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What should I do if a ski shop lost a pair of my skis that were out for warranty?

post #1 of 51
Thread Starter 
About a year ago, I started to have issues with my 06-07 Volkl SL skis that I had for less than a season. The sidewalls were beginning to crack, and my shop told me that it was purely cosmetic, nothing harmful to the skis. A few months later (in February) the cracks got worse and worse, until the sidewall on one of the skis finally blew out while I was running SL with CSC at my home mountain. I brought the skis back to the shop to be sent out on warranty, and they were shipped out a few weeks later. I went up to the shop a few months ago to pick up two other skis that were out on warranty, and the SL skis were still not in. I was told that they would be in a few weeks later. So I waited, and finally called about a month later. The skis were still not there, and apparently my shop rep had forgotten about me even bringing the skis in. They said that they would call Volkl the next day to see what was going on with the skis. I called the shop a few days later to see what was up, and they said that Volkl had no idea where my skis were.

It is now almost January, and I am still out a pair of SL skis. What should I do? I was planning on selling the warranty replacements to one of my old highschool teammates in order to cover the costs for the UNH Race club that I founded and helped start this year, which I sadly can't do now due to the lack of funding.
post #2 of 51
Please tell me you got a receipt or shop ticket when you gave your skis to the shop....

If you have it, the onus is on the shop.  If not, the onus is on you :-(
post #3 of 51
Deleted beucase this thread is now lame.
Edited by tromano - 1/5/10 at 11:52am
post #4 of 51
 No tracking numbers? 
post #5 of 51
 I would think the shop is responsible.

Saying that, you had two other skis out on warranty? It seems like a lot of ski problems. 
post #6 of 51
I was thinking the same thing. 

Quote:
Originally Posted by seattle_sun View Post

 I would think the shop is responsible.

Saying that, you had two other skis out on warranty? It seems like a lot of ski problems. 
post #7 of 51
Dropping off or shipping a pair of skis for warranty consideration does not automatically guarantee that the skis will be replaced. They may, but they may not.

If the shop cannot prove that the skis left their hands, then it is their responsibility to replace the skis with a pair in comparable condition to the ones you brought in. It is not their responsibility to replace the skis with a new pair.

If the shop can prove that the skis left the store, then it is the responsibility of the transport company. (UPS or whatever) Again, it is to replace the skis with ones in comparable condition.

If the transport company can prove that they delivered the skis to the supplier, then it is the responsibility of the supplier.

If the supplier can prove that they shipped a pair of skis back (replaced or not) then it is the responsibility of the transport company.

If the transport company can prove that they dropped the skis (replaced or not) to the shop, then the shop is responsible again. At this final stage, it is the shop's responsibility to hand to you what the supplier sent. If the supplier sent a replacement, then that's what the shop is responsible to hand you. If the supplier denied the warranty claim and returned the damaged skis, then it is the responsibility of the shop to return the damaged skis.

etc....etc....etc.

SJ
post #8 of 51
I'll tell you what I would do.  I would buy you some new ones ASAP.   I would sure not use them again.   But then again nobody's perfect.  If you really like them, tell them, then tell them you are pissed, and if they don't take care of a replacement ASAP, you will piss their name all over town!

Bad ski or not, sounds like they lost them!    Good luck!
post #9 of 51
Quote:
Originally Posted by SierraJim View Post

Dropping off or shipping a pair of skis for warranty consideration does not automatically guarantee that the skis will be replaced. They may, but they may not.

If the shop cannot prove that the skis left their hands, then it is their responsibility to replace the skis with a pair in comparable condition to the ones you brought in. It is not their responsibility to replace the skis with a new pair.

If the shop can prove that the skis left the store, then it is the responsibility of the transport company. (UPS or whatever) Again, it is to replace the skis with ones in comparable condition.

If the transport company can prove that they delivered the skis to the supplier, then it is the responsibility of the supplier.

If the supplier can prove that they shipped a pair of skis back (replaced or not) then it is the responsibility of the transport company.

