greg sextro Posted September 21, 2015 Report Share Posted September 21, 2015 I am in need of some advice. I'm having problems with a brand new piece of equipment I purchased and the manufacturer (name currently withheld) has not responded to the multiple contacts from the dealer, and has not responded to my personal contacts either. I am all set to publicly call them out as I can't think of any other way in getting them to possibly pay attention. Has anyone run into problems like this? What should I do? Quote Link to comment Share on other sites More sharing options...
soundtrane Posted September 21, 2015 Report Share Posted September 21, 2015 what does the dealer suggest? Quote Link to comment Share on other sites More sharing options...
greg sextro Posted September 21, 2015 Author Report Share Posted September 21, 2015 dealer doesn't know what to do either really. they have been contacting the manufacturer for other reasons as well. Quote Link to comment Share on other sites More sharing options...
Abe Dolinger Posted September 21, 2015 Report Share Posted September 21, 2015 That's a bummer Greg. I'd probably return the gear to the dealer and pick up an alternative if possible. This doesn't bode well for future tech support. Quote Link to comment Share on other sites More sharing options...
RadoStefanov Posted September 21, 2015 Report Share Posted September 21, 2015 Maybe the manufacturer was in Europe attending a convention. Quote Link to comment Share on other sites More sharing options...
greg sextro Posted September 21, 2015 Author Report Share Posted September 21, 2015 It's been at least a month at this point. Quote Link to comment Share on other sites More sharing options...
Tom Duffy Posted September 21, 2015 Report Share Posted September 21, 2015 Rant: I may be old-fashioned, but isn't this part of the service that the dealer provides? They take the unit back and refund you, they have the relationship with the manufacturer, and returning unsold, returned or broken units is one part of the contract. (which is also abused, you should see the pallets of junk we used to get back from Costco, stuff we don't even make) Warranty service direct to manufacturer is a courtesy that a good manufacturer provides to increase turn-around and user satisfaction, it used to be always take it back to where you purchased it first. If the dealer gets the short end of the stick, they can choose to not stock / not recommend that manufacturer's product in the future. Too many dealers pretend they have no obligation to be the customer's solution when a problem arises. If the dealer gets the sale, but the return and refund go via the manufacturer, the manufacturer is over 100% in the hole (end user price is not dealer price). Quote Link to comment Share on other sites More sharing options...
greg sextro Posted September 21, 2015 Author Report Share Posted September 21, 2015 I have no qualms with the dealer - they've been doing everything they can to get in contact - it's the manufacturer that has not been responding. I noticed a small issue when I got the unit and now a major one has popped up. Quote Link to comment Share on other sites More sharing options...
Tom Duffy Posted September 21, 2015 Report Share Posted September 21, 2015 (edited) The dealer won't give you a loaner while they deal with the Manufacturer? That's what I'd expect it it's a high end item. (which I'm assuming it is because you're here). The dealer must have a phone number for putting orders in, even it is via an intermediate distributor. Especially if it's a distributor, saying "no more orders until this issue is dealt with" should get some traction. Edited September 21, 2015 by Tom Duffy Quote Link to comment Share on other sites More sharing options...
soundmanjohn Posted September 26, 2015 Report Share Posted September 26, 2015 In the UK, under the Sale Of Goods Act 1979, the onus is always on the retailer, not the manufacturer, to replace or effect a repair to, an item that was faulty on delivery. The retailer then deals with the manufacturer: it's his problem, not yours. However, it appears that consumer protection law isn't quite as simple in your country: see here: https://www.law.cornell.edu/ucc/2/ That said, in my opinion, if the unit was faulty on delivery and you can prove it, the retailer should replace it and take the matter up with the manufacturer, no questions asked. John Quote Link to comment Share on other sites More sharing options...
mikewest Posted September 26, 2015 Report Share Posted September 26, 2015 Tell the dealer that you will phone the manufacturer. Phone the manufacturer and ask what's going on! mike Quote Link to comment Share on other sites More sharing options...
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