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Other Vacuum Cleaners & Site Suggestions => Gtech Carpet Sweepers (Vacuum Cleaners) => Topic started by: MVacs on May 16, 2017, 08:10:58 PM

Title: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 16, 2017, 08:10:58 PM
It has come to our attention that Gtech are very often refusing to honour their guarantees on their vacuum cleaners carpet sweepers.

Last year, we had some Gtech machines in, and it has since come to our attention that customers are having issues when contacting Gtech when the machines break (which seems to be quite often).

Among the excuses we have heard of are:


A quick browse online tells me these are not new or isolated incidents.

This from an Amazon review:

Quote
I bought a Gtech Air ram in October 2012, on line.It was brand new and boxed.

I registered with Gtech, who emailed back to say "You are now covered by our warranty Plan"

Recently the machine began to run noisily, which was unexpected because it has light weekly use in a small household, with no pets.

I emailed Gtech, who said- after 3 days- "This would be covered under your warranty. I would recommend that you call our Customer Service Department on 01905-345-891 and they can arrange to repair the machine for you."

When I phoned them it took some time for them to find me and then they said that it was not covered because it was bought on line and not directly from them. I pointed out that they had accepted the registration, without reservation about where I bought the machine, so they should honour their warranty. They refused and fobbed me off by saying somebody would phone me back. Surprise, total silence since then.

From Trustpilot:

Quote
Bought an ATF 001 Handheld for 150 and the nozzle has cracked due to a poor design flaw. The Mk 2 version fixed the issue so GTech know of the problem but want to charge 50 to repair my Mk 1 version which was within the 2 year warranty. No thanks and I will never buy another GTech product again!

AVOID!!!

From eBay:

Quote
Bought 2 airram vacuum cleaners on ebay (seperate sellers, both new). I registered both on Gtech website with no problem, stating purchased on ebay. No warning, nothing in terms. Bizarrely both broke the same week, 11 months into warranty.
 
I called gtech to collect for repair and they said they won't honour the warranty as they were bought in ebay.

From Amazon:

Quote
We rang Gtech as it advertises a five year warranty, but they do not want to know as we bought it online here they consider we are not covered, although they said nothing when accepting our warranty registration. They will only consider you if you buy from them directly!!

From Twitter:

[attachimg=1]

Their warranty is simply not what a normal customer would expect it to be. And in many cases simply non-existent

As we won't sell poor quality products or products from companies that cause us customer service issues later down the line, we have decided we won't be stocking or recommending any Gtech products in the future.

Caveat Emptor.

Edit:

For those people who are looking to DIY repair the shredded drive cog, we have those here: Drive Cog Shaft Spindle & Bearings For GTECH AirRam DM001 AR01 AR02 (https://shop.manchestervacs.co.uk/drive-cog-shaft-spindle-gtech-airram-dm001-ar01-ar02)

Want something similar to, but cheaper than a Gtech? Look at these: Ovation Lightweight Upright Cordless Sweeper Handheld Vacuum (https://shop.manchestervacs.co.uk/buy-reconditioned-dysons-online/ovation-lightweight-upright-cordless-sweeper-vacuum)
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Parwaz7862 on May 16, 2017, 08:20:14 PM
Another reason I hate Gtech now! Overpriced carpet sweepers imho :/
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 16, 2017, 08:38:54 PM
What a bunch of shysters! Means the prices will plummet and I might be able to get hold of one to tear down though.

There's rules and regs covering this though isn't there?
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 16, 2017, 08:53:53 PM
There's rules and regs covering this though isn't there?

There are several regs relating to this type of thing, and some conflict the others. I can find little that forces a manufacturer to honour their claimed guarantee, although in reality, most do as it's good business practice to do what you say you will do.

We see with larger firms like Dyson, their guarantees are transferable even, and they dont make a fuss about fixing stuff under warranty wherever they were bought from.

Gtech are choosing to be slippery with some owners of their products with alleged warranties, and wriggling out of honouring them, and would-be owners can draw their own conclusion from that.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 16, 2017, 08:56:20 PM
It will bite them. Once twitter/Facebook gets hold of it it will run.

You been on twitter yet? See if it spreads?
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 16, 2017, 08:57:58 PM
You been on twitter yet? See if it spreads?

The topic is indeed linked there.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 16, 2017, 10:36:55 PM
So I was perusing the Gtech terms and conditions >here< (http://www.gtech.co.uk/support/terms-and-conditions#option4), and here it is:

[attachimg=1]

That effectively excludes from warranty machines bought from independent vacuum stores, Amazon, eBay and any other retailer that isnt "approved" by Gtech (and I can find no list of approved retailers).

