I am having problems with a faulty helmet bought from Hein Gericke, I am posting my complaint letter and any return correspondence in the hope that head office will take my complaint seriously. The following was sent 19.11.10;
Two weeks later no one had contacted me to provide an update and I had to contact the Luton branch who advised me that nothing had been done as they hadn’t seen the receipt. This is utterly ridiculous given that I wasn’t asked for the receipt, either in person on the day or subsequently by telephone. I emailed a scanned copy. Needless to say there was no apology for the lack of service and I had to wait a further week until the helmet was ready for collection. Given the circumstances, it would have been helpful for the helmet to have been available for collection from Kenton but no, I had to return to Luton having had to take another half day’s leave.
Two weeks later and no communication from your branch, I was again forced to contact them to find out what was going on. I was advised the replacement neck roll had been delivered and had been waiting at the shop for a week but nobody had bothered to contact me and advise me of this. This truly is the epitomy of outstanding customer service and not at all what I would have expected.
The thing i found with Hein Gericke is that the shop staff including the Manager don't have any authority to make appropriate management decissions which could have nipped this in the bud and prevented this now massive issue.
It sounds like you had a perfectly good reason for a replacement product on the spot.
I work in a bike shop and we work on the phylosophy that you sort the complaint first then sort out the politics later when the customer has left.
talking from experience 9/10 times the customer ends up returning with future business.
Its not hard...
Although i have not had this kind of experience with Hein Gericke (given i have never bought anything more than a can of chain lube !!!), what you have experienced does not surprise me. The few times i have been in and asked the staff about this product and that, they appear to be totally disinterested and not very well versed in the products.
Went into the Manchester store a while back and asked about leather trousers.... tried a pair on that fit in the waist but were standard leg and way to long for my diddy proportions (leg length only mind), the '' salesman '' advised me that all would be well and all i had to do was '' tuck '' the bottom into my boots a bit more than usual !!!!!! When i pointed out that the armour did not sit on my knee, he said (in a straight tone of voice) that all i had to do was '' pull up '' the armour before i got onto the bike !!!!! OMG, if this is the kind of muppet employed then your experiences do not surprise me.
I reckon just like me HG will be bored before the end of the first paragraph..I think that the helmet has a missing popper( possibly pulled off by the OP searching for the security tag? )for the lining and a bit if loose stitching ....meanwhile the poster is clearly after compensation for travel and lost worktime??? sounds like the demands are unreasonable and way over the top...
Poor service is always annoying but sometimes the customer needs a bit of a reality check , and I am not sure how a bit if stitching coming undone can put peoples lives at risk??? sounds like a whingy letter from a whingy shopper...next tine check the product BEFORE agreeing to buy and dont scrimp by biying an ex display model...simples
When making written complaints of this nature, its best to be short and direct.
Mentioning that you are publishing the letter on websites won't raise an eyebrow, but maybe a smile.
I see no demands for expenses and time, so I'm guessing you just want to put your point across that the experience has been one long haul to just get to where you are now.
I don't think that buying ex-display goods affects your consumer rights, but you may want to read up what HG's Tand C's are on the matter. They may have a clause in which you get 85% of the value of the returned item. I dunno? look into it.
Good luck though and I wish you a speedy end to this sorry tale.
I was in HG in Manchester today, went to buy a disc lock.
Walking to the counter I noticed that the cable ties that hold the lock in its packaging had been cut and a quick squeeze of the box indicated that it had been opened previously. Basically it all crumbled with a bit of pressure,( crumble may not be the right word, fell apart may be better).
I asked the two wise monkeys behind the counter if they were resale items.
The one with his hands over his mouth said nowt.
The other one couldn't hear me as he had his hands over his ears.
I'm glad the third wise monkey wasn't around,he'd have said fuck all anyway.
So, because I was met with ignorance I walked back to the locks display. And a quick scan of the items pretty much confirmed my initial thoughts of the item being a resale. Most of the other items were in previously opened or damaged packaging.
I said " They are aren't they, they are all resale items aren't they.
Again , I was ignored , except the dumb one went "huh?"
So I slid the disc lock down the counter to him.
Waited a second or two and asked again if they were resale. I got a reply of "no , no ".
I said "No", also.
I've a feeling that they were being cagey and arrogant due to the 2 jailbaits that were sniffing round the shop.
Unfortunatly, I hate this level of service and will be reporting my experience to Trading Standards.
HG Manchester, where two wise monkeys are no good when you need three.
Ex-Display lid: FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL FAIL
aint your head worth a bit more than that fella?!!
Just had the most hideous and disgusting experience at one of the Hein Gericke shops..!!
The assistant was over bearing and insulting eventually storming off and offering no help at all.
Then after spending over £600 (desperate to go riding) the shop assistant and the manager tried to overcharge us by about £100 and in the process lied about including some free protection pads and still overcharged us anyway.
After contacting customer services ...they to have lied to me on 4 separate occasions, saying they will send me a voucher, which has never arrived.
I am in the process of seeking legal advice.
Speak up dont shutup. wrote (see)
Just had the most hideous and disgusting experience at one of the Hein Gericke shops..!!The assistant was over bearing and insulting eventually storming off and offering no help at all.Then after spending over £600 (desperate to go riding) the shop assistant and the manager tried to overcharge us by about £100 and in the process lied about including some free protection pads and still overcharged us anyway. After contacting customer services ...they to have lied to me on 4 separate occasions, saying they will send me a voucher, which has never arrived.I am in the process of seeking legal advice.
It would help if you gave us a (brief is best) synopsis of the events leading up to this statement. And, from your OP, it would appear that you parted with over £600 after already receiving appalling service. WTF? Are you mad? Why didn't you bugger off and spend your money elsewhere prior to getting your bloody money out?
98% of the time I'm right. Why worry about the other 3%.
hey found this site while seaching for HG complaints department.
first time buyer = no knowledge. Went to a HG store saked for assistance almost begrudingly given. sold an XL helmet. (and yes i did find that odd but hey maybe my head is XL)
3 days later i go to another store (not HG) for leathers chatting with the helpful man who tells me my helmet is wrong, and shows me why by getting the identical helmet and tugging it down bashing my nose - we laugh - had this been on the road not so much laughter. spend over an hour finding a good comfortable fit. i buy a helmet from him its a SMALL.
WTF. For the sake of a few quid someone puts my life in danger. C***s. i call customer services as i want to return XL helmet. They say they will contact me before the end of the day - 48 hours later no call. Great service, i feel like going to the shop and cutting his brake cables.
Your complaint is fair and I hope you stick it up HG. But here's a bit of advice - you ramble on and on and would do well to cut your complaint down to 200 words.Otherwise readers will fall asleep when reading your long piece.
This will annoy you but you should listen up.
you better hurry up they gone bust!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
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