Good afternoon - This customer purchased this canoe ( [redacted] ***) from one of our authorized dealers in WI It did have a small scratch on the hull in which the dealer explained this to the customer and offered a discount if he still wanted to purchaseMr [redacted] purchased the boat and called us stating he was unsatisfied with the discount that was given We asked that he go back to the dealer if he was not fully satisfied Mr [redacted] went back to the dealer and was offered an even deeper discount but declinedThe boat was returned back to the dealer for a full refund on 5/31/ Mr [redacted] should be all set at this time as refund has already been givenThank you
With the information provided and our authorized dealer visually inspecting these boats they are not covered under warranty We do however have a couple of options for Mr [redacted] s If he would like to send in a cut out of the damaged area of each kayak, we can conduct testing on the hull material of these boatsIf we are able to find there was in fact a defect in that area we will certainly work on getting comparable boats out to Mr [redacted] as a replacement however, if the tests conclude there was no defect then replacements would not be provided If this is not an option we are more than willing to get him into a new set of kayaks of his choice at a reduced price so he may continue to enjoy his outdoor activities For either one of these options please feel free to contact me at [redacted] and we can discuss the details of these options furtherThank you [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
This claim was brought to our attention on September 29, from one of our authorized dealers who has been in the watercraft business for more than yearsThe customer’s claim to his dealer and to *** *** *** was his boats cracked completely through the hull while sitting on his
trailerOur dealer personally inspected the boats and found them to be in poor conditionThere are scratches, dents, and large scrapes on every corner of these boats, top, bottom and sidesUpon further inspection, the more evident it became that something happened to the kayaks that was beyond useThe kayaks look like they were run down a series of hard rapids and might have gotten caught in a strainerThere are cracks in the boat that separate the lamination, and the cracks are located where it looks as if the boat received an impactPhotos were sent over to our sales and quality team and both came back with the same conclusion, the boats did not have a manufacturers defect and were not covered under warranty
With the information provided and our authorized dealer visually inspecting these boats they are not covered under warranty. We do however have a couple of options for Mr. [redacted]s. If he would like to send in a cut out of the damaged area of each kayak, we can conduct testing on the hull material of these boats. If we are able to find there was in fact a defect in that area we will certainly work on getting comparable boats out to Mr. [redacted] as a replacement however, if the tests conclude there was no defect then replacements would not be provided. If this is not an option we are more than willing to get him into a new set of kayaks of his choice at a reduced price so he may continue to enjoy his outdoor activities. For either one of these options please feel free to contact me at [redacted] and we can discuss the details of these options further. Thank you[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Hello,The kayaks have normal scratches and wear and tear on them that occurs on every kayak from rocks on river bottoms. It is VERY obvious that the area where the cracks are in DID NOT receive any hits, blows, excessive force, were pinned in anywhere, against anything, or any "impact" whatsoever, ect. occurred. NOTHING "happened" to these kayaks beyond normal use. I have either used them myself or supervised others every time they were used. They have been used for family outings with children and grandchildren. They have always been used in calm slow moving water, and never in "hard rapids" or "caught" anywhere. As I stated before, I have 9 kayaks. They are all stored and used in exactly the same manner. I have never had any problems with any other brands of kayaks except these two old town kayaks.It is very evident that the damage happened over time from sitting. You can see that they have started to deteriorate around the cracks. There is absolutely no signs of any kind of impact or force around the cracks. There are many spider cracks in multiple areas, not just in one place. This is a blatant attempt by the dealer and the manufacturer to get out of standing behind the product they sell and manufacture. The plastic in the hull has failed plain and simple.
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
If I understand correctly, you want me to cut a section out of my kayak hulls and send them to you. If you test them and you say that they are damaged not defective, we are right back to square one and I have two kayaks with gapping wholes in the hulls, which will make it impossible to repair. These boats are in fact defective and I have no confidence in a non-biased test and opinion conducted by old town. If you would like to test them may I suggest sending someone to your authorized distributor and do the testing on site without cutting the kayaks, or better yet, stand behind your products and stop making up false accusations.