This may explain why Tesco no longer stock Gtech (https://www.tesco.com/direct/gtech-ar02-airram-cordless-vacuum-cleaner/449-4050.prd?source=others) and nor do AO or dealers in the Euronics chain.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 16, 2017, 10:43:28 PM
That's handy, I've had a reply from the lady flogging them on ideal world... Janice Phillips (https://twitter.com/beko1987/status/864564665313046528), I hope you're pointing this out in your sales pitch...
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Madrat on May 16, 2017, 10:50:09 PM
Need Watchdog to get hold of this, they will love it.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 16, 2017, 11:18:15 PM
Hehe good thinking Mr M. Email sent...
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Elgin on May 16, 2017, 11:28:54 PM
Need Watchdog to get hold of this, they will love it.
Watchdog, facebook, newspapers - this needs spreading... that will show GTech with their absolute shite customer service.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 16, 2017, 11:47:52 PM
From our Facebook page (https://www.facebook.com/manchestervacs/posts/1892171464358488?comment_id=1892212357687732&comment_tracking=%7B%22tn%22%3A%22R0%22%7D) from a chap in the trade.

Quote
Gtech will also not release any spares, had quite a few in workshop for repair and unable to get spares so have contacted them directly to be told that the machines must be returned to them for repair and they do not sell spares, This I believe is illegal trading and spares must be released. They didn't want to know. The machines were scrapped with my customers telling me they will not be buying any Gtech products again.

We however have been able to buy the odd spare from them (@ retail money), we've had to to repair the odd machine that failed within six months under goodwill that they wouldn't honour the warranty on.

Some after-market spares are now coming through. The well-known cog issue they have I know someone now makes, chargers are available now, and I happen to know of a rake of stuff in production. So their monopoly on spares at funny money will soon end.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Madrat on May 16, 2017, 11:54:35 PM
Sounds a bit like Miele white goods.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Parwaz7862 on May 17, 2017, 01:04:56 AM
Need Watchdog to get hold of this, they will love it.

Brilliant!  :icon_nod:
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Parwaz7862 on May 17, 2017, 01:06:00 AM
I could rant about Gtech and their air rams in long paragraphs if you want...
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 17, 2017, 12:06:31 PM
Ideal world seem to be covered according to gtech
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 17, 2017, 12:12:52 PM
Let's see if they want to cover the ones we have sold.  :whist11:

[attachimg=1]
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 17, 2017, 12:25:00 PM
And there we have it. If you are thinking of buying a Gtech vacuum cleaner, be aware that sales by third party sellers like independent stores, Amazon, eBay, etc will have no warranty.

[attachimg=1]
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 17, 2017, 12:32:31 PM
They asked me to DM them, so I did!

[attachimg=1]
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: mrdyson on May 17, 2017, 04:46:01 PM
I'd be interested to hear their reply Beko.

I personally think the G-Tech machines are awful out of the box. They have very poor design and build quality which means they constantly break down. With the fact their guarantee is worthless and not worth the paper it's written on, I will certainly stay clear of these.

Is anyone on here au fait with contractual law? If so, would their guarantee fall foul of the Unfair Contract Terms Act?
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Parwaz7862 on May 17, 2017, 09:38:49 PM
M thoughts exatly, tried one in Comet ages ago and I leaned it over to see the brushroll and all the debris fell out because the dust tray is literally behind the brushbar! Also, 4 AW on the first generation, WTF Gtech at circa 200 you can get a good upright, AKA DC40 ERP or even a V6 cordless which does more and cleans better.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 18, 2017, 01:46:42 PM
[attachimg=1 width=400]

[attachimg=2 width=400]
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 18, 2017, 02:11:34 PM
That's how I left it, just so I didn't start coming across like a fool.

So it seems that they do have an authorised network of sellers, who can sell machines with a guarantee. But they should perhaps advertise that fact, or place another sub point in the terms and conditions so it's made clear. Looking at their terms as provided by Stuart, it looks (and reads) that unless it comes from Gtech, despatched by gtech etc, the warranty is void. What they mean to say is 'Gtech or an authorised gtech sales outlet'...

Hopefully some of the big retailers with large legal clout have had their fingers burnt, and their legal team is giving gtech a slap and they will change it, but again, as MrDyson pointed out, is that strictly legal? Surely warranty for a new machine cant be picked and chosen.

