Jamestown Distributers

[Menestheus]

I purchased a gas door shock from them in February 2014, the shock failed today after very little use, I was told by Jamestown distributers that it wasn't their problem and that I have to deal with the manufacture.
so beware if you buy a product from them you are on your own.......

 

[arf145]

So have you checked with the manufacturer? It does sound like their problem.

 

[Stu Jackson]

This is not unusual. Defender, for example, sells lots of electronics, but they don't do the warranty, the electronics manufacturers do. Not sure why you seem so surprised and are knocking them.

so beware if you buy a product from them you are on your own.......

Not really, you have the manufacturer to deal with. Have you read your "fine print?"

JD do good stuff, with great pricing and quick deliveries. I've never had any issues with them.

 

[Benny17441]

I agree with Menesthous a retailer should stand behind the brands of products it sells. If there is a question of the quality or the manufacturers responsibility then they should not entrust their name to be selling those products. I'm not talking about warranties, that is solely the manufacturers but I'm talking about customer service. If an item fails prematurely the least they can do is to offer to intercede on their behalf with the manufacturer. A gas shock is a small value item compared to the goodwill a satisfied customer can bring. It would be easy to replace free of cost and send it back to the manufacturer for reimbursement. After all it is their name and reputation on the line. It looks like Jamestown Distributors has failed to serve a customer.

 

[Blitz]

So what did the manufacturer say?

 

[alexco38]

There are many products that the manufacturer specifically instruct the retailer that any product issue must be handled by the customer. They wont issue RA to retailers.

 

[rgranger]

I've had good experiences with Defender.

 

[JK_Boston_Catalina310]

I agree with Menesthous a retailer should stand behind the brands of products it sells. If there is a question of the quality or the manufacturers responsibility then they should not entrust their name to be selling those products. I'm not talking about warranties, that is solely the manufacturers but I'm talking about customer service. If an item fails prematurely the least they can do is to offer to intercede on their behalf with the manufacturer. A gas shock is a small value item compared to the goodwill a satisfied customer can bring. It would be easy to replace free of cost and send it back to the manufacturer for reimbursement. After all it is their name and reputation on the line. It looks like Jamestown Distributors has failed to serve a customer.

Not knowing the details its hard to say what is going on but what if the issue is that the buyer got the wrong size and strength or installed it incorrectly? I wouldn't expect a retailer to do much on an item of this nature. Just like the electronics example that Stu gave.

Just my opinion.

JK

 

[Joe]

I've had good experiences with Defender.

I've had better than good.... I would say "excellent"... Never dealt with Jamestown but I've never heard anything negative till the comment posted here.... and I don't thing you can really give it credit until you read the fine print... or call the dealer. A brick and mortar store may offer a little more convenience for warranty service if it's part of a freight or courier system.... otherwise you end up mailing things twice on both sides.

Now, if the event occurred just the way it was described with nothing left out.. then I agree with some of the others that most stores.... online or not... would simply offer to replace it and handle the exchange through the sales rep... a low cost, non custom item such as a gas strut is a small price to pay for future business.

 

[Maine Sail]

Jamestown is excellent to deal with as is Sailboatowners.com, Defender, Hamilton Marine etc... What the OP is facing is done the exact same way at nearly all marine retailers, per the manufacturer.

 

[Menestheus]

A little background, I have purchased about 1 of these shocks about every year and a half from them for about the past 8 years, I live aboard and they seem to loose strength after about a year to a year and a half. I do understand that after a year the part is prone to fail but come on this lasted less than 2 months, and to be told "its the manufactures deal at this point" in my opinion is crap, if you buy tires from Wal-Mart and they fail after 2 months, you want new tires NOT to be told "take it up with someone else" If this is how the industry is going then it will be a low price wins game, since the retailer is offering no support.....if it was my business I would of said give me your number and Ill call the manufacture and see what we can do....but no that did not happen. So why when I can buy that same part other places online cheaper would I use Jamestown ? if in the end I am going to be left to deal with issues on my own, electronics were mentioned, Ill bet if you have an issue with electronics Defender wouldn't tell you "not our problem" they would at the end of the day at least try to help and make it right. maybe I am off base.

 

[Stu Jackson]

Cory, WADR, if you keep buying the same product and it keeps failing, regardless of the intervals, how do you end up blaming a distributor, who, as mentioned by many replies, does business like most all of the others?

