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March, 2024

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Official warranty thread

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-AP-
Posts: 819 - Karma: 335

Hey Ive seen a lot of threads lately with people asking about warranties but none that really clarified well. Im sure a lot of people want to know about warranties before they buy something too, so I made this thread. I've had a lot of warranty issues lately so I'll start.

Switch Gloves

Product: Bullet

Problem: They ripped on one seam after about 5 days skiing with them.

Fix: They sent me a new pair with another free bandana. They didn't even ask me to send the old gloves back. All I had to do was describe the problem and send a picture of it.

Time: 2 months. There was a little delay, and he said it was a shipping mixup or something. It was still sick when I got a new pair for free.

Skullcandy

Product: FMJ

Problem: There was no sound in one ear right out of the box.

Fix: Website said lifetime warranty on defects as well as if you damage them through use you can get 50% off any product in their store. I sent in the headphones and they quickly sent me a new pair with email updates and shipping tracking. The new pair I got was actually the newer version of the FMJ that had the built in mic. It was kind of cool because my old pair was cheap ($30) and the newer version usually sells online for no less than $50. They also changed my color from blue to silver without asking me, which was good, I liked it better.

Time: About 2.5 weeks

Dakine

Product: EXP Pack

Problem: Zipper ripped out after 2.5 years of daily use

Fix: Emailed them and they asked for pictures and the model number from a tag on the inside. They asked me to send it in and said I would have either a replacement or a repair. When they recieved it they said I would get a replacement and asked me to choose a  new color because they didn't make my old color any more (the backpack was 3 years old haha). I chose a new color and they sent me the new backpack quickly. It was awesome especially since the new backpack looked way better than the old one.

Time: About 4 weeks

Feel free to post your own warranty experiences, etc.

Mar 2 2010 8:20PM
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phishfood
Posts: 2542 - Karma: 298
k2 disorderly skis, 2009 model 179s.

bought them in september last year. took them to my shop and sent them back over the summer because they snapped behind the tailpiece.

i received the ski about two weeks later with a bill for $22 in shipping, and was told they were not warrantied because it was considered "impact damage"


on the other hand i bought an armada backpack spring of 08. the strap ripped, i sent it back, and they sent me the next years backpack, a hoodie, tee shirt, two hats, and a bunch of stickers/lanyards etc.
Mar 2 2010 8:41PM
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jibjunkie
Posts: 3807 - Karma: 191
this thread could become very valuable. ive always wanted to know what other peoples experiences are with customer service. its definitely one of the top things i think about when making a purchase +k
Mar 2 2010 8:41PM
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phishfood
Posts: 2542 - Karma: 298
heelpiece, i don't know what a tailpiece is.
Mar 2 2010 8:42PM
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mason-
Posts: 955 - Karma: 45
4FRNT

Bought some new stls at the beginning of the season. Little over halfway 2.5-3 feet of the edge ripped out starting from underneath my foot going all the way to the end of my tail. They would not cover it because of impact damage. I guess I slid rails too much right on the tip of my tail.
Mar 2 2010 8:45PM
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pigglywiggly
Posts: 4482 - Karma: 305
why the FUCK will armada not respond to my email(s) wondering about a warranty?

and do you think that they would warranty both tails rockered?
Mar 2 2010 9:18PM
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Dylan_
Posts: 9824 - Karma: 1,403
liberty phil larose pro models.

problem- tail delam

fix- emailed them sent a picture, they sent me out the next yr model and took 4 days to get to my house
Mar 2 2010 9:29PM
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iFail
Posts: 2066 - Karma: 65

SCOTT P3

Problem: edge is hanging off from back of the binding, on and off to the tip, moveable a few mm with a fingernail in multiple spots, never used on rails, all Scotts factory fault. Not even an edge crack and this is happening.

HOW'D SCOTT DO? I emailed them 12 days ago and again 4 days ago and NO RESPONSE, CURRENTLY I CLAIM SCOTT SUCKS. I will repost if they email back.

