I'm pretty sure I got screwed...

[gincognito]

...but would like confirmation before severing ties with the shop.

Background

Bought some V-Pros at the end of last season for a good price. Mounted them with my old bindings, didn't touch them till this season. First day out, binding breaks. Buy new bindings, go to get them mounted at the same shop. When I pick them up they point out a manufacture defect on the V-Pro base. They apologize for not having caught it before mounting. They let me ski on them the next day before bringing them back and sending them to Volkl. Since the V-Pros don't exist anymore, they tell me I might be looking at Karmas. I say something like, "I wouldn't say no to that." They'll call with news in a week, week and a half.

Two and a half weeks - no news so I call. Confusion begins. Karmas will cost me an upgrade fee. This doesn't sound right. I ask if there are any V-Pros left. No real answer, but the guy says something like "but you asked for Karmas, right?" How much is the upgrade? Not more than $100 I am told. Probably closer to $50. Sounds like they are already in his hands so I say fine.

The Pick-Up

My skis look lovely. I am pleased. All mounted and beautiful. Then he starts calculating the price. Significantly more than I expected. Then he adds a shipping charge. And another mounting charge. I confront him with all this and he gets super defensive. "I don't work for free, I had to drive to Volkl myself for you, they're undergoing changes and you're lucky to get anything, I told you around $100 and I myself didn't know exactly what it would be etc." Every time I point out my displeasure I am met with a "poor me the small retailer" rant. Finally he says "I can take the bindings off and we can start back at zero if you like. It works out better for me because I can sell these skis for more than I'm getting from you." Huh? At this point I am tired, I've been without my skis for almost a month and, being generally a meek person, I pay, take the skis and get out without another word.

I feel violated. Shouldn't I have been made aware of the price before all his work? Shouldn't my options have been made more clear? Do I really need to pay another mounting charge since they admitted fault on the previous mounting? Shipping? All I can think to do is write a polite, firm letter stating why I won't be shopping there again or recommending the place to my friends. Am I right? Or out in left field?

Thanks for any input.

SaAaH (and sorry for the lengthy rant),
d.

[Arty50]

Gin, ask the guy for your RA number. This is the number Volkl assigned to your warranty case. Then contact Volkl directly and ask them about the "upgrade fee." Even if you don't get the RA number, maybe Volkl can look up the shop's name in their warranty records. Or perhaps they'll just tell you whether an "upgrade fee" is ever applied.

[jonski]

Personally, I think that the letter is the minimum that you should do.

I would say that no, you shouldn't pay for the mount again if they are the reason for them breaking. I would argue the point that if they didnt notice at mounting, then they obviously didn't check them properly, which they should have when mounting, etc. and therefore, as such, didn't fulfill their side of the mounting agreement. I would say there are even grounds there of them potentially realising they could be liable had the breakage been worse.

From the small retailers point of view, well yes, ok, they might have cost much more than expected, blah, blah, blah, but having been there and done that, it is not really that difficult to pick up the phone and double check with the customer. Customers are much happier with a shop who bug them to get things right, than never speak to them and get things wrong. As you know.

It could be that you got the guy on a bad day etc., but really, from a rational point of view, you did get screwed. You had work performed that you didn't specifically ask for, you were not informed before the work was carried out, and the original work was not done to a sufficient standard. The "problems" they quite are between them and volkl, nothing to do with you. They sold you goods that were faulty, the buck stops with them.

my $0.02....

[L7]

Screw him, I doubt he'll be around much longer any way. Once a shop owner has gotten into 'I'm so small, it's so hard, that's why I have to gouge you' whine fest he's pretty much given up on mundane things like customer service. You know that old slogan 'when you're number 2 you try harder'. There's a reason no ever ever used 'when you're number 2 you whine louder'. It's only a matter of time until the guy manages to alienate ever decent customer he had.

It really costs him nothing to mount a binding and he already admitted the mistake of the first mount in not spotting the flaw. There can be upgrade costs but that sounds inflated. Shipping charges are not that unusual but again they sold you a ski with an obvious flaw that they missed. But really it's the overall attitude and service that you need to run away from.

Guys like that just justify paying much less and shopping over the internet for that sort of questionable service and runaround.

[bagtagley]

As a small shop, quality customer service should be his major concern, not nickel and diming you about something that was his fault. You have every right to feel screwed. Go back and set things straight.

[Truckee Joe]

When I warrantyed my v-pros It took a long time but only cost me $30 for shipping (they gave me the 177 karma.) Thats the point of a warranty. how could the guy drive to volkl, last i checked all the skis were made in germany. Sounds like you should stop going to you local shop.

[Castro's]

The shop should have charged the mounting fee to Volkl, not you. I've always been a believer that the company should pay for the shipping fee as well for their faulty product, but that varies from company to company. He should have called you with the "upgrade fee" information after contacting Volkl so you knew exactly what you were going to have to pay. I have a feeling that this shop guy had somewhat of a problem with Volkl and decided to take it out on you.

[TJ.Brk]

Gin. You got took by that retailer. There is no upgrade fee. Volkl's warranty policy is to replace the ski free of charge (including shipping), and if that ski is not made anymore to replace the ski with the model taking it's place. Just like your head skis before remember.

I know this because I did the same replacement deal as yours for a friend of mine. You got ripped off.

[Dromond]

That's some shit Gin. I got that kind of whining from a bike shop in my hometown all the time. If I'd had that experience I doubt I'd go back.

