hein gericke complaint

[Sid_The_Sloth]

Has anyone made any complaints to the Head Office that has actually made a difference?

Story is... Mid august I went into the Edinburgh branch to return my Alpinestars boots as they've burst down the back. Granted their 7 months old but still under warranty. Was given a shitty answer of "Alpinestars are on holiday so come back at the end of the month", played their naff game and went back when they advised. After a lot of arguing about "within reason"regarding the wear on them they eventually take the boots and tell me they'd be collected Monday and sent by courier, and that I'd normally have them back in a week or so.
Numerous phonecalls (by me not them) later I feel like I'm just being passed off.

So I tried calling the HQ but it doesn't even ring. I'll give them another call in a couple days but if I get no information I'll be informing them that I'll be contacting trading standards.
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2013 Honda Shadow VT750C2B Black Spirit, 1994 CBR600 f2

[Marmalade]

I had a pair of hg goretex gloves that were 8 months old, the liner was coming apart so popped into reading store with receipt and told the guy there, after checking he found they were out of stock but Southampton had some so he phoned them, told them i was coming, went there and gloves were exchanged instantly.

I presumed this was the normal hg warranty route, it might just be you have either an arse working in the store you went to or the manager is an arse and the staff follow by design.
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Nobby the Bastard: How yo tell the difference between the actual japanese and her just screaming because she's had live fish stuck up her arse? [url=https://www.nicks-shop.co.uk/bcf-goodies-15-c.aspGet BCF stickers and things here[/url] Reflective helmet stickers - Legal requirement in france - Clicky

[Sid_The_Sloth]

That might be their normal way if it is their own gear but apparently they had to send the boots back to alpinestars.
Just got off the phone with customer service, I say got off the phone but I really mean cut off. They took my complaint then put me on hold, was on hold 3 minutes then the call ended. I can no longer get an answer
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2013 Honda Shadow VT750C2B Black Spirit, 1994 CBR600 f2

[map]

I had a pair of HG gloves that the stitching had come apart on.
Less than a year old.
This was before they went bust and then rose like the phoenix.

Shop, Hull branch, refused to do anything without original receipt or credit card statement.

Excuse was that they had to be sure they were bought from HG and not too old. The manager said they might have been bought at some end of line market stall ( maybe the likes of BMF rally etc.).

I recall I was not impressed by that level of customer service. Came across as 'think of an excuse because I can't be bothered'.

Hopefully the all new shiny HG will learn from previous mistakes.
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...and the whirlwind is in the thorn trees, it's hard for thee to kick against the pricks...
Gibbs, what did Duckie look like when he was younger?

[bunglebubs]

Ive only had to use the Glasgow branch, I took a pair of A* leather trousers that I had only worn a few times and the the catch above the zip was coming away from the leather. Guy there was really helpful just handed him my reciept and got trousers back a couple of weeks later no problems at all.

Sounds like you just may have spoken to a bad sales guy that cant be arsed doing his job as its upto Alpinestars what to do about the warranty etc not him. Good luck in any case but sounds like you have to speak to Citizens advice or something, there's nothing worse than poor customer service.
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899 Panigale, K7 GSXR 750

[Seigi]

[CaNsA]

Deal direct with Alpinestars, show them pics etc etc and get them to authorise an exchange.
Visit the store you purchased the boots from and tell them it has been authorised and provide the contact details and ref number.
Walk out with a new pair.

I done the same a few years back when I had a problem with a pair of alpinestars boots and it was sorted.

[Sid_The_Sloth]

[Rogerborg]

Given the situation you're in now, I'd go ahead and put a letter before action in to HG Edinburgh now. HG corporate would be better, but you want local jurisdiction. CC them in though.

It's up to HG to sort you out, not Alpinestars. Any problems with that are their problems, not yours.

Document the whole story, make the point that it began mid August (their excuse for refusing to accept them then is, again, their problem) and they've already been given multiple opportunities to remedy it.

Boots back or full refund within (realistically) another 14 days, or off to the Sheriff Court, ultimately at their expense.

