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Kneebindings  

post #1 of 13
Thread Starter 

I have skied on KneeBindings for 2 seasons. Purchased KB12's Carbon etc. Unfortunately this season the heel piece disintegrated disgourging spring/washers etc. Very worrying. Under Uk legislation I am entitled to a replacement/refund but wanted a bit more i.e wanted the manufacturer to inspect defective binding and report. Upon personal request by John Springer Miller I couriered the defective bindings to Vermont and was promised a replacement and refund of my postage charges. After receiving very poor and slow service from KneeBinding Inc, I asked the UK supplier to provide replacement. This has been done (using replacements finally sent by KB) but KneeBinding Inc are silent on why their binding fell apart and also not refunded postage so I am out of pocket. I am also aware on another case where there has been problem with heel piece.

Very poor service by KB and I am debating whether to ditch the bindings next season as do not know if I can trust my body to this kit made by a company that do not fulfil its obligations

post #2 of 13

Uh-oh.

post #3 of 13

It is unusual for any binding to disintegrate after 2 seasons. One thing I will say about JSM is that is is very attentive of his product and prompt in responses. What is the time line here? Have you been in touch with Kneebinding since? Mr. Miller is a member here, I am going to bring this to his attention. 

post #4 of 13

Photo? 

post #5 of 13

I would doubt that a manufacturer of almost anything is obligated to disclose why its product failed as long as they have fulfilled their warranty, nor would they necessarily want to for product liability/litigation issues. I would bet that you will never hear why.

post #6 of 13
Quote:
Originally Posted by Philpug View Post
 

It is unusual for any binding to disintegrate after 2 seasons. One thing I will say about JSM is that is is very attentive of his product and prompt in responses. What is the time line here? Have you been in touch with Kneebinding since? Mr. Miller is a member here, I am going to bring this to his attention. 

 

I agree with Phil.  JSM has responded personally to questions about my wife's bindings, and he worked with local techs to help set them up, too.

post #7 of 13
Thread Starter 

HI I found JSM to be attentive on the phone but has not responded to a single email- perhaps worried about going into writing talking about defective binding?

Timeline-

1) Initial contact with JSM 2 March 14. he asked for bindings to be sent to him and promised to refund my postage costs

2)Bindings couriered to KB 20 March 14 at cost of $75 to me- supplied receipt from DHL couriers to KB

3)My UK supplier Esge and Wax mounted new bindings and returned my skis on 28 April  14. Delay due to not receiving replacements from KB in good time

4)I emailed JSM to request refund of postage on 28 April 14 and no response so far.

 

I am not expecting KB to acknowledge that their binding is poorly made/ineffective but show some common courtesy to a customer by responding to correspondence. After all I showed faith in their product by paying over the odds to buy KB12's. Not happy that heel piece fell apart. This inplies that I have been skiing on bindings that were ineffective at least in the period just before they failed?

 

You say JSM is a member- please tell him that I have taken the step to publicise my grievance as I am very upset at being ignored. Shoddy customer service.

post #8 of 13
Quote:
Originally Posted by Saeed View Post
 

HI I found JSM to be attentive on the phone but has not responded to a single email- perhaps worried about going into writing talking about defective binding?

Timeline-

1) Initial contact with JSM 2 March 14. he asked for bindings to be sent to him and promised to refund my postage costs

2)Bindings couriered to KB 20 March 14 at cost of $75 to me- supplied receipt from DHL couriers to KB

3)My UK supplier Esge and Wax mounted new bindings and returned my skis on 28 April  14. Delay due to not receiving replacements from KB in good time

4)I emailed JSM to request refund of postage on 28 April 14 and no response so far.

 

I am not expecting KB to acknowledge that their binding is poorly made/ineffective but show some common courtesy to a customer by responding to correspondence. After all I showed faith in their product by paying over the odds to buy KB12's. Not happy that heel piece fell apart. This inplies that I have been skiing on bindings that were ineffective at least in the period just before they failed?

 

You say JSM is a member- please tell him that I have taken the step to publicise my grievance as I am very upset at being ignored. Shoddy customer service.

Again, while JSM and I have not seen eye to eye over the years, I will say that poor customer service is not something he is guilty of. Could something have fallen through the cracks? Maybe but he has earned my benefit of the doubt here. I just had a private message with John, I believe he is planning on responding here but direct communication might be the best way to go. 

post #9 of 13
Thread Starter 

Photo:

KB 12-Spings/washers fell out

post #10 of 13

JSM 5/15

 

Hi Saeed,

 

We did replace your bindings, although we could never find anything wrong with them.  The upper heel arrived here in pieces, but we can't see any reason for it to have been apart.  The pieces were all in like-new condition.  Nevertheless, we were happy to replace the heel under our liberal warranty policy.

 

The cost for your warranty replacement has been extraordinary.  There is the cost of the replacement heel, and for some reason, your shipping to us cost over $80, our shipping back was close to $50, and the shop was charged over $40 in VAT.  All for a pair of bindings.  Obviously, it doesn't make a lot of sense to spend over $200 to handle an issue like this, and we are exploring what we need to do if we ever get another issue like this in the future.  

 

Our warranty policy says that we don't pay for the shipping TO us, but that we WILL will pay to ship them back. Nevertheless, we told you we would pay for the shipping both ways, so we will.

 

As for the time - I am sorry it took so long to help.  We take great pride in our service, and have become widely recognized for responding immediately to any issues that arise - regardless of even whether they fall under our responsibility.  I know the staff here has taken some time trying to figure out why the costs of this one issue were so high (especially your shipping and the VAT?), and we also learned it took 3 weeks for the bindings to get from us to the shop in the UK.  These are all areas where we can do better.

 

I hope you are happy in the end.

Please let me know what else we can do!

 

Yours,

John Springer-Miller

Chairman, KneeBinding Inc.

 

post #11 of 13
Thread Starter 

Philplug,

Thanks for passing on message to JSM.

 

I will be delighted if JSM responds to my last email.

Must say I have always had really good customer experiences dealing with US companies and and in fact wished that some of our UK companies would adopt US style customer policies. KB have broken that faith.

post #12 of 13
Seems like in the shipping you get what you pay for.
post #13 of 13
Quote:
Originally Posted by Saeed View Post
 

Philplug,

Thanks for passing on message to JSM.

 

I will be delighted if JSM responds to my last email.

Must say I have always had really good customer experiences dealing with US companies and and in fact wished that some of our UK companies would adopt US style customer policies. KB have broken that faith.

John had replied here and it looks like the lines of communication have reopened. No need for any more discussion here, case closed, thread closed. 

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