getaway bill wrote:
I approached Matt at Hobie with request for resolution, but he wimped out, saying "we just buy it from a vendor, and re-sell it"
Worst case of customer non-service that I have encountered.
I am certain I never have spoken or emailed you about an issue with a Mast Stepper III . I designed the Mast Stepper for the Sport Cruiser and the Stepper III (Specifically for the Getaway) and would not say... we simply buy and re-sell that part. We would stand behind these 100%.
So, if you actually contacted the "Vendor"... You would have to be referring to the original "Mast Stepper" and in that case... correct... we have/had no control over that product. It was not our product and the original guy who designed it... sold his business. The guys who picked it up were simply machinists.
We no longer carry the original Mast Stepper I "EZ Step" (since 2010).
I have used all of these systems myself. They may take a bit to set up, but are very easy once you understand them. There is a huge amount of leverage involved, if you bent a part in one of these systems... you have done something incorrectly.
And... though we are excellent with support, customer service and warranty... we are not Walmart. We do expect some amount of personal responsibility from our customers.