Bad dealings with customer support for Cardo

[stan23]

Your arguments are invalid. You purchased a used product and should be treated as such.

Dan purchased the product NEW and with a RECEIPT from a reputable online dealer.

 

[Oh My Sack!]

I bought a GoPro Wifi remote from someone on craigslist (new in a box as far as I could see). Got home and used the remove a couple of times and believe I have an issue with it. Can I go back to GoPro and tell them to fix the unit? I have no idea when the manufacture date is, no clue is this model is outdated.

Or how about this one.. I bought Saints Row the Third from Gamestop the other day, it was used and I knew that, but it actually came with the online pass (in the paperwork) -- Here is the kicker, it was already used, so I couldn't go online with it. Should I call THQ and ask them to give me a new code since the one I have doesn't work?

I'm really curious if you think I have any right to go back to the manufacture on either of these.

Your examples are not even remotely related.

OP bought this unit from a Cardo authorized reseller as a brand new unit. His method of transaction was through Amazon Online.

You, on the other hand, bought a known used unit, from a second hand private seller and as all transactions done in the private market, carry an as-is purchase agreement.

So, emphatically NO would be the answer from GoPro on warranty work as the warranty on a GoPro is likely designated to the original purchaser and to units purchased new. Perhaps you could pull up GoPro's warranty policy to confirm that.

From what I have read here, the stipulation between Powersports and Cardo is that they are supposedly not allowed to sell on Amazon. Dealer limitations are set between dealers and the wholesaler/manufacturer. They don't involve the retail public. In most cases, the retail public would never know about such agreements. some are outright and obvious with various products. Granted, if Powersports broke their contractual arrangement with Cardo, Cardo should be dealing with PS accordingly by either hammering them with a different pricing structure or perhaps just plain eliminating their dealer status should they deem necessary.

The OP performed due diligence by confirming that Powersports was in fact an authorized dealer of the Cardo product and there was nothing in print that warned him of any other issue. It seems to me that he has a right to expect the Cardo warranty to be carried out in full by Cardo as their own policy so states.

 

[HaisseM]

I was just curious what you guys thought of my issue. I know its not the same i just wanted to hear your thoughts, but i do like how you guys ignored everything powersport has done wrong here and are pretty much just attacking the manufactory.

Anyways back to the issue, so is it ok that powersport sold the unit knowing they wernt authroized to do the transaction through that channel and was actually voiding the warenty for the customer? Because thats basically what happened.

So my question again. Was it ok for powersport to sell the unit through the method they did even though they knowningly broke the warranty?


Let me add this last part.

It would be AWESOME customer service if the manufactory took care of this issue for you, but first lets be honest, they didnt cause the problem, powersports did. The OP should be asking powersports why they would knowningly void his warranty and then tell him to call the manufactory.

Finally, i guess another question is why are you guys hammering the manufactory and not the guy who screwed you in the first place?

 

[BobberHD]

I was just curious what you guys thought of my issue. I know its not the same i just wanted to hear your thoughts, but i do like how you guys ignored everything powersport has done wrong here and are pretty much just attacking the manufactory.

Anyways back to the issue, so is it ok that powersport sold the unit knowing they wernt authroized to do the transaction through that channel and was actually voiding the warenty for the customer? Because thats basically what happened.

So my question again. Was it ok for powersport to sell the unit through the method they did even though they knowningly broke the warranty?


Let me add this last part.

It would be AWESOME customer service if the manufactory took care of this issue for you, but first lets be honest, they didnt cause the problem, powersports did. The OP should be asking powersports why they would knowningly void his warranty and then tell him to call the manufactory.

Finally, i guess another question is why are you guys hammering the manufactory and not the guy who screwed you in the first place?

I agree completely.....

It really sucks that you had the issue in the first place (blown speaker), but it looks like your beef should be with Powersports! Even if they are "Authorized", they went out on a limb when they sold it to you via Amazon. In my opinion Cardo should be looking to remove them as an authorized dealer for doing so!

From Cardo's site:
IMPORTANT MESSAGE TO END-USERS ABOUT
PURCHASING FROM AUTHORIZED DEALERS

To avoid potential problems and to receive our support and warranty coverage, we strongly
recommend buying our products only from authorized Cardo dealers. Your favorite
brick-and-mortar store, or if authorized, the store's own website is always your best bet.
We'll be happy to provide you with the most up-to-date dealer listing through our dealer locator.
Generic online resellers such as Amazon or online auction sites such as eBay are not among
Cardo's authorized dealers, and purchasing our products from such sites will be at your own risk.

