The Auswine Forum

Based in Singapore at the moment, I went home to Melbourne for Mother's Day just past. We opened a few decent wines from our cellar and thoroughly enjoyed them. The only problem was that the 2010 Rockford Basket Press was badly corked.

Absent-mindedly, we tipped the bottle into the sink before it occurred to us that we will be able to get back to Rockford regarding the wine. We are not a Stonewaller but we did get the bottle from the cellar door - we still have the receipt of the transaction.

What would be Rockford's responds when contacted? Anyone with an experience such as ours?

Regards,

John

They're good people to deal with, so it's worth giving them a call. I've had several bottles replaced by them over the past 20 years, and have never been asked to submit 'evidence'.

Cheers

Mike

+1
they are tops to deal with

To put their service in context, I apologetically called a week or so before Xmas and asked whether I could order some Black shiraz, fully expecting it to arrive in a couple of weeks. It arrived the next day. A big +1 from me.

winenovice wrote:Based in Singapore at the moment, I went home to Melbourne for Mother's Day just past. We opened a few decent wines from our cellar and thoroughly enjoyed them. The only problem was that the 2010 Rockford Basket Press was badly corked.

Absent-mindedly, we tipped the bottle into the sink before it occurred to us that we will be able to get back to Rockford regarding the wine. We are not a Stonewaller but we did get the bottle from the cellar door - we still have the receipt of the transaction.

What would be Rockford's responds when contacted? Anyone with an experience such as ours?

Regards,

John

Personally I think if you are going to contact a winery about a corked wine you should keep something to send back to verify it or at least as a sign of good faith, preferably the cork and a good chunk of the wine. Could you imagine going back to a store asking for a new replacement of something like an electronic good that was faulty, but you showed up with nothing to exchange because you had already thrown it out? What do you think their reaction would be?

You have to be pretty lucky to have a winery replace something with absolutely no proof apart from a receipt - for all they know you may have drunk it and are trying to get another bottle for free (just ask Sparky about those calls to her crew at Treasury). The exception to the rule would be if you are a regular customer of the winery and they know your buying habits and what your strike rate is regarding faults - under those circumstances they may choose to take your word for it. If it's a one off purchase from the winery, or you bought it retail or on the secondary market, you probably won't get that benefit of the doubt because they don't know your history.

The folks at Rockford are notably generous as you have already read/heard, but to be honest if they choose not to do anything I don't blame them. When you tip the wine down the sink, in my opinion you basically forfeit your right to have it replaced. They may still do it, in which case you should be truly thankful - just don't expect it.

My 2c,
Ian

Ian, thought it was just me who has insomnia!

Cheers
Craig

Thanks for the reply Ian.

n4sir wrote:Personally I think if you are going to contact a winery about a corked wine you should keep something to send back to verify it or at least as a sign of good faith, preferably the cork and a good chunk of the wine. Could you imagine going back to a store asking for a new replacement of something like an electronic good that was faulty, but you showed up with nothing to exchange because you had already thrown it out? What do you think their reaction would be?

My 2c,
Ian

I am in complete agreement with you, which is the main reason I am seeking advise regarding same on this forum. I am not claiming that ''HEY!! I will be demanding a replacement and will be ticked off if they don't oblige''.

I am merely seeking the opinion of like minded individuals with far more experience with the winery compared to a novice such as me. Regardless, I really appreciate your advise regarding the cork.We still have it and I will make sure to offer it to Rockford.

John

Mike Hawkins wrote:They're good people to deal with, so it's worth giving them a call. I've had several bottles replaced by them over the past 20 years, and have never been asked to submit 'evidence'.

Cheers

Mike

Thanks for your reply Mike.

I sent them an email and Lindi responded within 3 days. She reckons they will be posting a replacement out tomorrow.

I am really impressed.

John

Good news! I can never understand the occasional bashing of Rockford. The wines are reasonably priced, they're loyal to loyal clients and the stuff in the bottle is first class....

Mike Hawkins wrote:Good news! I can never understand the occasional bashing of Rockford. The wines are reasonably priced, they're loyal to loyal clients and the stuff in the bottle is first class....

+1 and Amen

Cheers
Craig