I just got an email from PayPal saying that they determined they can't make a ruling in my favor. They suggested I contact the seller to work something out if I'm still not happy!!
Did PayPal say why they ruled as they did? I took at look at PayPal Canada's buyer protection agreement, and the only exclusion not clear to me is this one: "Significantly Not As Described claims for Custom-made items". I don't know if they consider this bumper as "custom-made". Obviously somebody is making it, but it is an existing design they are advertising on their website for sale so anybody can buy it. That to me means it's not "custom-made". So I don't get why PayPal ruled in their favour.
How much cash are you out on this?
I bought a rad skid from them. I don't want to put a company out of business. The rad skid needed adjusted and I didn't bother contacting BW because I want to be easygoing and I knew they were dealing with bigger problems.
Vendor purgatory is tough to get back from and will further limit our selection of steel goodies. I vote nay, but we should have a "what has been your experience with..." thread for BW.
I can understand that, to a point. I think what matters though is not that something got screwed up, as screwups can always happen, but it's how the vendor deals with the customer to help resolve it. It sounds like the vendor is not taking responsibility for their product and are ignoring the customer. So they expect to just keep making the same stuff and making even more people upset? That won't last long.
A principle of the BBB is that members are committed to responding to customers to try to resolve complaints. Unfortunately these guys obviously aren't a BBB member, and I couldn't find any complaint record for the name "Black Widow Gear". Honestly I'm not even sure they are really a business, in the full legal sense. They're making stuff and selling it, but I don't know under what business status, if any. Also it seems they moved from Gatineau (near Ottawa) to Nova Scotia, which sounds more like a personal move than a business one.
Anyhow, all that to say that the way the vendor responds to the customer is what matters, and here it seems the response is unacceptable. I think that alone warrants the serious discussion about vendor purgatory for them. I think we want to safeguard our other Xterra owners before worrying too much about somebody else's challenge to get back out of purgatory. If they're honestly trying to do good by their customers and want to make things better, they'll make some effort to do that.
hoping this still works out for you somehow. If I were a good-sized "competitor" of theirs I would happily get you one of my products at a steeply discounted price to replace the their defective one!