View Full Version : Beware of unseen costs!
Corabar Entertainment
30-09-2007, 03:55 PM
Just something for everyone to ponder.
Recently bought some kit online from a retailer well-known and used by a lot of members of this forum. Worked fine for a short time and then 2 units of the same product failed. Contacted retailer, still under warranty (obviously).... reply "send them back at your own cost and we'll look at them".... !!!!!!!!!!!!!
Previous retalers we have dealt with have just sent us a returns slip and arranged for the product to be collected. I don't see that we should be out of pocket if the units are faulty!!
I shall be contacting the manufacturer direct to see if they will arrange to collect without charge!
Anyway, just wanted to tell members to be aware of the possible 'hidden' costs
jamesh
30-09-2007, 04:07 PM
Do we get to know who the retailer is? always handy to know their level of customer service before buying from them...
Corabar Entertainment
30-09-2007, 04:12 PM
Much as I'd like to, I'm not sure that I should.... but if anyone wants to PM me... :D
wensleydale
30-09-2007, 04:26 PM
can't see why not- your not bad mouthing them- just pointing out a flaw in their service.
Corabar Entertainment
30-09-2007, 04:27 PM
True. Let me have a little think..... I am very tempted to. I may well do so later on.
Shaun
30-09-2007, 04:28 PM
I think it's rediculous that you're going to be out of pocket. I'm pretty sure that if the goods are indeed found to be faulty then the company will have to repay you all transit costs to comply with the 'distance selling regulations'. I'll drop you a PM later as I'd be interested to know which company it is. Companies like this will never get my trade.
Shaun
30-09-2007, 04:29 PM
can't see why not- your not bad mouthing them- just pointing out a flaw in their service.
True. Let me have a little think..... I am very tempted to. I may well do so later on.
Naming them get's the thumbs up from me.
Solitaire Events Ltd
30-09-2007, 04:31 PM
Yeah, go on Ang!
Corabar Entertainment
30-09-2007, 04:32 PM
OK - it's DJ Store! (www.djstore.co.uk)
Corabar Steve
30-09-2007, 04:32 PM
I think it's rediculous that you're going to be out of pocket. I'm pretty sure that if the goods are indeed found to be faulty then the company will have to repay you all transit costs to comply with the 'distance selling regulations'. I'll drop you a PM later as I'd be interested to know which company it is. Companies like this will never get my trade.
You wouldn't be as out of pocket as us, they're a lot nearer to you :sj:
spin mobile disco
30-09-2007, 04:52 PM
I have a similar one form DJ empire in london, ordered my new DB sub from them a month ago. When it arrived it had a dent in the back amp panel about 1 inch deep the same size as a tennis ball. Rang them up they didnt believe me and I had to send a pic. So they picked it up.
New one arrived next day and looked fine. However kept cutting out. Ring them back up and they tell me I have to send it back to them at my own cost and refuse to pick it up. Told by dhl it will cost around £35 to send. Ring up place again and they tell me to take out the amp panel and just send that. So open up unit and remove the amp module, on inspection I find the problem myslef. An insect had managed to land between the heat sink and temprature sensor so basically frying the transisters due to overheat.
Ring them up and they say its my problem. Bearing in mind I have only had it for 1 week so far.
Fed up with this I ring DB direct, explained the whole problem to there guy and they are horified at the reception I have had from retailer. They imediatly ring my local DJ supplier and authorise them to replace the whole sub at there own cost. I drive down the local retailer and pick up new sub in less than 30 minutes. Still havent heard back from DJ empire, great eh.
DB fixed problem in less than 3 minutes on phone and 30 minutes till I had a new sub. Yay for DB .
DJ empire are at 1 month and still counting.
looks like i wont be going to dj empire then if there going to be like that
plus i orded my new KAM wireless mic's from dj store and everything was ok. the ariels were a bit bent but i fixed them myself instead of sending then back.
