New Grafs....oh oh

[B-Nads 0]

I picked up a new pair of 709's a couple weeks ago. Because I had my lovely wife breathing down my neck, I didn't get a chance to really look them over - it was a 'they fit - I'll take'm' moment (we were headed out to supper). I say this because I know Graf Canada hasn't got the greatest quality control or customer service reps in the industry. Fast-forward to tonight - I went out for a skate, get home and clean them off to dry and I notice that a - one of the screws on the left holder is out a good bit further than the rest, and is off on an angle, b - the blade on the right skate is noticably further forward in the holder than the other foot, and c - the back of the holder is so poorly lined up that one side of it actually hangs out over the footbed. How concerning should this be? The small shift required to fix the alignment makes me wonder if it wouldn't cause more problems - the hole would be too big.

[JR Boucicaut 3805]

a) You should've inspected the skate...

b) Take them back to that store and push for an exchange, then inspect those

c) Expect them to offer to send them back to Graf to repair them

d) Don't be surprised if they tell you there's nothing wrong with the skate

[Chadd 916]

And that's why I didn't want to be a Graf dealer when I was running a shop. That was way too common. I'm hoping the new owners clean up the QC issues.

[B-Nads 0]

Yeah - I'm gonna head back there and push for a refund. I do a lot of shopping there. It pisses me off because this is pretty much the only skates that fits my screwed up feet, and they have no more in my size.

[JR Boucicaut 3805]

But then you're dealing with RMS screws with little room for error. Standard rivets won't fit in those bigger holes.

Trust me, take a refund or a swap.

[pelikano 1]

Never never never take a woman shopping for something this important.

[B-Nads 0]

All good advice, and much appreciated. I'm going back with them tomorrow. I'll let you guys know how it turns out.

That last one is a gem, pelik;)

[Rockingsquat 4]

The true Graf are swiss !!

Despite all the defects you mentioned, they may feel perfectly fine on the ice.

[nyr386 0]

Even the new G75 has quality issues (ask me how I know). Anyway, if you get stuck with them, just drill the holes slightly larger to re-align the hole, wont cause any problems. The heads on the RMS screws are pretty large so even with bigger holes drilled to get the alignment issue fixed wont cause a problem for them clamping down onthe holder properly. Hope this helps (hope they replace them, that would be the best scenario)

[davidfinlay276 4]

You've only skated in them once, I'm assuming there's no smell/damage/signs of them being used? If they truly are good as new, just say that you haven't skated in them. Most shops won't refund equipment once it has been used, they SHOULD give you a new pair here since those defects are pretty awful (especially the holder alignment, INSANELY off), but I could see them trying to weasel their way out of it saying "you used them once, they're yours now."

[JR Boucicaut 3805]

You've only skated in them once, I'm assuming there's no smell/damage/signs of them being used? If they truly are good as new, just say that you haven't skated in them. Most shops won't refund equipment once it has been used, they SHOULD give you a new pair here since those defects are pretty awful (especially the holder alignment, INSANELY off), but I could see them trying to weasel their way out of it saying "you used them once, they're yours now."

Technically, they could do that, because they are used. The store will then defer to the manufacturer.

He said it was the only skate left.

[hehatemefrisbee 0]

classic graf mismount.

[B-Nads 0]

Well, so far, so not good...

I brought the skates to Rousseau Sport Laval today (place of purchase). I've been a very dedicated customer to this store for a long time, and have always had excellent service and shopping experiences there...I guess all streaks come to an end. I'm directed to the sharpening counter to meet the dept manager. I called yesterday and spoke to the manager on at the time,explaining the situation with the skates, the distance I had to travel, and the fact that these are the only skates I have, so I'd need this resolved ASAP. He told me to bring them in ASAP and they'd take care of it. The guy there today knew nothing of this conversation. I get to the counter, and there's the manager and an old guy doing the sharpenings. I show the issues to the manager - he takes off, leaving the skates behind. At this point, the sharpener gets in on the show. He picks them up, looks me in the eye, and says there's nothing wrong with them - that they are lined up fine. He sets them on the table and says - look here - pointing to the seam of the toe-box and the seam on the front of the holder - see...they line up perfectly. I grin, turn them around and say - see, the left holder in centered perfectly, but the right is hanging off the foot-bed. He then tries to convince me that it means nothing. He looked at the screw that is seated crooked and decided that the fix was to tighten everything. He started to leave with them to tighten all the screws - I told him I'd be more comfortable he didn't, as I wanted them left as they were - he goes on in back anyway. He comes back out, and nothing is improved. I was at the point where he was gonna get my opinion on his competence when the manager came back. You guessed it - I'm going to have to call Graf Canada before I do anything, and they're in Calgary now, so they're all fais dodo (asleep), said in a pretty childish manner. I took this as pretty sarcastic given the circumstances, so I let them both know I wasn't too impressed, and that I'd be calling Calgary as well.

