Awful experience with customer service representative for løpeshop.no Heidi Foss. My garmin fenix 3 HR watch had a design flaw that made the watch useless with normal use within short time. Well-known to garmin and they've redesigned this in their fenix 5 HR. In Norway we have a special law that protects the buyer from products with design flaws (reklamasjon). If the product is supposed to last longer than 2 years, the law will provide an extended guarantee that the buyer will either get repair, replacement or the money back for a total of 5 years since the product was bought. I contacted løpeshop.no customer service 2. of April by email and told them about the problem with photos and receipt. Didn't hear from them after over 3 weeks and sent them a new email. They then claimed that my email hadn't arrived the first time. Google notifies if email-sending fails and I have their reply in the same email thread so it was obvious this was untrue. I wanted to keep a civil tone and tried to let it slide. They asked me to resend the information and pictures. I did. I then got a reply that recommended me to contact garmin myself. I replied and said that i was claiming reklamasjon and not warranty. Next reply got told med that since this it was over 2 years since I bought it I would have to contact the producer myself. The danish woman may perhaps gotten a correction from her coworker, because after a few minutes I was told that if I wanted them to handle the case I would have to expect a delay in processing time of 4-6 weeks.
It was obvious that I was better off with contacting garmin. I did and that was a pleasant and efficient experience. I will never buy from løpeshop again. Horrible customer service. Directly dishonest and manipulative if not ignorant. It's obvious that they haven't prioritised customer service and that the only people in that department are only tasked with ignoring and weaselling out of their responsibilities. All summed up
1) Ignore first contact
2) Lie and claim first email never was received
3) Lie and claim I have to solve this myself
4) When corrected responds with threatening that they will not touch my case until at least 4-6 weeks have passed since the receive the product.
5) No apologies for their incorrect, ignorant if not manipulative, claims.