Cardo strives to provide quality products and exceptional customer service. We select dealers who
share that vision. Buying grey market items from unauthorized dealers on the Internet is
counterproductive and also adversely affects unsuspecting online consumers who may be purchasing
used, counterfeit or defective products or devices whose warranties are void. Protect your investment
by purchasing genuine Cardo and scala rider® products only from authorized dealers.

For comparison reasons, I found this on Arai's website:
WARRANTY
All Arai helmets are warranted against defects in materials and workmanship, and are serviceable only for the properly fitted* first user for 5 years from date of first use, but no more than 7 years from date of manufacture. It should be replaced within 5 years of first use.

*As neither Arai or the consumer can be assured that helmets sold by mail order, phone or internet are properly fitted and delivered in original, as new condition, Arai cannot and does not extend its warranty to helmets purchased through these channels.


Arai would be telling you the same exact thing if it was their product in this situation.

 

[Entoptic]

I agree completely.....

It really sucks that you had the issue in the first place (blown speaker), but it looks like your beef should be with Powersports! Even if they are "Authorized", they went out on a limb when they sold it to you via Amazon. In my opinion Cardo should be looking to remove them as an authorized dealer for doing so!

From Cardo's site:
IMPORTANT MESSAGE TO END-USERS ABOUT
PURCHASING FROM AUTHORIZED DEALERS

To avoid potential problems and to receive our support and warranty coverage, we strongly
recommend buying our products only from authorized Cardo dealers. Your favorite
brick-and-mortar store, or if authorized, the store's own website is always your best bet.
We'll be happy to provide you with the most up-to-date dealer listing through our dealer locator.
Generic online resellers such as Amazon or online auction sites such as eBay are not among
Cardo's authorized dealers, and purchasing our products from such sites will be at your own risk.

Cardo strives to provide quality products and exceptional customer service. We select dealers who
share that vision. Buying grey market items from unauthorized dealers on the Internet is
counterproductive and also adversely affects unsuspecting online consumers who may be purchasing
used, counterfeit or defective products or devices whose warranties are void. Protect your investment
by purchasing genuine Cardo and scala rider® products only from authorized dealers.

For comparison reasons, I found this on Arai's website:
WARRANTY
All Arai helmets are warranted against defects in materials and workmanship, and are serviceable only for the properly fitted* first user for 5 years from date of first use, but no more than 7 years from date of manufacture. It should be replaced within 5 years of first use.

*As neither Arai or the consumer can be assured that helmets sold by mail order, phone or internet are properly fitted and delivered in original, as new condition, Arai cannot and does not extend its warranty to helmets purchased through these channels.


Arai would be telling you the same exact thing if it was their product in this situation.

After catching up on all this the problem is clearly Powersports and I can understand why cardo will not warranty. It's in writing and it looks like your beef is with a shady company called Powersports. I now believe Cardo is off the hook and you need to pressure Powersports by informing them of their shady tactics. I would even go a step further to let them know you have no issue with contacting Cardo and letting them know PS is breaking contract.

 

[rodr]

On the other hand, Powersports does appear to be an authorized reseller for Cardo. The buyer reasonably expects warranties to be honored, is not a party to the contract between the manufacturer and the seller, and is not responsible for scouring the manufacturer's web site for conditions of sale.

 

[Carlo_Guzzi]

I think the retailer has an issue here and needs to make it right. They weren't supposed to sell it online, apparently or they have a difference of opinion with Cardo. They need to fix their problem with Cardo right now.

BUT Cardo's claim is bogus. He didn't buy it FROM Amazon, he bought it THROUGH Amazon. He bought it FROM an authorized dealer. It's like Cardo cares if he bought it with a Visa card instead of paying cash. Who the hell cares how the money got from his pocket to theirs? The product came from an authorized dealer and his money went to an authorized dealer. And I'm sure that Amazon took a percentage and a fee just like Visa does when I walk into a store and plunk down plastic. No difference.

 

[wakked1]

Thanks for posting, here's a vendor I will now avoid.

