Lessons in Warranty Claim Futility
A warranty solely exists because no matter how bomb proof a product is there’s always that .5 percent that seeps through quality control and finds its way to the general public. Granted some years products fail more than others it’s just the nature of the mass produced beast. This is where the warranty comes into play as it’s the saving grace for when one of these products does end up in the hands of a consumer. But the real question remains how good is that warranty the company is touting?
Who hasn’t attempted a warranty return? If you haven’t ever had to do this then be happy knowing your equipment is solid and your mind hasn’t been tested. Now if you have gone through the warranty claim process then chances are you’ve either had a solid experience with a brand or they failed you and that’s soured you towards them for life. It truly can be a making or breaking point with lifelong customers.
It’s a pretty obvious manufacturing failure as the metal broke at a flex point. Now granted Tom the reader that sent these photos in said he is a “bigger” guy but they only had 40 days on them. Now here’s where this gets interesting check out these email correspondences with Technines warranty department.
I bought a pair of athletic pro bindings (white/red M/L) from the UK importer, jackal, last February- now the heelcup of the RH binding is beginning to crack on both sides at the bend where it joins the baseplate- initially I thought it was just a cosmetic scratch, but the cracks are rapidly escalating. As I understand, this is covered by a lifetime warranty. Please get back to me with details of what I need to do…
March 16: (first email response from T9)
I just need an address! Also were they both white? Or one white one red? If so which one is white and which one is red?
hot damn, you guys rock, I’ve been taking photos and all sorts awaiting a barrage of bureaucracy… thanks for such a quick and kickass reply… both bindings are white
My current address is:
(Insert real address)
Thanks again, yours is the best warranty I’ve ever known.
Hi Chad, just checking the progress on this- I appreciate this is international shipping, but as yet there is no show and the binding is set to crack any day…
nothing ever materialized from this and the binding finally gave way (thankfully on the penultimate day of the season, so I didn’t miss too much riding time)… I have now returned to the UK, so my address is:
(Insert new address here)
please see attached photos (posted above)- one spar of the heelcup has cracked outright, the other side of the same binding is well on its way and the other binding has early signs. As it stands, I’m not too bothered if you don’t have the correct colours to hand, I just want functional bindings, so please replace.
it is now 3 months since I 1st got in contact and despite being led to believe that replacement heelcups were on their way, nothing ever materialized- please clarify whats happening here, I’m not even getting acknowledgement of my emails!! I had faith in the technine warranty, but as it stands, I’m tempted to warn potential buyers to look elsewhere.
please get back to me ASAP, or I will have to assume the worst…
August 4: (used the customer service email this time instead of the firstname.lastname@example.org)
I would like to know what has happened to the ‘legendary’ technine warranty; as you can see from this regrettably one sided correspondence that things have lapsed a touch… please make like a phoenix from the ashes and restore my confidence… I’ve even phoned a couple of times without resolution!
Cheers ( I would have said thanks, but I think you might have to earn that in this instance)
September 9: (A response is acknowledged from a non Technine/Brand Base email address instead it’s from Filmarcorp.com)
yo whats up ! im pepe the new warranty superhero here at brandbase (technine) ! sorry for the waiting , its
chaotic down here ! i dont even have an office or a desk so please xcuse us ! can you email me your complete address so i can ship your goodies !!! the box is ready to ship ! yeah boy !
September 20: (Pepe steps up to the plate and sends a follow up email)
yo im waiting for your address !!! your package is good to go !
September 23: (Tom responds)
Go Pepe, yo da man!!… Sorry fella, I’ve been sleeping too much recently and didn’t see your 1st email. Ah well, at least you didn’t have to clean my saliva sodden pillow.
I have a nice freaky address for you, deep in the wilderness of Wales
(Insert second address here)
Good luck with desk and whatnot; your legs must be killin.
November 1: (Toms last and probably final email to them as he forwarded this exchange to a few of us snow site types)
I know life can be hectic sometimes, but c’mon, you have no idea how much I’ve been dicked around on this already; help me out here dude!
Anyone else think this is a horrible customer service failure? Looking at this exchange Tom did everything right he praised the product, he praised their warranty, he made silly jokes to engage the warranty department, he attached photos of said problem, and above all he kept following up with them. So why is it Tom doesn’t have a replacement part? Now ask yourself this do you think this is acceptable? Hopefully something happens for Tom or perhaps one of you awesome companies out there who values customer relationships will hit me up to get in touch with Tom.