Returning faulty product overseas

[Bassmatt]

If this had happened after having it for 6 months or so I probably would have just sucked it up, but as yet I have not been supplied a properly working unit.

[Bassmatt]

I have an '09 Z1000, '06 R1 and a Sachs 1098 shock for sale at the mo if they could help in any way. $50 each + p&p

Cheers. Unfortunately it dosent appear that any other bike shocks are able to be swapped in. I think with some work an R1 shock can be made to fit but there have been questions raised over the structural integrity of it after all the machining has been done.

[Edbear]

As an importer I carry the responsibility for warranty. I could be mean and tell customers to wait until I have shipped the item back to Shorai, at my cost, and received either a repaired or replaced battery or refund, but that would be ridiculous and get the customer rightly mad.

I have had only 2 warranty issues that I still suspect were the customer's fault but for the sake of goodwill I simply replaced them. I have yet to apply to Shorai about them and have just taken it on myself. Of course Shorai are great to deal with and proactive in their approach but two batteries are not worth my time.

If anyone privately buys/imports a Shorai battery and has any trouble I won't warranty it and they will have to go back to the place they bought it from.

[FJRider]

... they will have to go back to the place they bought it from.

In the purchase of anything ... anywhere ... THAT is usually the (only) FIRST step, in the event of faulty goods.

Well done by the way. Good will goes a long way. Others would have dug their toes in ...and done nothing.

[slowpoke]

No way is he responsible for your shipping costs, it was your decision to buy from an international source when you could have bought same from a local supplier. He is responsible for supplying the product, repairs to the product or a refund.....that's it. Any postage costs are yours to incur. Nowhere does it say "shipping at your expense except where there's a problem and we'll cover the rest" it's just "shipping at your expense" end of story.

[Bassmatt]

No way is he responsible for your shipping costs, it was your decision to buy from an international source when you could have bought same from a local supplier. He is responsible for supplying the product, repairs to the product or a refund.....that's it. Any postage costs are yours to incur. Nowhere does it say "shipping at your expense except where there's a problem and we'll cover the rest" it's just "shipping at your expense" end of story.

Oh really. He's already paid the shipping costs to return it once and has offered to do so again.
How do you know the product is even available in this country?

[Edbear]

In the purchase of anything ... anywhere ... THAT is usually the (only) FIRST step, in the event of faulty goods.

Well done by the way. Good will goes a long way. Others would have dug there toes in ...and done nothing.

Thanks I look to the long term and from experience I have received far more back than anything has cost me.

[FJRider]

Thanks I look to the long term and from experience I have received far more back than anything has cost me.

Easily forgotten is the value of REPUTATION ... it out weigh's the cost of small infrequent costs ...

[DR650gary]

Sounds like the guy in the US has been reasonable and he has offered to make it right. Although it is a pain in the bum, I would send it back again and let him do what he does.

You obviously bought from him for a reason, price, reputation or product so stick with your original decision and get it back to him asap and see what eventuates.

I have managed to both buy from and sell to people in the US, from private individuals and companies, and have found the freight service to be pretty good and fast.

In all my motorcycle parts purchases over the last 5 years or so, the only arsehole I have dealt with was a NZ trader.

I ordered parts for the bike from an Auckland trader before New Year via the web, still no reply despite a followup email. I have had 1 product from the UK arrive damaged by the post, it was instantly replaced and another that seems to have been incorrectly packaged at the manufacturers so the wrong item is in the right bag, also in the process of being replaced.

The local dealer I asked here for a price for a $6.00 part, then added $5.00 freight. The $75.00 part also incurred $10 freight.

I bought elsewhere as I do not see why each individual item attracts freight. I explained that I was not in a hurry so could wait until there was a bigger order so we could all share the freight but that was not good enough.

Good luck with the shock and I am sure that it will ultimately work out.

Cheers

[scott411]

I think the retailer has been pretty awesome, i have had this experince and the other from US suppliers, I doubt he will pay your more than you paid him (you did all trades in US $$'s he did not provide the conversion,

[slowpoke]

Oh really. He's already paid the shipping costs to return it once and has offered to do so again.
How do you know the product is even available in this country?

He's paid the freight because he values customer service and satisfaction. He's also done it on good faith: how does he know you haven't sent back your leaking original for repair? He's given you an inch, don't take a mile.

Why should NZ availability affect him? If I'm in Northland sans a Ducati dealer and choose to buy a new Panigale from Wellington then have a problem with the bike I wouldn't expect the dealer to pay the freight costs to repair it. If you choose to buy a product from a remote location that's your problem not the suppliers.

I've bought many parts from overseas, both new and used, and as part of my calculations I always factor in the risk. The tyranny of distance basically makes it a one off, one way transaction as far as I'm concerned. Several of those parts have cost more to post than the original part cost, so returns have been absolutely outta the question.

There have also been many sexy parts I would love to have bought but couldn't, thanks to suppliers being mucked about by overseas buyers and refusing to do international transactions.

[Bassmatt]

[QUOTE=slowpoke;1130252439] how does he know you haven't sent back your leaking original for repair?

What? My "original", which isnt leaking,is a Kawasaki oem shock Im pretty sure he would be able to tell the difference. As already stated the new shock is BRAND NEW. What fucken planet are you on?

Why should NZ availability affect him?

Quote Originally Posted by slowpoke View Post
, it was your decision to buy from an international source when you could have bought same from a local supplier.

Explain how I could have bought it from a local supplier if its not available in NZ?
As posted previously I contacted him before purchasing specifically asking if he was happy to sell an deal with a customer in NZ. Which he was. I dont have any issue with the backup service he has been fantastic.
In the OP I was asking for opinions because I havent had this situation arise before and wasnt sure where I stood.

I am returning the shock for repair hopefully after three months I will get the product which I paid for, in good working order.
note to self: dont ever deal with motomart