Just received my Gardiner xtreme 18ft pole :)

[bob duff]

No I have 18 with metal rings Bob.Two weeks using it now and working fine.

Not impressed with the supreme brush though, finding the fibres are falling out way to easily!

 

[bob duff]

Mine where fine at first then after a few months started spinning they replaced the top 3 sections section 3 both rings gone again they told me I was unlucky I belive it's a design falt that's probably why new one not have

 

[spruce]

Mine where fine at first then after a few months started spinning they replaced the top 3 sections section 3 both rings gone again they told me I was unlucky I belive it's a design falt that's probably why new one not have

Isn't it a bit strange that you are the only one having an issue @bob duff. Isn't it strange that when Gardiners announced that they where upgrading the 'ringed' extreme pole with a conventional designed pole that some users objected because they believed that this pole couldn't be bettered?

The only occasional complaint we heard on the forum from users was regarding the previous extreme that didn't have rings. It wore quickly at these clamping sections. We have heard of sections breaking, but then the owners have admitted responsibility - trying to close open windows.

I worked for Bosch in the after sales service department for many years. Bosch Germany calculated that the warranty claim 'pot' was divided into 2 categories, genuine warranty and goodwill. The goodwill category was a higher proportion than the genuine category was. There were many times that we gave warranty on a power tool because it kept the customer happy - we looked at the bigger picture. Sometimes we also gave a warranty (even when it clearly wasn't) if the customer came up with a good cause story, one that was so bizarre it would give us a good laugh and we would put in the memory banks for later.

In the vast majority of claims where a customer pointed a finger at the product being at fault, it was in fact his 3 lower fingers that were pointing to the real source of the failure - the operator. I don't know all the facts, but on the surface I would say that Alex replaced sections for you under goodwill and not because they were a genuine warranty.

Sorry @bob duff but you appear to have become a member of this forum to slag off a pole with a design fault (in your words) and have continued to do so even after Alex has responded so politely to you. You have also accused Alex of lying on a public forum and you have ignored his response. You have posted 9 times, and most are negative.

Those lower 3 fingers are pointing back at you again!

 

[Poles Apart]

Isn't it a bit strange that you are the only one having an issue @bob duff. Isn't it strange that when Gardiners announced that they where upgrading the 'ringed' extreme pole with a conventional designed pole that some users objected because they believed that this pole couldn't be bettered?
The only occasional complaint we heard on the forum from users was regarding the previous extreme that didn't have rings. It wore quickly at these clamping sections. We have heard of sections breaking, but then the owners have admitted responsibility - trying to close open windows.

I worked for Bosch in the after sales service department for many years. Bosch Germany calculated that the warranty claim 'pot' was divided into 2 categories, genuine warranty and goodwill. The goodwill category was a higher proportion than the genuine category was. There were many times that we gave warranty on a power tool because it kept the customer happy - we looked at the bigger picture. Sometimes we also gave a warranty (even when it clearly wasn't) if the customer came up with a good cause story, one that was so bizarre it would give us a good laugh and we would put in the memory banks for later.

In the vast majority of claims where a customer pointed a finger at the product being at fault, it was in fact his 3 lower fingers that were pointing to the real source of the failure - the operator. I don't know all the facts, but on the surface I would say that Alex replaced sections for you under goodwill and not because they were a genuine warranty.

Sorry @bob duff but you appear to have become a member of this forum to slag off a pole with a design fault (in your words) and have continued to do so even after Alex has responded so politely to you. You have also accused Alex of lying on a public forum and you have ignored his response. You have posted 9 times, and most are negative.

Those lower 3 fingers are pointing back at you again!

 

[Poles Apart]

Isn't it a bit strange that you are the only one having an issue @bob duff. Isn't it strange that when Gardiners announced that they where upgrading the 'ringed' extreme pole with a conventional designed pole that some users objected because they believed that this pole couldn't be bettered?
The only occasional complaint we heard on the forum from users was regarding the previous extreme that didn't have rings. It wore quickly at these clamping sections. We have heard of sections breaking, but then the owners have admitted responsibility - trying to close open windows.

