Looking forward to Surefoot popping up on the thread to put their side of the story (if any)
Thing is, if you are a specialist retailer with a fairly small market, a lot of which reads internet reviews and considers where to spend their money on what is a fairly big ticket item, this is a great opportunity to overdo the customer service, really nail it, and have the customer come back here and write a glorious review of how brilliant the service was in dealing with the problem. That, in my world at least, would make them a company that I'd choose to deal with - they got it wrong, they are fixing it so the customer is delighted, you can't ask for more than that.
Or they could get shitty about it and lose a load more customers. Not that they ever seem to be short of customers when I've visited, which I suspect is a part of the issue here, somebody rushing to try and get a job done, who normally does a good job, manager naturally is used to them doing a good job so is surprised and defends them, since they are probably not used to them turning out this kind of product, now has a potential loss from having to fix the problem and gets a bit defensive, decides to try the initial fob off. That has clearly backfired, and customers when they spend this kind of money are liable to become a complete nightmare for a company, burning hours and hours of work to try and fix when inevitably they pull out the Sale of Goods Act, trash reputation on the internet, and tell everybody that will listen to walk the other way.
Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
They charge top dollar so you’re entitled to a first class product. Sure you may need to go back for some tweaking but they shouldn’t allow rubbish like that to leave the shop - it’s called quality control!!
Last edited by Obviously A snowHead isn't a real person on Wed 20-12-17 16:17; edited 1 time in total
Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
This reminds me that years and years ago I bought a pair of ski boots from a shop in Tunsgate, Guildford. Wore them while we were in Austria at a Christmas and they were a bit hopeless, feet were moving around masses. On return I took them in to ask if something could be done. Happened to see the manager, he measured my feet, looked st the boots and promptly fetched another pair a size smaller. I was all ready to start saying I wasn’t prepared to buy yet another pair etc etc, but he just said ‘we got it wrong’ and swapped the boots, no charge.
Is it Radio Silence from Surefoot - perhaps they are waiting for the glue to set?
Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
@Digger the dinosaur, you are spot on with this post. I had a similar experience with Ellis Brigham 3 years ago when they heat treated some boots in the wrong oven (too hot) leading to sole of the boot twisting and rendering them useless. They bent over backwards to sort out the problem without once trying to deflect the blame. I dread to think how many thousands of pounds we have spent in there since then
@Digger the dinosaur, I absolutely agree and think that the key to working within a small community is transparency. I don't think any snowhead believes that nobody makes mistakes. If Surefoot can come online and admit they messed up (which they evidently did), state why it was allowed to happen, and how it will be solved; then I think they can demonstrate that whilst able to produce a dodgy product, they're also able to do customer service in a manner that a small community would like to see.
Or as you can say they might choose to be knobs about it and either say nothing and hope that the storm blows over, or approach the OP to censor himself so the world can't see this. Both would do more bad than good in my opinion.
When you go on the internet you have to be truthful and transparent but if you are it can do a lot of value for your company I think.
For ideas on how not to do it, find the thread about Edge and Wax going under, where the former owner of E&W accused spyderjon of telling porky pies about how much E&W owed to suppliers... so naturally spyderjon scanned the creditors list and put it up for everyone to see.
Then you can post your own questions or snow reports...
Then you can post your own questions or snow reports...
@dp, your bit in the small print I'd take with a pinch of salt. You are namely referring to the DPS figure. At that price they had owed DPS for circa 3000 pairs of skis.... really??!!
After all it is free
After all it is free
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
CYPER wrote:
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
Result.
Did they do it "Without Prejudice" or unconditionally?
Ski the Net with snowHeads
Ski the Net with snowHeads
CYPER wrote:
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
That's good to hear, it looks like Surefoot (after a bit of persuasion) have done the right thing.
snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
CYPER wrote:
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
Excellent news. So what are you skiing in while you are in La Plagne??
And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
Old Fartbag wrote:
CYPER wrote:
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
Result.
Did they do it "Without Prejudice" or unconditionally?
Nothing was said about fault, blame, liability.
So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
endoman wrote:
CYPER wrote:
Currently queueing for the EuroShuttle.
Just to share that I got a response to my email and Surefoot are offering me a full refund.
Excellent news. So what are you skiing in while you are in La Plagne??
I will give the boots a try. Might go to one of their shops and see if they are willing to refit me. Or just buy new boots.
I like the idea of memory foam though.
Correct me if I am wrong, but Profeet and S4F don't use memory foam in their liners + their insoles are different.
There is not much information online about the differences between their products.
Surprisingly I got internet under the channel.
You know it makes sense.
You know it makes sense.
@CYPER, well that's something. Not quite the boots you wanted though!
Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
I'm surprised by the offer - I would have expected them ask you to try them and if they where comfortable then great otherwise rent a pair for your holiday and then come back and see them for a total refit - maybe asking you to pay for the shells.
