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post #11 of 17 (permalink) Old 03-13-2013, 12:27 PM
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I'd say give them a call. Often times that is the best way to get stuff done with snowboard companies via email. They often get so much email, yours may get lost in the shuffle. Push yourself to the front of the line by calling them.
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post #12 of 17 (permalink) Old 03-13-2013, 12:44 PM
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Originally Posted by Extremo View Post
Yep. There are companies I'll never buy from again because of bad CS, and companies I'll fully support because of great CS.
what he said.


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post #13 of 17 (permalink) Old 03-14-2013, 12:15 PM Thread Starter
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Originally Posted by killclimbz View Post
I'd say give them a call. Often times that is the best way to get stuff done with snowboard companies via email. They often get so much email, yours may get lost in the shuffle. Push yourself to the front of the line by calling them.
Ill give them a call and see how it goes. If they can't help me then I'll be ok with that. I would just like a reply

Hello.
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post #14 of 17 (permalink) Old 03-14-2013, 12:22 PM
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Bad customer service is a really good way to lose me as a customer for life. I have no patience for it. If I give you my money I expect to be treated with respect and I expect you to stand behind your product. If a company can not do that then they do not deserve my business.
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post #15 of 17 (permalink) Old 03-14-2013, 12:45 PM
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I had an issue once with Lib where I was trying to send them pics of a delaminated board. I sent the email 2 or 3 times with no response. I finally just sent a pissed off email with no pictures and was responded to immediately. Turns out they have a data limit on their email system, and I was sending too many high resolution pictures of the board, so the email was never received by them, and I was never notified. I sent them some smaller file size images and the issue was resolved immediately.

As for your situation, just call them to get it resolved quick. I have never waited very long to talk to a CS rep from a snowboard company.
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post #16 of 17 (permalink) Old 03-14-2013, 01:47 PM
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Depends on the context of the return. I've only had good experiences returning things to Dogfunk and Gravitee. Gravitee even refunded me shipping on an item that didn't fit even though their policy stated otherwise. Those are the types of shops that I will pay full retail on an item even though others have it for cheaper because I know I will be taken care of if something goes wrong. The best price doesn't mean you will get the best service.
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post #17 of 17 (permalink) Old 03-14-2013, 10:34 PM Thread Starter
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Update:

So I decided to send them an email asking if they received my previous email and pics. Soon after I got a reply from the founder/creative director of the company. Perhaps my previous email got lost in the mix? Whatever the reason, they took care of me going beyond what I would ever ask for. They made things right and I'll still support this company.

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