I got through, and eventually got contacted by the head of warranties who appologized for the run-around I had gotten, that it was the store's responsibility to get me taken care of, and that he would contact the store himself to resolve the issue. He told me I should expect to be contacted between now and Friday, and that it would be taken care of as quickly as possible.

So far, I'm fairly impressed with the contact I've had with Graf, but will reserve my final judgement until after this is addressed. Rousseau Sport has just lost a long-time customer, regardless of the outcome of tis situation...I assume responsibility for not taking the time to fully inspect the skates myself at the time of purchase, although you could make the argument that a store specializing in ONLY hockey equipment would take it upon themselves to make sure their stock is as problem-free as possible, but to be met with condescenscion and sarcasm when I return a product of this price because there is a manufacturing flaw in it is completely unacceptable. Sorry for the rant.

[JR Boucicaut 3805]

You did the right thing by going to the point of purchase. It is unfortunate that the point of purchase is now making you do the legwork on the proper procedure. They should be the ones calling the manufacturer.

[B-Nads 0]

Sadly, JR, the impression I get from the people I've spoken with at Graf Can - customer service manager and manager of warranty depts, is that it should all have been taken care of in store. In any case, I guess it's the waiting game now. :(

[B-Nads 0]

No news from the store by Friday, so I called Brian back at Graf. Left him a message Friday night. the store just called a few minutes ago - Graf informed them to contact me and let me know a new pair was being shipped to the store directly from Graf to replace mine. Very pleased with my treatment from Graf Canada.

[interpathway 9]

Good to hear. Typical riffraff from hockey shops there, it sounds.

[Chadd 916]

No news from the store by Friday, so I called Brian back at Graf. Left him a message Friday night. the store just called a few minutes ago - Graf informed them to contact me and let me know a new pair was being shipped to the store directly from Graf to replace mine. Very pleased with my treatment from Graf Canada.

Wow, this is a massive improvement from the way Graf used to handle things. It gives me hope in the new ownership group.

[hockeymass 11]

No news from the store by Friday, so I called Brian back at Graf. Left him a message Friday night. the store just called a few minutes ago - Graf informed them to contact me and let me know a new pair was being shipped to the store directly from Graf to replace mine. Very pleased with my treatment from Graf Canada.

The way it should be when you're dropping serious cash on a pair of skates. Good on Graf.

[Monty22 835]

Even the new G75 has quality issues (ask me how I know). Anyway, if you get stuck with them, just drill the holes slightly larger to re-align the hole, wont cause any problems. The heads on the RMS screws are pretty large so even with bigger holes drilled to get the alignment issue fixed wont cause a problem for them clamping down onthe holder properly. Hope this helps (hope they replace them, that would be the best scenario)

What did you encounter with these? Just curious as they are on my short list to check for for possble purchase.

[kenneth 5]

on my pair of G75's only thing i saw was the gap between the carbon outsole and the boot that is basically what i've seen on almost every pair of carbon outsole grafs. Other than that and the crappy steel (i upgraded to step) I've been pretty luck except the fit just isn't deep enough so i'm probably gonna sell which is a shame these are awesome skates in term of flexibility and stiffness oh and the liner is the best.

[phunky_monkey 6]

Great to hear you're getting excellent support from Graf.

[JR Boucicaut 3805]

I'm glad that Graf is resolving the issue, but the LHS definitely dropped the ball here.

[Chadd 916]

I'm glad that Graf is resolving the issue, but the LHS definitely dropped the ball here.

absolutely. Hopefully Graf will address it with them.

[Monty22 835]

on my pair of G75's only thing i saw was the gap between the carbon outsole and the boot that is basically what i've seen on almost every pair of carbon outsole grafs. Other than that and the crappy steel (i upgraded to step) I've been pretty luck except the fit just isn't deep enough so i'm probably gonna sell which is a shame these are awesome skates in term of flexibility and stiffness oh and the liner is the best.

Is it anywhere near the fit of the G5?