Fair play by Hein Gericke - update

[MasterDabber]

In the previous thread I highlighted a problem with my Maxwell Goretex 2 jacket and that Hein Gericke had reacted very well and replaced it with the more expensive Master IV jacket (at no cost to me)..

As a follow on....
I had also bought the Maxwell Goretex 2 trousers and as these appeared to be OK I kept them when the jacket was exchanged.
However, this week I found that the trousers had started to go the same way as the jacket - the fabric was splitting where it met the leather kneepads on both legs.

I called the Hein Gericke store in Slough where I bought them... they agreed without any argument to replace them with Master IV
trousers (again, at no cost to me) which I picked up today.

The result is I now have a HG Master IV suit.. which is £100 more expensive than the Maxwell Gortex 2 I started off with.

Admittedly I've had the inconvenience of getting stuff changed, but Hein Gericke have acted very well in this instance.
At all times I've been polite but firm in my discussions with them and they in turn have been reasonable.

 

[Jim McSharry]

We'll look out for them at Kelso and keep well clear

 

[gazza]

Sorry to pee on the fire but personnaly not happy with HG Nottm. Boots sole started to fall to bits so I took them back. " We will see if they can be repaired " Yes but they are only a month old, shoudn't you be replacing them? "Sorry we dont do that after they are 30 days old". Now a month later I have contacted them to find out whats happening. " If you would like to come down and choose a new pair we have stopped stocking the type you had ".
" These are the replacment boots" ? "and you need to pay an additional £10 because of the increased cost of the new ones".
NO, not paying, "ok you will have to wait until we get another pair of boots at the same value as your old ones". How long will I have to wait? " No idea, could be a month or more" So still havent any boots and no idea how long it will take.

 

[Les Wassall]

I didn’t have as much joy with a Tricky that leaked, the snotty manager at Manchester, would only replace it or upgrade (three weeks old) not refund, when I up graded I was not as happy with the jacket as I thought I would be, so when I read the thred from the MD on the site I rang the Gericke sales explained the problem, no problem they refunded my money and apologised for the way I have been treated, so in the end a good result, just no jacket now.

 

[MasterDabber]

Sorry to pee on the fire but personnaly not happy with HG Nottm. Boots sole started to fall to bits so I took them back. " We will see if they can be repaired " Yes but they are only a month old, shoudn't you be replacing them? "Sorry we dont do that after they are 30 days old". Now a month later I have contacted them to find out whats happening. " If you would like to come down and choose a new pair we have stopped stocking the type you had ".
" These are the replacment boots" ? "and you need to pay an additional £10 because of the increased cost of the new ones".
NO, not paying, "ok you will have to wait until we get another pair of boots at the same value as your old ones". How long will I have to wait? " No idea, could be a month or more" So still havent any boots and no idea how long it will take.

Gazza. From what you have described... that doesn't sound like "Fair play by Hein Gericke"

One suggestion might be for you to call Customer service on 0800 165165. You will get the dreaded voice response options... and I found the Customer service option never worked, so try the new orders option.

Have a word with them... they were the ones who agreed my jacket replacement, and also the trousers (as I know the Slough store manager called them to get agreement to the upgrade).

The members of this site have buying power and retailers need to understand this.

I never had to bring this into the equation with my dealings with HG... they acted correctly off their own backs... but I would have done if I had met resistance.

The main thing is to take emotion out of the discussion... stick to the facts... be reasonable and polite... be firm... tell them what you expect (sorry, don't mean to "tell how to suck eggs" )

Good luck... Derek

 

[gazza]

Thanks for that Derek will bear it in mind and dependant upon the outcome of my next visit on Wednesday, decide what course of action to take.

 

[The Phantom Pieman]

A lot of this surely has to do with the staff at the shop. I have just taken a jacket back wheer the material began to "pill" ... a Nexus.

I was give the choice of an alternative, or money back, or the same jacket ( which wasn't an option). Worryingly I pick a Maxwell 2 .... so I will be looking at it carefully .... It is the one with the velcro pockets rather than the zips.

On my way out I asked "what happens if this goes wrong?" and was told ... it has a 5 year warrenty, any problems at all bring it back.

But that was Singen in Germany ....

 

[Invicta Moto]

Aren't even HG covered by the various bits of cinsumer legislation that entitles you to a refund or replacement should the product not match its billing and/or be "fit for purpose"..... logically a waterproof jacket that is sold as such and isn't, or a pair of boots that would be expected to come with a sole connected throughout 100% of its joint with the uppers and if if is faulty, is hardly fir for purpose. Phone Trading Standards.