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Snapped BRAND NEW skis

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lars.02
Posts: 19 - Karma: 67
hey guys! (never posted on newschoolers before soooo)
i recently bought a new pair of skis. from a company in the Wasatch ( i wont mention them so i don't trash their brand) on my second day of skiing them i crashed. not hard but hard enough to snap the skis in their tip. keep in mind these skis are brand new and have been skied on twice. i had contacted the company today and this is what they said..

Larsen,

I'm sorry to hear that your skis broke. We will warranty manufacturing defects but can not warranty skis broken by misuse or negligence. Based on your Instagram photos, you broke your skis by airing into a zone with little coverage. We build some of the most durable skis on the market, but when you hit rocks and logs with an early season snow pack, damage to your skis is inevitable. If you want to order another pair, I can give you a 40% discount.


wait a second, if they build "some of the most durable skis on the market' shouldn't they be able to handle a crash in powder on the second day ever skied on them?

Shouldn't they replace the skis if they were skied on for two days and break? isn't that workmanship or a defect in the skis?

even on the company's website they show picture and videos of their sponsored skiers beating they heck out the skis, Shouldn't they assume the consumers will be doing the same thing to the skis?

i know that they offered 40% off a new pair, but if they have the some of the most durable skis on the market shouldn't they hold true too their promise and replace them and prove to me that they are durable? because right now i'm not too happy with their product and company.

what would you guys do if your brand new skis snapped on your second day of skiing on them?
Dec 12 2016 11:24PM
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KittenFactory
Posts: 189 - Karma: 2,288
I hate jumping into these threads because it never looks good on the company, no matter what the scenario. But I would also like to mention that this kid bought the skis second hand. We have never hesitated to give a new pair of skis or a full refund to somebody who bought skis from our shop directly or from one of our retailers. I don't know of any company that extends their warranty beyond the original purchaser. In fact, I believe this is the first case in our four years of business where we haven't given a free pair of skis and paid for the shipping without asking for the broken skis back. And this is what happens....
Dec 13 2016 8:32PM
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gapersarefriends
Posts: 2158 - Karma: 4,270
KittenFactoryI hate jumping into these threads because it never looks good on the company, no matter what the scenario. But I would also like to mention that this kid bought the skis second hand. We have never hesitated to give a new pair of skis or a full refund to somebody who bought skis from our shop directly or from one of our retailers. I don't know of any company that extends their warranty beyond the original purchaser. In fact, I believe this is the first case in our four years of business where we haven't given a free pair of skis and paid for the shipping without asking for the broken skis back. And this is what happens....


And the plot thickens...If he did buy them used i am fucking shocked you guys even offered him the 40% off
Dec 13 2016 8:36PM
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Hugh_Conway_jr
Posts: 746 - Karma: 467
SECOND HAND!?!?!?

and you offered him 40% off a replacement pair!?!?!?!

Hold the phone.... that's top shelf service.... WTF OP. stop bitching like a little bitch.
Dec 13 2016 9:00PM
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fries
Posts: 2978 - Karma: 7,518
KittenFactoryWe do build some of the most durable skis on the market and we stand behind our product 100% when it comes to manufacturing defects. At the end of the day, they are still skis and everything has a point of failure. You exerted a force on the ski that caused them to exceed the failure criteria of the materials. There is nothing more to it than that.

We have had very few warranties over the years and almost no warranties from what we would consider manufacturing defects (demlams, edge pull out, etc.) We do get a few people that snap skis every year at no fault of our own. These scenarios are bad for everyone because the customer is out of skis and we either have to deal with the salty backlash or be out hundreds of dollars. We have warrantied skis for situations such as yours before. Why have we done it? Because of the manner in which the people have approached us for the claim. We are much more likely to give somebody a warranty on snapped skis if they come forward and say, "Hey, I messed up and broke my ski. Can you do anything to help me out?" Rather than a person who instantly goes on social media and the forums and tries to tarnish our brand for something that was not our fault.

I was waiting for your email or phone call yesterday because I woke up to all the Instagram tags from your and your friends talking about how much our skis sucked. As a small business owner, that is never something you want to see. It was disappointing to see the lack of effort put into your email, so that is the amount of effort I felt necessary to deal with your claim.

