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Michael Peterson Inner circle is where I'm trapped, because of my 4071 Posts |
If you buy something second hand & seek help from the manufacturer of the product,would you expect them to help you?
I'm not talking about simply asking for a free replacement,I'm talking about offering to pay for a repair or replacement parts. I'm encountering this more & more lately,it's not that they can't help,it's that they are CHOOSING not to help. Should creators/manufacturers support their products? Mike |
Mr. Mystoffelees Inner circle I haven't changed anyone's opinion in 3623 Posts |
I believe they SHOULD support their products if they can. Certainly, at a fair price. I wouldn't buy a car, or much of anything else, if it had poor resale value, which certainly tanks when you can't buy parts or supplies. Of course, there is a shelf life to how long the manufacturer can be expected to keep stuff around...
Jim
Also known, when doing rope magic, as "Cordini"
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stoneunhinged Inner circle 3067 Posts |
Let's just say--for a moment--that magic is no different than any other product.
Every time I've ever read the warranty on a product (with one or two exceptions) the warranty was valid ONLY for the "original owner". (I can't remember the one or two exceptions: maybe someone else can.) Going back to magic: why should it be any different? Sure, there are special creators/manufacturers out there. I once bought something from Doug Higley that got damaged in shipping, and he offered to replace it for free. That was the right thing to do, of course; but considering that I had personally requested that it not be sent by insured post, the risk was entirely mine, and the best I could have hoped for was a repair, with postage being at my expense. I'm also guessing that he would offer to repair anything he had ever made at no cost--and not just for the original owner, either. But Doug is special: he is an artist who is concerned about his legacy, and all those Higleys out there reflect his craftsmanship and artistry. How many magic manufacturers out there are like that? Probably quite a few. If we all made an attempt to deal ONLY with those manufacturers, threads like this wouldn't have to be started. |
Michael Baker Eternal Order Near a river in the Midwest 11172 Posts |
Stone hit this dead on the nose. Warranties are typically not transferable. If there is one company that does replace broken product regardless, it would be Craftsman hand tools. You could find one of their screwdrivers run over by a train and they'd trade it in for a new one. The company is so huge that it is just easier for them to do that than waste time responding to arguments. Magic manufacturers, by and large, are very small businesses. Overuse and abuse of "return policies" could easily force them to stop business altogether.
There was a time when a second owner had a prop that I'd made, and it had a broken part on it. I was happy to help out, because I felt it was just good public relations to do so. But, it really had nothing to do with CUSTOMER support. This guy was not MY customer regarding this item, in spite of the fact that he was the owner of this thing that I had made. He was however, a customer of mine for other items. Personally, I think this is a policy issue that can be set by the individual manufacturer. Of course it does do wonders for putting the manufacturer on the "good guy" list, but I don't think it is proper to obligate them to incur all expenses regarding an item that has changed hands (maybe even more than once). Former owner abuse is not an unheard of occurrence. The manufacturer has no control over what caused the problem, and to obligate them to assume responsibility for ALL problems henceforth is an unreasonable request. I'd also like to add, that there was a time when an item that I had made (which was sold through a well-respected dealer) was returned with a broken hinge. It was first sent to the dealer, who then sent it to me for repairs... which I did. But of particular note, was that this hinge could only have been broken the way that it was if someone had put extreme abusive force on it. Literally, the barrel of the hinge was pried open. It takes a LOT of force to do that... like stepping on the prop. But back on point, there simply MUST be a point when manufacturer obligation has to cease. As has already been mentioned, this often happens if and when the original owner sells or gives it to someone else.
~michael baker
The Magic Company |
Mr. Mystoffelees Inner circle I haven't changed anyone's opinion in 3623 Posts |
Quote:
On 2012-08-21 18:14, Michael Peterson wrote: Respectfully, it seems to me you and Stone are arguing the wrong point, no?
Also known, when doing rope magic, as "Cordini"
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Michael Peterson Inner circle is where I'm trapped, because of my 4071 Posts |
Quote:
On 2012-08-22 06:29, Mr. Mystoffelees wrote: I'm not arguing anything with anyone. If someone or a company makes a product & you need help making the product work properly,wouldn't you go to them for help? For example,Pure Smoke by Ellusionist. I have 2 faulty units & they will not help me in any way because I am not the original owner.I have offered to pay countless times for a repair or exchange & they refuse to help. Where else would I go for help with a product Ellusionist manufactures? That's all I'm saying. Mike |
Braaainz New user 46 Posts |
I found my first invisible thread reel not too long ago. I was/am the original owner. I wrote an email to the company with request for information on restocking the thread on it. Never even got the decency of a reply.
So, I bought a whole new setup from a different company. I will no longer do any business with the first company. |
Payne Inner circle Seattle 4571 Posts |
Quote:
On 2012-08-22 16:23, Michael Peterson wrote: I bet they'd fix either unit for $147.00 There really isn't any servicable parts on these devices so the entire unit would just have to be tossed and replaced. Something I am sure they would do if you had purchased it new from them or an authorized dealer. But you bought these used from a second party. so ellusionist is under no obligation to fix or replace them. If you bought a used car from someone and it broke would you expect Ford to fix it for you?
"America's Foremost Satirical Magician" -- Jeff McBride.
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Dougini Inner circle The Beautiful State Of Maine 7130 Posts |
Ya know, guys, I understand. And I agree. However Penguin did something 9 years ago I never forgot. I had a set of key rings (the kind you put your keys on) called Three Ring Circus by Jay Sankey. I dropped the gaff, and it rolled under something (never found it), and I mentioned it here in the Café.
Immediately Penguin PM'ed me and asked for my address and they'd send me a new set! Three days later, the rings arrived! I paid them nothing! I didn't even buy it from them! That impressed me so much I have been a customer ever since, and recommend them to everyone who asks! No one has ever done that before! That was good marketing in my opinion. They are at the top in my book! Doug |
Michael Baker Eternal Order Near a river in the Midwest 11172 Posts |
Quote:
On 2012-08-29 22:55, Dougini wrote: Very refreshing to hear the good stories for a change. Thanks!
~michael baker
The Magic Company |
Tony Iacoviello Eternal Order 13151 Posts |
I've had two issues with Viking products that I bought from a magic shop.
Viking took care of both issues no questions asked. |
IpswichRich New user MA 24 Posts |
Should a manufacturer/seller be expected to take back a quality control discrepancy without an added restocking charge to the buyer?
I have made a purchase from a manufacturer who claims to manufacture "the finest handcrafted linking rings ever made, unequalled by any other ring on the market" and am not satisfied with my set of rings. I originally ordered a set of 3 10" rings but was informed they did not have any available to purchase, would I be interested in some larger ones. No. A few days later I get an email telling me they found a set of 10" if I am still interested. Of Course I am. The ring arrive, only the weights of the singles do not match that of the key (taking consideration of the gap) so I doubt their being a perfectly matched set. |
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