Cardo Support - Kinda blows

[KenC]

Forum Sponsor

I've had a Cardo G4 for many years and it just always worked, step back a few months ago while planning a 4 day Algoma trip with 2 other riders and we decide to all get Packtalks, 2 bolds, and 1 slim (mine).

Hit rain the 2nd day in unit dies and is dead for 1.5 days (while it drys out I guess).

After that it's all good again, so moisture issue, shouldn't be and issue get a warranty replacement, after all it's 2 months old without a scratch.

A week of back and forth emails, support wants to know:
Does it turn on, what are the LED status lights, what version of firmware, send pictures...etc...why ??? it's a F'in moisture issue.

Finally just called in, they're like, yeah you should get a replacement...but I gotta ship mine first, then wait on the new unit, so you're basically left without a unit for days/weeks ?

I feel with the unit being so new they should just preship, f'in drama.


end rant...

 

[Lightcycle]

I totally understand your frustration, you've paid good money and now you're out a product plus time. Unfortunately this is SOP for RMA to prevent fraud.

The other way they could've handled it is to charge your credit card with the cost of a new unit and refund it upon receipt of the original unit. That way it would have minimized your downtime.

 

[KenC]

The other way they could've handled it is to charge your credit card with the cost of a new unit and refund it upon receipt of the original unit. That way it would have minimized your downtime.

^ would have loved that option

 

[Jampy00]

I had a similar experience with my cell phone provider.
Bought a new phone, received it and once held immediately realized I did not like it.
As they have a 30 day return policy on new phones, I sent an email and received instructions to ship it back via Canada Post.
But no return address, just a barcode for the post office to scan.
As I can ship from my office, I emailed again and asked for the address to ship via Purolator.
They replied it HAS to be shipped back via Canada Post and they do not provide a shipping address under any circumstances.
So slightly inconvenient, but the policy is as much to protect the business as it is to give the customer some options. (even if they are limited)

 

[caje]

That sucks. When will these companies learn that good customer support = more sales.

I just had the complete opposite experience from Quadlock. Bought a mount a couple months ago which came with three spacers to fit different size handlebars...since I wasn't anticipating changing motorcycles so quickly, I was careless and lost one of them...the exact one I need for my new bike.

Sent them an email asking if I could just buy the one spacer, and they said they don't sell individual parts but would send me one for free as a "warranty" replacement, despite the fact that there was no defects, I just lost the piece I needed.

They've won my business going forward.

 

[Jampy00]

That sucks. When will these companies learn that good customer support = more sales.

I just had the complete opposite experience from Quadlock. Bought a mount a couple months ago which came with three spacers to fit different size handlebars...since I wasn't anticipating changing motorcycles so quickly, I was careless and lost one of them...the exact one I need for my new bike.

Sent them an email asking if I could just buy the one spacer, and they said they don't sell individual parts but would send me one for free as a "warranty" replacement, despite the fact that there was no defects, I just lost the piece I needed.

They've won my business going forward.

Quadlock is amazing - could be to lower overhead costs as all sales are online.
Along with my now returned new phone I ordered a new Quadlock case and need to return that as well. Totally my fault.
They provided clear return instructions and quick replies.

 

[Lyndsay]

That sucks. When will these companies learn that good customer support = more sales.

I just had the complete opposite experience from Quadlock. Bought a mount a couple months ago which came with three spacers to fit different size handlebars...since I wasn't anticipating changing motorcycles so quickly, I was careless and lost one of them...the exact one I need for my new bike.

Sent them an email asking if I could just buy the one spacer, and they said they don't sell individual parts but would send me one for free as a "warranty" replacement, despite the fact that there was no defects, I just lost the piece I needed.

They've won my business going forward.

Yes, good service definitely garners repeat business, or at least good word of mouth. I dropped my Shark Evoline helmet on the chin-bar and the small triangular piece with the vent cracked. I could patch it and glue it back on, but it wouldn't function if I did that. I sent an e-mail explaining the problem and asking if I could buy the piece, didn't even care if the colour matched. They just responded with a request for a mailing address and that was the last I heard of it for a few weeks and I thought "well, I tried". Then a parcel arrived and there was the piece, in the correct colour. Definitely will buy their products again.

 

[Evoex]

Quadlock is amazing - could be to lower overhead costs as all sales are online.
Along with my now returned new phone I ordered a new Quadlock case and need to return that as well. Totally my fault.
They provided clear return instructions and quick replies.

There’s a universal quadlock mount you can adhere to the back of any case FYI.

Buddy has it, doesn’t add too much thickness to the case.

 

[KenC]

I guess I gotta take the good with the bad, I recently snapped a 1/2" Stanley ratchet and mangled a 3/8"as well (same day), emailed them with warranty questions/concerns, they asked for model info, shipped me even better ones for free.

 

[Max527]

Yeah, that's unfortunate. I'm very happy with the freecom 4 I have but that's how warranty and replacements work with any company. Send first, receive replacement, etc... Or just buy a new one and sell the replacement.

Forum Sponsor