Help to Navigate 'Customer Care Specialists' Holding Pattern Tactic by a Corporate Furniture Company

LSandshoes on 12/08/2023 - 13:05
Last edited 12/08/2023 - 13:08

G'day folks,

I am attempting to resolve a matter with a international furniture company (based out of SG) which I purchased (2019) a 'premium' gaming chair (2020 Model) from.

All correspondence has been courteous, however, my kind requests to have the matter placed in the hands of management seems to go unnoticed, and what seems like scripted responses sent to me instead.

The reason for the matter to be made aware of by management and, for then management to answer to it, is because at the end of the day they are the decision maker and sit in a role of control and authority, and would be aware of any past or present latent defect claims and able to act accordingly.

Now, although the chair is out of 'warranty', I believe the chair has 'latent defect(s)' which can not be explained away (which the Customer Care folks are attempting to do) by attributing 'wear and tear' as the cause. I have referenced, in many emails, public posts by customers who have experienced the same fault within 3-12 months, which sparked my curiosity to look into the subject of 'merchant quality', then into the subject of 'latent defect'.

I believe I have a fair and reasonable expectation that a premium piece of furniture, which has been treated well, ought to last 5-6 years without this particular fault arising.
Especially not being a heavy user (weight or time) of the chair.

Also to note, the company has changed the manufacturing/design of the particular component of the chair after release of the model of chair I have. So now the components can be swapped out without supplying a larger assembly (either under warranty or not).

Would any one care to share any tips/tricks/strategies or insider knowledge that has worked for you, so as to break free from what I can only explain as a "Holding Pattern"
when attempting to resolve a matter not suited for Customer Care Specialists.

Thank you.

I have attempted to locate management email addresses, HQ email addresses, but have been unsuccessful

General Discussion

Comments

  • SBOB on 12/08/2023 - 13:19
    +13

    I believe I have a fair and reasonable expectation that a premium piece of furniture, which has been treated well, ought to last 5-6 years without this particular fault arising.
    Especially not being a heavy user (weight or time) of the chair.

    you bought a gaming chair, 4 years ago, from an overseas company? And they wont come to the table with some token out of warranty repair?
    I'd lower your expectations.
    Exactly how much was this gaming chair? and from what source/company did you buy it?

    The International Court of Justice may be your only hope.

    Would any one care to share any tips/tricks/strategies or insider knowledge that has worked for you

    is moving on and buying a new chair considered a trick?

    • Sandshoes on 12/08/2023 - 13:30
      -5

      Warranty is 3 years, so yes little out of the 'warranty' however, latent defect, from what I can tell, can still be claimed.

      Of course could purchase a new chair, but it is only 2 components of the chair that have the defect, the remainder of the chair is still good.

      • Typical16-bitEnjoyer on 12/08/2023 - 13:31

        Please confirm valued customer, did you order directly from the International Furniture Company and have the product shipped over from SG?

        • Sandshoes on 12/08/2023 - 22:52

          No, purchased from Australian branch which has an ABN :-) .

          • dmbminaret on 13/08/2023 - 10:30

            @Sandshoes: If purchased from Australian retailer, Australian consumer law applies. Difficult part here is invoking it. The ACCC does not investigate individual cases or complaints and fair trading in your state generally will do nothing also unless they have a swag of grievances.

            All you can do is quote and hope for the best, but given your contact is in Singapore, I doubt it will amount to much.

            Google reviews, trust pilot and product review sites allow you to report your experience.

            How long the warranty against defects applies
            Warranties against defects usually apply for a set amount of time. After the warranty expires, the consumer guarantee of acceptable quality usually still applies. This means that if there’s a problem with a product, the consumer likely still has a right to a repair, refund or replacement, even after the warranty period.

          • Typical16-bitEnjoyer on 13/08/2023 - 13:33

            @Sandshoes: Then you deal with the Australian branch only, duh. They are the only one with any possible obligation to you.

            No wonder they're telling you to piss off.

            • Sandshoes on 13/08/2023 - 16:02
              -2

              @Typical16-bitEnjoyer: the following is a reply i made to some one else.

