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Author Topic: awful experience with thomann.de  (Read 12235 times)

Davey

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Re: awful experience with thomann.de
« Reply #15 on: March 17, 2010, 07:48:38 PM »
to be fair to dheim, he only realised that it had been used when he took it to his tech. i'd be extremely annoyed too to be sent something which had been repaired when i thought it was new (though I wouldn't necessarily expect to get a ton of stuff out of them, but i'd expect them to make it right).
which they offered .. and IMO, they still probably will, if he sends it back

dave_mc

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Re: awful experience with thomann.de
« Reply #16 on: March 17, 2010, 07:50:02 PM »
did they? i didn't notice that. but yeah, if they offer to replace or refund it (including all postage charges), that's probably fair enough. EDIT: unless I'm missing something, they only offered to fix it.

Davey

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Re: awful experience with thomann.de
« Reply #17 on: March 17, 2010, 09:37:10 PM »
did they? i didn't notice that. but yeah, if they offer to replace or refund it (including all postage charges), that's probably fair enough. EDIT: unless I'm missing something, they only offered to fix it.
if you ask me, that's enough on their part. i seriously doubt they deliberately sent a faulty item, so offering to fix something that is not their mistake to begin with is good enough. if they decide, it can't be fixed, they'll either replace/refund/whatever, depending on how dheim plays this. i still think, if he sends it back and tells them it didn't work, when connected to the power supply, they'll send him another. Or they might open it up, see it's been 'repaired' and blown up, they might tell him, the warranty is void, if any of the seals are broken.

now i think this has been handled the wrong way around from the get go.
1st, if it's a used item, he should've sent it back in the beginning. i know that not everyone inspects the item, when they get it, but at least check if the seals are intact.

2nd if you DID screw up by any chance.. LEAVE IT THE $%&# ALONE don't open it, don't take it to a tech, leave it alone, call the shop and tell them it doesn't work. they'll come pick it up and you'll either get a new one (which is the more likely scenario) or this one repaired. but seeing that it's very rare, that they have a tech on site, that can repair everything that goes through the shop, they'll send it off to a licensed repair shop and that will take some time.

3rd, if you DID tamper with it, thinking i can repair this, be careful on how you play. you can still get a refund or a new item, but it's more than likely, that they will take a look at it and see it's been opened and say it's your fault, warranty void.

3.1ddd :P  if you did open it up, but miraculously kept the seals intact, there's still option 2

Afghan Dave

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Re: awful experience with thomann.de
« Reply #18 on: March 17, 2010, 10:08:24 PM »
I just don't understand why you have done some things you've stated.

Ok you messed up with the power supply but let's gloss over that.

Why give it to your "tech" at all?

Why didn't you just send it back and see how it all played out? I don't see what you want them to do.

You haven't been told "NO" yet over any request or had your time wasted.  :?
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dave_mc

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Re: awful experience with thomann.de
« Reply #19 on: March 18, 2010, 12:14:21 AM »
i disagree. it's the customer's right to choose whether he/she wants a replacement, repair or refund, not the shop's (certainly in the UK, and I assume the EU as well).

and dheim only discovered that it wasn't new and had been replaced once he took it to his tech, it wasn't apparent that it wasn't new from a cursory look at it (i assume).

granted attaching the wrong power to it was kinda daft, but thomann is in the wrong, too, if it sent out a repaired/refurbished item instead of a brand new one.

Afghan Dave

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Re: awful experience with thomann.de
« Reply #20 on: March 18, 2010, 12:16:20 AM »
Have they refused a replacement, repair or refund?

Well have they?

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Davey

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Re: awful experience with thomann.de
« Reply #21 on: March 18, 2010, 02:16:24 PM »
thomann is in the wrong, too, if it sent out a repaired/refurbished item instead of a brand new one.

no, they are not. i've seen items, advertised on their page as showroom items and such. so i know they do stock those. the one that did the packaging, probably took the wrong one from the shelf. IT HAPPENS .. the real $%&#up would be if they refused to do anything. it is not illegal, to sell items, that were repaired. and as i've said, they probably didn't even realize they did sent out a repaired item.

Philly Q

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Re: awful experience with thomann.de
« Reply #22 on: March 18, 2010, 02:26:36 PM »
I'm wondering if dheim is wishing he'd never started this thread....   :wink:
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Denim n Leather

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Re: awful experience with thomann.de
« Reply #23 on: March 18, 2010, 03:23:49 PM »
i disagree. it's the customer's right to choose whether he/she wants a replacement, repair or refund, not the shop's (certainly in the UK, and I assume the EU as well).
Wrong. The Bill of Sale should have a list of policies attached. When you send payment you are accepting these policies whether you bothered to read them or not.

dave_mc

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Re: awful experience with thomann.de
« Reply #24 on: March 18, 2010, 06:16:09 PM »
ugh, my quote button is not working. will have to do it manually...

