One90 return...

[Joe081484 0]

Kind of a long rant but…

Last month I bought a pair of one90's from my local hockey store. I was a bit concerned with durability of the skates from what I read online, but I only play pick-up about 2-3 times a week year round so they don't take too much of a beating. The part that most concerned me was the tendon guard but the fit of the skates was very good so I placed more importance in that. Well only 3 skates in with the one90's and the tendon guard is broken on the left skate, big crack the length of the tendon guard right where the plastic meets the leather.

I called up my LHS and asked about warranty replacement and the manager asked what size I was, after checking the stock he said they don't have more in my size nor will they get any more and that I should call NBH and see if they could help. He did say I could get store credit but what I wanted was a new pair of one90's.

I called NBH on Friday and the customer service person was nice but not very helpful. She informed me that they no longer had any one90's in stock to send out for warranty exchange but if the LHS called she would authorize a RMA for the skates and I could end up with store credit. I explained that I really liked that skates and if there was anything they could do at all to get me another pair I would appreciate it. She simply said nothing I can do, no offer to take down my information in case they got any returns in and no offer of a comparable product. When I explained that since my store was out of that size and all I would have was store credit I can't see how I would be able to get a new pair of one90's. They didn’t seem too concerned other then a less than sincere sorry guess your out of luck.

Is it just me or would you expect them to stand behind their product and reputation a bit more? Just not what I expected when I called...

[njd07 0]

call them back and if they give you the same bs, ask to speak to the manager. phone customer service is getting really bad these days...alotta of companys...need to re-evaluate the people they have working the phones.. some of them are soo rude or very stupid...most the time I know more about the product then they do.

[chippa13 1844]

The skate is discontinued so there really isn't much she can do for you. She offered to set you up with a store credit but you said no. Not her fault that the only alternative was something you refused.

[GrafPro55 0]

If they don't have anymore, they don't have anymore. I had One90s when they first came out and not even through a full season, the outsole came away from the boot. They sent me new skates on warranty and they came equipped with crooked outsoles and a twisted boot. Take the store credit. Maybe new One95s if you really liked them? Or maybe custom Grafs. Ha!

[mew1838 0]

Oh wow, great service bauer. Offer the guy the one95s or XXXX? CCM replaced my vector pros with 10.0s and there is another thread here about someone getting the 10.0s for this 852 tacks?

[msander 0]

To be honest, this doesn't seem like especially horrible customer service to me. The product was defective, and since they're unable to replace the skate, they've offered you store credit so you can put the money towards any skate from any company you wish.

If you really hate this idea, then call back and say you'd like to stay with Bauer and you were hoping that since they no longer make One90s, could they replace your defective One90s with the One95s.

[Viking 1]

If they offered you store credit, that doesn't seem so bad. I know you want the skates, but if the store doesn't have them, and Bauer doesn't have them, what do you really expect them to do? It seems like they were being accomodating to the highest degree that they could be, and they'd be glad to send you another pair if they could. Just take the store credit. It may not be what you want, but they're probably not going to be able to send you another pair of skates that they don't make anymore.

[gxc999 7]

The effort by the customer service rep was not only ineffective but costly. Do they realize how much more expensive it is to get new customers than to keep existing customers? Not to mention the data on $ spent by repeat customers etc...

They really dropped the ball on that one. They should've offered you something comparable, even if it cost them a few bucks in the short term. Now you get store credit, and can buy from one of their rivals, great business decision eh?

[Viking 1]

The effort by the customer service rep was not only ineffective but costly. Do they realize how much more expensive it is to get new customers than to keep existing customers? Not to mention the data on $ spent by repeat customers etc...

They really dropped the ball on that one. They should've offered you something comparable, even if it cost them a few bucks in the short term. Now you get store credit, and can buy from one of their rivals, great business decision eh?