Mar 2 2010 9:45PM
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ike.
Posts: 2292 - Karma: 93
my threads. and amazing thread idea, K+
Mar 2 2010 10:17PM
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wameron
Posts: 1233 - Karma: 1,220
do you guys know if k2 will warranty this
its on my 08 kung fujas

Click for larger imageClick for larger imageClick for larger image
Mar 2 2010 10:30PM
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mattdayro
Posts: 386 - Karma: -5
I warrantied some supra shoes, really easy to do and it makes them worth the money
Mar 2 2010 10:47PM
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-AP-
Posts: 819 - Karma: 335
Hey I've got a pair of year old supras that are super worn out. Do you know if i could warranty them? I went on the website and didn't see anything.
Mar 3 2010 12:01AM
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ReetsAdeets
Posts: 1531 - Karma: 611
The only one that looks serious is the last one with the core showing. The others just happen to K2 topsheets. My Hellbents look like that x5, other than the one where you can see the core.
Mar 3 2010 2:10AM
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bobs
Posts: 4801 - Karma: 869
Liberty
Broken ski
Less than a week

Rossi
Broken ski
2 Months

Need I even mention what company I bought another pair of skis from?


Mar 3 2010 3:31AM
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Kryss
Posts: 28 - Karma: 26
Volkl Walls: Both split lengthways after a few days of use in the park. Went without skis for 6 weeks while they were sent to the other side of Canada. Warranty was denied due to "impact damage". This was a blatant lie. I argued for weeks with the local Volkl rep who eventually caved in and gave me new Walls, these were abused for nearly 2 seasons with no splitting problems (weak edges though).

Marker Jesters: The brake snapped 3 times within a couple of days of buying them (during switch landings),  the shop gave me a refund.

Moment Rockers: Snapped a tip on a box. Apparently there'll be replacements on the way soon!
Mar 3 2010 10:44AM
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onenerdykid
Posts: 6638 - Karma: 10,532
Everyone should be aware of the distinction between a "warranty" and a "crash replacement".

 A "warranty" means a product failed due to the manufacturer's fault during the warranty period and IF THEY HAVE PRODUCT AVAILABLE they will replace it at no charge.  For example, when a tip delaminates (due to manufacturing error, not due to an impact), this is a legitimate warranty and free product is coming your way.  Be prepared to wait at least 4-6 weeks during mid season (shipping is 2 of those weeks, one week out, one week back).  Usually, there's only one or two people at each company handling warranty claims and it will take a while to get through the entire country's warranty problems, hence the 4-6 week wait.

A "crash replacement" means a product failed due to user error (your fault) and if they have product available, they can sell it to you for super cheap.  You fell, you hit a tree, you ran it over with your car, etc- the product broke due to your fault, not the company's.  Quite often, IF YOU ARE POLITE AND CHILL ABOUT IT, companies will take care of this non-warranty situation at a super cheap price. 

Obviously, there's a super grey area with this distinction- when is it truly your fault, when is it truly the company's?  For example, hitting rails.  Common sense tells you that you can't whack one man-made object into another and have nothing fall apart.  Eventually one of them is going to break and that usually means your ski, not the handrail.  Companies try their hardest to make skis more durable and protect against edge blowouts but you've also got to understand that it's impossible to make a ski not fall apart under that kind of abuse.  There is a natural life span of a ski.  But, at the same time, there are legitimate warranty issues that a company needs to take care of in order to keep this sport alive and it's users pumped on their gear.
Mar 3 2010 11:43AM
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b-kul
Posts: 4350 - Karma: 1,111
looks pretty typical to me, my rossis look like that. just cover any spots that lead to bare core with epoxy or surfboard ding repair glue.
Mar 3 2010 2:39PM
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pigglywiggly
Posts: 4482 - Karma: 305
what would rockering both tails be? not sure how i did this...but it couldve been frontflips
Mar 3 2010 3:06PM
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BWalmer
Posts: 9141 - Karma: 12,883
Don't you have edge damage too? That would be from rails, therefore it would be "crash replacement", and the rockered tails don't mean anything cause "technically" you voided you warranty the second you touched a rail with them, although usually companies will at least tell you that.
Mar 3 2010 3:15PM
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pigglywiggly
Posts: 4482 - Karma: 305
yeah, my edges are trashed. but that all happened after armada didnt respond to my email asking for warranty for the tails with pictures etc. not sure if that matters...i just want to see if i could get a warranty without having to go through a ton of bs
Mar 3 2010 3:29PM
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BWalmer
Posts: 9141 - Karma: 12,883
also, usually the shop you buy them from takes care of the warranty...try contacting them.
Mar 3 2010 3:31PM
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onenerdykid
Posts: 6638 - Karma: 10,532
If you have a back-up pair of skis that you can use while they are in warranty land, it's always worth the try.  Worst they are going to say is no, and they send your skis back.  But also, most ski company's warranty is for 1 year after purchase date.  If they older than that, they most likely won't warranty them, but they might offer you something at a replacement cost.
Mar 3 2010 3:33PM
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iFail
Posts: 2066 - Karma: 65

