Easton Customer Service

[jarret_g 5]

So i got an easton s17 helmet last march and noticed it was missing a piece about 2 weeks after i got it. (it's the piece that connects the headlock type device near the temple.) I talked to the store where i got it and they said the best way was to contact easton itself because they can't do over-the-counter warranty on the product...which i understood becuase i also work in retail and know a lot of about warranties with different companies.

So i went to easton...my first email was sent on march 30th to easton...i sent the same email every 2 weeks until i finally got a response on september 3rd. They asked me to send pictures of the helmet so they could send me a piece to fix the helmet, or a new helmet completely. I sent them the pictures and emailed them every second week for an update and they have yet to get back to me.

my question is....has anyone else felt this horrible customer service or am i just getting the beat around. Does anyone know what step i should take next against easton so i can get a helmet i can actually wear on my head?

[Buzz_LightBeer 975]

i broke a Dolomite and S17 stick in the same weekend, both under warranty. i emailed both the following monday. suffice to say i had a new Dolomite before i had even an RA from easton. TAKE THAT WARRIOR HATERS!! :-)

Out of curiosity, which piece exactly was missing that a shop cannot replace? i guess i'm bad with descriptions

[McDougalfaschnitzer 32]

I've found that using a telephone is a much better way of getting in contact as far as warranty stuff goes. Why not give Easton a call?

[SouthpawTRK 1]

I'm really sorry to hear that you have not gotten better customer service in your endeavors to get your hockey helmet fixed. Hopefully you get it fixed sooner than later; sounds like you are a fairly patient person to say the least.

Out of curiosity, is your LHS able to call Easton to set up an RA# so that they can either send your helmet back to Easton? Or perhaps they can set up a PO# to order you the missing part from your helmet? I too work in the retail sector (golf) and I do this all the time for customers (as long as they have proof of purchase and it's under the vendor's warranty period). I'm not trying to cause any headaches for your LHS, but if you bought the helmet from them and have the receipt, then hopefully they can help you out.

However, if your LHS cannot help you out then perhaps you might have better luck to call their customer service department directly? I know that many people prefer using email to communicate with others, but in this case I would recommend calling them. A few of months ago I had a question regarding some RBK gear that I bought that I needed answers on. At first I was going to email them, but decided to call them and got all my answers after talking to a customer support representative. About a month or two ago, I had some questions regarding a particular line of gloves, so I decided to email them my inquiries ( I still have not heard back from them).

I really hope that you get a hold of them and get the issue resolved! Hopefully, this experience will not affect your decision to buy more Easton product.

[jrhky36 1]

Does anyone know what step i should take next against easton

don't buy easton gear.

[shotty 7]

So i got an easton s17 helmet last march and noticed it was missing a piece about 2 weeks after i got it. (it's the piece that connects the headlock type device near the temple.) I talked to the store where i got it and they said the best way was to contact easton itself because they can't do over-the-counter warranty on the product...which i understood becuase i also work in retail and know a lot of about warranties with different companies.

So i went to easton...my first email was sent on march 30th to easton...i sent the same email every 2 weeks until i finally got a response on september 3rd. They asked me to send pictures of the helmet so they could send me a piece to fix the helmet, or a new helmet completely. I sent them the pictures and emailed them every second week for an update and they have yet to get back to me.

my question is....has anyone else felt this horrible customer service or am i just getting the beat around. Does anyone know what step i should take next against easton so i can get a helmet i can actually wear on my head?

sorry man, but i would hesitate to call it "horrible" customer service when all you've done is the same thing over and over again expecting something different. you know what the definition of that is, right?

if one particular method of contact isn't working, try another. imagine if you're a customer service rep for a company like easton. i bet they have one person per region (example: columbia sportswear has ONE csr for Alberta, BC & Yukon. she covers ALL customer service related issues for those three areas for FOUR brands (columbia, montrail, mountain hardwear, sorel). imagine how many emails she gets in a day?) making phone calls might not be the easiest for you, but it very well may be a more effective way than repeatedly sending the same email over and over again. give it a try.... and if phone calls dont work, ask the receptionist to speak to a manager or something. there's always a way to get things done.

[vrsixin 1]

My experience with easton has not been so pleasent I sent them back my broken stick a month ago and i have a tracking number which online says the item was recieved by them. Easton denies ever recieving my product and that i should deal with the shipping company. Their service agents are rude and i have been hung up on twice as the service reps said what do you want us to do about it we dont have it and hang up. I find it hard to believe a big company like easton can not get their act together and treat their customers better as these sticks cost a lot of money.

