Fri Apr 03, 2020 10:50 am
#1758272
About 10 months ago in anticipation of a mag overhaul, I bought two sets of items to overhaul my magnetos and about 5 months ago the first magneto had its points changed, inspection, new rotor lubed and refitted. No problem there. However on inspection of the second set of points there was a fault in the pressing of the moving arm. I contacted the manufacturer and they said to return to spruce for a free replacement.
I duly returned them and waited. Nothing heard I contacted them and they told me they had been received and had been sent to the manufacturers (not sure why they wouldn't allow me to do that). So another few weeks went by and I chased again and was told "still waiting for manufacturer".
So about mid Feb I chased again, ordered some other parts and asked for them to be taken to sun n fun for collection from the stand. They said no problem.
Then of course we have Covid, Sun n Fun cancelled so I cancelled the order and asked for the free replacement points to be sent by mail. That will be $25 they said to return them. Oh well I thought, better to pay another $25 on top of the $65 I already paid + the cost of returning them.
They took my CC card details and sent me an invoice showing the $25 postage and also the original cost again. But on this invoice nothing about free / warranty replacement.
When the UPS guy arrived on the step with the jiffy bag with my points he demanded another £25 for Duty/VAT/Import/Brokerage etc. I told him they are duty paid. He said yes I can see that by the label, I will call and check. He called their office and the office said the invoice did not show Free warranty replacement, so although they had stuck the correct sticker on, the invoice was deficient.
So I contacted spruce, who were most insistent I was responsible for Duty/import etc. I said, but you have not sent the correct invoice. In no time at all they sent me another invoice with a large stamp on it saying it was a free replacement and the invoice was just for customs purposes, which they claim they had already sent me. They said UPS had this invoice. UPS say they don't have it and the sender has to supply it, not the receiver !!
I have tried contacting them using their website, but as I am the receiver I do not have an account number. Tried a general email, but have heard nothing. Its so difficult dealing with these faceless entities that don't seem to provide a regular email/contact point to raise the issue. UPS say Spruce must sort it, Spruce say take it up with UPS and its all down to me.
So much for support on warranty items
Mind you, I feel a lot better now I have shared )
I duly returned them and waited. Nothing heard I contacted them and they told me they had been received and had been sent to the manufacturers (not sure why they wouldn't allow me to do that). So another few weeks went by and I chased again and was told "still waiting for manufacturer".
So about mid Feb I chased again, ordered some other parts and asked for them to be taken to sun n fun for collection from the stand. They said no problem.
Then of course we have Covid, Sun n Fun cancelled so I cancelled the order and asked for the free replacement points to be sent by mail. That will be $25 they said to return them. Oh well I thought, better to pay another $25 on top of the $65 I already paid + the cost of returning them.
They took my CC card details and sent me an invoice showing the $25 postage and also the original cost again. But on this invoice nothing about free / warranty replacement.
When the UPS guy arrived on the step with the jiffy bag with my points he demanded another £25 for Duty/VAT/Import/Brokerage etc. I told him they are duty paid. He said yes I can see that by the label, I will call and check. He called their office and the office said the invoice did not show Free warranty replacement, so although they had stuck the correct sticker on, the invoice was deficient.
So I contacted spruce, who were most insistent I was responsible for Duty/import etc. I said, but you have not sent the correct invoice. In no time at all they sent me another invoice with a large stamp on it saying it was a free replacement and the invoice was just for customs purposes, which they claim they had already sent me. They said UPS had this invoice. UPS say they don't have it and the sender has to supply it, not the receiver !!
I have tried contacting them using their website, but as I am the receiver I do not have an account number. Tried a general email, but have heard nothing. Its so difficult dealing with these faceless entities that don't seem to provide a regular email/contact point to raise the issue. UPS say Spruce must sort it, Spruce say take it up with UPS and its all down to me.
So much for support on warranty items
Mind you, I feel a lot better now I have shared )
Enjoy everything - Life is Short.