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March, 2024

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MOMENT customer service is . . . . .

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Bangs.
Posts: 1017 - Karma: 14
SKETCHY ! ive contacted them and they asked for pictures i sent them in and no response. Then i emailed them and asked them if they received it and no response. I called them and no answer. Has anyone had to deal with this and this is recent so they werent still at SIA
Feb 15 2010 12:38PM
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PhilboydStudge
Posts: 3431 - Karma: 206
There's other trade shows than SIA. There was one in Utah this past week and I'm pretty sure Moment was there. Give them some time, you'll get it sorted out.
Feb 15 2010 12:41PM
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Bangs.
Posts: 1017 - Karma: 14
alright im just worried haha because i dont want to be stuck with a defective pair of skis i paid 575$ for
Feb 15 2010 12:59PM
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Bangs.
Posts: 1017 - Karma: 14
d still they should have at least emailed back
Feb 15 2010 1:34PM
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the-big-lepowski
Posts: 1212 - Karma: 544
what's the update?  I just bought a fresh pair of bibbys and want to know how good the warranty plan is.  How long did you wait for a response?
Mar 3 2010 10:42AM
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Jamestown
Posts: 4002 - Karma: 51
Pm link80. That's luke jacobson and he's mad dependable.
Mar 3 2010 1:54PM
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Ben.
Posts: 21463 - Karma: 683
moment customer service is anything but sketchy. they took a day or two to answer emails when i got my bibbys replaced, but they arent a massive conglomerate, they do have things to do besides answer emails. either call, or just give them a couple days
Mar 3 2010 3:09PM
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theteo
Posts: 210 - Karma: 18
Moment is GREAT!

I bought a pair of bibbys last year. Turned out they had some problems with the topsheet...

I could keep my "old" pair and still get a new pair! SICK!
Gave the first pair to my friend so now we both shredd on bibbys.
Mar 3 2010 3:29PM
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Ben.
Posts: 21463 - Karma: 683
what? they didnt let me keep my pair, made me send em in...
Mar 3 2010 3:41PM
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Klick_2_klaim
Posts: 3396 - Karma: 25
BEST CUSTOMER SERVICE BY FAR!
Mar 3 2010 4:00PM
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ike.
Posts: 2292 - Karma: 93
ya i have heard nothing but good things
Mar 3 2010 4:23PM
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iggyskier
Posts: 10433 - Karma: 9,727
Moment is run by good people, they will get everything taken care of.

I talked with Luke briefly today and they are moving into a new factory space, so I can only imagine things are extremely hectic for them right now.  But I am sure they will get back to you soon.
Mar 3 2010 5:00PM
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Uncle_Remus
Posts: 1880 - Karma: 368
yeah i have never really had problems contacting moment. but as of december i have not been able to get in touch no matter what means i tried.
Mar 3 2010 5:28PM
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Twig
Posts: 6335 - Karma: 57,050
pretty sure in some cases they decided it wasn't worth paying the shipping both ways. that guys profile says he lives in sweden, so probably thats why.

and to the OP, Moment is more than legit, just wait it out, they will get back to you.
Mar 3 2010 5:50PM
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Fish_Sandwich.
Posts: 9108 - Karma: 16
I've had nothing but great experiences with their customer service.  They took good care of me.
Mar 3 2010 6:08PM
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rockymountainmilitia
Posts: 2706 - Karma: 12

they do that so things like the post your commenting on dont happen.

a) its not good to have defective skis kicking around the hill

b) why would the want to have a potential customer getting free skis. Its bizzness.

