Issue With One90s

[acollette49 0]

the customer is not always right...

http://positivesharing.com/2006/07/why-the...ustomer-service

[MLSman 22]

Well, I see that we have lost track of this thread for the original intent, so I wanted to give you an update to the same exact issue:

I, too, bought a pair of NBH One90s. I loved them. The fit and the weight of the boot is insane. It is seriously the best boot I have ever put on my foot.

BUT.......

After only playing in them once, I had the same issue of outsole separation on the inside of the left boot and the outside of the right boot. It was the same location as the pictures in the thread: right where the outsole meets the rubber part of the boot. I gave a call to NBH and to 1-800-FACEOFF (where I bought the boot). FACEOFF told me they would replace the boot if they had one in stock, but they were out of my size, so they asked me what I wanted to do....so I waited for a response from NBH.

NBH called me Monday morning, and it was the most rewarding phone call I have ever received from any hockey equipment company. The kind woman asked me if I had some time to talk about the issue, and I certainly was going to make time to talk about a boot I paid close to $600 for. We spent about 20 minutes on the phone! They wanted details on the problem, how it happened, how many times I wore the boot, etc. I was then told that NBH was unaware of this problem in the past, and wanted details to make sure they documented and checked for this issue in QA/QC.

They advised me to ship the boot back to FACEOFF, and that they would send another pair in my size to them as soon as they could. I was initially disappointed and upset about the situation, but the treatment that I got from both sides not only calmed me, it made me feel like they cared about my problem. I have never been treated by two companies with as much respect as a customer as I have been with this situation.

I wanted to share my experience so that others can be aware that problems happen. It is how a company responds to a problem that is a true test of their customer service. It truly sucks that I have to be a guinea pig in this situation (boy I miss my skates!) but in this case the customer service at both ends have been top notch. I have been wearing Bauer's since 1983 and switched to Nike's in 2000, and never EVER had a problem. Stuff happens....and NBH has been nothing but professional in fixing the situation.

I am still happy about my choice....and I can't wait to get my new pair of One90s

Simon Mijolovic

[DarkStar50 679]

Welcome to MSH. Keep us updated on situation.

[djinferno 2]

It is how a company responds to a problem that is a true test of their customer service. It truly sucks that I have to be a guinea pig in this situation (boy I miss my skates!) but in this case the customer service at both ends have been top notch. I have been wearing Bauer's since 1983 and switched to Nike's in 2000, and never EVER had a problem. Stuff happens....and NBH has been nothing but professional in fixing the situation.

Amen!

[Miserable 6]

Thanks Simon, I think we both feel the same way about the issue. I'm glad they are taking care of you, that makes me feel a lot better about my skates.

[ktang 34]

Could it be that it is peeling because of a kick from another player's skate? The lip of that rubber piece looks like it protrudes a bit.

[Miserable 6]

Could it be that it is peeling because of a kick from another player's skate? The lip of that rubber piece looks like it protrudes a bit.

It's possible but I played the night before and that skate was fine so it had to happen during the game I played the night I posted this. The team we played was pretty bad so I really didn't get tangled up with anyone. We were up big at the end of the first and just skated around and worked on passing the rest of the game.

[MLSman 22]

I do not think the issue has to do with a kick or a puck. It appears that simple engineering principles can be applied here. I wore the skates only once, to a skate and shoot session, when I noticed the separation. I would have said that weight transfer could have contributed, but at only 140lbs, my weight transfer should have no bearing on an outsole adhesive.

If I had to make three educated guesses here, I would say that the potential causes would be (in no particular order)

1. An improper mounting of the TUUK blade holder to the outsole, pulling the outsole away from the bottom of the boot.

2. A bad batch of adhesive used to fasten the outsole to the boot.

3. An improper adhesive used to bond the outsole to the rubber on the back of the boot. This is the one that makes me nervous. Rubber and glue just don't work well, so I am wondering if they are using rubber cement to attach the outsole to the rubber part of the skate.

