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What does the team think ?

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What does the team think ?

Postby RogerS » 13 Jun 2018, 18:07

I opened up a delivery today and found the tin inside looking like this

Image

The outside of the box is untouched and so I wrote to the supplier. This is an extract from the reply

apologies if your tin is damaged I can assure we don’t send anything out if its damaged or dented they are always in perfect condition when its dispatched, anything that is not perfect we sell over our trade counter to the trade. We have been doing this long enough to know not to send damaged tins out. Parcel force like all carriers are bad, but we have to use them and we have tried them all if the package can be thrown it will be,

These are photographs of the box

Bottom

Image

Side One

Image

Side Two

Image

Side Three

Image

Side Four

Image

Inside

Image

Inside top flap

Image

So...what does the team think ?
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Re: What does the team think ?

Postby Coley » 13 Jun 2018, 18:38

Looks like it should pop back out with a gentle push

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Re: What does the team think ?

Postby Andyp » 13 Jun 2018, 18:39

If it hasn't had any affect on the contents and the seal is still good then I would forget about it. It is end grain sealer, presumably a paraffin wax derivative of some sort? Decant into jars if necessary. I have some Chestnut stuff that has been good for 10+ years.
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Re: What does the team think ?

Postby RogerS » 13 Jun 2018, 18:44

I'm more interested in whether you think the reply is an excuse or a valid reason.
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Re: What does the team think ?

Postby Rod » 13 Jun 2018, 18:49

Looking at the lack of damage to the cardboard it looks like it was inserted damaged.
Of course it could self healing cardboard

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Re: What does the team think ?

Postby TrimTheKing » 13 Jun 2018, 20:36

No way that damage happened in the box.

Did you send them the pictures of the box?
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Re: What does the team think ?

Postby timothyedoran » 13 Jun 2018, 22:28

If you are really concerned can you get a new empty can or ask them to send you one?

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Re: What does the team think ?

Postby Woodbloke » 13 Jun 2018, 22:53

TrimTheKing wrote:No way that damage happened in the box.


:text-+1: - Rob
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Re: What does the team think ?

Postby Andyp » 14 Jun 2018, 06:00

I agree but it is worth the hassle?
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Re: What does the team think ?

Postby Phil » 14 Jun 2018, 06:22

Andyp wrote:I agree but it is worth the hassle?



Yes, it is the principle of the matter.
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Re: What does the team think ?

Postby RogerS » 14 Jun 2018, 07:46

Phil wrote:
Andyp wrote:I agree but it is worth the hassle?



Yes, it is the principle of the matter.


Thank you, Phil. I totally agree with you.

I detest any company like this one who throw a load of bovine male ordure. The 'excuse' is overblown, too long and of debatable veracity. To add insult to injury, the reply then goes on to say ....

'apologies again if you are not happy, bring it to our attention when you place your next order and we will give you a discount'

This stuff is not cheap. Even a token £5 as a gesture would have been appreciated and accepted in the spirit that it was made. But blatant BS? :eusa-naughty:
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Re: What does the team think ?

Postby Robert » 14 Jun 2018, 08:00

Just as a contrast in customer service..

I bought a new pressure washer from Amazon - a Nilfisk 150 bar beast. It came with 2 nozzles - one a high power rotating blaster thing that worked fine and the other a variable power fan shape. The variable bit didn't work. It was stuck on its gentlest setting.

I phoned Amazon and explained the machine was fine but the attachment was faulty. I asked for a new nozzle or credit enough to buy another (£25). They said they can't do that but they could refund me a discount to cover the inconvenience and to buy another if i wanted to. £86 credited to my account. I even told them it was too much but got told no problem.

Of course I then dismantled the nozzle and found it had come apart inside. reassembled and it now works. Think a rotational stop is missing from it so just have to remember not to adjust it too far.
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Re: What does the team think ?

Postby RogerS » 14 Jun 2018, 08:06

Robert wrote:Just as a contrast in customer service..

....


:text-goodpost:

Rest Express will get my business from now on.
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Re: What does the team think ?

Postby Tusses » 14 Jun 2018, 09:59

doesn't DSR say the seller has to pay return post if the item is damaged ?
Get them to replace it ?
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Re: What does the team think ?

Postby RogerS » 14 Jun 2018, 13:03

Tusses wrote:doesn't DSR say the seller has to pay return post if the item is damaged ?
Get them to replace it ?


They seem to think that the Sale of Goods Act and DSR regs don't apply to them.
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Re: What does the team think ?

Postby stu » 14 Jun 2018, 15:29

Did you really complain about a dented paint can????

:text-lol: :text-lol:
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Re: What does the team think ?

Postby RogerS » 14 Jun 2018, 16:32

stu wrote:Did you really complain about a dented paint can????

