Motocaddy - Poor Customer Service

Well... that proved a fair bit more controversial than I thought! :)

Clearly I screwed up over this and am pretty annoyed at myself for that but even when I reflect on the opinions above I am still very surprised that motocaddy showed no flexibility to someone who missed the date by a few days (less than two weeks, actually, although very impressive to trawl old threads for evidence to use against me) considering the reasonable explanation that it sat unopened amongst the Xmas pressies.

The only conclusion I can draw is that, while indeed being within their rights, motocaddy have used a bit of social engineering and the knowledge that some of these will be purchased and left unused for long periods either due to them being Xmas pressies or even just the time of year to entice people in with an offer and then avoid having to pay up. "Con" might be too strong a word, so lets call it a "ploy".

Anyway, hopefully I have learned a lesson or two but this has run its course, nobody is going to change their opinion.... least of all me! ;)
 
FairwayDodger said:
Well... that proved a fair bit more controversial than I thought! :)

Clearly I screwed up over this and am pretty annoyed at myself for that but even when I reflect on the opinions above I am still very surprised that motocaddy showed no flexibility to someone who missed the date by a few days (less than two weeks, actually, although very impressive to trawl old threads for evidence to use against me) considering the reasonable explanation that it sat unopened amongst the Xmas pressies.

The only conclusion I can draw is that, while indeed being within their rights, motocaddy have used a bit of social engineering and the knowledge that some of these will be purchased and left unused for long periods either due to them being Xmas pressies or even just the time of year to entice people in with an offer and then avoid having to pay up. "Con" might be too strong a word, so lets call it a "ploy".

Anyway, hopefully I have learned a lesson or two but this has run its course, nobody is going to change their opinion.... least of all me! ;)
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Well at least it did not end up blaming immigrants for whatever problem is being discussed. So look on the bright side....;)
 
Jacko_G said:
Only person at fault here is you. The issue is not Motocaddy customer service - it's you!
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I don't think anyone is disputing that but I think Karen has a fair point regarding customer service/loyalty/goodwill.

Having read this thread, I would now seriously consider another brand before buying a Motocaddy. Personally, I think as a fairly large organisation they have shot themselves in the foot. £50 isn't much to them but it's a fair amount to an individual.

Turning this around slightly, I wonder how many people would shrug their shoulders and say "Oh well, I've had a year of use out of my £400 trolley" if it fell to bits the day after the 1 year warranty expired.
 
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sitting unopened is not a reasonable explanation as to why you failed to claim the cash back within the timescale stipulated.

how can it be a ploy when the terms and condition are on the adverts? its up to the consumer to read them and to take whatever action necessary to claim the cash back.
 
drive4show said:
I don't think anyone is disputing that but I think Karen has a fair point regarding customer service/loyalty/goodwill.

Having read this thread, I would now seriously consider another brand before buying a Motocaddy. Personally, I think as a fairly large organisation they have shot themselves in the foot. £50 isn't much to them but it's a fair amount to an individual.

Turning this around slightly, I wonder how many people would shrug their shoulders and say "Oh well, I've had a year of use out of my £400 trolley" if it fell to bits the day after the 1 year warranty expired.
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being out of warranty is completely different to missing a cut off date to claim cash back and then complaining about poor customer service!
 
Hacker Khan said:
Not sure anyone claimed legally they had. But there are many occasions where companies make good will gestures where legally they do not have to do anything. These occasions are then likely to lead to the customer staying with them. Which I expect is what the discussion was about here. Trying to claim 2 months after you bought it then fair enough, caveat emptor. But 10 days during which there has been the Christmas period, during which the company itself was not at work for? Possibly room for a good will gesture there I feel.

Especially as, whilst I do wish to stereotype too much, but most lady golfers I see seem to have have top of the range electric trolleys and bags. So you'd think a trolley company would like to keep that type of golfer especially sweet.
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And that should of ended this topic, well said.
 
Dando said:
being out of warranty is completely different to missing a cut off date to claim cash back and then complaining about poor customer service!
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Yes it is but I'm pretty sure people would still expect a bit more than a flat refusal.