If the transport company can prove that they dropped the skis (replaced or not) to the shop, then the shop is responsible again. At this final stage, it is the shop's responsibility to hand to you what the supplier sent. If the supplier sent a replacement, then that's what the shop is responsible to hand you. If the supplier denied the warranty claim and returned the damaged skis, then it is the responsibility of the shop to return the damaged skis.

etc....etc....etc.

SJ
 


now that's eloquent! and the only route to the true explanation.
post #10 of 51
Look, if it's a good shop, they need to do someting NOW.  Then THEY can worry about who did what, or when! 

All that is not your frickin" problem!  You don't even care about the frickin' chain of transport etc!  

Go stand up for your LOST skis!
post #11 of 51
Posted by RTTP in '07

From December Last year to March '07
Avalanche Custom - who knows how much ($1k?) (gift from Dew)
Volkl EnergY 320 w/Marker M11 - ??? ($400?) (gift from Dew)
Mt Dew Care Package (Hat, goggles, gloves, boot bag) - ??? ($200?) (gift from Dew)
Volkl Racetiger RC 168 - $700 (comp'd)

From March to October -
Volkl Racetiger SL WC 165 - $500 (comp'd)
Marker Piston Plate SL - $180 (comp'd)
Marker Comp 14's - $180 (comp'd)
Leki Viper Venom SL - $140 (comp'd)
Volkl Single Bag - $40

fun begins in September with...
Leki Viper Venom GS - $140 (comp'd)
Volkl Racetiger GS WC 187 - $500 (comp'd)
Marker Piston Plate GS - $180 (comp'd)
Marker Piston Extention - ??? (comp'd)
Marker Comp 20's - $250 (comp'd)
Tecnica Diablo Race Pro 90's w/custom bedding etc - $600 (comp'd)
Booster Straps - $40 (comp'd)
Volkl AC3 163 w/ iPT 11 - $180
Volkl P70 156 SL - $100

Total $5370

Total for me $320 . (Not counting my GS trainers coming in, Racetiger GS's are a steal at $100)



It would seem to me that the shop that sponsored you lost their own skis...
post #12 of 51
^^^

I love it!
post #13 of 51
Quote:
Originally Posted by Whiteroom View Post

Posted by RTTP in '07

From December Last year to March '07
Avalanche Custom - who knows how much ($1k?) (gift from Dew)
Volkl EnergY 320 w/Marker M11 - ??? ($400?) (gift from Dew)
Mt Dew Care Package (Hat, goggles, gloves, boot bag) - ??? ($200?) (gift from Dew)
Volkl Racetiger RC 168 - $700 (comp'd)

From March to October -
Volkl Racetiger SL WC 165 - $500 (comp'd)
Marker Piston Plate SL - $180 (comp'd)
Marker Comp 14's - $180 (comp'd)
Leki Viper Venom SL - $140 (comp'd)
Volkl Single Bag - $40

fun begins in September with...
Leki Viper Venom GS - $140 (comp'd)
Volkl Racetiger GS WC 187 - $500 (comp'd)
Marker Piston Plate GS - $180 (comp'd)
Marker Piston Extention - ??? (comp'd)
Marker Comp 20's - $250 (comp'd)
Tecnica Diablo Race Pro 90's w/custom bedding etc - $600 (comp'd)
Booster Straps - $40 (comp'd)
Volkl AC3 163 w/ iPT 11 - $180
Volkl P70 156 SL - $100

Total $5370

Total for me $320 . (Not counting my GS trainers coming in, Racetiger GS's are a steal at $100)



It would seem to me that the shop that sponsored you lost their own skis...
 


WOW!  You're complaining about gear?!?! Holy crap. Where is your sob story to try and win the EPIC skis?   Try being thankful...ass.   

Whiteroom - how extremely resourceful of you. 

