That is pure PR BS! Nothing to do with the clients it's more to do with the competition.
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Question of the Day: How do you normally pay for purchases in stores?
Esquire warranty is worthless
- Thread starter eegee
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Abe
Expert Member
I completely disagree. It seems to me that they want their cake and to eat it too. When the prices of drives are lower then the original purchase price, they give a replacement drive, when they are higher they give a credit for the original drive. You can't have it both ways.
FlatspinZA
Expert Member
I bought ten 15" LCD's from Esquire a good few years back - 6 of the 10 had dead pixels. They tried to throw the whole 'allowable amount of dead-pixels' act at me, but what they failed to do was specify on their branded LCD's was which class these LCD's fell under. It's fine for a 'B' class LCD to have a certain number of dead pixels. 'A' class is allowed none.
I was pretty poked in terms of financial capacity to fight them, but I did a lot of research on the Internet - it turns out that (according to international law) if a company doesn't specify anywhere on the packaging, documentation, or the product itself, which class a LCD monitor is, it automatically defaults to 'A' class i.e. no dead pixels.
They replaced my monitors, and they all arrived dead-pixel free.
Don't let them get away with it just because they can - Freecom has an agreement with them, too. Use this - it's not our fault there was a flood in Thailand!
I was pretty poked in terms of financial capacity to fight them, but I did a lot of research on the Internet - it turns out that (according to international law) if a company doesn't specify anywhere on the packaging, documentation, or the product itself, which class a LCD monitor is, it automatically defaults to 'A' class i.e. no dead pixels.
They replaced my monitors, and they all arrived dead-pixel free.
Don't let them get away with it just because they can - Freecom has an agreement with them, too. Use this - it's not our fault there was a flood in Thailand!
F
Fudzy
Guest
Esquire's silence on this is really doing the company more harm than good.
Very poor form from them IMHO.
F
Fudzy
Guest
Very poor, doesn't mean ill stop buying from them. I've had only great service. I will keep this warranty information in mind though.
ToxicBunny
Oi! Leave me out of this...
Beyond poor form, and it very definitely means I WON'T be buying from them...
marine1
Honorary Master
Perhaps he is away? I know he travels a hell of a lot.
D3x!
Banned
Esquire
Esquire representative
Park@82
You are correct the warranty is five years on Antec Power supplies , we do not make the rules regarding the warranty of any of the products we sell, these are determined by the vendors of the product.
Whatever warranty is given by vendor we honour the same , unlike like other distributors that expect you to RMA the goods for the remainder of the warranty period at your expense directly to that Vendor.
You are most welcome to find out this fact for yourself as this is a common practise which no one is aware off.
This is something we have not been in favour off as it unfair to the reseller to purchase an item on the pretext of longer warranty only to find out later that he must send the item back at his expense to the Vendor.
My product manager has informed me that it will reflected correctly on the website and Pricelist on Monday but even though it said 12 months on the Pricelist it is always 60 months on our Financial system
You are most welcome to check this fact with any of our warranty teams in any of the branches, As this is direct import of the stock file and warranty terms from the Vendor.
The pricelist and Online site is done by us and I have already taken steps to make sure that it does not happen again with any of the other products, if you find any others that are wrong please bring it to my attention
ESQ
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Thanks for clarification Esquire, much appreciated. One of your sales people wasn't aware of it, and when I queried it he did not come back to me.
BTW I was unable to find Antec PSUs on your price list for some reason and the same goes for your Aerocool PSUs
.
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Esquire
Esquire representative
You are looking at wrong price list for AeroCool and Antec products these are all on our dedicated gaming pricelist which can be downloaded from the links provided in the product spotlight page on from the links provided on the
Main Component pricelist main menu
Main Component pricelist main menu
Esquire
Esquire representative
Hello Eege
As you can see from the link below is just one of the credit notes we received from Verbatim/FreeCom to us for the drives that were sent in for warranty
http://www.esquire.co.za/specials/Scanned_Docs.jpg
It clear from the credit note that we did not get swop-outs for these items but a credit on their system for future purchases
The Credit Note system is a best practise system that has been adopted by all Vendors and distributors throughout the world and not just by us where credit notes are issued for items returned for credit.