That being said, our factory is on 525 S 300 W in downtown Salt Lake. Bring in your skis and the original receipt and I will refund your money.

-Kyle

couldn't have responded better.
Dec 13 2016 9:15PM
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crawley
Posts: 605 - Karma: 729
So what's the deal OP, where did you get the skis?
Dec 13 2016 9:40PM
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Mingg
Posts: 13977 - Karma: 49,314
LOL these threads never fail to amuse me.
Dec 13 2016 10:07PM
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-arc-
Posts: 943 - Karma: 3,320
OP just got bored. Who in there fucking right mind tries to get a refund on a second hand pair of sticks. Do you go to the bloody salvation army store and try to fucking refund all the clothes the original manufacturer. What a shit cunt.
Dec 13 2016 11:22PM
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lars.02
Posts: 19 - Karma: 67
crawleySo what's the deal OP, where did you get the skis?


The skis were bought from a neighbor that skis religiously. He has 3-4 different pair of skis and he bought these and never mounted them so they sat In his garage for a while and sold them to me. I was the first one to mount the skis and the first one to ski on them.
Dec 14 2016 8:27AM
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Ranch
Posts: 742 - Karma: 1,030
NewScholarOP just got bored. Who in there fucking right mind tries to get a refund on a second hand pair of sticks. Do you go to the bloody salvation army store and try to fucking refund all the clothes the original manufacturer. What a shit cunt.


They weren't second hand. They were brand new. It was just his second time skiing in them.
Dec 14 2016 8:42AM
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snowfinder
Posts: 2873 - Karma: 34,181
lars.02The skis were bought from a neighbor that skis religiously. He has 3-4 different pair of skis and he bought these and never mounted them so they sat In his garage for a while and sold them to me. I was the first one to mount the skis and the first one to ski on them.


Nothing like the smell of bull shit in the morning.
Dec 14 2016 8:54AM
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Randy_Quench
Posts: 5447 - Karma: 4,343
DekerzThey weren't second hand. They were brand new. It was just his second time skiing in them.


They were second hand and unmounted. While they may have been "brand new" in terms of never being mounted, they were 100% second hand skis. Any other ski manufacturer would point him to their written warranty policy and tell him to screw because he isn't the original buying customer.


You people need to get over the fact that it was only his second day on these skis. It could have happened his 1st run or his 100th and the situation would be no different. When you land wrong in heavy snow you run the risk of snapping skis. This is nothing new to skiing.
Dec 14 2016 9:06AM
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Ranch
Posts: 742 - Karma: 1,030
Randy_QuenchThey were second hand and unmounted. While they may have been "brand new" in terms of never being mounted, they were 100% second hand skis. Any other ski manufacturer would point him to their written warranty policy and tell him to screw because he isn't the original buying customer.


You people need to get over the fact that it was only his second day on these skis. It could have happened his 1st run or his 100th and the situation would be no different. When you land wrong in heavy snow you run the risk of snapping skis. This is nothing new to skiing.


Didn't read they were second hand. Even so I'm not argueing that his skis should be replaced. I know this shit happens it happened to a pair I had a few years ago. Even is he bought them himself, bitching on social media is the wrong way to go.
Dec 14 2016 10:06AM
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BrawnTrends
Posts: 1102 - Karma: 2,438
skiitsbetterLooks like the 3 stage rocker to me.


More like 4 stages now.


On a side note, props to KF for that very profesh answer on the previous page. Offering 40% to a second hand buyer is some fucking solid customer service.
Dec 14 2016 1:35PM
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hemlockjibber8
Posts: 5977 - Karma: 3,545
I think kitten factory should take the broken skis back and then offer him a new pair at full price that they will 100% cover with their warranty as long as it is a manufacturing defect. Fuck the OP
Dec 14 2016 1:46PM
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lars.02
Posts: 19 - Karma: 67
hemlockjibber8I think kitten factory should take the broken skis back and then offer him a new pair at full price that they will 100% cover with their warranty as long as it is a manufacturing defect. Fuck the OP


Taking them in today, to see if it's manufactured defect and if it is I'll Warenty the skis. If they find it not to be a defect. I'll take the loss and go find me a new pair of skis to use.
Dec 14 2016 2:02PM
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Trefin
Posts: 113 - Karma: 257
lars.02Taking them in today, to see if it's manufactured defect and if it is I'll Warenty the skis. If they find it not to be a defect. I'll take the loss and go find me a new pair of skis to use.


