Hockeymonckey.com (and CCM)

[gavin 0]

Ok, here's my story.

I research, with the help of these forums, the possibility of buying t-blades. Because I play my games 20 minutes away, and most of my games are 7pm, sometimes on the weekends, and the pro shops/LHS all close at 5, I decide that a t-blade is a good choice. I figured the CCM ZG130s would be the way to go (I have played on Vectors for the past few years and I REALLY like the lineup).

I found what I thought was a decent deal (299$) at hockeymonkey.com and I bought them. Of course, I had to wait a few days for them to come in from California (why California??!?) and in the meanwhile I see that their price goes down to 249$ for the exact same model.

Well that's just life, nothing I could do about that. I needed the skates right away, and couldn't afford to wait a week just to save 50$. Anyways, my skates came yesterday, in time for me to wear them around my dorm for a few hours before going to practice. We had the lightest practice in our whole season, mostly scrimage/shinny. I was happy because it let me get used to the stiff boot on the ZG130, and the weird blades. My coached asked me as soon as i skated 2 strides, "What is that NOISE!!?" lol but that's cool i really really like the whole idea, no problems with the skate whatsoever. I think I'm going to be using t-blades for many years from now, and CCM once again has a happy fan (I used Graf a couple years in high school, but I've really always been a CCM guy at heart.)

In the dressing room after practice, a buddy of mine notices a small hole in the holder, right below the boot. So today I call them up, and ask them what to do about it. I told the warranty lady very clearly that it was the holder that had a problem. We then got into an argument about why I should be so concerned, and I should just get a new set of "holders" and put them in for the game on friday... Anyways, I didn't understand what she was trying to say, I figured they should be willing to replace what was broke. Suddenly, she says "Oh... the holder is broken? Like, right next to the skate?"

So, she eventually said I could buy a second set, skate on the broken ones that I have right now, and return them when I get the second set in the mail. Then they will refund me for the first set, once they can prove that there is a problem with the manufacture. BUT...this the clincher, she charged me the original price (299) instead of the new reduced price (249) for the second set.

Moral of the story is, if I were at home (in Canada) I would have gone with my LHS, but I really don't have a LHS that I can ever visit, without driving 30-40 miles away. Also, the LHS by the rink here is closed when we have our games, so I'm out of luck. But when I decided to go with an online store, I got bit. Like I was really upset when I was done talking to the lady from hockeymonkey.com. She made me feel like a criminal that was trying to push her around and screw with their system. I dunno, maybe they did the Right Thing but I didn't think "Wow that was a good customer experience!" when I got off the phone.

Anywas, I don't want to just rip on the agents at hockeymonkey.com, cause I've worked tech support in a call centre and I know things are sometimes hard trying to make people happy on the phone. But has anyone had problems with online guys like this? Am I just stupid for drying to deal with hockeymoney.com? I know I should just use a LHS, but that really didn't seem to be an option. Any thoughts on whether I should just return the broken skates and buy somewhere else? Any input will be highly valued! Thanks.

[sage540 0]

I had one BAD experience with them and gave them another chance to no avail! I wouldn't accept free stuff from them at this point. HORRIBLE service, just awful!

[devilsrule711 0]

can you post a pic. of the holder to see what was wrong?

[jrgretzky99 1]

My experience with them has deteriorated. I once had issues with hockeygiant.com and thought hockeymonkey was great until they burned me with bad customer service as well. It's funny but what "she" doesn't realize is that we are the reason they are in business. "We" are not a burden, we are the reason she has a job. What's her name, was it Sommer?

[gavin 0]

Her name was Sherri, and I just called back so see if she was going to be able to ship the new pair off, and she was REALLY ticked at me because my credit card wasn't working on her machine, even though I have a 2,000 dollar limit on my card and it it nowhere near being used up.

And devilsrule, I will take a picture of them maybe tomorrow, but probably friday, and put it up on my website.

I'm thinking about just getting a new holder installed on there (I don't know who I would get to do that) and then sending hockeymonkey the recept with the broken holder. She did say that was an option.

I guess they are being KINDA fair with me in terms of options, but the attitude is totally repulsive. I lived in SoCal for a few years, and maybe I've just forgotten how rude people tend to be down there.