I worked for Bosch in the after sales service department for many years. Bosch Germany calculated that the warranty claim 'pot' was divided into 2 categories, genuine warranty and goodwill. The goodwill category was a higher proportion than the genuine category was. There were many times that we gave warranty on a power tool because it kept the customer happy - we looked at the bigger picture. Sometimes we also gave a warranty (even when it clearly wasn't) if the customer came up with a good cause story, one that was so bizarre it would give us a good laugh and we would put in the memory banks for later.

In the vast majority of claims where a customer pointed a finger at the product being at fault, it was in fact his 3 lower fingers that were pointing to the real source of the failure - the operator. I don't know all the facts, but on the surface I would say that Alex replaced sections for you under goodwill and not because they were a genuine warranty.

Sorry @bob duff but you appear to have become a member of this forum to slag off a pole with a design fault (in your words) and have continued to do so even after Alex has responded so politely to you. You have also accused Alex of lying on a public forum and you have ignored his response. You have posted 9 times, and most are negative.

Those lower 3 fingers are pointing back at you again!

 

[Alex Gardiner]

Mine where fine at first then after a few months started spinning they replaced the top 3 sections section 3 both rings gone again they told me I was unlucky I belive it's a design falt that's probably why new one not have

Hi Bob

I did reply in detail to your last post on this subject - I'm not sure that you have seen it. I have posted it again below;

Hi Robert

Usually I would not discuss a client's private warranty/purchase history on a public forum, but as you have been fairly specific on the forum and asked for answers publicly I will try to clarify the situation for you.

I think that one of the issues here is that you are not a customer of ours in this country. You bought this pole and I believe have had all subsequent communication with one of our overseas distributors. This does mean that you are relying on third party communication through the distributor. Obviously every country's retailer should have its own warranty policy for goods purchased by their clients on a retail basis; however many of our distributors would rather check with us first regarding our manufacturing warranty (in this case we are the manufacturer, rather than the retailer). It may be that this has added an extra layer of communication delay but we try to respond to any warranty issues within 24 hours of receiving them even if from a distributor. Sometimes it becomes apparent that we will need to ask for further information about the warranty issue before advising the distributor which obviously can add to a delay. Technically all goods we supply are covered under our return to base warranty; asking for photos or even videos from a client is a way of trying to avoid the client having to return the item to their supplying retailer for a physical inspection. This is not an attempt to delay the process or annoy the client, but is to try to help resolve the warranty issue more quickly and avoid the need for the client to send the product back to base for an inspection.

It is worth checking with any retailer in the country of purchase what the terms and conditions of their retail warranty is - this can vary from country to country.

With regard to the issue that you have been having, I have looked up the communication history from your distributor and it would appear that in each case we have supplied replacements under warranty, without having to have the pole returned for inspection. I cannot see any particular delay in our communications each time on this. It would appear that you have been very unfortunate with having this particular issue with your Xtreme pole. We have had one or two clients who have experienced spinning metal bands on these sections although we have currently only ever had one other client who has had repeated issues of this happening, as it is very rare. Probably at the time you first had this happened repeatedly to your Xtreme sections it was the first time we had come across this - we do not lie to clients so if we said we had not had this happen before then that will have been the truth; what has happened since is, of course, another matter.

As to your concerns about its warranty moving forward we do try and assess each warranty situation on a case by case basis. So if you should have any further issues with your pole we would take into account the history of your product, the issues experienced and concerns raised - this will allow us to make a personal assessment of this.

PS. We have now brought out a new X3 Xtreme pole which does not have these metal bands and many of our clients have let us know they are disappointed about this! (they won't be when they try the new pole though). The reason that they are disappointed is that they love the metal banded poles and in two years of use have never had an issue - so you can see that it appears you have been very unfortunate with your experience.