Doesn't that make it GOOD customer service, then? Letting him pick any skate he wants is better for him as a consumer than saying "We don't have any more one90's - here, have some XXXX's that you probably don't want, that probably won't fit you." Everyone is saying/implying they should offer him one95's. They're not going to do that. The skate isn't out yet. Though his warranty issue is unfortunate, it probably does not warrant them sending him a skate that is not yet on the market, or going to the amount of logistical problems that would entail (i.e. it would have to be a pro stock skate made for him, since no retail model exists; it would probably take forever to get to him, as he may be an important customer, but the skates are not in full production, and he does not play in the NHL and will have to wait in line to get his skates behind people who do). This decision puts the customer before their own profits. The expectation being that he will be pleased by the effort they made for him, and choose to give them repeat business.

[DarkStar50 680]

Unfortunately, you bought a skate that has been out of production for quite a while. NBH has been gearing up on ONE95s for booking orders since December. The idea that NBH would get ONE90s back from dealers isn't valid. The shops cannot return product they do not sell. The business doesn't work that way. The person who actually dropped the ball in your situation is the LHS. First, it was his responsibility, not yours, to deal with NBH on the warranty/defect of your ONE90. That is his job that goes along with your purchase at his shop. Second, once he learns(which he should know that ONE90s will be impossible to get at NBH. I have seen their inventory list on ONE90s dwindle to zero since November)that the ONE90 is no longer in stock but that you really, really want this skate, he could make the effort to call other shops in his area to see if they have any ONE90s they could swap a pair/size for. There are other solutions to your predicament. I just think it was the LHS who should have lead the way to finding them.

Are you in Canada or the US? NBH has an excellent repair depot in New Hampshire that may be able to fix/re-sew the tendon guard. If this is possible, get the LHS to knock some $$ off the sale or put $$ towards a discount on another new piece of equipment, maybe a OPS! The problem with the tendon guard does sound like it could be repaired. I know you want your new skates to be perfect but if you can save a few $$ and it is the boot that is in great shape, then you will have your ONE90s.

[TBLfan 25]

I dont see what the issue is. NBH is out of stock, they offer you an opprotunity at a store credit. Which means you can choose from ANY skate, not just NBH.

You realize that's like buying a E46 BMW, wrecking it and then BMW giving you your money back.

[Zamboni 6]

Without cost and with less effort than it took to make an unhappy customer the NBH phone rep should have simply taken his info, called other shops and the NBH salesman for that area. Find another pair locally or then move on to stores in other areas-stores that paid full wholesale might be happy to return a pair of skates that are now on sale everywhere?

Got a 10 year old here who shovelled 40 driveways at $10 a pop, and we had some real storms this Ontario winter. He's buying skates, with his "own money"...One90's fit him best. Sorry to read NBH doesn't have tons of stock, was hoping for a big sale when 95's come out.

[scorer75 9]

To the OP, what would you like them to do, make you a pair of One90's after it's been discontinued?

Since there are no more One90's, and you did not want credit, what would you like them to do for you???

[NuggyBuggy 0]

I don't understand why the OP is so intent on getting a pair of skates that broke down on him after a few skates. Maybe he had a lemon, but I'd still be counting my store credit, and considering myself lucky to be doing so.

[s4gobabygo 0]

I dont see what the issue is. NBH is out of stock, they offer you an opprotunity at a store credit. Which means you can choose from ANY skate, not just NBH.

You realize that's like buying a E46 BMW, wrecking it and then BMW giving you your money back.

e46 bmw huh? i thought the one90's were more like the ferrari of hockey skates... does this mean i'm skating around on hyundais with my tacks?

[BigDipper 0]

I dont see what the issue is. NBH is out of stock, they offer you an opprotunity at a store credit. Which means you can choose from ANY skate, not just NBH.

You realize that's like buying a E46 BMW, wrecking it and then BMW giving you your money back.

e46 bmw huh? i thought the one90's were more like the ferrari of hockey skates... does this mean i'm skating around on hyundais with my tacks?

hahaha...hyundais. I agree with several posts on here covering different areas. I feel that the LHS should have informed at time of purchase that in case of an issue such as this it might become difficult to replace. Maybe if they mentioned that it would have steered your purchase to a different skate. Even tho the one95 is rolling out soon the XXXX and the one90 are still currently thier flagship skate. However the girl at NBH's hands were tied, and that solution is the best she can offer. And honestly, I feel it's a good one. Given the situation, its unfortunate. But you did know they had "issues" when you bought them. And I'm sure the price was pretty low as well too. If it were me, I would get them repaired. And I'm sure the LHS with the store credit would be willing to try and find a size for you somehow. There's plenty of options you have, it's not like NBH threw you to the wolves.

