Buyer beware!!

Been awhile since I have posted here but I just want to say hi to everyone and tell a little tale about what happened to me.
Back when I started this shaving method, a couple of years ago I had to buy the appropriate gear just like everyone. This thread will speak to my shaving brush, it's a DOVO and was sold to me with a 10 year warranty. I bought it from Classic Shaving.com and now that I have trouble with the brush they dump it right back to the manufacturer. Ok, lesson learned. I won't buy from another retailer that doesn't stand up and honnor the warranties on behalf of their customers. I hate passing the buck types.
The handle has come completely loose from the bristles and is getting floppier by the day. All I get from DOVO is emails on how I must have misused the brush. Total B.S.

Just be careful where you buy. If everything goes well then you have nothing to worry about, if not ? Look out.
Later fellow Cut Throat Brotherssss ....:rock:

Sorry to hear that. I've had nothing but excellent service from Classic. I was even called last week by them to tell me that they changed my shipping method because the one I selected wasn't the fastest for the price. Same is true about SRD. I get shipping confirmation emails, calls, etc.

I can't speak about the brush, since I don't own any Dovo brushes. Have you been using extremely hot water? Do you hang your bush upside down after whisking excess water out?

Bummer. I bought a TI Super Gnome from Classic a year and a half ago and it was warped. Classic told me to contact TI directly and gave me info to do so. I did and after approx 6-8 months I did end up getting a replacement from TI.

Chris L

Hmmm.. The vendors I have purchased items from (not just shaving) have covered the item for some time after the sale. But after awhile the coverage reverts to the manufacturer. Now just when that happens is a matter for discussion. I, too, have always had good dealings with Classic.

That could have been what happened in my situation. I don't recall the time frame from when I purchased the TI to when I notified Classic of the issue but it wasn't immediately after the purchase. There was a lag.

Chris L

It's the manufacturer that gives the guarantee, not the reseller. All the reseller can do is to knock on the manufacturers door. If they care about their reputation for customer service, then they surely should not just point you in the right direction, but they should negotiate themselves about the failing brush with Dovo. They still sell Dovo brushes, hence they sure are in a better position to contact Dovo than you are.

If they see any reason for the guarantee to be void, they should at least have the courage to tell you that.

Thanks for sharing, I sincerely hope Dovo and/or Classic Shaving still come about.

Bart.

Why buy from a retailer when the guarantee is reverted after a while to the manufacturer? In the Netherlands the retailer is the one who takes care of the guarantee and has to take care of replacement or repairs as long as the item is covered by a guarantee.

I use hot tap water, rinse the brush completely, shake out the excess and hang it in a brush stand to dry. I use it to create a lather and apply it to my face. Nothing else.

Changing shipping methods in my mind falls under a different place in customer service. Retailers in my mind should handle the battle with the manufacturer on behalf of their customers. They purchase stock in volume and have more clout if you will to deal with the factory.
In my mind it's just not right.
Harley

That sounds messed up Dude. You would think Classic would replace it for you and deal with the Manufacturer. I'm sure they can just write if off, or get another when they place their order. Couldn't they just tell Dovo it's defective. What does the so called Warranty cover anyway? It sounds like a defect. Your using it as it's intended to be used, nothing else. It seems to me, that companies that offer Warranties or Insurance always look for a reason not to pay. I just had a similar situation with an Ebay seller. The guy offered a 7 day money back guarantee, except for me apparently. Thank God for Paypal.

I would be more annoyed at Dovo than the vendor. Their brushes are not cheap and that 10 year warranty would be the main reason for paying a premium.

If it's just a loose knot, have they not offered to just reglue it for you?

I guess I am going to have to ship the brush to Germany and see what happens. Looks like im back into Edge gell for awhile. I hate that....lol

get yourself a cheap boar brush or something in the mean while.

My brush has gone back to Edwin Jagger. The horn started warping & it began to shed. I contacted the place i bought it online. The Gentry Grooming Co. They are great. Respond to emails etc, deal with Jagger, paid postage for me.Jagger said it would be a 3 day turnaround. 2 bloody weeks they've had it now! At least the vendor's are doing what they can for me.
I don't know whose responsibility your brush would be, but i think you could've been helped out a little more.
I went out & got a cheap, cheap brush. 39p! It's horrible, but better than canned stuff!