 

[revnort]

On the other hand, Powersports does appear to be an authorized reseller for Cardo. The buyer reasonably expects warranties to be honored, is not a party to the contract between the manufacturer and the seller, and is not responsible for scouring the manufacturer's web site for conditions of sale.

I think the retailer has an issue here and needs to make it right. They weren't supposed to sell it online, apparently or they have a difference of opinion with Cardo. They need to fix their problem with Cardo right now.

BUT Cardo's claim is bogus. He didn't buy it FROM Amazon, he bought it THROUGH Amazon. He bought it FROM an authorized dealer. It's like Cardo cares if he bought it with a Visa card instead of paying cash. Who the hell cares how the money got from his pocket to theirs? The product came from an authorized dealer and his money went to an authorized dealer. And I'm sure that Amazon took a percentage and a fee just like Visa does when I walk into a store and plunk down plastic. No difference.

Powersports IS handling the situation. The other points you two raise are why I am upset. The visa analogy is what I was thinking too.

Whatever gripe Cardo has with powersports is not my problem. I purchased a new item from an authorized dealer. If it was used then I wouldn't be in the least bit upset. The physical receipt I have says powersports superstore. Not Amazon. Had I sent them that then we wouldn't have any issue. What I sent them showed Amazon as being the intermediary (but also included powersports) which is why they refused service. When I had first talked to them they simply said go back to the retailer I wouldn't have (as much of) an issue. I still however believe that the manufacturer should warranty their products directly.

As a consumer there is no reasonable way for me to know that buying through Amazon would void my warranty. Especially since the documents that come with mention nothing about it, or even the warranty posted online.

The situation is moving towards a resolution through the retailer and hopefully that is the end of the story. A retailer sells things that manufacturers make. You won't really change my opinion that the manufacturer should stand behind its products when something goes wrong with that product. I shouldn't be in the middle of dispute between the company and it's authorized dealers.

 

[Dmitriy]

Even apple let's you do a ONE time transfer of Apple Care if you sell their product as used to someone!

 

[HaisseM]

Powersports IS handling the situation. The other points you two raise are why I am upset. The visa analogy is what I was thinking too.

Are you upset with Powersports by chance?

Whatever gripe Cardo has with powersports is not my problem. I purchased a new item from an authorized dealer. If it was used then I wouldn't be in the least bit upset. The physical receipt I have says powersports superstore. Not Amazon. Had I sent them that then we wouldn't have any issue. What I sent them showed Amazon as being the intermediary (but also included powersports) which is why they refused service. When I had first talked to them they simply said go back to the retailer I wouldn't have (as much of) an issue. I still however believe that the manufacturer should warranty their products directly.

As much as I'm glad powersport is finally handling the issue, your COMPLETE GRIPE should be with them. THEY Screwed you over and then tried to push the claim onto Cardo. How do you not have a real issue with that. I don't think Cardo has a problem with Powersports, sounds like they have a problem with a particular sales channel and to remove any type of issue with that sales channel they don't do business through them.

As a consumer there is no reasonable way for me to know that buying through Amazon would void my warranty. Especially since the documents that come with mention nothing about it, or even the warranty posted online.

And this is EXACTLY why you should be pissed at POWERSPORTS!! They KNEW buying this product through Amazon would VOID your warranty but didn't care. Instead they still sold you the product and tried to pretend like its the manufacturers issue. How are you not pissed about that?????

The situation is moving towards a resolution through the retailer and hopefully that is the end of the story. A retailer sells things that manufacturers make. You won't really change my opinion that the manufacturer should stand behind its products when something goes wrong with that product. I shouldn't be in the middle of dispute between the company and it's authorized dealers.

I can agree that manufacture should/could have taken care of the issue, but honestly it sounds like they've take the stance that many companies have. "We don't support this method of transactions and to remove any type of liability we're staying clear of it"

On a side note.. What do you mean moving towards a resolution, Powersports should literally be like... "Sorry man we f**ked up, here is a new/different unit, sorry for the confusion and have a nice day"

All evidence supports they are in the wrong, there is NOTHING to work through. Powersport should have already made this situation right.

Remind me never to do business with Powersports, shady vendors aren't my cup of tea.

 

[revnort]

Are you upset with Powersports by chance?

As much as I'm glad powersport is finally handling the issue, your COMPLETE GRIPE should be with them. THEY Screwed you over and then tried to push the claim onto Cardo. How do you not have a real issue with that. I don't think Cardo has a problem with Powersports, sounds like they have a problem with a particular sales channel and to remove any type of issue with that sales channel they don't do business through them.

