ESQUIRE: Poor warranty policies and service.

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Vercogen

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I bought a R. A. T. 9 mouse from Esquire in March. After 2 months one of the buttons stopped working and then after a while a second button. Took it back to Esquire, asked for a swap out, but they only wanted to do a repair. I was fine with it, but yesterday the one button again stopped working, took it back this morning and because this is the second time, I asked if I could rather get a swap out or store credit as according to the CPA.

Again they just refused, stating that their policy only allow for swap out in 7 days or less. I showed them the CPA and Mark(manager) told me that they don't care for the CPA and that they have their own policies. My other problem is that I live in Standerton and have to drive to Midrand to take it back and to pick it up, luckily because of work I go to Midrand every second month.

Thus rather pay a little more and avoid this headache.

Your right to implied warranty of quality
In any transaction or agreement pertaining to the supply of goods to consumers, it is an implied provision that the producer or importer, distributor and retailer each warrant that the goods comply with the requirements and standards of being safe, of good quality and durable.
Consumers are permitted to return goods to suppliers, without penalty and at the suppliers’ risk and expense, within a period of six (6) months after delivery of such goods, if the goods are of inferior quality, unsafe or defective.
Suppliers are obliged to refund, repair or replace the failed, unsafe and defective goods.

Right to Fair Value, Good Quality and Safety continued
Suppliers are obliged to replace goods or refund the consumer the price paid for the goods within a period of three (3) months after repairs have been done, if the repaired goods are found to be defective, have failed or are considered unsafe.

Your right to a warranty on repaired goods
Suppliers are obliged to warrant every new or reconditioned part installed during any repair or maintenance work, and the labour required to install it, for a period of three (3) months after the date of installation or a longer period, as the supplier may specify in writing.
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Vercogen said:
I bought a R. A. T. 9 mouse from Esquire in March. After 2 months one of the buttons stopped working and then after a while a second button. Took it back to Esquire, asked for a swap out, but they only wanted to do a repair. I was fine with it, but yesterday the one button again stopped working, took it back this morning and because this is the second time, I asked if I could rather get a swap out or store credit as according to the CPA.

Again they just refused, stating that their policy only allow for swap out in 7 days or less. I showed them the CPA and Mark(manager) told me that they don't care for the CPA and that they have their own policies. My other problem is that I live in Standerton and have to drive to Midrand to take it back and to pick it up, luckily because of work I go to Midrand every second month.

Thus rather pay a little more and avoid this headache.
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Very poor on Esquires part IMO.
 
Reaper84 said:
They dont care for the CPA :wtf:

haha
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I wanted to take a graphics card that have a 2 year guarantee back last week, the card was purchased in June 2011 and still have a extra year guarantee.

The Cape Town Operations Manager refused to swap the card out saying that they only have a 1 year guarantee, unfortunately for him I have the owner of Esquires number and after asking him what his boss will say to this he quickly changed his tune and agreed to swap it out.

I know for a fact that because of this underhanded tactics I will never purchase anything again from esquire.

BTW the other suppliers is usually the same price they were just convenient for me but I will drive out to corex or Frontosa rather than deal with this shady company.
 
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Reaper84 said:
They dont care for the CPA :wtf:

haha
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I thought they got around the CPA because they are in essence a distributor, and us myBB members aren't purely consumers to them...

Lets wait and see what Esquire has to say about this though. I would like to know too, I have some stuff from them too!! :o
 
scotty777 said:
I thought they got around the CPA because they are in essence a distributor, and us myBB members aren't purely consumers to them...

Lets wait and see what Esquire has to say about this though. I would like to know too, I have some stuff from them too!! :o
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AFAIK -- the CPA applies to distributors aswell in that the reseller purchasing is infact a "consumer" as such
 
Similar experience about a year back, they would repair & not replace.
Repair lasted 2 weeks, I rather refunded client than go thru that process again.
Only get odds & ends from Esquire now, rather use Rectron / Mecer / Pinnacle, less hassles.
 
scotty777 said:
I thought they got around the CPA because they are in essence a distributor, and us myBB members aren't purely consumers to them...

Lets wait and see what Esquire has to say about this though. I would like to know too, I have some stuff from them too!! :o
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Thats the impression I had too. TBH I have never had an issue with Durban Esquire, their Tech / returns guy always assists me and come through.... I understand thet they are a distributer and not a retailer. So if I have to wait a while for a return so be it... prices are great on a lot of items...
 