Have you considered a different product for the intended purpose?

 

[Menestheus]

The mentioned shock type is only made by 1 company, it fails after 1year to 1.5 years, that's the life of it, that's not the complaint. Its with the one failing after 2 months, I don't blame them for it failing, I blame them for poor customer service and failing me as a customer, you may not see it that way but if a retailer has nothing to offer other than having a product for sale then they are all the same and no one should have any loyalty and buy from who ever has the lowest price......which after some looking online definitely is not JD.
the bottom line is that their customer service, or lack of over a $30.00 part will cost them a customer.

 

[Stu Jackson]

Seems like you have your mind made up and none of us is going to change it.'

The folks who really failed you are the bozos who made the damn latch. I have no idea why you can seem to grasp that fact. :naughty:

 

[Menestheus]

Poor customer service is the reason.....has nothing to do with the part.....
Obviously you care nothing about being taken care of after the sale, if a retailer regardless of what they sell or who they are isn't going to help you if theirs a problem then they have failed you as a customer, if you don't see it that way then apparently you have very low standards of who you do business with, I for one am willing to pay more for superior customer service and knowing that if theirs a problem I will be treated like so....

 

[Brian D]

In this particular case (per the first post above) I would have to agree with Cory. The product failed after 60 days of use. JD should offer to have it returned and they should ship out another one. JD should return the product to the manufacture who should investigate why it failed (faulty parts/craftsmanship) or just write it off and toss it in the bin. If there is a trend in failed products, JD should remove the product from its catalog until the issue is resolved.

Many retailers I go to have a 90 day return policy. Some will not take the product back if there was obvious abuse that caused the failure.

Everything here is based on good faith. The manufacture sells to JD on good faith that their product is working correctly. JD in turns sells to the customer a product that they feel works as advertised. The customer uses the product according to manufacture instructions. All done in good faith.

Granted, some products arrive that specifically say to contact the manufacture for warranty replacement/repair. This has not been established if this particular product was so marked either by the manufacture or the retailer. If not, then it should be the retailer who should honor failed parts.

 

[cb32863]

I have had no problems either with JD. Most things show up with a note in the box saying not to contact the seller in regards to any issues with the product. Not specific to JD, just seems to be the way things are. Manuf want to be contacted directly. So, as others have asked, have you bothered to contact them? Or do you just want to spend your time bashing a retailed instead?

 

[Stu Jackson]

Their Returns policy for clarity

Here's JD's return policy: highlights added

• Return within 30 days and receive a full refund
• No restocking fee - if returned within 30 days
• Call 800-497-0010 for your Return Authorization #
• Please write your Return Authorization # on the outside of the box and include your customer number, Return Authorization # and a list of the items being returned inside the box.
• All returned products must be unused and with all original packaging and packing materials.
• No returns for special order items, electronics, cut lengths of material or hazardous materials, such as paint, resins and adhesives.
• Return shipping must be prepaid by the customer unless the error was ours.

Brian, I have no idea why the OP is mad at anyone at JD.

 

[Menestheus]

I hardly feel I am bashing them, they could of resolved this easily but choose not too, sorry if you feel I am being to harsh, just because you have never had an issue doesn't mean you never will, I bought a product from them not the manufacture, your missing the whole point what could of been a positive experience was turned sour for no other reason than their lack of caring. The manufacture did step up although at first tried to tell me to take it up with who I bought it from, but did make it right, no thanks to JD. it seems the retailers and the manufacture like to point the finger back at each other while the consumer is left holding the bag, its sad.

 

[Menestheus]

Here's JD's return policy: highlights added

• Return within 30 days and receive a full refund
• No restocking fee - if returned within 30 days
• Call 800-497-0010 for your Return Authorization #
• Please write your Return Authorization # on the outside of the box and include your customer number, Return Authorization # and a list of the items being returned inside the box.
• All returned products must be unused and with all original packaging and packing materials.
• No returns for special order items, electronics, cut lengths of material or hazardous materials, such as paint, resins and adhesives.
• Return shipping must be prepaid by the customer unless the error was ours.

Brian, I have no idea why the OP is mad at anyone at JD.

That's great, but REALLY, if they want to stand behind that as the reason then shame on them they had an opportunity to fix a reasonably easy issue and chose not too, that says a lot about them.....