Thread: Faulty Dremel, bunnings won't replace.

I have followed this thread with some interest. The US equivalents of Bunnies are Lowes and Home Depot. In both cases, returns are easy as . . . they have a separate returns desk right at the entrance. They will ask you if the product is defective only to determine whether it can be restocked or must be sent in. Otherwise it's just "here's your money."

I lay this open-handed approach to competition. If one was easy to deal with and the other difficult consumers would vote with their wallets. Perhaps Bunnies needs some real competition to get their attention.

Originally Posted by Honorary Bloke

I have followed this thread with some interest. The US equivalents of Bunnies are Lowes and Home Depot. In both cases, returns are easy as . . . they have a separate returns desk right at the entrance. They will ask you if the product is defective only to determine whether it can be restocked or must be sent in. Otherwise it's just "here's your money."

I lay this open-handed approach to competition. If one was easy to deal with and the other difficult consumers would vote with their wallets. Perhaps Bunnies needs some real competition to get their attention.

Ditto. Even if the reason for return is just "I selected the wrong ..." (colour, size, etc.).

I've had excellent dealings with Dremel by direct telephone, including since their acquisition by Bosch, I think. For an older Dremel, I replaced the spline driveshaft, and bought a few extras for spares. (Second time I replaced it) IIRC, the nice lady tossed in an extra bushing and levied no postage charge. Mebbe it was just my charmin' personality, so YMMV.

Joe

Originally Posted by Honorary Bloke

I have followed this thread with some interest. The US equivalents of Bunnies are Lowes and Home Depot. In both cases, returns are easy as . . . they have a separate returns desk right at the entrance. They will ask you if the product is defective only to determine whether it can be restocked or must be sent in. Otherwise it's just "here's your money."

I lay this open-handed approach to competition. If one was easy to deal with and the other difficult consumers would vote with their wallets. Perhaps Bunnies needs some real competition to get their attention.

To be fair to Bunnings (and no, I am not a shareholder!), that has been my experience every time I have returned something to them. By law they are not required to give a refund just because you changed your mind, but they (and other big retailers such as Big W, K Mart, Target etc etc) will always bend over backwards to accommodate a customer. As you pointed out, it is in their best interest.
The case with the return of the Dremel is not typical of Bunnings' approach to customer service and I would suggest driven by a staff member being difficult or some other (customer driven?) cause.
Like you said, they ask the question whether anything is wrong purely so they can determine what needs to happen to the item.

Whenever i don't get the sort of service i think i should be getting i stop messing with the salesmen & go straight to the manager & i do it very loudly. U'll be amazed how fast moody salesmen will change their tunes. If you're sure you are in the right then go back & make a lota noise about it. Bunnys hates bad PR.

Originally Posted by Rattrap

Whenever i don't get the sort of service i think i should be getting i stop messing with the salesmen & go straight to the manager & i do it very loudly. U'll be amazed how fast moody salesmen will change their tunes. If you're sure you are in the right then go back & make a lota noise about it. Bunnys hates bad PR.

this is why l don't give my last name at WORK if someone is OK with making a dick out of them self in public who knows what they will do when no one is there

why we ask what is wrong with it we have to tell the supplier so it can be fixed easy. It's work we all have to make a living why make it hard for somebody , if its a 15year old and doesnt know what he is doing that's OK we all started some where people that come in yelling get the biggest run around from me the nice one l will do my best for a win win outcome

come in yelling you will get to see a manager yes you will but will all think you Ahole and next time you come in the service maybe not as good

OK let me break my statement down for u.
First off i'm talking about what i have termed a 'moody salesman' - ie any salesman who lazy, can't be bothered, saying no because the think they can, etc. I'm sure u know the sort i mean, we all come up against them from time to time. Having had my own business i can apreceate good service from both sides of the fence so i always make a point of letting salemen know i appreceate their help.
At the oppersate end of the spectrum i dispise poor service & most times i will remain silent & just shop elsewhere.
If it's a warrenty issue I'm more than happy to jump thru all the required hoops but if all i'm getting from a 'moody salesman' is bs then you can expect me to get quite loud asking for the manager.