[devilsrule711 0]

thanx itll let us know if its worth sendin 'em back

and if you send the one holder back what ar ethye gunna do send you a new one back too? how do they expect you to put the new one on?

[gavin 0]

GGRRR

I think what I'll do is just get a new set of holders from them, get a guy I know that can put holders on to put them on, and sent the broken one back and get a refund for the new ones I bought.

But I love their "We won't take any responsibility/care about you until we can PROVE that there was a problem." Like... I would be lying of course.

gavin

[gavin 0]

Ok, I called them back and I got a much more plesant agent by the name of Mindy. She was VERY helpful and ever tried looking around to see if anyone in the area would have a pair of holders. She was much more knowledgeable and friendly.

She told me that I could just get a new holder, get it replaced, and then send the broke one back with a receipt. The only question that I didn't ask her because I figured that you guys would have much more expertise was:

If I get the rink rat at Mountain View Ice Arena to put on a new holder for me, are the rivets any less strong than the factor rivets that come on the ZG130s? I only ask this because I had a pair of Graf 707?s back in the day that had the holder replaced and the guy that did it seemed like he knew what he was doing but the rivets actually came out... I dunno, should I be worried about this? It just seems like I spent a lotta money on a brand new pair of skates and now I've got to start screwing around with them already.

[hockeyguy2925 0]

i would def. just return them as a defect and get a new pair, i wouldnt mess around with already changing the holders out. its not that big of a deal, but they are brand new skates. as for hockeymonkey, i have ordered numerous times and never once had a problem. i ordered bauer vapor THG's from them (inbetween vapor 15's and 20's). they called me 2 days later and told me they didn't have my size in the skates, so they were giving me vapor xx's for the same price. to me thats no hassle, good customer service!

[DaveTheWave 0]

I have noticed the same trend at most online hockey shops. Save for Epuck and many Canadian shops, I have been received over the phone with the same inflection like saying "Oh, what do you want now?" sarcastically.

I called hockeymonkey for gloves a while back and was told they were *probably* sold out and that the sales guy did not want to go back and look for them. Another member messaged me the day after and told me he saw 5 pairs sitting on the wall in the store.

I also get the same attitude at my LHS. I feel like I'm talking to a used car salesman: they are so eager to sell you on inferior products, but when you try to discuss the pro's and con's or explain MSH issues to them, they just turn off or walk away. I feel very disrespected, but that is better than being ripped off.

I agree, consumers should be treated better. Too bad I am not on the same coast as JR and Chadd.

Thanks to MIA, Epuck, Eastwest Hockey online support, and the manager at Hockeygiant (not customer service!) to name a few.

[jimmy 194]

Many times customers "make up" problems because they don't like a product or bought wrong size, etc. Yes, people do lie. There is nothing wrong with verifying problems, that's business.

So, what is the actual problem with the holder?

[gman 0]

I would like to recommend Inlinewarehouse. I have had nothing but complete satisfaction here. Has anyone had difficulty with them?

[devilsrule711 0]

no its where i got my ST grip great

[gavin 0]

jimmy: I understand what you're saying. And hockeyguy: good idea, I'll go ahead and get a whole new pair.

jimmy: the problem with the holder is there is a hole in it. Not a crack, not something that would be caused by stress or anything. Just a hole. I have destroyed a lot of holders, usually after a few years of hard play, but this is the first time I have seen a hole in a holder. And after only one easy practice.

Further, I side with jimmy in that they are indeed only following good business, but it really didn't seem to me like they wanted to uphold the "90 days warranty for defected under normal usage" that CCM puts out for all of their products. Is there any way to hold a retailer accountable to the manufacturer's standards for waranty?

[analog999 0]

I had a bad experience with hockeymonkey.com as well. Although I ended up getting a good deal on a pair of inline skates, I wasn't at all impressed with the women (multiple) who answered the phones. They never knew what they were talking about. Finally they substituted another product for what I had ordered and actually shipped it out next day air - which impressed me a little bit. I would not buy from them again unless they had a killer deal and I knew exactly what it was that I wanted.

[Fredrik 0]

I would like to recommend Inlinewarehouse. I have had nothing but complete satisfaction here. Has anyone had difficulty with them?