P.S.  I don't really think you're an ass, that was just a knee jerk reaction.  I was on your side until I read the above post from whiteroom.  Borrow some skis from someone in the race school you helped create.  There should be plenty of thankful participants.  Unless they think like you.
post #14 of 51
Thread Starter 
Quote:
Originally Posted by Whiteroom View Post

Posted by RTTP in '07

From December Last year to March '07
Avalanche Custom - who knows how much ($1k?) (gift from Dew)
Volkl EnergY 320 w/Marker M11 - ??? ($400?) (gift from Dew)
Mt Dew Care Package (Hat, goggles, gloves, boot bag) - ??? ($200?) (gift from Dew)
Volkl Racetiger RC 168 - $700 (comp'd)

From March to October -
Volkl Racetiger SL WC 165 - $500 (comp'd)
Marker Piston Plate SL - $180 (comp'd)
Marker Comp 14's - $180 (comp'd)
Leki Viper Venom SL - $140 (comp'd)
Volkl Single Bag - $40

fun begins in September with...
Leki Viper Venom GS - $140 (comp'd)
Volkl Racetiger GS WC 187 - $500 (comp'd)
Marker Piston Plate GS - $180 (comp'd)
Marker Piston Extention - ??? (comp'd)
Marker Comp 20's - $250 (comp'd)
Tecnica Diablo Race Pro 90's w/custom bedding etc - $600 (comp'd)
Booster Straps - $40 (comp'd)
Volkl AC3 163 w/ iPT 11 - $180
Volkl P70 156 SL - $100

Total $5370

Total for me $320 . (Not counting my GS trainers coming in, Racetiger GS's are a steal at $100)



It would seem to me that the shop that sponsored you lost their own skis...

The comp'd skis were paid on a company bill, NOT by the shop.

I'm going to call Volkl tomorrow to see what they say.
post #15 of 51

Let the shop worry about Volkl.  I guess you could get some info from them.  Don't forget to tell them about your experience at the shop.
I feel any good ski company is not going to like a shop that sells their stuff giving bad customer service.  Again, good luck, and let us know what happens.

post #16 of 51
It dosn't really matter if his gear was comped or not.  If he owns them then he's entitled to get them back from the shop.
post #17 of 51
Quote:
Originally Posted by NEwes View Post

It dosn't really matter if his gear was comped or not.  If he owns them then he's entitled to get them back from the shop.

That's true.  And no matter what, the whole, what? who's? oh, your skis? Do we have those....?  In all fairness, that kind of incompetence infuriates me, too. 
post #18 of 51
Thread Starter 
I've been swapping emails with Volkl for the past few days. They want me to try and get an RA# from the shop. I'll be going up on Wednesday to hopefully get it. If they don't give it, I'll be calling Volkl.
post #19 of 51
Quote:
Originally Posted by Rise To The Top View Post

I've been swapping emails with Volkl for the past few days. They want me to try and get an RA# from the shop. I'll be going up on Wednesday to hopefully get it. If they don't give it, I'll be calling Volkl.
 
RA No.?  I know you're a nice person, and I too believe you get more with sugar than salt!  But let's get real here! 
The shop needs to DEAL WITH IT!   NOT YOU!   It sounds like Volkl doesn't know anything about it.  Look, I can understand that even they might have got them, and messed up somehow.  Nobody's perfect.  But who did you "release" the skis to in the first place?
Money is tight, so sounds like the shop is in trouble.  If they were not....well, you should have had a pair of skis a long time ago.
Again, that's not your fault.  Nice you have a heart, but now you need the heart of a tiger!  If they don't take care of you right away, tell them you have nothing better to do than hold up a sign in front of the shop saying how bad they are!  Not only that, you will get your friends to help you, so it will be every day, all day, until they do the right thing.   Good luck,  even I'm pissed now!
post #20 of 51
Quote:
Originally Posted by Jacques View Post



 If they don't take care of you right away, tell them you have nothing better to do than hold up a sign in front of the shop saying how bad they are!  Not only that, you will get your friends to help you, so it will be every day, all day, until they do the right thing.   Good luck,  even I'm pissed now!
 
