RE: [Paddlewise] Vendor praise

I've been on both sides of the warrenty-returns counter. Man, the stories we would get from people trying to cover up the fact that their toy broke due to what we privately referred to as "customer malfunction." So on when I've screwed up, I don't try to insult the intelligence of the customer service folks. I go in expecting and prepared to pay for replacement parts and/or labour.
And if you're dealing with a service-oriented company, the honest approach can pay dividends. Twice now, I've broken bits on my Smart Track rudder system (which I've very happy with, BTY.) The first time, I forced a bunch of cargo down into the end of the cockpit without looking, and snapped off the pedal length adjust. The second time, I launched a loaded kayak stern last off a dock and it hung up on the rudder tiller and and bent it. (Shoulda launched stern first.) 
Both times I emailed Cascade Designs, who own Seal Line Gear, makers of the Smart Track, asking about the cost of replacement parts. I used my private email addy, not my work mail, which would have identified me as an employee of a retailer who sells their products. In both cases, I was sent new parts free, shipping paid. And when I was having trouble installing one part, a  customer service rep called me long distance to walk me through it.   
So a big shout out to Cascade Designs.

Philip
(No affiliation with Cascade beyond the fact that my employer, along with thousands of other retailers, carries their products.)  


Bill Leonhardt <WJLeonhardt_at_bnl.gov> wrote:

>Dear Paddle Wisers & NYC Kayakers,
>
>Apologies in advance for the duplication if you're on both lists.
>
>I've always felt that one of the real benefits of these lists was the 
>ability to share with fellow paddlers good and bad experiences with 
>vendors.  This time I'd like to report a most positive experience.
>
>The spray skirts that my wife and I use in warm weather were in serious 
>decline, so while attending "PaddleSport" (a large paddling show in NJ in 
>March) we shopped for new ones.  There I met Joe Galea from JAG 
>Manufacturing who make the Seals Skirt line.  These are VERY nice skirts 
>and we decided to buy two of their "Tropical" model.  I didn't bring our 
>boats to the show, but I did bring our cockpit dimensions.  I paddle a 
>Current Designs Solstice GT so,in addition to considering the dimensions, I 
>asked Joe  to test fit a skirt to the Solstice GT at the Current Designs 
>booth nearby.  That done, the skirts were ordered.
>
>Recently, we received the skirts.  My wife's skirt fit just fine, but my 
>was a little too tight.  It seems the 2005 boat we tested at the show had a 
>little different cockpit than my 1996 boat.  I contacted Joe at JAG.  He 
>immediately shipped me two different sized skirts to try with slightly 
>looser fit.  He did this without taking any credit card info from me and he 
>paid for the shipping.  One of the replacements fit just fine, so today I 
>returned the other two skirts, and again JAG picked up the shipping cost.
>
>This, IMNSHO, is EXCELLENT service.  I want to share this experience with 
>the list.  The company has a web site: www.sealsskirts.com.
>
>Bill Leonhardt

>Website:         http://www.paddlewise.net/
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