That's absolutely correct. Be in Sales if you are ready to deal with any type of customer. Those are the ones paying your bills. Easy. Lack of competition and representing a highly demanded brand may help temporarily but in the end only good customer service will determine how successful a business is.

Plummet said..

loftywinds2 said..
I have to vent here, as I saw something pretty stupid but seems to be common as it's the third time I've seen it now.

Kooks - if you buy gear new from a shop and things don't work (leaks, workmanship, etc) please don't run into a shop with an attitude expecting the shop owner to drop everything and give you 100% satisfaction - or else!

Yeah I know you've forked out big $$ for it all, but that does not give you the right to think a shop would or should treat you like royalty.

One kook broke his foot strap out on a session in front of a kite shop owner that he bought the board from, and came back frothing shoving the board into this guys hands like as if it was an unwanted baby or something. He expected the entire board to be swapped over with a new one.

Ahhhh - sorry sunshines but do you know what shop owners have to do to pay for insurance and supplier refunds?! It ain't as simple as that.

Just sayin. Some pricks really need an attitude adjustment about kite surfing and it ain't about being cool on the beach - oh look at me **** either.

The irony of this post is that you come on here ranting just like one of the "pricks that need an attitude adjustment"

So will acting the exact same way as they do changes their attitude? I don't think so.

Get real Plums! All I did was come across with an attitude due to someone else's stupid attitude towards a shop owner. So how did you want me to phrase this thread then? -- "... ahhh excuse me all your highnesses of Seabreeze... but.. ahhh.. hmmm I saw something that really upset me... boo hooo... and I wanted to share it with you all so that we are all on a more positive attitude next time you or I get upset over the little things in life...!!""

FMD

Its surprising how often people threaten to call the cops Dusta.

People always say that the respect people who work in retail, but when things dont go their way they carry on like pork chops and forget about respect.

dusta said..


I get threatened all the time with consumer affairs but i know what is legally required of me before i swap something out. Even had the cops called on me .

What are you selling ?

Secondhand cars ?

More often than not, the service you receive for warranty claims is more a reflection on the wholesaler than the shop selling it to you.
I had one supplier that was simply a case of a phone call and maybe a picture after the fact, they would confirm replacement on the day while the customer was there watching the call being made, get it shipped the same day and tell you to return the faulty one in the packaging that the replacement one come in or simply bin it.

Others want you to purchase a replacement, give that to the customer and then send back the old one for a credit.
Others want the gear back for inspection and then maybe replacement and usually the time blows out to weeks.

Often the dip**** that handles warranty has no idea how the product works and whether or not there is a legitimate claim and others simply stonewall and play the hardline to the retailer that it is not warranty, even when it obviously is, and the retailer is left to pay for replacement and live with it because the wholesaler says that they are the only supplier and do as they say or we won't supply you.

That is the reason why some people have problems with a retail shop and others don't, it just reflects how big a dickhead the wholesaler is for that particular product.

Some shops will simply absorb replacement losses like this and some have a big enough purchase power with the wholesaler to make them come to the party.

This all gets harder and harder as customers push margins because of online pricing.
So in the end ya gets what you asked for, shops selling for online prices and as much hassle with warranty as an online store.

For me now, it's simply get things at the best price and assume that there is no warranty and get it fixed myself.
Quicker and less stressful.
If a shop then surprises me with good warranty after providing a good selling price, then they have me as a customer for life.

Actually my experience is claiming warranty is largely dependent on the shop. Larger shops (Myer/K-mart/Bunnings etc) just check your receipt and refund. Smaller shops have to call suppliers, get RMA numbers, send away to verify the fault bla bla.

Today I returned coffee grinder to Myer 2 weeks shy of 2 yr warranty period ending. Got given a new one immediately.

Three weeks ago I took router/modem in to small specialist computer store under warranty, still waiting for it to be returned. Incredibly frustrating.

Side note, my professional Pioneer DJ headphones disintegrated after a year. I called them a year later chasing parts and they offered to provide a new set of headphone from free! Now that is bloody good customer service! Now these were relatively expensive pro gear so I guess because I spent $$$, they did treat me like royalty :)

dusta said..
might also pay for the people who are throwing around consumer protection laws to maybe read up on the rules and regulations . You cannot just got straight back into a shop and demand a new item . There is whats called RRR repair/replace/refund . The business is also protected .


The biggest issue is how shops deal with it . I get threatened all the time with consumer affairs but i know what is legally required of me before i swap something out , I have to deal with deadset f$cking idiot people off the street and they are the worst . Even had the cops called on me .

Perhaps you might like to re-read the consumer laws just to clarify your understanding.

www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

www.accc.gov.au/consumers/consumer-rights-guarantees/repair-replace-refund

It seems to me the area of uncertainty are the definitions of "reasonable" and "minor".

http://www.ziankites.com.au/pages/terms-conditions-1

This add come up while surfing around here.
The page linked is a great example of a seller or manufacturer trying to dodge responsibility with a load of hogwash crap that is only tempered by the compulsory addition of some text that has been screwed around as much as legally possible that say otherwise.

