Having a similar issue with Xterra Customer service, although my suit started tearing the moment I tried it on. Now I'm stuck with a suit that has only been tried on twice prior to touching water, with multiple tears during both attempts. (I own couple other suits for several years without any issues)
Ordered the Vortex on July 11th in preparation for the IMMT race Aug 19th.
received it on July19th and tried it out for the first time on the 27th after returning from a work trip.
noticed two tears after removing the suit at home. bummed thinking it was my fault but when trying it on again the next morning, several other locations started tearing in front of my eyes.
Emailed Xterra with photos of the tears but got no reply for several weeks. Made failed phone call attempts for several days in the meantime to catch a human response. FINALLY got a hold of someone in the boards dept Aug. 27th, only to be told that I either pay for the defected suit to be returned to me, or take a $50 credit for a brand I don't care to support any longer.
Not sure how to proceed.
PS - IMMT was a warm swim so I wore my 3yr old sleeveless suit for a 1:07:00 time.
From Xterra
"Our returns manager researched your order. We received a return from you with damages. (See attached photo of the damage)
Your wetsuit is being held until you decide how you would like to proceed.
We can only accept returns on product that has not been damaged. https://www.xterrawetsuits.com/pages/returns
We have two options for your considerations:
Option #1: We can send the wetsuit back to you. The freight cost for returns is $25 per wetsuit.
Option #2: You may trade this wetsuit in for a $50 website credit towards your next purchase.
Please get back to us at your earliest convenience. In the interim, we will store your wetsuit in a secure area."
Update: 08.30.18 4:00pm
Spoke to a Jason from Xterra pretty much telling my that I "abused the suit" and tore the suit with my finger nails (which is false) because he sees "crescent shaped" tears all over. Also adds that the Vortex is the #1 selling suit so it cannot be a manufacturing defect and a refund will not be provided. As soon as I mentioned I wanted to record this conversation, he hung up. Really do not know what to do nor say. Any suggestions greatly appreciated.
Ordered the Vortex on July 11th in preparation for the IMMT race Aug 19th.
received it on July19th and tried it out for the first time on the 27th after returning from a work trip.
noticed two tears after removing the suit at home. bummed thinking it was my fault but when trying it on again the next morning, several other locations started tearing in front of my eyes.
Emailed Xterra with photos of the tears but got no reply for several weeks. Made failed phone call attempts for several days in the meantime to catch a human response. FINALLY got a hold of someone in the boards dept Aug. 27th, only to be told that I either pay for the defected suit to be returned to me, or take a $50 credit for a brand I don't care to support any longer.
Not sure how to proceed.
PS - IMMT was a warm swim so I wore my 3yr old sleeveless suit for a 1:07:00 time.
From Xterra
"Our returns manager researched your order. We received a return from you with damages. (See attached photo of the damage)
Your wetsuit is being held until you decide how you would like to proceed.
We can only accept returns on product that has not been damaged. https://www.xterrawetsuits.com/pages/returns
We have two options for your considerations:
Option #1: We can send the wetsuit back to you. The freight cost for returns is $25 per wetsuit.
Option #2: You may trade this wetsuit in for a $50 website credit towards your next purchase.
Please get back to us at your earliest convenience. In the interim, we will store your wetsuit in a secure area."
Update: 08.30.18 4:00pm
Spoke to a Jason from Xterra pretty much telling my that I "abused the suit" and tore the suit with my finger nails (which is false) because he sees "crescent shaped" tears all over. Also adds that the Vortex is the #1 selling suit so it cannot be a manufacturing defect and a refund will not be provided. As soon as I mentioned I wanted to record this conversation, he hung up. Really do not know what to do nor say. Any suggestions greatly appreciated.