We are not a Mass Discount store or Retailer that have a cash refund policy- we are a distributor that has adopted this best practise system from case studies from local and abroad.
When you opted to purchase from us , you agreed to follow the same rules as our 12000 resellers that purchase from us , we do not have a Two Tier warranty structure one for Resellers and one for MYBB members as we honestly do not have the infrastructure nor the man power to do both.
Our business is volume distribution of products with very low margins.
With a company that employs over 200 people and counting and branches countrywide, we must have one set of uniform rules and regulations that our staff in those branches have to follow , we cannot different set of rules for every branch, Otherwise our business model will never work. Nor are we a Moms and Pops shop that can just take out money from the till and give it back to every client that request a cash refund as we have a cash handling policy that we have to follow.
I have mentioned before on the forum that if you need a better warranty service than your best option is to deal directly with Retailers that make the margins and “Price-in” that type of service in the costing of the product , Our business and price model does not allow for that , if we want to stay competitive in this industry.
Please see Post
http://mybroadband.co.za/vb/showthr...oftware-dealer-in-Pretoria?highlight=warranty
I have mention time and time again that our warranty is determined by our vendors and not by ourselves on any of the products we sell unless it is an item we OEM with our own branding
To say that we have not honoured your warranty or it is worthless is a not true as we have credit your account and have full filled our obligation when the item become faulty by crediting and no time were you told that we will not honour the warranty to you as the full amount for that product that was purchased by you was credited.
I have mentioned on the previous thread that we are in a unusual circumstance that prices have sky rocket on Hard disk drives including external drives that took us all by surprise and yes we all (Distributors and Vendors ) have to have to plan better when the same issue arises in the future
At no time has Esquire ever not honoured a bona fide warranty claim in the 12 years we have been in business , yes we have refuted many warranty claims if items were damaged burnt or misused –Please show me any distributor in this County and abroad that will swop out an item that is damaged or misused unless, they wanted to buy the business and I can tell you that many have already changed their warranty policies to be in line with best business practise.
We have many times refuse to even give a credit or take back an item that has used or opened if the client does not like it any more or does not need the item , the reason for this is simple: we will never sell that item to another client as new once the seal of the box or packaging is broken even if it was never used.
As far as the Mud Slinging is concern we have taken note of the gripes and have done our best to address and sort out issues of the past but it is unfair that those still get thrown in our faces every time someone has an issue.
All we ask is respect our policies and if you feel that it needs to be refined nothing is "cast in stone" as we will always look at them and make them beneficial to both parties.
Please have a look at our warranty policies on the latest pricelist that has been concised and easy to understand and fair to everyone.
I have mentioned many times on the forum that you have the right to choose who you purchase from but if you prefer to purchase from us than follow the same policies as our resellers have been doing so for the last 12 years.
Regards
Mahomed Cassim
Chief Executive Officer
As you can see from the link below is just one of the credit notes we received from Verbatim/FreeCom to us for the drives that were sent in for warranty
http://www.esquire.co.za/specials/Scanned_Docs.jpg
It clear from the credit note that we did not get swop-outs for these items but a credit on their system for future purchases
The Credit Note system is a best practise system that has been adopted by all Vendors and distributors throughout the world and not just by us where credit notes are issued for items returned for credit.
We are not a Mass Discount store or Retailer that have a cash refund policy- we are a distributor that has adopted this best practise system from case studies from local and abroad.
When you opted to purchase from us , you agreed to follow the same rules as our 12000 resellers that purchase from us , we do not have a Two Tier warranty structure one for Resellers and one for MYBB members as we honestly do not have the infrastructure nor the man power to do both.
Our business is volume distribution of products with very low margins.
With a company that employs over 200 people and counting and branches countrywide, we must have one set of uniform rules and regulations that our staff in those branches have to follow , we cannot different set of rules for every branch, Otherwise our business model will never work. Nor are we a Moms and Pops shop that can just take out money from the till and give it back to every client that request a cash refund as we have a cash handling policy that we have to follow.
I have mentioned before on the forum that if you need a better warranty service than your best option is to deal directly with Retailers that make the margins and “Price-in” that type of service in the costing of the product , Our business and price model does not allow for that , if we want to stay competitive in this industry.