Shaun
30-09-2007, 05:05 PM
I always like to hear feedback about retailers whether it be good or bad. I've bought a lot from DJ Store in the past, luckily I've never had a problem with a faulty item from there. After hearing about their after sales service, I won't buy from them again.
i take it that posting links and talking about retailers is ok?
sorry if off topic
Vectis
30-09-2007, 05:12 PM
i take it that posting links and talking about retailers is ok?
Should be encouraged so long as posts are truthful and objective.
CRAZY K
30-09-2007, 05:29 PM
I have a similar one form DJ empire in london, ordered my new DB sub from them a month ago. When it arrived it had a dent in the back amp panel about 1 inch deep the same size as a tennis ball. Rang them up they didnt believe me and I had to send a pic. So they picked it up.
New one arrived next day and looked fine. However kept cutting out. Ring them back up and they tell me I have to send it back to them at my own cost and refuse to pick it up. Told by dhl it will cost around £35 to send. Ring up place again and they tell me to take out the amp panel and just send that. So open up unit and remove the amp module, on inspection I find the problem myslef. An insect had managed to land between the heat sink and temprature sensor so basically frying the transisters due to overheat.
Ring them up and they say its my problem. Bearing in mind I have only had it for 1 week so far.
Fed up with this I ring DB direct, explained the whole problem to there guy and they are horified at the reception I have had from retailer. They imediatly ring my local DJ supplier and authorise them to replace the whole sub at there own cost. I drive down the local retailer and pick up new sub in less than 30 minutes. Still havent heard back from DJ empire, great eh.
DB fixed problem in less than 3 minutes on phone and 30 minutes till I had a new sub. Yay for DB .
DJ empire are at 1 month and still counting.
I imagine this is because they were cheapest and cant afford to give any service--just shifting merchandise.
Who was the local supplier--is it Fabtronic?
Sadly true of most things in life---dont spose punters think of that very often when buying DJ/ Entertainment services from us :(
CRAZY K
rob1963
30-09-2007, 05:30 PM
Surely you shouldn't be out of pocket if you have to return an item which is not fit for purpose?
Corabar Entertainment
30-09-2007, 05:31 PM
My point exactly! Which is why I'll be getting on to the manufacturer! ;)
soundmaster mobile disco
30-09-2007, 06:50 PM
I had to send back a faulty light to discoworld that cost me £149 to buy.Theyre response was its up to me to arrange to get the faulty light back to them.(cost me £15 to courier it down).So there is another online dj shop that works that way.
Its called Discoworld
When i first started i bought a Source Colour Blade..
Then the 'sound activation' stopped working... which just meant that it didn't change direction or circling..
I phoned up Source instead of the online store that I bought it from... and they sent me a brand new one.. free.. and didn't want the old one back.
So great.. two lights.. both fully working really.. apart from one doesnt change the direction of rotation!
When i first started i bought a Source Colour Blade..
Then the 'sound activation' stopped working... which just meant that it didn't change direction or circling..
I phoned up Source instead of the online store that I bought it from... and they sent me a brand new one.. free.. and didn't want the old one back.
So great.. two lights.. both fully working really.. apart from one doesnt change the direction of rotation!
so all you have to do is get it fixed and your sorted. 2 lights for the price of one
nope.. it works fine really.. they are only an 'extra' effect compared to the other lights on the rig.. but i like them :p
PropellerHeadCase
30-09-2007, 08:10 PM
the ariels were a bit bent
She looks straight to me...
http://www.cartoondollemporium.com/disney/ariel6.jpg
Skins
30-09-2007, 08:17 PM
On that note about retailers..
I bought a cheapy source smoke machine from DFB in nottingham.
Used it for one hour and it died, well, it kept heating and heating and melted:eek: (it was a source zoom), so called them up a they arrange collection of the old unit from DHL and new unit arrived 2 days later.
Excellent service...
S
Corabar Entertainment
30-09-2007, 08:33 PM
It's nice to hear about GOOD service: we're all a bit guilty of letting others know when things go wrong, but not praising as often when things go right! :D
Vectis
30-09-2007, 08:35 PM
Also had a good experience with DFB.