Start off with an apology to the guys at KF. You left out an extremely crucial piece of information in that you bought these second hand in your original post which allowed this thread to blow up and forced KittenFactory into this. They are not a very large company like a Salomon or Rossi where they can just write it off as a cost of doing business and nobody at the company is directly affected.

We all make mistakes, but on this you should just take the L. You'll notice as you get older whether its electronics or outdoor gear the main perk of buying new is having the assurance of a warranty. The reason those items are typically so cheap secondhand is the warranty becomes immediately void once ownership transfers hands. You are extremely lucky they are willing to help you out at all as they have no legal right to do so.
Dec 14 2016 3:20PM
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lars.02
Posts: 19 - Karma: 67
TrefinStart off with an apology to the guys at KF. You left out an extremely crucial piece of information in that you bought these second hand in your original post which allowed this thread to blow up and forced KittenFactory into this. They are not a very large company like a Salomon or Rossi where they can just write it off as a cost of doing business and nobody at the company is directly affected.

We all make mistakes, but on this you should just take the L. You'll notice as you get older whether its electronics or outdoor gear the main perk of buying new is having the assurance of a warranty. The reason those items are typically so cheap secondhand is the warranty becomes immediately void once ownership transfers hands. You are extremely lucky they are willing to help you out at all as they have no legal right to do so.


I've apologized too them in email. Working on making it right. My main intent of posting in newschoolers was to get other people's opinions on the situation. And someone noticed that it was kitten factory skis. (I never wanted to company's name to become present in the thread) I thought in my mind that them being second hand but never skied on or mounted would make a difference in the discussion and I was wrong.
Dec 14 2016 3:34PM
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Christy_H
Posts: 17 - Karma: 21
A friend of mine snapped some last season, with only a week on them. He too got in touch with them, and he got a very similar reply, also offering 40% off. I hope it's not the same company.

When you compare this to Revision who are offering rock and rail warranty, it makes you question the company you're buying off.
Dec 14 2016 3:45PM
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Randy_Quench
Posts: 5447 - Karma: 4,343
Christy_HA friend of mine snapped some last season, with only a week on them. He too got in touch with them, and he got a very similar reply, also offering 40% off. I hope it's not the same company.

When you compare this to Revision who are offering rock and rail warranty, it makes you question the company you're buying off.


Lol I wouldn't consider Revision a good comparison given their current shitstorm
Dec 14 2016 4:00PM
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BrawnTrends
Posts: 1102 - Karma: 2,438
What do you expect if you break a ski because of extreme use/accident? A new pair and a blow job on the house?
I'll never understand that new entitled generation...
Dec 14 2016 4:01PM
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Trefin
Posts: 113 - Karma: 257
Christy_HA friend of mine snapped some last season, with only a week on them. He too got in touch with them, and he got a very similar reply, also offering 40% off. I hope it's not the same company.

When you compare this to Revision who are offering rock and rail warranty, it makes you question the company you're buying off.


Revision offers the warranty due to how cheap their manufacturing process is and high mark ups on their product's price. They are using that as a marketing tool, it doesn't reflect their quality. Correct me if I'm wrong, but Revisions warranty was likely a business decision knowing not that many people would pay the shipping for a new pair since their target customer probably wont wait a month or two for new sticks. Other smaller core companies couldn't afford that style of warranty due to them being of higher quality and having much lower profit margins, its an unrealistic expectation to think every company should do that. Metal and rock will eventually break your skis down no matter who made them.
Dec 14 2016 4:03PM
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hemlockjibber8
Posts: 5977 - Karma: 3,545
lars.02I've apologized too them in email. Working on making it right. My main intent of posting in newschoolers was to get other people's opinions on the situation. And someone noticed that it was kitten factory skis. (I never wanted to company's name to become present in the thread) I thought in my mind that them being second hand but never skied on or mounted would make a difference in the discussion and I was wrong.