I have decided to try a pair or RBK 9K pumps for now. They are light, very comfortable, and I really like the custom fit. They are a bit wide, so I will see if this makes a difference vs the usual narrow fit of the Nike/Bauer.

[kredmore 2]

Just to follow- up.....this would be my expectation with bringing a problem skate back to my LHS (assume stock), rather than the manufacturer asking for "research time" and leaving the end-customer without a skate (and without a timeframe!)

http://www.modsquadhockey.com/index.php?showtopic=24085

[JR Boucicaut 3805]

ONCE AGAIN...if it is a problem with glue, why would you want ANOTHER pair of the same skate? It's like putting a band-aid on the problem. Wouldn't you want the problem eliminated?

Holders are a different story altogether. What should've been done is the LHS replacing the holder.

[kredmore 2]

I understand what you're saying, but if it's a glue problem, then all the other one90s made could potentially have the same problem. What does a LHS do with all the inventory? What happens with new customers wanting to purchase the one90? All sales stop?

Same could be said for the holder....why would another holder not have the same problem.....

[JR Boucicaut 3805]

Because they don't know - which is why they are trying to rectify the problem. It could've been one batch. You don't want to take the risk of it happening over and over again.

I would think that if someone spent $600 on a pair of skates, they would want the problem fixed instead of just handed another pair which could potentially have the same problem.

[kredmore 2]

I agree that the problem is unknown and should be fixed.

But I'm struggling with the logic. Please help me understand.

Based on what you are saying, if a LHS does not provide another one90 skate to a customer with an unknown problem, then all sales should stop, as you shouldn't sell one to any other customer either. But this hasn't happened.

[Guy Incognito 0]

He's saying you should get your current pair fixed as opposed to asking for a new pair that may give you the same problems.

[Superman847 0]

personally if i pay 600 dollars for a skate and there's a problem with it, i would want a brand new pair, even if that skate has the same problem i would want a new pair after that until i get a pair that didn't have anythign wrong with them. Why fix something when you can just get it replaced.

[mack 44]

Some people are fans of redundancy I guess. I'd rather just take pair A, get whatever's broken fixed and be done with it. If a different problem came up then yeah, maybe I'm looking for a different pair.

[MLSman 22]

Without disclosing too much information, I have been privyed to some information from an online equipment seller that these are NOT single incidents. I have been told that there have been a series of returns on the One90s because of the separation issue.

I can not give out any other information, other than the fact that it IS becoming a known issue, with an unresolved fix (in my opinion....if NBH is reading here.....remove the rubber from the back of the boot at the bottom where it meets the outsole...that will solve the majority of the problems here).

[kredmore 2]

That makes sense and is probably why NBH is telling LHSs to return the skates to them, rather than provide replacements. Looks like it could be a larger issue.....

To fix the problem is the way to go.....but with the unknown timeframe, customers who bought the skates are without any skates and $600 in the interim.

Guy - please give me some credit :)....I know that about fixing versus replacing. But what about current inventory?

[Ogie 0]

I have a friend who just got her one90's. She has a whopping 4 hours on them, and they are already starting to separate.

[Guy Incognito 0]

Guy - please give me some credit :)....I know that about fixing versus replacing. But what about current inventory?

I thought you were inquiring seriously. :P Didn't pick up on the hidden meaning.

[mack 44]

Oh this is going to be a craptastic purchase on my part.

[mtbutler 0]

for all of you having problems with the one90s did any of you not bake your skates and had problems? just trying to figure something out.

[Miserable 6]

for all of you having problems with the one90s did any of you not bake your skates and had problems? just trying to figure something out.

Mine were heated.

[mtbutler 0]

i was wondering if you dont heat them maybe this wont happen. any thoughts?

[Miserable 6]

I'm not an expert but it looks like it's an issue with the adhesive not holding the 2 pieces together. I would think that if heating was the cause it would happen right after the skates were heated not later on. I think if it's going to happen, heating the skates correctly won't really play a part in the issue.