As for customers sabotaging machines, I sort of get that, but isn't that what proof of purchase is for?
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Elgin on May 18, 2017, 05:54:59 PM
(Attachment Link)
(Attachment Link)

So they basically saying our Forum is giving fake news???
Cause it ain't  - all the stuff here is brilliant and correct
I love this place - its where I hang out in my spare time like now
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 18, 2017, 06:21:13 PM
But it's not fake news. I'm sure that there are many, many happy people all using their ticking time bombs, sorry - full working g-tech machines. However, when they break, and they didn't buy it from the right place that will be a negative review... It's why I stopped replying because I could be bothered to just sound like an angry man explaining about negative reviews and how they work!
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: GeorgeJ on May 18, 2017, 06:29:10 PM
That's how these things work, though. 
1) Flood the market with many types of appliances (building a name for yourself just through the repeated passing of the products, much like voters putting signs on their lawns)
2) Undercut the competition on price
3) Advertise to appear valid and trustworthy.

With even minimal customer service, the lost clients are backfilled by clueless new customers who want to save a buck up front.  Add some astroturfing to big sites like Amazon and outright buy positive reviews from struggling bloggers and you have a recipe for screwing the masses.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 18, 2017, 06:31:17 PM
That is very true sadly, they probably don't care about the few negative reviews as people will still buy them!

Saying that if they fancied giving me one to review ill be up for it! (but I'm easily bribed like that!)
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: GeorgeJ on May 18, 2017, 06:36:18 PM
That is very true sadly, they probably don't care about the few negative reviews as people will still buy them!

Saying that if they fancied giving me one to review ill be up for it! (but I'm easily bribed like that!)
Yep, absolutely.

Hey, a good review on a new machine isn't hard.  It only has to work for an hour or two. 
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 18, 2017, 06:51:12 PM
It won't be a glowing review...
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: GeorgeJ on May 18, 2017, 06:55:11 PM
It won't be a glowing review...
Oh yes it would be.  See, before they send it to you, they'll have to test it by vacuuming up a pile of money.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on May 19, 2017, 03:31:03 PM
Their excuses are total nonsense.

They claim Costco machines are covered. Costco do deals on multiple units. They are for resale as Costco in the UK is not a retailer it is a wholesaler one needs a trade photo-card to enter. But if we then sell them on, they are then not covered for warranty? This appears to be the implication.

How disingenuous!

This tickled me too.

Quote
We can guarantee the product is new and undamaged

Does anyone believe that is really a genuine concern? Do these look new and undamaged?

[attachimg=1]

They claim Amazon machines are covered by warranty. Not unless FBA'd from Gtech directly (and end users have no way of knowing really), the machines above were ALL sold by us on Amazon and they wont cover them for warranty. 

If they believe what we say has "no real substance" I can screenshot the Amazon angrygrams I got after people had approached them for warranty.  ::)

How utterly unprofessional they are. Readers will draw their own conclusions as to if they want to buy a 200 motorised Ewbank that may or may not have a guarantee.
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 19, 2017, 03:56:44 PM
It is very silly on their part, and I've never heard of it before. Maybe their trying to limit the repairs they are getting? As much as I'm not Dyson's biggest fan I'm always impressed that they will warranty repair a machine regardless of how many owners it's had, where it was bought from etc. If it's within it's warranty period, it's covered.

I know gtech are aware of this post, because I linked them to it. It's a shame they won't come on board to personally explain why, the attitude I got from the twitter team was dismissive once they realized I did not own an actual machine.

No idea if Watchdog care either, I've not heard back from my email! Anyone know anyone at Which?
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 24, 2017, 11:42:14 PM
I think I've been taken off the Gtech Christmas card list...

Earlier today I might have commented on a facebook post they made.

[attachimg=4 width=400]

Literally 4 seconds later my twitter pinged...

[attachimg=2 width=400]

As did my Facebook messenger

[attachimg=3 width=400]

And I might have commented again, bit naughty

[attachimg=1 width=400]

Whilst they haven't removed the comments I have made, it seems that their social network team has been trained on the 'delete all negativity' rather than counter it. Having worked in a high profile customer service role for 10 years now, I like to think I know good customer service. Our team has won awards etc, and although I'm not customer facing anymore (thank goodness), I tend to get the irate, pissed off customers who the newer members of our team don't know how to deal with. And with all the training I've been forced to attend offered, deleting all negativity isn't quite the way to go.

Gtech - I know you are probably monitoring this thread. The social network team will have passed this on to possibly the paralegal team to assess it for slander, slurs or anything else they can think of, because the view of the company I am getting makes me think that's what they are like. I do not know if Mvacs has had any communication their end whilst they wave through their unsatisfied customers through this debacle?

