a fault and you gave them a chance to fix it.
I'm not quite clear whether they've attempted a repair and failed, or if they are just taking ages to respond but either way I think I would reject the trolley and ask the retailer for your money back.
It seems as though the product developed a fault and you gave them a chance to fix it.
I'm not quite clear whether they've attempted a repair and failed, or if they are just taking ages to respond but either way I think I would reject the trolley and ask the retailer for your money back.
Nothing wrong with using an electric trolley. I have for over 10 years. Bought near new off a work colleague. Basic electric with no money generating “extras”.
Makes playing easier ( an old rugby shoulder injury kicks in if carrying).
Helps speed up walking too by matching the setting and prevents slow play ( a curse on the dawdlers!).
Don’t like buggies so only used on a course with longer walks between green to tee.
Makes playing easier ( an old rugby shoulder injury kicks in if carrying).
Helps speed up walking too by matching the setting and prevents slow play ( a curse on the dawdlers!).
Don’t like buggies so only used on a course with longer walks between green to tee.
DavePanda said:
Why are you trying to remove the wheels after it was returned? If they repaired the remote and sent it all back surely it's usable again.
As for the £1k on a remote controlled trolley
I push my trolley and it does exactly the same as one that costs £1k
Understand where your coming from but, every single person I play with has an electric trolley and it’s my main hobby, so that’s where I spend my money, plus, I am retiredAs for the £1k on a remote controlled trolley
I push my trolley and it does exactly the same as one that costs £1k
. Let’s face it, we all drive cars that costs several thousand pounds more than a banger that would do the same job.Reference the wheel issue. Initially it was the remote that was broken not the trolley, so that was returned by itself. They then requested the trolley be returned as manufacturers don’t replace remote only and they were going to supply a new full set, i.e. trolley, battery, remote etc. That’s when I discovered the wheel issue as obviously I couldn’t get it into its original box to send it back. Once they received the trolley they then told me they had repaired the remote (told several times this wasn’t possible) and I now have this picture of a guy in the warehouse selling a new remote controlled trolley after he repaired my broken remote and claimed the new one for himself
My issues are with the high street retailer and it’s there warehouse it’s been returned to.
tony wright said:
Reference the wheel issue. Initially it was the remote that was broken not the trolley, so that was returned by itself. They then requested the trolley be returned as manufacturers don’t replace remote only and they were going to supply a new full set, i.e. trolley, battery, remote etc. That’s when I discovered the wheel issue as obviously I couldn’t get it into its original box to send it back. Once they received the trolley they then told me they had repaired the remote (told several times this wasn’t possible) and I now have this picture of a guy in the warehouse selling a new remote controlled trolley after he repaired my broken remote and claimed the new one for himself
...but are you going to need to get it back in its box again in the future? Or do you need to take the wheels off it again?Otherwise presumably you are just future proofing - just in case you ned to take the wheels off?
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