[Paddlewise] FOLBOT service

I'm writing this because too many times we hear only about the bad things 
about a company. This is about the good side of a company, that I'm 
proud to have done buisness with for over 25 years.

On the morning of 4/19/99 I drove in to town and picked up my new kodiak. 
(the new single, folding kayak, from folbot) UPS service doesn't (can't) 
get to my house, so I gladly drove in to pick it up. This was a long 
awaited arrival, and the living room was quickly rearranged into an 
assembly area. The boxes were opened and the carrying bags were pulled 
free. The instructions were read over.(yes, I'm one of those) Then the 
first piece was pulled out......

To make a very long story as short as possible, there were some problems 
with the frame that I didn't think were up to folbot standards. There 
were cuts that lacked perfect 90 degree angles and some of the plastic 
plugs were flaring the tubing ends. NOT normal folbot!!

I went ahead and put the boat together and admired its lines, however I 
wasn't happy with what I had found. After a long and sleepless night, I 
placed a call to folbot the following morning.

If you have ever delt with the people at folbot, you know what a special 
bunch they are, and I always enjoy a chat with Malisa or Gail, when ever 
I order something or needing to ask something. This was a difficult call. 
Malisa answered the call, and after hearing part of what I was saying, 
asked if I wanted to return for a refund. I told her I would prefer to 
have this corrected. I was asked to wait, and shortly afterwards, Phil 
Cotton, the owner, came on line.

Phil asked questions, but mainly just listened. He agreeed that 
"something" wasn't right, and said that if I would return the whole 
frame, he would get anouther frame shipped to me, and pay shipping both 
ways. He also was going to send something extra, for my troubles.

Upon getting off the phone with me, he went to the shipping dept and 
pulled a frame. Upon seeing that one, I believe he pretty much shut down 
operations until the problems were corrected.

The long and short: I did and he did. The new frame is as close to 
perfect as you can get. It was sent to me 2nd day air. After several 
e-mails and a phone call or two, it was explained that they had a saw 
that would not cut a 90 degree cut. That was replaced with a new, high 
tech saw, the very next day. The flaired tubing ends has been taken care 
of also. Even tho he shipped 2nd day air, it was over a week before I saw 
the new frame. The new frame wasn't shipped until they had found all the 
problems and set about the cure. I understand many frames were pulled.

Folbot is one of those companys that is more than the product. It is also 
the people! That's why I proudly own three now(sold one), and look 
forward to others, if the need or want arrises.


The disclaimer: Only a proud, satisfied owner.

James

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