or Connect
EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Snowbasin Rental Shop - Bad Experience
New Posts  All Forums:Forum Nav:

Snowbasin Rental Shop - Bad Experience

post #1 of 11
Thread Starter 

I have been a season pass holder at Snowbasin for 8 seasons and absolutely love the resort.  However, a buddy from back East was on a ski trip to Utah recently and had a bad experience with the Snowbasin rental shop.  He decided to pay the premium for a demo performance ski instead of going with something from their standard rental fleet, and ended up with a pair of Blizzard Bonafides for the day.

 

Second trip up the gondola he noticed one of the skis was delaminating just below the heel (apparently a common problem with Blizzard), and immediately took them back to the shop.  I was fully expecting the manager to apologize and give him a replacement pair, however it was just the opposite.  The manager accused my buddy of "intentionally trying to break them because he purchased the $3 insurance".  The manager absolutely would not give him another "demo performance" pair and wanted to just refund his rental fee.  When my buddy told him that he just bought a full-day lift ticket for $89, the manager reluctantly offered to give him a standard rental ski as a replacement, but did not refund the premium that he paid for the demo ski.

 

IMO - this was not good business practice.  I would have expected the shop manager to bend over backwards to ensure that a paying customer had a great experience at Snowbasin.  Unfortunately, that was not the case.


Edited by NeedToSki - 4/3/15 at 4:11pm
post #2 of 11
Usually with demos at ski areas, you try one pair, take a few runs, then swap for another pair. You're not stuck with them all day. So, were these "performance rentals" or "demos"? Or was the real issue that the manager thought he trashed the ski? Because swapping for a different ski is a normal part of why you get demos.
post #3 of 11
Sounds to me like a shop that feels like it has a captive audience and therefore doesn't need to provide adequate customer service.

Given he purchased the insurance (and even if he had not) this should have been an easy non-hassle exchange. Unfortunately customer service is much more about the person providing it, or not in this case, than store/shop policy.
post #4 of 11

He didn't get what he paid for. I reccomend disputing the charge on his credit card. Even if he loses, he will cause them deserved aggravation.

post #5 of 11
Quote:
Originally Posted by Bill Miles View Post

He didn't get what he paid for. I reccomend disputing the charge on his credit card. Even if he loses, he will cause them deserved aggravation.

I'm not so sure he would lose. In fact I'm confident he would not.
post #6 of 11

Wow. He should have gone above THAT managers head. That's completely unacceptable.

post #7 of 11
Thread Starter 
Quote:
Originally Posted by sibhusky View Post

Usually with demos at ski areas, you try one pair, take a few runs, then swap for another pair. You're not stuck with them all day. So, were these "performance rentals" or "demos"? Or was the real issue that the manager thought he trashed the ski? Because swapping for a different ski is a normal part of why you get demos.


Yes, they were the performance rentals, not demos.  Thanks for pointing that out.  Fixed initial post.

And I think you are correct that the manager thought he intentionally trashed the skis because he purchased the insurance.  At least, that is what he implied.

post #8 of 11
Quote:
Originally Posted by NeedToSki View Post
 


Yes, they were the performance rentals, not demos.  Thanks for pointing that out.  Fixed initial post.

And I think you are correct that the manager thought he intentionally trashed the skis because he purchased the insurance.  At least, that is what he implied.

That whole assumption makes no sense to me.  There is no reason to deliberately trash a ski just because you bought insurance on it.  You turn the ski in either way, there's nothing in it for the person trashing the ski.  At the shop I represent, the only thing they care about is that you bring the ski back.  If you bought the insurance, you can trash it.  Most damage can be fixed by the shop anyway.  De-lams are generally caused by a bit more than skiing over some rocks and aren't that easy to do casually.  It sounds like your friend should have gone up the chain.

post #9 of 11
Thread Starter 
Quote:
Originally Posted by tetonpwdrjunkie View Post
 

That whole assumption makes no sense to me.  There is no reason to deliberately trash a ski just because you bought insurance on it.  You turn the ski in either way, there's nothing in it for the person trashing the ski.  At the shop I represent, the only thing they care about is that you bring the ski back.  If you bought the insurance, you can trash it.  Most damage can be fixed by the shop anyway.  De-lams are generally caused by a bit more than skiing over some rocks and aren't that easy to do casually.  It sounds like your friend should have gone up the chain.


Yep, I agree that it doesn't make sense.  We skied one run - a groomer from the top of Needles to the bottom of Strawberry, then took the skis off to load the gondola.  He did not hit any rocks or even ski off trail as it was a warm-up run for us.  We noticed the delam while riding the Strawberry gondola up.

 

I wanted to talk to someone above the rental shop manager, but my friend just wanted to ski since he had never been to Snowbasin before.  It's a shame because he really liked Snowbasin - the terrain, lifts, layout, lodges, food, and yes even the bathrooms.  However, this incident made him question if would ever go back.

post #10 of 11

In addition to disputing the upgrade portion of the charge a letter to the general manager of the resort is in order. Throw in a screen shot of the thread about Bonafide delams and ask for compensation in the form of a full refund of the total rental fee including insurance and a voucher for a free lift ticket for the next time he (or any of your friends) visit. I probably wouldn't mention that you posted about this here. Save that for if he stonewalls you.

http://www.epicski.com/t/131459/blizzard-bonafide-delaminated


Edited by oldgoat - 4/5/15 at 9:49pm
post #11 of 11
Quote:
Originally Posted by oldgoat View Post
 

In addition to disputing the upgrade portion of the charge a letter to the general manager of the resort is in order. Throw in a screen shot of the thread about Bonafide delams and ask for compensation in the form of a full refund of the total rental fee including insurance and a voucher for a free lift ticket for the next time he (or any of your friends) visit. I probably wouldn't mention that you posted about this here. Save that for if he stonewalls you.

 

+1 on that. Always good to let someone at the store/shop/resort know (reasonably) what a bad experience you've had. If they care about customer service, you'll get a positive response.

New Posts  All Forums:Forum Nav:
  Return Home
  Back to Forum: Ski Gear Discussion
EpicSki › The Barking Bear Forums › On the Snow (Skiing Forums) › Ski Gear Discussion › Snowbasin Rental Shop - Bad Experience