And this is EXACTLY why you should be pissed at POWERSPORTS!! They KNEW buying this product through Amazon would VOID your warranty but didn't care. Instead they still sold you the product and tried to pretend like its the manufacturers issue. How are you not pissed about that?????

I can agree that manufacture should/could have taken care of the issue, but honestly it sounds like they've take the stance that many companies have. "We don't support this method of transactions and to remove any type of liability we're staying clear of it"

On a side note.. What do you mean moving towards a resolution, Powersports should literally be like... "Sorry man we f**ked up, here is a new/different unit, sorry for the confusion and have a nice day"

All evidence supports they are in the wrong, there is NOTHING to work through. Powersport should have already made this situation right.

Remind me never to do business with Powersports, shady vendors aren't my cup of tea.

A little more background:
I bought a powerset of two Scala G9 units. That's two communicators and two mounts etc. One was a gift, and one was for me. They are packaged together. They are both mounted to helmets, fully set up registered and are in use. On one mount the earpiece stopped working (the one on my helmet). I don't want to unmount, package up and return the entire set. I simply want the piece that is broken to be fixed. It is probably the least expensive electronic item in the box which makes all this even more ridiculous.

Here is how the dealings with powersports went.

I called and they said yes we are an authorized dealer, and then they checked in with distributor and said yes our agreement with Cardo is that they need to handle all warranty claims. He said give me a call tomorrow when the Cardo office is open and he would talk to Cardo and get it handled.

I called back, and they talked to Cardo, and he found out that yes the agreement also stipulated they couldn't sell through Amazon. They didn't know that. They got their management involved and told me they would get back to me asap.

They got back to me and are sending me an RMA for the item. They are working on just replacing only the broken item, and not the entire set.

I believe it was an honest mistake on their part. I don't think someone over there said let's sell these on Amazon and void warranties muhuhahaha.

The part I disagree with is that Cardo should not put me in the middle of the issue. I am a paying customer, I have a new registered product that I purchased from an authorized dealer (and met all the terms stipulated by their in box and online warranty). The product they manufactured is defective and they should fix it. Any issue with how I was sold the product should be handled between the companies and I shouldn't have a thing to do with it.

 

[HaisseM]

A little more background:
I bought a powerset of two Scala G9 units. That's two communicators and two mounts etc. One was a gift, and one was for me. They are packaged together. They are both mounted to helmets, fully set up registered and are in use. On one mount the earpiece stopped working (the one on my helmet). I don't want to unmount, package up and return the entire set. I simply want the piece that is broken to be fixed. It is probably the least expensive electronic item in the box which makes all this even more ridiculous.

Here is how the dealings with powersports went.

I called and they said yes we are an authorized dealer, and then they checked in with distributor and said yes our agreement with Cardo is that they need to handle all warranty claims. He said give me a call tomorrow when the Cardo office is open and he would talk to Cardo and get it handled.

I called back, and they talked to Cardo, and he found out that yes the agreement also stipulated they couldn't sell through Amazon. They didn't know that. They got their management involved and told me they would get back to me asap.

They got back to me and are sending me an RMA for the item. They are working on just replacing only the broken item, and not the entire set.

I believe it was an honest mistake on their part. I don't think someone over there said let's sell these on Amazon and void warranties muhuhahaha.

sounds like they realized it was their issue and are fixing it

The part I disagree with is that Cardo should not put me in the middle of the issue. I am a paying customer, I have a new registered product that I purchased from an authorized dealer (and met all the terms stipulated by their in box and online warranty). The product they manufactured is defective and they should fix it. Any issue with how I was sold the product should be handled between the companies and I shouldn't have a thing to do with it.

Honestly it's all Powersports here. They should have know they rules of their agreement with Cardo, they put you and Cardo in a bad spot. Cardo has a rule in place that they expect their authorized vendors to follow though on. Powersport didn't. Could Cardo have fixed your unit without any noise.... yes, but they shouldn't have to. It was up to Powersport to know the rules of their agreement and not try and throw Cardo into the mix at all.

Regardless glad you're getting it squared away.

