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Warranty issues with Volkl

post #1 of 22
Thread Starter 
I have a pair of Oct '03 Volkl P60 GC Racing with Motion. They were sent to Volkl since the edges were cracking with hairline cracks (5 in one ski and 1-2 in the other). In addition, the edges were beginning to separate from the base causing water to get in. Unfortunately, the Volkl warranty guy did not inspect the ski thoroughly and did not even notice the cracks. He thereafter proceeded to immediately send them back to the shop without contact to discuss the problems. Has anyone had problems with Volkl warranties or suggestions on how best to proceed?

The ski techs before sending the skis to Volkl said that it was definitely a material defect. Volkl unresponsive and now expects me, should I decide to get another pair of Volkls -- which right now is a big if, to shell out more money for a upgrade. Prior to the P60s, I had the P50s also warranty issues with the motion rail cracking apart. Not happy at all with the way Volkl is handling the situation. Over the last 5 years- 2 Volkl skis both with warranty issues.

Any help would be great.
post #2 of 22
I wonder if this has anything to do with the recent selling of Völkl. Things change. I hope it's not a trend.
post #3 of 22
1) Did you receive the current skis as a replacement or upgrade from the previous pair?

2) You state you have the '03 P60. It is currently '06. Warranties are one year. Did you provide a receipt indicating a more recent purchase than '03?
post #4 of 22
Thread Starter 
The current skis were a replacement for another material defect issue. I am aware that the warranties last only 1 year. However, skis need to last more than 2 years + 3 mos (with only 50 ski days). When Volkl does not even thoroughly inspect the skis and completely miss cracked edges when sent back to them -- there is definitely something wrong with (1) customer care and (2) the quality of their skis with 2 defects with my P50s and P60s.
post #5 of 22
race skiis are raely manufactured for protracted use.
post #6 of 22
Quote:
Originally Posted by mlang
The current skis were a replacement for another material defect issue. I am aware that the warranties last only 1 year. However, skis need to last more than 2 years + 3 mos (with only 50 ski days). When Volkl does not even thoroughly inspect the skis and completely miss cracked edges when sent back to them -- there is definitely something wrong with (1) customer care and (2) the quality of their skis with 2 defects with my P50s and P60s.
So, to be clear, you're looking for a pair of n/c replacement skis in 2006 from an orignal purchase that was in 2001?

How do you know they didn't see the cracked edges? Did your shop alert them to the specific reason of return? That is normally standard operating procedure in such matters.
post #7 of 22
Thread Starter 
I am not looking for n/c considering the the cracks happened on 2 year old skis. But what I am looking for is a little bit of service considering my loyalty to the brand (which is being significantly tested) and skis that last longer than 2 years. I am talking about $1K skis after all.

They did not see the cracks because the Volkl warranty guy told me directly he did not see or should I say look for them. The shop told Volkl that the edges were cracked and that is why they were sent back. Edges should not crack especially after only 2 years....
post #8 of 22
Quote:
Originally Posted by mlang
They did not see the cracks because the Volkl warranty guy told me directly he did not see or should I say look for them. The shop told Volkl that the edges were cracked and that is why they were sent back. Edges should not crack especially after only 2 years....
Which is it? He didn't see them? Or, he didn't look for them? If the shop really informed Volkl that cracked edges was the reason for return, I find it difficult to believe they would refuse to "look for them."

I'm sorry to be a pain in the rear, and I promise that I am not trying to be difficult. I was a "warranty guy" for a major manufacturer in the early 90's. It's not an easy job. Usually, the consumer's complaint, the shop's opinion, and your own common sense are not on the same page.

I suspect that the shop knows that this is, for all practical matters, a 5 year old pair of skis, and has asked Volkl not to replace them @ n/c because they feel it's time to sell you a new pair of skis.

Happens all the time. The shops can get anything they want out of a warranty department. Trust me. If the shop was a 100% in your corner, you'd have a new pair of skis, I guarantee it.

Incidentally, you are aware that the warranty for most manufactuers is 1 year? Most manufacturers would tell you that you do not get a "new" warranty period with a pair of replacement skis - you're still working off the original purchase date.
post #9 of 22
Thread Starter 
He did not look for the cracks since the ski shop told them that my complaint was "that the are not skiing well. Volkl warranty guy just put them on the rack to see if they were straight without looking at the bases and edges. The shop says that they told Volkl to look at the edges but Volkl maintains that is not what they were told. So 2 different stories.

