Warranty returns and your LHS

[Ogie Oglethorpe 14]

I have always thought one of the benefits of using your local hockey shop (LHS) was that there was a higher level of service (skates get sharpened free and baked with purchase, maybe a free roll of tape with a new stick, etc). However, my recently purchased Dolo broke after just 4 games. It was still under warranty but my local shop told me I had to work that out directly with Warrior.

Considering that they have the ongoing relationship, would it be that big of an expectation that the shop carry the transaction out on my behalf and give me a new stick? Perhaps an argument can be made that they wouldn't want to risk Warrior not honoring the return as it was tampered with or shows clear evidence it was not a defect but even then, the shop could just ask that you come back once it's approved. Just seems to be a pain to have to box all that crap up, figure out the postage, etc.

Am I out of my mind for thinking that this should be part of the services offered instead of shopping online for the same stuff at a lower price?

[Stoop 1]

I have always thought one of the benefits of using your local hockey shop (LHS) was that there was a higher level of service (skates get sharpened free and baked with purchase, maybe a free roll of tape with a new stick, etc). However, my recently purchased Dolo broke after just 4 games. It was still under warranty but my local shop told me I had to work that out directly with Warrior.

Considering that they have the ongoing relationship, would it be that big of an expectation that the shop carry the transaction out on my behalf and give me a new stick? Perhaps an argument can be made that they wouldn't want to risk Warrior not honoring the return as it was tampered with or shows clear evidence it was not a defect but even then, the shop could just ask that you come back once it's approved. Just seems to be a pain to have to box all that crap up, figure out the postage, etc.

Am I out of my mind for thinking that this should be part of the services offered instead of shopping online for the same stuff at a lower price?

I thought that was really the stick company's choice. I'm basing that on my experience buying the T90. The LHS guy told me that one of the benefits of the stick was that Sher-wood, unlike most companies, would let me handle my exchange through the store, rather than mailing it all myself.

[bubaloo 6]

Both stores I shop at handle this for you. They are actually really good with it. Cyclone Taylors and the hockey shop in BC canada. I break sticks all the time and always get a warranty no questions asked.

I would ask around and find a shop that will deal with it for you and buy from there. Hopefully there is one in your area :)

Dealing with the mfg direct is a pain in the ass. i did it with sher wood once and decided I would never buy sher wood again because of it. No wI use easton and bauer at those 2 stores and always get a replacement if required

[Scotty 8]

Any store that handles a warranty replacement for you is going above and beyond, but it should not be expected at all. They're simply the middleman and don't really have a place in the equation in terms of a problem between the manufacturer of the product and the end user.

Imagine if you were a car salesman for Chevy/Ford/whatever. You sell someone a brand new car and a month later, they're back in the door telling you that they have a flat tire or some other problem. Maybe this problem was a direct result of abuse or perhaps it was a defect, but regardless, the buyer expects YOU to take care of it. Nope, that's not an issue between you and the buyer. That's between the manufacturer and the buyer/user.

If shops were expected to simply hand you a new stick off the rack and then wait for the manufacturer to either approve or disapprove of a replacement, there would be too many issues. Abuse of the program between discrepancies, disagreements on what is deemed "normal use" and a "defect", cheating the system, etc. Imagine giving a stick to someone and telling them, "Hey, we'll give you a call when the company lets us know what happens." So the company doesn't approve of the replacement and now what? The shop paid for a stick that they gave away. Just too many variables and there's numerous reasons why it is between the buyer and manufacturer.

[bubaloo 6]

I dunno, I dont care where it came from, I bought it from a store thats who I should deal with. Why should I deal with another company? I didnt buy it from there. They represent the product and chose to be a distributer. They need to deal with anything that happends with it not me.

Thats the problem with alot of customer service these days. the not my job mentality.

[Krev 86]

I dunno, I dont care where it came from, I bought it from a store thats who I should deal with. Why should I deal with another company? I didnt buy it from there. They represent the product and chose to be a distributer. They need to deal with anything that happends with it not me.

Thats the problem with alot of customer service these days. the not my job mentality.

Often times, stores are instructed by the company they bought the product from to send all warranty requests to them so that they can process them. That's where the 'not my job' mentality can come into play - it's not their job because they were told it wasn't. This was the case in the shop I worked in. I was told that all warranty issues were to go through the company who produced the stick, not the distributor.

[interpathway 9]

Thats the problem with alot of customer service these days. the not my job mentality.

You try dealing with sticks broken from slapshots arriving at your store in the hands of the parents who bought it and then having to explain why it doesn't fall under warranty. Every single bum thinks 30 day warranty means 30 day get out of jail free card. It doesn't.

You deal with the manufacturer, you state your case, they make their decision.

[Dupes 1]

You try dealing with sticks broken from slapshots arriving at your store in the hands of the parents who bought it and then having to explain why it doesn't fall under warranty. Every single bum thinks 30 day warranty means 30 day get out of jail free card. It doesn't.

You deal with the manufacturer, you state your case, they make their decision.

exactly.

Personally, I have always went to the manufacturer directly for stick warranty.

[Axxion89 32]

I have always thought one of the benefits of using your local hockey shop (LHS) was that there was a higher level of service (skates get sharpened free and baked with purchase, maybe a free roll of tape with a new stick, etc). However, my recently purchased Dolo broke after just 4 games. It was still under warranty but my local shop told me I had to work that out directly with Warrior.

Considering that they have the ongoing relationship, would it be that big of an expectation that the shop carry the transaction out on my behalf and give me a new stick? Perhaps an argument can be made that they wouldn't want to risk Warrior not honoring the return as it was tampered with or shows clear evidence it was not a defect but even then, the shop could just ask that you come back once it's approved. Just seems to be a pain to have to box all that crap up, figure out the postage, etc.

Am I out of my mind for thinking that this should be part of the services offered instead of shopping online for the same stuff at a lower price?

There's your answer. Anybody could break the stick return it to the LHS, get a replacement for free from the LHS and run while the LHS may get stuck with a non-refundable stick. You could always take down a credit card number or their personal info but even then you have to take the time to track them down and also they could dispute any charge you charge and then be stuck in limbo.

[cooperalls 4]

The warranty is provided by the manufacturer, not the retailer. Any shop that gives you a stick off the rack and then handles the warranty claim themselves is doing you a huge favor, especially since the replacement stick will not have a warranty.

[VakarLajos 5]

Also, the sticks come with a warranty from defects. Not normal use.

Example:

Easton high performance, one-piece composite hockey sticks and shafts are covered by a 30-day, limited warranty against manufacturers defect only.

Bauer Hockey, Inc. will provide a one-time replacement of your composite stick/shaft/replacement blade, if broken due to a manufacturing defect WITHIN 30 DAYS from the date of purchase.

In theory, the manufacturers could deny the vast majority of claims. The fact that they almost universally approve all claims is more than fair on their part.

[JR Boucicaut 3809]

I think the point's been made. It is a manufacturer's warranty, not a store warranty and if a manufacturer is going to redeem on the warranty, they will be the ones handling it.

The line has to be drawn in the sand, if not, it would be abused.