Good stuff. You're on the right track. To find off this learning experience I would decline the free skis if in fact it is a defect and take the 40% off. I assume you didn't pay full price in the first place. So then you will have had a pair you wrecked and got a new pair all for around the price of a full pair and you showed some class.
Dec 14 2016 6:14PM
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.jif
Posts: 441 - Karma: 1,013
To everyone saying it was a shitty ski, I broke my ON3P presters a week in from getting them, so it is possible that he was just unlucky with how he fell.
Dec 14 2016 6:19PM
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frickindarn
Posts: 2545 - Karma: 11,372
Has anyone else seen that 5 questions with Banks Gilberti. One question was "how many pairs of skis do you break a season" to which he replied that he's never even broken a pair of skis. That's saying a lot. Banks goes hard as fuck and probably just treats his stuff the way it's supposed to be treated. That's my only 2 cents here. Also if ups to KF and OP sucks.
Dec 14 2016 10:01PM
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freeskibum82
Posts: 6355 - Karma: 5,055
frickindarnHas anyone else seen that 5 questions with Banks Gilberti. One question was "how many pairs of skis do you break a season" to which he replied that he's never even broken a pair of skis. That's saying a lot. Banks goes hard as fuck and probably just treats his stuff the way it's supposed to be treated. That's my only 2 cents here. Also if ups to KF and OP sucks.


if im sponsored by a ski brand im not going to tell you i break them either...
Dec 14 2016 10:10PM
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frickindarn
Posts: 2545 - Karma: 11,372
freeskibum82if im sponsored by a ski brand im not going to tell you i break them either...


But there's other pros out there who have revealed that number.
Dec 14 2016 10:12PM
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loganimlach
Posts: 5132 - Karma: 14,054
lars.02The skis aren't surface


Word then you should go fuck yourself and if you accept a refund you should kick yourself in the nuts

**This post was edited on Dec 14th 2016 at 10:16:24pm
Dec 14 2016 10:14PM
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frickindarn
Posts: 2545 - Karma: 11,372
loganimlachWord then you should go fuck yourself and if you accept a refund you should kick yourself in the nuts

**This post was edited on Dec 14th 2016 at 10:16:24pm

/Thread. Imlach wins.
Dec 14 2016 11:43PM
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leprechaunsissy
Posts: 645 - Karma: 237
I'm gonna go ahead and not buy their skis. Skis certainly snap, but it's rare. Rather not be in this guy's position.
Dec 15 2016 12:50AM
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slothking
Posts: 53 - Karma: 140
Quick customer service story. I had a similar break on my skis (albeit after significantly more use, including a good amount of park skiing). I emailed them to see if they had any single skis laying around and they gave me a discount on a new pair even though they had no need to. Great guys that are willing to work with you, just don't be a dick.
Dec 15 2016 1:08AM
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Christy_H
Posts: 17 - Karma: 21
I skim read most of this and didn't pick up that they were second hand. Mb
Dec 15 2016 9:00AM
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Ranch
Posts: 742 - Karma: 1,030
leprechaunsissyI'm gonna go ahead and not buy their skis. Skis certainly snap, but it's rare. Rather not be in this guy's position.


Any ski could have snapped like that. The ski got caught under the snow and his weight over the ski snapped it.
Dec 15 2016 9:21AM
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SFBv420.0
Posts: 2539 - Karma: 3,124
ya knows the better 1/2 kitties are pretty damn durable

but shes a strong skier and doesnt need to send wannabe hero airs to jerry landings

id offer that special millennial snowflake a tow in his golden wheelchair behind one of them
sweet braapppin toys ya got stashed outside the shop
good to see yas hopes to ski ya round
props for kir
Dec 15 2016 9:26AM
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snowfinder
Posts: 2873 - Karma: 34,181
leprechaunsissyI'm gonna go ahead and not buy their skis. Skis certainly snap, but it's rare. Rather not be in this guy's position.


His position is he bought second hand skis took an "epic crash" clearly face planted with his tips down and the force from that and his body weight caused the skis to snap. Instead of letting reality settle in that his crash was the only cause for the skis to break he went on Instagram and post @kittenfactory saying they make great skis. Then demands they honor a warranty that does not apply to him because again bought skis second hand. Being fucking awesome KF gave him 40% off knowing full well those weren't new skis. He got mad and posted on ns to further being a little spoiled bitch.
Dec 15 2016 10:28AM
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leprechaunsissy
Posts: 645 - Karma: 237
buzzedHis position is he bought second hand skis took an "epic crash" clearly face planted with his tips down and the force from that and his body weight caused the skis to snap. Instead of letting reality settle in that his crash was the only cause for the skis to break he went on Instagram and post @kittenfactory saying they make great skis. Then demands they honor a warranty that does not apply to him because again bought skis second hand. Being fucking awesome KF gave him 40% off knowing full well those weren't new skis. He got mad and posted on ns to further being a little spoiled bitch.


