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Ski warranty issue- Volkl Kenja

post #1 of 13
Thread Starter 

On Jan. 21 I purchased some new 2014 Volkl Kenjas from a local shop near Killington. They are great skis and once i found the sweet spot I have enjoyed them very much.

Yesterday i noticed that the top sheet on the both tails had peeling up and started to chip off. Today I brought them to the shop. They said that it was normal wear and tear. That I was probably bouncing them along the ground as I walked through the parking lot, or had been pushing them into snowbanks to stand them up. I have not done either of those things. I was told that my options were.

 

1.  Have the shop super glue down the top sheet for free. I am not especially happy with this option, as parts of the top sheet have chipped off and it will look crummy.

2. Pay $75 to have the skis shipped back to Volkl for warranty service for possible repair or replacement. I would then pay another $45 to have my bindings remounted upon return in a few weeks. I asked if I could wait until the end of the season to do this as was told that this was not advisable, as the longer I waited, the more it could be declared normal wear and tear.

 

 

Over the past 25 years or so I have owned at least 5 pairs of Volkls and treated them all the same. This has not happened with a single pair of those skis. I believe that this is either a design or manufacturing defect. I could understand if the skis were a year or two old, but at one month it seems as though the shop could have got to bat for me a little more. Is it usual to have to pay more than $100 to take care of a warranty issue on new skis?

post #2 of 13

Can't speak to current situation or Volkl or your shop.  But I do know that long ago, when my K2 skis started slowly delaminating, my shop noted the damage, registered my complaint and the date, and told me to return after the ski season had ended (it was about this time of year, and I wanted to ski some in March). When I brought them in in May, they took the skis, never asked for any money, and delivered me a new, updated model in September.  I was not a big buyer at the time nor anyone special -- just some schmoe who had bought skis from them.

 

You can bet I become a supporter of that shop afterwards!

post #3 of 13
I'd try to contact volkl and see what they suggest you to do... explain what the shop told you.
post #4 of 13
Quote:
or had been pushing them into snowbanks to stand them up

 

I had a ski delaminate from doing this...something everyone was doing at every meet.  They were nordic skis with just a sandwich tail construction - and even then it took 2+ years for them to delaminate. And, when it happend I went back to the shop and they gave me a free replacement from some of their old stock without any hassle.  Unlikely you'll find that today when the NOS can be sold off quickly online, and technology "updates" combined with "tent sale" has turned even shops with no online sales into revolving doors.

 

Also, I don't think a plain vanilla super glue holds up well in extreme cold temps - not something you'd want to use on a ski.  Epoxy, ok, fine.  The shop should have offered to epoxy it up for you and see if the delamination continues to progress.  If you weren't satisfied with how the work came out, then they should send it back to Volkl for you, at no cost.  That may not be their legal obligation, but most shops do have a relationship with the supplier they can leverage to get your skis replaced / repaired.  

 

This shop has a case of "not my problem".  Ask to talk to the boss.  Tell them there are a lot of other skiers in your club who ski at Killington and you'll be letting them know how you've been treated and not to shop at XYZ shop... 

 

Another form of leverage you have is "purchase protection" that you might have if you bought them with a credit card.  Some issuers have a category to chargeback defective purchases to a merchant if you file a complaint.  I bought a stove once (no returns) from a local shop and the blower fan conked out and the thing smoked up my whole house on the first day.  The shop was like, too bad, call the manufacturer.  I called my credit card company and they held back his money.  You can be sure I got a call the next day telling me they'd send out someone the next day.  Problem fixed.  Heat back on.  Called back credit card company to reauthorize payment.  Still won't go back there again, but I don't go around bad mouthing them by name.  Win-win. 

post #5 of 13
Thread Starter 
Thank you very much for you response.
post #6 of 13

agree, most mastercards/visas/amexs have 60-90day purchase protection, assurance, satisfaction, and other consumer friendly benefits; this isn't always leverage on the merchant, it's their own underwritten insurance

 

even if it's your fault or nobody's fault, like they have the commercial of the guy backing his car over his new golf clubs.

 

Since this is a very short time frame, it is best to check it out quickly to see what your options are.

post #7 of 13

This is nuts.  You almost certainly have defective skis.  Try throwing yourself on the mercy of another Volkl dealer, and tell them about the crap service you received from "your" shop.

 

It's been a long, long time now, but I once got similar treatment FROM THE VOLKL REPRESENTATIVE and vowed to never buy another one of their skis.

 

But in this day and age of the consumer as king, I suspect that Volkl will take care of you -- just find a helpful shop to start the process.  Go in on a Monday morning so that nobody is busy.

post #8 of 13
Volkl has excellent warranty support.
Any authorized Volkl retailer can manage this for you and should not charge shipping.
You don't have to use the shop you purchased from.

If you have a receipt you shouldn't have any problems.
post #9 of 13

I have a pair of V werks RTM skis. I just noticed the same delamination on the tails that you mentioned. I will contact Volkl in the morning. having owned many pairs of Volkl skis this is definitely a defect. Skis should not react that way when you push them into the snow. I hope they do the right thing.

post #10 of 13

Name names!

If a picture validates your claim, then.......

We will bring the heat.

Ski shops that don't honor warranties should be outed.

post #11 of 13
Quote:
Originally Posted by dakine View Post

Name names!
If a picture validates your claim, then.......
We will bring the heat.
Ski shops that don't honor warranties should be outed.
Yes! Take a picture of the offending sales clerk and post it here along with the shop name. Send Volkl the link. Resolution and satisfaction.
post #12 of 13

hmm, both first time posters that have joined simply to post an issue/complaint.  Not saying they are wrong, just saying....:rolleyes

post #13 of 13
Quote:
Originally Posted by Barbara View Post
 

On Jan. 21 I purchased some new 2014 Volkl Kenjas from a local shop near Killington. They are great skis and once i found the sweet spot I have enjoyed them very much.

Yesterday i noticed that the top sheet on the both tails had peeling up and started to chip off.

It depends on how much if it is "peeling" versus how much of it is chipping.  If they are little chunks flaking off around the edges less than a half inch I would agree with the shop that that was due to contact with something else, likely the other ski or concrete parking lot, sidewalk whatever.  If the top sheet is peeling back way more than little 1/4"-1/2" chunks along the edge then it is very likely a defective product.

 

My skis typically chip and flake off in little chunks all along the inside edges of the top sheets, some fairly deep simply because I can't resist clicking my skis together on the lift to knock off the snow piled up on top of them.  Knocking the heavy snow off does make a long, slow lift ride more tolerable.  But, it also chips the topsheets around the edges quite a bit.

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