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Abus helmets appalling aftersales

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  • 03-10-2014 5:46pm
    #1
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭


    I purchased an Abus Adura helmet with integrated LED rear lamp. A few months later had the battery replaced. The lamp popped out on a spin. I contacted my LBS where I purchased it and was told that the part was unavailable and that the helmet would have to be replaced.

    One would have thought that this would be a replaceable part considering the nature that it could pop out or get damaged and also with the amount of different helmets that are fitted with them.

    Their customer service is non existent.

    Anyone else have a similar experience?


Comments

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    #2
    Wishbone Ash
    Registered Users Posts: 24,952 ✭✭✭✭Wishbone Ash


    Rotunda Shill wrote: »
    ... the part was unavailable and that the helmet would have to be replaced..

    Their customer service is non existent. ..
    Were they willing to replace at no cost to you?

    If so, I'd call that good customer service.


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    #3
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    Wishbone Ash wrote: »
    Were they willing to replace at no cost to you?

    If so, I'd call that good customer service.

    Did I mention at no cost?


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    #4
    magicbastarder
    Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 48,303 CMod ✭✭✭✭magicbastarder


    you didn't specify, which is what i assume led to WA's question.


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    #5
    Eamonnator
    Registered Users Posts: 6,561 ✭✭✭Eamonnator


    Your contract was with the bike shop, not the manufacturer.
    Demand one of the following at shop's discretion:
    1) Repair.
    2) Replacement.
    3) Refund.

    As 1 and 2 appear to be non-runners, demand your money back.


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    #6
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    Ill know within a few days

    Contacted overseas headquarters in that department.


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    #7
    magicbastarder
    Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 48,303 CMod ✭✭✭✭magicbastarder


    Eamonnator wrote: »
    Demand one of the following at shop's discretion:
    1) Repair.
    2) Replacement.
    3) Refund.
    at shop's discretion is not necessarily what you're entitled to - as far as i know, the law is vague on this, but your discretion can come into it.


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    #8
    Carawaystick
    Registered Users Posts: 8,779 ✭✭✭Carawaystick


    magicbastarder wrote: »
    at shop's discretion is not necessarily what you're entitled to - as far as i know, the law is vague on this, but your discretion can come into it.
    the op states the lbs said the helmet would have to be replaced, so the lbs should replace the helmet


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    #9
    rollingscone
    Registered Users Posts: 3,477 ✭✭✭rollingscone


    magicbastarder wrote: »
    at shop's discretion is not necessarily what you're entitled to - as far as i know, the law is vague on this, but your discretion can come into it.

    The shop has no discretion in the case of faulty or not fit for purpose goods under SOGASOSA.


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    #10
    magicbastarder
    Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 48,303 CMod ✭✭✭✭magicbastarder


    rollingscone wrote: »
    The shop has no discretion in the case of faulty or not fit for purpose goods under SOGASOSA.
    that had been my understanding, but this is from the citizen's information site:
    "It is important to note that there are no hard and fast rules as to which remedy you should be entitled to. When seeking redress for problems with goods or services the circumstances of each individual case must be taken into account."
    http://www.citizensinformation.ie/en/consumer_affairs/consumer_protection/consumer_rights/consumers_and_the_law_in_ireland.html


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    #11
    sconhome
    Registered Users Posts: 5,468 ✭✭✭sconhome


    rollingscone wrote: »
    The shop has no discretion in the case of faulty or not fit for purpose goods under SOGASOSA.

    They can repair or replace as a first port of call. Depending on the repairability of the product or the manufacturer to retailer conditions of warranty replacement is usually the solution that the retailer will offer.

    As the consumer generally desires the product which they purchased in the first place refunds might not come into the equation until there has been an issue with the repaired / replacement product or a long protracted frustrating period of dealing with the issues.


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    #12
    sconhome
    Registered Users Posts: 5,468 ✭✭✭sconhome


    Rotunda Shill wrote: »
    I purchased an Abus Adura helmet with integrated LED rear lamp. A few months later had the battery replaced. The lamp popped out on a spin. I contacted my LBS where I purchased it and was told that the part was unavailable and that the helmet would have to be replaced.

    One would have thought that this would be a replaceable part considering the nature that it could pop out or get damaged and also with the amount of different helmets that are fitted with them.

    Their customer service is non existent.

    Anyone else have a similar experience?

    Not sure what's missing.

    Are the shop saying you have to replace the helmet from your own pocket? How many months is a 'few' months and how long since you bought it?
    Is the helmet still in warranty period?

    If in warranty it should be a straight replacement.

    If it's an issue that had sat for a while eg bought the lid last year, battery used up over spring and light falls loose through MTBing or something that is considered reasonable wear and tear, there may be nothing for it other than move onto a different helmet.