It no sense starting a mudslinging match again

We are not the importers of the RAT mice only a supplier like the rest of the companies that sell them And have to follow the policies of the importer of the product.

If the item was bought within 7 days and failed it would be swopped out
immediately but if you already had use of the item for six months and it needs to be send to the importer , Who will in turn make that decision to either repair or swop out the unit , Like any other re-seller of products we also have to follow policies and procedures of importers of products
You brought the item at 11am and it will sent in tomorrow morning as our drivers are already out for the day , that is why we normally ask for 5-7 days working days but it could be sooner- If you are in Standerton we can arrange that the item is posted to you once it back from the supplier
 
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Esquire said:
It no sense starting a mudslinging match again

We are not the importers of the RAT mice only a supplier like the rest of the companies that sell them And have to follow the policies of the importer of the product.

If the item was bought within 7 days and failed it would be swopped out immediately but if you had use of the item for six months or longer and it fails them we need to send it to importer , Who will in turn make that decision to either repair or swop out the unit , Like any other re-seller of products we also have to follow policies and procedures of importers of that product
You brought the item at 11am and it will sent in tomorrow morning as our drivers are already out for the day , that is why we normally ask for 5-7 days working days but it could be sooner
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Agreed, I did try and explain it but better coming from your mouth. :D

PostmanPot said:
How so? Because they won't credit you immediately? You clearly don't understand how suppliers work, there are RMA processes to follow based on the manufacturer and/or their warranty-handling agents. That's where the decision ultimately lies.
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Esquire said:
It no sense starting a mudslinging match again

We are not the importers of the RAT mice only a supplier like the rest of the companies that sell them And have to follow the policies of the importer of the product.

If the item was bought within 7 days and failed it would be swopped out
immediately but if you already had use of the item for six months and it needs to be send to the importer , Who will in turn make that decision to either repair or swop out the unit , Like any other re-seller of products we also have to follow policies and procedures of importers of products
You brought the item at 11am and it will sent in tomorrow morning as our drivers are already out for the day , that is why we normally ask for 5-7 days working days but it could be sooner- If you are in Standerton we can arrange that the item is posted to you once it back from the supplier
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Please clarify if you follow CPA or not??
As it sounds like the importer policies override the CPA!!
 
Esquire said:
It no sense starting a mudslinging match again

We are not the importers of the RAT mice only a supplier like the rest of the companies that sell them And have to follow the policies of the importer of the product.

If the item was bought within 7 days and failed it would be swopped out immediately but if you had use of the item for six months or longer and it fails them we need to send it to importer , Who will in turn make that decision to either repair or swop out the unit , Like any other re-seller of products we also have to follow policies and procedures of importers of that product
You brought the item at 11am and it will sent in tomorrow morning as our drivers are already out for the day , that is why we normally ask for 5-7 days working days but it could be sooner
Click to expand...

The item is less than 6 months old, and that is why I mentioned the CPA and my experience with other companies is that they will be swop it out or give credit, especially because this is the second time this unit is in for repairs, because that is good service.
 
To be fair, this is how even the retailers work - I returned an item to Computer Mania which failed after 10 months (1 Year Warranty) - I have to wait two weeks (minimum according to the store guy) while the supplier has a look.
 
I agree with you that the items should be swopped but I cannot make that call it should be the importer we spend over R 400k with them per month and I am sure if Marc insist it will be swopped out, let him do his job and get it done, I have already spoken to him to make sure it happens,
 
AfricanTech said:
To be fair, this is how even the retailers work - I returned an item to Computer Mania which failed after 10 months (1 Year Warranty) - I have to wait two weeks (minimum according to the store guy) while the supplier has a look.
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True, but again, I don't mind waiting. I just don't want it repaired again, but rather swopped out
 
AfricanTech said:
To be fair, this is how even the retailers work - I returned an item to Computer Mania which failed after 10 months (1 Year Warranty) - I have to wait two weeks (minimum according to the store guy) while the supplier has a look.
Click to expand...

2 weeks is pushing it to the limit 5-7 days is reasonable time frame , normally we swop out within 2- 3 days as we a dedicated team and driver (Midrand) that does warranty swap outs
 
Esquire said:
I agree with you that the items should be swopped but I cannot make that call it should be the importer we spend over R 400k with them per month and I am sure if Marc insist it will be swopped out, let him do his job and get it done, I have already spoken to him to make sure it happens,
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Thanks, I appreciate the feedback and help.
 
This whole thread smells of a R.A.T.T.

/me goes & hides
 
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