Here is what I have to say:
I've bought a real good piece of equipment, Micoach Pacer, with Adidas in April. The piece of equipment cost me $219. One week into using the piece of equipment, somehow it refuses to work. As it is under warranty, I sent it back to the shop. I have to leave it there for them to find out what's wrong with it. I left it there and Adidas Bugis didn't not give me any forms of paper work stating that I have left my equipment with them for repair. So if one fine day if I goes back to the shop to ask for my items and if the shop manager states that they have no record of the items deposited to them, I'm screwed. I have no way to prove that my equipment was deposited there.
After I got it back from the shop, I started using it again... and again It failed to work. The online help desk was helpful and responsive. Gotten a reply in less than half a day. Was told to ask send it in to Bugis Adidas and ask a replacement. I was told they were out of stock therefore need to wait for a couple of weeks till the stock arrives. The day I sent it in was 24 April 2010.
29 May. I walk into City Link mall Adidas branch. I asked them if they have available stock. They mentioned their stock just came in. So I followed up with another question : Can I take my damage piece from Bugis Outlet and ask for a replacement from your outlet. Answer is no. We only handle repair and replace for sets bought from out outlet.
And I call Adidas Bugis and asked them about replacements. Again they mentioned that the stocks is not replenished yet.
So I wrote to Adidas help desk and manage to tell them how disappointed I was. The nice customer service officer located all the way in Germany put in a lot of effort trying to find a solution for me consulting her "head" and stuff. And here comes another disappointing reply.
"Dear Mr. Mike Wee,
I contacted the relative people for your Pacer issue again.
Our Adidas global CRM Manager from the headquarters in Germany contacted the regional manager in Singapore, who is the head of the whole country. They made a very careful check on everything and gave me the answer that due to the sales in the past few months they have run out of stock for a while and the new Pacers are expected to arrive sometime next week. I really hope this information is useful for you.
Could you please contact the shop again for the replacement Pacer? Sorry at the moment this is all I can do.
Here is my personal suggestion for your new Pacer. Please let the sales representative understand that you have been kept for waiting for a long term and they need to ensure that you have a useful Pacer. I also encourage you to use to and synchronize the new Pacer as often as you can to see how the new one goes. I am willing to give you helps on this issue.
Thank you so much for the email and I hope to hear from you soon.
We hope we made your experience better!
For further information you are welcome to visit our homepage www.adidas.com/miCoach."
My Personal opinion:
Firstly, I wouldn't buy gadget from Adidas again no matter how good it is cause there is totally no customer protection plan. No proper management of repair items, for example, repair chit, repair and replacement procedures etc. That piece of item I bought was a electronic item. If there was any repair and replacement procedure I don't see it for my case. 1 year warranty minus 2 months of wait. I'm left with 10 months warranty for what ever products comes by.
Secondly, I wouldn't buy gadget from Adidas again no matter how good it is because they don't not even have an above average logistic chain. How can you tell me to wait and wait and keep telling me its out of stock when other outlets other than Bugis have already received their restock? And the best part of it is, I can't even get my replacement from another outlet whom already has the stock and it seems that its not a possible avenue because the sales rep in the stores didn't even try.
And yes I'm pissed and I'm no longer comfortable with Adidas. I might as well stick to my Polar watch.
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Friday, June 18, 2010
Here is what I have to say: