What Is A Warranty Worth?

[MrBrad]

I've had a couple of items that had to go back for repairs.

An overstuffed chair that matched my couch arrived broken on delivery. An internal wood support was obviously broken.

I refused it on delivery, and they took it back for repairs, saying it would be about a month before I'd see it again. Well, it had to be sent to Bangkok, and the month became 10 weeks, and I was beginning to wonder if I'd ever see my chair again. This was not exactly a warranty situation, and maybe I should have had it repaired here in Chiang Mai at my own expense.

Then came the lawn mower problem. It's a small electric unit, made in this country. Since this could involve naming and shaming--which is so needed for the benefit of readers here--I will refrain; you can send me a private message if you want. I didn't really pay a lot for the mower, just under 3,000 baht. It worked well for a couple of months, but the last time I wanted to mow with it, it just made a humming noise; the motor was getting juice, but for some reason wouldn't turn the blade.

So I called the manufacturer in Phuket, and they told me to return it to the store where I purchased it. When asked how long it would take for repairs, they said about two weeks...they'd give me priority attention. (That was on March 14.) They even gave me the name of their service man. Sounded good, although I thought that 2 weeks was excessive since their repairman was right here in town.

Anyway, I took the mower back to the store, and the repairman said it would have to be sent to Bangkok, and it may take a month! I immediately called the customer service people in Phuket to ask about the discrepancy in the time needed for repairs. The Phuket boss wanted to speak with their repairman here. They talked for a few minutes, and when I got the phone back I was assured that they would do a rush-job for me. It will be done in two weeks. But they couldn't tell me how I was to cut my grass in the interim; not their problem, obviously.

So another week passed, and I called the Phuket home office to inquire. After a few minutes on hold I was told that the mower was in Chiang Mai. Super!!! Done? NO, it hadn't even left town yet!

I got on the cycle and headed for the local store to find out what's going on. Yep, it's still here, but it will be sent tomorrow morning, I was told. Now they tell me to expect as much as 8 weeks more for it to be repaired. [Did the shit hit the fan? Did Rose Kennedy have a black dress?]

So yet another week passed and I went back to the store for my weekly lie. The mower is in Ayuthaya. On the way back to Chiang Mai? Don't be silly; it hadn't reached Bangkok yet.

That was six days ago. Who the hell knows when I will see the mower again? They now promise that it will be back in Chiang Mai on next Thursday, the 12th, or was it that it will leave Bangkok on the 12th?

Again, I would have been much better off getting it fixed locally at my own expense. In the meantime I've been cutting the grass by hand using trimming shears. What a laborious undertaking. Nobody in the neighborhood has a mower or even a weed whacker.

Bottom line is: If at all possible, know what you expect from the warranty, and try to get a firm timeline for repairs.

[merijn]

Interesting experience.

But I think I don't understand it complete, Do you blame the shop that you can't cut your grass?

Are you expecting that the sales shop are mowing your grass while your cheap mower is getting repaired.

Maybe they do it where you come from but in my home country not one shop is doing this for you.

[Beetlejuice]

I know this should be obvious but just in case people forget, this is Thailand, the land where promises and guarantees don’t mean, Bo Diddly. And providing everyone keeps this in mind, you won’t be disappointed.

In the past I have trashed loads of stuff that gave up on me after only a short time of usage or service and must have blown thousands of bahts over the years on crap goods. When anything is purchased here it really is the luck of the draw and I began to accept this many moons ago.

As far as I’m concerned I cannot be bothered returning any faulty goods under a so-called guarantee back to the store. Just not worth the effort and stress involved.

My advice is; don`t bother, put it down to unavoidable losses and hope that the next lot you buy won’t let you down.

Welcome to Thailand.

[hellodolly]

It cost more but I tend to try to get higher quality goods. I have had electric mowers in the past and learned to not expect a long life out of them especially cheap ones.

By the time you get it back you will have spent more on wear and tear on your bike plus fuel than if you like you say had it done yourself.

[MrBrad]

Indeed, it is a frustrating experience. But then, of course, I should be responsible for my own feelings.

And, yes, I have learned that the warranty means just about nothing. A couple of weeks ago I was actually pricing other models, those made in Japan, Germany or the USA. And, at one store I would have bought one on the spot if they had had on hand the model I wanted. I suspect I will still opt for something of much better quality.

So why wait? I'm off to get a Black and Decker today. Thanks for the push.

[ignis]

Sadly one superstore in Thailand is no longer here....... when there were here 2 electric items bought there stopped working within a few days, both time took the item back and they were replaced with a new one on the spot...

Over the years many item have failed within a few weeks, taken them back and wait, it appears that 4 - 6 weeks is normal, as for getting a local repair man to repair is always the problem will it need a part ? will he be able to get the part ?

One product I can name is HP as no local repairman can repair HP always has to be returned to HP, bought a Office machine all in one, within weeks had to be returned, 7 weeks later was replaced with a brand new one, sadly only lasted a few weeks, well within the year it had been replaced/repaired 5 times, now it is the box upstairs and has not worked for some months, will it be a waste of money to pay to have it fixed for a few weeks ?

Bought another pump for the pond not cheap over 4,000 baht lasted 3 days, took it back, 3 months on still not got it back !!! OK I have already got 5 in the pond but that is not the point.... oddly 2 cheap big pumps made in China still work perfect 24/7 and over 4 years old, one would expect a named good brand to be better......

[MrBrad]

One happy camper here. I went out and paid 4,600 baht for a Makita mower at Nana Machine http://g.co/maps/kgjg5, the most complete tools store in the north of Thailand. They tell me that if there should be a problem they can repair it in their shop right here in Chiang Mai.

Thanks again for the encouragement. I'll chalk up the expense as "Tuition" i.e., learning how to survive in Thailand.

[hellodolly]

One happy camper here. I went out and paid 4,600 baht for a Makita mower at Nana Machine http://g.co/maps/kgjg5, the most complete tools store in the north of Thailand. They tell me that if there should be a problem they can repair it in their shop right here in Chiang Mai.

Thanks again for the encouragement. I'll chalk up the expense as "Tuition" i.e., learning how to survive in Thailand.

Cheap Tuition at that. Great lesson.