An issue with Nippy Normans
- Thread starter buttyboy
- Start date
But you only ever hear on here when he gets it wrong. Have you seen many threads about GOOD service/ products on here?
He's been trading for a few years, so must be doing something right.
But you only ever hear on here when he gets it wrong. Have you seen many threads about GOOD service/ products on here?
He's been trading for a few years, so must be doing something right.
Used them twice in last few weeks, may have had second thoughts if I had seen this thread, but both deliveries were received within 3 days, free delivery and no issues. Just sayin
Well, here's an update. I posted the lever back on Monday, and this morning I got a replacement - only it's a clutch lever, not a brake lever which was the item that was shipped incorrectly. Infuriatingly, as there's no phone number, I have to email to explain. I got an email back a couple of hours later asking which lever it was I wanted, and the what the part number is - information which was all clear on the original order, and re-iterated in my email explaining that he's shipped a 1200GS brake lever not an 800GS lever. So I sent a link from Nippy's website, just to be clear. Now I'll have to wait until the electrons wend their way to Devon, but I'm not hopeful as Nippy's site now shows out of stock.
The postage for me to post back the part that Nippy had shipped incorrectly was £4.80, and now I'll have to send back the second incorrect item, at a cost of another £4.80, and I still don't have the lever which I (correctly) ordered in the first place.
So, if you order something and he sends you the right thing, and there are no issues with it - all well and good. Otherwise, not so much.
By the way, Nutty GSER, I have in the past stood up for Nippy, I've bought from him in the past and a couple of times when there were issues I called him and it was sorted out. But the deal is, we go to his website, select stuff, pay for it, he ships the right thing in a timely manner. It's not something which should require comment, unless it's something above and beyond normal service. I went to the local butcher the other day, bought a couple of nice steaks for the barbie, paid, walked out with them - that's the way retail works. If I'd got home and found they were dog steaks with a bit of fur on them I would certainly raise a comment, but otherwise it's rather an everyday transaction.
The postage for me to post back the part that Nippy had shipped incorrectly was £4.80, and now I'll have to send back the second incorrect item, at a cost of another £4.80, and I still don't have the lever which I (correctly) ordered in the first place.
So, if you order something and he sends you the right thing, and there are no issues with it - all well and good. Otherwise, not so much.
By the way, Nutty GSER, I have in the past stood up for Nippy, I've bought from him in the past and a couple of times when there were issues I called him and it was sorted out. But the deal is, we go to his website, select stuff, pay for it, he ships the right thing in a timely manner. It's not something which should require comment, unless it's something above and beyond normal service. I went to the local butcher the other day, bought a couple of nice steaks for the barbie, paid, walked out with them - that's the way retail works. If I'd got home and found they were dog steaks with a bit of fur on them I would certainly raise a comment, but otherwise it's rather an everyday transaction.
And here's another update:
"Martin
That item is out of stock I am afraid.
Return the unwanted items to the address on the website and we will exchange by return.
Regards
NN"
No apology, for sending me the wrong thing twice, and not mention of the £9.80 I've spent correcting his mistakes. And I'm interested to hear how he'll exchange it if it's not in stock, when I need it for the weekend.
"Martin
That item is out of stock I am afraid.
Return the unwanted items to the address on the website and we will exchange by return.
Regards
NN"
No apology, for sending me the wrong thing twice, and not mention of the £9.80 I've spent correcting his mistakes. And I'm interested to hear how he'll exchange it if it's not in stock, when I need it for the weekend.
Under the distance selling regulations they are obliged to cover the return postage cost unless they state otherwise in their returns policy/terms and conditions.
If they do not have a returns policy, then they are considered liable to cover your returns cost.
If they do not have a returns policy, then they are considered liable to cover your returns cost.
Mmm that's not good. Despite my two recent good experiences maybe I will look elsewhere in future
well he delivered my correct items next day delivery before he had received the wrong ones back so all good there,
must email him back with postage cost and see if he will refund
must email him back with postage cost and see if he will refund
Order placed, let's see when it arrives, and what I receive.
Order arrived yesterday morning, all complete, and exactly what I ordered (Wunderlich helmet lock & Cymarc tinted deflector for the new bike).
A final update, and quick summary. I ordered several items from Nippy on Sat 30th July, they were despatched on the Mon 1st August and I received them on Wed 3rd August. I checked the package and all seemed right - 2 Wunderlich levers and some other bits and bobs. At the weekend, I discovered on fitting that one of the levers was incorrect. These things happen. On Mon 8th August I discovered that Nippy has no phone number and the only way to contact him is by web form/email. So a conversation that should have taken 2 minutes took a day, but in any case I knew the part was wrong so sent it back on Monday to arrive Tuesday. One Wednesday 10th August I received another lever, again the wrong one (this time clutch instead of brake) and we have another email conversation (I ask him to call me so we can resolve it quickly but he persists with email) where Nippy asks me what part number I need - I don't know because all the part number are not on his website. We finish this conversation on Thursday morning,the part I want is now not available. Nippy agrees to refund the item and postage, so I make another trip to the post office (4 miles away) and email him postage receipts. It's now Friday, and I have no refund and no lever, although I'm sure Nippy will refund promptly. This took a week to resolve, and that was only because I happen to be working at home this week, and so I can pick and respond to email, and get to the post office to post the returns the same day I receive the wrong item.