Im not talking about kf; I'm talking about revision. Per ns, it's ok to slam revision.
Dec 15 2016 11:24AM
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Seventen
Posts: 2 - Karma: 16
Old dying thread but I registered just because I had the complete opposite experience as OP. Broke a ski. Was kind of surprised it snapped. Contacted KF and they offered a full refund. I said I liked the shape and was interested in another pair if that were possible. They said they didn't know if they had the materials as the season is ending but to drop off the old skis. Called me a week and half later and I went and picked up a brand new pair.
Mar 25 2017 12:12AM
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Deepskier
Posts: 3267 - Karma: 4,829
Idk what OP is talking about kitten factory is fucking dope.
Mar 25 2017 1:07PM
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milk_man
Posts: 5252 - Karma: 5,983
"Kids like flexible skis and expect them to also hold up." Blah blah blah.. my domains are made in China and I guarantee they would have held up in this situation. They did the right thing to replace them lol. Also, his ski in broken up on the nose. Up...on the nose..... if you land tips first dug in (like you're all saying??) that would break the nose downward right? Idk. It looks like my friends horrible 5th element skis after he snapped them. Really glad you got a refund. What skis did you end up buying next?
Mar 25 2017 5:53PM
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milk_man
Posts: 5252 - Karma: 5,983
gapersarefriendsAnd the plot thickens...If he did buy them used i am fucking shocked you guys even offered him the 40% off


Hugh_Conway_jrSECOND HAND!?!?!?

and you offered him 40% off a replacement pair!?!?!?!

Hold the phone.... that's top shelf service.... WTF OP. stop bitching like a little bitch.


If OP had the original receipt it's irrelevant if he bought them from someone. It's nobody's business who is buying the skis. You don't have to bring an ID to return something at the store. You bring the receipt and that's it.

All you guys ripping on OP are defending KF just because they're small and "core."

"Second hand" haaa. Unless OP told them he bought them from someone it's none of their business. Do you provide ID when you buy skis? Maybe from your credit card. That's no ones business
Mar 25 2017 6:04PM
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Jems
Posts: 7504 - Karma: 97,091
The company is literally "Wasatch Ski Company". They make powders skis in Wasatch. I guarantee it's that company.
Mar 25 2017 6:52PM
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-skian-
Posts: 332 - Karma: 1,459
JemsThe company is literally "Wasatch Ski Company". They make powders skis in Wasatch. I guarantee it's that company.


Did you read the thread?
Mar 25 2017 7:19PM
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ggfski42
Posts: 651 - Karma: 700
Wow op is a fucking tool. Sucks your skis broke, but it's wrong to blame KF especially when you purchased those skis from your neighbor under MAP, and didn't give a dime to KF in the first place.
Mar 26 2017 7:15AM
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dbchili
Posts: 2555 - Karma: 1,657
StaticBack in the days of Orage's video contests we needed to break a ski i half for a video (a Head Mad Trix to be exact). Now we tried a lot of things; put that fucker across 2 couches and jumped on it, took axes to it, that bad boy just would NOT snap. What finally broke it was wedging it between two trees and pushing it with a car bumper (subsequently scratching said bumper).

If your ski snaps in half from skiing, which is entirely possible (never happened to me), it's a shitty fucking ski.


