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Are manufacturers really stupid or do they know their service is bad? - Page 2

Poll Results: Should manufacturers think about the service they provide and make sure they have spare parts available? Including colored ptex?

 
  • 75% (9)
    Yes
  • 25% (3)
    No
12 Total Votes  
post #31 of 49
Quote:
Originally Posted by Tog View Post
 

"Ripping the edges out" is stated as if it just happened skiing on a velvet groomer.

"Broken binding" - no explanation.

The only understandable complaint is the ptex that needs to be filled is orange colored and no one fills with orange.

If it's a big enough spot to require epoxying a whole patch of ptex, then we're back to asking what exactly was he doing with the skis? Not spreading snow like butter most likely.

Meanwhile, manufacturers could care less and are idiots.

OP is out of Reno from previous posts

 

And that means ......

 

The OP was skiing on Rocks this year in Tahoe

 

Soo ....

 

Everyone broke lots of gear this year on said rocks :eek

post #32 of 49

The survey is flawed. You ask a two part question. And expect one answer. 

 

Who cares what color ptex is used for your bases. Start a new company with a rainbow of ptex colors. 

 

Plus, ski companies have limited warranties, so they do take care of their customers. But if you blow out an edge, core shot, abuse, etc, well, we all know that is not covered under the warranty.

post #33 of 49
Thread Starter 

The edges were NOT ripped out over garbage. They were being ski'd ON piste and merely on hard snow. The orange ptex was on me...but i just wanted to buy some ptex on that one.

post #34 of 49
Thread Starter 

Bindings - last year - from day one they released. The company did replace them under warranty. I had to pay shipping. The edge was ripped out on a groomer...hard snow, but no rocks or other abuse.

 

The orange ptex was all me - on rocks in the trees. I just think they should be able to SELL me orange ptex.

 

I have subsequently fixed them with clear - but still - sad in my opinion.

post #35 of 49

the current age of thinking in business  is to be more customer centric more than anything, as customer have more and more choice to switch as well as it being easier and easier to switch.

This goes from anything from your skis, to your bank, to your car insurance. 

 

If they either they have a really good product and can afford to lose you; or indeed they are shortsighted and will lose business to other companies that are more customer-oriented.

post #36 of 49
Quote:
Originally Posted by Chrisogg View Post

The edge was ripped out on a groomer...hard snow, but no rocks or other abuse

You were just skiing along, right?
post #37 of 49
Quote:

Originally Posted by Chrisogg View Post

 

The edge was ripped out on a groomer...hard snow, but no rocks or other abuse.

 

 

It was probably a meteorite. I'm pretty sure that's under warranty..............:dunno

 

SJ

post #38 of 49
This year as a bonus major Tahoe resorts have been sprinkling white rocks on their groomers to give every customer a FREE base grind

Sometimes they do edge work also and no charge for that either
post #39 of 49

Curious to know if anyone makes colored ptex for repair guns. One sees spools of material for 3d printers in every color.

@Chrisogg was the edge loose in places? Or the ice someohow just ripped it out?

 

What thread was it were we had the meteorite discussion?

post #40 of 49
Thread Starter 

Since folks appear unclear...the manufacture acknowledged that the ski edge should not have failed. They gave me a credit for ~500.00 on the skis. However, I had over 600 into the skis. So, it wasn't that they completely failed to honor the warranty. Instead, they failed to really provide true value. 

post #41 of 49
Thread Starter 

A little chatter on hard snow....the company already acknowledged they had a problem with the skis. See other reply. 

 

 

Folks - if you keep trying to blame my skiing for the failure of the ski, you're missing the point and the conversation. I'm fully aware of the difference between breaking a ski and having one fail unreasonably.

 

The ski failed. The company acknowledged that. Then they provided crappy service.

post #42 of 49
On pro pricing?? I never pay that much including bindings! And I'm just an average skier.
post #43 of 49
Quote:
Originally Posted by Chrisogg View Post
 

A little chatter on hard snow....the company already acknowledged they had a problem with the skis. See other reply. 

 

 

Folks - if you keep trying to blame my skiing for the failure of the ski, you're missing the point and the conversation. I'm fully aware of the difference between breaking a ski and having one fail unreasonably.

 

The ski failed. The company acknowledged that. Then they provided crappy service.

