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  1. #1
    Registered User kylejgilbert's Avatar
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    Unhappy Rep Fitness discolored 10 lb bumpers

    Received 10 lb plates that were yellowed and faded (see photo).

    Ty Gavin, customer representative stated, "I have seen it once before with our showroom model because we had a big window and sunlight was shinning on it a lot."

    Where is the quality control before items are shipped out? I am happy with some of my other Rep Fitness products but not this. Rep offered a 50% refund.. as if 50% was my issue? It's poor customer service, they should have gone above and beyond to make this right.

    Honestly disappointed in the lack of a pre shipping inspection and their response. I encourage another supplier with higher quality control.

    Kyle
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    Originally Posted by kylejgilbert View Post
    Received 10 lb plates that were yellowed and faded (see photo).

    Ty Gavin, customer representative stated, "I have seen it once before with our showroom model because we had a big window and sunlight was shinning on it a lot."

    Where is the quality control before items are shipped out? I am happy with some of my other Rep Fitness products but not this. Rep offered a 50% refund.. as if 50% was my issue? It's poor customer service, they should have gone above and beyond to make this right.

    Honestly disappointed in the lack of a pre shipping inspection and their response. I encourage another supplier with higher quality control.

    Kyle
    In all fairness, 50% seems like a reasonable refund in my opinion. Once you start training with it, do you really care what it looks like? Also, one thing to keep in mind is a lot of companies use the same suppliers for weight plates, bumpers, dumbbells, etc.
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    Originally Posted by ampire View Post
    In all fairness, 50% seems like a reasonable refund in my opinion. Once you start training with it, do you really care what it looks like? Also, one thing to keep in mind is a lot of companies use the same suppliers for weight plates, bumpers, dumbbells, etc.
    A lot of people don't want bumpers faded or metal plates looking beat. They should have offered 50% or a replacement. I'm surprised to hear that was Rep'S CS response.
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    Originally Posted by cwcmac View Post
    A lot of people don't want bumpers faded or metal plates looking beat. They should have offered 50% or a replacement. I'm surprised to hear that was Rep'S CS response.
    Yes, a 50% refund is very fair and faded bumpers are perfectly serviceable, but, IMO new plates should look like new plates, the option of replacements should have been on the table.

    You guys across the pond get the best deals, but any consumer here in the UK has the legal right to demand an exchange or refund on new gym equipment, whether it's imperfect or not.
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    Originally Posted by gym62richard View Post
    Yes, a 50% refund is very fair and faded bumpers are perfectly serviceable, but, IMO new plates should look like new plates, the option of replacements should have been on the table.

    You guys across the pond get the best deals, but any consumer here in the UK has the legal right to demand an exchange or refund on new gym equipment, whether it's imperfect or not.
    Yes new should be new, in new condition. If they were on sale for %50 off and the listing said discolored, then the OP could have made the choice to buy them discolored. It does not affect the function, but no one wants to feel like they were taken advantage of.
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  6. #6
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    Originally Posted by kylejgilbert View Post
    Received 10 lb plates that were yellowed and faded (see photo).

    Ty Gavin, customer representative stated, "I have seen it once before with our showroom model because we had a big window and sunlight was shinning on it a lot."

    Where is the quality control before items are shipped out? I am happy with some of my other Rep Fitness products but not this. Rep offered a 50% refund.. as if 50% was my issue? It's poor customer service, they should have gone above and beyond to make this right.

    Honestly disappointed in the lack of a pre shipping inspection and their response. I encourage another supplier with higher quality control.

    Kyle
    Hi Kyle,
    Did you ask for them to be replaced? For a cosmetic issue like that, the usual CS response is offering a discount, but if you want them replaced, there's no reason we wouldn't do that. You just have to ask.

    Regarding the yellowing--this is an oil mixture problem and happens occasionally with the 10 lb plates. As for pre-shipment inspection, these are inspected, boxed, and ready to ship from the factory, so we don't open the boxes after they've left the factory. I'd venture a guess it's the same for every company for bumpers.
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  7. #7
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    Oh my goodness. 50% discount is WAY more than fair - there's nothing wrong with the bumpers! Entitled consumers smh
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  8. #8
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    Originally Posted by dukenukem7777 View Post
    Hi Kyle,
    Did you ask for them to be replaced? For a cosmetic issue like that, the usual CS response is offering a discount, but if you want them replaced, there's no reason we wouldn't do that. You just have to ask.

