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CjKit 
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Post subject: Burton Rider Services
 Posted: Jan 27, 2012 - 06:54 PM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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I've heard a lot of people on here saying that they emailed Rider Services when they needed spares, got a reply the same or next day, and they sent the parts out free of charge, but I'm not having any luck with them.
I emailed them on Sunday as the capstraps on my brand new Cartels started coming apart after only 3 days in Les Arcs. I sent photos and asked them to send me some new ones, but it took them four days to reply and then all they said was 'take them to your local Burton dealer'. I emailed them straight back saying that isn't really an option at the moment and I need them asap so could they just send me some, but I haven't heard anything from them.
I'll take them to a dealer if I have to but given other people's good experiences, and the fact that the dealer will just contact Rider Services anyway, I thought it easier and quicker just to ask them direct.
Anyone else found them to be less helpful than they used to be? |
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CjKitPhoto
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Jamo
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Post subject: RE: Burton Rider Services
Posted: Jan 27, 2012 - 07:09 PM
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First post: Aug 21, 2006
Total posts: 192
Location: Liverpool
Status: Offline
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| I had a pair of 09 burton ions and the outer shell split on the inside and when I tightened them up they would still be loose because of the split in the material. They were just over a year old and because they were out of warranty was told tough luck. I explained although they were out of warranty I had only worn them for a total of three weeks that the materials they used were obviously defective as a pair of boots should last longer than three weeks. I got no reply |
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winterfunman
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Post subject: RE: Burton Rider Services
Posted: Jan 27, 2012 - 07:12 PM
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First post: Apr 20, 2008
Total posts: 8914
Location: BANSKO ..........Bulgaria
Status: Offline
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p3eps
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Post subject:
Posted: Jan 27, 2012 - 09:13 PM
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First post: Dec 03, 2007
Total posts: 676
Status: Offline
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I can't complain about Burton customer services as they've been very good to me over the last few months.
I asked for a speed lace for my black Ion boots. They sent me out 4 white ones. I replied saying they were the wrong colour - they sent me 2 black ones, then another 4 a couple of days later.
At the same time as asking for the lace I asked for J-bars and was told they had none - but to ask at the end of the month. A few weeks later I emailed and asked for J-bars. I got an email back asking what size my boots were. I replies to it with size 8.5 - but that day when I got home there were a set of Large ones sitting on my doormat. A few days later, a set of Medium turned up.
A couple of weeks ago I was also having a problem with my used once brand new 2012 restricted Cartels. My toe buckle kept sticking meaning I couldn't release it. I narrowed it down to the buckle and asked Burron for a new Left side one in black. A few days later I got a set of toe straps in the post. I emailed saying I'd got straps and needed the buckle. They sent me a photo with all the part no's on everything and asked me to tell them which number I wanted. I replied, and a few days later got a pair of toe buckles in white in the post. I asked for black buckles, but was told they didn't have any in stock and to try my local dealer.
I haven't had to supply a single receipt for anything.
It's just a shame they don't actually read the emails asking what you want. I have plenty spare parts now since they keep sending me out random bits!! |
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CjKit
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Post subject:
Posted: Jan 27, 2012 - 09:47 PM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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See, that's what I mean. Most other people have had great service from them.
As it happens it's the Restricted Cartel toe straps that I need. Can't see why they would send you some and not me. Weird. |
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CjKitPhoto
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p3eps
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Post subject:
Posted: Jan 27, 2012 - 10:08 PM
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First post: Dec 03, 2007
Total posts: 676
Status: Offline
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The thing I got when I say Toe Strap is actually just the black plastic ladder strap - not the actual toe capstrap.
I doubt this is the bit you want - as I can't see it 'coming apart'?
Cap Straps are something that people might try and blag as replacements for their over the toe straps - which is probably why they're more reluctant to send them out. |
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CjKit
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Post subject:
Posted: Jan 27, 2012 - 10:13 PM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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Yeah, that's why I sent them some photos of my bindings to prove that I wasn't trying to do that.
They still haven't bothered to reply to me. I'll go into LCB (where I bought them) tomorrow if I can, and see what they can do. |
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CjKitPhoto
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p3eps
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Post subject:
Posted: Jan 27, 2012 - 10:43 PM
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First post: Dec 03, 2007
Total posts: 676
Status: Offline
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It usually takes about 3 days to get a reply - and it's been Bettina who has been replying to all mine.
