Esquire warranty is worthless

[Gnome]

We understand your frustration and have been discussing this with Vendors to no avail , Even Hard disks drives that we purchased locally ( when we run out of stocks) from the well –known distributors are doing the exact same thing i.e. passing us credits instead of swopping out

Far as I'm concerned that is grounds for a lawsuit. Especially in SA.

But thanks for clarifying:
Esquire - "Your warranty is worth nothing" is the official reply.

 

[killadoob]

Far as I'm concerned that is grounds for a lawsuit. Especially in SA.

But thanks for clarifying:
Esquire - "Your warranty is worth nothing" is the official reply.

You are being very unfair in my opinion. they gave you a credit without issue meaning the warranty is worth something or would they have paid you anything? You got what you paid for it, so what have you lost? Sure you need to put in a couple more rand to get a new one but you are acting like they have written off the warranty entirely.

I know i used to get credits often which was awesome because sometimes a faulty object can cost more money and if they have no stock you can use that credit for something better. Sometimes you win, sometimes you lose.

 

[nakedpeanut]

Oh wow, this is really disappointing esquire! I'm with Gnome on this.
If you are supplying drives that carry a 3 year manufactures warranty, you should either provide the client with a replacement part then sort it our with your supplier/manufacturer or facilitate the sending of the drive to the supplier/manufacturer and make sure the replacement gets to your client.

Frankly this is BS. I'll definitely make sure to avoid, referring friends and buying from you guys until you sort out this warranty.

I bet if OP had bought from a place like prophecy or wootware they would have sorted you out in no time! Clients always come first.

 

[kayvee]

As a matter of interest, what are all the other distributors doing since the floods, is everyone crediting then?

 

[PostmanPot]

As a matter of interest, what are all the other distributors doing since the floods, is everyone crediting then?

About 2 months ago I successfully swapped a 500GB Seagate at Frontosa. Purchase price 8 months ago was around R350, when it got swapped it was around R900. No issues. Maybe they've changed since then.

 

[Gnome]

You are being very unfair in my opinion.

That is your opinion. I am not involved here personally. I am good friends with Eegee and see this as unacceptable (could have been me). However I will say the following: I'll talk to him tomorrow, but he doesn't buy there often, what should he do with the credit note?

Are they even a registered credit provider or financial services provider? What kind of interest are we getting our the money they have?

I don't ever accept credit notes. Don't matter how often I buy there. Unless they are willing to pay me 6% interest which is what I receive from Capitec bank.

SARS took R100 000 from me a while back (incorrectly) and held on to it for a few month, right before it went to court they paid back with 6% interest. No one is exempt from paying what they owe.

Now I'll let Eegee decide but this is unacceptable IMHO.

 

[Lounger]

@ eegee

Thank you for the comments and the post

I am sure you know that we are in a totally unique situation at the moment with hard disk drives due to the flooding where pricing has sky rocketed, this is also with External Hard discs drives and shortly with memory modules that are on an upward trend.

Not only with us but every distributor in South Africa and even the Overseas Vendors are passing credits for RMA drives and not replacing them( you are most welcome to check this fact)

We understand your frustration and have been discussing this with Vendors to no avail , Even Hard disks drives that we purchased locally ( when we run out of stocks) from the well –known distributors are doing the exact same thing i.e. passing us credits instead of swopping out

You are most welcome to visit our offices as we always have an open door policy and will show you that FreeCom, Seagate , WD and even the local distributors are passing credits at the moment , No one is swopping out drives that were purchased before the flooding and price increases

We honestly also feel that this is unfair but cannot find a solution , I am sure once the pricing adjust back to normal , (which you can see is currently happening )the situation will go back to normal swop out process ,

At the Moment no one is swopping everyone is passing credits for drives that purchased before the floods and price increases

As far as the Apple IPads is concerns we never ever said that FNB is selling Grey , we merely stated that ours is not a grey import as ours also comes with a local warranty as well.

Regards
ESQ

I think you missed the point someone just made that if a returned HDD is guaranteed, Esquire gets the new one from source, and the poor sod of a customer gets the old price.

Can you also comment on the requirement to have all packaging, since the CPA Registrar has explicitly said the packaging is NOT required on returned items. Obviously it should be packed well to return it etc.

 

[killadoob]

About 2 months ago I successfully swapped a 500GB Seagate at Frontosa. Purchase price 8 months ago was around R350, when it got swapped it was around R900. No issues. Maybe they've changed since then.

I will phone them and rectron tomorrow and see it's an issue just to clear things up. I know a marketing manager at corex will check with him tonight as well when he comes and jams bf 3 with us. I am sure he will know.

 

[Sinbad]

The CPA said this was nothing short of illegal.

