[Paul H]

Ok so ordered and received my new pack pack

Unpacked it looked nice but noticed when moved it about there seemed to be a few things moving around so although looking sturdy enough sounded like a bag of hammers when just lifting and moving around

Already dubious by this I attempt the dreaded switch on when the the charger and instructions tell me to do so .... Nothing... Dead no sound of moving parts etc...

Ring gardiners who must say took the money quick when I ordered and delivered equally as quick so no complaint there..

Response ...unscrew all the screws that keep it together check the connectors as they things come loose in transit .. So I do as they Instruct...

They also state backpacks are checked prior to dispatch ....


So backpacpack open and I see that a connector fitting is broken smashed and u n repairable ... The battery is not secure and is obviously the item that is banging around inside when you are moving the backpack ... And due to its insecurity maybe has contitrubuted to the damage on the connector crying the backpack not to work ...

So I call back .... No answer ... Them again no answer ...

Having read so much about their poles and customers service I,n wondering if this is just a one off and bad experience for me ( the firs time I use them) or there product isn't up to scratch If the battery isn't secure I can see many more having the same problem with the back pack  hopefully  have a dodgy one and it can replaced ASAP however if what I have received is standard then it's not up to the job .., I await gardiners response ....

[ben M]

    alex@agardiner.co.uk

[Alex Gardiner]

Ok so ordered and received my new pack pack

Unpacked it looked nice but noticed when moved it about there seemed to be a few things moving around so although looking sturdy enough sounded like a bag of hammers when just lifting and moving around

Already dubious by this I attempt the dreaded switch on when the the charger and instructions tell me to do so .... Nothing... Dead no sound of moving parts etc...

Ring gardiners who must say took the money quick when I ordered and delivered equally as quick so no complaint there..

Response ...unscrew all the screws that keep it together check the connectors as they things come loose in transit .. So I do as they Instruct...

They also state backpacks are checked prior to dispatch ....


So backpacpack open and I see that a connector fitting is broken smashed and u n repairable ... The battery is not secure and is obviously the item that is banging around inside when you are moving the backpack ... And due to its insecurity maybe has contitrubuted to the damage on the connector crying the backpack not to work ...

So I call back .... No answer ... Them again no answer ...

Having read so much about their poles and customers service I,n wondering if this is just a one off and bad experience for me ( the firs time I use them) or there product isn't up to scratch If the battery isn't secure I can see many more having the same problem with the back pack  hopefully  have a dodgy one and it can replaced ASAP however if what I have received is standard then it's not up to the job .., I await gardiners response ....

Hi Paul

If you had stayed online you would have had a response even sooner than when you next log on and read this!

Obviously your phone call was not being ignored because it was you. I would imagine that if you rang today you must have rung when all of our sales team where already engaged on the phone - either that or after the 5.00 closing time. It sounds like the backpack has been damaged in transit - we have had one or two that the couriers have decided to treat like footballs and this will be why the battery has broken loose and caused damage.

I will also send you an email about this asking you for your full name and address so we can get onto this. What we will be able to do is to get another backpack sent out to you first thing tomorrow for Friday delivery.

We will try and get someone to call you first thing in the morning as we will want to press a claim with the couriers which we have to do within 24 hours of the item being delivered.

Also we not only ‘state’ that all backpacks are checked prior to despatch, but they are always checked prior to despatch.

[DeLuce]

I have one, probably one of the first as I ordered it before they were actually dispatchable from the warehouse. When it arrived I did the charge up etc and when ready turned it on.... But nothing happened. I found the problem was that the plastic fuse holder was smashed. However, I phoned Gardiners, they asked me to send a pic from my phone of the broken part to their tech support team. They phoned me back, confirmed the faulty part and sent out the replacement pronto. It has served me well ever since.
This may be the part that's broken in your backpack. They will sort you out.

