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Surface Customer Service FTW

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ShredAZ
Posts: 1054 - Karma: 641

Wow. To say the least.

I bought a pair of their team poles last season and they came with a set of pow baskets. Way cool! Well, we had a 9ft pow day last season and I figured it would be a good time to bust out the pow baskets. I stored them in my backpack so I wouldn't forget them, but my backpack was stolen that day!

Long story short, I decided to email surface today to get a hold of some replacements for the new season as I couldn't find a place to buy them online or locally. Justin responded to my email promptly sympathizing with me on how much theft just sucks and asked for my address so he could send me out a pair!

He didn't charge me anything. Not even postage. All I can say is I have never dealt with such generosity with a company before. Not even a small, growing company like Surface.

It's nice to know there is still genuine generosity even among the corporate playing field. Super stoked the corporate mentality hasn't hit the chill, kind nature of Surface.

So stoked right now! If I had the money, I would gladly buy a pair of their sticks just for how down to earth they are to deal with.

I expect to give Surface my business in the future.

Oct 13 2010 7:09AM
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dopen993
Posts: 1343 - Karma: 176

Thats fuckin awesome, its great to see a company do that, especially one that is not that large yet.

I dont mean to jack your thread, but I have been wanting to start a thread on Level 1 just for this reason and i thought it might be better to share this thread with yea.

last winter i left Refresh in the dvd player and my girlfriend at the time took the dvd out of the player and sent it back in the Netflix envelope, thinking it was the Netflix movie. A few days later Netflix sends it back but it was completley broken in pieces. (which i have never seen with any of my netflix movies btw, kinda weird)

I send an email to Josh B with a picture showing the broken DVD. He looks up my history which shows i have been buying dvd's from them since high5 and says he will send out a new one. I was just hoping they had an old dvd laying around that i could buy off them at a reduced price. He sends it free of charge and its brand spanking new.Needless to say, I will be a loyal customer for a long time and Eye Trip is the best movie i have ever seen.

Oct 13 2010 7:55AM
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dopen993
Posts: 1343 - Karma: 176
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Oct 13 2010 8:00AM
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TijmenDal
Posts: 4849 - Karma: 1,295
Wow! It's really cool to see that there's a lot of companies that actually care about their customers and really want to help them. Most of the time warranties don't count because of whatever stupid reason companies can come up with, but now that I hear this I'll definitely be buying their stuff without hesitation!
Oct 13 2010 8:14AM
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1337
Posts: 31053 - Karma: 29,231
Surface is hella legit. Mike and Justin both are great guys to deal with and I've had nothing but good encounters with them. SURFACE SKIS FOR LIFE
Oct 13 2010 8:22AM
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ContaminatedBeef
Posts: 536 - Karma: 66
This reinforces my opinion that I made the right choice in buying new Green Lifes for this season. Good to hear of companies actually taking care of their customers
Oct 13 2010 10:24AM
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rudager
Posts: 11335 - Karma: 4,624
I like it.

9ft though? Holy shit. Hope you rocked some good skis for that.
Oct 13 2010 10:28AM
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Kid_Eh
Posts: 91 - Karma: 8
I too have had nothing but great experiences with Surface. Rob is FANTASTIC!!!
Oct 13 2010 10:34AM
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Gnarmy
Posts: 45 - Karma: 55
"Office Rob" is the best!!!

And I have had nothing but awesome service from those guys!


Oct 13 2010 1:06PM
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414.
Posts: 3819 - Karma: 136
surface is super legit, especially their demo sales: 2 skis one 09/10 one 10/11 for $225? yes.
Oct 13 2010 1:10PM
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Willow
Posts: 8 - Karma: 10
I think this thread is awesome and I wish more people would speak up when they have a good experience. I can now buy Surface in confidence. Thanks OP.
Oct 13 2010 2:58PM
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ShredAZ
Posts: 1054 - Karma: 641

Oh man it was probably one of the best/worst days of my life. I don't own any powder ski or ridiculous wide underfooted ski only because I live in Az. We have power days, but nothing like last season's 9 footer. The resort closed for a day because of how intense the storm was.