    Regarding the yellowing--this is an oil mixture problem and happens occasionally with the 10 lb plates. As for pre-shipment inspection, these are inspected, boxed, and ready to ship from the factory, so we don't open the boxes after they've left the factory. I'd venture a guess it's the same for every company for bumpers.
    On spread and you have my respect. I do not know how you can deal with these idiot ****ing consumers.
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  9. #9
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    Originally Posted by chadsalt View Post
    On spread and you have my respect. I do not know how you can deal with these idiot ****ing consumers.
    This, except off spread now so repped. I'd feel like I hit the jackpot if I got some discolored bumpers for 50% off.
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  10. #10
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    I quote with pics. ()---() York Barbell Club #78 (DD) ()---()
    My gym pics: https://forum.bodybuilding.com/showthread.php?t=177315891&p=1583348411&viewfull=1#post1583348411
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  11. #11
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    Lol well this complaint thread backfired pretty quick *grabs popcorn*
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  12. #12
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    If it was my customer I would offer an immediate replacement to prevent threads like this.

    I had a similar experience with you and will not be a returning customer.
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    I get where you're coming from, but no one actually denied you a replacement. It's not like they offered an insultingly low discount; they offered 50%. Most people would jump at that. Nonetheless, I'm fairly certain they would have swapped them out entirely had you asked as the credit card company would have forced them to do so anyway if it came to that.
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    Originally Posted by dukenukem7777 View Post
    ....Regarding the yellowing--this is an oil mixture problem and happens occasionally with the 10 lb plates. As for pre-shipment inspection, these are inspected, boxed, and ready to ship from the factory, so we don't open the boxes after they've left the factory.....
    This is a known issue that isn't checked prior to shipment. Buyer shouldn't have to ask for anything....paid for one thing, received another.....and the excuse is it's a known issue that we don't check for.....say it ain't so Joe, say it ain't so....
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    Originally Posted by nwobhm View Post
    This is a known issue that isn't checked prior to shipment. Buyer shouldn't have to ask for anything....paid for one thing, received another.....and the excuse is it's a known issue that we don't check for.....say it ain't so Joe, say it ain't so....
    Someone has never ran a business before. The time and money it takes to inspect and then repackage every plate is way more than the occasional cost of a replacement. It would be stupid to do this for such a cheap product and just about every company would make the same decision.

    OP should definitely get a replacement that doesn't have this cosmetic issue. That being said, OP is definitely a huge pussy for being insulted by an offer of 50% off. The way he framed the 50% off offer is also ridiculous: "Rep offered a 50% refund.. as if 50% was my issue?" No silly goose, Rep is not saying he's at fault, they offered him a 50% discount for a cosmetic issue. That's a more than fair offer and he's not being forced to accept it.

    He didn't even ask for a replacement and yet ran to a forum to cry about it.

    TL;DR OP got a cosmetically defective product and was insulted by 50% off and instead wanted Rep to read his mind and offer him a reacharound.
    Last edited by piratelifebad; 09-12-2019 at 07:08 AM.
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    Originally Posted by piratelifebad View Post
    Someone has never ran a business before. The time and money it takes to inspect and then repackage every plate is way more than the occasional cost of a replacement. It would be stupid to do this for such a cheap product and just about every company would make the same decision.

    OP should definitely get a replacement that doesn't have this cosmetic issue. That being said, OP is definitely a huge pussy for being insulted by an offer of 50% off. The way he framed the 50% off offer is also ridiculous: "Rep offered a 50% refund.. as if 50% was my issue?" No silly goose, Rep is not saying he's at fault, they offered him a 50% discount for a cosmetic issue. That's a more than fair offer and he's not being forced to accept it.

    He didn't even ask for a replacement and yet ran to a forum to cry about it.

    TL;DR OP got a cosmetically defective product and was insulted by 50% off and instead wanted Rep to read his mind and offer him a reacharound.
    I strongly disagree with this.

    If you order a new product you should not be given a defect.

    If you are given a defect a non defective replacement product should be sent out immediately.