              "I have attempted that, but I have a suspicion everything by way of public facing support and contact details is based in sg.
              It is smart business to do it that way. I give them credit for that." (copy and paste from one of my previous responses further down the page.)

              I am unable to locate contact details for a local corporate office, complaints, administration. Everything that is public facing seems to be routed via sg"

              Do you honestly think, that some one who has spent the time to write a post such as I have. Has bothered to use appropriate language, including punctuation, would not of done their best to search for local branch details?

              Also, I haven't been told to piss off; quite the contrary. A recent development as of this morning. Will update another time.

              • Typical16-bitEnjoyer on 14/08/2023 - 14:01

                @Sandshoes: I honestly think, that some one who has spent the time to write a post such as you have, has not bothered to consider the sg entity has no obligation to you and has no reason to even listen to you.

                • Sandshoes on 15/08/2023 - 17:13

                  @Typical16-bitEnjoyer: There is an obligation, regardless if you don't see it. You can't possibly be knowledgeable in all-areas of mercantile law as it relates locally and internationally.

                  I am not sure if it is a language barrier with you, or some bias you are holding on to.

                  Thankfully, you are not some one I had to attempt to resolve a matter with.
                  And, just so you know, my correspondence with the furniture company has proved successful as they have sent replacement parts.

                  • Typical16-bitEnjoyer on 15/08/2023 - 17:29

                    @Sandshoes: Language barrier, oooh nice burn. Shame it was copying your post that you've taken issue with.

                    Congratulations anyways.

                    Not an issue now, but would have loved to see you legally enforce an 'obligation' from a third party overseas holding entity, and do that for less than the costs of the parts you were seeking ;)

                    • Sandshoes on 15/08/2023 - 17:59

                      @Typical16-bitEnjoyer: "I am not sure if it is a language barrier" wasn't meant to be a 'burn', but rather a presupposition in an attempt to find out if and why your comments seemed to be slanted a specific way which was not helpful to the matter in hand.

                      I've worked in the service industry my entire life, and I carefully examined this matter before seeking it to be resolved through management.

                      I suppose, at times, it is easy is to label some-one a 'Karen' or time waster without analyzing the language they use, and the possibility of some information being missed or withheld in the first post.

                      There is allot of persistent folk behind the scenes that bring, for example, car companies to task and participate in national recalls. Some folk, on first blush, would tell them they are wasting their time, and Company has no obligation to them. But after a period of time their work has proven successful.

                      It is neither fair nor right for a company to know they have a product which has a defect after it has been released to market, and not let customers know and try to remedy it. Corporate profits ought not to trump what is right, despite if you can get away with it or not.

                      • Typical16-bitEnjoyer on 15/08/2023 - 21:06

                        @Sandshoes:

                        It is neither fair nor right for a company to know they have a product which has a defect after it has been released to market, and not let customers know and try to remedy it.

                        Do us all a favour and make sure to stay away from AliExpress and BangGood :)

  • Typical16-bitEnjoyer on 12/08/2023 - 13:24
    +3

    Would any one care to share any tips/tricks/strategies

    Move on. Buy a new and different chair.

    • Sandshoes on 12/08/2023 - 13:31

      Fair call, however, for the most part the chair is still functional, only 2 components are faulty.

  • brendanm on 12/08/2023 - 13:24
    +7

    Lmao

    • Sandshoes on 12/08/2023 - 13:31

      i know :-P . However, no harm to asking the community :-)

      • brendanm on 12/08/2023 - 17:39

        How many hours have you spent chasing this up?

        What is the actual problem with the chair?

        • Sandshoes on 12/08/2023 - 22:38
          -2

          Approximate time consumed on correspondence would be 2hrs. Which at the moment the value of my time has cost more than the parts.

          The arm rests have, what I believe, a latent defect. Now, I don't agree it can be explained away with "wear and tear" because other folk who have purchased exact same chair and other chairs similar have experienced the same fault however within the warranty period, and have explained how poor customer support is.

          I know it may seem like a waste of time and a costly exercise. But it seems the Corpos get away with far to much as we tend to bend the knee far to many times.

