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 Post subject: Customer service
PostPosted: Wed Sep 25, 2013 10:00 am 
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Site Rank - Deck Hand

Joined: Wed Apr 04, 2012 5:21 pm
Posts: 11
Recently I read a forum post of a man having a rudder pin snap. He was advised from a posting by a dealer that there is a spare pin under his 8inch hatch cover. I checked my hatch and no spare pin. I contacted Hobie and they said I have to tell dealer and they won't send a replacement pin. Why do I have to go 40miles to get a spare $2.00 pin. This is second time I had dealings with Hobie of an issue and very dissatisfied. POOR CUSTOMER SERVICE!!!


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 Post subject: Re: Customer service
PostPosted: Wed Sep 25, 2013 10:32 am 
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Joined: Tue May 27, 2003 12:44 pm
Posts: 8987
Location: Oceanside, California
Quote:
Why do I have to go 40 miles to get a spare $2.00 pin.


You would rather drive hundreds or possibly thousands of miles to us? I very much doubt FORD would have you come to their factory door in Detroit for customer service... same thing. Email, phones, mail and FedEx are preferred for this sort of thing. Driving is not necessary unless you need it right away and then... the dealer again is the best choice, unless you just happen to be closer to our factory (we do allow dealer order parts to be picked up by consumers here). Your dealer is likely much closer to you than we are for mailing / shipping too.

Dealers are your primary contact for many (good) reasons.

The pin can be sent direct to you from us if needed, but an order for it, confirmation of the issue, confirmation of the ownership of the kayak, purchase date and for so much more... has to be through a dealer.

_________________
Matt Miller
Director of Parts and Accessory Sales
Hobie Cat USA


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 Post subject: Re: Customer service
PostPosted: Wed Sep 25, 2013 1:15 pm 
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Site Rank - Old Salt

Joined: Mon Apr 26, 2010 6:06 am
Posts: 734
Location: Amelia Island, FL
I called my dealer and he sent me one in the mail.


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