This is what I was thinking initially as well, but I wouldn't tell them you were doing it, I would just show up.  That and contact BBB.  
post #21 of 51
RTTP from a different thread today:

"I had a pair of Racetiger GS skis that had a dented edge. I had no idea what it was from until a friend told me that he dropped a sledge hammer on them. Volkl took em back and gave me new ones."


I'm sorry, I honestly feel as if I'm picking on you, but you keep saying stuff like this... and I can't let it go. You are posting on a busy internet forum about being mistreated, think before you post.
Edited by Whiteroom - 1/4/10 at 7:44pm
post #22 of 51
Thread Starter 
Quote:
Originally Posted by Whiteroom View Post

RTTP from a different thread today:

"I had a pair of Racetiger GS skis that had a dented edge. I had no idea what it was from until a friend told me that he dropped a sledge hammer on them. Volkl took em back and gave me new ones."


I'm sorry, I honestly feel as if I'm picking on you, but you keep saying stuff like this... and I can't let it go. You are posting on a busy internet forum about being mistreated, think before you post.

 

Yes, I got two out of three back. After I got the first two back, there was a mishap up at the shop, which did some serious damage to the relationship between the shop and I. Before I even had a chance to explain things, I felt like I was getting shafted on the third pair, which pisses me off. One stupid incident happened, of which wasn't even my fault has seemed to ruin a relationship that took me three years to build, and has seemed to lose a pair of skis that were a legitimate warranty claim.

As for the GS skis, I honestly wasn't expecting a pair back. I dropped em off hoping that some strings could be pulled to get a replacement.
post #23 of 51
RTTP, I'm going to do us both a favor. I'm going to never, ever open this thread again. I'll self-moderate.

I deal with warranty issues all the time, I have to smile and bite my tongue when a customer walk in and ask me to return an item they "only used once or twice, and didn't even do anything... it just happened, I'm not even sure when...". This is a place which sometimes encourages seeking out warranty claims that are obviously frivilous or flat-out lies. I'm not saying you are doing this, but I am saying it DOES happen. Covering a fraudulent warranty isn't 'Good Service'... it's rewarding bad behavior by passing the cost on to other customers at a later date.

I'll stay out of this thread from now on, I promise.
post #24 of 51
Wow this is getting complicated now.  Sounds like Volkl took back the hammered edge ski.  Why?  I guess they wanted to give you the benefit of the doubt.   They must really want to cover their stuff!  Which is more than I can say for a shop that you have done so much business with!

I can see the boot fitters point, but those kind of problems can usually be picked out at the store level.  A skilled person at the store will kindly explain to the person that this thing has been abused, and as such, is not covered.   Even then, lot of manufactures will replace, because they want customers coming back, and not blowing smoke up their butts!

I guess the shop you are working with doesn't feel that way.  Sounds like they don't want your business.
post #25 of 51
In my industry, if you want wholesale pricing you earn it by being an easy customer, being organized, placing decent orders, not being fussy, not demanding a lot of attention. Then you get the special pricing.

I would think that in skiing if you are getting pro deals and comps and such, you are bound by the same code of behavior.

Or I'm not even following the facts here, I don't know.
post #26 of 51
Quote:
Originally Posted by Whiteroom View Post

RTTP from a different thread today:

"I had a pair of Racetiger GS skis that had a dented edge. I had no idea what it was from until a friend told me that he dropped a sledge hammer on them. Volkl took em back and gave me new ones."


I'm sorry, I honestly feel as if I'm picking on you, but you keep saying stuff like this... and I can't let it go. You are posting on a busy internet forum about being mistreated, think before you post.

 

Do you believe in karma?
post #27 of 51
i still can't believe he wrote that on here!!!!!! impact to an edge is not a warranty, more fool the shop for even sending it back in the first place, i deal with warrties all season long for 2 major brands as an independent third party, there are certain stores who i would trust when they say there is a problem and there are others where i want to see the product in person before i will even comment... i know all the tricks the get arounds the bent ski which was blatently run over in car park yet happened to snap whilst skiing at slow speed on a blue run (both skis being bent equally, one upwards and one downwards was a bit of a give away... the only thing missing was the tyre marks)
post #28 of 51
Quote:
Originally Posted by Whiteroom View Post

RTTP, I'm going to do us both a favor. I'm going to never, ever open this thread again. I'll self-moderate.

