Terrible service from Coralgraph!

[JMugs]

Warranty runs from original purchase date, not from date of replacement.

Janners

[Paul]

did you ask Henry nicely?

[James990]

With Dell, if it was repaird, or replaced the warranty still ran out a year after the original machine was bought. They would not extend it, just goes to show how much faith they had in their own goods really doesn't it!

[New Horizons]

For my input, I have always used cheaper swingaway presses and have never had any problems with them. True the more expensive western made presses may be marginally better built, but they are not immune from failing and can leave you with a repair bill for more than the press is worth.

I have a smaller A4 sized swingaway press I use for tags that came from Coralgraph several years ago and has never let me down.

[squashynose]

Finally got round to trying the replacement press today, and it doesn't heat up at all!! Really fed up with this now...

[squashynose]

I am getting SO annoyed with them now, no replies to two emails, no refund for my return postage, and shunning all responsibility for the new one not working... (phone call) "We've sent you a new item", and "it's company policy that we don't refund postage, it's the customer's responsibility"...

Quote from their website:
"Important Notice You will be responsible for the safety and condition of the goods whilst they are within your control and whilst the goods are being returned to us. All goods must be returned in accordance with our ‘Return Shipping’ provisions. We will re-imburse you the outlays of returning the goods to us providing you have followed our instructions, the Return Shipping provisions and the goods are received by us without further damage and are found to be defective as claimed."

Waiting for a call back from trading standards again, because this is beyond a joke, I am losing orders, as well as being out of pocket for their shoddy goods.

[JMugs]

I must say this is the opposite of the service I have had from Henry, but as you point out earlier, you can only speak as you find.
I understand your frustration, hope it gets sorted soon.

Janners

[squashynose]

Thanks, me too.

I've had an email from Henry, saying it was tested before they sent it out, so it works, and he gave me a link to a video on how to use it!!!

And he says, "The RT cost are refundable for DOA items for the products are sent for repair the return delivery costs are paid by the sender for more details please check the return policy /warranties return section on our website link below"

So, again, I have... Copied from their website:

"If the goods are covered by a ‘RTB Warranty’ and the goods become defective within the period of that warranty you must notify us immediately and we will provide instructions for a return to us of the goods. (See important notice below)
The Warranties cover defects. They do not cover ‘wear and tear’ from usage or durable components, or consumables which have been opened/used.
These contractual warranties are in addition to any statutory rights you may have.

Important Notice
You will be responsible for the safety and condition of the goods whilst they are within your control and whilst the goods are being returned to us. All goods must be returned in accordance with our ‘Return Shipping’ provisions. We will re-imburse you the outlays of returning the goods to us providing you have followed our instructions, the Return Shipping provisions and the goods are received by us without further damage and are found to be defective as claimed."

Now is it just me, or does that say they will reimburse??

Trading Standards are no use, they said we just send it back and suck up the £40 loss

[purpledragon]

Not the best service is it !
i think sometimes you just have to say lesson learnt and move on , not what you want to hear im sure . if the existing press isnt working you need to contact coralgraph again and see where it goes from there explain the issue you are having and the fact you have followed their instructions including the video on how to use it but the machine is still not working allow them the oppertunity to fix the problem again keep calm i know its difficult but as soon as you start shouting you have lost the argument i would back all this up with an email so you have a record of the complaint i would also point out you will be contacting trading standards if you can not reslove the problem . How did you pay for the item was it through paypal ? if so you could consider a chargeback through paypal if bought with a credit card contact your card provider they may also have a charge back facility .i dont use coralgraph a lot to be honest and the times i have ive never really experianced much of a problem but that doesnt mean it doesnt happenen and just because others have a good relationship with coralgraph and never have issues doesnt mean it never happens things do go wrong its not what happens thats important but how its dealt with that counts and it sounds like you have been dealt with quite unfairly. Perhaps if henry frequents this forum in some guise he might do well to take note. a good reputation is hard to gain but very easy to lose.
in the mean time dont lose business over this if you have orders mounting up theres plenty on here myself included who would im sure give a very reasonable price to produce your items for you whilst you get this sorted shame youre not closer id be more than happy to let you use my workshop and equiptment. Good luck with it all i hope you get the issue resolved
Brett

[squashynose]

Thanks Brett I do have a friend who is taking my tag orders for me (thanks Nikki!), but the other design stuff is a bit trickier to pass on to someone else, especially if I have to post things back and forth.

I have backed up all phone calls with emails anyway. Trading Standards have been as much use as a chocolate teapot unfortunately, they would recommend we just send it back, again for repair/replacement, and forget about getting the postage back. I would be more than happy with a full refund at this point, we have a local place that sell these cheap presses, which I can physically walk into (had pretty poor service from there before I turned to Coralgraph, but being able to walk in would be so much easier) but as they have already stated, I can't have a refund outside the first 14 days

I paid on a debit card, so I guess I need to contact the bank and see if I can do a chargeback that way. It still wont help me get my postage back, and the principle of that has infuriated me lol

Has anyone ever done a chargeback through their bank or cc company? I can imagine it's not an easy task