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Old 02-21-2013, 11:58 AM   #1 (permalink)
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Default Ride Customer Service SUCKS

My 2 or 3 year old ride bindings bust a strap. It happens, no worries.

I call up and place an order like 4 weeks ago. After about a week of waiting I email to check on. They email back telling me it is their busy time of year and the order will be to me in 2 weeks.

Two weeks later, nothing. So I email again, saying I waited the 2 weeks you told me to. Where is my order?

I get back the we are still busy this time of year, again. At this point I am a bit irriatated. So I email saying, when actually will the order come? not just the we are busy email.

I get back, the oops, the customer service person never actually placed the order. They have the order, but "never sent to parts dept." They will overnight it to me.

My issue is that the person that placed the order originally is bad. The person that i emailed to check on the order, is bad. He could have checked on the order either of the two times I emailed but instead just re-sent the "we are busy this time of year" email.

Sorry...Just had to vent and maybe if Ride sees this they can do something about it for next guy.

Of course last email from them is like "we will overnight for free", like after waiting 4 weeks they are doing me a HUGE favor. Come on. They are charging me for ground shipping anyway. I may have felt a least a tiny better if they said they will refund and send parts for free. But I did not mention and am really not trying to get something for nothing.

Next bindings probably I get may not be Ride based on this experience.
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Old 02-21-2013, 12:51 PM   #2 (permalink)
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If you think this is bad customer service you have clearly never dealt with many companies before. They made a mistake and are trying to fix it.
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Old 02-21-2013, 01:06 PM   #3 (permalink)
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There are companies that email same day, multiple times, ship next day, and provide shipping and tracking info without even being asked.

As far as customer service goes this is kind of shitty.
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Old 02-21-2013, 01:12 PM   #4 (permalink)
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"If you think this is bad customer service you have clearly never dealt with many companies before." I am unsure I understand that comment. Maybe you can explain.

No matter how many companies I have dealt with, Ride's was still bad customer service.

Your point is that multiple wrongs make it right? Or that bad customer service is so rampant that I have no right to complain?
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Old 02-21-2013, 01:24 PM   #5 (permalink)
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I have to agree. Had a pair of Capo bindings on which the buckles and ladder straps fell apart after a few days. Got an email from customer service promising me exchange parts and I never got them. But as always it can just be bad luck or a bad day on the customer service guy's part.
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Old 02-21-2013, 01:30 PM   #6 (permalink)
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Quote:
Originally Posted by scottb7 View Post
Your point is that multiple wrongs make it right?
No idea why you'd think that was my point.

Quote:
Originally Posted by scottb7 View Post
Or that bad customer service is so rampant that I have no right to complain?
That all things considered, this is a very minor thing to complain about on a forum.
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Old 02-21-2013, 01:34 PM   #7 (permalink)
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"That all things considered, this is a very minor thing to complain about on a forum." And what does Lucky RVA feel the purpose of this forum is? I do want to make sure I don't offend in the future.
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Old 02-21-2013, 01:39 PM   #8 (permalink)
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That's employees not giving a shit and giving shitty customer service. You have every right to bitch about some idiot employee doing that to you. Good on whoever fixed it for you though.
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Old 02-21-2013, 01:51 PM   #9 (permalink)
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Have to agree with OP. This is the type of stuff I'd like to know about. Since I had kind of a similar situation with Ride a couple of years ago when I was trying to get a BOA cable replacement, I have to wonder if they have a systemic issue.

Now mind you, I eventually got the part and didn't have to pay for it, so I was satisfied with the result. But you have to wonder if they have a problem in their parts dept.
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Old 02-21-2013, 01:52 PM   #10 (permalink)
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Sucks when you get the run around like that and that is totally bad customer service. After the first encounter with no results, I would have been on their ass for a conformation email that it had been shipped. 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.

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