So I broke my Sierrascope a few days ago ( http://www.snowboardingforum.com/sno...ard-today.html ) and thus needed another board. Well first thing some folks may ask is why didnt I just contact Sierraonline and warranty the board. Well its because I actually bought the board new from a person off ebay in November so Sierra never got any money from me and there was no history of me buying the board from them.
At some point while the thread I linked above was ongoing a Sierra CSR saw it and contacted me via PM here. Im not going to say the user name but he did have about 3 dozen forum posts so its someone that probably lurks here from time to time for Sierra. He said to contact him and that they "would make it right". Well I did PM him back and explained the above situation to him and that I personally just didnt feel right about trying to get money or a board from Sierra when they didnt get any from me but I told him there were no hard feelings and I appreciated his reply. Well he actually wrote me back again and said that even though I didnt directly purchase the board from them they would still have no trouble shipping me out another sierrascope or another one of their house boards if I didnt feel comfortable getting the sierrascope. Thats how you treat folks .. . thats some great customer service
That's very impressive! Seems they're really trying to earn a name for themselves.
On another note.. Before I my wife ordered the K2 Grom Pack for my daughter I needed some info on board sizes since the packages are listed only by boot size. I logged into their live chat and within a couple minutes had an employee talking with me. He went and got the info I needed himself and then came back to let me know. Very happy with such a quick turnaround on my question
Big warehouse sites know that local shops pride themselves on their customer service and use that to stay afloat so they step up their game in order to meet the local shops on all fronts. It's nice to see such awesome customer service all around but sadly three o my favorite local shops closed in the past 9 months. I've had nothing but good experiences with Sierra but the local shops still get a good share of my seasonal spending.