If I make a substantial purchase then the company's reputation will be an influencing factor for me.

Or to put it another way, if I was looking at two identical trollies, a Motocaddy and a GoKart, looks like it is now a no-brainer.
 
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drive4show said:
Turning this around slightly, I wonder how many people would shrug their shoulders and say "Oh well, I've had a year of use out of my £400 trolley" if it fell to bits the day after the 1 year warranty expired.
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Well.... if that happened, you would be protected by the Sale of Goods act which states that products should have a "reasonable life expectancy", irrespective of how long the actual Warranty was for.

If your trolley fell apart just a day after the warranty expired (lets say 12 months) then you would be (depending poon your usage level) justified under the Sale of Goods act in having the item declared "not fit for purpose" and having it repaired.

The reasonable life expectancy of an item does vary..... lets say a £300 washing machine being used by a family of 4 on a daily basis might only be considered to have a reasonable life expectancy of 2years. Give that same machine to a pensioner living on their own and you could say that it should last 4 years.

I think it is fair to say that we would all expect an electric trolley to last at least a couple of years at a usage level of say 2 rounds a week.... so if it failed one day after a 12 month warranty expires, you would be protected under the SoG act.
 
nickjdavis said:
Well.... if that happened, you would be protected by the Sale of Goods act which states that products should have a "reasonable life expectancy", irrespective of how long the actual Warranty was for.

If your trolley fell apart just a day after the warranty expired (lets say 12 months) then you would be (depending poon your usage level) justified under the Sale of Goods act in having the item declared "not fit for purpose" and having it repaired.

The reasonable life expectancy of an item does vary..... lets say a £300 washing machine being used by a family of 4 on a daily basis might only be considered to have a reasonable life expectancy of 2years. Give that same machine to a pensioner living on their own and you could say that it should last 4 years.

I think it is fair to say that we would all expect an electric trolley to last at least a couple of years at a usage level of say 2 rounds a week.... so if it failed one day after a 12 month warranty expires, you would be protected under the SoG act.
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Thank you for being so pedantic :thup:

I'm referring to a company attitude towards customer service not points of law.
 
Take it back to the shop you bought it from saying duplicate present, but would be happy to take store credit to purchase something at another time. They will almost definitely allow you to do this. Then go back to the store and purchase it again with the credit and claim your prize.
 
Was in our pro shop just before Christmas and one of the Pro's was dealing with another member who had just bought a Motocaddy trolley with the same deal. The member wanted the shop to hold it for a couple of days, the pro then expressly informed him to pick it up by a certain date as the cashback claim must be made before then or he wouldn't get it. Remember this quite vividly.
 
drive4show said:
Thank you for being so pedantic :thup:

I'm referring to a company attitude towards customer service not points of law.
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Not being pedantic.

There are many folks who would perhaps do just what you suggested....because they are told that the "warranty has expired and there is nothing that can be done".... and not knowing any better they accept it.

This lack of "consumer trading rights" knowledge works both ways.... I've seen sales assistants in shops sell items at the marked price... even though the marked price is clearly wrong (lower than it should be) because they are under the impression that they have to sell for the marked price!!!

All I was doing was putting some knowledge out there that some folks might not be aware of.

You are obviously an exception.
 
FairwayDodger said:
Just out of interest, when did you open your Xmas presents?
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on Xmas day but they were not presents that I bought for myself!

If I had bought it for myself but wanted to open it on Xmas day I would've made sure I checked any expiry date on the cash back offer as they aren't open ended
 
nickjdavis said:
Not being pedantic.

There are many folks who would perhaps do just what you suggested....because they are told that the "warranty has expired and there is nothing that can be done".... and not knowing any better they accept it.

This lack of "consumer trading rights" knowledge works both ways.... I've seen sales assistants in shops sell items at the marked price... even though the marked price is clearly wrong (lower than it should be) because they are under the impression that they have to sell for the marked price!!!

All I was doing was putting some knowledge out there that some folks might not be aware of.

You are obviously an exception.
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Thank you for pointing that out but in the context of this thread I don't believe it is relevant.
 
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