Thread: Wanstalls' Warranty Procedure sucks. Update

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tinymike66

tinymike66

CGN Regular
EE REVOKED
Location
Hamilton, Ontario
On Feb 2, of this year I started the thread that is listed in the title
The tread got some good and bad attention and quick replies from Wantsatlls.
Some were bashing me and others supported me.

My biggest issue was how I was dealt with as a customer and communication.
the firearms retail scene is slow and has a too Bad, it is what it is attitude when dealing with us buyers.

I didn't realize that we don't get the same treatment as most retail buyers and that because of the nature of product, its a shut up and suck it up
industry.

So last post was that the issue would be resolved and that the customer would be satisfied, then my thread was locked out !!!!

My E mail to Wanstalls Warranty Feb 11, 2016:

Hello. This got heated with my post on CGN...all I wanted was other peoples experiences.
Unfortunately I still am unsatisfied that it takes almost a month just to get it looked at.
If deemed defective then that means a new gun will be issued?
So thats potential week to two of transfer time from cfo....then another week or more to ship, then anywhere from two to 4 weeks for my registration to come in. So possibly end of April maybe even may before I can shoot it.
I would rather just have a full refund and invest in something else. .
Mike


Wanstalls Reply Feb 15, 2016:
Mike,

The gunsmith that takes care of repairing these pistols has been really busy this past while but he will be taking a look at it this week & we will be able to update you with an answer next Monday as to the progress on your warranty claim.

Kevin - Wanstalls



No mention or acknowledgement of me wanting a refund if firearm was truly defective and that I was within my 30 days.


On Feb 23, 2016 I received this from Wanstalls Warranty:
Michael,

An update on your North American Arms Mini-Master warranty claim. We have transferred your old warranty gun back under our name & we initiated a transfer for a new Mini-Master with the CFO. Once the new pistol transfer is approved, we will ship your new gun to you.

Kevin - Wanstalls Warranty


That's great for someone who is satisfied and wants another NAA Mini Master.

Here's the problem. I am not a satisfied customer with this product. My experience has left me not wanting one or supporting the product.
I had asked for refund and that was totally ignored and not even acknowledged, Instead they transferred old gun back to them and initiated a new transfer with CFO for new gun.

Question? Was my request for refund not read or was it ignored?


Here's Wanstalls statements on their website:

"All refunds or exchanges will only be issued within 30 days of the original sales date for items in their original unopened package. Refunds are subject to a 10% restocking fee. All sales on discounted items are final. Deposits are non-refundable but can be transferred towards another available product. Special order items are non-refundable and non-transferable and may be subject to currency surcharges. Ammunition, primers and powder cannot be returned. No refund or exchanges for used firearms and merchandise. All return shipping costs are the responsibility of the customer, with the exception of incorrect or defective items."


"In appreciation for your business, and to demonstrate our confidence in the products we sell, your purchases at Wanstalls Online comes with 100% Satisfaction Guarantee. We want you to be completely satisfied with your Wanstalls Online experience. The Wanstalls 100% Satisfaction Guarantee is our ongoing promise to you that we will do whatever it takes to make sure that you are totally satisfied with what you purchase from us. Wanstalls believes and supports the Hunting and Firearm community very strongly and hopes to provide everyone with the best experience possible."
 
Did you open the package, or use the firearm? I think the 30 day refund is for unopened if I read correctly. Maybe try phoning instead of email. I'd suggest walking in but I see you are in Hamilton.
 
Not sure what happened there. Last year I bought a rifle from Wanstalls and it was very problematic , they paid for return shipping and issued me a full refund. And last fall I pay the full amount on a RPR , pre-order. When the pre order was delayed , up on my request , a full refund was issued. So I've had good experiences with Wanstalls. But I do see your point, once your done , your done. And I see no argument as to why a full refund has not been issued. It says 30 days, and the reason you want a refund , shouldn't matter.
 
All returns require UNOPENED packaging. Its not an uncommon practice. Go try and return an opened DVD or Xbox game...

Sorry bud, but it clearly states you are not eligible for a refund. They *might* still be willing to do it, but expect to pay a 10% restocking fee if they do.
 
Suther said:
All returns require UNOPENED packaging. Its not an uncommon practice. Go try and return an opened DVD or Xbox game...

Sorry bud, but it clearly states you are not eligible for a refund. They *might* still be willing to do it, but expect to pay a 10% restocking fee if they do.
Click to expand...
I purchased a $1000 scope last summer, took it home, looked at it a few times, decided I didn't like it, bought it back and got a full refund. But I do spend a few bucks at the store:)
 
Suther said:
All returns require UNOPENED packaging. Its not an uncommon practice. Go try and return an opened DVD or Xbox game...

Sorry bud, but it clearly states you are not eligible for a refund. They *might* still be willing to do it, but expect to pay a 10% restocking fee if they do.
Click to expand...

So how do you tell that an item is defective if you dont open the package. That policy becomes mute on a defective item. If you simply just changed your mind i get the policy but otherwise its a ridiculous.
 
Basically, you can only return it if you have a case of buyers remorse, or if you received a duplicate as a gift.
Because how else can you come to the realization that you are not satisfied with the item without opening it and holding/looking at it...? The customer is kind of hoodwinked with that one.