Sorry to hear about your difficulty but whether you buy a TV, car, dishwasher or shaving supplies you are relying on the maker for the guarantee. The only exception is when a retailer has a specific return policy which is usually less than 30 days.

Just a thought but why not just squirt a little CA around the knot and firm it up. I would rather do that than hassle with the shipping and waiting for a new brush.

bj

Which Dovo brush do you have? One with a standard shaped handle or one with the long thin "viision" type handle? I got a Pearlex handled one that is over 2 yrs old no issues but I have read of quite a few who have had problems with the "vision" type handle if the latter is the case I would think it should be a known issue.

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Originally Posted by Kees

In the Netherlands the retailer is the one who takes care of the guarantee and has to take care of replacement or repairs as long as the item is covered by a guarantee.

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Same in the UK. It's the retailer's responsibility to sort out problems. They do the arguing with the manufacturer.

Gareth

For the most part here in Canada the retailers act on behalf of the purchaser and they deal with the manufacturer, I guess we are spoiled. I guess I have to ship the dang thing to Germany and wait and wait and wait.

Most likely members who understand English or American English but for whom it is not their mother tongue will make this mistake. I for one always thought the difference might have been a difference of English and American (like in lift and elevator), but apparently was wrong in this :hmmm:

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Originally Posted by OLD_SCHOOL

Warranties and guarantees are two completely different things, so I don't know why several members have commented about a guarantee, when the OP spoke of a warranty.

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And as others already pointed out, guarantee and warranty regulations will most likely differ from country to country, and indeed in the Netherlands the seller is the one responsible towards the customer regarding the items he sells. Hence, for the end customer, it is the retailer that has to take on any issues and handle them with the distributor or manufacturer. Part of doing business and put a markup on the price. If this would not be the case, his mere existence would not be necessary and the customer would (should) be able to purchase directly from the manufacturer.

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Originally Posted by cagiva905

Most likely members who understand English or American English but for whom it is not their mother tongue will make this mistake. I for one always thought the difference might have been a difference of English and American (like in lift and elevator), but apparently was wrong in this :hmmm:

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Yes, me too. I looked it up a few months ago in the "Free Online Dictionary", that misleadingly present them as synonyms:
3.http://img.tfd.com/wn/10/65BE4-warrantee.gifwarrantee - a written assurance that some product or service will be provided or will meet certain specificationsguarantee, warranty, warrant
surety, security - a guarantee that an obligation will be met



I understand now there's a subtle (?) legal difference.

Quote:

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Originally Posted by cagiva905

And as others already pointed out, guarantee and warranty regulations will most likely differ from country to country, and indeed in the Netherlands the seller is the one responsible towards the customer regarding the items he sells. Hence, for the end customer, it is the retailer that has to take on any issues and handle them with the distributor or manufacturer. Part of doing business and put a markup on the price. If this would not be the case, his mere existence would not be necessary and the customer would (should) be able to purchase directly from the manufacturer.

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Apart from legal obligations, there's also the point of morality, and what most customers would consider good or bad after sale service.

My family owned a furniture store for 4 generations, about 150 years. It was upper end and sold known, expensive lines. We were sucessful because we understood that Customers have choices. A good retailer understands and values the customer's decision to purchase from them. Service is the critical component the retailer brings:
product knowlege
prompt attention and courteous treatment
interaction with the wholesaler/manufacturer

In return customers bring their loyalty - repeat business, referrals.

But today, you can get vast knowlege on the internet. Have you gone into one of the few shave retailers (AOS comes to mind) and not known more than the person assisting you? So you do your research then go online for the lowest price. Price and availability become more important to retailer sucess (to some) than anything else.

I can't imagine our furniture store ever telling you how to reach the manufacturer.....we'd have done it no questions asked!!!! While the premier retailers are being replaced by the mass market big guys, service can still be found. All of the retailers I've dealt with and have learned about on SRP have been terrific. My wife works parttime at Williams Sonoma........no questions...they take it back!