You did get a receipt for the boots, right?
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Biking is 1/20th as dangerous as horse riding.
GONE: HN125-8, LF-250B, GPz 305, GPZ 500S, Burgman 400 // RIDING: F650GS (800 twin), Royal Enfield Bullet Electra 500 AVL, Ninja 250R because racebike

[yaigi]

When I bought Daytona boots from HG the very lovely gentleman who served me explained that they had a lifetime waterproof warranty and if I ever had any trouble with them to just bring them back in, they would send to Daytona and they would replace. I would assume it is the same process with Alpinestars. Is it worth going straight to Alpinestars do you think? Skipping the middle man who apparently seem to have lost all their decent customer service folk with the closure of so many stores...
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What would you do in life, if you knew you could not fail?
Currently own - Fazer 600, 2000, Red. (But no riding as baby on board atm)

[STONEY!]

I used to work for HG and a couple of other bike stores and although its not really your problem I can tell you alpinestars are a bunch of gits to deal with.

if he said they are on holiday its probably true, they only seem to work 3 months a year, and returning stuff to them is a nightmare, they lie through there teeth constantly saying things haven't arrived even though you have tracking to prove it did, say things have been shipped and wont provide tracking etc etc

basically a pain in the arse, almost as bad as dainese!

[Sid_The_Sloth]

Roger I did get a receipt, which they took when returning the boots but I now have a returns form so I still have a reference to everything as well as my card receipt etc.

Apparently they were going to call me today which didn't happen so yet another call shall be made tomorrow. This time outlining that of they cannot get in touch with alpinestars with a suitable response then they should be responsible for me getting a new pair.
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2013 Honda Shadow VT750C2B Black Spirit, 1994 CBR600 f2

[Walloper]

[Rogerborg]

You're fine to keep phoning, but there's no reason you can't start on the road to a legal remedy as well.
____________________
Biking is 1/20th as dangerous as horse riding.
GONE: HN125-8, LF-250B, GPz 305, GPZ 500S, Burgman 400 // RIDING: F650GS (800 twin), Royal Enfield Bullet Electra 500 AVL, Ninja 250R because racebike

[Sid_The_Sloth]

I emailed Citizens Advice regarding everything, and sent an email to Hein Gericke Edinburgh to alert them to this.
And finally I got a call back from their manager. A very heated discussion about who said what etc. Ended in me calling his member of staff ignorant and saying that their communication level is awful.
Apparently he got an answer from Alpinestars earlier today saying that I will be getting a new pair. Why they can't just give me a set out the shop I don't know. But he said he'll call when the boots arrive. Gonna be interesting when I go in to get them
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2013 Honda Shadow VT750C2B Black Spirit, 1994 CBR600 f2

[Seigi]

Do update us if any fisticuffs ensues.
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2008 Honda CBR125 (sold) / Suzuki DL 650 V Strom (Current bike)
Mod 2 Passed: 03/09/2013

[Boris the spider]

Give us a shout when you do go in. Might just be in the shop for a look at the time
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Yes I'm a pig....And yes... The working public do pay my wages. Tho I contribute to your benefits you lazy c##t. You do not pay my wages. So go fcuk yourself.

[Sid_The_Sloth]

Haha, I'm wondering whether they'll give me the boots and be ignorant in the hopes I just leave. Or if they'll try to question how I thought I was given bad service etc. The manager, Jason, did not like when I called his staff ignorant haha
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2013 Honda Shadow VT750C2B Black Spirit, 1994 CBR600 f2

[Walloper]

[Rogerborg]

I hope that you get them, but all you've got is another verbal assurance which I strongly suspect is a work of fiction to get you off the phone.

I'd again urge you to send a simple letter before action now, specifying when you'll be filing a small claim case against them (14 days is reasonable). The sooner you do this, the sooner you can actually do so and get the legal ball rolling if and when their response becomes "Screw you, see you in court then."

Up to you, but they do seem to be playing you for a mug at this point.
____________________
Biking is 1/20th as dangerous as horse riding.
GONE: HN125-8, LF-250B, GPz 305, GPZ 500S, Burgman 400 // RIDING: F650GS (800 twin), Royal Enfield Bullet Electra 500 AVL, Ninja 250R because racebike

[supZ]

[Walloper]

[Rogerborg]

[Sid_The_Sloth]

[Sid_The_Sloth]