Hiya everyone .... got a bit of an issue with a big name board manaufacturer that I think is worth sharing as a warning on potential warranty problems . Im not a fan of people voicing problems on forums , but since Ive got nowhere dealing directly with the brand INTL HQ (ie not distributor) , its a last recourse . Im also interested in peoples opinions on this . Ive always been a supporter of cobra boards , Ive had many wave boards that have lasted well over 100 sessions , still rock hard , and still in use , and had lots pass under my feet - with no problems / complaints . Ive always felt that if there were a problem with the odd board that is clearly a manufacturing defect - that a brand would do the honourable thing and replace with a warranty board .
Ive had over 30 boards from this brand over many years . 2 out of my last 5 boards the deck has gone soft / delaminated between the footstraps after just 2 sessions (!!) on the 1st board (a warranty replacement was given) and just 15 sessions (!!) on the 2nd board. The soft spot is over a 20cm diameter , equal distance between front and back straps on the deck . The brand this 2nd time are arguing 'rider error' , that I am somehow at fault , and not offering a full replacment . Ive explained I rarely jump , just waveride , and Ive been sailing decades and know how to not land flat ! and im also light . Bear in mind also this is on a a brands most dedicated style sideshore wave design (ie not fit for purpose springs to mind if you do actually waveride/jump it!) Problem is , this is obviously an issue with construction , either dry fibre or not sufficient lay-up . After my 40% problem rate with last 5 boards Im of the opinion theres a major problem in this area . Luckily I sail regularly for this problem to show up in a month or two . Those weekenders are not so lucky and the issue may go unoticed through lack of use until the year warranty is up . Im personaly disgusted by this brands repsonse . All they have offered is a 35% reduction of next purchase . Ive advised them Ive no intention of buying another board off them ever again (and playing russian roullete with soft decks and warranty declines) .... What do I do ? I have pretty damning video clips of the 2 boards . Its also worth any perspective purchasers of new boards asking a seller what the situation is should this happen to them .
Oh , and the funny part , the brand suggested I could onsell the 'soft deck' board to the 2nd hand market ! They have no problem apparantly this issue being sold and seen out there . Im sick of seeing this delamination happen in this area , and think something needs to be done by brands to stop this continual default showing up (either double sandwich in this area or more glass )
what do you all think about this ? I can imagine some brands responses would be excellent , offer a new board etc , and that new board would probably be fine (as alot of mine have for a long time) ... but seeing a major brand switch tacks and start ARGUING rider default blah blah - rejecting true warranties after a board has had 15 uses ... that is diabolical imo
hi, if the warranty replacement board has failed in the same way as your first board (and it is within its warranty window) , then I would say you have a pretty strong case for another replacement. It sounds like a manufacturing issue (I had bases of 2 same age boards delaminate in exactly the same way within weeks of each other but out of warranty - this sort of thing has to be manufacturing related, there are too many variables windsurfing to be related to actual use). By the sound of it, delaminating between the footstraps isn't jumping related anyway. Also, isn't it the shops job to sort this out - you shouldn't be dealing with the Intl HQ? If they dont, I would say that the next port of call would be Consumer affairs, which isn't a fact process.
Select to expand quotesteveh said..
Also, isn't it the shops job to sort this out - you shouldn't be dealing with the Intl HQ? If they dont, I would say that the next port of call would be Consumer affairs, which isn't a fact process.
Exactly, the shop & or the importer, they deal with the manufacturer, not you.
Keep it local, simple & legal.
Hiya - its not the warranty board that is a problem , that was replaced 2 years ago and replacement was ok , the 2nd board (2nd time its happened) is a 2015 , used 15 times , and they have rejected it as being defective or warranty applicable ...
I dont think it will make much difference re distrubutor level - RRD will still reject the warranty from them .... and the distributor has always been really good to me , fantastic deals etc ... and helped me alot ...
Select to expand quoteNothappy said...
Hiya - its not the warranty board that is a problem , that was replaced 2 years ago and replacement was ok , the 2nd board (2nd time its happened) is a 2015 , used 15 times , and they have rejected it as being defective or warranty applicable ...
I dont think it will make much difference re distrubutor level - RRD will still reject the warranty from them .... and the distributor has always been really good to me , fantastic deals etc ... and helped me alot ...
That's why the distributor has let you deal direct with RRD? To wash their hands off the problem?
The seller refers it to brand to confirm they will cover warranty but that is of no relevance to you, those that sold you board must address warranty issue. If the retailer refers you to brand do not use them, no matter how nice they've been over years they care neither for your custom or consumer law. Refer the matter to fair trade/consumer affairs, retailer possibly gets massive fine but the crap thing about it is there is nothing in it that benefits you (they may not order for item to be replaced).
Warning though that they can tell if it is a layup problem from photos. A few things can stress board in that area- banging heel down, strapping board down, it must also be a compression point as I've seen one delaminate bad there from jumps & another issue from leaky plugs.
would also add , boards never been strapped on a roofrack , never left laying in the sun on the beach , and always valve taken out after every session - i really try to look after my boards ...
The retailer/distributor/importer bears the responsibility of warranty applications generally and should be the first contact point in process. I don't think brand loyalty is an assumption in contemporary manufacturing today. I would hold the retailer/distributor/importer to task in this matter......
Before too many get their knickers in a twist, I'd like to step in, as RRD importer, to try & get to the bottom of this first time posters problems.
We're scratching our heads as to who it is, as we haven't any idea.
We've had no contact from any customer re problems with any 2014/15 wave boards, nor have had any notification or referred emails from RRD International (who I'll mail this evening to see if they can throw any light on this)
We're not aware of anybody who's bought anywhere near the amount of RRDs that Unhappy has bought, new I'm assuming.
Be nice to know the full picture.
If you don't throw the ball, we can't catch it!
Jez windsurf@2ndwind.com.au
I had a similar issue on a Starboard Isonic. The deck collapsed between the straps after 2.5 years. Investigation of the board showed that there was a void in the foam blank, the Cobra factory had tried to mask the issue by injecting resin into the void at 25cm intervals, these holes were covered by the graphics. Even though the board was out of warranty, Starboard replaced the board and asked me for a 25% contribution - I think that this was very fair and excellent customer service. However, it was 100% demonstrated that it was a manufacturing fault
Apart from the fact that it seems there is something wrong with this story, after what the distributor wrote and no answer from nothappy.
In such case I would expect there should be no difference if dealing with the distributor, the shopkeeper or the HQ directly. In all cases the only acceptable answer would be a new board for replacement. This comes first, after this the guys (distributor, shopkeeper, HQ) will have plenty of time to talk and share the info among them. I really don't see the problem if one contacts one instead of the other; of course, IF there is any reason to do so.
As an example: when I had a problem with a broken Gaastra mast, the distributor put me in contact with the manufacturer itself (Triana) in order to solve it. When I received my first MauiSails and one had broken batten tensioners, there were no spares in Italy, so I asked directly Barry (good ol' times ...) and it was OK.
I am not using RRD's since long, but always had plenty of support from the HQ... it happens to be a 30' drive from home. Made more sense to go straight there rather than to the shop, and nobody complained. Maybe things have changed since then (late 90's).
Hey Crew .. as per www.seabreeze.com.au/Members/Help/ForumRules.aspx#h40 .. this topic is locked.
Over many years, there are always two stories to every story, and kangaroo courts in forums have seldom provided a positive income.
Hopefully "nothappy" can write in for a namechange and contribute and share their passion for the sport they love... 