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    #13
    stecleary
    Registered Users Posts: 1,114 ✭✭✭stecleary


    who replaced the battery, you or the shop?


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    #14
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    stecleary wrote: »
    who replaced the battery, you or the shop?

    I replaced the battery and the helmet was out of warranty. My point was the smart remark from the Abus agent that the helmet would have to be replaced as the part is unavailable as a replacement part.


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    #15
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    stecleary wrote: »
    who replaced the battery, you or the shop?

    I replaced the battery and the helmet was out of warranty. My point was the smart remark from the Abus agent that the helmet would have to be replaced as the part is unavailable as a replacement part.

    For something like this considering the range of helmets that contain this feature one would expect the part to be available.


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    #16
    magicbastarder
    Moderators, Category Moderators, Arts Moderators, Sports Moderators Posts: 48,303 CMod ✭✭✭✭magicbastarder


    when you mention it was a smart remark, you mean it was delivered sarcastically, or simply that you were unhappy with the answer?


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    #17
    victorcarrera
    Registered Users Posts: 1,059 ✭✭✭victorcarrera


    I agree that it is poor service from the shop, but I wouldn't waste my time when I know I can get a flashing led on ebay for 3 Euro and stick it on the back of my helmet or bike.


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    #18
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    magicbastarder wrote: »
    when you mention it was a smart remark, you mean it was delivered sarcastically, or simply that you were unhappy with the answer?

    Both.

    When one compares this to a company like Sram that supplies every single minute itemized part from their current range.

    victorcarrera wrote: »
    I agree that it is poor service from the shop, but I wouldn't waste my time when I know I can get a flashing led on ebay for 3 Euro and stick it on the back of my helmet or bike.

    Its not the point, if a company carrys a current range of products they should at least back them up with parts particularly if it is contains components that can get damaged or misplaced.

    Ill know during the week


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    #19
    stecleary
    Registered Users Posts: 1,114 ✭✭✭stecleary


    Rotunda Shill wrote: »
    I replaced the battery

    The reason I added is people are suggesting the shop should be replacing it at their cosy. Not a hope. You were responsible for fitting it and it could be the reason it has come off. I agree the shop/manufacturer should be able to source the part but only at your expense


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    #20
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    stecleary wrote: »
    The reason I added is people are suggesting the shop should be replacing it at their cosy. Not a hope. You were responsible for fitting it and it could be the reason it has come off. I agree the shop/manufacturer should be able to source the part but only at your expense

    I have no problem paying for it.

    (As long as it is not going to be 1/2 the price of the helmet)


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    #21
    endacl
    Registered Users Posts: 22,231 ✭✭✭✭endacl


    On the contrary, I found Abus service to be above and beyond.

    Partner's bike was stolen, with the frame holder for her Bordo Granit x plus attached. She still had the lock. (I trust ye can spot the obvious issue here....). I went looking in the Abus website to see if a replacement was available, but it's not an item they sell separately. I dropped them a quick email asking if they would sell one, and go a reply within an hour asking for my address. A free holder arrived within a week.

    Don't bother with the shop, OP. Get in touch with Abus directly and explain the problem.


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  • Options
    #22
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    endacl wrote: »
    On the contrary, I found Abus service to be above and beyond.

    Partner's bike was stolen, with the frame holder for her Bordo Granit x plus attached. She still had the lock. (I trust ye can spot the obvious issue here....). I went looking in the Abus website to see if a replacement was available, but it's not an item they sell separately. I dropped them a quick email asking if they would sell one, and go a reply within an hour asking for my address. A free holder arrived within a week.

    Don't bother with the shop, OP. Get in touch with Abus directly and explain the problem.

    I have done and waiting for a reply.


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    #23
    el tel
    Registered Users Posts: 2,991 ✭✭✭el tel


    Rotunda Shill wrote: »
    I replaced the battery and the helmet was out of warranty. My point was the smart remark from the Abus agent that the helmet would have to be replaced as the part is unavailable as a replacement part.

    For something like this considering the range of helmets that contain this feature one would expect the part to be available.


    Out of warranty, well that's your bad luck.

    As for the non-availability of (out of warranty) parts that you consider to be replacable, I don't see how that's "appaling" or "non existant" aftersales service.


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    #24
    Rotunda Shill
    Banned (with Prison Access) Posts: 212 ✭✭Rotunda Shill


    el tel wrote: »
    Out of warranty, well that's your bad luck.

    As for the non-availability of (out of warranty) parts that you consider to be replacable, I don't see how that's "appaling" or "non existant" aftersales service.

    Answer to that is one would expect some kind of a back up service with their product. Other companies such as Sram, Kryptonite or Cat Eye that have and excellent back up as I have experienced in the past.


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