I second that!

[truSteh 0]

And I was planning to buy gear from them.. guess after this thread I'll look for another webshop.

[gavin 0]

Well remember how yesterday Sherri was going to place an order for my second pair of skates to send to me? Well I think the problem was as much of an attitude (although she had an attitude problem) as much at it was incompetence. I just put in a new order for a pair of ZG120s (I figure what the hell just get me a pair of skates).

Anyways, I put in the order this morning and LO AND BEHOLD there is nothing wrong with my Credit Card. Here is the order confirmation:

Confirmation

Tracking:

Order Date: 03/02/06

Order Number: hockeymonkey-300787

Shipping Method: Ground

Ship To

Gavin ******

XXXXXXXXXXXXX

Dunbar WI 54119

XXXXXXX

Bill To

Gavin Rogers

XXXXXXXXX

Dryden ON

CA Canada

XXXXXXX

grogers@nbbc.edu

(we will send order confirmation to this email)

Anyways, I guess I will not use the ZG130s for now, skate on my old CCMs, and wait for the new pair to come in. And, according to what the people at hockeymonkey.com said, I should be able to send the broken skates back in and get a full refund. At this point, ALL I WANT IS SOME SKATES TO SKATE ON!!!

Edit: Removed some personal info, not that we have many stalkers here

mack

[Sticks of Fury 0]

**************Gavin,

Too much information listed. At least black some telephone digits and parts of your address....!!!!!!!!!!!!!!!!!!!!

[truSteh 0]

So their customer service isn't thát smart, but the products they sell are shipped good and arrive properly?

If you had to buy something would you still got HM or would you choose another shop? Cause I'd like to buy at a good shop, i've seen a few on the internet and the one who stand out are HockeyMonkey, HockeyGiant and GiantSkate looks nice too. Lots of products and nice prices.

[Baconator 0]

This is just my humble opinion, but living in Canada myself I'd be much more inclined to buy from an online hockey store in Canada even if the price is a bit higher since the warranties from some products are only valid in the country that they were purchased in. If the store decides to ignore your problems you could be out of luck, although depending on the quality of service from the company reps that might not make any difference anyways. The other benefit to ordering from online stores based in the same country is the shipping should be faster due to the lack of border issues and you know exactly how much the item will cost before you get it. If there are problems that require returning the items the shipping should be cheaper too. I've purchased various items from stores in the USA and sometimes there is no duty or handling charges and sometimes you get a bill for these charges a month after the item is delivered. YMMV.

[Bucky25 0]

Gavin-

Where is Dunbar and what team do you play for? I'm just curious because I'm from Wausau, WI.

[gavin 0]

(1) thanx mack and Sticks of Feury for protecting my ID

(2) Baconator: yeah totally i agree with you. Until i moved to the states for college, I made it a point to NEVER EVER buy from american online stores unless i had to. getting stuff shipped across the border is a pain and that's not the only problem: getting support can be hard, the 1 800 numbers might not work from Canada, etc

(3) Bucky, i was actually down in the Wausau area not too long ago, playing in Mosinee actually. Dunbar is at the junction of Highway 8 and 141. I'm about 30 minutes from Iron Mountain, MI and maybe 2-3 hours from Green Bay, WI. Right now I play for my College (Northland Baptist Bible College), the Eagle River Falcons (a GLHL team), and with the Iron Mountain Vets, a beer league team. All three teams are travel, and I so I wind up doing a fair amount of travel. But it's a lotta fun, and I get a lot (maybe too much) ice time. Who do you play for?

[Bucky25 0]

Thats where I thought it was, but I was just making sure. I am just a beer leaguer here in Wausau now. That's a lot of ice time...must be nice!

[Jason Harris 31]

If you had to buy something would you still got HM or would you choose another shop? Cause I'd like to buy at a good shop, i've seen a few on the internet and the one who stand out are HockeyMonkey, HockeyGiant and GiantSkate looks nice too. Lots of products and nice prices.

Unless you're MILES away from your LHS, I would suggest you spend your money at your LHS. I understand there are differences in prices, sometimes significant and sometimes $5, but we all need the LHS to stay in business.

It's hard to sharpen skates with a knife sharpener.... :)