The non return of opened DVDs and other media is a long standing policy by retailers and is in place for entirely different reasons.
 
First off the box is not sealed. Second how would I know if it was defective o not without trying it.
Third? restocking fee for a gun they are sending back to NAA and NAA giving them a new one to sell?
Does anyone on here no longer believe in customer satisfaction?
Have we all just accepted that retailers get to do what ever with no consequences?

Wow, a lot of pushovers out there.
These products are worth up to a week or weeks of someone's hard earned money, but I guess we shouldn't have to worry about it.
Interesting to see the mentality now a days.
 
You got a defective item and it's being replaced. I don't see the problem.

Since you just got this email today:

On Feb 23, 2016 I received this from Wanstalls Warranty:
Michael,

An update on your North American Arms Mini-Master warranty claim. We have transferred your old warranty gun back under our name & we initiated a transfer for a new Mini-Master with the CFO. Once the new pistol transfer is approved, we will ship your new gun to you.

Kevin - Wanstalls Warranty

What did they say when you called them after the Feb 15 email and discussed a refund?
 
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You start a thread complaining in a dealers forum and it gets locked. So you create another one? Airing out your frustrations in a dealers forum isn't going to help your cause. Have you actually picked up the phone and talked to anyone? Anyway....

boom-in-before-the-lock.jpg
 
Gatehouse said:
You got a defective item and it's being replaced. I don't see the problem.

Since you just got this email today:

On Feb 23, 2016 I received this from Wanstalls Warranty:
Michael,

An update on your North American Arms Mini-Master warranty claim. We have transferred your old warranty gun back under our name & we initiated a transfer for a new Mini-Master with the CFO. Once the new pistol transfer is approved, we will ship your new gun to you.

Kevin - Wanstalls Warranty

What did they say when you called them after the Feb 15 email and discussed a refund?
Click to expand...



Their reply to refund was never communicated to me. Either they didnt bother reading my email or just ignored it
 
weasel1 said:
You start a thread complaining in a dealers forum and it gets locked. So you create another one? Airing out your frustrations in a dealers forum isn't going to help your cause. Have you actually picked up the phone and talked to anyone? Anyway....

boom-in-before-the-lock.jpg
Click to expand...

If you read my last thread... I mentioned I called 3 times.
 
Mike have you talked to the owner since your last email? When I'm looking for a refund I want to actually talk to a person who has the power to do a refund. That way everyone is clear. I don't trust emails or texts, so easy to say it was missed.
 
tinymike66 said:
First off the box is not sealed. Second how would I know if it was defective o not without trying it.
Third? restocking fee for a gun they are sending back to NAA and NAA giving them a new one to sell?
Does anyone on here no longer believe in customer satisfaction?
Have we all just accepted that retailers get to do what ever with no consequences?

Wow, a lot of pushovers out there.
These products are worth up to a week or weeks of someone's hard earned money, but I guess we shouldn't have to worry about it.
Interesting to see the mentality now a days.
Click to expand...

I'm not a pushover, but I can read.
The statement from Wanstalls above does NOT offer you a refund. Not in your specific case. You opened a package and found it defective.

Here's a lesson in basic law for you: a product sold must be fit for the purpose for which it was intended. If not, then the vendor must offer a remedy to "make you whole". That's repair, replace or refund. YOU don't get to choose. They do.
If you still think that the remedy is inadequate then you can start an action in the Prov Court of BC.
Or let Wanstalls take care if this, chalk it up to a disappointing experience, and get over it.

Please lock this thread down.
 
weasel1 said:
You start a thread complaining in a dealers forum and it gets locked. So you create another one? Airing out your frustrations in a dealers forum isn't going to help your cause. Have you actually picked up the phone and talked to anyone? Anyway....

boom-in-before-the-lock.jpg
Click to expand...

in todays internet based commerce, most ppl usually communicate by email, that way they have a paper trail as a backup......with a phone call you have no backup or basis for recourse whatsoever.......
that's the reason most ppl email......and not call :)

but you still get the "why didn't you call?" comments on every thread like this....sigh
 
slim123 said:
in todays internet based commerce, most ppl usually communicate by email, that way they have a paper trail as a backup......with a phone call you have no backup or basis for recourse whatsoever.......
that's the reason most ppl email......and not call :)

but you still get the "why didn't you call?" comments on every thread like this....sigh
Click to expand...

You could connect a digital recorder to your phone line.
 
slim123 said:
in todays internet based commerce, most ppl usually communicate by email, that way they have a paper trail as a backup......with a phone call you have no backup or basis for recourse whatsoever.......
that's the reason most ppl email......and not call :)

but you still get the "why didn't you call?" comments on every thread like this....sigh
Click to expand...

Because phone calls are more effective than emails in many cases. People are so damn scared to use a phone these days when often resolution is just a phone call away.

But Okay, he had a week to discuss with them about a refund, did he email about it?
 
(playinghooky) yep...you could...but... REALLY?.....why go thru such cost and hassle....... when you can simply email?

In my job, email is EVERYTHING, its to cover your butt......and if the client refuses to answer an email..then something is fishy...and you don't proceed......period.
 
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