Robster59
Tour Rookie
We did this with a shaver my missus bought me for Christmas. I saw it online direct from Philips for £50 cheaper. Took it back to Boots saying it was a duplicate, got the money back and ordered the one off Philip.
Motocaddy - Poor Customer Service
- Thread starter FairwayDodger
- Start date
Jacko_G
Blackballed
Would you be so kind as to forward the £50 you saved to the opening poster. Might put an end to this once and for all!
:rofl:
Hacker Khan
Yurt Dwelling, Yoghurt Knitter
Yes and I expect you drive everywhere at 30mph. And if you were caught doing 31 you would hold your hands up and take the fine in good spirits. And expect the police to stick exactly to the letter of the law and not let you off this time.
Anyway, your arguments have now convinced me FD was wrong, she is a witch and should be burnt at the stake. And if I see her at a forum meet I will wave the 50 quid I will hopefully get back from the same offer in her face. And the set light to it in front of her. Like the KLF did. As I'm justified and I'm ancient.
User20205
Money List Winner
Those that say 'thems the rules' are missing the point. It's a poorly conceived promo either by accident or design. Purchases over the crimbo period by definition shouldn't be subject to a 14 day promo window, it's an incentive to purchase whose t&c's are questionable.
It's a bit of an own goal, if I was motorcaddy I'd offer goodwill on a case by case basis. But they don't seem very customer focused.
It's a bit of an own goal, if I was motorcaddy I'd offer goodwill on a case by case basis. But they don't seem very customer focused.
upsidedown
Tour Winner
FD did you buy the trolley because it was Motocaddy or because it was a trolley with £50 cash back ?
Three
Tour Rookie
Actually I drive in kilometres per hour and keep cash handy so the cops can "pay the fine for me"
Chisteve
Head Pro
What a load of dribble ................
Motacaddy are in the right on this
I have just had a similar problem wiith Nikon cameras
They are offering £ 50 cash back on a camera I brought at Gatwick Airport in duty free area
I got it £ 50 cheaper than UK high street and internet prices
They did not show the offer in airport but I still applied for it on line - after applying they refused to honour the offer and referred me to T&C - item 21 of 21 stated the offer was not appliable to Dixons Travel
Accepted by me and moved on
If Motacaddy made an exception they would have to make an exception for all - they put the conditions in for a reason - its obvious isint it
From a GoKart user
This post needs to be locked and forgotton about
Motacaddy are in the right on this
I have just had a similar problem wiith Nikon cameras
They are offering £ 50 cash back on a camera I brought at Gatwick Airport in duty free area
I got it £ 50 cheaper than UK high street and internet prices
They did not show the offer in airport but I still applied for it on line - after applying they refused to honour the offer and referred me to T&C - item 21 of 21 stated the offer was not appliable to Dixons Travel
Accepted by me and moved on
If Motacaddy made an exception they would have to make an exception for all - they put the conditions in for a reason - its obvious isint it
From a GoKart user
This post needs to be locked and forgotton about
User20205
Money List Winner
It's this kind of response that puts people's backs up on the forum
FYI it's drivel.
I'm sympathetic to FD. Running a promo valid for 14 days from the date of purchase over the Xmas period is ill conceived. The trolleys will be bought in advance, as this case, and no chance for the promo to be realised until after the 14 days. They don't have to set a precedent, they could treat on a case by base basis.
SammmeBee
Journeyman Pro
It's this kind of response that puts people's backs up on the forum
FYI it's drivel.
I'm sympathetic to FD. Running a promo valid for 14 days from the date of purchase over the Xmas period is ill conceived. The trolleys will be bought in advance, as this case, and no chance for the promo to be realised until after the 14 days. They don't have to set a precedent, they could treat on a case by base basis.
More like this type of post actually.......
User20205
Money List Winner
Thanks for the contribution. :thup:
Out of interest did the OP register their unhappiness on social media as it does seem an increasingly good way of at least getting the company to look at the issue again rather than getting the bland "tough luck" from customer services. It's a shame they were so intransigent but within their rights.
When you think back to all the elec trolley threads we've had in the last few years there's something common to all of them. There's good suppliers and there's Motocaddy. I'm on my second Motocaddy, and love it, but I dread the thought of a warranty claim.
As a supplier in a different industry I do get asked on occasion to make a decision on something that might be only just out of warranty, or well out of warranty but seems to have a common fault. There is middle ground for every supplier that acknowledges the customer's issue and doesn't break the bank for the supplier.
Honestly, if I was MD for Motocaddy I'd be embarrassed to see something like this. A multi million business with what many perceive to be a quality product arguing the toss far too often on shabby warranty claims and then tops it with something like this. Lets face it, it will already have been budgeted for, and its the equivalent of less than a 15% discount on list price and even less on the manufacturing cost.
"Rules are for the guidance of wise men and the adherence of fools." On this occasion I think the MD of Motocaddy has a few fools in the Customer Services dept.
As a supplier in a different industry I do get asked on occasion to make a decision on something that might be only just out of warranty, or well out of warranty but seems to have a common fault. There is middle ground for every supplier that acknowledges the customer's issue and doesn't break the bank for the supplier.