          • brendanm on 12/08/2023 - 22:54
            +1

            @Sandshoes: What is actually wrong with the arm rests? Lots of these sorts of things can be fixed yourself, likely in less than the 2 hours you've spent.

            It has nothing to do with bending the knee, you are not only way out of the warranty period, you purchased it from overseas, so have no Australian legal protection. You have no leverage at all.

            • Sandshoes on 12/08/2023 - 22:59
              -1

              @brendanm: Chair purchased from Australian branch which has an ABN.
              Chair is still able to be used, however, if the split along the seem of the arm rests continue over time then the possibly integrity issues which will result in armrest not being able to be used.

              All I am trying to do is raise a latent defect issue with some one at the company who has a position of power and authority and can make the decision if it is what I say it is or not.

              I've worked in customer support for most of life, and 1-2-3rd level support do not have the capacity.

              Maybe I am asking to much in this current world. lol.

              • brendanm on 12/08/2023 - 23:01
                +1

                @Sandshoes: If you purchased it from an Australian company, why on earth are you dealing with the manufacturer in Singapore? How much was this chair? Is this simply fabric that is starting to split at the seam after 4 years of use?

                • Sandshoes on 12/08/2023 - 23:10

                  @brendanm: "I have attempted that, but I have a suspicion everything by way of public facing support and contact details is based in sg.
                  It is smart business to do it that way. I give them credit for that." (copy and paste from one of my previous responses further down the page.)

                  I am unable to locate contact details for a local corporate office, complaints, administration. Everything that is public facing seems to be routed via sg.

                  The chair was almost $700 discounted from $779.00.

                  armrests are made from a soft molded rubber/plastic.

                  With some research and study and a bit if skill applied could possibly do a patch job.

                  However, the managing director or whomever, may say "Oh yes, i remember we did have latent defect with that particular product line. Please accept with our complements replacement armrests. Thank you. ".

                  • brendanm on 12/08/2023 - 23:23

                    @Sandshoes: $700 for 4 years, you have no hope of getting anything more out of anyone. Call the vinyl doctor, have it fixed, will probably be $100, and move on with your life.

  • Hybroid on 12/08/2023 - 13:39

    They’re under no obligation to provide you with any support or replacement parts if they do not wish to out of goodwill. Save your time and blood pressure and let it go. If they happen to randomly respond positively some day, then bonus.

    “Latent defect” is a legal term. You have no legal coverage here on a Singaporean company.

    • Sandshoes on 12/08/2023 - 22:28

      The company carries out business here in Australia, and also has an ABN.

  • freefall101 on 12/08/2023 - 14:01
    +8

    The reason for the matter to be made aware of by management and, for then management to answer to it, is because at the end of the day they are the decision maker and sit in a role of control and authority, and would be aware of any past or present latent defect claims and able to act accordingly.

    This is the longest "I want to talk to the manager" Karen speech I've ever seen.

    Try find the broken bits on ebay and move on. "Management" are going to do what I do with any email that has no impact on me or my job. Delete it.

  • 7ekn00 on 12/08/2023 - 14:03

    "Gaming Chairs" are all made by one or two chinese companies with the ability to add customised external logos :/ Doubt the retailer can/will do anything about any issue no matter how high up the managerial chain you think you deserve to talk too :/

    Good case for research prior to purchase and a general sense that anything labelled "gaming" is just a value add marketing term - and any good quality "office chair" will do just as well and most of the time better than anything marketed as "gaming" :/

    Not that hard to research: https://www.youtube.com/watch?v=9Yhc6mmdJC4

    Another Example: Target generic keyboard - $10, Target generic "gaming" keyboard - $20 (but appears exactly the same)

    • Sandshoes on 12/08/2023 - 22:25
      -1

      Your tone "no matter how high up the managerial chain you thin you deserve …" is a bit off dude.
      You seem to be missing crucial element of the matter which is one of latent defect (essentially I don't believe the product goes the distance of merchant quality).

      Therefore, at times, it would be fair and reasonable to presume that some matters are out of the scope of Customer Support Specialists.

      Not sure why you are telling me to do my research when you provide me with a link to a video created after the purchase of the chair?
      Are you attempting to diminish me?