Today, spoke again to the Volkl warranty guy who told me to take them to another shop and have that other shop send the skis back to him so he can evaluate them thoroughly. And he promised thoroughly this time!! However, he thought if it was an upgrade I would still be out of pocket approx $600 which is ridiculously high since I have seen the skis already on sale for that price.

I also suspected what you were saying about the shop telling Volkl not to replace them. Since on Tuesday when I was speaking to the Volkl warranty guy, he was going to upgrade to a new pair (at a cost). Today, no can do.....

Shop (NOW) thinks they can fix cracked edges which are beginning to pull away from the ski and causing a tear line in the base of the ski itself. However, before having the shop send the skis to Volkl, I had the repair techs look at them and they said no way to be fixed. Again their stories changing.

Very frustated now and just want to go skiing. Any suggestions to help? Thanks.
post #10 of 22
Quote:
Originally Posted by mlang
He did not look for the cracks since the ski shop told them that my complaint was "that the are not skiing well.
So, it's not Volkl's fault - the shop didn't bother to tell them.

Oh, and I wouldn't call you a brand loyal customer, if in 5 years you paid for 1 pair of skis off them! In the last 5 years, I've bought maybe 4 or 5 pairs of skis, and I wouldn't say I was loyal. Now, if I bought 4 or 5 pairs every season, that would be a different matter!
post #11 of 22
Thread Starter 
Excuse me, please read my previous reply-- the shop has always maintained that they did tell Volkl to look for cracked edges (at least that is what they have repeatedly told me and what is in the paperwork). Volkl maintains that is not what was communicated to them. You tell me who I am supposed to believe. But then again, would not a thorough inspection of the skis also include running at least your eyes if not hands down the edges. Where one would definitely notice the cracks and tear into the base of the ski.

And not that I need to quantify what loyalty is but I have had every line (cash paid) of their P skis up to 60s (one warranty pair comped to me) plus 2 other Gs in the last 5-10 years. I think that is enough to get them at least to run their hands across the edges the first time sent to them. Don't you?
post #12 of 22

don't be a hater

Mlang is simply looking for advice here. Why is everyone being (not playing) the devil's advocate? I think that whether or not there is a limit on the warranty, the company should act in good faith and at least give a discounted rate on a similar pair of skis. Sounds like mlang is getting the typical "run-around" here by Volkl and/or the shop and simply wants to be treated fairly and receive some compensation for defective skis. C'mon people, it'll cost Volkl a mere pittance to keep the loyalty of this consumer. Isn't keeping the customer happy the best advertising?!?!
post #13 of 22
folk are not being supportive because Vokl is offering this guy a deal but he is unappreciative. The skis are out of warranty, yet they are willing to give him a replacement product at something less than the full cost of new skis -- which they are under no obligation to do. I'd suggest that you count your blessings and take the deal that's been offered.
post #14 of 22
I can't believe what I'm reading. What a bunch of sheep who would allow a manufacturer to get away with selling defective merchandise. The one year warranty means nothing. Manufacturers, including auto, replace defective merchandise outside the warranty period all the time. The company sold a product to a consumer that is defective in materials and workmanship. Make them replace the skis. File a complaint against the shop and the company with the consumer protection division of the attorney general's office in your state if you do not get full satisfaction. File suit against both of them in small claims court. You owe them nothing.
post #15 of 22
Defective merchandise? He's got 50 days on a pair of race skis (not noted for their longevity) that are 3 years old and 2 years out of warranty. That Volkl was willing to do anything for him is, in my view, pretty good service and beyond the call of what most manufactures would do.
post #16 of 22
Quote:
Originally Posted by habacomike
Defective merchandise? He's got 50 days on a pair of race skis (not noted for their longevity) that are 3 years old and 2 years out of warranty. That Volkl was willing to do anything for him is, in my view, pretty good service and beyond the call of what most manufactures would do.
Yea, right. I'm not buying it. You go into the ski shop and see two stickers on the skis. One says $1000 and the other says they'll last only 50 days. Are you going to buy them? Hardly. Does any ski manufacturer want that reputation? Hardly.
post #17 of 22
Thread Starter 
Thanks for all the feedback. Let me clarify some points:

(1) While Volkl at first said they would offer an upgrade (which I would be very grateful for), that offer was retracted. I believe it was partially since the shop said they were unwilling to do anything for an upgrade (that is what Heavenly Sports told me) and secondly because Volkl wants to see exactly what the problem is with the skis by having me send them back to them again for a thorough evaluation.
(2) What Volkl said, is after I send the skis back to them (for the 2nd time) because they did not look at the skis thoroughly the 1st time (Volkl admits they did not look at the edges), they will evaluate and see what they can do.
(3) Volkl suggests that I need to take the skis to another shop when sending them in the 2nd time.

