Warranty issues

JmckR

JmckR

Active member
Now I'm not at the point where I'm gonna name & shame, but I'm not far from it.

So, the edges have started to split from the sidewall underneath the heel piece on one of my skis. The skis haven't been ridden much and have certainly never hit a box or rails, so it's not damage caused by myself. The base and the edges themselves are actually still in mint condition.

I've opened up a warranty request via my local stockist, who have sent the manufacturer pictures of the damage and my original proof of purchase. They agree it's a manufacturer defect.

So it's been 10 days now and the dealer has still not heard back from the manufacturer yet.

I've also emailed the manufacturer directly, and they've clearly just ignored my emails... like wtf?

I will say, it is a 'rider-focused' brand (big in the park scene) so I'd have hoped their customer service would be sick, I was actually super confident these guys would hook me up nice and easy, but sadly I was wrong.

Has anyone else here had a similar experience where a manufacturer has blatantly ignored your warranty enquiry? This really sucks.
 
OP - as for warranty processing. It can take a bit. 10 days might seem like a lot, but this is a really busy time of year for any ski company.

If it is a larger brand, it likely all has to go through the dealer, so I wouldn't be surprised if that is why there is no contact on the direct end.

I don't have too much more info on how large brands process this, but it wouldn't surprise me if it takes a bit of time to be handled mid season.

Sorry I cannot be of too much more help. Good luck.
 
14002555:iggyskier said:
OP - as for warranty processing. It can take a bit. 10 days might seem like a lot, but this is a really busy time of year for any ski company.

If it is a larger brand, it likely all has to go through the dealer, so I wouldn't be surprised if that is why there is no contact on the direct end.

I don't have too much more info on how large brands process this, but it wouldn't surprise me if it takes a bit of time to be handled mid season.

Sorry I cannot be of too much more help. Good luck.
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Thanks for the reply,

What you're saying makes sense, I appreciate everyone is super busy and things take time but a simple email from them to acknowledge me wouldn't hurt.

Fingers crossed something good comes from this as I can't help but feel let down right now
 
So its a park specific brand. You have never hit any rails, and you edge is splitting underfoot? Usually thats caused by impacts, like rails or really hard landings. Im not trying to call you out, but playing devils advocate and looking at it from a manufacturers perspective it seems a little fishy. Without pics its impossible to tell. Im just spit balling as to why its taking so long. It also could just be that they are busy like said above. Give it two weeks total, thats the longest ive seen a company take to respond to an email.

If its a small company thats still working on manufacturing then delams underfoot are very possible, I just havent seen it from a well established company very often.
 
Your best bet is to find a new pair of sticks to use temporarily... warranty process takes a long ass time but that’s just the nature of

It. Just be patient and polite about it.
 
14002719:supersquid said:
So its a park specific brand. You have never hit any rails, and you edge is splitting underfoot? Usually thats caused by impacts, like rails or really hard landings. Im not trying to call you out, but playing devils advocate and looking at it from a manufacturers perspective it seems a little fishy. Without pics its impossible to tell. Im just spit balling as to why its taking so long. It also could just be that they are busy like said above. Give it two weeks total, thats the longest ive seen a company take to respond to an email.

If its a small company thats still working on manufacturing then delams underfoot are very possible, I just havent seen it from a well established company very often.
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What do I have to gain by lying to the NS community when I've kept the whole thing anonymous? The skis have never seen a box or rail,end of story. Like I said, my local dealer agrees, hence opening up a claim for me.

If I don't hear back in the next few weeks I'll upload photos and let the cat out of the bag.
 
14002721:weastcoast said:
Your best bet is to find a new pair of sticks to use temporarily... warranty process takes a long ass time but that’s just the nature of

It. Just be patient and polite about it.
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I kinda agree, however a friend of mine had some brand new CT 2.0s sent out to him FOC about 1 week after opening up a claim earlier this season. THAT'S customer service. I was so stoked for him!

(Also that rules Faction out).
 
14002804:TheMailMan said:
What do I have to gain by lying to the NS community when I've kept the whole thing anonymous? The skis have never seen a box or rail,end of story. Like I said, my local dealer agrees, hence opening up a claim for me.

If I don't hear back in the next few weeks I'll upload photos and let the cat out of the bag.
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Not saying your lying at all, Im just saying theres a possibility that the company may not take you claim seriously based off of what you told us. So it wouldnt be on the top of their to do list. People try and claim false warranty issues all the time (not saying you are) and companies especially small ones are alert to that stuff.
 
14002814:supersquid said:
Not saying your lying at all, Im just saying theres a possibility that the company may not take you claim seriously based off of what you told us. So it wouldnt be on the top of their to do list. People try and claim false warranty issues all the time (not saying you are) and companies especially small ones are alert to that stuff.
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Yeah I can understand that dude, fair enough.

Still waiting to hear from someone who's actually been through this though
 
14004375:supersquid said:
any update on this?
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Not yet, thanks for reminding me. Will email them again now asking for a bit more urgency and hope for a reply tomorrow.
 
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