Mar 3 2010 6:28PM
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Slinger1x1
Posts: 8853 - Karma: 65
I hate to admit it, but that is the reason why I buy from Backcountry.com
the customer service is disgusting...

but then again, its not like buying from backcountry is taking business from moment or anything.
Mar 3 2010 6:31PM
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iggyskier
Posts: 10433 - Karma: 9,727
I don't know if this is true for Moment, but for ON3P, we are required by the terms of our liability insurance to make sure all warrantied/defective skis are sent into us so they are not in public before we send out a replacement.  Essentially the insurance company doesn't want to cover any legal action that might come as the result of a ski that was determined to be defective, so we need to see that the skis are back to us before we really can do anything about it.
Mar 3 2010 6:34PM
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Ben.
Posts: 21463 - Karma: 683
word. im not complaining, they took care of me anyways, sent me some tees to cover remounting costs.


just curious as to why they did it for him but not for me.
Mar 3 2010 6:36PM
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Slinger1x1
Posts: 8853 - Karma: 65
maybe it was the reason for warrantying?
if his skis were just chipping a little but they OKed the warranty, they could just let him keep it because they most likely won't break and cause him any harm
but if your ski had like sharp metal pieces sticking out but was till skiable, they wouldnt let you keep it
Mar 3 2010 7:25PM
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Ben.
Posts: 21463 - Karma: 683
no he said it was the topsheet thing. last year the first batch of bibbys they recalled in like november because they realized the topsheets were bad or something.
Mar 3 2010 11:28PM
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theteo
Posts: 210 - Karma: 18
well, I live in Sweden so we didn't want to hassle with the shipping again.
Mar 5 2010 2:37PM
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PaleCelery
Posts: 7228 - Karma: 608
Moment is super legit. They are currently moving to a larger and better factory, so cut them some slack, I'm sure they have their hands full.

Dont get your panties in a bunch, I'm sure they will make everything right for you. They arent just going to hang you out to dry
Mar 5 2010 2:41PM
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DR.SHRED
Posts: 2134 - Karma: 503
yep a new factory just be calm
Mar 5 2010 9:25PM
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Bangs.
Posts: 1017 - Karma: 14
this is old. moment customer service is ten out of ten
Mar 5 2010 11:33PM
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RtC.
Posts: 1156 - Karma: 28
This is current...

10months later, still waiting on my replacement Reno Jibs.

I have sent so many emails to Luke and got nowhere - living in england and not wanting massive phone bills, I haven't tried calling. I feel really let down.

I Contacted him last May, explaining with photos my problem; only minor at the time (edge pulling out from tip due to no epoxy, water and delam damage, skied over here last Summer got worse, complete tip delam - duct tape solving this right now, not cool). He explained that I could pay for shipping from the US for 09s or I would get some in late October when the 2010s were in with Ellis Brigham. I was chill, said it would be cool to get some early Winter 09/10 as I didn't want to pay for shipping understandably.

December rolls up, no news, bit weird, thought the onus was with the company now, seeing as I had stated my warranty claim and Luke had agreed it. So I drop him a line to inquire, I get a message back saying he can't remember anything, refresh his memory, I do, no reply until January, really not stoked.

His reply reads, sorry, I'm completely out of skis right now, you'll have to wait to get some 2010/2011s in October. How does this work? I am a customer that has supported their company over two years with three different skis and I get told to wait for 18months to get a replacement ski? I have written well constructed emails and been every bit as laid back and helpful as I could be, but there's a point where that ends.

It's bullshit, it's plain and simple. Their UK seller has stock over here, I suggested acquiring a pair from them, no news yet. That was suggested on the 28th January...

I understand that Moment is a small company and my last real contact was around the time of SIA, but they are running a business. Party hard and spend as much time as possible riding, but look after your customers. I really didn't want to call them out publicly, but there is only so much i can do when their effort is lagging.

yes they are an indie company so I should give them a slight break, but they are a company and I want answers and solutions. Their skis are the best I have ever ridden, even with a delaming tip, they still have so much pop and ride so stably. I own Bibbys, Tahoes and these. I couldn't be more stoked on them; I want to support them in the future but feel this experience is tainting my opinion.

Luke if you see this, I have resent my last email and expect a reply soon.

Am I expecting too much?


