| Author | Message | ||
     Scott_in_nh |
My son had outgrown his skis as kids do and was ready for his 1st pair of adult skis (he is 15). His 1st real skis were K2's and he has insisted on them ever since. So I bought him the right K2 skis for Christmas that, in theory, he could use until he wore them out and might even be the last pair of skis I ever buy him (yeah right!). The problem is adult skis are at least 2x the price of junior skis. In fact, I have never even paid that much for my own skis! I am a divorced dad and am stretched thin financially, so I bought them with a credit card. 2 weeks ago we were skiing at Sunapee NH. With his sister at college, it was the 1st time ever just the 2 of us skied together. It was a bit crowded, but we had a great day. At the end of it we went inside to change out of our ski boots for the ride home and when we came out of the lodge his new K2's were gone!!!! We looked around and reported it to the mountain, but they were gone and we were both crushed. 35 years of skiing and nobody in my family had ever lost a pair of skis. Remembering I had bought them on credit, I looked up the terms and they were covered against theft for 90 days! Counting the days on a calendar it came up to 95 days because I bought them early to make sure to get exactly the skis and size he wanted. Taking a page from Court's advice and my own instinct, I decided to be polite, honest and persistent and see what they could do for me. So I called Citibank. The 1st person didn't know what I was talking about. The 2nd person tried to connect me to the correct department but disconnected me instead. The 3rd person was very helpful, assured me they looked at the entire situation before making a decision and connected me with their claims department who refused to consider an exception. So I wrote their claims department an e-mail explaining why I bought them early, that they were not in my possession for 90 days and had only been used 3 times. They responded politely that they could not make an exception. I asked them to escalate my case to a manager and that was the last I heard from them (except a survey they later sent out). Strike one. So I looked at my renters insurance and it did not look like I would be covered, but I decided to call my agent at Nationwide anyway. I got his machine and only said that I had a question about my policy. Over 2 weeks later my call has still not been returned. Strike 2 So I wrote an e-mail to K2, told them about my son's love of K2's, of my stretch to purchase them, and of the theft. I asked not for a handout, but a chance to buy replacements at cost. I did not get a response from K2 Strike 3 So I visit my dealer and asked for their help. They would be happy to sell me another pair and a lock, but are out of stock on both. So through K2's website I find an online dealer for K2 skis, they have them in stock, great price and free shipping. I take a deep breath and put them on the same Citicard where I haven't finished paying for the 1st pair yet and I have them in 2 days! Great service at www.buckmans.com But the story doesn't end here! This morning I have an e-mail from K2. Amy apologizes for not getting back to me earlier, they have the skis in stock, thanks me for our loyalty to K2 skis and says she is going to send me the replacements for FREE! So now what do I do? Sticking with the honesty - I explain that with school break this week I had to get him another pair of skis, but would they consider a new pair for me instead? She writes me back, thanking me for staying with K2 on the 2nd pair but that they only have the Ranger ski in my son's size, 156cm. She goes on to say that they have a pair of the next model line up (more $$), the Raider, in a 163 cm and would send those instead! They should be here next week! I haven't owned a pair of K2's myself since high school, but they have earned my business for the rest of my life! My daughter needs a new board next year and it will be a K2. For any of you considering a ski, board or gear purchase - look at K2's if customer service and support are important to you. I can't promise you they will send you free skis, but I can promise that they care! Citibank? I will be looking at those offers from other credit card companies that are always in the mail.... Nationwide? They have my auto, bike and renters policies. Ditto.... | ||
| Xl1200r |
I also only ski K2s. In the future, if you want to find a deal, buy last seasons model. I bought a pair of K2 Apaches last year with integrated bindings, $1200 setup, got them for $650 shipped to my door, bindings installed and setup, waxed, sharp, and ready to go. Thanks for the story though. Makes me feel good about supporting a good company. (Message edited by xl1200r on February 20, 2009) | ||
| Brumbear |
Years ago I ran K2's and rosignol st comps that was 20 years ago though | ||
| Dbird29 |
Where is T*R*A*M*P when you need him? |