[chippa13 1844]

Without cost and with less effort than it took to make an unhappy customer the NBH phone rep should have simply taken his info, called other shops and the NBH salesman for that area. Find another pair locally or then move on to stores in other areas-stores that paid full wholesale might be happy to return a pair of skates that are now on sale everywhere?

While the rep is at it, she might as well drive the skates out to the kid and tie them for him. Honestly, the rep gave the kid the best option available.

[TBLfan 25]

I dont see what the issue is. NBH is out of stock, they offer you an opprotunity at a store credit. Which means you can choose from ANY skate, not just NBH.

You realize that's like buying a E46 BMW, wrecking it and then BMW giving you your money back.

e46 bmw huh? i thought the one90's were more like the ferrari of hockey skates... does this mean i'm skating around on hyundais with my tacks?

E46 M3? better? :D

And instead of wrecking the car he just tore a door off.

[s4gobabygo 0]

E46 M3? better? :D

And instead of wrecking the car he just tore a door off.

does this mean my skates arent as cool as my car? upgrades to follow!

vs.

[chippa13 1844]

Not with t-blades they ain't.

[shifter 0]

damn. Thats one good looking black shiny car :)

[yipperzz 28]

the car is definitely cooler

[DEATHTRON 19]

Oh wow, great service bauer. Offer the guy the one95s or XXXX? CCM replaced my vector pros with 10.0s and there is another thread here about someone getting the 10.0s for this 852 tacks?

CCM can do that sort of thing with their skates because their skates are relatively inexpensive material wise. When I was an employee at a LHS I could have bought vector 10.0's for cheaper than the regular price 4.0's were at the time, and thats with someone stil making money. NBH skates have materials that probably cost a good deal more than the CCM skates.

On the subject in all, if the poster didnt pay retail price (sale maybe) for the skates, then I see why he is trying to get another pair, because a store credit will not afford him close to one95's. And if that is the case, get your skates repaired, and move on. In the end, NBH offered you a fair deal, they shouldnt be throwing one95's at you to keep you happy.

Zach

[schrempsky 0]

CCM can do that sort of thing with their skates because their skates are relatively inexpensive material wise. When I was an employee at a LHS I could have bought vector 10.0's for cheaper than the regular price 4.0's were at the time, and thats with someone stil making money. NBH skates have materials that probably cost a good deal more than the CCM skates.

Zach

i agree completely, working at a LHS i dont exactly see the V10.0s flying off the shelves so to speak, where as the one90s were a definite skate that everyone wanted to fit in, so i can see ccm having some leftovers taht they want to clear out to launch the U+

i know its not a enviable situation to be in, but if i were you, i guess id take the credit, maybe it will help you towards some one95s should they fit you as well as the one90s, or maybe something like G3s, best of luck whatever you decide

[gxc999 7]

Without cost and with less effort than it took to make an unhappy customer the NBH phone rep should have simply taken his info, called other shops and the NBH salesman for that area. Find another pair locally or then move on to stores in other areas-stores that paid full wholesale might be happy to return a pair of skates that are now on sale everywhere?

I agree 100%. Nike wonders why they aren't making more money in the hockey business? Customer loyalty. Just because an action made right now doesn't turn a profit today doesn't mean it won't in the long run. If my memory from undergrad business classes is correct, this is just another example of EE, expected equity. Moreover, why couldn't they just find another pair in his sides within the same area? It would've been cheap and kept a happy customer. Isn't giving a store credit best for the customer? Well, sometimes it would be, but doesn't sound like it is here. We can all understand finding something you really like, only to find when it breaks that there aren't any more...