Gentec International Reviews (%countItem)
Gentec International Rating
Address: 90 Royal Crest Crt, Markham, Ontario, Canada, L3R 9X6
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Now I am still waiting for a case manager to call me and tell me what they are going to do about it. so far I am not impress with Gentec International and there service.
Purchased an *** curved tempered glass screen protector for *** from retailer. Product comes with lifetime warranty.
Cracked within 2 days of purchase because product does not fit well on the phone. Pops up and then cracks when you try to use the phone. Contacted service center. Required to pay shipping for lifetime warranty replacement of product. Paid $11 for shipping. Received new cover, applied to exact specifications. Cracked again within 2 days!!! Went to retailer for refund because product is clearly junk.
Of course retailer would not refund because of the time it took for replacement to arrive retailer 15 days return policy past due! Called company for refund...they stated they do not provide refunds however will send replacement....all I have to do is pay shipping AGAIN ! I expressed willingness to try one last time however I refuse to pay shipping again. Agent told me she couldn't approve that (***) and sent me to a managers voicemail box
Terrible product, terrible customer service
I have *** Compact AW camera shoulder bag which has defects(design and material problem) on three different parts of the bag. Firstly, I contacted Gentec International Canada. I provided the related pictures and understood that they would fix-replace my problem through a phone talk(Ms.). Therefore, I visited their HQ in Markham Ontario Canada office. The service agent(Ms.) told me that I am carrying heavy items(One camera body and 4 lenses) in my bag and my bag is old. She refused the warranty claim. She said it is standard wear and tear and called the product manager(I do not remember his name). He repeated the same thing. I am an engineer, and proud owner of three different *** bags. And I know very well what is wear and tear.
I have chosen *** bags for the last 20 years because of the reliability and quality. Unfortunately, I couldn't say the same thing for the customer care and services after my visit to Gentec.
When I bought this particular bag 12 years ago, it comes with the lifetime warranty. Somehow the product manager didn't agree that the defects are covered by warranty. Basically he told me that the bag is in good condition and the defects do not satisfy the warranty conditions. Really? I tried the explain that these defects are not standard tear and wear. After that he offered me to replace the strap with different brand or different model. I asked him to give me a written statement explaining the refusal of the warranty claim. ***. ***
I have the original bag tag with a price and shop name sticker(***). I do not remember exact date of purchase and payment details.
As a loyal *** customer, I believe I need an apology and quick solution. I can provide the pictures of the defects (I can also provide the emails-between gentec and me- upon request), undoubtedly you would see the material and workmanship-design problems. I request a fix or replacement of the bag immediately.
Contact Name and Title: Norm *** - Service ManagerContact Phone: XXX XXX-XXXX ex ***Contact Email: ***@gentec-intl.comThis customer emailed to ask about procedures related to *** warranties. He was informed that he could send photos of the defect or come in person. He was advised by email that particular day was very busy: the next day would be better. If the damage was deemed to fall under manufacturers warranty, we would exchange his current bag for a newer model.He showed up about an hour later with a friend in tow. The customer had no proof of purchase, a basic requirement for all warranty claims. He provided a hang tag that he said was on the bag from the claimed retailer. The bag he presented is 12 years old and in remarkably great shape. He obviously takes care of his equipment and has pride of ownership. The flaws that were pointed out were minor, and well within normal wear and tear. He was informed that the bag was not a candidate for warranty replacement. The strap was the one area where the wear was greatest and we felt we could help out. The model of bag has been out of production for many years. We offered to replace the strap with one of comparable construction and quality, not necessarily from the same manufacturer. Not satisfied with the answers given, he asked to speak to a manager. The product manager for *** was in the office and came down to speak to the customer. His opinion of the bag was the same as the Service representative. Once again, the offer to supply a free strap was made, and the customer was still not happy. ***. ***.It later came to our attention that this same customer had attempted to get this bag replaced through the US brand head office and was told essentially the same thing we told him, this is normal wear and tear.We are more than willing to stand by our offer of a replacement strap. We will not be replacing this unit, as it is not defective.
(The consumer indicated he/she DID NOT accept the response from the business.)I had contacted them by phone and sent photos by email (May 8). Since I have no receipt after 12 years, luckily I found the original hang tag deep inside the bag. (with *** price tag on it). *** Anyway, this tag's picture was also added to the email. The same day their replied my email (***) is given below."The replacement for the *** is the Magnum 200 AW. It retails for $299.95.If you are willing to send us your *** we will replace in lieu of repair at no charge to you (other than the cost of shipping the bag to Gentec). The strap is certainly showing wear, but the minor flaws in the other pictures can be dealt with by using a bit of fabric glue and ingenuity.Please be aware that the lifetime warranty on *** bags does not cover normal wear and tear - and after a dozen years of use there will be some of that. If you would rather keep your *** bag and just get a replacement strap please let me know your shipping address.Although I don't have a padded strap that says "***" on it I can certainly replace the strap with a *** bag strap or one of similar construction and quality to ***."That time they were okay to replace. I called them again, ask if it is okay if drop by to get my replacement. They said okay and went there with my friend. Somehow they had changed their mind when I arrived there. The lady in the customer care said, I am carrying heavy items in my bag (one camera body and 4 lenses). Really? This bag was not designed for that. They were trying to find reasons not to honour their warranty. Even they said I took care of my bag very well. They wanted to replace only the strap. ''With a different brand.'' I said no. I want *** strap. They told me they do not have it. The manager came down. Very rude young guy. The manager was threatening me by calling me bully if I try to seek my rights. That moment I left their office. Later I have complained about the Gentec to US office. I have two other *** bags, one is older then this, one is newer. These bags have no problem at all. As an engineer graduated from a reputable Canadian university, I can confidently say that the defects on the bag are totally poor workmanship and material issue. Especially the strap defect is absolutely not a "wear and tear" issue 200%. I have checked the newer models, they totally changed these designs in a better way. They knew it very well, that is why they wanted the change the strap with another brand. I love my bags, yes it is true. I took care of them very well alongside with my other equipment. Almost 15 years, I have been using the *** products. I do not have the warranty terms this company had 12 years ago. A couple years back, this company was acquired by another company-***. Anyway I must say I am deeply dissatisfied and disappointed by ***'s service and customer care approach. If you don't honour your warranty, don't give lifetime warranty to any product.