I deal with warranty issues all the time, I have to smile and bite my tongue when a customer walk in and ask me to return an item they "only used once or twice, and didn't even do anything... it just happened, I'm not even sure when...". This is a place which sometimes encourages seeking out warranty claims that are obviously frivilous or flat-out lies. I'm not saying you are doing this, but I am saying it DOES happen. Covering a fraudulent warranty isn't 'Good Service'... it's rewarding bad behavior by passing the cost on to other customers at a later date.

I'll stay out of this thread from now on, I promise.


It sounds like my first instincts are becoming more an more correct.  As a person who worked at a Ducati dealership, I can say in truth, that even when a shop handles things in warranty, it is costing the shop a lot of money.  Time to talk to you, time to talk to Volkl, and shipping which is a bitch in the retail industry.  It really does sound like you have taken this shop for a ride and after treating you very well are fed up. 
post #29 of 51
Quote:
Originally Posted by Whiteroom View Post

RTTP from a different thread today:

"I had a pair of Racetiger GS skis that had a dented edge. I had no idea what it was from until a friend told me that he dropped a sledge hammer on them. Volkl took em back and gave me new ones."

Really - wow, you purposely deceived Volkl, they gave you another pair on your word, and you're apparently proud of deceiving them. Wow. Like another poster said - your karma score has got to be waaaay low. Bad ju ju man. Oh, and lemme guess, you probably used this same shop to return the sledgehammered edge skis to Volkl, yes?

Sounds like maybe this shop knows you better than you'd like and would be happy to see your "business" leave and let someone else service you.

Let's hope it's at least one of the two pairs of Volkl's you apparently didn't get comped on that started this little hissy fit.
post #30 of 51
Quote:
Originally Posted by guroo270 View Post





It sounds like my first instincts are becoming more an more correct.  As a person who worked at a Ducati dealership, I can say in truth, that even when a shop handles things in warranty, it is costing the shop a lot of money.  Time to talk to you, time to talk to Volkl, and shipping which is a bitch in the retail industry.  It really does sound like you have taken this shop for a ride and after treating you very well are fed up. 

That just about exactly mirrors my feeling on this deal. I could be wrong, but it seems like the shop is getting tired of the free ride that they have been contributing to. 

Raceland is a pretty unique deal. The equipment is subjected to incredible stress and the fact is......stuff happens. GS skis get stuffed into cross ruts and bend. Speed skis are subjected to "beater" falls all the time and slalom skis just blow up in general due to gate slap etc. The folks that are experienced in this understand that the skis are usually not defective, they are just pushed past their limits. It's easy enough to make a ski you can't damage but they wouldn't ski well and nobody would want them. The manufacturers are generally very good about this. They know it really isn't their fault that the kid wrecks all the time in GS or can't be bothered with putting foam strips on the front deck of his slaloms but they eat the costs anyway. That is one reason that "warranty" claims on race skis go to 364.9 days and not one day more.

So.......For a ski that was under warranty, the shop at least should figure out what happened to that pair and take approporiate steps if they dropped the ball. If someone else dropped the ball, it is the problem of that party and not the shop. If the skis were out of warranty or subjected to misuse (like those GS skis) then the shop should never have handled the claim in the first place. FWIW....every "free" or sponsorship product remains the property of the supplier. Once it is handed to an athlete it is considered a "loan" and it is not for the athlete to sell it, give it to someone else, or in any way abuse the property of the supplier.

When a qualified athlete enters into a sponsorship deal, it is made very clear that they get "X" number of skis for a given year. At the end of that year, the skis go back to the supplier. and the following year, more skis are issued. If a ski from the first year blows up and is replaced, it is not the property of the athlete to sell. If a ski blows up at the end of the first year, that product is not automatically replaced. Often it is just replaced with a pair that becomes part of the next year's quiver.

SJ
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