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Old 02-21-2013, 02:01 PM   #11 (permalink)
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I know people love to hate, but after dealing with Burton Rider Services and Dogfunk/Backcountry, my expectations are pretty high. There is no reason every company should not strive to achieve that level of service.
I honestly just today sent a complimentary email directly to Dogfunk because of the outstanding customer service I received on a recent transaction. If I were the OP, I would politely but assertively complain directly to the company about their lack of customer service. I could see it as an employee simply messing up once then having them fix it right away, but in this case the OP had not one but two screw ups in a row that took up 4 weeks of his time. Where I live, 4 weeks is a hell of a lot of the riding season. What if that were his only set of bindings? There's reason to complain IMO, but I'd be complaining directly to them and threatening to never buy Ride stuff again.
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Old 02-21-2013, 02:07 PM   #12 (permalink)
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Dogfunk is absolutely freaking amazing. I remember when I first heard about their policy... I had some stuff I had ordered 2 years prior that was falling apart (jacket and pants.) They just told me to send it all back for a full refund. I was so impressed I actually felt bad and didn't want to take advantage... so I just sent the pants back since they were actually falling apart and the jacket wasn't too bad.
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Old 02-21-2013, 02:10 PM   #13 (permalink)
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Dogfunk is absolutely freaking amazing. I remember when I first heard about their policy... I had some stuff I had ordered 2 years prior that was falling apart (jacket and pants.) They just told me to send it all back for a full refund. I was so impressed I actually felt bad and didn't want to take advantage... so I just sent the pants back since they were actually falling apart and the jacket wasn't too bad.
Yeah and on top of their outstanding return policy and their complete competence, everyone I've ever spoken to on the phone was super nice and patient. I agree, I felt the same way like I didn't want to take advantage of them.
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Old 02-21-2013, 02:26 PM   #14 (permalink)
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I'm not sure what to think about Ride's customer service either. I had a pair of their bindings that were about a year and a half old (out of warranty) and I sent them an email saying one of my toe straps was stripping. The guy said he'd send me a new one free of charge immediately no questions asked. 2 days after I got them I was riding on a small hill near my house and one of the new straps just snaps in half (I assume it must've had a defect). I reply to the guy I talked to earlier thanking him for his help and explaining what happened. A different guy responded to me. He completely ignored everything I wrote him and told me that if I want a new strap it will cost me $30. I try explaining myself again that the straps were brand 2 days ago and were defected. He replied with the same email, being very stubborn and not acting like he had a care in the world about my predicament, explaining that free parts were against company policy. Needlessly to say I didn't buy the toe strap, but bought a different brand bindings and couldn't be happier. Ride will likely not have me as a customer anymore. The least he could have done is been sympathetic, ask for pictures to see damage, or discount the strap for me. He acted like I had never been a customer and like he didn't care if I remained one or not.
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Old 02-21-2013, 03:34 PM   #15 (permalink)
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I may be a bit old school but I feel that if you want anything done correctly you need to actually TALK to someone on the phone. This day an age email has made things really impersonal which allows things to " slip through the cracks" more then when your voice and personally was how people decided whether to give you the discount or sneak one out for free.

It's not like it costs them a lot of money. Hell even if it was their Policy and pretended to do me a favor it was good to think people give a shit about my patronage. I guess that's just something we are gonna have to get used to.

But I never email when I have the option to call. Cause saying 2 times in a conversation " sir are you SURE you put my order through this time? Because this is my second call." Would surly get that part to you 2 weeks earlier.

Just my 2 cents
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Old 02-21-2013, 03:52 PM   #16 (permalink)
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You are probably right about calling would have gotten better service, and parts sooner. But you are probably also right that you are old school on this. Companies need to take responsibility for what their employees are doing on the other end of the email.

If I email to check on an order they should respond that they can't check on the order unless I call. Or they should actually move to some other screen in the system and do it, not just send some BS email back that had no basis in reality (for an order they took, but never gave to parts dept.)
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Old 02-21-2013, 03:59 PM   #17 (permalink)
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Yeah and on top of their outstanding return policy and their complete competence, everyone I've ever spoken to on the phone was super nice and patient. I agree, I felt the same way like I didn't want to take advantage of them.
My first experience with dogfunk's customer service:

I called and placed an order for a NS SL back, man maybe 6-7 yrs ago now, I called because I wanted to see if I could purchase the SL with a green base because I didn't want to spend 5 bills on something unless I loved it. The rep said of course we can do that and placed the order. Got my board but was the black base, called in and explained the situation, they said no prob and sent me a new board, wrong color again. I called in and explained the situation again and they said we don't let you choose the color because we don't stock it that way, and I politely explained I wouldn't have purchased the board if I couldn't know for sure of what color I would get and that I was going on a trip that weekend and wanted my new board for it. Manager came on and said, we don't normally let you select the color but since our rep told you what you would get, we will send you the store model that we have with the green base. In the meantime go ride the board you have and return it after your trip. You will get the correct board when you return. I got the new board and didn't ride the one I had because I didn't want to abuse a perfectly good board that I wasn't keeping. But the fact that they were willing to tell me that and go out of policy to get the board I wanted just because I was being picky.....needless to say I ALWAYS buy from dogfunk unless they don't have my size...
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Old 02-21-2013, 04:25 PM   #18 (permalink)
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Today i emailed Ride for some binding replacement parts and got a response back within a few minutes from Dan, and told me to be on the look out for the parts in the next couple weeks..Hopefully they make it.
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Old 02-21-2013, 04:31 PM   #19 (permalink)
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Word of mouth, in my opinion, is still one of the most effective forms of advertisement. I guarantee some forum members who have never dealt with Dogfunk will be comfortable purchasing from them strictly off of forum referrals. I actually was thinking about purchasing some softgoods from ride, but I'm not into being used by arrogant ass companies that feel like I need them. I'll even pay more for an item just because of a companies great or shitty service, depending on the situation.
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Old 02-21-2013, 04:43 PM   #20 (permalink)
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Word of mouth, in my opinion, is still one of the most effective forms of advertisement. I guarantee some forum members who have never dealt with Dogfunk will be comfortable purchasing from them strictly off of forum referrals.
Couldn't be more right on both accounts. As a small business owner there is nothing better then word of mouth. And as a direct result of this forum my next possible purchase will be from dog funk unless they don't have the item I want.
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