[DeLuce]

Sorry, didn't see the reply from Mr. A before my post

[DG Cleaning]

Why not let your supplier sort out your issues within a reasonable time frame instead of airing them on a public forum?

[Richard60]

i can understand people being angry .when items ordered are damaged .most of us would have been the same as paul h ..
lucky enough paul was dealing with a well establised supplier .well done gardiners .for sorting this out .in record time ,

ps .all free gifts gratefully recieved 

[Pete Thompson]

Why not let your supplier sort out your issues within a reasonable time frame instead of airing them on a public forum?

in fairness, alex gets plenty of airtime on here for the good stuff, such as good poles etc.  so if someone has a complaint then its important to hear that too.  you have to take the rough with the smooth.

[chris@c.m.s]

Why not let your supplier sort out your issues within a reasonable time frame instead of airing them on a public forum?

in fairness, alex gets plenty of airtime on here for the good stuff, such as good poles etc.  so if someone has a complaint then its important to hear that too.  you have to take the rough with the smooth.

Only if its a valid complaint though, rather than an overzealous review, I'm sure he'll get it sorted tomorrow.   

[G Griffin]

Hardly a review, was it? It was damaged before he got it.

[ben M]

Hardly a review, was it? It was damaged before he got it.

+1

[chris@c.m.s]

SUBJECT. poor review what is it then

[G Griffin]

SUBJECT. poor review what is it then

You're right; it was a poor review.
He reviewed a broken backpack. He hasn't used it, so we don't know how he rates it. If they all come broken, then fair enough.
It's not a fair assessment.

[DG Cleaning]

Why not let your supplier sort out your issues within a reasonable time frame instead of airing them on a public forum?

in fairness, alex gets plenty of airtime on here for the good stuff, such as good poles etc.  so if someone has a complaint then its important to hear that too.  you have to take the rough with the smooth.

Whether its Alex or not isn't the issue, not everything is perfect that's just life. If I have an issue and the supplier deals with it in a reasonable time frame then that's perfectly fine. But to air it on a forum straight away is a bit below the belt imo. How would we feel if a customer complained via the local paper just because we missed their call?

[Alex Gardiner]

Sounds more like a review of Fedex to me.
If someone doesn't pick up the phone at the Gardiner end, they always respond to voicemails IME.  They've even gone to the expense of phoning my mobile when I needed to get out and work so was unable to wait in for the call.
As for the backpack itself.  Only issue for me (and a fairly small one really) is the handle being part of the lid.  If done up in a cross threaded way, it will detach from the body when lifted so some care needed when doing it up.  Apart from that it has variable flow control (without needing to press a button underneath it) and a battery charge indicator.  Would be the perfect backpack if the handle was moulded into the body rather than the lid.

Hi Paul

The latest backpacks do have new lids which have a better seal and screw on slightly deeper (however they do still need screwing on straight) would you like to have one of these newer lids sent out to you?

[gary999]

forget the new lid,just send the cack handed bugger a set of new
hands

[Richard iSparkle]

I would always think that you could at least email Alex direct with a problem like this rather than go to the forum.  if you are being persistently ignored it would be another thing, but it doesn't sound like that was happening?

[Paul H]

Ok

I'd like to publicy apologise for this post...

bad day at the office.... and when this arrived thought get in something good has come of today....

i still standy tha it was like a bag of hammers whe i unpacked it.... needed to rant...

I'd like to stat alex and his staff have been great

hopefully thenew backpack will live up expectations whe it comes

apologies... lets draw a line ... ad move on

Many thanks
PAul 

[SunShineCleaning]

Ok

I'd like to publicy apologise for this post...

bad day at the office.... and when this arrived thought get in something good has come of today....

i still standy tha it was like a bag of hammers whe i unpacked it.... needed to rant...

I'd like to stat alex and his staff have been great

hopefully thenew backpack will live up expectations whe it comes

apologies... lets draw a line ... ad move on

Many thanks
PAul 

Good man. 

[DG Cleaning]

Well said