Defending Ski Haus

[Puck it]

My name is Steve, the owner of Ski Haus. I would like to explain.

This person came into the store on 10/31/09 interested in the Mantras. As a courtesy, until she could prove employment, she put a deposit on the package at the regular price. After the sale was completed that day she asked the salesperson to write the pro form pricing on her copy of the receipt. On 12/5/09 the customer was called and asked if she was still interested in the skis and bindings because it was now outside of our 30 day layaway policy. Her husband called back the next day and informed me that she had just received her proof on employment at the ski area. I do a lot of pro forms for people who have no difficulty getting me proof of employment in August, September, and October, but for some reason this took her until December to get.
When I explained that any proform deals go direct through the manufacturer and we only do them as a service to the customer (we don't make any money on them) and I would order them from Volkl that day based on availability from the manufacturer, her husband wasn't happy. He wanted to drive down and have us install the bindings while he waited when my shop was backed up four days due to the Christmas rush.

I called Volkl. They were out of stock. I called my rep who tried to pull one from his or his tech reps stock of pro skis, but in December, they were all gone. My rep called stores that he knew might have pro stock, but to no avail. I called the customer to try and explain. After very heated one sided conversation I hung up the phone after the threats of a lawyer and badmouthing me and the store on the web. I don't know what else I could have done. The manufacturer was out of product by the time we got proof of employment. I did all that I could and went above and beyond to try to get product for her, but she still threatens with a lawyer.

Seems to me Ski Haus went above and beyond. Just like I thought they would.

 

[campgottagopee]

My name is Steve, the owner of Ski Haus. I would like to explain.

This person came into the store on 10/31/09 interested in the Mantras. As a courtesy, until she could prove employment, she put a deposit on the package at the regular price. After the sale was completed that day she asked the salesperson to write the pro form pricing on her copy of the receipt. On 12/5/09 the customer was called and asked if she was still interested in the skis and bindings because it was now outside of our 30 day layaway policy. Her husband called back the next day and informed me that she had just received her proof on employment at the ski area. I do a lot of pro forms for people who have no difficulty getting me proof of employment in August, September, and October, but for some reason this took her until December to get.
When I explained that any proform deals go direct through the manufacturer and we only do them as a service to the customer (we don't make any money on them) and I would order them from Volkl that day based on availability from the manufacturer, her husband wasn't happy. He wanted to drive down and have us install the bindings while he waited when my shop was backed up four days due to the Christmas rush.

I called Volkl. They were out of stock. I called my rep who tried to pull one from his or his tech reps stock of pro skis, but in December, they were all gone. My rep called stores that he knew might have pro stock, but to no avail. I called the customer to try and explain. After very heated one sided conversation I hung up the phone after the threats of a lawyer and badmouthing me and the store on the web. I don't know what else I could have done. The manufacturer was out of product by the time we got proof of employment. I did all that I could and went above and beyond to try to get product for her, but she still threatens with a lawyer.

As others have said, thanks for taking the time to clear this up. Again, I think most of us had expected something like that is what indeed happened. Good luck w/ your biz in the new year!!!

 

[severine]

Thanks for clearing this up, Steve.

 

[hrstrat57]

My name is Steve, the owner of Ski Haus. I would like to explain.

This person came into the store on 10/31/09 interested in the Mantras. As a courtesy, until she could prove employment, she put a deposit on the package at the regular price. After the sale was completed that day she asked the salesperson to write the pro form pricing on her copy of the receipt. On 12/5/09 the customer was called and asked if she was still interested in the skis and bindings because it was now outside of our 30 day layaway policy. Her husband called back the next day and informed me that she had just received her proof on employment at the ski area. I do a lot of pro forms for people who have no difficulty getting me proof of employment in August, September, and October, but for some reason this took her until December to get.
When I explained that any proform deals go direct through the manufacturer and we only do them as a service to the customer (we don't make any money on them) and I would order them from Volkl that day based on availability from the manufacturer, her husband wasn't happy. He wanted to drive down and have us install the bindings while he waited when my shop was backed up four days due to the Christmas rush.

I called Volkl. They were out of stock. I called my rep who tried to pull one from his or his tech reps stock of pro skis, but in December, they were all gone. My rep called stores that he knew might have pro stock, but to no avail. I called the customer to try and explain. After very heated one sided conversation I hung up the phone after the threats of a lawyer and badmouthing me and the store on the web. I don't know what else I could have done. The manufacturer was out of product by the time we got proof of employment. I did all that I could and went above and beyond to try to get product for her, but she still threatens with a lawyer.

Thank you.

Hope you have a successful season.

 

[WJenness]

Steve,

Thanks for posting your side.

I had stopped in the Wilmington store a few times to buy some small things, and was very sad to see the building gone...

However, this fall I took a ride up to the Salem store to get new boots, and had a GREAT experience dealing with Lee and ended up with a pair of boots that I love.

I have referred a couple friends to you guys and they have all really enjoyed the experience, so keep doing what you guys do.

Thanks again.

-w

 

[andyzee]

WOW, this women came on here to destroy Ski Haus and actually gave them tons of free publicity. Nice to see some Internet justice. Steve, never heard of the Ski Haus before as I am not from NH. However, next time I'm up there, I'll be sure to stop in. All the best for the new year!