I also found out that day that Rossi Scratchs don't float too well unless I'm back seat all the time. Still a super fun day! Good learning experience to say the least.

But yes I'm glad my post hit home with some people! Couldn't keep this to myself. The skiing community needs to hear about this kind of stuff and I'm glad others have had similar occurences!

Oct 13 2010 4:21PM
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rudager
Posts: 11335 - Karma: 4,624
shit son. sounds like quite the day.
Buy some One Lifes. You'll be set for everything. Like me!
Oct 13 2010 4:49PM
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ShredAZ
Posts: 1054 - Karma: 641

Oh man I'de love to! I need a good all mountain ski. My scratches are on the verge of becoming urban. They had a rough season. Maybe after I graduate so I don't have all these effin expenses haha!

Oct 13 2010 4:55PM
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Download-My-Apps
Posts: 5069 - Karma: 1,017
Customer service with surface is amazing. They let me warranty3 pairs of skis last season based on th pictures so i would have to wait for them to go to utah and back. Not sure any other company would do the same. It was impressive. But it did suck that they broke that often.
Oct 13 2010 5:18PM
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Lemuel
Posts: 14486 - Karma: 10,632
This makes me want one lifes even more now. I should splurge and pay the $450.

To add to good customer service:
-First Drop
-Porters Tahoe
Oct 13 2010 5:44PM
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STAUSS
Posts: 8232 - Karma: 3,311
surface = the homies.
Oct 13 2010 5:46PM
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Burrrlapz
Posts: 371 - Karma: 6,788
Surface is one of the most legit companies out there today!
Oct 13 2010 9:36PM
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Utard
Posts: 2132 - Karma: 305
For sure Surface is deninitely my most favoritest companies evar just for stuff like this
Oct 13 2010 9:39PM
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broto
Posts: 9039 - Karma: 25,662
-saga

ordered a hoodie a size too big (yea blah blah blah i know) so i asked them to change my order from an XL to a large.

they did and still managed to ship it out yesterday, the first business day since i ordered it. great service + fast shipping = happy customers.

saga can have one of my votes.
Oct 13 2010 9:53PM
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travman39
Posts: 1060 - Karma: 28
surface = best company ever 250 for next years double times demo they came and they were literly NEVER ridden and they are so nice at surface! plus my double times are the funnest most perfectly made ski ever and i rode park and 4 feet of pow on and did spectacular in both nothing but good things to say!
May 18 2011 11:56PM
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travman39
Posts: 1060 - Karma: 28
surface = best company ever 250 for next years double times demo they came and they were literly NEVER ridden and they are so nice at surface! plus my double times are the funnest most perfectly made ski ever and i rode park and 4 feet of pow on and did spectacular in both nothing but good things to say!
May 18 2011 11:56PM
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ALaw
Posts: 2616 - Karma: 1,552
surface has the best customer service ever. rob and justin hook it up!
May 19 2011 12:00AM
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Willard
Posts: 5117 - Karma: 429
Surface doesnt always have the best durability but i have loved every ski i have ridden by them. Got a deal on some joysticks and have always had good interactions. Double times, Watch lifes, One lifes, Joy These...They all kill
May 19 2011 5:38PM
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huck_to_flat
Posts: 167 - Karma: 15
9 ft?
May 19 2011 6:06PM
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DGski
Posts: 3491 - Karma: 2,328
i got my surface skis for free at windells, thats why i love them aha.

for those of you that were at windells last summer for sech 6, that was me that guessed the amount of jelly beans in the jar.

josh bishop is sooo chill and awesome too..
May 19 2011 6:38PM
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ShredAZ
Posts: 1054 - Karma: 641
Feel free to use the surfacing tree tops to put things into perspective.
This was a BIG storm. 8-9ft storm total accumulation. Idk what the base was after they packed it down, nor could I care. With a day like this we were in the BC all day.
Now quit ruining this thread.

