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Thread: Napier customer service is so poor

  1. #1

    Napier customer service is so poor

    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.
    Sincerely
    Steve J Rowe
    Managing director
    Napier Ltd"

    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.
    Last edited by CWMMAN3738; 20-08-2013 at 22:24.
    LET HE WHO IS WITHOUT SIN CAST THE FIRST STONE & PREVENTION IS BETTER THAN CURE!

  2. #2
    Get your cash back and speak to Rob about a Monarch one.

  3. #3
    I wouldn't say that was poor service, more like miss-communication in dealing by email with each party thinking differently? I would expect to return faulty goods before receiving a replacement even though an inconvenience. MDs response a bit odd, but 'not fit for purpose' maybe wrong statement as it was simply broken.

  4. #4

  5. #5
    Quote Originally Posted by Dougster View Post
    Get your cash back and speak to Rob about a Monarch one.

    +1

    V pleased with Monarch Roe Sack

  6. #6
    SD Regular willie_gunn's Avatar
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    Hard to comment without seeing the full correspondence, but sounds like both parties have said things via email that have subsequently been misconstrued. Understand your disappointment with the delay, but the MD has got involved and you've been offered a replacement or your money back, so not sure what more you were expecting?

    Plenty of advice available in threads on here about roe sacks.

    willie_gunn
    O wad some Power the giftie gie us to see oursels as ithers see us!

  7. #7
    Quote Originally Posted by Tikka 260 View Post
    +1

    V pleased with Monarch Roe Sack
    +1 also very pleased with Monarch sack and service from Rob

  8. #8
    Quote Originally Posted by willie_gunn View Post
    Hard to comment without seeing the full correspondence, but sounds like both parties have said things via email that have subsequently been misconstrued. Understand your disappointment with the delay, but the MD has got involved and you've been offered a replacement or your money back, so not sure what more you were expecting?

    Plenty of advice available in threads on here about roe sacks.

    willie_gunn
    Inclined to agree with this, I also think it's standard for a company to want the faulty product back before sending out a brand new one. I do understand the inconvenience though

  9. #9
    Quote Originally Posted by willie_gunn View Post
    Hard to comment without seeing the full correspondence, but sounds like both parties have said things via email that have subsequently been misconstrued. Understand your disappointment with the delay, but the MD has got involved and you've been offered a replacement or your money back, so not sure what more you were expecting?

    Plenty of advice available in threads on here about roe sacks.

    willie_gunn
    As above and other posts, quite normal to expect the item back to see if the end user was at fault, and to ensure two items are not outstanding against one payment, your fit for purpose statement has opened a can of worms for the supplier, and he has offered you the choice to not use his product, this is a simple case of you and the supplier resolving an issue to the satisfaction of both parties, no need to post on an open forum to darken a company product or good standing, I've hade one for years with no issues at all even though extensively used, would definitely buy another. deerwarden.

  10. #10
    I'm not darkening their name, good or otherwise, i have presented the facts & exact emails from the company and asked the membership of this forum for their views to see if I am being unreasonable or being at all narrow minded in my view of it, initially I was happy they would replace it expecting a jiffy bag with the new one for return of the faulty one, and maybe " not fit for purpose" wasn't the best phrase to use but it applied to this individual item in my opinion. If these things aren't discussed on open forum then no one would ever know how good or bad companies or products are unless they know someone with one, I have asked for all comments in a bid to see if I expected too much from a company, & on principle their approach would leave me further out of pocket for postage (through no fault of my own)& inconvienanced untill the new one arrived, this would not be how I would conduct my companies customer service if I had one as I wouldn't want my customers inconvienanced in any way or out of pocket because of my company or product.
    Quote Originally Posted by deerwarden View Post
    As above and other posts, quite normal to expect the item back to see if the end user was at fault, and to ensure two items are not outstanding against one payment, your fit for purpose statement has opened a can of worms for the supplier, and he has offered you the choice to not use his product, this is a simple case of you and the supplier resolving an issue to the satisfaction of both parties, no need to post on an open forum to darken a company product or good standing, I've hade one for years with no issues at all even though extensively used, would definitely buy another. deerwarden.
    LET HE WHO IS WITHOUT SIN CAST THE FIRST STONE & PREVENTION IS BETTER THAN CURE!

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