warning: Mission warranty repair problems

[meteor 0]

After only 5 games, the foam padding on my new Mission helmet almost entirely pulled away from the shell. I came up with three options: 1) re-glue it myself, 2) send it back to HockeyMonkey where I bought it, or 3) return it directly to Mission. I decided on Option 1 and called Mission for advice on the best glue/epoxy to use. It looked like a simple job, yet they were adamant that it be returned directly to the factory for warranty repair.

Mission convinced me to switch to Option 3 and I now regret it. My decision was influenced by a 3-week break in league play that would get my helmet problem resolved with plenty of time to spare. Mission gave me a return authorization number and the assurance that they'd have it back to me 5 days after receiving it at their NY shop. Off it went by UPS, lightening my wallet by $12.

Three weeks have passed and no dice. I'm going to have to borrow a helmet to play this weekend. I called Mission customer service and was told it was my responsibility to inform them when the helmet arrived back at their shop! I was supposed to track UPS delivery, then call them so they'd know it was there!? Otherwise, it was going to sit there indefinitely.

I'm pretty upset about this -- especially since my instincts told me to just re-glue the damn foam liner myself.

[JR Boucicaut 3804]

Strange -

I will direct this to someone at Mission and see what is going on with this.

[Chadd 916]

especially since my instincts told me to just re-glue the damn foam liner myself.

That's never the right solution as it would void the certification on any helmet.

[Abubaca 0]

That's never the right solution as it would void the certification on any helmet.

Awwwww come on! :lol: I picture Dave Chappelle saying that in his "white guy" voice!

....anyhow, sorry to hear about your troubles. At least they're willing to help you fix it. Let us know what happens! ;)

[Chadd 916]

That's never the right solution as it would void the certification on any helmet.

Awwwww come on! :lol: I picture Dave Chappelle saying that in his "white guy" voice!

....anyhow, sorry to hear about your troubles. At least they're willing to help you fix it. Let us know what happens! ;)

There are times we have to make sure we cover our ass and give the "correct" answer. On the other hand, why cut corners and risk a head injury? I don't really get that either.

[Zac911 317]

has this been resolved? JR and Chadd are spot on concerning this matter.

[meteor 0]

has this been resolved? JR and Chadd are spot on concerning this matter.

If this is directed to me (the originator of this thread), the answer is no. I have decided to buy a new helmet -- manufactured by one of Mission's competitors -- at my LHS. I am disappointed in Mission's warranty support and the poor assembly that caused a brand-new helmet to fail after such minimal use.

[Andoy 5]

Sucks to hear what happened (Mission usually has very good CS) but your situation could've easily happened w/ any manufacturer...it was just a bad lemon that somehow slipped QC for some reason. Also, I can understand why Mission would want to recall that helmet just look at CCM/RBK's recent recall for example it was just a simple clip that needed to be fix yet they wanted the entire helmet back. You will void any warranty by attempting to glue back the piece.

[Zac911 317]

has this been resolved? JR and Chadd are spot on concerning this matter.

If this is directed to me (the originator of this thread), the answer is no. I have decided to buy a new helmet -- manufactured by one of Mission's competitors -- at my LHS. I am disappointed in Mission's warranty support and the poor assembly that caused a brand-new helmet to fail after such minimal use.

MY APOLOGIES... I MISUNDERSTOOD A FEW DETAILS HERE. I HAVE MADE A FEW PHONE CALLS.

[Zac911 317]

what was the RA# on this? PLEASE PM ME THE RA#!

[start_today 773]

Meteor, if you didn't pick up on it, Zach911 works for mission (I'm not sure of his exact position, but he seems to have some pull). He has done a killer job of taking care of warranty issues that people post here. If you can PM him your info, he seems to always help people that have problems.

For the record, I had to return some inline skates to mission with a bent chassis, and I didn't have any problems. The couple guys I talked to were super helpful.

[meteor 0]

Yes, I have been in contact with Zac by PM. He has responded promptly, professionally, and courteously and is an excellent representative of Mission. I wish I had talked to Zac three+ weeks ago instead of calling their 800 customer service number.

I was still without a helmet, however, and I don't know when I will see a warranty replacement from Mission. I have a game tomorrow and a tournament next week, so today I went to the only LHS in town and purchased a Bauer 3500 helmet for $79. I immediately tried it out in the Stick & Puck session and must say I'm quite happy with it. This episode has left me $91 poorer (cost of new helmet + shipping back to Mission), but my problem is now solved.