The issue of clerk's identification has gotten a bit warm. In almost any organisation of substance, employees have an identification number, at least in modern times for payroll purposes. You can legitimately ask for that number to eliminate ambiguity. Cops have had badge numbers for years, if not centuries. Thus you can refer to "Joe #12345," instead of "Joe, the handsome one."

An outraged customer can be a genuine peril if he elects to "go postal." Many professionals find it necessary to at least partially protect their identity - unlisted phone numbers, house registered in the wife's maiden name, etc.

Calm and cool usually saves the day. Be polite.

Joe

So what happened with the faulty Dremel?

Originally Posted by Big Shed

To be fair to Bunnings (and no, I am not a shareholder!), that has been my experience every time I have returned something to them. By law they are not required to give a refund just because you changed your mind, but they (and other big retailers such as Big W, K Mart, Target etc etc) will always bend over backwards to accommodate a customer. As you pointed out, it is in their best interest.
The case with the return of the Dremel is not typical of Bunnings' approach to customer service and I would suggest driven by a staff member being difficult or some other (customer driven?) cause.
Like you said, they ask the question whether anything is wrong purely so they can determine what needs to happen to the item.

Agree, that has been my experience with Bunnies over many years.

OK - This is directed to the peaceful loving be nice to idiots types (salesmen).

What do you suggest the person with the faulty Dremel do?

He was polite.

He explained the situation.

He is being denied his rights

If he asks for the manager he will be labelled an "AHOLE" as indicated above

Would it make your lives easier if he just disappeared and suffered the financial loss?

I'm sorry if I am down a bit on salesmen but I guess that is the result of my previous career - only a very tiny minority of salesmen know what honesty is and most are very very dumb but all have big loud mouths and most will stab you in the back.

Originally Posted by joe greiner

Cops have had badge numbers for years, if not centuries.

Naughty ones used to swap badge numbers between stations and genders to make complainants look silly

Australia is the place of choice. Australia also has Acts and Regulations of returned goods. If you don't get good service from Bunnings, then you have to remind them of their responsibility. Speak nicely and politely to the manager of the store. Be confident and let them know where you stand. Confidently state your point that the goods were not were not up to standard and were faulty. If you don't get the service, then go higher up the chain, or exercise your rights as the purchaser.

MIKE

I can not believe this post has lasted so long. Although Bunnings have dropped in my estimation of them, not necessarily because of this post but for what I have casually observed in their pricing over the last six months.

Their standards, in my opinion, have dropped , no more nor no less, then their competitors. However, in this case, we are talking about a product that I had put at the top of their field. ( Dremmel. )

Unless, Festool are into Rotary Tools I will believe this. I have great difficulty believing that both Bunnings and Dremmel are that difficult to deal with.

My first thoughts is that you are dealing with a dick head salesman or manager. Or everything is not as it seems in Bunnings defense.Try to by pass them, and let us know how you get on. Something is not right here.

Ok so I returned to Bunnings Box hill Monday during my lunch break and SUCCESSFULLY exchanged the Dremel. I just went up the the Exchange desk and pointed out the faults to the person there...she started saying how I must have a faulty power point at home and its quite common, I immediately asked to speak with the guy who had "helped" me during the previous attempted return. She rang him and he remembered who I was and when he showed up he was carrying a replacement Dremel so he must have been feeling bad about it or something.
I listed off all the problems to him(bent spindle, faulty speeds etc) and he told the lady to exchange it....a done deal! Things almost got messy when they needed my credit card (which I didn't have on me) because it meant the warranty was going to be out by 10 days, I didn't say anything and I think they saw the look on my face and dropped it.
I'm a happy man now, the Dremel works exactly as I thought it should have the first time and I can finally use it for what I bought it for.....hmm now what was it...?