Carba-tec trouble

[brinesharks]

I was disappointed recently with Carba-tec here in Melbourne. I buy fairly regularly from them and so I thought they were ok. however...

My wife surprised me with a work bench (economy model) from Carba-tec for a Christmas present. I put the bench together over New Years. It was packed quite well with the entire thing shrink wrapped and padded. I did notice when I opened it that one of the vice screws was corroded. I brushed this off, greased the threads and happily kept assembling. Later, I was disappointed to find that several pieces of timber looked like the grain had opened up and cracks were starting. I checked the packaging - the desiccant was in there.

I contacted Carba-tec by phone (it's an hour and 15 away from me and the bench weighs 75kg). The person who I spoke to said they didn't know what had happened but would look into it. A week goes by and nothing. Ring back, speak to the same person who says it's 'with the boss'. Two weeks go by, nothing. I ring back and get told that the boss had tried to call me but couldn't reach me. Apparently the staff member hadn't copied my number down properly. Although I am on their mail out list! I then went into the store to buy other tools and spoke to the staff member about the work bench. Apparently it was still with the boss. I asked to speak to the boss but he was 'too busy' and was dealing with something else. I waited in the store for nearly 40 minutes but no boss. The staff member then said to me that they don't generally deal with complaints unless the customer 'makes a fuss'. So, my polite and reasonable approach was obviously not working.

I have since called back and they haven't heard of the problem. So I'm pretty angry by now. Carba-tec seem to charge premium prices but give budget service (or no service really).

To cap things off, the warm weather has seen the timber shrink significantly. The side vice no longer works as the gap in the timber (two different boards) means the vice can't close against a flat surface, hence it won't hold anything wide. If I hadn't expected to return the bench I would have sealed it to prevent deterioration but I think seeing as it seems to have been damp when I got it, there was little I could do.

So, what do people think I should do? I feel like returning the bench through their front window. But I don't think they refund my money that way!

[weisyboy]

go make a fuss then.

[Sturdee]

So, what do people think I should do?

As Weisyboy says go and make a fuss and maybe take your complaint direct to their Head office in Brisbane as Melbourne is only a branch of their company.

Peter.

[Afro Boy]

I agree - make a fuss. I find that if you bug them enough (phone, email, block the doorway) they eventually do come good. It's unfortunate but stick at it and don't let up at all.

[weisyboy]

stand at teh counter and complain to all the customers about it. that noramly works.

[bsrlee]

Carbatec stores are all franchises now, so contacting Brisbane will achieve little, although someone might look at this discussion & have a word to them about lowering their reputation.

My suggestion:
1) Get in contact with your local consumer watchdog department - in NSW it is called 'Fair Trading', don't know about Victoria, but they seem to change names regularly. Get any brochures you can get on your 'rights' and complaint procedures.

2) Write a polite but firm letter to Carbatec Melbourne, pointing out the defects in the bench - rust, split/checked/defective timbers, etc. Don't bother mentioning anything about you offering to fix it yourself - the bench is basically defective & unsuitable for any purpose except firewood. Keep a copy of the letter, and make records of any future contact with them.

Include dates and names or people spoken to if possible & times you have rung seeking a resolution and the run around you have received, the date you attended the store and how long you waited.

By this stage you will have to have decided if you want a new bench or a complete refund - in most states you have the right to repair, replacement or refund on defective products, and that MUST come from the end seller/retailer, they cannot fob you off & tell you to go see the distributor/manufacturer, that is THEIR problem.

3) If the above gets nowhere, then go back to Fair Trading & start a dispute, issue whatever paperwork is required & give them a cheap legal kicking.

4)If you still don't get anywhere, put the thing on a trailer with a big sign about what a P.O.S. it is & park outside Carbatec when they are having a sale

[brinesharks]

Thanks for the responses. It's annoying that the products I want are only really available in Aust from Carba-tec. I like to support Aust businesses but I think I'll try mail order from now on.

bsrlee - thanks for the detailed response. It's consumer affairs in Vic. I have contacted them in the past. They're good with rental issues - got good advice. For retail stuff they don't seem to care a great deal. I assume if it's a clear rip-off ('miracle' cures etc) they'd act.

I might just use up some of my precious spare time (it's my woodworking time!!!) and take the bench back. I'll just take it into the store and see how long it takes them to refund. I don't even mind if it's store credit, just want it resolved.

[journeyman Mick]

Send them an email, detailing the steps you have taken to try to resolve the problem and include a link to this thread, suggesting that perhaps they'd like to resolve the issue in the interests of their reputation. I did the same when I had problems with Metabo and had almost instant results.

Mick

[toolbagsPLUS]

I was disappointed recently with Carba-tec here in Melbourne. I buy fairly regularly from them and so I thought they were ok. however...

Hi brinesharks, I too live about the same distance from the nearest store (Brisbane) but have never had any problems returning items for a full no questions asked refund. Just ask to speak to the store manager. Other bonus is you can always spend time looking around at other stuff you may end up buying. Last week they more than matched prices with the Hare and Forbes 3 day sale. Don't give up on 'em to early.

Cheers

Steve

[DJ’s Timber]

Carbatec stores are all franchises now, so contacting Brisbane will achieve little, although someone might look at this discussion & have a word to them about lowering their reputation.

Don't believe that this is true.

Brisbane, Melbourne and Adelaide are all under the same group with Brisbane as head office. Whilst the rest of the stores are franchises.

[Afro Boy]

Correct. I spoke to a guy in the Brisbane office last week and he said that they had centralised a lot of their dispatch and marketing type functions, but sales are still managed by each individual store.

[bobsreturn2003]

if you can show them the bench . they should help you out . but im unsure if you have let them see it ? most people will just go away if they have a problem ,you need to show them you are serious and have defective goods. and insist something is done or you will see consumer affairs . quiet and firm is the way to go , good luck

[nz_carver]

4)If you still don't get anywhere, put the thing on a trailer with a big sign about what a P.O.S. it is & park outside Carbatec when they are having a sale

hell yes go nut give it to them

you didnt pay for 1/2 or 1/4 of a bench
dont take it stand up let them know for once the little man will not put up with there bad ways!!!

i to have had run ins with them buit i sead somethink and now its al sweet
at the end of the day if you dont say somethink they will not know

[Ashes]

If it isn't too much problem, I'd dissasemble what I could easily and return it to them at your convenience. I'd say you would get their attention as you brought the pieces into the store and placed them on and in front of their counter.

Good luck, shouldn't really be a drama!!