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Review 1/5/2011
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The customer service via email and the warranty service is sub-standard at best. It's "F" rating is well deserved.
The issue is regarding a hockey stick warranty. After we mailed the stick to Easton, we never received any confirmation that it was received or if a replacement stick had been sent out. This brings the first email to customer support. When there was no answer, a second email was sent. We did make a phone call to the call center and were able to finally get a warranty replacement stick shipped...well beyond the three business days as specified on their website.
When the replacement stick arrived, it was a left hand stick...we sent in a right hand stick. We sent the stick back immediately and Easton said they would send us a stick as soon as they had confirmation of the stick being sent. After three business days, there was no stick sent from Easton to us. This brings the third email and more phone calls to the call center.
The stick was not sent when they specified and after much deliberation, they finally said they would send out the correct warranty stick. In five business days, there was still no stick delivered to our home. The Email was skipped this time and a phone call was made to the call center. Easton had told us that the stick was sent FedEx ground and it would be several more days until the warranty stick would arrive. When I asked to speak with a supervisor, I was told it would take 24 hours for a supervisor to get back with me. 26 hours later, I called the call center and they said that I would be contacted within 24 hours...I claimed BS as this was the answer the day before...I was assured that it would happen. 24 hours later, I again called the call center demanding to speak with a supervisor...again told that it would be a while. After raising holy hell, the call center lady did finally get a supervisor to contact me. When I registered the complaint of the situation, the supervisor claimed that I had only been waiting on a call back for 24 hours instead of 50+ and seemed quite proud of herself when 24 hours is still ridiculous. This is where the fourth and fifth email went out.
It took over a month to receive a warranty stick from Easton. To make matters worse, this event happened during hockey season. They were unwilling to take responsibility for sending the wrong stick and failed to expedite the new stick. They dragged there feet when there was a valid customer complaint and they failed to respond to any of the emails. I registered two complaints with the BBB and they also failed to respond to either complaint.
Once this stick is worn out, there will never be another product from Easton-Bell Sports in our house again. I will do all I can to persuade others not to purchase anything for their children, sports teams or schools. A company that is so unwilling to help the average consumer does not deserve any support from the multitude of lone consumers.
But hey...they did offer a free hoodie as a consolation gift...which we refused. No one in my home will wear an article of clothing that has their name on it for free advertisement.
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