I hope this post has helped clarify your situation. Does your pole currently have any issues?

 

[Alex Gardiner]

im guna get the new extreme v3 or what ever its called @Alex Gardiner can u let us no the difference between the new v3 and the older metel clamping points one please is would u say the new v3 is a lot stronger also can u clamp it any were or is it 3 point clamping like the older ones?

Hi Tench

The new X3 Xtreme is able to be clamped in any position along the section lengths (apart from the handle section).

It is stronger and more rigid. In use you can quickly see how much easier it is to control and apply power to the glass.

 

[tench0771]

sounds good alex ill defo give one a try im all for inprouvements :thumbsup:

 

[bob duff]

Isn't it a bit strange that you are the only one having an issue @bob duff. Isn't it strange that when Gardiners announced that they where upgrading the 'ringed' extreme pole with a conventional designed pole that some users objected because they believed that this pole couldn't be bettered?
The only occasional complaint we heard on the forum from users was regarding the previous extreme that didn't have rings. It wore quickly at these clamping sections. We have heard of sections breaking, but then the owners have admitted responsibility - trying to close open windows.

I worked for Bosch in the after sales service department for many years. Bosch Germany calculated that the warranty claim 'pot' was divided into 2 categories, genuine warranty and goodwill. The goodwill category was a higher proportion than the genuine category was. There were many times that we gave warranty on a power tool because it kept the customer happy - we looked at the bigger picture. Sometimes we also gave a warranty (even when it clearly wasn't) if the customer came up with a good cause story, one that was so bizarre it would give us a good laugh and we would put in the memory banks for later.

In the vast majority of claims where a customer pointed a finger at the product being at fault, it was in fact his 3 lower fingers that were pointing to the real source of the failure - the operator. I don't know all the facts, but on the surface I would say that Alex replaced sections for you under goodwill and not because they were a genuine warranty.

Sorry @bob duff but you appear to have become a member of this forum to slag off a pole with a design fault (in your words) and have continued to do so even after Alex has responded so politely to you. You have also accused Alex of lying on a public forum and you have ignored his response. You have posted 9 times, and most are negative.

Those lower 3 fingers are pointing back at you again!

I became a member to find out if I was the only person having the problem and it appears that I am not I was given a 1 year warranty not a good will I do not use to open or close any windows I clean every day the reason there is pos not more complaints is that very few people have this pole the place I bought I was and still am the only person to buy and if you are trying to tell me that it is my falt you are wrong at least 6 to 7 times these rings have come loose I use it for window cleaning not swinging round lamp posts my van is spotless my equipment looked after I buy only the best of stuff but if you are telling me to wait a month on one occasion and 3 months on another is acceptable well then I don't no a warenty is a warenty when I paid over 500 there was no mention of it only applies to this or that keep in the van and don't clean windows with it and another thing if it is sorted down the road I will be strait on here to say so as I have already said apart from this issue it is a fantastic pole and yes gardener have sorted on each occasion but 3 months really that's not good enough sorry and don't tell me you would be happy with that I don't want to complain I just want something that works and I get the feeling that gardener fed up listening to me but that's not my falt and maybe they are listening to me but at this moment and time to me it feels like don't answer and maybe he will go away but I will most certainly be back on to tell you when sorted and hopefully even better will be happier to come back and say problem not happening again that's all I want a window cleaning pole to clean windows is that to much to ask I bet if it was something you had bought would be a different story

 

[bob duff]

By the way I belive I said that I felt as if I was lied to I did not say I was lied to I also said I felt it was a design falt I did not say it was I simply came on here to ask if anyone else had this problem that's all but I would like to apologise to all members I got involved in a slanging mach which for my part was rong I just want the problem sorted it's flustraiting and although I have said a lot of bad things about pole and problems with it being sorted I have also said hoe good a pole it was dispite the problems and that they had been sorted anyway I don't want to get into a slang mach any more sorry for my part to all

 

[Solarpanelcleanington]

Punctuation?????