    A customer should not be required to know the magic words to make that happen. A customer should not have to ask for anything beyond informing the company of the defect received.
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    Originally Posted by FlyingHigh80 View Post
    I strongly disagree with this.

    If you order a new product you should not be given a defect.

    If you are given a defect a non defective replacement product should be sent out immediately.

    A customer should not be required to know the magic words to make that happen. A customer should not have to ask for anything beyond informing the company of the defect received.
    I don't find the approach unreasonable. They may have just said 'how about half off.' He could have easily (as I have done before) just said 'I''d like them replaced.'

    You're making this into something much bigger than it is.
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    Originally Posted by FlyingHigh80 View Post
    I strongly disagree with this.

    If you order a new product you should not be given a defect.
    Please show where I said that customers should get a defective product. It's impossible for any company on earth to avoid shipping an occasional defective product.

    I think you need to reread my post. I also said "OP should definitely get a replacement that doesn't have this cosmetic issue."

    Originally Posted by FlyingHigh80 View Post
    If you are given a defect a non defective replacement product should be sent out immediately.
    How about no? Some people prefer a partial refund for cosmetic/non functional issues. In fact, offering a partial refund first is the standard procedure across almost all industries.

    Originally Posted by FlyingHigh80 View Post
    A customer should not be required to know the magic words to make that happen. A customer should not have to ask for anything beyond informing the company of the defect received.
    Magic words? WTF, there's nothing magic about asking for a replacement after saying 50% off doesn't work for me.

    Let me offer a template that can be copied/pasted for all the future pussies who don't know how to ask for what they want:

    "No thank you on the partial refund, I would like a replacement instead".

    You're welcome!!
    Last edited by piratelifebad; 09-12-2019 at 07:45 AM.
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    Eh, I see both sides here. If I am ordering new gear I would be disappointed if I got it and it isn't what I expected and I think the proper response from the company should be, "How about 50% off or we could swap them out for some different ones?" and I'd take the 50% off because that's a great deal. Plus we are talking about 10lb bumpers here, not like he ordered a full set of revolvers and they were jacked up.
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    Originally Posted by piratelifebad View Post

    Let me offer a template that can be copied/pasted for all the future pussies who don't know how to ask for what they want:

    "No thank you on the partial refund, I would like a replacement instead".

    You're welcome!!
    Yeah no thanks. Garbage customer service gets no money from me. Good luck with your business.
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    Originally Posted by ncsuLuke View Post
    Eh, I see both sides here. If I am ordering new gear I would be disappointed if I got it and it isn't what I expected and I think the proper response from the company should be, "How about 50% off or we could swap them out for some different ones?" and I'd take the 50% off because that's a great deal. Plus we are talking about 10lb bumpers here, not like he ordered a full set of revolvers and they were jacked up.
    I agree 100% with this
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    Originally Posted by FlyingHigh80 View Post
    Yeah no thanks. Garbage customer service gets no money from me. Good luck with your business.
    First off, I don't own or operate a business.

    Secondly, if offering 50% off for a 100% functional product is "garbage customer service", then you've pretty much just outed yourself as a "I'd like to speak to your manager" soccer mom with the Kate Plus 8 haircut.
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    Originally Posted by piratelifebad View Post
    Secondly, if offering 50% off for a 100% functional product is "garbage customer service", then you've pretty much just outed yourself as a "I'd like to speak to your manager" soccer mom with the Kate Plus 8 haircut.
    Have to agree with your analogy.

    Mr. Gilbert posted once, to complain about a reasonable response, and never gave any details on the outcome. Guessing he was hoping he'd get to keep them free or be sent new ones and also allowed to keep those if he whined on here.

    I got an AB-5000 with some scratches and a seat that had more play than expected. Rep paid to have it shipped back and let me cancel the order. 100% certain Rep would have paid shipping back if he asked for a swap.
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    Originally Posted by dukenukem7777 View Post
    As for pre-shipment inspection, these are inspected, boxed, and ready to ship from the factory, so we don't open the boxes after they've left the factory. I'd venture a guess it's the same for every company for bumpers.
    Certainly in my company this is standard practice, all large ticket items would be PDI'd prior to shipping, but smaller items would be shipped in the manufacturers original packaging, or even shipped from a distribution hub, in this case we'd never even handle the packages.

