Real customer service

[sledhaulingmedic]

I have to admitt, I'm the king of highlighting customer service stupidity: ASC constantly calling/writing to badger me to re-up my pass (even though I already have), counting minutes/hours on hold,waiting, trying to give some faceless corporation my money, trying to politely explain to a brain-dead airline ticket agent that my wife doesn't have a driver's license and that the agent is under a legal obligation to accept my wifes state-issued ID from the state commission for the blind (before my wife attempts to use her "white cane" to perform a colonoscopy...)

For a change, lets talk about some great customer service.

I bought a Skier's Edge S4, four years ago. It's been great, however, I had a bushing fail a year ago. They sent me more bushings...for free.

This fall, I had another bushing fail. I talked with a rep onthe phone, he sugested another part might be failing. He sent me those, and more bushings...for free. Free shipping.

More companies need to do business like Skier's Edge. Anyone else have a ski-related company that really knows how to take care of their customers?

 

[riverc0il]

last season i posted a glowing customer service satisfaction post for backcountry.com. too lazy to search for it (i am sure bvibert will dig it up ) and of course, burke did me right last year with a refund on a season pass opening week when i broke my arm, that was total class and going above and beyond.

 

[bvibert]

last season i posted a glowing customer service satisfaction post for backcountry.com. too lazy to search for it (i am sure bvibert will dig it up ) and of course, burke did me right last year with a refund on a season pass opening week when i broke my arm, that was total class and going above and beyond.

See what I get for looking up a few posts, now I'm expected to find them all...

Here ya go:
http://forums.alpinezone.com/7799-backcountry-com-excellent-customer-service.html

I don't have any raving reviews for ski related companies, but I'm interested to hear other's sotries! :beer:

 

[tirolerpeter]

Positive review

I have had excellent customer service from the Skier's Edge company. They sent me upgraded wheels for the Slope Simulator accessory before I even knew that there was an issue with wear on a prior production run. They talked me through an electrical issue with my Gatekeeper (turns counter). A connector had separated in a hidden spot. And, they promptly sent me a new belt when my original broke. They sent it free, and also paid for return of the old one so that they could analyze why mine had failed prematurely. They also sent me a new "flagpole" for the gatekeeper that had gotten bent when the belt failed and I took a tumble. All at no charge. Of course, considering the original price, they can afford this level of service. I use it all the time, and attribute both my current level of fitness and much improved balance to this product.

 

[ALLSKIING]

Free belt..:blink: They charged me around $130 for a new one. My Edge is 8 years old so I don't think the belt was under warranty.

 

[bigbog]

...

I hear ya' sled,
I think smaller companies like those producing products like Skiers Edge put into practice the schema adopted from companies like Toyota and Honda vs the multi-tiered pyramid corporate structures of GM and Ford...etc. Engineering/Development and Production fails without Customer Service....and likewise. I also think the pay scale for customer service for Skiers Edge is better than most of your multi-tiered companies ....along with Federal Government positions "in the field"....you get what you pay(on the average!). You want to attract more skill than that at McDonalds, you'd better make it known that you're willing to pay more for it.

$.01

 

[tirolerpeter]

Customer Service

Free belt..:blink: They charged me around $130 for a new one. My Edge is 8 years old so I don't think the belt was under warranty.

I think the belt may have a two year warranty, but they may also not have wanted any sort of hassle from me regarding that fact that I really got tossed when the belt went. I actually put my right elbow through a drywall wall (probably cushioned my landing) when I went down. Fortunately, I was not injured at all. In my initial email to them I pointed out that I regularily inspect my machine and check on the tightness of the various nuts and bolts. I also pointed out that the failure point was not a place that was easily seen under normal conditions. They wanted to make good on it pronto. I sent an email on a Sat AM (when it happened) and then went out of town early Monday. They left phone calls three days in a row. I did call them from out of town around Wed evening. They had already shipped out the replacement. Which one of your belts did you replace? My Classic Carver has a short inner belt, and a longer outer belt. The long one is the one that broke on mine.

 

[ALLSKIING]

I think the belt may have a two year warranty, but they may also not have wanted any sort of hassle from me regarding that fact that I really got tossed when the belt went. I actually put my right elbow through a drywall wall (probably cushioned my landing) when I went down. Fortunately, I was not injured at all. In my initial email to them I pointed out that I regularily inspect my machine and check on the tightness of the various nuts and bolts. I also pointed out that the failure point was not a place that was easily seen under normal conditions. They wanted to make good on it pronto. I sent an email on a Sat AM (when it happened) and then went out of town early Monday. They left phone calls three days in a row. I did call them from out of town around Wed evening. They had already shipped out the replacement. Which one of your belts did you replace? My Classic Carver has a short inner belt, and a longer outer belt. The long one is the one that broke on mine.

The short belt broke on mine...It could have been ugly.

 

[Phildozer]

Wachusett did me right.

Three (four?) years ago, I bought my wife a Century Pass that she never used. Never even got her picture taken.

Sent an email explaining the situation hoping for a discount on my pass for the next year and instead they rolled hers over to me the following season.

Pretty cool.