Hein Gericke trousers repair delay?

Some of the seams on my HG Tricky III trousers are coming off after less than 18 months so I though I'd take advantage of the 5 year warranty they put on the £650 suit and have them fixed.

As it turns out, there is only a 2 year warranty on the seams, the advertised 5 year was on the Gore Tex membrane, but anyhow, I'm still within the window so I went ahead.

The guys in Welling seem to have lost the enthusiasm from the last them they sold me the "best Gore Tex suit" but kindly filled in the forms. I've been told they would order some trousers in my size to wear while mine will be sent out for repairs. I thought at that time it was fair enough.

It's been 3 weeks now and they still haven't received my replacement pants and obviously, can not take and send mine for repairs. In the meantime, seams keep deteriorating

After another disappointment today involving a faulty hot grips controller (under warranty) which they failed to convince me to have it replaced with a second had and (thankfully) incompatible set, I asked them about my replacement trousers and they replied rather annoyed that they don't know when that is going to be and that they will let me know. Not even a rough guidance.

So a bit puzzled by their customer service (Welling branch). I shop also at the one near Romford and must have spent more than £2000 on kit and accessories over the last 2 years. I would have certainly expected a bit more courtesy and professionalism but I guess I could always shop in another place.

Did anyone had their kit repaired by HG? How long does it usually take? I have a slight feeling that these guys are taking the **** and I'm considering contacting the head office but I would't want to start a drama if this is common.

Any thoughts appreciated! Thanks!

I recently bought a jacket and trousers from HG. I found the 'waterproof' desert jacket leaked through the zips and the apparently non-waterproof inner flap. they agreed to send the jacket for testing and, to their credit, sourced a loan jacket within about a week so can't fault them on that really. An aged but very nice goretex job too!

That said, their 'testing' found that the jacket was waterproof (although zips aren't!), despite my mysteriously sodden shirt and they were somewhat reluctant to go for anything other than getting me take back the original jacket, albeit offering to replace it if I had further problems.

I couldn't be arsed with that so had to hassle a bit to get a swap for a different jacket (which fortuitously happened to originally be more expensive than the first one but was reduced in the sale so I ended up with a better jacket and some cash back!)

I'm not a great fan of playing the arsey customer quoting sale of goods act etc but FFS, if you have guarantees and claim that things are waterproof then they damn well should be or you honour the guarantee without quibble. (ok, I fully understand that HG and other shops no doubt have to endlessly deal with some annoying punters taking the ****, but still...)

Ultimately things ended up ok, (i won't grumble about the fact that my trousers no longer match the jacket) but it could and should have been a little more easy and amicable. I guess the moral of the story is that you may need to push them a little harder to get them to give you what you want.

Might be worth reading the terms of their guarantees on their website too to see exactly what the guarantee should or should not entitle you to as you may be able to argue that you are entitled to new kit rather than repair?

[Nobbylad]

If it's replacement pants you're after and they're giving you some tosh about not having any in stock, get them to order them from the German site, or get them to agree to refunding you if you buy them from the German site. You get them within 2-3 days and they work out cheaper with the current GBP/EUR exchange rate.

Hello mate

I have spoken to the guys at Welling this morning.

We won't be able to give replacement hot grips out without having the original faulty ones back first which is why you were asked to take them off the bike. I understand the staff offered you his "spare" control unit so that you wouldn't be without the grips but this was turned down. A replacement set has been ordered for you and they will contact you as soon as they arrive.

The Warranty period for all HG jackets and pants is 2 years and covers all seams, zips, material, etc involved in the manufacture of the actual product. This is unrivalled as the main brands are only 12 months. The Guarantee refers to the waterproofing in waterproof HG products and with regards Goretex we handle any issues within the first 2 years and after 2 years Goretex deals with them directly.

With a warranty issue at 18 months you are entitled to a repair or replacement depending on the problem. The issue at the moment is that all the loan trousers in your size are, well, out on loan.

If you pop into the store and see "Danny" either tomorrow or Saturday he will help you in one of 2 ways. Either try and get you a different loan trousers if you are happy to compromise for a week while yours are repaired or replace your trousers for a spanky new pair. Tricky III has been discontinued but Tricky IV is a great peice of kit and will still match and zip to your jacket. Depending on what deal you got when you bought your suit there may be a difference in price but talk to Dan.

I know it can be frustrating when things go wrong however we have to work within the warranty policy. The staff at Welling were trying to help and are disappointed that you feel things haven't been dealt with as you expected. I'm sure both the issues you have brought up can be dealt with quickly and easily with a positive attitude.

I will PM you too just incase you miss this post.

Amanda
x

[Geodude]

I have nothing to do with the thread but felt urged to say 'nice one Amanda' karma points for you. x

Yes, much appreciated Amanda, this certainly feels like the true spirit of great customer service. I'm at work now but will reply later with some more details. Just wanted to say Thanks! for the intervention.

Originally Posted by maxinc

Yes, much appreciated Amanda, this certainly feels like the true spirit of great customer service. I'm at work now but will reply later with some more details. Just wanted to say Thanks! for the intervention.

I've had a few PM's today which blocked up my inbox, I know you Pm'd me a reply which I didn't get. Save to say you can reply now as I've had a clean out of my box - OOoooo er.

Amanda, I've PM'ed you about the hot grips incident but that's not the issue here, merely a minor bump in the road that added some frustration.

I invested in a good Goretex suit because I ride in all weathers so I needed something that could last and be comfortable. As far as comfort goes, the suit is amazing ... I would wear it indoors if I had too )

The trousers problem started about 12 months after purchase when the bottom seam on the left leg started to undo. I treated this as minor since water was not going to climb up the leg and I could live it it. I started to get concerned when the seams on the right knee starting to come off 6 month later. This potentially indicates that a more severe problem may be with the material used for seaming for this particular model. The Jacket is OK but I'm wearing a Hi-Vis vest most of the time so it might protect the seams better from the elements.

I thought I'll have it fixed while still under warranty but not having much hope for it to outlast the Goretex's 5 years. I wasn't aware that I a replacement would be an option which obviously would be a no brainer choice. I paid £269 for the trousers as there were no deals at that time (I did get a 40 years anniversary polo though for spending £860 on gear that day).

I've been trying to get an online version of the Warranty terms for HG but without much luck. Could you send me some more information or a link about it?

I will try to contact Dan tomorrow and let everyone know how it went.

Again, thanks for your support, much appreciated.

Andy

Good work Amanda - in the words of my old pal Stouffer, (almost) Sorted - Respect Due!

In the meantime Maxinc - keep up the pressure, your pantaloon problemos will hopefully be resolved soon!

Well, I must admit that I'm well impressed. I'm not sure weather I should have been more firm or explicit but today I called Dan and after unsuccessfully trying to get me a pair of loan trousers, he kindly swapped them with a pair of new ones, no questions asked. Even it they are Tricky IV, they match the overall design of the suit perfectly so I am very happy. All I need now is to give the Jacket a good clean )

I guess I was wrong judging Hein Gericke too early but anyhow, Bonus points to Amanda for not accepting an unsatisfied customer