bad galvin green service.

[hovis]

i pulled the trigger and purchased a £270 jacket last spring. hardly wore it due to warm weather. when i did start wearing it come October i undone the velcro cuff on the wrist and was surprised to see that i had tore the velcro off the flap leaving it on the other piece. "no big deal i thought" easy repair.
on the 1st of November i sent the jacket back. two weeks later i checked for an update.......the jacket needed "specialist repair" to sow velcro back onto the cuff and had to be sent away.
2 weeks later I check again...... the jacket was sent for repair on the 18th November and hadn't been returned to galvin yet. i received my jacket yesterday!!!!! 6 weeks after i sent it!

shame the premium price doesn't attract a premium service

 

[pokerjoke]

It really does sound like an easy fix what happened? it happened to mine when I had my Benross and a little glue and it was done

 

[hovis]

It really does sound like an easy fix what happened? it happened to mine when I had my Benross and a little glue and it was done

when i undone it the stitching just come away. they simply sowed another piece of velcro on. i was going to do it myself but i thought 270 for a jacket!!!!! they can do it.

wish i hadn't

 

[Foxholer]

when i undone it the stitching just come away. they simply sowed another piece of velcro on. i was going to do it myself but i thought 270 for a jacket!!!!! they can do it.

wish i hadn't

Remember that 'simply sewing' anything onto Goretex (or other waterproof) fabric destroys the waterproof quality in that area. The US Ryder Cup team certainly experienced that after their Wags applique-ed their (Zero Restriction) 'waterproof' jackets!

So maybe not quite the simple process that it looks. But that certainly seemed to take longer than it should have! A 1st class service would have provided estimate (initially) and updates/reasons throughout that time! And possibly provide a 'money-off' voucher if expected turnaround is exceeded significantly.

 

[Deleted member 15344]

Galvin Green returns is in Sweden isn't it ?

So thats possibly about 10-14 days travel time to arrive there - then they assess the item which im guessing the item joins a queue , they then send it to their repairs to ensuring it's done correctly and keeps the waterproof guarantee - then further travelling time back to GG and then back to the UK. 5-6 weeks seem reasonable unless they quoted some other timings ?

Or can repair it yourself within a day and then lose your waterproofs guarantee

 

[hovis]

Galvin Green returns is in Sweden isn't it ?

So thats possibly about 10-14 days travel time to arrive there - then they assess the item which im guessing the item joins a queue , they then send it to their repairs to ensuring it's done correctly and keeps the waterproof guarantee - then further travelling time back to GG and then back to the UK. 5-6 weeks seem reasonable unless they quoted some other timings ?

Or can repair it yourself within a day and then lose your waterproofs guarantee

it went to Surrey or essex cant remember. but the coat was repaired in Surrey

 

[fundy]

Galvin Green returns is in Sweden isn't it ?

So thats possibly about 10-14 days travel time to arrive there - then they assess the item which im guessing the item joins a queue , they then send it to their repairs to ensuring it's done correctly and keeps the waterproof guarantee - then further travelling time back to GG and then back to the UK. 5-6 weeks seem reasonable unless they quoted some other timings ?

Or can repair it yourself within a day and then lose your waterproofs guarantee

2 weeks to get something to Sweden? really?

 

[hovis]

2 weeks to get something to Sweden? really?

i was thinking the same.. it took 3 days to get my parachute from America

 

[Deleted member 15344]

2 weeks to get something to Sweden? really?

Certainly in regards GG - seen it before with purchasing and returns, they have a distribution in Surrey which it's first sent to and then onto Sweden and you do get extended courier time going across to Scandinavia.

 

[Beezerk]

i was thinking the same.. it took 3 days to get my parachute from America

Air mail?

I'm here all day.

 

[hovis]

Certainly in regards GG - seen it before with purchasing and returns, they have a distribution in Surrey which it's first sent to and then onto Sweden and you do get extended courier time going across to Scandinavia.

it was definitely repaired in Surrey. the cost to send it to Sweden and back plus the repair wouldn't be far of if not exceeding the production cost of the jacket

 

[Robobum]

2 weeks to get something to Sweden? really?

Did someone wear it and walk over there?

 

[Deleted Member 1156]

To be honest, I would expect a market leading organisation like GG to ship out a replacement jacket pretty sharpish. Doesn't sound like great customer service to me.

 

[upsidedown]

Galvin Green returns is in Sweden isn't it ?

So thats possibly about 10-14 days travel time to arrive there -

When I was in New Zealand I ordered some new tyres for my bike on a Friday afternoon and they arrived Monday morning. Firm from Guildford if I remember rightly .

 

[user2010]

When did GG stop offering a lifetime guarantee on their products?

 

[HomerJSimpson]

On the face of it, this doesn't sound ideal from an expensive player in the market but there may be reasons behind it. It does seem a long time to be waiting with little communication though

 

[Pin-seeker]

So if you buy a jacket (an expensive one at that) at the start of winter & it ends up with a fault,what are you suppose to wear in the 6weeks whilst they sort the problem?

Shocking service imo.

 

[Fish]

Where did you send it back to initially, the company/shop/store you purchased it from, or...?

 

[hovis]

Where did you send it back to initially, the company/shop/store you purchased it from, or...?

yeh, the club shop. it was sent the same day i gave it them. even they got embarrassed and gave me a gg staff jacket to wear

 

[Fish]

yeh, the club shop. it was sent the same day i gave it them. even they got embarrassed and gave me a gg staff jacket to wear

In the eyes of the law (consumer law), yes they can and have the right initially to send it off to be assessed and repaired, but, if that's going to take an unreasonable amount of time (capped at 28 days), and you have lost confidence in the service or product due to having it repaired, due to the lifetime guarantee you could have asked for a full refund or another new jacket, you didn't need to wait!