Buckman’s Ski and Snowboard Shop

My name is Donald B*** from Buckman's Ski and Snowboard ShopI am writing in reference to complaint ID # ***I have reviewed the information that we received regarding Mr***'s complaint.
At Buckman's Ski and Snowboard Shops, I handle
all warranties and vendor returns at the King of Prussia locationI follow the specific guidelines each company tells us to useI have enclosed the warranty guidelines and the steps to follow of Burton SnowboardsThis information is available to the public from their website.Here at Buckman’s when it comes to warranty items, we have trained our staff to not give specific information regarding vendor warrantiesWarranties need to be put through the specific company that made the productEach company has different processes and guidelines that we specifically need to followWhen an item needs to be warrantied, it iš" out of our hands and is in the hands of the company the item is being warrantied through.Mr*** purchased a Burton Cartel EST snowboard binding on November 10, The new binding that he purchased had been broken on the high back part of the bindingMr*** dropped off the binding at our King of Prussia location and I received the product on February 9, I spoke with Mr*** a few times during the warranty processOn February 13, 2015, I spoke with Mr*** and explained the warranty process of Burton SnowboardsIn detail, I told him once we ship the product out of our store, it will take to business days (not including weekends and weather) to be received at Burton headquarters, which is located in Burlington, VermontOnce the item is received at their headquarters, the product takes business days to be repaired and shipped outWhen the item is shipped back out, it once again takes to business days (not including weekends and weather) to be received back in the storeMr*** agreed with the process and I told him I would be in contact with him when the binding comes backOn February 21, at PMEST, I once again spoke with Mr*** regarding the situationMr *** told me he had a ski trip that he canceled due to not having a bindingIf I would have had this information, there would have been different options for me to offerI would have offered Mr*** a binding to useThis information was not relayed to me from Mr***Here at Buckman’s we rely heavily on customer service and I would have done anything to fulfill his issueOn February 24, 2015, I called Mr*** because he called our customer service lineI told Mr*** that a Burton Binding is in our store for him to pick upWhat Mr*** does not know is that I personally took a brand new binding out of our stockMr*** received his resolution on February 25, 2015, when his wife picked up his brand new Burton Cartel EST BindingOn February 26, 2015, I received his warranty back from Burton SnowboardsGiving Mr*** a brand new binding out of our stock, we as a company took a loss of $We now do not have item to sellBut, we will take the loss to fulfill our ?????? customer serviceThere will be no settlement to this complaint, because Mr*** has already received itOnce again, I have attached a copy of Burton Snowboards Warranty guidelinesIf you have any questions regarding this policy you may contact me at Buckman's Ski and Snowboard Shop in King of PrussiaRegards,
Donald Benedict Buckman's Ski and Snowboard Shops