Mar 6 2010 2:08PM
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family_vacation
Posts: 6200 - Karma: 7,841
^^^that is simply not okay.
Mar 6 2010 2:11PM
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shibby
Posts: 7088 - Karma: -19
No sypmathy. That's what you get for dealing with independent ski companies, slow service and sketchy manufacturing.
Mar 6 2010 9:51PM
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wrichmond
Posts: 562 - Karma: 369
Actually I've gotten much better costumer service from smaller companies because they really care about their costumers.
Mar 7 2010 12:51AM
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the-big-lepowski
Posts: 1212 - Karma: 544
sweet  bro.  Yeah, we should totally buy from the huge corporate brands.  K2, Salomon, Rossignol all the way.  And by the way, I only ski at Vail Enterprises, American Skiing Co, and, the best of all, intrawest.  I love paying that extra ticket price because of industry mark ups, not to mention the high speed lifts so I can get like a million runs in every day!  And the lodges are fabulous too, identically enormous and without any fireplaces.  The lifties are all immigrants and your buddy who lives in town is out of a job.  /rant
Mar 7 2010 9:29AM
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RtC.
Posts: 1156 - Karma: 28
Now this doesn't really run true does it?

Yeah I am having an issue, but everyone else seems to have had an easy ride with them, so they have to be given props on 90% of their issues. That is a made up percentage, but one I would imagine to be relative in this thread.
Now, every company out there has issues where people get missed or things get delayed. I have dealt with K2, Armada and Salomon on warranty issues, sometimes it was easy and other times it was a ball ache. All of them are big companies.

Moment skis are absolutely bomber, They are so well built and I am so stoked on their quality, no hate from this (at present) disappointed customer. I just want this problem rectified.

Look at the amount of issues with Line Afterbangs this year and Salomon Suspects/Dumonts last year. Can you call that fantastic manufacturing or brilliant customer service? I would say no, I'm sure many others would agree with me too.

Every company makes errors, why? Because humans are involved. What separates shoddy companies and NS approved companies is how they handle their errors, I hope Moment get back in touch with me, so I can spread the word on how brilliant they were to deal with.

Time will tell.
Mar 8 2010 2:45PM
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shibby
Posts: 7088 - Karma: -19
Wow, with such a disgusting display of complacency you would think you were French. But suit yourself with your ''NS approved companies" (that should be a sure sign to stay away from them BTW), I'll stick with what works. The obsession all you idiots have for indy ski companies is mind bottleing.
Mar 8 2010 6:42PM
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shibby
Posts: 7088 - Karma: -19
Please move to China if communism is for you.
Mar 8 2010 6:43PM
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Balto
Posts: 25985 - Karma: 4,398
how long should i be waiting for my poles to ship? ordered on wednesday
Mar 8 2010 6:47PM
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PacificRimJob
Posts: 24703 - Karma: 29,680
China is not as communist as Cuba.

Mar 8 2010 7:03PM
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Fish_Sandwich.
Posts: 9108 - Karma: 16
Hahaha
Mar 8 2010 9:06PM
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Tyran
Posts: 314 - Karma: 15
" mind bottleing" hehe
Mar 8 2010 9:07PM
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PaleCelery
Posts: 7228 - Karma: 608
I wish I could bottle my mind and sell it at gas stations and restaurants.
Mar 8 2010 9:08PM
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JesseWest
Posts: 882 - Karma: 27
moment is great
Mar 8 2010 9:32PM
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skibikeclambake
Posts: 2346 - Karma: 27
Looking to infect the population? You could go and donate at a spermbank. That could fuck someone over.
Mar 8 2010 11:27PM
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RtC.
Posts: 1156 - Karma: 28
Update.
Still no news from Moment.
I've PMd this thread to Link80; no news.
I've resent the email; no news.

hmmm?
Mar 11 2010 5:22PM
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PaleCelery
Posts: 7228 - Karma: 608
Same, They had good service, then drpped off the face of the earth all of the sudden
Mar 11 2010 8:04PM
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Ben.
Posts: 21463 - Karma: 683
they are switching factories right now, things are probably a bit chaotic.
Mar 12 2010 1:08AM
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PaleCelery
Posts: 7228 - Karma: 608
I said that earlier in the thread if you read it.
Mar 12 2010 1:11AM
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Kryss
Posts: 28 - Karma: 26
Luke got back to an email I sent pretty quickly in the past week.
Mar 12 2010 5:11AM
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