So, I know I have posted cryptically about the experience we recently had trying to get some skis mounted. I promised the full story. Here it is. Apologies for the long sweet blog post (and for posting it in this thread, but I didn't want to start a new one).
Early October: my wife takes my daughter to Epic Mt Gear to get “new” junior trade equipment (similar to a seasonal rental, except you buy the equipment and sell it back to them the next year). The shop tech determined that based on size, she did not need new boots or skis. He took both to the back of the shop for a quick binding check and wax, and my wife and daughter left with daughter’s “original” equipment.
October 26: I wanted my daughter to have longer skis because of ski racing, so I went back to the store to trade in the skis from last season. The old boots were 4 buckle and fine for 8 year old ski racing (the race program requires 3 or 4 buckle boots). That same day, I also brought in a separate set of brand new skis/bindings to be mounted for her; the skis (Moment Carson 121cm) and bindings (Look Team 4) are going to be a Christmas present. The bindings were in a plain brown box (they were new but not in original packaging). I left one boot with the shop for adjustment of the new 120cm junior trade skis and the other boot with the shop for the mounting of the Moments.
November 16th: The tech left a voicemail about the Moments, saying he couldn’t mount the bindings because the binding documentation said that they couldn’t be mounted to a ski shorter than 140cm. This made no sense to me as the Look Team 4s are a kid’s binding with a DIN range of 0.5 to 4, and it’s hard to imagine that someone skiing a 140+ ski would want that binding.
November 17th: Picked up the junior trade skis (and single boot) and retrieved the Moments, Look Team 4s, and the other boot. As for the bindings, I was handed the same brown box that they were in when I brought them to the shop, and I did not look in the box to make sure everything was still there, because why wouldn’t it be? Other than the voicemail, I never got a good explanation from anyone about why they could not mount them; their system of having non-ski techs check in and return gear for shop work is terrible for providing customer service, because many of the people doing so are not knowledgeable about the gear they are seeing or the work that is being done. Over the course of this entire ordeal, I spent a lot of time waiting at the service counter and saw this over and over.
November 19: I took the Moments/Looks to Crystal Ski Shop to see if they could mount them. They took a look at the bindings and skis and couldn’t understand why the tech had said that those bindings couldn’t be mounted on those skis. However, they noted that the heel plates on the boots were out of spec, and they refused to mount the bindings for that reason. While in the shop, we also noted that there was only one toe piece in the box. They called over to Epic to see about the missing toe piece but Epic said they did not have it. Thus, I left Crystal knowing that Epic had repeatedly “approved” my daughter’s boots even though they were unsafe (her boots were in Epic staff’s hands three separate times that involved evaluation of the boots -- my wife’s first visit, adjusting the new trade skis, and for the mount job on the Moments -- and nobody said a word, even though the Crystal ski tech noticed it in the first minute I handed him the equipment), and knowing that they also had misplaced part of the bindings I had brought in but denied responsibility.
While at Crystal, I also discovered that the binding documentation that the Epic tech said prevented him from mounting the binding to skis shorter than 140cm indicated that the bindings should only be mounted on skis “< 140cm.” As in, “less than 140cm”. In the grand scheme of what happened, I guess I should be grateful that he could not read basic algebraic operators, as his refusal to mount the bindings is the only thing that led me to go to Crystal. And going to Crystal is the only thing that led me to discover that my daughter’s boots were unsafe.
I then returned to Epic because my daughter now needed boots. I spoke with a manager and he agreed that the boots in question should not have been approved by the ski techs. As it was now very late to be seeking boots through the trade program, and the race program requires 3 or 4 buckle boots, he offered to help me find a boot that could work for her, possibly in new boots, but of course she had to come in and try them on. I brought her in the next day and the store’s stock was quite low, but the manager was able to “order” a couple of boots from other stores, although we would have to wait for the boots to arrive to try them on.
That same day, we went to the shop counter to see about the missing toe piece. We were referred to a woman who may or may not have been a manager, and she repeatedly questioned us about the missing part and what had happened, while conveying disbelief that her staff would lose equipment. She and another person went looking, reappearing every 10-15 minutes to tell us that they had a couple of other places to look. She also apparently called the tech who had worked on (or not worked on, as the case was) the skis/bindings, and he supposedly told her that he hadn’t taken the bindings out of the box, he had just taken the documentation out of the box. Through this whole process, she treated us in a condescending fashion that made it clear that she did not believe us, at one point even telling us that since she couldn’t find it, we must have lost the toepiece prior to bringing the bindings to the store. It took us playing the November 16 voicemail from the tech, with no mention of a missing toepiece, to keep the search going. Yet, after we waited for approximately 45 minutes, she appeared with the missing toepiece. You would think that at this point she would be extremely apologetic, both for the fact that the tech had lost our toepiece and for the fact that we had gone through a lot trying to get it back, including having our honesty questioned. Even then, however, she treated us rudely and as a burden; she wasn’t in the least bit apologetic.
November 30th: the boots arrived and after some delay because of being out of town for Thanksgiving, we get in to try them on. You would think this part would be easy, but two techs could not locate the boots, so we were left waiting a long time just to start trying the boots on. Finally, one pair was found and the tech gave it to us and left to help others, leaving us to determine if they fit. The second boot was still missing and staff appeared to have exhausted their search. My wife, out of frustration, asked for a manager. The manager located the second pair of boots and helped fit my daughter in the new boots and sold them to us for a sharply discounted price. We were able to walk out – finally – with equipment that was safe and would work. And kudos to the manager for trying to make things right.
We still had to get the Looks mounted to the Moments, as we couldn’t do that until we had boots that were safe. Crystal Ski Shop mounted those without any problem, unsurprisingly.
Overall, two of the managers were very helpful in trying to make things right, but the other assistance that we received was abysmal. They had numerous opportunities to discover that the boots were out of spec, yet nobody did. They refused to mount a kid’s binding on a kid’s ski because they couldn’t correctly read the binding documentation or apply basic common sense given a binding with a max DIN of 4. They misplaced one of the binding toepieces in returning the equipment to me, then denied responsibility for losing the toepiece on more than one occasion, and when the toepiece was finally located, basically told us “here you go, here’s the toepiece” with no recognition of what had happened to lead us to that moment.
Mind boggling stuff.
"fuck off you asshat gaper shit for brains fucktard wanker." - Jesus Christ
"She was tossing her bean salad with the vigor of a Drunken Pop princess so I walked out of the corner and said.... "need a hand?"" - Odin
"everybody's got their hooks into you, fuck em....forge on motherfuckers, drag all those bitches across the goal line with you." - (not so) ill-advised strategy
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