On the plus side you have a rad new pair of skis =D

[Plakespear]

Sounds like something my shop manager would do.

[KANUTTEN]

The first advice was good; check the Volkl warranty number and get your facts down right!

Then my advice; Say that you were buying the V-pros and that you are entitled to a pair of v-pros in perfect condition. You don't want to pay 100 extra for karmas. If he/volkl is not able to get the v-pros, he/volkl will have to do the second best for you, at no extra charge for you. If they don't have the v-pros, it is their problem.

This guys whining is bullshit. I very very very much doubt that volkl has any policy of upgrade extras for warranty skis. I think this guy is trying to squeeze an extra dime out of you, a dime he by no means is entitled to.

Maybe it is an idea for you to call the US importer of volkls, explain the situation, and suggest to them that they shouldn't use this guy as a retailer. Or you could say that to the retailer so that he knows that it burns under his ass.

He is at fault, not you. Stick with your rights.

[weibo]

Gin this guy is screwing you. I am amazed he didn't try to charge you for his gas and a mileage rate. My dealings with MTV Canada in the past have been pretty good in the warranty department. They have forgotten or lost things but have always sent me replacement product when reminded. I have paid a one way ship charge but not on all occasions so that may go either way. I have though never paid an upgrade fee for skis, boots or bindings, it has always been a replacement with the same model or the closest current model. If they don't have the product they usually call to tell you what they will replace with and if it's ok with the customer, then send it out. You should try to get your RA and follow Arty's advice or go to the website (maker canada I think) and see I customer service can help you. Use this info to formulate your letter and present it in person to the shop. I know your a pretty reasonable man but this shop seems to be on the way down as L7 said so now is the time to be firm and not accept no as the answer. If he won't give tell him to take off the bindings and start at zero and get you a suitable replacement, he can try to sell a once mounted ski for full price and see where he gets.

The mounting charge is bullshit, as a retailer you eat that that's the way it goes.

[FNG]

If this situation doesn't make itself right, you should post a name and address for the shot. This guy deserves to get a shit load of letters from maggots. Nothing like hearing lots of consumers state that they'll avoid that shop and his business like the plague to set him straight.

[gincognito]

Son of a bitch. Contacted Volkl and they tell me what you guys say: they didn't have V-Pros therefore Karmas were given at no extra charge. I hate this shit. Now I've got to go in there, letter and printed email in hand, and raise hell.

Thanks for the input guys. I'll let you know how things turn out.

Sick and ashamed and happy (and not so good at raising hell),
d.

[Oarhead]

Oooooh, that is a cause for righteous anger there. Make sure you put it to good use. I would come down on this guy like a ton of bricks.

You have a lot of leverage with this: you could effectively get this guy dumped/blacklisted by Volkl (and maybe even K2 since they are one and the same).

Good luck - I hate people like that asshole. Let us know how it turns out.

[flip]

You have a lot of leverage with this: you could effectively get this guy dumped/blacklisted by Volkl (and maybe even K2 since they are one and the same).

Actually, K2 is not one and the same, but as far as the US market is concerned Volkl IS the same as Marker, Tecnica, Elan, Dolomite, and Nordica. So yeah, you could really stick it to this guy. And you should if he doesn't beg for forgiveness, refund your money, pet your dog, give you a free goggle squeegee, and let you kick him in the shins at least twice with your ski boots on.

[TJ.Brk]

[QUOTE=Oarhead]Oooooh, that is a cause for righteous anger there. Make sure you put it to good use. I would come down on this guy like a ton of bricks.

You have a lot of leverage with this: you could effectively get this guy dumped/blacklisted by Volkl (and maybe even K2 since they are one and the same).

Good luck - I hate people like that asshole. Let us know how it turns out.[/QUOCJ]

Send me a PM and then send me your contact info. I'll get you your skis.

[bad_roo]

Send me a PM and then send me your contact info. I'll get you your skis.

Hey - no jarhead shit!

[weibo]

Let us know what's up. If I can do anything from my end I will, although I don't officially have a shop connection I can work around that.

[gincognito]

Good: Shopkeep was much less defensive and we were actually able to have something that approached a real conversation (albeit with slightly raised voices at times).

Bad: He wouldn't budge on the upgrade fee despite my list of evidence/grievance. Said it was between him and Volkl, despite my having talked to Volkl who basically said it was between me and the shop (and didn't seem to care too much one way or the other).

Good: He offered to take back the skis, take off the bindings, and refund all my money - original cost of skis, upgrade fee, shipping, and mounting charge.

Bad: Once again I am alpine skiless in the middle of the season. And I had got a wicked deal on those V-Pros. Anyone got any lines on a Karma-like ski for me..?

Basically, I think he figured since he let those V-Pros go for so cheap back in the spring, this was his chance to make a little more off them. I left there making it clear that I would not be back. Sucks, cause I like the staff and the merchandise and the dudes been there for 38 years etc.

Oh, and one more good: the shop is up and over the hill from me and coming back I like to coast down as long as possible through the lights and around the corners without touching the gas. Made it all the way to Sherbrooke today. Not bad.

Sick and ashamed and happy (and make up your own Karma jokes - I'm not going to do it for you),
d.

[laseranimal]

gin theres a V-Pro in gear swap you might start there

[TJ.Brk]

Hey Gin. I got some Kooteney Powder stix. One new 183, and one used 173.

120/94/104

You can see a pic of the new in the o6 pics in another thread. They are mounted with Salomon 912's.

$450 for the new
$350 for the used one