They acknowledged the issue, Gave you a $500 credit on a used ski, You can pull the bindings off your current ski and use them on a new ski. I fail to see the crappy service. Just because they don't make orange P-Tex? Am I missing something? Sounds like they took care of the situation. 

post #44 of 49
I would have preferred a poll asking respondents whether they've had skis spontaneously explode on them while skiing on piste without hitting anything.

It reminds me of when I'd come home to find broken lamps, chairs, etc that must have exploded on their own because the kids all swore the'diy never touched them. rolleyes.gif
post #45 of 49
Quote:
Originally Posted by Chrisogg View Post
 

The edge was ripped out on a groomer...hard snow, but no rocks or other abuse.

Unless you guys at Tahoe have been having stranger snow than usual - which would be saying something - I'll have to buy into SJ's meteorite theory.

 

Edges do not rip out on their own, without some help from materials harder than snow. Look, some here spend so much time in weird terrain - Josh comes to mind - they assume all skis come out of the factory with compressed edges and base shots. If you were on a groomer, and you didn't see what did it, all good. We often don't. But at the end of the day, you're still responsible, not the QC department.

 

Prove me wrong: Post a close-up that shows the edges, no evidence of scratches or directional dings that would indicate a, umm, meteorite. Just pristine polished edges, dangling, catastrophic materials failure. 

post #46 of 49
What does $600 of your investment entail, and what's the explanation they gave you for giving you $500 vs $600 you wanted? Did you ask for more and explain why you deserve more?
post #47 of 49
Quote:
Originally Posted by Chrisogg View Post
 

Since folks appear unclear...the manufacture acknowledged that the ski edge should not have failed. They gave me a credit for ~500.00 on the skis. However, I had over 600 into the skis. So, it wasn't that they completely failed to honor the warranty. Instead, they failed to really provide true value. 

So they gave you 5/6 of the value back. 83%. You didn't say that upfront though did you?

So it cost you 100$ to ski for how many days? If it's more than 3 you should owe them money. In other words, you got a good deal.

So, the thread could just as easily been:

"Wow, this manufacturer really stood behind their product. I just wish they made orange ptex for repair."

post #48 of 49
Thread Starter 

Tog,

 

I guess you've never really been exposed to good service. Different perspective.

 

I'll give you a good example:

 

Cisco: A large number of their products might have a memory problem. It was discovered that many of them had a problem with memory. That memory came from a supplier from 2005-2010. 100% of the products affect are several years past warranty.

 

Cisco took a $650M hit to their bottom line so they could take GREAT care of their customers. 

 

That is good customer service.

 

Lousy customer service is exemplified when:

 

Your customer buys your top of the line product and then they have to send them back not once, but twice. And you make them pay shipping both times. And when you give them a partial credit for the manufacturer's defects.

 

Your customer buys your top of the line product and then they need spare parts for it, but you don't have spare parts available.

 

I bet if you bought a car, and the manufacturer didn't have replacement tires for it, you would understand.

 

As I said in the 1st email, "Maybe I have higher standards because of being in the services industry for 30 years...."

 

But, for me, these manufacturers' services suck.

post #49 of 49
Quote:
Originally Posted by Chrisogg View Post
 

Tog,

 

I guess you've never really been exposed to good service. Different perspective.

 

I'll give you a good example:

 

Cisco: A large number of their products might have a memory problem. It was discovered that many of them had a problem with memory. That memory came from a supplier from 2005-2010. 100% of the products affect are several years past warranty.

 

Cisco took a $650M hit to their bottom line so they could take GREAT care of their customers. 

 

That is good customer service.

 

Lousy customer service is exemplified when:

 

Your customer buys your top of the line product and then they have to send them back not once, but twice. And you make them pay shipping both times. And when you give them a partial credit for the manufacturer's defects.

 

Your customer buys your top of the line product and then they need spare parts for it, but you don't have spare parts available.

 

I bet if you bought a car, and the manufacturer didn't have replacement tires for it, you would understand.

 

As I said in the 1st email, "Maybe I have higher standards because of being in the services industry for 30 years...."

 

But, for me, these manufacturers' services suck.

 

Your version of "good" service is unrealistic.

 

To get FAIR service is all I require. Unfortunately there are many companies that simply want to take the money and run.

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