Bought a pair of datamoons; first one died on the first night out (about 2 weeks after I bought it). Rang them, courier collected next day and dropped off a replacement.
No fuss.
me getting a free light is most likely because source were about to go out of business..
Thames Valley Discos
30-09-2007, 10:18 PM
i had a faulty item bought from Thomann, they arranged collection via dhl i think, no cost to me and got a replacement. always had top service from them.
yeh.. thomann are good..
and people always think that they make you pay.... nope!
spin mobile disco
01-10-2007, 07:11 AM
I've used DFB before and found them very good with customer service. Had a source oil wheel that had a faulty motor on arriving they just sent out a new unit. ALso had a lighting truss arrive damaged in transit they just sent out a replacement at their cost.
Shaun
01-10-2007, 09:02 AM
Terralec is another company with amazing customer service. To the extent that they've uplifted items at their cost when the mistake was mine when ordering. Their technical support via the phone is also outstanding, they've ben happy to help me even when I've explained that I nedded help on an item not bought from them, lol. Service like that is very rare in this day and age.
DJ Frankie
01-10-2007, 09:14 AM
I too can highly recommend Terralec, I purchased my CD player casing unit from them and when it arrived the back panel was snapped in half. I called them up and they got it picked up from me and sent me a replacment no messing about.
My mate order 2k worth of gear from Thomann and they said there would be a delay for some reason which was there fault. When his gear eventually arrived they gave him two extra lights for free. A great service.
Terralec is good.. although I find they are more expensive for lots of items.
Just had a flick through my catalogue from them.. and a Tomahawk.. which is a basic lighting effect is 14 pounds more expensive than most others places. (and yes the other places do come with a bulb)
rob1963
01-10-2007, 09:54 AM
Terralec is another company with amazing customer service. To the extent that they've uplifted items at their cost when the mistake was mine when ordering. Their technical support via the phone is also outstanding, they've ben happy to help me even when I've explained that I nedded help on an item not bought from them, lol. Service like that is very rare in this day and age.
I completely agree.
I've used them loads of times, and so have my colleagues, and I've never heard anything but praise for their prices and service.
I usually visit their showroom once a year to see the lights in their demo room, and again they are always very friendly & helpful.
Shaun
01-10-2007, 10:08 AM
Terralec is good.. although I find they are more expensive for lots of items.
Just had a flick through my catalogue from them.. and a Tomahawk.. which is a basic lighting effect is 14 pounds more expensive than most others places. (and yes the other places do come with a bulb)
I'll gladly pay more for excellent service.
Well yes.. I do aswell.. and still use them quite a lot.. especially when buying in bulk.
The main features to me are their extensive product range and the fact they publish a catalogue.. even if I am not thinking of buying from them.. I always have a look through for ideas.
Twinspin
01-10-2007, 10:28 AM
Although i do use dfb for equipment. I have had to send stuff back at my own cost.
When one of my Brand New Abstract Extreme DJ XP2 Scanners developed a fault. I didnt get anything back for sending the equipment.
rob1963
01-10-2007, 10:33 AM
I've also used DFB a number of times. Again, good service & great prices.
The thing I really like about them is that on the few occasions when I've ordered something which was out of stock, they've phoned me up to offer an alternative more expensive model (often £50 more) but at the same price!
Excellent stuff!
DJ Frankie
01-10-2007, 11:01 AM
Who's DFB?
Here http://www.soundlightuk.com/ :)
Jiggles
01-10-2007, 06:16 PM
I used the dj store to get my mics and they were out of stock!! There website said they were in stock, 4 phone calls later and 4 weeks! finaly got them!
Arnold_disco
01-10-2007, 06:27 PM
On that note about retailers..
I bought a cheapy source smoke machine from DFB in nottingham.
Used it for one hour and it died, well, it kept heating and heating and melted:eek: (it was a source zoom), so called them up a they arrange collection of the old unit from DHL and new unit arrived 2 days later.
Excellent service...
S
Yes dfb are good. Its easy for me if something from there dies as i live near them.
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