There have been previous threads on great customer service in the tri industry. For good reason, names like Trisports.com and Desoto come up repeatedly. Today I had and experience in which Xterra Wetsuits went above-and-beyond. This is an illustration of the type of commitment to the customer that I think we all hope for when spending our dollars on this sport.
I own two Xterra wetsuits already. I needed a new one for this season due to the increasing number of peanut butter cups gathering about my midsection. I was thrilled to find the Xterra Outlet on the Xterra Wetsuit website where the company sells discontinued models. There, I found the Xterra Vector Pro 2 priced at 50% off original retail price. I ordered it and waited. The box came after a little more than a week. Hastily opening the box, I discovered a Vortex fullsuit inside (though it was the correct size). Crap!
I sent an e-mail to the company through their website asking for return authorization. Here is the response I got from Glynn almost immediately:
"I am very sorry that you received the incorrect wetsuit.
Can I make it right by sending you overnight your original order? You may keep the Vortex as a training wetsuit and as a sign that we are sorry for the mix-up in your order.
I tried to call your office…Please tell me what we can do to make it right."
Needless to say, I am taking them up on the offer. Kudos to Xterra for doing more for me than I expected to keep me a happy Xterra customer.
That is funny, my GF emailed them and tried calling them about a warranty issue and they never responded to us. I know of several people who have had the same issue with them.
I had a very good experience with them as well. Every email i sent was responded to in timely manner. Multiple times i got a response within a few hours. In addition, i paid for a wetsuit and realized i didnt put my discount code in. I emailed them and they manually did it the same day.
my experience was nothing but positive and i really like the suit (pro vector x 2)
This took place early this year if it matters any.
That is kind of funny. When I was in the market ofr a wetsuit. I wasn't sure about sizing b/c I seem to be between sizes from several different mfgs. I wrote several companies asking what size they thought I should wear.
X-Terra was the ONLY company that responded. In fact, someone (I didn't save the e-mail) responded within 24hours.
Probably Keith. Wetsuits are tough as there are a lot of good companies out there (Nineteen, DeSoto, Xterra, Orca, Blue Seventy, etc.) Fit is where it is at, obviously.
My first wetsuit (on #3 now) was an Xterra and it was fine - no better, no worse than my Orca or Blue Seventy. My limited contact with them was on par to good as well.
Ours melted in the transition area during a HIM, XTERRA would not even respond to friendly emails asking about why this may have happened since it did not happen with mine or any other wetsuits (except a few folks who also XTERRA). I will nover spend my money with them.
FWIW, when I wrote to Xterra about the mix-up several days ago, I did so using shipping@xterrawetsuits.com. That is the one Glynn responded to within 24 hours. But, to cover my bases, I also looked up Keith Simmons’ direct e-mail address included in his posts here on ST. I also copied him about the issue. He ALSO responded to me within 24 hours personally.
Certainly, I cannot comment on what happened top you, but I disagree that their suits suck - the VectorPro that I have used for 4 years feels like I am not even wearing a suit, it has no fingernail cuts, and has never chafed me. And, based on this experience that unfolded with me in the last day or so, it appears that a consistently positive approach to CS exists there at this time.
I am glad you have had good experiences with them, FWIW the suit that melted was/is a vector pro, we did like the suit but when we emailed them we were not demanding or anything, just asking about why this may have occured, if it has happened and if it is covered by warranty, we got no response after not one, but several emails.
Customer service goes a very long way for me because I am not rich so when I spend a big chunk of $$$ say 200-500 on a piece of tri gear, I want my money to work for me, When I order things from desoto, I get responses within an hour and the quality is great. If XTERRA had of responded to us even if they said “no the suit is not covered by warranty” then that would be fine and I would have considered them when I bought my wetsuit, they didn’t even respond.
I actually had a great experience with Xterra yesterday and was planning to write something about it. I have had a Vetor Pro for 18 months now and on my ocean swim on Monday for some reason some of the rubber tore. I live close to the factory and took it in for them to take a look at it. They had never seen the issue I had and offered either a slightly used replacement for free or for $100 they would give me a brand new Vector Pro X2. I took the new X2!
I am very big on customer service and I felt very satisfied with the outcome. In my mind Xterra had every right to say “sorry” and let me deal with it. If that were the case I probably would have looked for a different suit…
BTW they are slammed right now with business so I could see that as a reason for a non response on e-mails. Both the receptionist and Keith told me they were getting hundreds of e-mails a day. I did call before I came in and my phone call was answered right away.
I highly recommend Xterra and I have been extremely happy with their wetsuits!
Keith Simmons here… the founder and owner of XTERRA WETSUITS. I’ve been competing in triathlons for 25 years and working in the triathlon industry for the same length of time. (I was working in the triathlon industry when most people did not know what this sport was all about) I love this sport and have spent my entire working life in this industry. Please give me a call or email if I can help you with a customer service issue. My email address is Keith@xterrawetsuits.com and my office number is 858-565-9500 ext. 103.
BTW…No company is perfect 24/7. Things can fall through the cracks from time to time. However, I stand behind my products 100%. We have a great money back guarantee which allows you to test our product for 2 weeks and return it if you are not 100% satisfied. Our 2 year warranty is standard in the triathlon wetsuit business. I’ll do my best to solve your issue. Call me.
I’m looking forward to getting my new Vortex 2 which I just ordered yesterday. I was a little hesitant on sizing knowing the fit of my current suit, so I made a quick phonecall and had great feedback on the size I need. The customer service was great and the price even better. Looking forward to getting it.