Customers! Awaken: We are tired of this and wont take it anymore!!!!

Good story anyway. Thanks for sharing (by the way, see how much bad press one gets from this kind of customer neglect!!).


Jim

Ahh, a wise man that get's the purpose for my post. Well done my friend, well done!!

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Originally Posted by Bart

Yes, me too. I looked it up a few months ago in the "Free Online Dictionary", that misleadingly present them as synonyms:
3.http://img.tfd.com/wn/10/65BE4-warrantee.gifwarrantee - a written assurance that some product or service will be provided or will meet certain specificationsguarantee, warranty, warrant
surety, security - a guarantee that an obligation will be met



I understand now there's a subtle (?) legal difference.




Apart from legal obligations, there's also the point of morality, and what most customers would consider good or bad after sale service.

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I am pretty sure that even if there is no written garantee there is always an implied warantee of servicability for which the item was designed and marketed. Lawyer comments? Jump in please!

Since you have asked CS and Dovo for help and received none, you might consider doing the repair yourself with some CA or Gorilla Glue. Then you could take your business else where. Chalk it up as experience.
I am surprised they have not contacted you to correct this after hearing it here. I can not imagine they want this kind of advertisement.
:gl:

I haven't done business with ciassicshaving or Dovo since I tried to get some help from them 2 years ago on a 7 day set I bought from them 2 years previously. My imitation tortoise scales began to seriously warp for no apparent reason that I could see. I called classicshaving for assistance. They claimed there was nothing they could do but they would call Dovo for me. When they got back to me they said Dovo insisted that I must have got them close to a heat source and would do nothing for me. The closest they ever got to a heat source was a San Diego summer in the bathroom medicine cabinet. I thought the set was a life time purchase and figured the scales should last longer than 2 years. I found that the price of installing all new scales was almost as much as the set. This was before I discovered SRP. I sold them as quick as I could. I didn't want to look at them any longer.

I know EXACTLY what Jim means about going into a "specialty" store and knowing more than the clerk. In addition to my day-job, I have a part time business as a wedding photographer, and I have to really watch my tongue when I go into a Shutterbug or Ritz camera store because I invariably find myself having a pointless and circular conversation with a salesman who doesn't know which end of a camera to look in.

My solution for photography equipment was to find a small, privately owned camera shop. Sometimes I have to wait for him to special order what I want, and I usually pay a premium for the top quality service I get there, but it's worth every penny to me.

Sadly, what this thread so clearly illustrates, is that the days of the small, privately owned cutler are gone. If you live in a VERY big city, NY/LA/Chicago/London/Paris, you can probably find one, but most of us are stuck dealing with people over the internet; and on the internet, it's the "big sellers" that you find most readily.

All I can say is thank God for the SRP classifieds.

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Originally Posted by OLD_SCHOOL

Sounds like Dovo doesn't want to take responsibility for their product's failures. It's a sad day when this happens. If they keep that attitude up, they may end up with a reputation like that brand Kamisori. Oh wait, doesn't Dovo produce the razors for Kamisori? :thinking: I wonder in this case who should really be getting the bad reputation.

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By the way O_S, that Japanese natural is developing a crack that is hindering my honing...;)

I thought this thread would have run it's course and died...lol
Dovo will "look at the brush" after I pay a fortune to have it shipped half way around the world. All that needs to be done is the knot needs to be re glued. I don't have the time or expertise to do it so I will ship the dang thing back to Germany and probably get stuck paying way to much to have it fixed. 10 years my a%$!! Once they have it in Germany I am at their mercy.. Oh well like I said earlier.. Lesson learned.

Tnaks for the comments/warning re classic shaving. Will give it a miss in the future considering their very poor customer support service.

Please see NEW post regarding this Thread!!

ClassicShaving.com has rectified the issue with my Dovo Brush. Please read the new thread titled "Eating Crow" in this section.
Harley

and for the guys that are as lazy as I am...

http://straightrazorpalace.com/brush...ting-crow.html

:w

Good to hear everything gets solved..

Maarten