EVO
LINE
SCOTT
GEARTRADE


All do well at actually talking to you about gear problems with gear of theirs and working it out(have gone through them all with gear problems).  I'll buy from any of them again if they have more good deals.

Some cheap P3 deals just by google shopping it, and check Evo for sales and remeber their price match...also they do so much for you(boot work/molding/ski work) for free or cheap if you've used them for the gear.

oh yeah. bump. This thread is important!

Mar 16 2010 8:32PM
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stickerman
Posts: 2043 - Karma: 147
Boone magic sticks problem was tip delam I shipped first sent the tracking number immediatly. The sent my new skis with a tracking number while mine were still being shipped. Highly recomend their warrenty. Skullcandy inked headphones Staticky music. Really choppy. Got new ones in 5 days brand new and didn't need a receipt or anything.
Mar 16 2010 9:03PM
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BerGNARdo
Posts: 406 - Karma: 44
had an edge blowout after about 20 days of riding on my 08/09 suspects. brought them to a local store that tried to charge me a $25 handling fee plus shipping and insisted there was no way they'd be warrantied because they were obviously used on rails. I then brought them to rei and they sent them in without charging me anything and one week later offered me $300 cash or new suspects (which were selling for $400 at the time).
Mar 16 2010 9:16PM
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A-Style**
Posts: 1831 - Karma: 81
Product: POW Shocker Glove
Problem: The fabric was starting to tear and make a hole in the palm of the left glove after less than 20 days of riding.
Fix: Emailed POW, sent pictures, they agree'd that it may be partially wear and tear, but definitely shouldn't have happened so badly. Sending new replacement gloves

Overall: Impressed with customer service and time to reply and eagerness to help.
Mar 16 2010 10:59PM
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invader7
Posts: 5756 - Karma: 49

Amplid

problem. ripped the edge out of the ski

fix. sent them a pic and they sent me a new pair and got to keep the old pair. took about two weeks beings they came from europe. super legit though.

Mar 16 2010 11:46PM
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Scrambles
Posts: 2270 - Karma: 63

atomic patent.

snapped core in the tails.,

not warrentied due to park abuse.

dynastar px12 jib ti binding

Click for larger image

warrentied in2 weeks

Mar 17 2010 1:47AM
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special_k10101
Posts: 1498 - Karma: 72
rei has that customer satisfaction guarantee.

i had a pair of sessions pants a few years ago that i tore up pretty badly in a short period of time due to their thin fabric. I decided enough was enough and got a new pair free of charge from rei, although they ripped too...

more recently

the afd(?) slidey piece on the toe piece of my jesters broke after fairly light use and evo hooked it up and swapped me straight across for a pair of sth 16s. i just had to pay for the remount.

Mar 18 2010 3:33AM
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Laurent.
Posts: 10054 - Karma: 25,277
Product: Eastpak padded Pak'R

Problem: The stitching on the front pockets zipper was getting loose creating a big hole.

Fix: I took it in to the local eastpak dealer, and the guy behind the counter said: just choose a new one from the racks.

Time: Basically instant when I got to the shop.


Not ski related:

Product: Xbox 360

Problem: Red light of death.

Fix: Talked to costumor support, they sent me a shipping sticker. I then sent it to germany to be repaired and I when I finnaly got it back it was a different xbox.

Time: 6 months, not be joking, second time I had to sent an xbox in it took 5 days.

