jiml395

BE AWARE OF THE COMPANY'S WARRANTY POLICIES

If you need to claim warranty or dispute an error in the packaging or an item it will be at YOUR cost.

In short...
On the 10th June 2024 I emailed Brett's Trucks ([email protected]) to let them know there was a problem with 2 of the 7 marker lights I recently purchased. The 2 markers in question were white, one ended up being Amber (labelled incorrectly by Brett's Trucks) & another barely worked & when it did it was intermittent. I sent photos showing the mis-labelling. I asked for the items to be replaced.

The reply I received was all in upper case & very generic. See below, copy & pasted from my email...

TO CLAIM WARRANTY,

THERE IS 2 WAYS TO HANDLE THIS,
A) YOU CAN BUY ANOTHER ITEM(S) OFF US , TO KEEP YOUR VEHICLE ON THE ROAD, AND SHOULD YOUR CLAIM COME BACK IN YOUR FAVOUR , WE WILL THEN CREDIT THE ORIGINAL ITEM, THAT WAY YOU ARE STILL ABLE TO USE THE VEHICLE.
B) OR, YOU CAN RETURN THE ITEM AND AWAIT THE OUTCOME, IF YOUR CLAIM COMES BACK IN YOUR FAVOUR A REPLACEMENT UNIT WILL BE SHIPPED TO YOU FREE ASAP. (PLEASE NOTE CLAIMS CAN TAKE 2-4 WEEKS TO ASSESS)
C) IF YOUR CLAIM COMES BACK, THAT IT IS NOT A WARRANTY CLAIM, THEN YOU ARE WELCOME TO HAVE THE REJECTED ITEM RETURNED TO YOU,(FREIGHT CHARGES WILL BE APPLICABLE TO YOU)
WE WILL HOLD YOUR ITEM FOR 7 DAYS AFTER WE HAVE ADVISED IN WRITING, AFTER 7 DAYS THE ITEM WILL BE DISPOSED OF.

YOU NEED TO RETURN THE ITEM WITH A COPY OF YOUR TAX INVOICE TO US.
YOU NOW HAVE 30 DAYS FROM TODAYS DATE, TO ACT ON YOUR WARRANTY REQUEST OR ANY WARRANTY REQUEST FOR THIS ITEM WILL BE REJECTED !

YOU ARE ADVISED TO SEND IT WITH TRACKING, AS WE WILL NOT BE HELD RESPONSIBLE FOR ITEMS THAT YOU SEND GETTING LOST.
THE PRODUCT WILL THEN BE RETURNED TO MANUFACTURER/WHOLESALER TO CHECK YOUR WARRANTY CLAIM.
THIS IS ACTED ON URGENTLY AND SHOULD NOT TAKE LONGER THAN 10-15 WORKING DAYS
PLEASE MAKE SURE THE FORM IS COMPLETE WITH ALL REQUESTED INFORMATION COMPLETED, FAILURE TO DO SO WILL PROLONG THE PROCESS AND WILL NOT BE ACTED ON UNTIL YOU HAVE DONE SO.

PLEASE CLICK ON LINK BELOW, READ THROUGH THE TERMS

https://brettstruck.com.au/pages/warranty-form

BRETTS TRUCK PARTS
WARRANTY DEPARTMENT
17 CRAFTSMAN AVE
BERKELEY VALE
NSW 2261

CHEERS
BRETTS TRUCK PARTS…..

Not happy with the generic & impersonal reply I called Brett's Trucks, I was asked to re contact Brett the Manager/Parts picker, who works from home. Due to the labelling mistake, I politely asked if I could have an immediate refund or a refund upon receipt of the faulty markers, so I could get on with & complete the installation. The Managers reply was very unprofessional, see below...

we told what to do
no good sending another email ,
nothing will change !!!
mindyou you only had 30 days from when you first said you had a warranty issue,
that time frame is not open ended
refer back to what we replied to your first email.
"please note we and "led autaolamps australia" based in melbourne
https://ledautolamps.com/
do not do warranty claims via email.
the item must be checked and see if it is actual warranty.
please also not, warranty is in the form of replacement lamps , nothing else.

Brett's Trucks make claims of "We make customer service a priority" & "We are serious about customer satisfaction", but it appears that if it's not in their best interest they cannot help you.

It was not viable for me to spend $15 to return 2 markers & have to wait 2-4 weeks for an outcome, nor was it to purchase replacement markers from this store & pay for postage twice, to send the old ones & send the new ones. The options are Insane!

I get that they need to check if an item is faulty, but a one size fits all approach by treating every customer with such rudeness & ignorance is a sure way to lose customers & tarnish whatever reputation it has.

Absolutely appalled by the lack of after sales customer care, I did not wish to deal with Brett's Trucks any longer. So I immediately & pleasantly sought my replacement marker lights from another online store who values genuine customer service, along with competitive pricing.

NEVER will I recommend or return to Brett's Trucks again.

Definitely recommend CNH Automotive... Needed the lower bushes replaced for rego ASAP, after speaking with them it was clear they knew what needed to be done! With their busy schedule they squeezed me in, so happy they could help & even more so that they got the job done quickly & at a great price! Great service! Thanks guys