So, I would like to first thank Earl and Bobby over at CKS for rectifying Werner's terrible customer service. I have purchased a couple boards as well as accessroies their and always love shopping at the retail store.
I purchased a Werner Stinger Adj Sup paddle at CKS. On the first use, literally the first hour, I was surfing the wave in Glenwood, the paddle snapped on the shaft. The crack was over 12 inches long
All I was doing was bracing while coming across the wave. Needless to say, i was not too happy.
I called CKS, and they called Werner. CKS told me to give Werner a call. So I call Werner and talk to customer service. I figure they will issue CKS a credit and then CKS will just give me another paddle. This is not the case.
Werner tells me that this has never happened before and they need to see the paddle and they will make a decision from there. They will issue a call tag, get the paddle back then see what they will to. I explain to the service rep that this will not work. It is high water here in CO, peak will be this weekend. I do not want to wait for them to "make a decision" on what needs to be done.
I remind her, that I paid retail for the paddle. This was its first use. I had purchased the paddle the previous weekend at CKS. It broke, and it broke while barley having any pressure applied to it. The paddle should be replaced, not repaired. If it was a few weeks or years old, yes I could see a repair, but this was brand spanking new. I also tell her that I am their customer and you should take care of the customer. She has the nerve to say, "YOu are not our customer, you are CKS' customer." OH, ok, I am not your customer?
All they had to do was say they would credit the CKS, and I would get the new paddle. How much can a paddle cost to make. $150? They eat that cost and this post never occurs.
We go back and forth, Once again she tells me they will issue a call tag and make a decision once they get the paddle back.
Obviously she did not listen to a word I said.
I called Bobby over at CKS and told him the jist of Werners response and they told me that they would just give me a new paddle and deal with Werner.
I just find it amazing the response i got from them.
Well Werner, that is the last product i ever buy from you. I guess I am not going to be your customer.