      • 7ekn00 on 12/08/2023 - 22:39
        +1

        LOL think you attitude is a bit off dude ;)

        It was your fault you bought a dud, could have just googled "gaming chain scam" before you bought it from a foreign company …

        You seem to think you are owed something, but guess what, you took the risk of buying from a foreign company because it was "cheap" ;)

        This is a perfect example of entitlement, lack of initial research and falling for "gaming" marketing :/

        • Sandshoes on 12/08/2023 - 22:44

          You are making allot of assumptions, and you are outright wrong. When called out on it, you are trying to flip it around on to me. Your conduct is poor.

          • The chair wasn't cheap. (I am actively not mentioning the company. They are a very prominent supplier of equipment within the gaming community);
          • Chair purchased from Australian branch which has an ABN.

          I suspect it is not your first time lashing out at people online.

          • 7ekn00 on 12/08/2023 - 22:47
            +1

            @Sandshoes: LOL, what were you expecting by leaving out details like faults?

            You were expecting people to just ESP or guess the correct answers without assumptions?!?

            Guess who started the post without details and is now whining about assumptions - add that to your list of entitlements ;)

            • Sandshoes on 12/08/2023 - 22:50

              @7ekn00: 'latent defects' is written in my original post, along with 'premium chair' 'premium piece of furniture'.

              Okay, so, with that out of the way, lets move on past this, shall we? :-) . lol.

  • Mechz on 12/08/2023 - 15:37
    +1

    Try your luck on social media.

  • bobbified on 12/08/2023 - 21:05

    I believe I have a fair and reasonable expectation that a premium piece of furniture, which has been treated well, ought to last 5-6 years without this particular fault arising.

    Your 'expectation' (reasonable or not) doesn't mean anything. The warranty is period is over and here's no consumer laws that applies to an international transaction (like we have here in Australia).

    Go buy yourself a new chair.

    • Sandshoes on 12/08/2023 - 22:20

      Firstly, from my understanding, if some one purchases a product that has latent defect, then regardless of warranty the supplier/manufacturer can be made obligated to remedy such defect.

      As I mentioned, but seems to be overlooked by most folks, other customers have purchased the chair and shared their experience with the defect within 3 months of use.

      Secondly, chair was purchased via the company's Australian store. And despite being in Singapore they conduct business here in Australia.

      • bobbified on 12/08/2023 - 22:51
        +1

        Secondly, chair was purchased via the company's Australian store.

        If that's the case, why are you dealing with the manufacturer overseas? You deal with the Australian store and the local laws apply.

        • Sandshoes on 12/08/2023 - 22:54
          -1

          I have attempted that, but I have a suspicion everything by way of public facing support and contact details is based in sg.
          It is smart business to do it that way. I give them credit for that.

          • bobbified on 12/08/2023 - 22:55
            +1

            @Sandshoes: If the company is registered in Australia, then the local laws apply - regardless of where the actual operations are.

            • Sandshoes on 12/08/2023 - 23:01

              @bobbified: totally agree with you man. So, got any advice on how to change course and outta the holding pattern :-) . hahahaha

              • bobbified on 12/08/2023 - 23:13
                +1

                @Sandshoes: I have to be honest though. If they've setup a shelf company here and there's actually nothing but a shell, you probably won't get anything out of them.

                I would seriously consider just f'ing that chair off and getting a new one. Invest in a proper office chair rather than a fancy gaming one. They don't look as flashy, but they're built to last. The one I got comes with a 12 year warranty.

                • Sandshoes on 12/08/2023 - 23:16

                  @bobbified: Will definitely do that next time.
                  This was the first chair I have purchased, was a major upgrade from milk crates and super basic chairs. And, for the most part, the chair is alright, no complaints. It is just this, what I believe to be, latent defect with the armrests. And i am doing my best to see if I can get them replaced.

                  Here is to hoping, hey!

                  • bobbified on 12/08/2023 - 23:20

                    @Sandshoes: Did you get a Secret Lab one? I looked into the gaming chairs myself before because they looked comfy, but the quality and materials were just not the same as the proper office chairs.

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