Damaged Meguiar's Duffle Bag

[EveryLastDetail2]

Just received my new G110v2 that I ordered from ADS last week. Opened it up and the Meguiar's Duffle bag is damaged. So I e-mailed ADS Customer Support, along with this picture, describing my damaged item. They were quick with their reply saying that the DA's are prepackaged so I would have to contact Meguiar's Customer Care Center. I described the problem to them and the response I got was "hmmm that's weirdd...well there's nothing I can do about it". After a little back and forth I was told that I could send the whole DA and all accessories back and they would send me a new one. But I would have to pay for shipping both ways!!

I bought a BRAND NEW item and it was damaged. Why would it cost me to make it right? I honestly thought it wouldn't be a big deal to have the issue resolved. I thought Meguiar's Customer Service would be better than this. I'm pretty disappointed.

[Brian Hann]

Re: Damaged Meguiar's Duffle Bag

EveryLastDetail2,

One of our reps just brought this situation to our (management's) attention about 30 minutes ago. As he mentioned to you over the phone he was trying to get some help in finding the best resolution to your situation and told you we would be calling you back. We would appreciate a little patience in resolving the matter. Since your call about an hour ago the rep you spoke with has been searching the office for a replacement bag as we do not sell bags separately from buffers and we do not want to scrap a $175 machine to send a bag. You should be expecting a call back very soon.


*Requiring a defective product be returned before replacement is not an
out of the ordinary business practice especially considering the machine
was not purchased directly from Meguiar's.
*We have never charged a customer outbound shipping for a
replacement product under warranty.

[EveryLastDetail2]

Re: Damaged Meguiar's Duffle Bag

I did get a call back and was told basically the same thing except that I wouldn't have to send the whole machine back just the bag. The customer service rep also tried to say that ADS could have damaged the bag. Which I find nearly impossible considering Meguiar's packages the item. The box came sealed and the bag was in a plastic bag. I don't think throwing ADS under the bus was very fair. They receive the item boxed and it stays sealed I'm not sure how they could have damaged it.

*Requiring a defective product be returned before replacement is not an
out of the ordinary business practice especially considering the machine
was not purchased directly from Meguiar's.

That is what I would expect.

*We have never charged a customer outbound shipping for a
replacement product under warranty.

That's good, but this isn't a warranty issue. I was just told I would have to pay shipping. Regardless of whether it is outbound or inbound I feel I should not have to pay either. I already paid to have a NEW item shipped to me. Your rep told me it was "very common business practice" to have to pay the shipping. Is it also common business practice for Meguiar's to send out damaged items?

I paid for a NEW item. I don't understand why it will cost me more money now to get what I paid for.

[Brian Hann]

Re: Damaged Meguiar's Duffle Bag

We are taking this discussion offline.


EveryLastDetail2,

Just sent you a PM.

[EveryLastDetail2]

Re: Damaged Meguiar's Duffle Bag

Dispute resolved. Thanks Brian!