Whilst at the CLA I finally relented to the Mrs's moans about the state of my Harkila roe-sac which has served me well for many years & bought a new roe-sac, I was unable to find a Harkila one in stock on any of the stalls so tempted by the pockets & waist belt style of the Napier ApeX predator roe-sac I splashed out £98 & bought one instead of waiting & getting another Harkila one, possibly a mistake?
I gave my old roe-sac to another member on here just starting out & was very pleased with my new one.
Then 3 days later whilst out with clients the zip on one of the pockets broke, the teeth pulling away from the fabric & stitching leaving the zipper attached only to one side. Not the end of the world just one pocket U.S. but roe-sac still worked well & otherwise I was pleased with the ideas it encompassed.
The following morning I contacted Napier by phone & spoke to a pleasant gentleman by the name of Paul who said they hadn't encountered this problem before, it must be a one off, (thy would say that ) but fair enough, & could I email him photos of said zip, which I did.
I didn't receive a reply so sent another email explaining my disappointment & this time received a reply stating, " hello, I see what you mean, please send your delivery details and we will replace the faulty bag. If you could return the item to us it would be much appreciated. Best regards, Paul."
Great thought I & sent my details straight back by email again, & a thank you, that was the 4th of August.
Well 19th August & no roe-sac so I sent an email asking " Any idea when my roe-sac will be arriving as I'm off to Scotland on Thursday & could do with it please being replaced ASAP"
Reply came back " hello, yes we have it packed & awaiting shipment but we have not seen the faulty one back yet, when did you send it?" needless to say I was not amused!
I then explained that to me the email implied they were going to replace it & could I then send the faulty one back, & that this delay was irritating & I could not be without it as its used almost daily, & this was not the sort of service I expected, the individual item was obviously not fit for purpose.
The reply came " OK No problem. I have just become involved as Paul is on holiday this week and I have now read all correspondence .
We have no interest in delaying anything we will respond immediately when you send back the broken product.
I thought that you had a broken zip one of 6 on that item.
All our products are guaranteed for 12 months and you are most welcome to return it if in any way faulty.
It is quite normal for any company to issued on return of anything damaged, but I note now that you feel it is "not fit for purpose" which is quite a different issue, & in that case not going to satisfy your needs if we supply a replacement.As all of these bags are made to the same spec, of course with all zips working correctly.
So I suggest that you may prefer to have a refund of your purchase price, instead of a replacement? The choice is yours please indicate your preference when you return it.
I see no point in retaining a product that you don't feel is fit for the job as intended.
Steve J Rowe
WTF where did that come from firstly "OK" then all that well fair enough hen what would you guys do all opinions welcome bearing in mind I use my roe-sac almost daily.