Please see Post
http://mybroadband.co.za/vb/showthr...oftware-dealer-in-Pretoria?highlight=warranty
I have mention time and time again that our warranty is determined by our vendors and not by ourselves on any of the products we sell unless it is an item we OEM with our own branding
To say that we have not honoured your warranty or it is worthless is a not true as we have credit your account and have full filled our obligation when the item become faulty by crediting and no time were you told that we will not honour the warranty to you as the full amount for that product that was purchased by you was credited.
I have mentioned on the previous thread that we are in a unusual circumstance that prices have sky rocket on Hard disk drives including external drives that took us all by surprise and yes we all (Distributors and Vendors ) have to have to plan better when the same issue arises in the future
At no time has Esquire ever not honoured a bona fide warranty claim in the 12 years we have been in business , yes we have refuted many warranty claims if items were damaged burnt or misused –Please show me any distributor in this County and abroad that will swop out an item that is damaged or misused unless, they wanted to buy the business and I can tell you that many have already changed their warranty policies to be in line with best business practise.
We have many times refuse to even give a credit or take back an item that has used or opened if the client does not like it any more or does not need the item , the reason for this is simple: we will never sell that item to another client as new once the seal of the box or packaging is broken even if it was never used.
As far as the Mud Slinging is concern we have taken note of the gripes and have done our best to address and sort out issues of the past but it is unfair that those still get thrown in our faces every time someone has an issue.
All we ask is respect our policies and if you feel that it needs to be refined nothing is "cast in stone" as we will always look at them and make them beneficial to both parties.
Please have a look at our warranty policies on the latest pricelist that has been concised and easy to understand and fair to everyone.
I have mentioned many times on the forum that you have the right to choose who you purchase from but if you prefer to purchase from us than follow the same policies as our resellers have been doing so for the last 12 years.
Regards
Mahomed Cassim
Chief Executive Officer
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Abe
Expert Member
I won't argue with the rest of your points. It seems to me that you still want to have it both ways. You are receiving credits from your suppliers but are swapping out with new items when the times are good (prices are lower) and giving a credit when it's the other way around. What you should be doing is being consistent. The same policy regardless. It looks to me like you have been pocketing the difference between the credit and the swap out item in the past. You would not have this uproar if you had always been crediting the original purchase price.
Esquire
Esquire representative
@ABE
Do you actually know the distribution business
No vendors in world passes credits on the original purchase price on any item that is send back to them for RMA or warranty if they do not swop out the item and this is with all International vendors
That means if I purchase a 1TB three year ago at USD$300 and the current price is USD50 we get credited for USD$50 , the same applies for all other vendors whether it be flash drives , memory and worst is VGA cards and Motherboards where we get the credit on the product not the software and packaging which is also deducted
Btw just to let you know we passed the OP the full purchase price he paid so where is the issue , the issue he had was the credit note and no cash refund which I have explained that we are not a retail store
Please check your suppliers and read their terms and conditions of sale you will find that ours is not any different , in fact many have copied our terms and conditions.
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Rudimental
Expert Member
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So what prices are you currently getting credited on returned drives, if not the original prices? The current prices? Prices immediately prior to the shortage? Something inbetween?
OK so that is why Esquire is reluctant to the right thing and honor the warranty of a drive that was clearly still under warranty as can be seen from the manufactures site. Tell me (quietly) after the refund, did you actually RMA the faulty drive and received a brand new replacement from the manufacturer to sell at the better market price? Thus eff the customer, we are going to be alright or did you just not honor your duty at all. Same with the thread of the "revised" online price after the order. Did you refund the customers R128.00 yet?
So many copied your terms and conditions? they will if they find that it's to their advantage and also believe in "stuff the client"
Esquire
Esquire representative
all you sceptics out there go read up on the terms and conditions on all the distributors in South Africa websites and on their pricelist , I just went through 5 of them right now and can tell you we have the most lenient warranty policy to date if those are the current terms and conditions on their websites.
Do not worry about others, just do the right thing and honor your warranties and fix your errors. That all we as customers and seemingly Mr Mohammed wants and expect.
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