You'd best buy a new set of planks now!
I will arrive in La Plagne on Friday - can't wait!
Poster: A snowHead
Poster: A snowHead
My suggestion is that such a Theresa May-like fold suggests the manager realised how in the wrong they were.
Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
under a new name wrote:
My suggestion is that such a Theresa May-like fold suggests the manager realised how in the wrong they were.
Taking the hit on 1 pair of boots, is potentially much less damaging than too much bad publicity on here....where the feedback is from people who know their Onions (to quote Mihaid).
Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
It might be that the shells and footbeds (after a bit of glue) are good and all you need is a new liner.
If it was me I'd try the boots and do a shell check. If OK I'd wear them for the holiday provided they aren't too uncomfortable and I can ski in them I'd give the shop another chance to foam a new liner when back in the UK. After all nobody else has had a bad experience with them, on the contrary a few snowheads have said they gave a very good service/product.
Bootfitters are human too.
Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
PaulC1984 wrote:
@dp, your bit in the small print I'd take with a pinch of salt. You are namely referring to the DPS figure. At that price they had owed DPS for circa 3000 pairs of skis.... really??!!
Valid point but he should have probably voiced that by saying "The official figures were a bit interesting" rather than accusing Jon of telling porkies.
@dp, your bit in the small print I'd take with a pinch of salt. You are namely referring to the DPS figure. At that price they had owed DPS for circa 3000 pairs of skis.... really??!!
Valid point but he should have probably voiced that by saying "The official figures were a bit interesting" rather than accusing Jon of telling porkies.
In fairness I think he did try to defend himself but got shot down.
Doesn't take a lot of common sense to realise that figure was a little bogus, unless of course he owed DPS money for several years wor th of stock which is highly unlikely
Then you can post your own questions or snow reports...
Then you can post your own questions or snow reports...
Not sure why the above 2 posts from the Edge & Wax thread have appeared in this one
After all it is free
After all it is free
@PowderAdict, sorry, did get somewhat off topic. Accusation was made, I replied for clarity. I dislike accusations going unchallenged.
You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
@PowderAdict, basically me making the point that supplier transparency on the internet is good. Edge & Wax dude posted to say the spyderjon was telling lies so spyderjon posted the creditors letter showing that he was in fact not lying.
Now the legitimacy of the sum owed is another matter, the point is that if the administrators say that's what you owe then that's what you owe. That's the point of them. So to call somebody out on their post, then get called out and proven out on your own; damages your own credibility in your internet presence.
So I hope that surefoot come on snowheads, come clean and tell the honest story of how this happened; and don't attempt to wiggle their way out of it... especially when there is such clear photo evidence that they performed such an utter abortion of the job they're charging a lot of money to do.
Ski the Net with snowHeads
Ski the Net with snowHeads
dp wrote:
So I hope that surefoot come on snowheads, come clean and tell the honest story of how this happened; and don't attempt to wiggle their way out of it... especially when there is such clear photo evidence that they performed such an utter abortion of the job they're charging a lot of money to do.
You seem to be confusing Snowheads with a Parliamentary Select Committee or something
snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
On the rocks wrote:
dp wrote:
So I hope that surefoot come on snowheads, come clean and tell the honest story of how this happened; and don't attempt to wiggle their way out of it... especially when there is such clear photo evidence that they performed such an utter abortion of the job they're charging a lot of money to do.
You seem to be confusing Snowheads with a Parliamentary Select Committee or something
Yep snowHeads does not actually have the power to summon people to answer questions...
And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
@On the rocks, @Alastair Pink, perhaps the fitter was watching porn at the time
So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
So if you're just off somewhere snowy come back and post a snow report of your own and we'll all love you very much
@RUGBY PETER,
You know it makes sense.
You know it makes sense.
Alastair Pink wrote:
On the rocks wrote:
dp wrote:
So I hope that surefoot come on snowheads, come clean and tell the honest story of how this happened; and don't attempt to wiggle their way out of it... especially when there is such clear photo evidence that they performed such an utter abortion of the job they're charging a lot of money to do.
You seem to be confusing Snowheads with a Parliamentary Select Committee or something
Yep snowHeads does not actually have the power to summon people to answer questions...
Valid but an e-mail from your customer saying that it's gone public on snowHeads would be a cue to many!
Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
@dp, Indeed!
Poster: A snowHead
Poster: A snowHead
just seen this thread, and OMG!!!
Looks like they gave the job to the work experience lad... on his first day!
Fair play for to Surefoot for sorting it out to Cypher's satisfaction, I'm sure that is not their usual standard. Maybe Cypher can buy a new pair and have them fitted at the resort and tweaked each day?
Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
@CYPER, did you ski in them?
Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
FAQ
Poster: A snowHead
