Thread: Very dissapointed with purchase

Edit = Draconian, leave it = inconsistent. It seems we are damned if we do and damned if we don't!

Personally I'd rather not edit as there are some good comments in this thread. Hopefully it will stay on Woodwould's original topic too (please ).

What percentage of woodwork is the business of sourcing the tools?

This thread will closed until I get a PM from WW that he has something on topic to say.

Draconian editing taking place.

This is the response via PM from WW.

,

The latest in the saga, make of it what you will:

Despite writing a considered letter to the manager of Timbecon, in return, I received a phone call this morning from the manager/owner, Robert Iles. I sometimes find it difficult to distinguish voices on the phone, but I strongly suspect Mr. Irate of WA and Mr. Iles are one and the same.

Mr. Iles wouldn't be drawn on the identity of Mr. Irate of WA, but the ensuing pattern of conversation and accusations were the same and, interestingly, the Woodwork Forums copped a fair hit this time too – apparently "… they cause nothing but trouble… they should be shut down." Mr. Iles tried intimidation, threatening me with legal action following my post on the forum, maligning his company. When I pointed out that I was considerate enough not to mention the company's name (at that point). He said that he had read my post and he called me a liar. I believe the proof is there in black and white.

Again, I was disbelieved "How come we sell five hundred of these (router bases) a year and you're the only person that has a problem with them?" Mr. Iles argued that "The Milescraft router base isn't one of our products – it's made in the US – so we can't guarantee it." He wouldn't accept liability for the router base even if it was faulty, saying that he would have to send it back to Milescraft to be considered for replacement! I was flabbergasted by this and suggested he should review Australian consumer law.

The exact same resolution was offered; I should return the router base and once it had been inspected, it may or may not be replaced – at his discretion. I asked "What if you don't accept that it's faulty? You'll have my router base and I'll be up for further postage costs if I want it returned. As I've said from the beginning, I'd be better off throwing it in the bin and wearing the loss."

After a few more rounds of this, Mr. Iles suggested I return it using his reply paid service and after further negotiations, agreed that if the base was faulty, he would refund the purchase cost - I forgot to ask if that would include initial postage. I eventually agreed to return the router base, however, I have no confidence in Timbecon and on reflection – this is a lousy $18.75 router base - I will not concern myself with it any further.

All in all, Timbecon's unaccountability, lack of consumer satisfaction and belligerence haven't altered. At no time was any sort of apology offered for the less than optimal performance of the router base or that of Mr. Irate of WA.

I believe it is poor policy to intimidate and threaten a customer and call them a liar. Maybe that's just me.

Please keep it on topic. It will be closed again when we see fit.

Have had nothing but quick,efficient and friendly service from them.


I think your on your own with that one, and should have reached a settlement before plastering it in an open forum.

Originally Posted by FRB Design

Have had nothing but quick,efficient and friendly service from them.


I think your on your own with that one, and should have reached a settlement before plastering it in an open forum.

Same here. I have always had great service from them wether via mail here in Melbourne or in person in Perth. I agree posting the issue on a forum this way was pretty ordinary.

Don't agree that the post was 'ordinary'.

Strikes me as quite measured.

Customer service like this has lost the retailer way more than 18 bucks and postage.

Originally Posted by rsser

Don't agree that the post was 'ordinary'.

Strikes me as quite measured.

Customer service like this has lost the retailer way more than 18 bucks and postage.

I reckon Ern's right. The retailer didn't have to be the loser here but he is.
Jim

I'm with WW on this one. The vendor is holding all the cards here, WW doesn't have any control. If the shop wants to take a business risk by confronting a customer in this way, then that is their choice, but it is more than a bit rich to blame everyone else about the consequences. The shop has had ample time to calm things down and make the problem go away but chose not to.

As I said before, we know that all shops sell faulty goods from time to time but it is the way that they deal with these problems that define them.

Originally Posted by TP1

I'm with WW on this one. The vendor is holding all the cards here, WW doesn't have any control. If the shop wants to take a business risk by confronting a customer in this way, then that is their choice, but it is more than a bit rich to blame everyone else about the consequences. The shop has had ample time to calm things down and make the problem go away but chose not to.

As I said before, we know that all shops sell faulty goods from time to time but it is the way that they deal with these problems that define them.

This post says it all but WW does have the Australian Consumer laws at his disposal, but for the sake of a small cost of 18.75 he is at the mercy of the generosity of the seller.

A good outcome as we all know would be for the seller to gain some kudos here and offer to refund the cost or even replace the router base at his own expense.

This in alleviating the situation would go a long way towards gaining him some real good standing in the Woodworking community particularly as members of this forum possibly participate in purchasing from his company by the numerous word of mouth comments expressed by those members who have had dealings therein.

WW,I really hope that some degree of satisfaction is extended your way.

Cheers

Originally Posted by John Saxton

WW,I really hope that some degree of satisfaction is extended your way.

Thanks. I figure $40 was cheap for the lesson learned. Imagine if it had been a big bit of machinery!

Originally Posted by Lignum

Same here. I have always had great service from them wether via mail here in Melbourne or in person in Perth. I agree posting the issue on a forum this way was pretty ordinary.

Sorry but can't agree with that myself. Any product is only as good as the service provided by the seller or manufacturer and to call a customer a liar is no way of handling a situation such as this. Bringing something like this out in the open to enlighten others is a good idea. Ultimately , we will make up our own minds as to whether we will deal with this company in future.
I congratulate WW for bringing this out into the open and remind everyone that WW did not mention the company by name in his original posting.
It's something like this that keep most retailers honest with their policies on refunds and service. Most retailers are only too pleased to try and resolve a situation without causing a conflict with the customer. I fail to see how a seller thinks he can treat a customer in this way and expect to remain successful in business especially when a big part of your business is conducted through online mail order.

Originally Posted by munruben

Sorry but can't agree with that myself. Any product is only as good as the service provided by the seller or manufacturer and to call a customer a liar is no way of handling a situation such as this. Bringing something like this out in the open to enlighten others is a good idea. Ultimately , we will make up our own minds as to whether we will deal with this company in future.
I congratulate WW for bringing this out into the open and remind everyone that WW did not mention the company by name in his original posting.
It's something like this that keep most retailers honest with their policies on refunds and service. Most retailers are only too pleased to try and resolve a situation without causing a conflict with the customer. I fail to see how a seller thinks he can treat a customer in this way and expect to remain successful in business especially when a big part of your business is conducted through online mail order.

My sentiments exactly, they have lost me as a customer.

Peter.