Turtleboy here, you there,
Need some advice on how to deal with whole saler and or manufacturer of a defective item.
This past Thursday I received my STUDIO (1 piece tub and shower) and APEX108 (1 piece tub/whirl/air pool and shower) both of the units are acrylic,(manufactured by MAAX in Canada) and were purchased though a wholesaler. The APEX was in a crate and due to it’s size and weight remained unopened and covered with a tarp until I could move it the next day.
As Friday past by, Me and my co-workers felt that the unit was too heavy to lift up to the opening in the second floor of the house and decided to remove it from the crate to lessen the load. Upon opening one end we discovered two large (about the size of a half dollar) “chips” missing from the tub. One of the chips is on the tile flange and may not be that big a deal, but the other one is just below the rim of the tub.
I would like some advice on how to deal with this problem. Can the acrylic be repaired in a way that it will not be noticed? Should I deal with the wholesaler or the “after sales rep” from MAAX? Do I have the right to refuse it and get another one? Should I put a stop payment on the check? The STUDIO unit seems to be rather thin (in acrylic coating) in areas where there is a curve or corner to the point where you can see light from the backside while all the other areas seem to be covered with more material.
I’m sure that if I got a fiberglass unit by MAAX from Home Depot I would have little trouble returning it if were damaged, but we opted for a product we felt would be of much higher quality and a much higher price tag.
Lastly this unit is heavy and the size of the crate is 111″L X 30″H x 41″ W. What is the best way to get this onto the 2nd floor with an opening that is large enough but some 10′ off the ground?
Any advice would help, Turtleboy
Edited 12/15/2002 10:32:58 PM ET by turtle
Replies
you there
You wouldn't be refering to us here slaves would you?
Gabe
I'm not familiar with the brand, but I have seen acrylic repairs done by specialists that were undetectable.
However, you really should go up the food chain, starting with your supplier and be appropriately hardnosed (that's like compassionate conservatism, I think). Mfgs., and shippers and suppliers all share a responsibility to ensure that goods are delivered in good condition and they should be held accountable!
I wouldn't stop payment on the check, but if you do, consult with your bank first. Stopping payment is a tool that's fallen out of favor in the banking world and can backfire on the stoppER rather than the stoppEE.
As far as getting the thing up stairs, you might talk to a piano mover if there's one in your area.
Good luck.
Jules Quaver for President 2004
Notchman,
Thanks for your advice. I figured that sopping the check would be the quickest way to get the attention of the wholesaler. I agree that the wholesaler should be the person to deal with because lets face it they are making money off my purchase. I found it odd that they were so quick to get me in touch with an AFTER SALES REP" from MAAX. I'll look in the phone book for piano movers when I finish here.
PS I'm not against having the unit repaired but my wife is against it. Legally, I'm not sure if I have to accept a repair rather than a replacement. My wife's Idea is to have the wholesaler take it back and put it in there showroom.
Thanks again, Turtleboy
Cloud is right of course about the genie lift.
Regarding the problem with the large chips, time is of the essence. In other words, you should have called the party you bought this thing from and sent it back immediately.
If you haven't done anymore in the way of moving it, call him now and tell him you're returning the damaged goods.
Repairs are out of the question on new goods. Not acceptable. You will always know about the dent and it'll bother you in the long run, thinking that you should have returned the damn thing when you had the chance.
Bring it back to him, leave it on the loading dock, call him out and show him the damaged spots (that you have already documented and photographed) and demand your money back.
He will either give you your money back or give you a full replacement.
Worse case scenerio is that he won't give you your money back or give you a replacement, in which case you serve him an invitation to small claims court and you get satisfaction that way.
Hard to believe that this path would be required unless you bought the thing from the back of a van one night.
Gabe
I agree with Gabe and Cloud Hidden; don't know why I didn't think about the Genie lift...I rent them quite often and they're a great tool. If memory serves, they'll raise a load about 16'.
And the return of damaged goods; you really have to pursue that, whether it's the current problem or in the future. Being assertive on issues like this will pay you dividends in the long run, believe me!
Good luck and let us know how it all works out.Jules Quaver for President 2004
One option is an all-terrain fork lift.
Didn't this unit come with warranty information ? The practise I'm familiar with is to talk to the people you bought the unit from first, and go from there.
Phill Giles
The Unionville Woodwright
Unionville, Ontario
You can rent a manual Genie Lift pretty cheaply. They have a capacity of about 600 lbs if you give them a stable base.
Turtle, while getting a new one would be the right way, if memory serves me right, Maax has a lonnnnnnnnng lead time. If you are in no way available to wait, you might consider the repair. I have seen some good repairs to the "finish" of acrylic tubs. If a crack is not structural to the tub, the repairs made by the area "Tub Doctor" are unnoticable. Best of luck.
__________________________________________
Remodeling Contractor just outside the Glass City.
http://www.quittintime.com/
turtle
As a plumber I use Maax products more than any other brand. Once and a while I receive a damaged unit. In these cases the customer calls the shots either we return the unit to the wholesaler or we have it repaired if we have a delivery issue in relation to the schedule. When the customer is willing to keep a repaired unit my wholesaler gives us a better price on the unit and has it repaired. I do not know how Maax and the wholesaler work it out, but the wholesaler always has kept me happy.
kevin