Just received this from Motolegends. Anyone else know what's going on?
"In future, if your Gore-Tex products leak, you're supposed to only deal directly with Gore Associates.
A new policy from Gore Associates
Like many sellers of Gore-Tex clothing, and like all manufacturers of clothing made with a Gore-Tex membrane, we have only very recently been informed of new procedures surrounding waterproofing claims on Gore-Tex equipped gear.
From October 1st. 2020, (tomorrow), all complaints regarding waterproofing or leaking issues have to be referred directly to Gore. As a retailer, we are no longer permitted to become involved in discussions about water ingress on Gore-Tex products. We will not be able to discuss such matters with the UK distributor or the manufacturer. And nor will you.
Gore has set up a direct line of communication with the company that will allow you to address any issues directly with them. If a garment is found to be leaking, and if Gore deem the fault to be a leak through the membrane, they will repair or replace the garment, or refund the purchase price.
The details of the scheme have not yet been fully clarified, even though the new policy comes into effect tomorrow. But one can only presume that, because you can no longer pop your jacket, pants, gloves or boots into your local dealer, the Gore company will arrange free delivery to their testing house. Presumably, whether the garments are found to leak or not, they will also take care of the return of your product at their cost.
The new policy will apply to any product with a Gore-Tex membrane, be it a jacket, pant, glove or boot.
This new way of working has been sprung upon retailers and distributors at the very last minute. All we can say is that we are not impressed with the proposed new methodology, and how it has been rolled out. Let me correct that; this scheme has not been rolled out. It has been peremptorily foisted upon retailers like us without any consultation, forewarning or discussion.
We also take the view that Gore’s methodology does not sit well with the current consumer legislation, certainly insofar as it applies in the UK. We will be seeking legal advice, but the system proposed by Gore seems to elicit more questions than answers.
We also have to say that it seems, to us, inconceivable that Gore will have adequately prepared itself to anywhere near the necessary degree to respond to consumer enquiries. There is a toll-free number (00 800 2314 4000). Alternatively, you are meant to fill in a form on their website, and wait until Gore get back to you. But whenever we’ve seen centralised facilities like this set up before, they have singularly failed to meet the demands placed upon them. Language alone will be a problem. Gore proudly proclaim that they can transact in six different languages, but this seems to ignore the fact that in Europe alone there are no less than 24 official languages. Only time will tell how prepared Gore is, but we feel we understand motorcyclists, and no biker is going to want to wait longer than is necessary for a response. They will want a swift resolution. And they will not want to end up out of pocket.
And what do you do if you have a Gore-Tex jacket and it disappears overseas for testing?
Will they offer a loan garment whilst yours is in their system?
We have perhaps made our personal views clear. We will have to wait to see what happens, because Gore is claiming that this new arrangement will give bikers a better and swifter resolution to matters surrounding water ingress and breathability. We remain sceptical. And our suspicion is that the procedures have been set up to reduce the financial burden involved in managing such issues, rather than in order to improve the consumer experience.
The way this has been managed by Gore disappoints us because we have always championed the company’s products and the quality of the procedures that have to be adhered to when a manufacturer uses a Gore-Tex membrane. My own view is that Gore is going to upset a lot of bikers, although the same system will apply to all Gore’s ‘Guaranteed To Keep You Dry’ products. So it’s also going to be ramblers, climbers, runners and cyclists who are affected. And if this new system is going to upset customers, it is going to concern retailers like us. And if retailers and distributors become nervous, then this will presumably cause manufacturers to think twice about using Gore’s membranes.
I am reminded of the much-cited marketeer’s adage about how long it can take to build a brand that consumers truly trust, and how quickly that trust can be eroded. I very much hope that Gore has done all the necessary due diligence here, but the lack of consultation and the way information about the new policy has been disseminated causes me to fear the worst!
Christopher Paul"
