I was looking forward all week to receive my new DA polisher. Finally it came today however it was defective. I ordered it through Auto Detail Solutions and they said I have to contact Meguairs directly. I contacted Meguiars and they said to mail it back and they will look at it. I am glad that Megs was willing to take it back but I was a bit aggravated when they said I had to pay for the shipping and the turn around time could be a couple weeks. The customer service guy said they might throw in a couple pads for the inconvenience. I guess I will have to post pone my project, hopefully the weather holds up.

I plugged in the polisher and turned it on. It started surging and was having problems rotating, this was on speed one. Finally after a few seconds it surged and started rotating. I put pressure on it and it stopped. I tried the same sequence with different speeds and I kept getting the surging. There was also one instance where it was stuck on one speed, I couldn't raise or lower the speed while it was rotating. Although this is my first DA polisher, I knew DA polishers wasn't supposed to act like this. Has anybody experienced this before with this product? I guess I'll give it one more try with a new one and if it doesn't work then I will ask for my money back and purchase the Griots Garage DA.

 

IMHO, I would say there should be some blame to spread on the customer service side.....

To start with the retailer......they are making a profit & have a responsibility to support the customer on the initial sale...that is even typically in a policy agreement by all mfg's with their retailers.

Secondly, I would expect Meg's (which is now 3M) to contact the retailer and "Work it out" so that the customer is not impacted in any way (other than loss of product use). Given the price of the product and typical profit margins by both the retailer & mfg combined, it does not say anything positive to me about creating an environment that would make existing or new customers want to come back to purchase anything with that elevel of support/response.

 

I agree! But what do you suggest I do? I have already sent the polisher back to Meg's.

 

You are doing what the warranty with Meguiars states, return to manufacture.

ADS is not the one providing the warranty on the product.
ADS does not get paid to do warranty work, and does not have a process to return defective equipment, the end user does.
They are doing what the manufacture tells them to do, it is not their fault.

Typical of manufactures is contact their customer service direct, do not return to place of purchase ( Sony and others even puts large yellow sheets on the top of items in the box so you see this first when you open it ).

The warranty from Meguiars does not have advance replacement as a condition, why expect them to provide more than they said they would ?
- Just like you expect them to honor what is written, they are going to provide only what is written. That is the agreement you have with them.

This is one reason why Griot's Garage DAs get such high marks for customer service and warranty.

Right now you are doing what you should be doing, letting the manufacture correct the issue, there is no blame to be placed anywhere.
Don't listen to beechkid, he has some view of how the world works, and it is not reality.

 

Roger that I know I am doing the right thing and I know Megs will stand by their product. I just wish they could send a new one right away rather than waiting to receive mine and evaluate it. With that said I hope they are able to duplicate the problem I was having. Some companies will send a new product right away as long as you give them the tracking number for the defective item. I just hope the process doesn't take weeks. I want to start my new hobby and start enjoying it.

 

I had one of the originals die on me. Shipped it back to Meg's, and had a new one a week or so later .. they threw in a couple of pads and an extra backing plate to cover my shipping costs to them.

Sorry you had issues. Happens with everything occasionally, but it always sucks when yours is the one it happens with.

 

This is my opinion. Regardless of the warranty,Detailing Solutions should have taken responsibility for the product they sold the same as WalMart or any other
retailer that values customer service. Bottom line, THEY should have made it right, sent you a UPS label for the return and then took up the issue with Megs
themselves. This situation is the main reason I use Amazon. If you ain't happy
it gets made right thru them.

 

It is Meguiar's policy, not the retailers.

If ADS took it back, he would be stuck with it, because Meg's wouldn't take it back from him.


So, you want ADS to handle it like Walmart, eh? Does that include boxing it back up, putting it back on the shelf and reselling it as new again without fixing it like Walmart would?

 

You're telling me Megs won't take back a defective product from one of their
retailers? I'd like to see proof of that. I'd also like to see proof of WalMart
restocking defective merchandise. The way I think it should have been guaranteed is in the manner that Amazon conducts business.

 

Sure, ADS should have done the Walmart or Autozone model, put it back on the shelf and keep selling it again and again until someone returns it to the manufacture like they should.

Walmart would keep putting that G110V2 back on the shelf until they killed off the deal with the manufacture, and sent it back as never left the shelf so someone like ADS could get it to sell.

What you are asking for is the reason why not to buy stuff from Walmart or Autozone. They will even take back electrical items.
Wonder why Napa won't ?

At least Amazon puts it in Amazon warehouse deals. Might be trashed and marked as "like New" but who care, they will take it back again.

Kills me how people expect small business to act like Walmart or Amazon or any other big box store.
Keep using the big box trunk slammers until all the small business are gone.
Then who do you ask a question about products, the guy in the blue vest at Walmart ?

 

Meguiar's instructs all of their wholesalers to handle defective machine returns straight through Meg's. It has been that way for as long as I have been dealing with Meg's.

ADS is the largest Meguiar's wholesaler in the country.

A very large section of the automotive industry functions the exact same way.

I bought my truck exhaust from Amazon, the company you say everyone should do business like. When I opened the box, what was the first thing I saw? A large yellow piece of paper that said absolutely, under no circumstances should I return the product to the place where I purchased it, or call them with any issues. 100% of all issues were to be handled straight through the manufacturer. That paper was placed there by Amazon, not the exhaust manufacturer.

Rick @ ADS has the absolute best customer service in the entire industry. I know this because I have been dealing with all of them for the last 30 years. He goes over and above all the time. He is handling things the way Meg's has asked him to, and in a way that allows him (and their other wholesalers) to continue to offer the best prices and service to his (their) customers.

If you have an issue with a bad batch of product (chemical), he will tell you to call Meg's directly, just like the back of the bottle does. Meg's will ship you a replacement the same day. Cuts down on costs for everyone involved, and allows the manufacturer to have contact directly with a potentially displeased customer, which allows them to better manage their own image, instead of losing a customer because a middle man they had little control over handled a situation incorrectly. It is a better solution for all, and doesn't take any extra time.

 

You're wrong when you state that I said everyone should do business with Amazon. I never
said that. I said their return policy was the main reason I used them.

 

Rick has been awesome. He called me today and asked if I had already shipped the polisher back to Megs. I said yes why? He said he was going to ask permission to take the defective polisher back and send me a new one. Then he sent me an email shortly after and said to let him know when I receive the new polisher and if they compensated me for the shipping with some new pads. If this doesn't work out with Megs I have a feeling Rick @ ADS will make it right.

 

Between Megs and ADS you will recover what you are out for paying the UPS charges and I would guess then some.

This is where working within the parameters gets you more than Railroad's demands of breaking the rules method.

 

I stated an opinion.