 

[rodr]

Honestly it's all Powersports here. They should have know they rules of their agreement with Cardo, they put you and Cardo in a bad spot. Cardo has a rule in place that they expect their authorized vendors to follow though on. Powersport didn't. Could Cardo have fixed your unit without any noise.... yes, but they shouldn't have to. It was up to Powersport to know the rules of their agreement and not try and throw Cardo into the mix at all.

I don't agree. Both are blameworthy. Cardo because their "rule" is not in the warranty AND because it's goes against the principle of standing behind your product AND because they should not put the customer in the middle of a THEIR dispute with their AUTHORIZED vendor.

Also I would not be a bit surprised if Cardo was fully aware of what Powersports was doing, and let it slide because it was moving product.

 

[revnort]

I don't agree. Both are blameworthy. Cardo because their "rule" is not in the warranty AND because it's goes against the principle of standing behind your product AND because they should not put the customer in the middle of a THEIR dispute with their AUTHORIZED vendor.

Also I would not be a bit surprised if Cardo was fully aware of what Powersports was doing, and let it slide because it was moving product.

I'm glad a few people understand why I am upset. I totally understand the other point of view btw. I get it, but you are failing to see that point I am making.

During the entire interaction with them via the phone and email I was blown off, they were disinterested, and even just generally fucking rude. Unwilling to help as a matter of company policy. You can take away from that what you feel like taking away.

It is not the level of service I would expect when I purchase what is supposed to be a top of the line product. As I found out, I wasn't getting what I expected.

EDIT: You can keep asking if I expect Cardo to support their product even though the retailer broke the rule Cardo had given them and the answer will continue to be YES. They are not rules for consumers and they shouldn't affect me. If you can't understand that then we can agree to disagree.

 

[HaisseM]

I'm glad a few people understand why I am upset. I totally understand the other point of view btw. I get it, but you are failing to see that point I am making.

During the entire interaction with them via the phone and email I was blown off, they were disinterested, and even just generally fucking rude. Unwilling to help as a matter of company policy. You can take away from that what you feel like taking away.

It is not the level of service I would expect when I purchase what is supposed to be a top of the line product. As I found out, I wasn't getting what I expected.

EDIT: You can keep asking if I expect Cardo to support their product even though the retailer broke the rule Cardo had given them and the answer will continue to be YES. They are not rules for consumers and they shouldn't affect me. If you can't understand that then we can agree to disagree.

I think i understand why you are upset and i agree, its thier product and they should support it, but rules are in place to prevent certain things from happening. Sadly sometimes those impact innocent bystanders like yourself.

Luckily for you it sounds like Powersport stepped to to THIER mistake and are taking ownership. Hopefully powersport doesnt put cardo or another customer in this situation again.

 

[HaisseM]

I don't agree. Both are blameworthy. Cardo because their "rule" is not in the warranty AND because it's goes against the principle of standing behind your product AND because they should not put the customer in the middle of a THEIR dispute with their AUTHORIZED vendor.

Also I would not be a bit surprised if Cardo was fully aware of what Powersports was doing, and let it slide because it was moving product.

I dont think cardo has a dispute with an authorize vendor. I think they have a rule in place to prevent certain things from happening. This has NOTHING to do with standing behind their product and everything to do with enforing the rules you put into place. If they didnt enfore the rule then what would stop authorized or unauthorized vendors from selling their products through channels they dont agree with and then telling customers to go after cardo?

 

[rodr]

Looks to me like they have a "rule" in place that buyers cannot be expected to know about until after the purchase (if ever), and that is designed to weasel out of being accountable for defective products.

 

[Entoptic]

Looks to me like they have a "rule" in place that buyers cannot be expected to know about until after the purchase (if ever), and that is designed to weasel out of being accountable for defective products.

Dood you need to read the fine print more often. That is how most companies do things. You may not agree with it but Cardo is not at fault at all. As a matter of fact I believe Cardo did the right thing by telling the OP to talk to PS which he is and now everything is working out. Imagine if PS never said call Cardo and just handled it like they should have.

OP I feel your pain. It sucks to be stuck in the middle of 2 large corporations and trying to figure out who is screwing you. If I were you I would tell PS that you want to return the item and purchase it correctly so that if there is a future event you don't have to go through this again.

 

[Stormdragon]

If Cardo really gave a shit, they would have yanked their product from Powersports (Assuming they really cared about this no Ebay/Amazon sales thing) the first time this happened, and as good businesspeople, (businesspoisons?) they would have still honored their warranty.