Regards,
[redacted]
Good afternoon - This customer purchased this canoe ([redacted]) from one of our authorized dealers in WI. It did have a small scratch on the hull in which the dealer explained this to the customer and offered a discount if he still wanted to purchase. Mr. [redacted] purchased the boat and...
called us stating he was unsatisfied with the discount that was given. We asked that he go back to the dealer if he was not fully satisfied. Mr. [redacted] went back to the dealer and was offered an even deeper discount but declined. The boat was returned back to the dealer for a full refund on 5/31/16. Mr. [redacted] should be all set at this time as refund has already been given. Thank you
Good afternoon - This customer purchased this canoe ( [redacted] ***) from one of our authorized dealers in WI It did have a small scratch on the hull in which the dealer explained this to the customer and offered a discount if he still wanted to purchaseMr [redacted] purchased the boat and called us stating he was unsatisfied with the discount that was given We asked that he go back to the dealer if he was not fully satisfied Mr [redacted] went back to the dealer and was offered an even deeper discount but declinedThe boat was returned back to the dealer for a full refund on 5/31/ Mr [redacted] should be all set at this time as refund has already been givenThank you
With the information provided and our authorized dealer visually inspecting these boats they are not covered under warranty We do however have a couple of options for Mr [redacted] s If he would like to send in a cut out of the damaged area of each kayak, we can conduct testing on the hull material of these boatsIf we are able to find there was in fact a defect in that area we will certainly work on getting comparable boats out to Mr [redacted] as a replacement however, if the tests conclude there was no defect then replacements would not be provided If this is not an option we are more than willing to get him into a new set of kayaks of his choice at a reduced price so he may continue to enjoy his outdoor activities For either one of these options please feel free to contact me at [redacted] and we can discuss the details of these options furtherThank you [redacted]
Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]
This claim was brought to our attention on September 29, from one of our authorized dealers who has been in the watercraft business for more than yearsThe customer’s claim to his dealer and to *** *** *** was his boats cracked completely through the hull while sitting on his
trailerOur dealer personally inspected the boats and found them to be in poor conditionThere are scratches, dents, and large scrapes on every corner of these boats, top, bottom and sidesUpon further inspection, the more evident it became that something happened to the kayaks that was beyond useThe kayaks look like they were run down a series of hard rapids and might have gotten caught in a strainerThere are cracks in the boat that separate the lamination, and the cracks are located where it looks as if the boat received an impactPhotos were sent over to our sales and quality team and both came back with the same conclusion, the boats did not have a manufacturers defect and were not covered under warranty
With the information provided and our authorized dealer visually inspecting these boats they are not covered under warranty. We do however have a couple of options for Mr. [redacted]s. If he would like to send in a cut out of the damaged area of each kayak, we can conduct testing on the hull material of these boats. If we are able to find there was in fact a defect in that area we will certainly work on getting comparable boats out to Mr. [redacted] as a replacement however, if the tests conclude there was no defect then replacements would not be provided. If this is not an option we are more than willing to get him into a new set of kayaks of his choice at a reduced price so he may continue to enjoy his outdoor activities. For either one of these options please feel free to contact me at [redacted] and we can discuss the details of these options further. Thank you[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Hello,The kayaks have normal scratches and wear and tear on them that occurs on every kayak from rocks on river bottoms. It is VERY obvious that the area where the cracks are in DID NOT receive any hits, blows, excessive force, were pinned in anywhere, against anything, or any "impact" whatsoever, ect. occurred. NOTHING "happened" to these kayaks beyond normal use. I have either used them myself or supervised others every time they were used. They have been used for family outings with children and grandchildren. They have always been used in calm slow moving water, and never in "hard rapids" or "caught" anywhere. As I stated before, I have 9 kayaks. They are all stored and used in exactly the same manner. I have never had any problems with any other brands of kayaks except these two old town kayaks.It is very evident that the damage happened over time from sitting. You can see that they have started to deteriorate around the cracks. There is absolutely no signs of any kind of impact or force around the cracks. There are many spider cracks in multiple areas, not just in one place. This is a blatant attempt by the dealer and the manufacturer to get out of standing behind the product they sell and manufacture. The plastic in the hull has failed plain and simple.
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
If I understand correctly, you want me to cut a section out of my kayak hulls and send them to you. If you test them and you say that they are damaged not defective, we are right back to square one and I have two kayaks with gapping wholes in the hulls, which will make it impossible to repair. These boats are in fact defective and I have no confidence in a non-biased test and opinion conducted by old town. If you would like to test them may I suggest sending someone to your authorized distributor and do the testing on site without cutting the kayaks, or better yet, stand behind your products and stop making up false accusations.
Regards,
[redacted]
Good afternoon - This customer purchased this canoe ([redacted]) from one of our authorized dealers in WI. It did have a small scratch on the hull in which the dealer explained this to the customer and offered a discount if he still wanted to purchase. Mr. [redacted] purchased the boat and...
called us stating he was unsatisfied with the discount that was given. We asked that he go back to the dealer if he was not fully satisfied. Mr. [redacted] went back to the dealer and was offered an even deeper discount but declined. The boat was returned back to the dealer for a full refund on 5/31/16. Mr. [redacted] should be all set at this time as refund has already been given. Thank you