vetrade
Established Member
- Joined
- Nov 1, 2011
- Posts
- 1,766
Had a bag (spinner hardcase) damaged in May. Coming off the carousel noticed one wheel rammed through into the interior. Baggage services at MEL were efficient and filled out a damage report. Told to take the bag to Sweeney’s (near Victoria Market) who said “unrepairable” and assessed the value at $350.
Sweeney’s showed us a selection of bags and virtually told “pick one”. Guy could not have been more disinterested, which was off-putting given that we had only been there about 60 seconds at this stage and there was no one else to serve. All bar one bag required we pay between $50 and $200 in addition to the $350 credit.
Two problems:
1. We didn’t like any of the bags on offer (yes, I’m particular about such things) ….and
2. We knew from a David Jones ad in the paper that morning that we could get all of the bags
40 – 50% cheaper there. The poor value was confirmed that night when I saw that Sweeney’s
own website had all of the bags at much lower prices than what we had been quoted
(i.e. should have been able to get any of the bags without a cash top-up required.
After 2 reminder phone calls Sweeney’s eventually sent a valuation/damage report to me for on-sending to QF baggage services.
Spoke to QF and they told me what they needed – did as instructed ….scanned and emailed immediately but had to chase up after 2 weeks. Told they didn’t receive the report from Sweeney’s (who had supposedly told them they had never heard of me!). After checking the file the operator found the Sweeney’s report was there after all.
I explained that I wanted re-imbursement rather than a credit at Sweeney’s as they didn’t have a bag I liked. The lass then confirmed they would give me $350 but that they only forward money in the form of a prepaid CBA Mastercard. Duly filled out another form “Request for Emergency Expense Card” – scanned and emailed back within 5 minutes.
Called QF again after 2 weeks –
“Haven’t received my card?” ……
QF “We can’t send it to you until you send us the completed form”
“You already have it”
QF …..checking………. “Oh yes, it’s here after all……….I’ll make sure it’s sent to you today. When you receive the card you need to ring us and we will activate it for you. You will then have 7 days to buy your bag; otherwise the funds will expire”
WTF? “You mean I have to spend the money within 7 days or I lose it?”
QF “Yes sir”
Negotiated an extension - so now I have 1 month to spend the money.
Then told they would send the card once I returned the damaged bag to them or Sweeney’s.
(by this stage I was mumbling “WTF” repeatedly under my breath – not least of all because I live 65 km from Melbourne and avoid the place as much as possible).
I explained that Sweeney’s had told me to just throw the bag away. It was now at the tip after a garage clean out. After a pause while checking with someone else I got told they would make an exception this time.
I’ll leave you all to draw your own conclusions as to what my feelings are about this whole process.
Just glad I wasn’t somewhere OS waiting for emergency funds because of a lost bag.
Sweeney’s showed us a selection of bags and virtually told “pick one”. Guy could not have been more disinterested, which was off-putting given that we had only been there about 60 seconds at this stage and there was no one else to serve. All bar one bag required we pay between $50 and $200 in addition to the $350 credit.
Two problems:
1. We didn’t like any of the bags on offer (yes, I’m particular about such things) ….and
2. We knew from a David Jones ad in the paper that morning that we could get all of the bags
40 – 50% cheaper there. The poor value was confirmed that night when I saw that Sweeney’s
own website had all of the bags at much lower prices than what we had been quoted
(i.e. should have been able to get any of the bags without a cash top-up required.
After 2 reminder phone calls Sweeney’s eventually sent a valuation/damage report to me for on-sending to QF baggage services.
Spoke to QF and they told me what they needed – did as instructed ….scanned and emailed immediately but had to chase up after 2 weeks. Told they didn’t receive the report from Sweeney’s (who had supposedly told them they had never heard of me!). After checking the file the operator found the Sweeney’s report was there after all.
I explained that I wanted re-imbursement rather than a credit at Sweeney’s as they didn’t have a bag I liked. The lass then confirmed they would give me $350 but that they only forward money in the form of a prepaid CBA Mastercard. Duly filled out another form “Request for Emergency Expense Card” – scanned and emailed back within 5 minutes.
Called QF again after 2 weeks –
“Haven’t received my card?” ……
QF “We can’t send it to you until you send us the completed form”
“You already have it”
QF …..checking………. “Oh yes, it’s here after all……….I’ll make sure it’s sent to you today. When you receive the card you need to ring us and we will activate it for you. You will then have 7 days to buy your bag; otherwise the funds will expire”
WTF? “You mean I have to spend the money within 7 days or I lose it?”
QF “Yes sir”
Negotiated an extension - so now I have 1 month to spend the money.
Then told they would send the card once I returned the damaged bag to them or Sweeney’s.
(by this stage I was mumbling “WTF” repeatedly under my breath – not least of all because I live 65 km from Melbourne and avoid the place as much as possible).
I explained that Sweeney’s had told me to just throw the bag away. It was now at the tip after a garage clean out. After a pause while checking with someone else I got told they would make an exception this time.
I’ll leave you all to draw your own conclusions as to what my feelings are about this whole process.
Just glad I wasn’t somewhere OS waiting for emergency funds because of a lost bag.
Same procedure and both bags replaced within a couple of days.
