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this is another post that I just put up but it should give you
an idea of what may lay ahead for you.
I have avoided posting on this topic for a while, deciding how to write it and say what needs to be said without affecting the people who are just doing their jobs. So let me start by saying this: Joel, I met you once at the Salida playpark and you seemed nice and helpful and whenever I had to talk to you, you lived up to what I expected. Hobie, the same goes for you and I think you are a great asset to the kayaking community. I know that you are a Dagger guy and this is a Wavesport problem (maybe), but just so you have a heads up on what might actually be a Confluence (not the Denver store) issue, which could affect Dagger down the road.
Anyways, a customer came into my store almost six months ago now with a cracked EZG, no big deal right? We had already returned a few and Wavesport/Confluence were handling the issue fairly reasonably at that time. This is not the case with this boat, they have refused to do anything but pass the blame to some other customer service rep. They have yet to issue a RA # and have continued to jerk our shop around about this boat. It has gotten to the point where we just told the customer to try and get a hold of the company himself. What do you think he got? Nadda. It has been six months (I find it hard to believe that that are backed up so badly to get 1 EZG out in that time period) and he has no new boat to replace his boat that he paid full retail for and had a well known manufacturer's defect in it. I have had to let him use my personal boat for the entire summer just so he could have a playboat.
Now Joel, I know that you have been contacted about this, and I also know that it is not your department so it isn't your responsibility. What I would like to know is, is this Wavesport's doing or is this Confluence's? Because if it is the firsts then it is just poor customer service and they will lose customers that way, if it is the latter they are sabotaging the Wavesport name and they will still lose customers (this is where I would warn Hobie about what Confluence is doing if that is the case)
If this whole thing has to do with my store and the relation ship which I understand has been rocky between the owners and others than this just comes off as petty kindergarten BS and customers will still be lost.
The main point is: Customer has waited six months, no boat = bad customer service somewhere in an industry that cannot afford it.
Kevin
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