I would greatly appreciate anything that Volkl can to. However, I must say things have gone extremely wrong by having to send skis to Volkl 2 times because they did not evaluate the skis thoroughly the 1st time. What I do expect is that when skis are sent to any manufacturer they thoroughly look at the ski for problems. Not seeing cracked edges is something that just should not happen. 2 ski techs told me before sending the skis in that it was a Volkl defective issue not just normal wear and tear issues. If I thought it was a normal wear and tear issue, I would not have wasted the time and money sending them to Volkl in the first place.
post #18 of 22
Quote:
Originally Posted by mlang
However, I must say things have gone extremely wrong by having to send skis to Volkl 2 times because they did not evaluate the skis thoroughly the 1st time. What I do expect is that when skis are sent to any manufacturer they thoroughly look at the ski for problems. Not seeing cracked edges is something that just should not happen.
First, I am glad that your skis are on the way back and you're expecting an upgrade deal.

Second, after reading the comment above, it is obvious to me that the shop did not communicate clearly with the Volkl warranty department. I say this for 2 reasons:

1) Volkl was not informed that cracked edges were the specific reason for the return. If they had been, Volkl would have looked for them - there is simply no other conclusion one can draw.

2) The fact that Volkl has asked you to return them through a different retailer is clear evidence that the first dealer had no interest in helping you. If they did, you would have already paid an upgrade charge and be skiing on your new skis.

Volkl may be guilty of an incomplete inspection, but even if the cracks had been verified the first time around, you still wouldn't have new skis because it's obvious the first shop was not interested in handling the upgrade.

Who's the shop?

Hope this gets resolved soon.
post #19 of 22
Okay, to take this thread a bit further, I have myself had a warranty claim on Volkl skis. I have last year's 724 Pro, and the tails delaminated. Noticed it a week ago when I got back from Jackson, and took the skis to the LSS where I had purchased them. Fortunately, there was one day remaining on the warranty when I took them in. Volkl has offered to fix the skis at no cost, but just offered me a new AC4 for $250. While that is at the limit of my willingness to pay, I took it and it seems like a good deal. What do you guys think?
post #20 of 22
Bummer that it delam'd, but I would have done the same. It's cool that Volkl gave you the choice and $250 for a new set of sticks ain't bad.
post #21 of 22
My Volkl ski tip cracked last weekend on my 6 stars (04/05 model). No apparent reason for it (that I could see). It is still skiable but I am afraid that it will eventually delaminate at the tip. Ive contacted the shop I bought the skis at and am now just waiting on word from them on how to proceed. Hopefully it can get fixed- Ill keep you posted.
post #22 of 22
To all:

Just to restate what it says in the Volkl Reference Manual........


Volkl Sport America Limited Warranty

Volkl Sport America products are warranted for ONE YEAR AFTER DATE OF PURCHASE against defective workmanship and material when used for the purpose intended, under normal conditions, and providing they receive proper care. Merchandise covered under this warranty must be returned to an authorized Volkl Sport America dealer (with proof of purchase date) who will then send it to Volkl Sport America (transportation prepaid by the customer). Volkl Sport America will then inspect the returned merchandise for evidence of misuse and will determine whether repair, replacement, or adjustment is due. Volkl Sport America will return merchandise prepaid. This warranty is in lieu of all warranties, expressed or implied, including warranties of merchantability or fitness for a particular purpose. Volkl Sport America's liability under this warranty shall be limited to the repair, replacement, or adjustment of Volkl Products, and Volkl Sport America shall not be liable for incidental or consequential damages incurred as a result of any breech of this warranty.
  1. This warranty applies to Volkl skis purchased from an authorized dealer and extends only to the original owner. Skis purchased that have been previously used are not covered under this warranty.
  2. This warranty does not apply to damage resulting from improperly mounted bindings or incorrect tuning practices."

To me it's pretty clear - 1 YEAR FROM THE DATE OF PURCHASE, NO MATTER HOW MANY TIMES YOU SKI ON IT!

I think Volkl Sport America has been very gracious to some of you. How many of you whiners out there are past the 1 year mark, have your original receipt, and paid the shipping to send your skis back? I would venture a guess, not many. And yet Volkl Sport America is willing to look past these things and still try and make it right.


HB
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