"no, they are not. i've seen items, advertised on their page as showroom items and such. so i know they do stock those. the one that did the packaging, probably took the wrong one from the shelf. IT HAPPENS .. the real $%&#up would be if they refused to do anything. it is not illegal, to sell items, that were repaired. and as i've said, they probably didn't even realize they did sent out a repaired item."

I've seen those too, but I'm guessing he didn't buy one which was advertised as "ex-demo", "return" etc. Could be wrong, of course, and if he did buy a cheaper one which was a return, then I withdraw my support for his position. :lol:

"Wrong. The Bill of Sale should have a list of policies attached. When you send payment you are accepting these policies whether you bothered to read them or not."

As far as I'm aware, you are covered by statutory rights, certainly in the UK, and I assume in the EU as well (as a lot of our laws are based on EU laws). If the company's policy does not match up with the law, then the company policy has to change, kind of thing.

http://www.consumerdirect.gov.uk/before_you_buy/think_of/unfair-contracts#named2

http://www.consumerdirect.gov.uk/before_you_buy/buying-at-home/order/

http://www.consumerdirect.gov.uk/after_you_buy/buying_at_home/returning-cancelling/

the eu distance selling regulations (the third one) are EU-wide, as far as i'm aware. the law may be different in the USA. There are only very specific cases where you can't cancel within 7 days, and I don't think this purchase qualifies.

As I said, I'm not condoning using the wrong power supply, lol (though perhaps by not being sent a manual he might have a case there). EDIT: and I also agree that he should have contacted thomann to see what they would do, before starting this thread.
« Last Edit: March 18, 2010, 06:19:45 PM by dave_mc »

Afghan Dave

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Re: awful experience with thomann.de
« Reply #25 on: March 18, 2010, 06:50:21 PM »
I also agree that he should have contacted thomann to see what they would do, before starting this thread.

I've dealt with some crooked motherf**kers who run online shops who took money yet never dispatched the item. They then avoided all email/phone contact. Then I had to chase my money via the Credit Card company.

THAT IS AN AWFUL EXPERIENCE!

Thomann haven't even refused anything yet... I don't see what they have done wrong.

You are 100% right about the distance selling laws but as far as I can see he hasn't sought to apply them.

Try talking to them before pulling out the big guns. If they don't listen or act shady, then go after them with a hammer!

Most important... READ THE MANUAL (even if it is a download!)  :lol:
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dave_mc

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Re: awful experience with thomann.de
« Reply #26 on: March 18, 2010, 08:15:24 PM »
yeah, definitely. i would say that sending out something that was supposed to be new which was actually repaired is a bit off, though (but other than that, i agree).

that's another thing, always pay by credit card- more protection (whether the company gips you, or your number gets stolen online). :)
« Last Edit: March 18, 2010, 08:25:28 PM by dave_mc »

dheim

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Re: awful experience with thomann.de
« Reply #27 on: March 18, 2010, 09:00:55 PM »
I'm wondering if dheim is wishing he'd never started this thread....   :wink:

just a bit, yes... :)

i never denied my absurdly stupid fault (well, i didn't here, with the thomann guys i'd have lied to death... :)), nor i said that mine was the most rational approach to the problem... i just thought: well, if they won't send me a new one and will just fix it at my expense after discovering that if was completely my fault (in their email they stated more or less this adding that OF COURSE that wasn't the case but they had to clarify their policy...) at least i'll avoid mail expenses (that are not that cheap anyway) and a damn queue at the mail office. another fact is that those days i had no chance to go to the mail office...

i shouldn't have used the term "awful", there are certainly worse experiences with online dealers around (to say one i lost some money on the "seconds out" section thanks to a forumite that's either dead or vanished months ago) (no, i won't tell you who it was, after all he could be really dead...), but i had a mystical respect for thomann (i buyed many things from them and never had any problem) and this was a great letdown...

i'm not sure they can sell fixed gear as new, at least in italy that's not legal (but of course i bet that a lot of people does it anyway...), and i never expected it from such a huge and professional shop... on the other hand i can't imagine why my tech should have invented a weird story to justify that he wasn't able to fix it. well, maybe that's exactly why he did it, but i don't think so... the box looked damn old, so it's possible, honestly.
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