Mar 18 2010 4:10AM
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Twig
Posts: 6336 - Karma: 57,070
Völkl: Bindings would not stay in the ski regardless of who mounted them, helicoils etc. Originally contacted Voelkl UK because i didnt want to ship to the US. They refused to warrantee them, saying there was no fault of manufacturer and also there was no history of problems with this ski (these were the infamous 07-08s). Eventually contacted untracked.com who I bought them from in the US who asked for pictures and said they would send them to völkl us. After 2 weeks of no response from Völkl US, untracked.com agreed to warrantee the skis without me sending them in and without volkl's go ahead. The sent me a new pair of 08-09s.
Time: 6 Months
Conclusion: Völkl are useless but untracked.com are super legit.

Moment: Reno Rockers bindings pulled out the first time I put them on and then again out of helicoils the first day of riding. Emailed Moments with pictures, who said I had to send them in. Sent them off to Moment who said it was faulty mounting by my shop. However despite this they sent me a brand new pair of rockers with the heels pre-helicoiled for my bindings. More than stoked.
Conclusion: Moment = awesome.
Mar 18 2010 4:34AM
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minibus4
Posts: 517 - Karma: 13
Is this just me or is the tailpeice mounted the wrong way?
Mar 18 2010 7:30PM
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iFail
Posts: 2066 - Karma: 65

just realizing that I forgot to add earlier- for my part anyways

SURFACE- awesome warranty so far.  Got a pair of LL2s from a rep and the core wasn't tapered in the tip where it should have been on one, replaced with new One Lifes.

Snapped a watch life(09), sent pictures and they asked what length of '10 WL I wanted(they haven't replied in a few days now so they either already sent it or will soon).


So my legit list=
EVO
EVO
EVO
GEARTRADE
SCOTT
SURFACE
LINE
And probably one I'm forgetting already.

Mar 18 2010 9:42PM
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A-Style**
Posts: 1831 - Karma: 81
Dalbello Il Moro boots
Problem: After about a season on these the side of my shell had a huge crack from the buckle down the the bottom of the boot. It was cracked entirely through the shell.
Fix: I sent my boots into Dalbello after contacting them through email. They replaced my boots with brand new ones and sent me my old, custom molded, liners.
Time: Took about a week for my boots to get to them, then they informed me they had shipped new boots to me within about 24 hours of my boots arriving, then they got to me after a couple days. Overall about 2 week exchange.
Overall: Positive. Good communication, great help, and good time
Mar 30 2010 1:43PM
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cubber
Posts: 1933 - Karma: 638

threads

backcountry.com replaced my chronics for me, they gave me a address to send the broken ones to (binding pullout), and sent me a new replacement pair so i didn't have to wait.

I called salomon wondering about my spk pros' leather ripping apart and the rep told me to just send them in for warranty at the end of the season

Mar 30 2010 2:36PM
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brenker
Posts: 3188 - Karma: 71
scott mission 183
tip delamination
went through a local scott dealer
scott sent out a brand new pair in 1.5 weeks, delams were sent back.
scotts legit.
Mar 30 2010 2:45PM
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cubber
Posts: 1933 - Karma: 638

one of my buds' line mastermind's is splitting apart at the tail, all the layers coming apart, this happened pretty quick any idea if they'll warranty that, anyone?

Apr 5 2010 2:00PM
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Deviate
Posts: 273 - Karma: 240
Anyone got some experience with salomon warranty?

I've got this years suspect, and the edge has cracked in 4 places (surprise) from casual park riding. Nothing major at the moment, but they might get ripped out at some point resulting in my doom! I've never really seen edge cracking happen before on my previous park skis. I'm wondering if it's worth it sending them in?

Apr 5 2010 6:39PM
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brenker
Posts: 3188 - Karma: 71
they arent gonna cover damage from rails
Apr 5 2010 9:13PM
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Malcolm
Posts: 15949 - Karma: 9,431
Boone

Product: Boone Magic Sticks

Problem: tip delamed after about 20 days

Fix: emailed them and they told me to send pics of damage. then they said to ship them and theyd ship me a new pair. the only thing is they didnt have anymore skis with magic sticks graphics so i chose superfreaks instead. which is fine because i asked for a bigger size since the old ones were too small for my liking.

Time: About 2 weeks

Apr 5 2010 9:24PM
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