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 Don't underestimate power of customer loyalty. New
- Forum: BoaterTalk
Re:  Would a demo boat be covered under warranty? jonnymac1969 New
Date: Sep 10 2008, 14:22 GMT
From: H.I.McDunnough
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Most companies in the industry need loyal customers. I believe that this is due to the relatively small number of participants and fairly large number of choices (...compared to skiing, baseball, etc, etc).
Having said that, approaching a company about an issue with humility goes a long way. If it was clearly an user error/normal wear and tear, admit it and see if they can help. My experience as having been a buyer and then insider in the industry has convinced me that most companies are comprised of good people that "get" what it means to be a paddler. They are willing to help within reason as it generally comes back to them in return sales and free, good PR.
For example, an unnamed paddle clothing company recently made me a hell of a deal on their top-of-the-line drytop. This was due to the fact my 4+ year old top was beginning to leak at the seams. This was normal wear and tear and not product failure. I sent it in, admitted to the issue as it truly is, and asked if they could help in repairing or replacing it. The solution they came back with was a kickass top (way better than what I sent in) at a below cost price. I think that's pretty typical of what you can expect, so as long as you are reasonable and show some humility and gratitude.
Just my advice...take it for what you paid for it.
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