If you recall dear readers, at the end of Part 3 there was an unfortunate crossing of the beams, or rather the drum of the power planer and a piece of cloth. We’re digressing here for a moment to tell a story that follows the classic narrative arc:
- stasis
- trigger
- quest
- surprise
- critical choice
- climax
- reversal
- resolution
Once upon a time I started making a table out of reclaimed timbers. This project involves the trimming of gnarly old, hardwood deck timbers with saw and power plane. The power plane is a hugely important character in this tale, without whom we would altogether be at a loss. His name is RYOBI, and he is a fetching shade of bright green, and is about fifteen months old. One day RYOBI accidentally swallowed some cloth, which wrapped itself around the drum before his operator could stop him spinning.
His operator (after unplugging RYOBI) unscrewed his side plate and tried to flip off RYOBI’s toothed drive belt so that the blade drum could be turned in a reverse direction so as to free the cloth. Sadly, the belt broke during this exercise. “No problem…drive belts on such power planers are user replaceable items,” thought RYOBI’s operator, “I’ll just get a new belt.”
And so to the store where RYOBI was originally purchased; the local Bunnings Hardware. Here the friendly Tool Section man, Luke, advised that belts could only be ordered via the Special Orders Desk in the store. “Bah-Humbug to that” thought RYOBI’s operator, and he promptly went home to order one online instead.
Here our story takes a dark and frustrating turn, as it turns out that the sole merchant for RYOBI products, including spare parts is in fact Bunnings. In fact the “Spare parts” page of the RYOBI Australia website is simply a store locator to allow you to find the nearest Bunnings outlet. Rather than head out the door again, RYOBI’s operator let his fingers do the walking and with a quick phone call later an order was placed for a new drive belt. All seemed OK in the world, and RYOBI would soon be happily spinning again and helping with the job of making the coffee table.
Hope was crushed however when a couple of days later a young lady by the name of Ali’ rang from the local Bunnings to advise that the RYOBI company had discontinued the supply of the needed drive belt. “But how can that be!?!?!” RYOBI’s operator exclaimed “They are still advertising that model planer on the website as being a current model, and you’re still selling the planers in the store!” Ali’, being only the messenger of the bad news in this saga was not held to blame however, and she offered our heroes redemption in form of a warranty claim “If you’ve had the planer for twelve months or less, and have the sales receipt just come into the store and we’ll replace it for you.”
Alas, RYOBI was already fifteen months old, and the sales receipt had not been kept. Drat! Double Drat!! And furthermore…Botheration!! However a few days later, after much seething about the Wasteful, Throw-Away Society in which we live and the expense of having to buy a new planer in order to replace a perfectly good one RYOBI’s operator noticed that RYOBI’s original box documented that he came with a TWO YEAR warranty. Still no sales receipt, however usually such a store as Bunnings will do a product swap or similar on supply of the credit/debit card used for purchase.
RYOBI’s operator tucked him all up neatly and snugly in his box, along with all his accessories and headed off therefore to the local Bunnings outlet. Now this Bunnings is not actually the same Bunnings where our hero was purchased, as that outlet has subsequently been closed and the store reopened to larger premises just a throw of a hammer distance away. Presenting himself, RYOBI nestled in his box, his tale of woe and his card at the service counter RYOBI’s operator was told “We can’t actually look up card purchase history from that other (now closed) store as in our IT systems that is officially a different store than this one and we don’t have access to that store’s records. Nevertheless, go and see Luke in Tools and we’ll sort it out somehow.”
Off to see Luke, to again tell the story, point out the illogic of the fact that Bunnings is still selling the same model of planer that the manufacturer is no longer stocking parts for even though its only fifteen months old and advise that the lovely lady over at the Service Counter has promised a happy ending. “But we can look up the purchase.” says Luke “We can’t in-store but our central IT department can do a search if you can tell me roughly when you made the purchase. I’ll need your card details and a rough idea when you made the purchase, and if you give me your mobile number and wait a while I’ll see what we can do.”
RYOBI and his operator thus went on an extended browse around the BBQ section, the plant nursery, a toilet stop (Note to Bunnings – you need more than one hand drier in the men’s toilet) and then back to the tool section to ogle the selection of Dremel fittings…until….some 45 minutes later….bbrrrnngg bbrrrngg goes the mobile with Luke on the line to say “Come and find me again and we’ll sort you out.”
It transpires that the IT department was still doing whatever Central Bunnings IT Departments do to try and locate a purchase in their records, but that Luke had decided to Do the Right Thing and process it all as a product warranty swap, and worry about the paperwork later. Sad, not-really-broken-but-needs-a-new-drive-belt RYOBI was thus left with the lovely lady at the service counter and replaced with a brand, spanking new replacement model.
Our story ends mostly happily then. The RYOBI company remains in the bad books for discontinuing a simple, user-replaceable part for a model of power tool that is still current and still being sold, and during the warranty period! Bunnings however demonstrated good customer service and sorted out the problem.
I now have a brand new planer, with a two year warranty starting now, and a new sales receipt that I will file away for a rainy day. However I am still annoyed that what is basically a perfectly good tool chock full of metal and plastic and the embedded energy and other resources used to manufacture it is no doubt destined for landfill. Totally and avoidably wasteful! Grrr!