Fed up with Mission Customer Service

[saba 0]

So here is my story

I have been a loyal mission customer for over 7 straight years of buying only Mission skates and equipment. This past year I suffered through the pain and have developed bone spurs from a pair of Mission Wicked 3 which I purchased in March of this past year from Epuck.

While doing routine maintenance I found the Vanguard chassis to be cracked and a crack in the boot from where a serious crease has formed over the past 2 months

To Justin's credit he has steadily kept the line of providing people to speak to about this issue and reassuring me that the skate problems I am having do fall under warranty. This despite his no longer affiliation with Mission hockey. Despite this I have had zero affirmation from the company itself. Now this is when it gets good people....

I spoke to a very rude Anthony who tells me that "Mission is no longer handling any warranty claims outside of 30 days and this problem lies with Epuck." This despite a warranty card that claims the opposite nor makes no provisions about who lies at fault when their product does not hold up within the warranty period provided.

My second problem is that as a loyal Mission customer when going back to ice decided to keep a "good thing" going by buying Mission ice hockey skates which have been problematic. To be fair the ice skates were not bought at my LHS, but were factory sealed and labeled as new by the seller. Anyway upon opening of the box I noticed that a pitch 3 holder screw and its female counter part were missing from the left boot. I contacted the seller who has yet to give me any resolution and my LHS who does not stock the bolt or its female adaptor but did try to fashion one that has not worked. Enter Mission customer service who has been called 3x about obtaining a bolt that I more than happy to pay for. First rep said no problem bolt going out to you today, this was a woman. Second call was not returned. Third call was again the same rude responses and I was told that "I will look around to see if we have a spare, that the person who promised me one before was full of crap, and that he would call me back." I am still waiting for that call

I always thought that Mission was innovative, loyal to their customers, and generally good value for the money. These last 2 experiences have really called into question of whether I will ever be buying anything labeled Mission again. After some research I have found that this Mission customer service problem is not an isolated incident.

I will gladly provide any and all info needed, and would gladly give you a few pointers from me the consumer who you have royally offended

JS Byers

202-784-4483

byers71@juno.com

[Justin 1933 134]

Contact either of these two people..

Seanr@missionitech.com

daver@missionitech.com

[Aussie Joe 0]

This is common place in Aus when dealing with their distributor. Apparently most LHS here beg, borrow, rape, steal to get any response when it comes to warranty.

[mattzilla 0]

I have the same crease on my skates too. Never really thought twice about it. hmm.

[saba 0]

My boot literally folds in inwards like its imploding if you remove the laces. Further it looks like a crack down the length of that crease not visible unles you really manipulate the crease

[fatwabbit 93]

I've had similar issues, where the LHS here has told me to contact mission directly. To mission's credit, they told me that they would replace the skates... however it was supposed to be here in mid-nov, but alas, time has past and the skates are still 'waiting to be stocked'

[Zac911 317]

saba- the fact that Justin still comes here and offers help is a credit to how good of a guy he is. the contacts that he listed are good dudes- for whatever reason if you need further help PM me. for many years Mission has been EXTREMELY liberal with their warranty policy and perhaps c/s is tightening up a bit. in that event all you need to do is send a PM.

[HackeyNoob 0]

I have nothing but praise for the mission customer service folks I've dealt with thus far. Had a cracked chassis not too long ago and after a few emails sent the skate out and got it back in like a week. This was definitely after 30 days too. I hope your situation get resolved. I've had nothing but good experiences w/ them.

[gee2626 0]

I have nothing but praise for the mission customer service folks I've dealt with thus far. Had a cracked chassis not too long ago and after a few emails sent the skate out and got it back in like a week. This was definitely after 30 days too. I hope your situation get resolved. I've had nothing but good experiences w/ them.

I would agree as well. I've experience nothing but superior customer service from Mission. A pair of pants I owned were falling to pieces, I sent an email, got a reply from Dave (one of the contacts from above) and the issue was resolved right away. Definitely take Justin's advice and contact on of those two people, I'm sure they'll help you out.

[saba 0]

Have emailed both as Justin has suggested and am willing to be open minded about this issue. I too have had nothing but great customer service in the past with Mission. Their commitment to my kept me as a loyal customer for years. That is why this sudden change of approach/attitude by Mission CS when I have spoken to them has left me mystified and fustrated

FYI Justin dave's email is not working and rejecting my email

[saba 0]

I wish to update my thread

Indeed Dave, Sean, and Justin took care of me. Just to add something interesting, while dealing with Dave he mentioned in our conversations references to MSH and the roller hockey board in particular. My point is that people from inside the industry do read these boards and although we cannot get direct feedback they do listen and take our concerns, praise, and advice to heart with their products, at least the folks at Mission, Rink Rat, and Revision

Finally I am greatful to members who responded in my thread and with PM's. They all were reassuring, helpful, and insightful about my concerns, and in the end were correct about Mission customer service

Sebastian(Saba)

[mrusse01 0]

Glad to hear it....it is stories like this that really influence me in trying to support Mission whenever I can (pants, inline skates, gloves, and sticks so far).

[fatwabbit 93]

My first experience with Mission was with the distributor in my home town (shall not name the names, but there's basically only one guy that does it). I bought a pair of skates back when Mission first started out, and got swayed by the sweet talking salesperson. Ended up paying $450 for a pair of Proto V skates that the salesperson said would hold up to the rigors of inline hockey. 2 months later, the chassis was dented by a slapshot, not sure how but it did happen. Was pretty much crushed having spent my savings on a pair of skates that could not be used anymore. Brought it back to the shop, and the salesperson said "if we cant fix it, we'll replace it". Two weeks went by without anything, and a month later, I turn up and asked the same salesperson what was going on. In the end, thru all the dodging that the salesperson did to my questions, I wrote an email to mission HQ... I guess they did get back quickly as the next day the very very rude salesperson calls me up and tells me to come down to collect some skates. I turn up at the store, and I saw him trying to see if he could put another chassis on the boots (didnt have a rivetting machine, didnt know how he was going to do it). Anyways, he calls me into the back room, and tells me to pick up some replacement skates... as I was about to leave, he told me to "f off, and dont ever come back. I dont want your business anymore'.

well... I've had about 9 or 10 pairs of skates, 2 x elbow pads, 2x shin pads, thorax, 2x girdles, 5 or 6 pairs of gloves (and thats only the mission stuff) since then, and none of them were bougth from that store. I still believe that mission does churn out quality stuff, but sometimes they need to choose their distributors carefully. I know that everyone on my team has not purchased anything from that store since the incident either...

[#96 0]

I have enjoyed 100% satisfaction with Mission Customer Service. Every issue I have encountered, and there have only been a few, was resolved in a quick and professional manner. They have really met and exceeded my expectations for what good CS should be.

It doesn't hurt to know someone on the inside though ;)