This is an Australian website and they bloody well know the laws, but still continue to try and bully the end user out of warranty with a bunch of legalise.

Enough so that having seen this I would not in any way wish to deal with them knowing that warranty is for sure going to be an argument.

Myer, K-mart and others mentioned above provide their own warranty and as a large organisation are under heavy scrutiny from watchdog organisations.
They will already have enough black marks against them that any further matters bought against them will cost them dearly in fines, so they all implement warranty action that looks like they care to their customers, but in reality it is cheaper for them to do so.

Some smaller shops that have not been taken to the cleaners for breaking consumer law yet, still try and get away with anything they can.
But three legit claims against them will see them in hot water........

maybe not so simples..........

check out this link some interesting stuff in there

www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees

I find this part particularly interesting, I have been down this road before.......

The retailer can’t refuse to help you by sending you to the manufacturer or importer.

Nathan SKS said..
My knowledge to date is that a retailer can only offer a warranty if it is under manufacturers standard of claim. Simple :)

The website clearly states..."All refunds are made at the discretion of www.ziankites.com.au.". So any warranty claim has to be assessed by head honcho in Austria as a yes or nay. If nay, the consumer then has to argue it in a Western Australian court, according to their T&C.

loftywinds2 said...

Nathan SKS said..
My knowledge to date is that a retailer can only offer a warranty if it is under manufacturers standard of claim. Simple :)

I'd swear Nathan you are under Zian's payroll. Come on. Out with it! What relationship do you have with these Austrians?

F..k all I'd say as there dutch
A kites a kite, some are better than others
I'd not put a warranty on kooks constantly crashing kites due to piss poor kite control

cauncy said...
So your on your new branded kite
You've not put the time and effort into flying your kite prior to picking up a board
Throw in the fact that your mate who can basically not keep himself upwind has given you lessons
You dump it in the drink, due to your lack of knowledge you spend 5 mins trying to relaunch the kite in the wrong position,
You refuse to pull your safety as your kites getting stretched in every bit of swell and whitewash
Eventually your kite tears,
But hey it's not my fault , I'm gonna bag the crap out of the brand and retailer, not your own shortcuts in being competent with kite skills prior to getting on a board

Thanks for saying it...

I once had a guy try and claim a crack in the edge of a surfboard.
He said he'd only ridden in strapless and in light wind.
Little did he know I was at his local beach for 2 days and saw him doing huge boosts and trying kiteloops (with straps) in 25knot plus for 2 days straight.
We fixed it out of courtesy but it's not what a surfboard is made for.

If everyone pleaded innocent on all issues, all brands would go broke.
Part of the problem is taking ownership and responsibility.
I've been in situation with a brand new custom shortboard that snapped on second day 2. Unfortunately I had to suck it up.

Merry Christmas

JBFletch said..

cauncy said...
So your on your new branded kite
You've not put the time and effort into flying your kite prior to picking up a board
Throw in the fact that your mate who can basically not keep himself upwind has given you lessons
You dump it in the drink, due to your lack of knowledge you spend 5 mins trying to relaunch the kite in the wrong position,
You refuse to pull your safety as your kites getting stretched in every bit of swell and whitewash
Eventually your kite tears,
But hey it's not my fault , I'm gonna bag the crap out of the brand and retailer, not your own shortcuts in being competent with kite skills prior to getting on a board

Thanks for saying it...

I once had a guy try and claim a crack in the edge of a surfboard.
He said he'd only ridden in strapless and in light wind.
Little did he know I was at his local beach for 2 days and saw him doing huge boosts and trying kiteloops (with straps) in 25knot plus for 2 days straight.
We fixed it out of courtesy but it's not what a surfboard is made for.

If everyone pleaded innocent on all issues, all brands would go broke.
Part of the problem is taking ownership and responsibility.
I've been in situation with a brand new custom shortboard that snapped on second day 2. Unfortunately I had to suck it up.

Merry Christmas

What came first: people stretching the truth or companties refusing to honor legitimate claims by hiding behind legaleeze to save some bucks...?

PRAWNDOG said...
would of been nice if north took responsibility of the piss poor construction of the 2014 nuggets, that are notorious for falling apart. Just read the threads everyone will tell you how fun they are to ride but then back it up with how they have to repair a new crack after every session

I'll be the first to admit we have had products in the past that haven't held up to there expectations. And we warrantied these.
If you have issues with gear, we including our dealers are happy to help solve them. (See customer with ION harness buckle issues a few threads back). But there is nothing worse then being slammed online, by a fake identity. Especially when we haven't been given a chance to sort the problem out.

Don't forget the reason why you kite!

loftywinds2 said..

djoblin said..

Be nice to your LOCAL shop there are folks out there who don't want to see this type of business continue, then who will deal with all your crap.

LOL. How about shops be nice to the kiting community and not be so up themselves and think they own the beach

Make up your mind!