| Author |
Message |
FunkyMunky 
|
|
Post subject:
 Posted: Feb 01, 2012 - 01:53 PM
|
|
First post: Dec 09, 2009
Total posts: 783
Location: Harrogate
Status: Offline
|
|
Maybe they've read threads like this and are fed up of people constantly trying to bum free stuff off them.
They are a business after all |
|
|
| |
|
|
|
 |
CjKit
|
|
|
Post subject:
Posted: Feb 01, 2012 - 01:57 PM
|
|
First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
|
|
Fair enough, but I don't want free stuff, I want replacement parts for my new bindings that started coming apart with less than 3 days use on them.
I told the lady I spoke to that I know of a number of people who needed parts recently and had been sent them no questions asked, and she just said 'we don't do that, we're not a shop'. She was perfectly polite but just not very helpful. |
_________________
CjKitPhoto
Flickr
|
| |
|
|
|
|
|
p3eps
|
|
|
Post subject:
Posted: Feb 01, 2012 - 05:08 PM
|
|
First post: Dec 03, 2007
Total posts: 676
Status: Offline
|
|
|
FunkyMunky wrote:
Maybe they've read threads like this and are fed up of people constantly trying to bum free stuff off them.
They are a business after all
They'd probably save themselves a lot of money in spares by actually asking a couple of questions about the customer actually needs instead of sending out bits they 'think' the customer needs.
Sending out white speed laces for black boots, ladder straps instead of a ratchet buckle etc.
I've always (both pairs!) bought Burton bindings because of their customer service. By giving me the free REDphone compatible earpads ensured I bought their REDphones... a good business trick really! |
|
|
| |
|
|
|
|
|
Plissken
|
|
|
Post subject:
Posted: Feb 01, 2012 - 10:22 PM
|
|
First post: Oct 01, 2005
Total posts: 791
Location: London baby!
Status: Offline
|
|
Got any photos of what's wrong?
Are we talking a bit of stitching coming away, or the rubber bit falling off?
Never had CapStraps fall to bits before. |
_________________
"WOW! thanks for you humerous yet pretty useless input."
|
| |
|
|
|
|
|
CjKit
|
|
|
Post subject:
Posted: Feb 01, 2012 - 11:44 PM
|
|
First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
|
|
| The material has torn where the plastic adjuster strap goes through them. Not really sure how, but I think the stitching was weak around there as that's come away too. |
_________________
CjKitPhoto
Flickr
|
| |
|
|
|
|
|
Plissken
|
|
|
Post subject:
Posted: Feb 02, 2012 - 12:47 AM
|
|
First post: Oct 01, 2005
Total posts: 791
Location: London baby!
Status: Offline
|
|
Bummer that.
I lost a toe buckle on last season's Cartel EST (luckily last afternoon of holiday) and got sent a new one FoC.
Emailed Rider Services in AUSTRIA with a scanned copy of my receipt and a couple of photos showing the remaining buckle. Came about a week later with a few stickers. Unfortunately they didn't send a replacement screw, so I had to get one from S+R. |
_________________
"WOW! thanks for you humerous yet pretty useless input."
|
| |
|
|
|
|
|
CjKit
|
|
|
Post subject:
Posted: Feb 02, 2012 - 07:36 AM
|
|
First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
|
|
Again, that's why I'm getting really annoyed. One of the main reasons why I bought Burton bindings was because getting spare/replacement parts was supposed to be easy and their customer services 'the best in the business'. I had a problem with my Rome Targas last season - they fell apart too - and Rome sent me out replacement parts within a week, no questions asked.
My experience with Burton Rider Services so far has been totally pathetic. They haven't actually done a single thing to help. Nothing, zilch, nada. I even posted something on Burton's Facebook page asking them to send me some capstraps and explaining why. They replied promptly and said "Contact EU Rider Services", but when I said I had done this and they've done nothing to help I didn't get a reply back! I've now contacted the shop I bought them from and they're saying they can't just order replacements in, they need to forward the photos to Burton's warranty department to assess the problem first - when Rider Services said the dealer could just order them from Dealer Services.
This is ridiculous! |
_________________
CjKitPhoto
Flickr
|
| |
|
|
|
|
|
CjKit
|
|
|
Post subject:
Posted: Feb 02, 2012 - 12:47 PM
|
|
First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
|
|
Okay, so the dealer wanted to send my bindings back to Burton's warranty department, which is a lot of hassle really so I just spoke to Rider Services again and they are going to try to sort something out  finally. But only after I fully explained how disappointed I was and that I'd had better service from their competitors.
Turns out that their customer service policy has changed. Now, during peak season at least, their policy is that you need to get any parts from your local dealer. Fair enough really. But not when the local dealers feel they need to contact the warranty department for everything before they'll do anything. Especially when Rider Services are saying that it's not necessary and they should be able to just order parts. I'm not having a go at the dealers here, Burton just needs to sort out one system, inform their dealers of it, and stick to it.
Anyway, what I really don't understand is why a company as large as Burton has just one person manning a single phoneline at Rider Services, especially during peak season!! This seems to be the main reason for this shift in policy as she understandably can't handle the number of parts requests coming through to her. One person isn't even a customer services department. It's just a woman with a phoneline. And that's supposed to be "the best in the business"?? I realise that companies are having to cut back on staff, resources etc. at the moment but other companies haven't sacrificed the way they treat their customers.
I'm just disappointed really.
Rant over.... |
_________________
CjKitPhoto
Flickr
|
| |
|
|
|
|
|
ChasKi
|
|
|
Post subject:
Posted: Feb 02, 2012 - 01:53 PM
|
|
First post: Mar 04, 2009
Total posts: 2481
Location: Plymouth/Stroud
Status: Offline
|
|
| Bummer... was considering emailing them to ask how I'd get another (worthlessly cheap, but can't get from anywhere else) cable for my redphones.. hope it doesn't take this much of a palava to sort out! |
|
|
| |
|
|
|
|
|
Plissken
|
|
|
Post subject:
Posted: Feb 02, 2012 - 02:56 PM
|
|
First post: Oct 01, 2005
Total posts: 791
Location: London baby!
Status: Offline
|
|
The thing is that cosmetic damage to the CapStraps won't stop you riding, so as the aim of the warranty is always "to get you back on the hill within 48 hours", you might just have to wait until they're not as busy.
My dealings with them have always been after the season or before it starts, which is maybe why I've had much better service.
I'll be remembering your problem and their new policy in future though. That's for sure. |
_________________
"WOW! thanks for you humerous yet pretty useless input."
|
| |
|
|
|
|
|
CjKit
|
|
|
Post subject:
Posted: Feb 02, 2012 - 03:58 PM
|
|
First post: Nov 01, 2010
Total posts: 2056
Location: NW London
Status: Offline
|
|
Yeah, although it wasn't so much that they wouldn't give me the parts but that I had to get a dealer to ask for them and then go to the dealer to get them, which just seemed like a total waste of everyone's time.
Also, that "back on the hill within 48 hours" line isn't entirely accurate either. They guarantee a 48-hour turnaround between receiving the item and shipping it back to you. It doesn't include the few days it takes for them to organise to collect the item, the time to ship it to them, and then the time taken to ship it back to you. I've been quote "a few weeks" for warranty turnarounds by two different Burton dealers now. |
_________________
CjKitPhoto
Flickr
|
| |
|
|
|
|
|
|
Snowboard Club 
FAQ
Search
Register
Log in to check your private messages
Log in
Maximize
RSS Feed