:text-lol: :text-lol:


The photo doesn't actually show just how bad it is. There is nothing to stop the tin gradually collapsing a bit more every time you knock the lid back on. It is special end grain paint and so you're not going to use it up that quickly. Lots of repeat opening and closing. At nearly £50 a tin if you're happy to run the risk of not being able to close the lid properly and with a half tin left then you've got more money then me to throw away.

Besides, as Phil has said, it's the principle as much as anything else but if you don't mind being lied to by a supplier then that is a shame.
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Re: What does the team think ?

Postby RogerS » 14 Jun 2018, 16:33

RogerS wrote:
stu wrote:Did you really complain about a dented paint can????

:text-lol: :text-lol:


The photo doesn't actually show just how bad it is. There is nothing to stop the tin gradually collapsing a bit more every time you knock the lid back on. It is special end grain paint and so you're not going to use it up that quickly. Lots of repeat opening and closing. At nearly £50 a tin if you're happy to run the risk of not being able to close the lid properly and with a half tin left then you've got more money then me to throw away.

Besides, as Phil has said, it's the principle as much as anything else but if you don't mind being lied to by a supplier then that is a shame.



Capisce ?
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Re: What does the team think ?

Postby stu » 14 Jun 2018, 22:05

Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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Re: What does the team think ?

Postby Woodster » 14 Jun 2018, 22:15

Although perhaps unlikely, I do think it’s possible for the tin to have been dented in transit.

I’d ask for a new tin as it wasn’t really packaged that well in the first place. As you say it’s going to be difficult to reseal each time you use it.
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Re: What does the team think ?

Postby RogerS » 15 Jun 2018, 04:52

stu wrote:Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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As you think it's such a joke, my ideal would be for you to buy me a new tin. How's that sound ?
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Re: What does the team think ?

Postby timothyedoran » 15 Jun 2018, 05:59

I would ask for a fiver and buy an empty tin from Brewers.
RogerS wrote:
stu wrote:Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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As you think it's such a joke, my ideal would be for you to buy me a new tin. How's that sound ?


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Re: What does the team think ?

Postby RogerS » 15 Jun 2018, 06:32

timothyedoran wrote:I would ask for a fiver and buy an empty tin from Brewers.
RogerS wrote:
stu wrote:Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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As you think it's such a joke, my ideal would be for you to buy me a new tin. How's that sound ?


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:lol: :lol: You do know I live in the depths of darkest Northumberland ! My local Brewers is 60 miles away :D

Besides trying to get anything out of them is like getting blood out of a stone. They made their attitude to customer service (or rather lack of) in their initial response.
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Re: What does the team think ?

Postby stu » 15 Jun 2018, 07:39

RogerS wrote:
stu wrote:Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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As you think it's such a joke, my ideal would be for you to buy me a new tin. How's that sound ?
Obviously it sounds absurd!

Seriously, i have a genuine interest in what it is that you expect from this point on and how you feel that this could be resolved. The damage could have occurred prior to, during or after transit and its just a case of one person's word against another. The supplier has offered you a discount on a future purchase by way of a sweetener and you said that you would have accepted £5 by way of compensation. Not too far apart.

You seem upset that you think you have been lied to, and you feel thats a point of principle but your initial complaint must have been about the damage to the tin? What's the real issue?

It seems to me that carrying on pursuing some form of recompense goes way beyond any economic benefit that might be gained. .

As a manufacturer, I'm always interested to know what it is that makes people tick during the buying process and trying to eliminate situations like this one because they are the hardest to deal with. The pay off seems to be an emotional one. You talk of wasting money but you don't seem to place any value in your own time.

When you had your joinery business did you ever have a customer that you thought was being unreasonable?



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Re: What does the team think ?

Postby RogerS » 15 Jun 2018, 08:12

stu wrote:
RogerS wrote:
stu wrote:Just for fun, whats your end game here Rog? When do you say, yep I'm satisfied?



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As you think it's such a joke, my ideal would be for you to buy me a new tin. How's that sound ?
Obviously it sounds absurd!

Seriously, i have a genuine interest in what it is that you expect from this point on and how you feel that this could be resolved. The damage could have occurred prior to, during or after transit and its just a case of one person's word against another. The supplier has offered you a discount on a future purchase by way of a sweetener and you said that you would have accepted £5 by way of compensation. Not too far apart.

You seem upset that you think you have been lied to, and you feel thats a point of principle but your initial complaint must have been about the damage to the tin? What's the real issue?

It seems to me that carrying on pursuing some form of recompense goes way beyond any economic benefit that might be gained. .

As a manufacturer, I'm always interested to know what it is that makes people tick during the buying process and trying to eliminate situations like this one because they are the hardest to deal with. The pay off seems to be an emotional one. You talk of wasting money but you don't seem to place any value in your own time.

When you had your joinery business did you ever have a customer that you thought was being unreasonable?



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I would have thought that I had made myself perfectly clear already and so I'm not going to get drawn into a lengthy discussion with you over this as it's starting to border on trolling.
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