I phoned SportTouring, who answered the phone immediately and checked the correct part number with Wunderlich. They didn't have it in stock but will order it. They seemed very pleasant and efficient, and I can talk to them. They will get my business in future.
There are millions of retail transactions every day where we pay for stuff which the retailer provides us - these don't require comment. Sometimes there's an error. Of course this happens from time to time, and it's the way that this mistake is dealt with that delivers either a good or a bad experience. For me, this was a bad experience because what should have taken 5 minutes to sort out on the phone took a week - if on Monday we had determined that Nippy did not have the correct item, then fair enough - he refunds me and I have time to find it elsewhere.
Nippy, don't be so tight, your business must be big enough now to hire someone to answer a phone.
I phoned SportTouring, who answered the phone immediately and checked the correct part number with Wunderlich. They didn't have it in stock but will order it. They seemed very pleasant and efficient, and I can talk to them. They will get my business in future.
There are millions of retail transactions every day where we pay for stuff which the retailer provides us - these don't require comment. Sometimes there's an error. Of course this happens from time to time, and it's the way that this mistake is dealt with that delivers either a good or a bad experience. For me, this was a bad experience because what should have taken 5 minutes to sort out on the phone took a week - if on Monday we had determined that Nippy did not have the correct item, then fair enough - he refunds me and I have time to find it elsewhere.
Nippy, don't be so tight, your business must be big enough now to hire someone to answer a phone.
Totally agree with you on this matter. It is absolute shite that you have to try and rectify a 2 min problem with emails. It is so frustrating that is why I myself would take my business elsewhere even if the items are slightly dearer I would rather pay for the service!!!
Another update. I returned the last incorrect item to Nippy first class on the 11th, and emailed him the 2 postage receipts (total £9.90). Heard nothing. Then at the weekend, I went to fit another item from the fateful shipment - a side stand extender - and unbelievably, it's the wrong one! I posted it back (£2.37) on the 14th , and emailed Nippy with the bad news on the 15th. On the 18th I received a weird email:
"Martin
What year is your F800GS?
Is it the Adventure model?
We will make a refund for £7 for both returns – please confirm?
Regards
NN"
Since the lever was £99, the fat foot was £29, and the postage total £12.27, I'm puzzled as to where the "£7 for both items" came from. Plus I've told him 5 times what year the bike is, and that it's not an Adventure.
I've emailed again, (remember - no phone calls!) with a breakdown of the refund due. So far no refund and no response.
"Martin
What year is your F800GS?
Is it the Adventure model?
We will make a refund for £7 for both returns – please confirm?
Regards
NN"
Since the lever was £99, the fat foot was £29, and the postage total £12.27, I'm puzzled as to where the "£7 for both items" came from. Plus I've told him 5 times what year the bike is, and that it's not an Adventure.
I've emailed again, (remember - no phone calls!) with a breakdown of the refund due. So far no refund and no response.
Great stuff 
Pleased to say I've now received a refund for both the goods and postage.
Sent from my iPad using Tapatalk
Sent from my iPad using Tapatalk
So in a final twist to the tale, Nippy decided to both refund me, and send me a lever by way of compensation for the inconvenience, which is a nice gesture. It arrived today - and guess what........
its the wrong one
So, should I:
a) Return it to Nippy, then put in a claim for the postage?
b) Sell it?
c) Keep it in case I ever get another 1200GS in the future?
Votes please.
its the wrong one
So, should I:
a) Return it to Nippy, then put in a claim for the postage?
b) Sell it?
c) Keep it in case I ever get another 1200GS in the future?
Votes please.
Sell it!
But in order to keep up the crap service.
Advertise it as something different. ;0)
But in order to keep up the crap service.
Advertise it as something different. ;0)
My ten peneth...
With trepidation I placed my order last week (Optimate USB O-105, screen brace and Optiglanz exhaust cleaning fluid) and I'm pleased to report it arrived yesterday. Bearing in mind I live in the Highlands I thought this was a pretty good service, no problems with NN from me.
Andy
With trepidation I placed my order last week (Optimate USB O-105, screen brace and Optiglanz exhaust cleaning fluid) and I'm pleased to report it arrived yesterday. Bearing in mind I live in the Highlands I thought this was a pretty good service, no problems with NN from me.
Andy
Placed an order for a Rizoma side stand extender and a bottle of Optiglanz on Sunday. Arrived Wednesday 11am. No probs.
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