3 months ago I got a roller backpack from sports chalet. Unfortunately the bag was damaged internally and I didn't know when I bought it. The handle was bent and didn't extend smoothly. Since the retailer was closing they wouldn't help me.
I contacted akona, I did have a little trouble getting ahold of them. However once I got that elusive phone number things got rolling. During the process I moved from CA to TX. The original guy I was dealing with Mike, tried to help me however since I moved from his region I had to contact the other division. I delt with Maurice, he was helpful however... his proposal was to send me the replacment parts and I fix it myself (he also gave me the option to RMA the bag and they would fix it, I decided I could fix it and it would save them $ on shipping. Mainly I didn't want to fuss with having to mail out a big bag).
The only issue was after a month I didn't have the parts. Maurice emailed me and explained it was still back ordered and give him a week. I was indifferent at this point having waited 1 1/2 months. After 2 weeks I emailed him and didn't get a response, I waited another week (total time at this point a little over 2 months). I called and asked to talk on him, while never said to me I got the impression he was out of the office - possible for an extended time. I talked to Norman, and told him the time line of this issue. I expressed some concern about how long it was taking and politely said that I wasn't very happy and at this point I would just like a new bag and not the parts. He immediately agreed and said I had been waiting way to long. 3 days later I had a brand new bag!
My only complaint is the time frame. I think had I been directed to Norman from the start this would have been resolved in no time.
The quality of the bag is outstanding, and they do stand behind their products. If I had not bought it from a closing store and gotten it from a LDS I'm sure this would have been resolved much faster. Truth be told I did not do very much harassing. Every time I spoke to anyone with akona/sherwood they were friendly and helpful.
Bottom line I would not hesitate to buy their products in the future, but I wold try to buy them from a dive shop I frequent often. Then if I had an issue they would deal with it.
Anyway, thanks @akona
I contacted akona, I did have a little trouble getting ahold of them. However once I got that elusive phone number things got rolling. During the process I moved from CA to TX. The original guy I was dealing with Mike, tried to help me however since I moved from his region I had to contact the other division. I delt with Maurice, he was helpful however... his proposal was to send me the replacment parts and I fix it myself (he also gave me the option to RMA the bag and they would fix it, I decided I could fix it and it would save them $ on shipping. Mainly I didn't want to fuss with having to mail out a big bag).
The only issue was after a month I didn't have the parts. Maurice emailed me and explained it was still back ordered and give him a week. I was indifferent at this point having waited 1 1/2 months. After 2 weeks I emailed him and didn't get a response, I waited another week (total time at this point a little over 2 months). I called and asked to talk on him, while never said to me I got the impression he was out of the office - possible for an extended time. I talked to Norman, and told him the time line of this issue. I expressed some concern about how long it was taking and politely said that I wasn't very happy and at this point I would just like a new bag and not the parts. He immediately agreed and said I had been waiting way to long. 3 days later I had a brand new bag!
My only complaint is the time frame. I think had I been directed to Norman from the start this would have been resolved in no time.
The quality of the bag is outstanding, and they do stand behind their products. If I had not bought it from a closing store and gotten it from a LDS I'm sure this would have been resolved much faster. Truth be told I did not do very much harassing. Every time I spoke to anyone with akona/sherwood they were friendly and helpful.
Bottom line I would not hesitate to buy their products in the future, but I wold try to buy them from a dive shop I frequent often. Then if I had an issue they would deal with it.
Anyway, thanks @akona