I mean I see what you're saying, but saying skis shouldn't break bc you stress tested head mad trip is like saying cars shouldn't break because you packed 10 lbs of plastic explosives under a tank and it was fine, those skis were indestructible
Mar 26 2017 9:03AM
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milk_man
Posts: 5252 - Karma: 5,983
If his neighbor had given these skis to him as a gift then would it be okay? Because whether OP got them as a gift from his neighbor or reimbursed his neighbor is none of anyone's business. If the ski purchaser's name on the receipt? For KF to go out of their way to say that he bought them "second hand" is pretty salty. How did they know that? Did OP tell them or did they check their credit card data? Or is the purchasers name on the receipt?
Mar 26 2017 10:26AM
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AGOF
Posts: 2038 - Karma: 3,602
milk_manIf his neighbor had given these skis to him as a gift then would it be okay? Because whether OP got them as a gift from his neighbor or reimbursed his neighbor is none of anyone's business. If the ski purchaser's name on the receipt? For KF to go out of their way to say that he bought them "second hand" is pretty salty. How did they know that? Did OP tell them or did they check their credit card data? Or is the purchasers name on the receipt?


Pretty much every reputable small business will have detailed records of all sales 1-3 years back available on demand, with all sales and records archived. All it should take to find a customer with 1-2 year old skis is typing their name/email address/address into a computer. Not some big conspiracy
Mar 26 2017 10:59AM
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KittenFactory
Posts: 189 - Karma: 2,288
milk_manIf his neighbor had given these skis to him as a gift then would it be okay? Because whether OP got them as a gift from his neighbor or reimbursed his neighbor is none of anyone's business. If the ski purchaser's name on the receipt? For KF to go out of their way to say that he bought them "second hand" is pretty salty. How did they know that? Did OP tell them or did they check their credit card data? Or is the purchasers name on the receipt?


We do have the ability to pull up any customers order history and they can easily get a copy of their receipt from a shop they purchased the skis from. Or the shop can contact us themselves for a warranty claim. When you pay a premium for new skis, you are also paying for a warranty. If you shop around for a good deal on used equipment, you should do so knowing that it is not coming with a warranty. The OP's dad told us that he purchased the skis from a friend for $200. We cut him a check for $200 because we didn't have any replacements on hand.
Mar 26 2017 12:35PM
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-skian-
Posts: 332 - Karma: 1,459
KittenFactoryWe do have the ability to pull up any customers order history and they can easily get a copy of their receipt from a shop they purchased the skis from. Or the shop can contact us themselves for a warranty claim. When you pay a premium for new skis, you are also paying for a warranty. If you shop around for a good deal on used equipment, you should do so knowing that it is not coming with a warranty. The OP's dad told us that he purchased the skis from a friend for $200. We cut him a check for $200 because we didn't have any replacements on hand.


You guys are legends. I wouldn't have done that for him.
Mar 26 2017 12:41PM
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milk_man
Posts: 5252 - Karma: 5,983
KittenFactoryWe do have the ability to pull up any customers order history and they can easily get a copy of their receipt from a shop they purchased the skis from. Or the shop can contact us themselves for a warranty claim. When you pay a premium for new skis, you are also paying for a warranty. If you shop around for a good deal on used equipment, you should do so knowing that it is not coming with a warranty. The OP's dad told us that he purchased the skis from a friend for $200. We cut him a check for $200 because we didn't have any replacements on hand.


Did OP have the receipt when he contacted you guys? Were they current year skis or a year old?

I think you guys did the right thing, much respect
Mar 26 2017 1:24PM
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snowfinder
Posts: 2873 - Karma: 34,181
KittenFactoryWe do have the ability to pull up any customers order history and they can easily get a copy of their receipt from a shop they purchased the skis from. Or the shop can contact us themselves for a warranty claim. When you pay a premium for new skis, you are also paying for a warranty. If you shop around for a good deal on used equipment, you should do so knowing that it is not coming with a warranty. The OP's dad told us that he purchased the skis from a friend for $200. We cut him a check for $200 because we didn't have any replacements on hand.

That is big of you guys going high when that kid went super low. TBH that kid will make other buyer of used skis think if they break they are owed something and that pisses me off. All I buy is used gear and I know if i fucked it up it's my own actions that caused it and no one owes me anything.
Mar 26 2017 1:46PM
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milk_man
Posts: 5252 - Karma: 5,983
snowfinderThat is big of you guys going high when that kid went super low. TBH that kid will make other buyer of used skis think if they break they are owed something and that pisses me off. All I buy is used gear and I know if i fucked it up it's my own actions that caused it and no one owes me anything.


Did you miss the part where it was stated that he bought the skis from the guy never mounted? Does that not mean anything? Lol
Mar 26 2017 2:59PM
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