SkiRack Vermont

This experience was a poor one for our store and the customerAccording to the customer's conversation with us, the matter is resolved. The lengthy description of issues certainly sounds damningThat is why I will address some items. The Ski Rack never slow played or refused to
resolve the issues that were mentionedThe customer didn't like the process, the pace or every suggestion we madeHowever, we worked with the customer to reach acceptable solutionsWe were unsuccessful meeting a time frame that he wanted and I think we could have done better there for sure even with the steps that were in our control. The $charge mentioned in the complaint sounds to me as if it was part of an unreasonable charge for suspension work the customer was unhappy withHe did not make clear that a significant amount of the charge was for work he was satisfied with that was not 'suspension' workThat doesn't remove the suspension problems or the dinged paint. The letter also fails to address that we did agree that the cosmetic dings to the chainstay was important to fixWhen he rejected our offer to repaint the chipped paint, the customer did not mention that we also offered to replace the part completelyWe understand that some people could be unsatisfied with a paint repair knowing that chipping had occurredIn the end, he decided to not have us replace the part and asked for a refund instead. As of last phone contact, with a senior technician, the customer was amicable and agreeable with the resolutionWe then went further than the customer requested and extended the warranty on the refurbished shock replacement beyond Cane Creek manufacturer's warranty. In one follonline comment in which he changed his negative rating slightly, he said he'd seen better service elsewhereUnfortunately mistakes are part of every enterprise including at Ski Rack where we serve literally thousands of bike customers each yearIn the end, I think this customer has been treated fairly and equitably although not as we would have likedLast I heard he felt the same way even though he may not be happy it. *** ***, co-owner

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***