Hope you get your pole fixed, man.

 

[Alex Gardiner]

I became a member to find out if I was the only person having the problem and it appears that I am not I was given a 1 year warranty not a good will I do not use to open or close any windows I clean every day the reason there is pos not more complaints is that very few people have this pole the place I bought I was and still am the only person to buy and if you are trying to tell me that it is my falt you are wrong at least 6 to 7 times these rings have come loose I use it for window cleaning not swinging round lamp posts my van is spotless my equipment looked after I buy only the best of stuff but if you are telling me to wait a month on one occasion and 3 months on another is acceptable well then I don't no a warenty is a warenty when I paid over 500 there was no mention of it only applies to this or that keep in the van and don't clean windows with it and another thing if it is sorted down the road I will be strait on here to say so as I have already said apart from this issue it is a fantastic pole and yes gardener have sorted on each occasion but 3 months really that's not good enough sorry and don't tell me you would be happy with that I don't want to complain I just want something that works and I get the feeling that gardener fed up listening to me but that's not my falt and maybe they are listening to me but at this moment and time to me it feels like don't answer and maybe he will go away but I will most certainly be back on to tell you when sorted and hopefully even better will be happier to come back and say problem not happening again that's all I want a window cleaning pole to clean windows is that to much to ask I bet if it was something you had bought would be a different story

By the way I belive I said that I felt as if I was lied to I did not say I was lied to I also said I felt it was a design falt I did not say it was I simply came on here to ask if anyone else had this problem that's all but I would like to apologise to all members I got involved in a slanging mach which for my part was rong I just want the problem sorted it's flustraiting and although I have said a lot of bad things about pole and problems with it being sorted I have also said hoe good a pole it was dispite the problems and that they had been sorted anyway I don't want to get into a slang mach any more sorry for my part to all

Hi Bob

As you can see from my previous post above and on the other thread, we have dealt with everything that has been raised with us in a very quick manner. I think it is best now for you to email me your email address on [email protected] - this way we can copy in your distributor and try to get to the bottom of why there appears to be such a gap between what I have sorted and where you are.

I look forward to your email.

 

[Poles Apart]

See my problem is my SLX 18 is so damned light already I don't see how I justify the extra couple of quid for the xtreme for that size, that's why it's got to be a 47.

Plus I wouldn't have much faith justifying paying the price for something which breaks easily when you close a window with it.

 

[bob duff]

Just wanted to say that issue with pole sorted above and way beyond my expectations to be fair to gardener there was a third party involved spoke direct and could not be happier a great company to deal with as from many past experiences a lot of places fob you of can't thank gardeners enough

 

[bob duff]

I personally feel it is worth spending the extra money you get what you pay for the lightness of the pole makes a massive difference even a few gams my shoulders used to kill me I would wake up many times in the middle of the night since extrem pole my shoulders so much better and if you look after it sure it will last for years I would never scrimp on a pole not after my experience and for the sake of a few more pond

 

[steve garwood]

I

I personally feel it is worth spending the extra money you get what you pay for the lightness of the pole makes a massive difference even a few gams my shoulders used to kill me I would wake up many times in the middle of the night since extrem pole my shoulders so much better and if you look after it sure it will last for years I would never scrimp on a pole not after my experience and for the sake of a few more pond

My goldfish would be fuming if I scrimped on my pond as well /emoticons/wink.png

 

[spruce]

Just wanted to say that issue with pole sorted above and way beyond my expectations to be fair to gardener there was a third party involved spoke direct and could not be happier a great company to deal with as from many past experiences a lot of places fob you of can't thank gardeners enough

That's good. They are a great company to deal with. A lot of us probably wouldn't be here cleaning windows if it wasn't for them. They made carbon fiber poles affordable for us. /emoticons/smile.png