If you are a reseller and your customer has thrown away the packaging, how are you supposed to meet your obligations under CPA if your supplier won't?

I foresee this policy causing major headaches for esquire's resellers and based on this I wouldn't become an esquire reseller.

 

[Mars]

Honestly Mr Mahomed, it looks like you are protecting your bottom line by screwing over your customer instead of looking after their best interest.

The drive should be replaced under warranty, and if you dont want to do that then you should do a CASH credit at the current price so that the customer can go elsewhere.

 

[mike156]

I swapped out a 500gb internal at rectron last week with no hassles.

Sent from my GT-I9000

 

[eegee]

• No credits will be issued if items are available in stock. Items may at times be brought in from another Esquire branch.
• No credits or exchanges will be allowed on all purchases, unless the item is tested faulty and there is no stock available. (This includes compatibility issues)

Come on Esquire, follow your own rules

Thanks for pointing out those terms and conditions. Apparently rules are meaningless when said rules no longer profit the rule-maker.

@ eegee
Not only with us but every distributor in South Africa and even the Overseas Vendors are passing credits for RMA drives and not replacing them( you are most welcome to check this fact)

We understand your frustration and have been discussing this with Vendors to no avail , Even Hard disks drives that we purchased locally ( when we run out of stocks) from the well –known distributors are doing the exact same thing i.e. passing us credits instead of swopping out

You are most welcome to visit our offices as we always have an open door policy and will show you that FreeCom, Seagate , WD and even the local distributors are passing credits at the moment , No one is swopping out drives that were purchased before the flooding and price increases
…
At the Moment no one is swopping everyone is passing credits for drives that purchased before the floods and price increases

I am not sure how the way other companies handle their business may affect me. I was hoping for an apology, but I will have to settle for excuses over the phone and on this forum. It appears that my hands are tied in any decision making. I cannot do anything but get credit on my account.

We understand your frustration and have been discussing this with Vendors to no avail , Even Hard disks drives that we purchased locally ( when we run out of stocks) from the well –known distributors are doing the exact same thing i.e. passing us credits instead of swopping out

I hope you also understand that I no can longer admire Esquire like before nor do I find the level of personal service to the customer acceptable. I regret that that is a failure on both on your vision and mission.

I bet if OP had bought from a place like prophecy or wootware they would have sorted you out in no time! Clients always come first.

Now it looks like money comes first. Appearing helpful until they have your money and after that nada. If something goes wrong, they will still keep your money and expect you to buy from them again.

What should he do with the credit note?

Are they even a registered credit provider or financial services provider? What kind of interest are we getting our the money they have?

Exactly, if I feel that they have been wronged, should I be bound by a credit note so that I am forced to buy again from them?

 

[AfricanTech]

Actually, he's not spouting b/s (no comment on credit vs cash back) - I recently had a portable 500GB WD drive die while within warranty period - supplier (not Esq) would not swap out - they gave me my money back or equivalent cash discount on a new drive (and believe me, I b!tched about it big time)

 

[D3x!]

Actually, he's not spouting b/s (no comment on credit vs cash back) - I recently had a portable 500GB WD drive die while within warranty period - supplier (not Esq) would not swap out - they gave me my money back or equivalent cash discount on a new drive (and believe me, I b!tched about it big time)

Company?

 

[Ratwiz]

We recently had to RMA a faulty 2TB Samsung HDD and a Western Digital Caviar Black 1TB. It was clear for us to see that both distributors weren't exactly 'happy' with the situation (ie: taking a loss due to the post-flood price increases), but after clearly explaining what the warranty entails (ie: that the customer should never end-up in a worse-off position than what they were before the warranty claim), we were able to get both drives replaced with new sealed units. Neither supplier wanted to give us a new replacement, right off the bat, either.

Esquire, you should hold yourselves to higher standards than your competitors. It's not enough to simply say that your competitors aren't doing the warranty swop-outs (it may take some convincing, but they will), therefore you don't do them either. It's definitely not nice taking a hit on the HDDs, but that's what's right for the customer. Your liability to serve the warranty is incurred at the time of the sale. The customer shouldn't be punished due to variations in the market.

 

[kilobits]

Eish

So much for the "Be the change"...

Pfffft. Fail Esquire.

 

[Billy]

Why should end users take a hit because manufacturers build factories in floodplains?

 

[xrapidx]

At the very least you should be given cash back, not a store credit.

 

[Heisenborg]

So just because there was a flood the warranty falls away and they blame each other, and the consumer ends up screwed!?!?!

WTF is wrong with Esquire that they think people will just say ok thats fine, and let it go? I would not let this one slide personally

 

[Ancalagon]

Surely the CPA gives you the right to choose which alternative you want? Ie, if you want a refund or replacement?