Your local store will probably have to ask Rider Services for them anyway as I doubt they keep everything in stock. At least you'll have a receipt for them, and they'll fight for your corner.
I'm going to have to go to my local store to see if I can get a black buckle - as I don think I should have to put an odd coloured one on 2 month old used twice bindings. It's just a pain getting there before I go away next week - which is why I thought it'd be easier getting them from rider services. |
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ChasKi
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Post subject: Re: RE: Burton Rider Services
Posted: Jan 28, 2012 - 12:53 AM
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First post: Mar 04, 2009
Total posts: 2481
Location: Plymouth/Stroud
Status: Offline
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Jamo wrote:
I had a pair of 09 burton ions and the outer shell split on the inside and when I tightened them up they would still be loose because of the split in the material. They were just over a year old and because they were out of warranty was told tough luck. I explained although they were out of warranty I had only worn them for a total of three weeks that the materials they used were obviously defective as a pair of boots should last longer than three weeks. I got no reply
In this situation you have legal rights within the UK and potentially could have had them replaced. Goods must be fit for purpose and can be expected to last a reasonable amount of time. See here for some info on the Sale of Goods Act. |
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Dylanrobinson
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Post subject:
Posted: Jan 28, 2012 - 01:28 AM
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First post: Apr 22, 2009
Total posts: 983
Location: Bolton / Edinburgh
Status: Offline
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They have always been 100% bang on with me even with three yr old bindings, i've had every part under the sun off them.
I always get the description of the part correct..... http://www.burton.com/on/demandware.sto ... faqs-parts
I'm always super polite and to the point too.
It is Jan though so, their busiest time of the year by far, and they have had the best powder conditions ever for the last two/three weeks Jan in Austria ever so..... |
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CjKit
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Post subject:
Posted: Jan 28, 2012 - 11:15 AM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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Dylanrobinson wrote:
.....It is Jan though so, their busiest time of the year by far, and they have had the best powder conditions ever for the last two/three weeks Jan in Austria ever so.....
Yeah, I thought that might be why, but then like I said earlier, any dealer is just going to have to contact them anyway. Oh well, I'll see what LCB have to say. |
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CjKitPhoto
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CjKit
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Post subject:
Posted: Jan 28, 2012 - 11:17 AM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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| Looking at that link Dylanrobinson posted, it actually says at the bottom that you can contact Rider Services for parts. So why won't they give me them? |
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CjKitPhoto
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ChasKi
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Post subject:
Posted: Jan 28, 2012 - 12:57 PM
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First post: Mar 04, 2009
Total posts: 2481
Location: Plymouth/Stroud
Status: Offline
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CjKit wrote:
Looking at that link Dylanrobinson posted, it actually says at the bottom that you can contact Rider Services for parts. So why won't they give me them?
They're probably busy as it's mid-season and hoping someone else will do the leg work for them (local dealer). Perhaps try again and tell them you've already asked your local dealer? |
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CjKit
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Post subject:
Posted: Feb 01, 2012 - 12:37 PM
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First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
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Still not had a reply to my email but just got off the phone with them after 3 days of trying!
Apparently they don't send spare parts from Rider Services. The procedure is to go to your dealer and get them to order the parts for you. That's it. If you can't get them from your dealer then they'll contact the dealer to ask why they can't get them 
I wouldn't mind so much except that part of the reason for buying Burton is that you used to be able to get great customer service, and spare parts were easy and quick to get hold of from Rider Services, which obviously isn't the case any more. Shame really. |
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CjKitPhoto
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p3eps
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Post subject:
Posted: Feb 01, 2012 - 01:20 PM
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First post: Dec 03, 2007
Total posts: 676
Status: Offline
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Very very odd - considering I've had so many random parts in the post in the last few months.
I remember a couple of years ago I had a RED Theory helmet (the first year it came out). It had the earpads that you could swap out for the Skullcandy ones. I bought them - and they were super uncomfy!
The next years model was the first with 'REDphones'. I sent an email to Rider Services asking if the earpads from the new version were compatible with my helmet. No reply. I then sent it again to Rider Services Europe and USA. I got a reply from USA saying they weren't compatible, and the next day a reply from Europe saying they were compatible - and if I supply my address they'll send one out for free.
Worked a treat for years - until I had to buy a new Theory last year cause I smashed mine in. Not doing something cool... I stood up on the ski bus and smashed my head off the overhead rail. Good job I had a helmet on judging by the size of the dent in the top of it!! |
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