 

[dmc]

WOW, this women came on here to destroy Ski Haus and actually gave them tons of free publicity. Nice to see some Internet justice. Steve, never heard of the Ski Haus before as I am not from NH. However, next time I'm up there, I'll be sure to stop in. All the best for the new year!

http://skihaus.com/
Tax free!

 

[hrstrat57]

http://skihaus.com/
Tax free!

One of these days my last two pair of Tecnicas previously discussed will expire.

Ski Haus carries Tecnica and will be first on my list for a visit!

Never heard of 'em before as I am from the flatlands.....

They also carry Descente - another long term fav....my Karbon shortie jacket is crying for retirement too!!!

Web site bookmarked.

Next visit to NH a detour will be coded into my trusty GPS.

Thanks DMC:flag:

 

[andyzee]

I'll hit it for sure, like the no tax thing.

 

[St. Bear]

I'll hit it for sure, like the no tax thing.

I take advantage of that all the time. Just over the past month I've had 2 online purchases shipped to my parent's house in NH to avoid paying sales tax.

 

[2knees]

the truth generally lies somewhere in the middle.

maybe not in this case, but that's usually how it shakes out.

 

[marcski]

Thanks Steve. As Wa-loaf suggested, you confirmed most of our suspicions merely by the way she reacted to a lot of peoples' posts in this thread. She clearly had an agenda.

 

[BeanoNYC]

I haven't weighed in on this issue as of yet...so here it goes. As someone interested in consumer rights I've been following this story as it unfolded over the last few weeks. I've seen one petty (and sketchy) gripe from a disgruntled consumer and many testimonials from loyal customers. Steve (The Owner's) response was professional, polite and stuck to the facts. In a nutshell....this is the type of shop that I like to do business with.

 

[abc]

Playing devil's advocate...

As a courtesy, until she could prove employment, she put a deposit on the package at the regular price. After the sale was completed that day she asked the salesperson to write the pro form pricing on her copy of the receipt. .

Maybe I'm missing something here. But why would the salesperson "write the pro form pricing on her copy of the receipt" if the deposit was for regular priced skis?

 

[wa-loaf]

Playing devil's advocate...


Maybe I'm missing something here. But why would the salesperson "write the pro form pricing on her copy of the receipt" if the deposit was for regular priced skis?

Sometimes a shop will give you the regular priced ski and replace it with the Pro-form ski when it comes in. Of course that's dependent on one being in stock with the manufacturer.

 

[spilla]

Thanks!

Thanks to all for the support! You are all welcome any time.

Steve

 

[UVSHTSTRM]

And to think she works at Gunstock! Odds are she works with the public in some capacity....ugh, I would hate to run into her, she must be a fun cup of tea.

 

[Philpug]

Spilla,

This comes under the category 'No good deed goes unpunished", I m sure you are going to think twice next time someone wants "industry benefits" and I am sure you are not going to pull a ski out of stock to help them. Some people can ruin it for the rest.

 

[spilla]

Swamp - After reading your OP you definately have a legit beef. The owner, at the best should have backed the deal that you were offered, at the least, offered to split the diference.

Lots of possibilities as to why the guy you dealt with made an offer that wouldn't work for the owner. The saleman probably assumed they could get the skis you wanted from the manufacturer but it turned out they could not. He thought you were cute so he wanted to impress you with a deal. He is new so he forgot some important info during training, Hard to know why it happened, doesn't change the fact that your not a happy customer.

Personally, I don't think it's worth the fight and I get the feeling that's actually how you feel as well. Small Claims court is kinda a joke, even if you get a judgement in your favor there is really not anything this court can do to help you get the money. Go to the manufactorers website and there are, hopefully, email and phone customer service info. Since you gave them a downpayment I assume you have something in writing.

Conversly, please consider that your situation might be an anomoly at a shop that does a good job. Ski Shops are under the gun just like everyother retail business out there so I understand why the owner would not want to take the hit. The Ski Market chain out of Mass has closed several shops.

Happy turns

The original reciept is for the price of the ski and binding that is posted on the wall. As a courtesy, the customer was told the Pro Form price and it was written on her copy of the reciept (I do not know by who). The customer put a deposit on the package and it was put asside with the understanding she would come in with proof of employment. In October and early November, Volkl had stock in the skis and Marker the bindings. In December they did not. I explained that Volkl was out of stock on the ski and was willing to work something out. When I was told that I had a contract and an irrational customer threatened me with badmouthing on the internet and a lawyer I left it up to the customer to do what she felt right. Here we are today. Yesterday, her husband came in to get the refund for the deposit. He did not have the credit card it was put on so I could not refund at the time. I was told I would rather deal with him than his wife and that she would again rant about it on the internet.
I feel that Bobby, myself, and Ski Haus have gone above and beyond to keep her happy. If the manufacturer is out of product they cannot honor a Pro Form. Her ski was put asside for what should have been a week. It turned into 5 1/2 weeks. Three of those weeks Ski Haus was out of stock on the ski and could have sold it to someone else. I am the middle man that doesn't make money on Pro Form. It is a service we offer to employees of ski areas and the manufacturers to offer deserving people deals on equipment so they can make others love this sport the way that we do.

I too, would hate for this to ruin it for all qualified people who work in the ski industry. I will continue to offer Pro Form for area employees as a service. I thank all of you for your support.

Think snow!

 

[marcski]

Some people will just never be satisfied. She should stick to the ladies' sites if she wants support as opposed to reality.