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Not a rate, just want to share something I've found out recently.
I purchased an item from Wiggle with failed within its warranty period. Wiggle have given me a refund. I asked for a replacement rather than a refund when I return the item originally. Wiggle say they can't give me a replacement as it's an OE product. Replacements are more expensive and had it been a normal retail item, a replacment wouldn't have been an issue despite the fact they're more expensive now. I was unaware of this difference when I bought the item (which incidentally turned up in a box with instructions and wasn't apparent that it was OE).
I've had my money back so I'll stick at disappointed rather than going to peeved but just thought people on here might like a heads-up.
I'm now going to take my refund and spend it at CRC!
so they refunded the price you paid? direct replacement not available
whats the issue?
direct replacement not available
I don't think he's said that.
I see what you're saying, and I see they're point as well. In the end, a product failed, you got a refund, neither party is left out of pocket. I can see that you are disappointed, as obviously, if part of your bike breaks, you can't hold it together with £10 notes! That said, cheap stuff usually OEM (thats why its cheaper) and as such blah blah blah etc etc. you get what I'm saying.
The issue, although I didn't make an issue of it, was to let people know what wiggle treat OE warranties differently from normal warranties and that some people might like to know that before they make their purchase.
They do have replacements available and I'm willing to wait for the item but because mine was sourced OE, they wont replace it with a "normal" (identical item out of the same factory). They gave me a refund because they can't replace it from the OE source.
I've got my money back, fair enough. My point is, I didn't know at the time of purchase that the warranty would be treated differently and I just thought others might like to know.
I think Onzadog has a fair point. Maybe they could be encouraged to point out whether items are OEM products on the relevant page, or maybe even when you hit the buy button along with a summary of their warranty procedure should it fail etc etc.
If it came in a box etc I don't see how it could be argued to be OEM
don't suppose it was "advertised" as being OEM either
ALL vendors should be made to say that an item is OEM. I doubt whether there's any difference (forks & maybe shocks aside) but they still should state IMO
(that said, in the end I guess refund is one of the options open to them as seller of a faulty item, isn't it ?)
Regardless of whether it is OEM, the consumer has the choice of whether to accept a refund or replacement, so long as a replacement is available. So, even if the price has gone up, you are able to claim the replacement.
Rachel
I recently bougt 2 pairs of Shimano winter boots from Wiggle when they were on offer. One for me, one for Mrs PP. Hers were a size to small.
Checking their returns policy, it states that you must return the item for a refund and then re-order. But the price had risen at the end of the offer by £20 or so.
So I put a polite note on the returns label explaining that I'd really like these changed rather than refunded please, as I won't be reordring at a higer price.
They refunded the original price, sent out the next size, then charged the original price again!
Go figure that out!! 🙂
I'm still happy, just bemused as to why they seem to make things difficult for themselves!
There will be accounting and stock control systems that mean they have to work in a certain way. It seems easier to just send out another pair but there needs to be a paper trail to follow come stock taking / auditing time.
Rachel (allthegear) - seems wiggle is saying that repair or replacement is too costly & so offering refund. I'm pretty sure they can do that can't they (I'm no lawyer though)
I bought some RS Revs from Wiggle December 2008. They went back twice under warranty to have the motion control fixed. Took a while the first time but they kept in touch. Second time they appeared to lose them 😉
Offered me a brand new set of Revs. No good as they where now 130-150 so too big for what I needed. I asked for a set of Reba Team (which were £200+ more than I paid originally for the Revs) and they sent them no problem.
So my experience ended up being very good indeed, if a little prolonged.