AKSonline said...
Hi Tristan,
Sorry to see you are disatisfied with the arrangements we were making to have your board sorted. I think it is a little unfair to come on here and tell half the story. We were a little confused as to why you had your dad come in and pick up the board before we had a resolution.
He was sent into the shop to pick up my board after the rude and aggressive response you provided me with when asking what was going on with my board. Not once did you guys call me/return a call. I felt it was in the best interest of both parties to do this!
First things first. We never sold you the initial board, it was purchased from another retailer whom you were dissatisfied with in handling the problem. We did step in and tried to sort it out for you. North rejected the warrany claim as it wasn't a defect of manufacture, materials or workmanship. We spoke to the Aussie North Rep on your behalf who out of his own pocket offered you a new board at a very healthy discount as a gesture of goodwill. You took this offer.
Not once have I mentioned your shop or who supplied the board on this forum. I had spoken with people at my local with regards to what happened with my old board and why I got a new one. Your sales guy Todd told both myself and my dad that we would have no issues with the new board due to a new construction method. He also stated that strapless punts would be covered under warranty. We also spoke about heel dents in my last board and it was stated he had NEVER seen a north board with them and it must have delaminated due to water ingestion. Also for the record I (MYSELF) called your shop asking for the north Australia reps phone number. I chased up the replacement board. You had the board in stock and this is why I purchased it. We also purchased another whip at full price.
Secondly, Warranty of a board is against defects in manufacture, materials or workmanship which lead to a failure of some type. They are not sold as indestructible, no board is. The manufacturer has the right to fix or replace a board at it's discretion.
Why is the board stated it has warranty against defects in manufacture when you clearly state in a post taken from another thread above that
” Yep, not sure why we should celebrate heel dents, they are a sign of inadequate re-inforcements in a surfboard” yet you're not standing by the product you supply or that is was defect in production. Why does my board have decent heel dents after just 4 sessions?
You brought back the latest board after folding the nose on a wave that as you stated had a serious backwash that smacked the nose on your way down the face. We took photos of the board which went to Germany and again, this was found to not be a defect of manufacture. North rejected your claim.
Yes the board hit a backwash wave while dropping down the face of wave. It has not hit a solid object like yourself/north is claiming. This is apparently why the claim was rejected.
We went in to bat for you again with the North Aussie Rep whom was overseas at the time and due to arrive back the night of the last day we spoke. We were going to ask him if there was anything he could do ...... again! We were prepared to repair the board and hit him up for half the cost.
Your dad came in to the shop that day after I explained to you on the phone that we were trying to sort it out at the time but needed to hear back from the Rep.
We were expecting an answer for you the following morning. We have an excellent repairer in Osborne Park (Katana Surf) who does all our repair work.
So why havnt you phoned me with a resolution? The board was picked up on Wednesday? I failed to receive a call yesterday before posting this thread?
North have been amazing with their warranty this year and each year we have had dealings with them, and any board which looked remotely like a warranty was warranted.
We work hard for our customers and warranty hasn't been an issue, but you need to remember that a warranty is not against breakage, it is against a defect which leads to breakage or failure. If you want a board which is indestructible, it will weight a tonne and be very expensive. The X-Surf is a paddle surf board as well as a kite board, they are light weight and tough, but are by no means indestructible.
I understand this but I fail to see the justification in providing something twice the price as a PU board with little to no more durability. It is quite clear that the board has had issues with production yet this was not been sorted. I clearly asked if the two boards whip and whip x-surf are diffrent only to be told its just a size/volume diffrence. If this is true why isnt the whip 5.6 iv been riding heel dented like my xsurf?
If you still want us to have the board repaired, bring the board back in and I'll sort it out for you and take it up with the Aussie Rep for re-imbursement later.
Just thought it might be a good idea to paint the whole picture.
DM
I know there is always two sides to every story. I know the true one! I am not happy with the board been repaired and expect that North should replace this.
