NXT nightmare - + appauling customer service from FLOW
Originally Posted by killclimbz
The NXT's is one of their higher end models. Unfortunately they did have a problem with the front t-nut that attaches to the binding. A plastic piece can break on a limited number of bindings. Flow has replacement pods for these. I contacted them and had a replacement set within a week. Not hard to get, but it's a little extra something you might have to do if you get NXT's. Most shops are getting the replacement parts so it might be a non-issue if you go Flow.
Unfortunately I have bought a pair of these NXT's and they are really rubbish. They sold them to me with no mention of the replacement pods so after a few days I had a detached front ladder strap.
I then had to wait for almost 2 weeks until Flow sent my local store the replacement parts.
In the meantime I had a front ladder strap snap on me. I have also spoken to another NXT buyer whose flip up locking device has snapped on him.
So eventually I get the replacement part which, due to poor engineering, leaves quite a bit of movement on the front ladder strap. So after half a days riding the screw comes off that holds my front ladder strap in place.
After all this I get pretty peeved and call the store that I purchased the bindings from in the first place and ask about getting an exchange for another brand, they tell me it's an issue I have to take up with FLOW.
I just now had the most amazing conversation with the so called "customer service" representative at FLOW. His name was Ryan and when I asked how I go about getting a refund on a set of appallingly defective NXT's he told me "I dont care" in disbeleif I asked him to "say again" and he repeated "I don't care, bud" then he fobbed me off to a voice mail.
I am absolutely amazed. These bindings have been nothing but trouble. They have obviously had a few probelms in the manufacturing process, but rather than admit fault, pull them from the shelves and try and appease their customers they are telling them they "don't care!"
Great marketing move if you ask me, but hey what do I know, I just love riding my snowboard.
Well best of luck to FLOW. I for one will be telling everyone I know to avoid FLOW like the plague. If they keep using their current strategy on the customer service front, they will be out of business by next season. Word spreads quickly on the internet and as you know lots of people check products out online before buying.
Anyway hope I can save anyone else form the frustration that FLOW represents. To be fair my Wife has a pair of AMP9 FLOWs which she is happy with at the moment. So it seems that the NXT is the problem, its just a shame that the company is dealing with this in such a negative way.