Arai Problem

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Hi guys,

I've had my Viper GT about a week, and I've noticed that already on the pull down chin flap, the stitching on the material has come apart, exposing the inner.

I bought it from Hein Gericke, and they gave me the one off of the shelf (They told me they only had had it in for a little while, I had no reason to disbelieve them)

What can I reasonably expect back from them? A new, boxed lid? A repair? A refund? I'm unsure of what to ask for when I take it back in.

They practically accused me over email of mishandling the helmet.

T

bs16 · Scooby Slapper Joined: 23 Feb 2008 Karma :

Had mine 2 months and I've just checked mine and its fine. If it was only a week old then I would want a refund/replacement.

Sale and Supply of Goods Act For the purposes of this Act, goods are of satisfactory quality if they meet the standard that a reasonable person would regard as satisfactory, taking account of any description of the goods, the price (if relevant) and all the other relevant circumstances.

Nixon · Brolly Dolly Joined: 23 Jun 2007 Karma :

take it back with the blue service card they should have given you and the receipt and show them, see what they say, they may want to send it back to phoenix but it should be covered by the 5 year warranty.

if you want to know exactly how old your helmet is then flip it upside down and look for the orange tag on the chin strap, that gives the date manufactured.

Finglonga · World Chat Champion Joined: 27 Jul 2004 Karma :

I would never have a helmet off the shelf, I have seen people drop them so many times on the floor then just lob them back on the display.

Even if its a brand new helmet I would take it back, they shouldn't split after such a short time. Was the display in the sun in the shop?
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veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

iooi · Super Spammer Joined: 14 Jan 2007 Karma :

Not really of relevence, but did they give any discount for the fact it was a off the shelf item ?
If they did then, its not so clear cut, as it could well have been, that the stiching was already going. But if you paid full shelf price then you should be asking for a replacement or refund.

I would be going back to the store and havinga word with them. Keep it polite and civil, not going in shouting the odds.
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veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Didn't get a discount mate. T

TechJinx · Spanner Monkey Joined: 16 Nov 2007 Karma :

Nixon · Brolly Dolly Joined: 23 Jun 2007 Karma :

well it is a normal thing to do, no one will buy one if they cant see or try it and why would a shop willingly be stuck with a £330 helmet on the shelf when they can sell it, think your making a bit of a mountain out of a mole hill do you go to tescos and ask to have carrots from the stock room as someone may have man handled them?
and what about dealers that return last years unsold stock to the supplier who then sell it onto another dealer?

Toby did you find out when it was manufactured?

TechJinx · Spanner Monkey Joined: 16 Nov 2007 Karma :

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

sickpup · Old Timer Joined: 21 Apr 2004 Karma :

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Just spoke to HG

They said they can't do a refund, and they'll give me a loan helmet from Phoenix, and send mine back to Phoenix to have the Chin Curtain replaced.

Not really happy with this, so I am checking with trading standards as to what my rights are.

map · Mr Calendar Joined: 14 Jun 2004 Karma :

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Here's my letter:

map · Mr Calendar Joined: 14 Jun 2004 Karma :

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Done, I'm such a pussy when it comes to my rights, not going to be walked all over again.

Don't think I'll be welcome at HG anymore though Smile

KTM Gordo · Brolly Dolly Joined: 19 Sep 2006 Karma :

The secret to successful complaining is to be polite, unemotive and constructive. If you just winge, the retailer (or whoever) doesn't necessarily know what you're complaining about so can't really help you.

Make sure you're clear about what you believe to be wrong, why you think it's wrong, and what you would like them to do to put it right.

As soon as you lose your temper, swear or threaten someone you've lost.

The exception to the threat bit is if you've exhausted all the alternatives and you feel you need to Issue a Claim in the County Court - give them a last chance (and reasonable time to respond): once it goes to court you've both lost.

HTH - and best of luck Smile

[FWIW, I would expect a replacement after such a short space of time]
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iooi · Super Spammer Joined: 14 Jan 2007 Karma :

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Well I've sent the letter, all I have to do now is wait...

This is the managers email to me when I first emailed them about the problem:

veeeffarr · Super Spammer Joined: 22 Jul 2004 Karma :

Their reply, I don't understand the bit in bold?

Dear Mr Xxx

On behalf of: (Store Manager)

Thank you for your recent communication.

In regard to your warranty claim, it is my understanding from my colleagues in our shop in (Location) that, after consultation with the UK Distributors for Arai Helmets, the issue you raised can be resolved by replacement of the chin curtain.

(Shop) reserve their right under recent Supply of Goods and Services Acts by the Supply of Goods and Services to Consumers Regulations to resolve this issue by the replacement of the existing chin curtain with a new chin curtain. This course of action has been chosen due to the "disproportionate cost" or providing an exchange, an action a retailer is legally entitled to take. This will in no way compromise the safety and/or integrity of the helmet and ensure that the helmet meets all appropritate safety requirements and be fit for purpose. If the above action does not meet this criteria an exchange will be offered.

I hope this meets with your approval and I await your decision.

Yours sincerely

Customer Services Manager.

Kickstart · The Oracle Joined: 04 Feb 2002 Karma :

Hi

Think they are just saying that they think that replacing the chin guard doesn't mean the lid is any less safe, but should this not be the case then they will will replace the lid.

All the best

Keith
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map · Mr Calendar Joined: 14 Jun 2004 Karma :

IMO you need to talk to trading standards again.

I had a situation with a mobile phone going wrong a bit back and the supplier tried quoting all sorts of legal stuff. Informed trading standards and they just said they'd got it wrong, or interpreted it wrong, so what they were saying wasn't valid.

Not saying that'll be the case here but checking will do no harm.
As said originally, one week before failure IMO does mean 'not fit for purpose' so all the talk of repair is just flannel.

Probably best contacting after the weekend.
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Type_Mo · World Chat Champion Joined: 30 Jun 2004 Karma :

sounds like HG are doing the right thing by getting it fixed. They have a sign in store saying helmets are non refundable, and thats a rule from like 99% of shops.
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Itchy · Super Spammer Joined: 07 Apr 2005 Karma :

What you people still shop at HG? , I stopped shopping there a while back and prefer OYB , however OYB is full of ex dispatch riders running it and you go in for an oil filter and end up chatting about bikes and things for hours.
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