Just a heads up for people considering a Synergy wetsuit:
My wife bought one earlier this year. Fits well. She was happy with it for about five swims. Then a seam on the knee started to split.
So she e-mailed the company and asked about a warranty repair. “Sure,” they said. “Just pay to ship it to us, and include another $15 for us to ship it back.” She asked about them covering the cost. No dice.
Sorry, but in my book, if your product starts to fail after five uses, you should be profusely apologetic and offer to repair it or replace it for free. Free does not mean $30 in shipping costs. Free means free.
Sure, it might cost you as a company a little out of pocket. But think of it as an investment in your reputation. So that people are pleased that you stand by your product, and don’t try to get by on the cheap. Because when you do that, then you get feedback like this.
Synergy, take note. There’s a price to being cheap.
My wife bought one earlier this year. Fits well. She was happy with it for about five swims. Then a seam on the knee started to split.
So she e-mailed the company and asked about a warranty repair. “Sure,” they said. “Just pay to ship it to us, and include another $15 for us to ship it back.” She asked about them covering the cost. No dice.
Sorry, but in my book, if your product starts to fail after five uses, you should be profusely apologetic and offer to repair it or replace it for free. Free does not mean $30 in shipping costs. Free means free.
Sure, it might cost you as a company a little out of pocket. But think of it as an investment in your reputation. So that people are pleased that you stand by your product, and don’t try to get by on the cheap. Because when you do that, then you get feedback like this.
Synergy, take note. There’s a price to being cheap.