Held USA

TO: *** ***, Revdex.com of San Diego and Imperial CountiesFrom: *** ***, Vice President of Schuberth North AmericaI am sorry that Mr*** *** ***, had a bad experience with the Held “Titan” glove. Prior to receiving this notice Schuberth North America
had refunded Mr***’s $ Plus awarded him a Free of Charge the newest model the “Titan Evo” gloves, a $value at no charge Schuberth North America is a wholly owned subsidiary of Schuberth GmbH, a Germany head protection technology company, producing motorcycle and auto racing helmets The Held “Titan” Gloves the Mr*** is referring to are produced by Held GmbH of Germany Schuberth North America is merely the distributor for Held Branded products in the USA We do not own the brand, nor can we direct their warranty, manufacturing or delivery process We like Mr*** are their customer The Schuberth North America service team determined the best way to serve Mr*** was to upgrade the warranty replacement “Titan” with a new introduced model called the “Titan Evo”, unfortunately this upgrade did not happen on a timeline acceptable to Mr*** and for that we are truly sorry Since Held had discontinued the Titan we all had to wait for the “Titan Evo to get through the manufacturing process, customs and be delivered to our warehouse in the US Once Mr***’s specified size and color of the Titan Evo glove arrived we to this newer more expensive model and also refunded Mr***’s the original purchase price of $ We unfortunately had to wait for the new model to arrive at our warehouse in order to fulfill this order As mentioned above, as merely the distributor, Schuberth North America cannot control the Held production and/or delivery of their products Delays in delivery (especially new product releases) encounter delays Thank you for your time on this matter.Best Regards,*** *** Vice President Schuberth North America

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am confused with that answer. I got the check back few minutes ago by UPS, but they never promissed me to send the Titan Evo whenever it arrives to them. What their customer service person did was sending me a pair of an inferior model glove for free (called Phantom II), which I did not receive yet.
If they agree to send me the Titan Evo when they get my size and color in stock, then I think it is a satisfactory solution for this case, and if they want and pay for the returning shipping, I would send the Phantom II's back to them.
Regards,
[redacted]

Review: Bought a pair of Held Titan gloves in 2013. In a few months the titanium plates that cover the knuckles started to get loose and one of them felt off. Contacted Held USA for a replacement and received a brand new pair.Towards the end of last year I noticed the same problem happening on the new pair as well, which indicates a process/manufacturing issue. Contacted Held USA again (now under Schuberth helmets) and told them I wanted a replacement since the gloves failed exactly the same way as the previous one. After a few emails, their technical service manager, Brian Lee, agreed to send me the updated version of these gloves, called Titan Evo. He said he would be sending me a new pair end of march/beginning of April. Today is the last day of April, sent them several emails since end of March and only get excuses about their production to be behind schedule, and until today, after 7 months, there is no date when my gloves will be shipped to me. I think it is totally unacceptable that a customer that had issues twice with the same feature, has to wait for 7 months to get a replacement for a defective product.Desired Settlement: I want a pair of Titan Evo, black, size 9.5, which is what I was promised as a replacement of my second defective pair gloves.

Business

Response:

TO: [redacted], Revdex.com of San Diego and Imperial CountiesFrom: [redacted], Vice President of Schuberth North AmericaI am sorry that Mr. [redacted], had a bad experience with the Held “Titan” glove. Prior to receiving this notice Schuberth North America had refunded Mr. [redacted]’s $360. Plus awarded him a Free of Charge the newest model the “Titan Evo” gloves, a $400 value at no charge. Schuberth North America is a wholly owned subsidiary of Schuberth GmbH, a Germany head protection technology company, producing motorcycle and auto racing helmets. The Held “Titan” Gloves the Mr. [redacted] is referring to are produced by Held GmbH of Germany. Schuberth North America is merely the distributor for Held Branded products in the USA. We do not own the brand, nor can we direct their warranty, manufacturing or delivery process. We like Mr. [redacted] are their customer. The Schuberth North America service team determined the best way to serve Mr. [redacted] was to upgrade the warranty replacement “Titan” with a new introduced model called the “Titan Evo”, unfortunately this upgrade did not happen on a timeline acceptable to Mr. [redacted] and for that we are truly sorry. Since Held had discontinued the Titan we all had to wait for the “Titan Evo to get through the manufacturing process, customs and be delivered to our warehouse in the US. Once Mr. [redacted]’s specified size and color of the Titan Evo glove arrived we to this newer more expensive model and also refunded Mr. [redacted]’s the original purchase price of $360. We unfortunately had to wait for the new model to arrive at our warehouse in order to fulfill this order. As mentioned above, as merely the distributor, Schuberth North America cannot control the Held production and/or delivery of their products. Delays in delivery (especially new product releases) encounter delays. Thank you for your time on this matter.Best Regards,[redacted] Vice President Schuberth North America