Buyer beware
Thread Starter
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Cruiser
Joined: Dec 2007
Posts: 149
Likes: 0
From: Calfornia
Buyer beware
Or so the saying goes, I guess in our down turned economic times, all companies are cutting back on customer service as well. I had purchase a set of tour master saddle bags last August for my bike, they seemed like a good deal & after doing some searching online I was able to find a good price.
So recently while cleaning the bike I noticed the left saddle bag inner seam was coming apart.
I contacted the manufactuer requesting some help, ie warrenty, In response after several days it seems they accidently forwarded a blanket e-mail to several other customers whom had other issues with some of their other products.
I repeatly got forward e-mails that should have been directed to other customers, After finally getting a more personal response to me they said that a generally do not deal with the customer directly & I should contact the dealer which I purchased it from, So I did & was told that after 2 months I needed to contact the OEM , So I e-mailed them back after a day or so they contacted me to say they would approve a return but I had to ship it at my cost & there was no guarentee they would warranty the product & it may take up to several weeks to detirmine a resolution, further more I should ship the product with a tracking number to ensure delivery. After carful condsideration I think I am going to try to have the bag repaired , as it is to much hassle to deal with them .
So much for quality customer service,
So recently while cleaning the bike I noticed the left saddle bag inner seam was coming apart.
I contacted the manufactuer requesting some help, ie warrenty, In response after several days it seems they accidently forwarded a blanket e-mail to several other customers whom had other issues with some of their other products.
I repeatly got forward e-mails that should have been directed to other customers, After finally getting a more personal response to me they said that a generally do not deal with the customer directly & I should contact the dealer which I purchased it from, So I did & was told that after 2 months I needed to contact the OEM , So I e-mailed them back after a day or so they contacted me to say they would approve a return but I had to ship it at my cost & there was no guarentee they would warranty the product & it may take up to several weeks to detirmine a resolution, further more I should ship the product with a tracking number to ensure delivery. After carful condsideration I think I am going to try to have the bag repaired , as it is to much hassle to deal with them .
So much for quality customer service,
Seasoned HDF Member
Joined: Mar 2009
Posts: 24,709
Likes: 9,209
From: Snow Hill, NC
Unfortunately some manufacturers try to BS their way out of getting the stuff back....I think it's standard policy for you to pay freight to them...They coud've made it a bit more friendly i suppose...Pass the buck age....
Tourer
Joined: Mar 2008
Posts: 254
Likes: 1
From: Miami County, Ohio
It sounds like the same run-around I had between Dennis Kirk and Drag Specialties. Each told me to contact the other and then again. Finally, I was told I only had a 90 day warranty on the product so it was all for not (a set of mirrors cracked after about 4 months).
Grand HDF Member
Joined: Apr 2005
Posts: 4,022
Likes: 3
From: Hudson Valley- NY
My $.02, take the bag to someone local who may do leather or luggage repair and see what it would cost to have it done locally. There are two advantages that I can see, first of all, you can keep track of the bag rather than send it back to someone who has already given you a line of BS and may never get the bag back to you and Secondly, figuring shipping back to the manufacturer, waiting God only knows how long, you may do a lot better going local.
Elite HDF Member
Joined: Dec 2008
Posts: 3,947
Likes: 1
From: Little Apple, Iowa, U.S.S.A.
Exactly what they wanted you to do. I can't say I blame you, I would do the same thing. But from their perspective; "Mission accomplished." Sucks.
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Ultimate HDF Member
Joined: Nov 2007
Posts: 6,975
Likes: 12
From: NJ
Been through this with several companies. You, the customer, must pay for shipping back to them for warranty service. They pay to have it fixed and shipped back to you. Seems like standard SOP for most.
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Thread Starter
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Cruiser
Joined: Dec 2007
Posts: 149
Likes: 0
From: Calfornia
I know that they are expecting me to do just what I am , That is not send it back only for fear of taking exceptionally long to get the product back & it may not even get fixed/replaced. Damm Shame really Got to love customer service these days 
