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 *************************************************************************** PaddleWise Paddling Mailing List Submissions: paddlewise_at_lists.intelenet.net Subscriptions: paddlewise-request_at_lists.intelenet.net Website: http://www.gasp-seakayak.net/paddlewise/ ***************************************************************************
James Lofton wrote: > > 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. <SNIPPED> What James had to say about how much Folbot stands by its product is right on. And it goes not just for that first week after delivery but well down the road. If you break something, it is replaced no questions asked except what part and what year, in case there has been a slight model change. As for shipping something that is a bit or way off, it happens to all the companies even the exalted ones. When I bought my Klepper double years ago, I was not allowed to buy a rudder right away...Dieter Stiller wanted me and my wife to learn how to paddle it first without one. A month later, after reporting that I had indeed paddled it several times without a rudder, I was allowed to buy one. I was in a hurry, bought it and took off for a camping trip. When it came to assemble the boat, the rudder pin that holds the rudder to the boat's stern bracket would not fit. I finally improvised with what was handy on a camping trip, a tent peg. When I got back to New York, I took the rudder pin in. Dieter dutifully went around with the pin to every Klepper on the showroom floor. Indeed, it would not fit in any of them. He seemed shocked and gave me a new pin. A few months later when I got friendly with some other people at the shop, I mentioned my experience. And the person said "Oh we got a batch of those shipped to us, too much coating or other made them to big to fit the bracket hole." I can also tell stories, and have in my newsletter, about foibles of Feathercraft and Nautiraids. It happens with any thing made of so many parts and I am certain of even things of few parts like a plastic boat. ralph -- ----------------------------------------------------------------------- Ralph Diaz . . . Folding Kayaker newsletter PO Box 0754, New York, NY 10024 Tel: 212-724-5069; E-mail: rdiaz_at_ix.netcom.com "Where's your sea kayak?"----"It's in the bag." ----------------------------------------------------------------------- *************************************************************************** PaddleWise Paddling Mailing List Submissions: paddlewise_at_lists.intelenet.net Subscriptions: paddlewise-request_at_lists.intelenet.net Website: http://www.gasp-seakayak.net/paddlewise/ ***************************************************************************
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