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May 19 2011 6:47PM
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AntoineSL
Posts: 143 - Karma: 709
surface is a sick compagny man for sure!!!!
May 19 2011 7:46PM
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Scott0_robot0
Posts: 3291 - Karma: 212
all the guys there are very helpful, they have helped me out more than a few times.
May 19 2011 8:03PM
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ChucklesNorman.
Posts: 1197 - Karma: 719
I love hearing stories like this. PBP replaced my buddies copy of revolver free of charge last year, he was stoked.
May 19 2011 8:05PM
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Ian.D
Posts: 1254 - Karma: 1,093
If I ever start a ski company, I am going to make an ns account and make a thread like this about how great the customer service is. Wasn't there some kid complaining about surface customer service when he broke his skis a while back?
May 19 2011 8:34PM
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Scott0_robot0
Posts: 3291 - Karma: 212
yea but its the same with many companies you are not going to hear just good stores from every company.
May 20 2011 2:14AM
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Kangbang
Posts: 14211 - Karma: 423
Other than ON3P.
May 20 2011 2:26AM
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DripDrop
Posts: 128 - Karma: 29
I remember that day.  He's saying it was like the back country everywhere.  It's a small Mountain but there were fresh tracks all day. 
May 20 2011 2:32AM
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Toby.Dickson
Posts: 317 - Karma: 679
surface ftw!
May 20 2011 3:23AM
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jca
Posts: 4171 - Karma: 6,311
seriously.

thats pretty irresponsible of you man.
May 20 2011 1:01PM
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Balto
Posts: 25985 - Karma: 4,404
or it didn't snow 9 feet, because that just seems highly improbable
May 20 2011 1:20PM
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jksl
Posts: 12727 - Karma: 854
no one warranties skis that are messed up from rail damage.
May 20 2011 2:15PM
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GANDALF
Posts: 6302 - Karma: 6,567
Surface is great. Genuine guys who love skiing and make an awesome ski. Love my New Lifes
May 20 2011 2:38PM
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californiagrown
Posts: 9794 - Karma: 2,014
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thats not a 9ft pow day...thats a 9ft storm. there is a large difference between the two.
May 20 2011 9:28PM
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james6345789
Posts: 4763 - Karma: 467
This year for Christmas I got some Moment Rocker poles. After a few days of skiing, one of the baskets snapped, and there was a tiny tear on the grip. I emailed them and they were very sympathetic. They sent me a brand new pair of poles AND some powder baskets. That is why I will stay loyal to moment.
May 21 2011 12:44AM
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ElbridgeGerry
Posts: 5902 - Karma: -27
Aren't pow baskets like 15 cents worth of material?


sorry but I fail to see how this is a huge issue.
May 21 2011 12:50AM
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Gstrong
Posts: 4776 - Karma: 519
Bought a causwell jacket, not sure if it's the same guys but $115 for a brand new jacket, he was super nice and helpful.
May 21 2011 1:04AM
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Brock.
Posts: 5698 - Karma: 1,332
...





















inb4 big_spence?
May 21 2011 1:20AM
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jorb.co
Posts: 2581 - Karma: 468
afterbangs
May 21 2011 1:44AM
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ShredAZ
Posts: 1054 - Karma: 641
We stayed in the bounds of avalanche control. Not tons of BC here in Az. Mainly just bowl hiking which is all controlled unless you dropped in on the backside of the mountain but we opted against that.
My idea of BC is probably different then what you're used to.

8-9ft storm accumulation. Keeping my posts simple. I should have clarified in the OP. I wasn't exactly thinking but that was neither here nor there. This thread is about Surface, not my powder day.

Ever tried skiing powder in Invaders? It SUCKS. You can thank the college budget and my tactful backseat skiing for making it a somewhat successful day ;)

It's good to know you are all concerned for my safety though <3 I wub you guyszzzz
May 21 2011 4:00AM
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fatherb
Posts: 1510 - Karma: 173
Surface hooked me up big time this year, they do have excellent customer service
May 21 2011 8:15PM
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Ben-B
Posts: 40 - Karma: 472
surface is way to sick

May 21 2011 10:33PM
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crab_pretzel
Posts: 3919 - Karma: 622
kind customer service ftw!
May 22 2011 12:01AM
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