Advice needed!

[Rob]

Sorry, this is a bit of a long one!!...

Back in November 2001 I went into a 'well known Honda Dealer' in Coulsdon and basically bought a load of new
bike gear. A Helmet, Jacket, Trousers, 2 pairs of Gloves and boots. I basically spent £1050 after a 10% discount
for buying a new bike at the same time.

The salesperson that worked there at the time was always very insistent about buying the best gear, which I did. At the time
they didn't actually have a pair of Rukka trousers my size so they ordered me a pair to come the following week.
When they did turn up, they were a slightly different style to the one I looked at but the only real difference
seemed to be that they didn't have removable thermal linings, which was fine by me. The guy there kept going on
about how with Rukka gear it has a warranty and they will repair anything for 2 years etc etc so it was worth
spending the extra money on it!

Anyway, to cut a long story short, back in August last year (2004), my trousers had become quite worn out and needed new zips so I
decided to get them repaired. I knew they were now out of warranty so I was quite happy to pay for the repairs. I
took them to the 'well known dealer' who offer a repair service. When I took them in the guy there basically had a stand up
argument with me that I had not bought them from him as he has never stocked that particular style trouser and they
were obsolete over 3 years ago. Great I thought, I was sold an old pair at the time and he certainly didn't mention
this when I was spending my cash with him.. Anyway, that point aside, I still needed the zips fixed and the trousers
re-proofed. I booked them in for that work and left still feeling pretty hacked off that I had been sold an obsolete
pair of trousers as new. Anyway, in January this year I suddenly remembered that I hadn't heard from the dealer about
my trousers, so I phoned them. The new guy there (the orginal sales guy had left for the second time!!) said that they had been marked off in the book as collected, which
I certainly hadn't collected them! He said he would look into at and get back to me. After chasing him for a couple of weeks with
phone calls, he eventually calls me back and says that there was a problem and the repairers had lost my trousers.
He said that he had managed (with great difficulty apparantly!) to get me a deal where by if I could show them the recipt
they would give me a credit note for the value of the trousers. Hang on I thought, I don't have the receipt from nearly
3 years ago.. so he said he would give me.. "err about £180 against the new replacement pair, which are £299". Hang on,
that means I would be out of pocket by over £100 just to get my trousers back! I appreciate that they may want me to
pay the cost of the repairs as a good will payment towards a new pair, but not over £100!

Where do you guys think I stand? Reckon they should replace my lost trousers free of charge or at least give me the cash
equvalent of what I paid for them.. (About £200 at the time I believe). I feel hacked off that a) they sold me old ones
in the first place and argued that they hadn't and b) they are only offering me a credit note which will only be at the
correct value if I find a 3 year old receipt and it will be £300 for an equivalent new pair.
____________________
Love is 1050cc

[Annabella]

If you are organised, then you may have bank statements dating back to your purchase - surely that would be sufficient proof of purchase?

They should replace like with like, and therefore, be prepared to offer a credit note for the equivalent trousers and not just money towards them.



Best of luck
____________________
Avast! Pirates ahoy!
I did Cadwell!
www.bikepics.com/members/bella

[NickD]

If you put them on plastic, you should have no problem getting a reprint of that months bill.
____________________
I was only doing what it said on my licence officer....
Tear along the dotted line!

[nc30 chick]

If they lose them then they should replace them. Like above, if you brought them on the plastic then contact the bank for a statement. If you paid in cash then its harder to prove, but shops like this do normally keep copies of the receipts but im not sure how far back they would go.

[stinkwheel]

You say nearly three years ago. That means not yet three years ago. This means that THEY should have the paperwork assosciated with the sale archived for VAT purposes if they bother their arse looking for it.

Sounds like their are various concerns with this case, I would contact your local 'consumer direct' number (or the equivalent, most local councils run a consumer helpline of some sort) and discuss the details with them.
____________________
“Rule one: Always stick around for one more drink. That's when things happen. That's when you find out everything you want to know.”
I did the 2010 Round Britain Rally on my 350 Bullet. 89 landmarks, 3 months, 9,500 miles.

[Rob]

Cheers for the advice. I'm glad other people are thinking the same as me!

I do have the credit card receipt, but it is for the full amount of £1050 rather than broken down into seperate bits!
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Love is 1050cc

[stinkwheel]

Oh, you don't have to accept a credit note if the fuckup is theirs. If they are in breach of contract, demand cash payment.
____________________
“Rule one: Always stick around for one more drink. That's when things happen. That's when you find out everything you want to know.”
I did the 2010 Round Britain Rally on my 350 Bullet. 89 landmarks, 3 months, 9,500 miles.

[Gazdaman]

I dealt with a woman in tesco the other day, a bit of bleech cleaner spilt onto her coat, it's barely noticable.

She has to buy the new coat and we'll reimburse her with the full cost.

They're liable for the total cost of a new pair of the same type of trousers (or near as dammit).

Just keep at it, keep complaining, talk to managers, managing directors whatever you have to do, you'll get your trousers.

They've already admitted losing them. Don't take no for an answer.

Gaz

[Funky Monk]

It's well worth sitting down and working out all the dates, of original purchase / drop off date of trousers / when you called / who you dealt with (ie. the knob who you know left and then came back to the dealership)etc.

I find when faced with this type of thing be sure of yourself and be as accurate with the dates as possible. When you've explained/had your say and let them know how unhappy you are, and if they haven't offered already, demand a new replacement item. Be firm, but DON'T SWEAR! (your in the right! )

If you have too! - let them know you've documented all this, threaten them with legal proceedings (even if never intend to take it further).

Good luck, Rob!

Stick it to the man!

[kasandrich]

Whilst I can see the argument that they should replace like with like, one point that has been overlooked, is that they are offering you £180, the cost of new ones is £299, you have had three years wear out of them, and by your own admission, they needed new zips and reproofing.

Under the circumstances, and assuming the new zips and reproofing, would cost in the order of £100? then a new pair for an extra £20 sounds like a good deal
____________________
Richard

CBR1000FM

[Rob]

The cost of the zips & reproofling was going to cost about £50. I'm quite willing to pay this amount as this is the amount I was going to have to pay to get my old trousers back. I have no argument there.

My main gripe is that instead of costing me £50 to get my trousers back it's going to cost £100-£120. That's a bit steep for zip repair and reproofing!
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Love is 1050cc

[Rob]

Just an update on this one.. I emailed the managers of the shop and the General Manager contacted me straight away and resolved the whole situation really quickly and apologetically!

She checked in the accounts and confirmed that I had purchased the trousers there and sorted out a new pair for me for the cost of the repairs that I would have had to pay on my old trousers!

to Shelly the General Manager at Doble Motorcycles! My faith in humanity and bike shops has been restored.

Now if they could only have done that in the first place.....
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Love is 1050cc

[EuropeanNC30R...]

Glad it turned out ok. Especially as I'm going there to spend my insurance payout for my leather jeans/lid tomorow. (Got the quote for replacement from there and the insurers made out the cheque to them, doh).

[Annabella]

Pleased to hear that Rob.

Now you've got some shiny new trousers
____________________
Avast! Pirates ahoy!
I did Cadwell!
www.bikepics.com/members/bella