Honestly, if I was MD for Motocaddy I'd be embarrassed to see something like this. A multi million business with what many perceive to be a quality product arguing the toss far too often on shabby warranty claims and then tops it with something like this. Lets face it, it will already have been budgeted for, and its the equivalent of less than a 15% discount on list price and even less on the manufacturing cost.
"Rules are for the guidance of wise men and the adherence of fools." On this occasion I think the MD of Motocaddy has a few fools in the Customer Services dept.
Three
Tour Rookie
That's a very good post.
I've made some strong points in this thread, maybe on a forum we sometimes make it too "black and white" whereas in real life it's not as simple.
Because the golf courses close here over winter, I've advertised all my lesson packages as expiring at the end of the season, whenever that falls. Seems simple in theory :guy buys 5 lessons in May at a discounted price , takes 2, never practices, you see him weekly and he doesn't use his remaining lessons by the end of the season, ok finished.
But then you get the customer who buys a package of 10, then another one, they are great advocates and through no fault of their own have a few lessons outstanding at the end of the season. Do you lay down the letter of the law and tell them their lessons are done, or do you use common sense, customer service and goodwill when springtime comes and give them their outstanding lessons from 6 months ago? Obviously the latter if you want to think long term.
So yes, contrary to what I wrote before, of course there is room for goodwill and long term thinking, I do think though that it's down to the company's discretion, if they decide to follow their published regulations they are not necessarily in the wrong but they must be prepared to live or die by those decisions.
The hardest sale to make is the second sale. After buying the first product the customer then gets to know you warts and all. Prior to the first sale all they know is marketing and word of mouth. Get your customer service wrong and 10 other (potential)customers will find out you got it wrong.
You can "buy" your next sale with good customer service.
chrisd
Major Champion
If I ran the company I would, without hesitation, give the money back. What better way to gain consumer goodwill?
The reason that GoKart is very often recommended on here is their willingness to break their own rules and help people and, because of first hand experience, I always recommend them - who'd recommend a company that they'd had bad dealings with or even read about crap service on a forum?
The reason that GoKart is very often recommended on here is their willingness to break their own rules and help people and, because of first hand experience, I always recommend them - who'd recommend a company that they'd had bad dealings with or even read about crap service on a forum?
Three
Tour Rookie
Great advice again, but let me ask a question.
Where is the line?
It can't ALL be in the customer's favour, businesses can't be bullied by threats of "social media exposure" when they've done nothing technically wrong, so does the balance between standing your ground and using discretion just come down to instinct and judgement?
Jimaroid
Journeyman Pro
Good customer service is not wholly about the transactional elements, it's as much about how you deal with customer issues. Even in situations where the customer ends up out of pocket, it's possible to offer a good level of service where the customer feels that more than a minimum has been done to address their problem. Similarly it's also possible to receive awful customer service despite getting a good financial settlement in a dispute.
In fairwaydodger's case, whilst Motocaddy were right by sticking to the letter of their T&C's, I think she can feel rightly disgruntled about how it was dealt with. A point blank refusal according to the T&Cs without any room for negotiation or flexibility is not great customer service in my book.
In fairwaydodger's case, whilst Motocaddy were right by sticking to the letter of their T&C's, I think she can feel rightly disgruntled about how it was dealt with. A point blank refusal according to the T&Cs without any room for negotiation or flexibility is not great customer service in my book.
pokerjoke
Money List Winner
Motocaddy products are first class and I have had 2 Motocaddys.
I sold my first one to my dad a Lithium S1 and a week later it went wrong,I had activated the warranty but it had lapsed I believe as it was over 2 years old.
He is a member of Ilfracombe golf club and the pro is a Motocaddy stockist,he got it repaired no questions asked.
I don't know how and why it was free but imo they went beyond expectations.
I have since purchased a 2nd trolley and its a cracking piece of kit.
These type of threads are always going to have good and bad experiences and it wont make a difference what product it is and I would fully recommend Motocaddy trolleys.
Birchy
Money List Winner
Motokaddy have made this £50 cashback offer with certain products so they must have accounted for this in the sales of these items over the offer period.
Christmas makes the buying procedure a bit different than normal, its not just somebody buying one and using it straight away for themselves.
For me Motokaddy would not be losing anything by honouring this but gaining a lot. The customer in this case would be very appreciative nad much more likely to buy again if the product lives up the the service.
The chances are this customer will never buy another Motokaddy product. As somebody who works in sales alienating a customer like this is amatuer imo and a massive own goal.
Christmas makes the buying procedure a bit different than normal, its not just somebody buying one and using it straight away for themselves.
For me Motokaddy would not be losing anything by honouring this but gaining a lot. The customer in this case would be very appreciative nad much more likely to buy again if the product lives up the the service.
The chances are this customer will never buy another Motokaddy product. As somebody who works in sales alienating a customer like this is amatuer imo and a massive own goal.
JohnnyDee
Tour Winner
Haven't read all the posts but I bought my S1 Pro in June 2015 and so far the battery (lead acid) and charger has been back to them twice.
Luckily I bought it through our Pro who's great, and he loaned me a battery both times it's been away. I have yet to deal with them directly but have considerable misgivings about when the inevitable happens ( Probably July 1st this year)
Luckily I bought it through our Pro who's great, and he loaned me a battery both times it's been away. I have yet to deal with them directly but have considerable misgivings about when the inevitable happens ( Probably July 1st this year)