    Some customers will accept nothing less than an item in perfect condition, exchanging items is time consuming and expensive, so offering a discount on imperfect items is pretty common practice, I have to say 50% must have a big impact on your margins, certainly in my company, on many items a 50% discount would leave us in a negative position, so I think you offer you made the OP was extremely generous.

    Originally Posted by chadsalt View Post
    I do not know how you can deal with these idiot ****ing consumers.
    Welcome to the world of retail.
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    I usually do not even read company complaint rants when it is the 1st post by a user in a forum. Just smacks of “I am really mad and I’ll show them they can’t do this to me, a person who is really important because I can post stuff on the internet.” or some similar pettiness.

    However, I read this one. Not surprisingly, I deem this thread to be less than a helpful public service announcement.

    However, this is just the opinion of another of the billion+ persons able to put their not necessarily important ideas on the internet.
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    Originally Posted by piratelifebad View Post
    Please show where I said that customers should get a defective product. It's impossible for any company on earth to avoid shipping an occasional defective product.

    I think you need to reread my post. I also said "OP should definitely get a replacement that doesn't have this cosmetic issue."



    How about no? Some people prefer a partial refund for cosmetic/non functional issues. In fact, offering a partial refund first is the standard procedure across almost all industries.



    Magic words? WTF, there's nothing magic about asking for a replacement after saying 50% off doesn't work for me.

    Let me offer a template that can be copied/pasted for all the future pussies who don't know how to ask for what they want:

    "No thank you on the partial refund, I would like a replacement instead".

    You're welcome!!
    Just replying to the fact that the retailer knows that there are issues with the manufacturer on said item. If I'm the retailer I require 100% inspection at the manufacturer site or at the retail warehouse before shipping to the customer until said manufacturing issue is resolved. That's just smart business. Now if I'm the customer I would jump all over the 50% discount, but there are some that want exactly what they ordered for the exact amount they paid.
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    Originally Posted by Steelfan7 View Post
    Just replying to the fact that the retailer knows that there are issues with the manufacturer on said item. If I'm the retailer I require 100% inspection at the manufacturer site or at the retail warehouse before shipping to the customer until said manufacturing issue is resolved. That's just smart business. Now if I'm the customer I would jump all over the 50% discount, but there are some that want exactly what they ordered for the exact amount they paid.
    It would probably be cheaper to just ship a replacement for free and let the customer keep the defective product than it would be to inspect every single bumper at the scale they are probably working with.
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    Originally Posted by Steelfan7 View Post
    Just replying to the fact that the retailer knows that there are issues with the manufacturer on said item. If I'm the retailer I require 100% inspection at the manufacturer site or at the retail warehouse before shipping to the customer until said manufacturing issue is resolved. That's just smart business. Now if I'm the customer I would jump all over the 50% discount, but there are some that want exactly what they ordered for the exact amount they paid.
    How can you say what Rep should do if you have no idea what the defect percentage is? You're not going to spend the time and money inspecting them and repackaging if it's a very small percentage that have the issue. This is some business 101 sh*t.

    One would also need to know the complaint or return rate as well. Let's remind everyone again that this is a cosmetic issue, not a functional or safety issue.

    You know what we do know with 110% certainty? OP is a giant pussy that can barely lift that 10lb plate.
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    Originally Posted by ncsuLuke View Post
    Eh, I see both sides here. If I am ordering new gear I would be disappointed if I got it and it isn't what I expected and I think the proper response from the company should be, "How about 50% off or we could swap them out for some different ones?" and I'd take the 50% off because that's a great deal. Plus we are talking about 10lb bumpers here, not like he ordered a full set of revolvers and they were jacked up.
    Yeah, there are two sides alright---

    One is running a well respected and successful business.

    The other is clueless.
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    Originally Posted by Steelfan7 View Post
    If I'm the retailer I require 100% inspection at the manufacturer site or at the retail warehouse before shipping to the customer until said manufacturing issue is resolved. That's just smart business.
    This thread is somewhat of a gray area and it really depends on the customer. The 50% discount is a great deal, but I'd prefer brand new looking plates as I'm moving away from used equipment towards new.

    However, one thing that is not a gray area, is that the quoted statement is 100% false. Requiring 100% inspection is definitly NOT smart business. That is very, very dumb business. Sounds great in theory, but does not hold up in practice.
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