It has been over a monthe since easton recieved my damaged stick and still no resolution.

[DarkStar50 680]

So i got an easton s17 helmet last march and noticed it was missing a piece about 2 weeks after i got it. (it's the piece that connects the headlock type device near the temple.) I talked to the store where i got it and they said the best way was to contact easton itself because they can't do over-the-counter warranty on the product...which i understood becuase i also work in retail and know a lot of about warranties with different companies.

So i went to easton...my first email was sent on march 30th to easton...i sent the same email every 2 weeks until i finally got a response on september 3rd. They asked me to send pictures of the helmet so they could send me a piece to fix the helmet, or a new helmet completely. I sent them the pictures and emailed them every second week for an update and they have yet to get back to me.

my question is....has anyone else felt this horrible customer service or am i just getting the beat around. Does anyone know what step i should take next against easton so i can get a helmet i can actually wear on my head?

I'm sorry but this is bull shit. The shop should be taking the lead in this situation. This is not about a OPS with customer direct return. This is a piece of Easton equipment the shop sold you. It is the shop's responsibility to handle this from the start for you. The least the shop can do, if the shop gets the run-around from Easton customer service, is contact their Easton sales rep directly. He shouldn't be hard to find! Then, if the Easton sales rep has any interest in doing his job properly by making sure any consumer that buys an Easton product is completely satisfied he will handle this himself for the shop by getting the part to you or a new helmet. It sounds to me like a new helmet is in order. They sold you a DEFECTIVE helmet.

Unfortunately, some vendors don't like to take back product! They actually don't want to replace or credit product. One vendor was even charging their reps a return stocking fee on defective product.

Easton was also going through some internal re-structuring about the time you bought your helmet. It seems to me that your purchase has fallen into a black hole where the old regime is gone and the new regime has yet to realize they have a pissed-off customer.

Your next step: go back to the shop where you bought it and ask to contact the Easton sales rep right there, right then.

[jarret_g 5]

I went to the shop several times and frankly...they were pretty useless.

they told me they couldn't do over-the-counter warrany on helmets, which was fine. But they said they'd try and order the part for me if they could. The problem is that it's not really a part as it's an integral part of the helmet

Where the headlock feature snaps into the temple is a little plastic piece that's heat-welded into the EPP. That piece enables the user to adjust the headlock without breaking the EPP foam inside the helmet. My helmet is missing that piece so the first time i went to adjust the headlock some EPP foam snapped of and it can no longer be adjusted. The shop i got it from somehow thinks they can order this piece but when i try and show them what's missing they just say "well no, it's like that on all helmets" and i once got "well they changed the design a little bit and the one with the plastic is this years model...you just have last years so there's nothing we can do"

I need a new helmet

I'm going to try calling easton tonight although i think someone should answer an email after you send nearly 20...i'm sure they get a lot of customer service emails but i make sure my subject lines stand out and it's pretty ridiculous having to wait this long for simply a reply...not just a solution

[87vert 0]

You should have just called. A phone call will go alot further than an email. Sometimes I will email when I am busy and if I dont receive a follow up in a few days I will call. I cant image just sitting at a computer waiting for something magical to get done through email.

[slacker76 3]

My only experience with Easton customer service was probably nine years ago when I ordered a pair of gloves from a local shop. Easton shipped the shop the wrong pair. I wanted the gloves in red. After a phone call from the shop owner to the Easton Rep a box appeared 3 days later. Inside were a pair of pro stock 14.5" Easton Z-Airs that had Steve Y's name on the cuff. Myself and the shop owner were both very pleasantly suprised to say the least. They were by far the best gloves I've ever owned. Wore the hell out of them for many years.

[jarret_g 5]

Update: I called but they dicked me around for a while...i am not a man with patients so i gave up. I sent my last email a few weeks ago letting them know that if i get a head injury because of this helmet, it will be on their conscience...they replied the next day.

They are shipping a new helmet to me on Nov. 16th when they get stock in.

[jeremyp 3]

Amazing how they respond pretty quickly when the term 'head injury' is mentioned. Now the cost of a helmet isn't such a big deal when they are probably thinking lawsuit!

Glad to hear you are getting somewhere with this. Hopefully it's resolved soon when they get their stock.