So just to counter it, I knew there will be good and bad reviews. Let's start with Trustpilot, who are not renowned for their impartiality, as this first review suggests

4 negatives
[attachimg=5 width=400]
[attachimg=6 width=400]
[attachimg=7 width=400]
[attachimg=8 width=400]

Some positive ones, for balance

[attachimg=9 width=400]

Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 25, 2017, 12:01:25 AM
Sorry, ran out of attachments

[attachimg=1 width=400]

[attachimg=2 width=400]

One thing I have noticed is the 5 star reviews are much more spaced out than the negatives...

So, I won't look at Amazon, as we have done that, how about Argos! (are Argos an approved retailer? I presume so...)

[attachimg=3 width=400]

[attachimg=4 width=400]

[attachimg=5 width=400]

All saying roughly the same thing, good for quick cleanups...

Mumsnet call it a carpet sweeper, including tales of replacement machines https://www.mumsnet.com/Talk/housekeeping/2034335-Gtech-Airram-any-good (https://www.mumsnet.com/Talk/housekeeping/2034335-Gtech-Airram-any-good)

Again middling feedback on Pistonheads - https://www.pistonheads.com/gassing/topic.asp?t=1519971 (https://www.pistonheads.com/gassing/topic.asp?t=1519971)

So there we go. Gtech - you need to brush your social media staff up on their customer service skills, if they direct message and threaten anyone who leaves less than positive feedback then I am appalled. I did not know that was a thing. I know it is not just me, as someone commented on the same post and got this

[attachimg=6]

Not quite sure what false claims I am making, or abuse I am throwing, I have enough first hand evidence from Stuart having to put his hand in his pocket and show good, decent CS skills to fix something that he sold. Which is what we all do on here.

Because, Gtech, we are not a blog. We are a forum. A forum full of people in the trade, people who repair cleaners for a hobby, people who collect vacuum cleaners and people who are looking for advice on repairing vacuum cleaners. No manufacturer gets special treatment, the company and machines do the talking. I have refurbished possibly 300+ different makes and models of machines, and can spot cheap tat when I see one. Your older SW02 sweeper was cheap, but was sold cheap, so was fine.

Stuart - Has the Dyson Medic bloke got hold of this yet? He has a broad readership?

I'll stop now, have a cup of tea and chill out! Gtech - if you want advice on your CS training, I can put you in touch with the lady who runs ours if you like?

*and breathe*
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Elgin on May 25, 2017, 12:46:10 AM
Bloody stupid...
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on May 25, 2017, 01:29:43 AM
One more from autoshite

[attachimg=1 width=400]
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: MVacs on January 01, 2018, 10:43:45 PM
More on this vanishing Gtech warranty malarkey.

This is from the Argos website Q&A >here< (http://www.argos.co.uk/product/7342912?cmpid=GS001&_%24ja=tsid%3A59157%7Ccid%3A199888113%7Cagid%3A17470782873%7Ctid%3Apla-345948105092%7Ccrid%3A74692318473%7Cnw%3Ag%7Crnd%3A16558035140690290427%7Cdvc%3Am%7Cadp%3A1o5%7Cmt%3A%7Cloc%3A9046498&gclid=EAIaIQobChMIqNKig_G22AIVbQDTCh34cQBaEAQYBSABEgLYKPD_BwE):

Quote from: A customer
My GTECH Mark 1 cordless has just stopped working and when I phoned the manufacturer I was told that only models purchased direct had a 2 year warranty, as I bought mine from Argos it only had a 1 year warranty, where does this purchase stand?

Quote from: Gtech
Dear Tony,

I am sorry to hear that you were advised this, its only our power sweepers that have a one year warranty when purchased from a retailer. If its Model AR02 or AR20 which you will find on the base of the vacuum then this will have a two year warranty. Gtech would need to see a proof of purchase in order for it to be registered which can be done by sending a photo of the receipt to support@gtech.co.uk or you can send the receipt to the head office which is Gtech, Brindley Road, Warndon, WR4 9FB. Sorry for any inconvenience caused, I hope this helps.

Kind regards
Gtech
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: beko1987 on January 02, 2018, 12:28:46 AM
Eh? So a mk1 is confirmed as a carpet sweeper and a Mk2 is a power sweeper? Blimey, even gtech hate the mk1 nowadays
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Parwaz7862 on January 02, 2018, 01:38:46 AM
I thought Vax was bad! Gtech wins the award now... Vax comes #2
Title: Re: Beware: Gtech Refusing to Honour Their Warranty/Guarantee.
Post by: Dysonboy on January 05, 2018, 02:20:09 AM
Gtech just do my head in...
Time wasters in my opinion