Hi Guys,
Not really sure where this thread belongs. I've been having some issues with a wetsuit I purchased nearly 8 months ago. I'm looking for any advice on what my next move should be (if any).
I bought a wetsuit off a Australian company (I won't name them) 8 months ago but most of you would know them. We've delt with them and have purchased about 3 wetsuits off them in the past couple years. The guy who owns it is really nice and easy to talk to (so I thought) and all our previous wetsuits have lasted 2-3 seasons with no issues at all.
First issue happened when the stitching around the knee pad blew open after two sessions when I was popping up surfing, I was a little dissapointed but sent it back and they repaired it. I had to pay the postage both ways ($15x2) but the repair was free of charge - as stated in there policies.
I spend about 1/2 my time on the coast and the rest away so my time on the water especially over winter is limited. The wetuit was fine, and then after five or so sessions the zip at the back came away from the wetsuit itself. I talked the owner again and pushed for a replacement wetsuits but he was infavour of repairing it. I sent the wetsuit back ($15x2) and it was repaired for free. When I received it back I was not too impressed with the repair and it looked dodgy in my opinion - although it was a tricky/awkward repair.
I went away for about two months and got the wetsuit out a bit over a month ago. Went kiting in a freezing southerly and then knee that had been repaired came apart again. I gave him a call asking what we would do now. He kept saying the repairs were due to the way I was putting on the wetsuit (absolute crap in my opinion!). I sent him a email explaining that I have spent $175 on a wetsuit + $90 postage back and forth and am left with a wetsuit I have used less than 10 times with three repairs.
I called him each time the wetsuit ripped. He kept saying it was the way I was putting it on. Meanwhile my dad has the same wetsuit which is going strong after 2 solid seasons. Clearly mine just wasn't up to the usual quality. Bit angry now, I've sent him this email I've posted below which he ignored for two weeks but I kept sending it. He replied below with his side yesterday. I'm sort of stuck, sucks how you'd expect good service from a aussie company and get the opposite. I know their profit margins would be tight but I'm out of pocket now. Anyone have any ideas of what I should do? Or just cut my loss and name and shame?
My last email:
Hi ***,
My dad and I have been in contact with you a couple times regarding my wetsuit. It has had one knee repair and a back tab repair. I took it out last week and the repair at the knee came apart (first outing after repair). I have worn it less than 10 times so is hardly used. I've spent $150 on the suit + at least another $50 or so posting it back and forwards so I'm out of pocket $200 with a wetsuit falling apart. At this point I'm ready to call it quits and just bin it. Bit of a shame considering I know you make great wetsuits (my dad has had two wetsuits that have lasted 3-4 seasons with no issues). I'd like to buy Australian made although I think it may be safer sticking to a bigger brand from my local surf shop.
His reply:
Hi Jack,
Sorry I can?t help you?the supa-stretch steamer you bought which was below cost ($150) is now discontinued. I?ve sold thousands of them over the years without major issues. Below I have copy/pasted the wear & care instructions they come with every wetsuit purchased online or from my surf shop?..to follow them will ensure the best performance & longevity from your wetsuit.
Approach the manufacturer direct. Tell them your a user, promoter of their products owned x amount of theit suits blah blah. Ask them for a resolution. The manufacturers know which of their suits are problematic. There are virtually no Australian made wetsuits. I think if its a rip curl, it's may be worth repairing, but from what you've said, I wouldn't bother. It was a problem with super stretch models in some brands. Stitching pattern and reinforcement were an issue, because of the flexibility of the neoprene. Lining and logos were also prone to coming off. Felt great on in shop, but not durable. It's a balance between the two. Go and treat yourself to a new one. Rip curl, oneil, and excel (before it was bought out) are all good suits.
doesnt help you in your situation but i bought a quicksilver cypher about 10 months ago for $480 and it started cracking the rubber around the neck and shoulders started to wear out. I took it back to my local surf shop and he contacted and sent it off to quicksilver. In 2 weeks i had the latest 2013 replacement wetsuit with a letter from them stating the new wetsuit will come with 12 months warranty from the date it was send. Cant fault the service at all
Hi guys,
Thanks for the replies. I was going to buy the top end billabong wetsuit from my local surfshop and spewing that I ended up going down this track. Will be buying one from my local now - don't think it's worth the time and energy to try get him to send me a new wetsuit. It's an aussie company (smaller then quicksilver etc) but BWS use to be sponsored by him. I'm talking direct to the owner.
Aaaah. Will pm you may be able to help you out!
Btw I wouldn't rush into billabong
why not look at brands like ION . i have an ion wetsuit that has lasted for 3 seasons with minimal care . Why stick to surf brands
That sucks mate, you should name and shame this poor customer service, although with his reply and your location I am guessing Triple X. Do yourself a favour and buy a Major brand next time, I usually buy Rip curl's as they have a lifetime warranty and no postage charge for a repair. They are not the most durable, but probably the most flexible and with the excellent warranty back up you can't really go wrong.
2-3 seasons? I expect 10 years good service out of a wettie and I use mine all the time. Certainly at least 5 years before I might buy a new wettie just because newer ones are better than old ones. (Note Victoria/Melbourne in my profile. I kite/surf all year round.)
I tend to stick with Rip Curl because they have a lifetime warranty on all seams. The last time I claimed on the warranty they replaced the whole top section of the suit and used the newest rubber and lining and stuff. That suit is still going strong 6 years later. (A mate had a suit refurbished free of charge after 18 years use.)
Rip Curl have got a little less generous with their warranty repairs in recent years but they're still pretty good.
Having said that, under Australian consumer law the product must: be fit for purpose, do what they say it does, and be of merchantable quality (it has to last a reasonable time). If it does not do that then they are obliged to give you a refund. They don't get to choose whether to repair or replace. They can't demand original receipts (but they can demand proof of purchase such as a credit card statement).
Just to be fair to the wetsuit company, modern wetsuit don't like to be pulled off, especially if you have fingernails and grab a fistful of fabric. They will tear. When putting on grab a double fold of fabric with the flat your hand and ease it on. When taking it off you push the arms, legs and body down. Don't pull.
Select to expand quoteGorgo said..
2-3 seasons? I expect 10 years good service out of a wettie and I use mine all the time. Certainly at least 5 years before I might buy a new wettie just because newer ones are better than old ones. (Note Victoria/Melbourne in my profile. I kite/surf all year round.)
I tend to stick with Rip Curl because they have a lifetime warranty on all seams. The last time I claimed on the warranty they replaced the whole top section of the suit and used the newest rubber and lining and stuff. That suit is still going strong 6 years later. (A mate had a suit refurbished free of charge after 18 years use.)
Yep I'm still getting around in a ripcurl classic that I bought in 1997!.
I just checked and the suit that was partially rebuilt was bought in 2005. It's a Rip Curl Fireskin. It has some thin spots around the elbows but it still flexible and warm as toast.
I recently bought an E-Bomb because the lining is touch dry in 20 minutes which matters a heap when you're having multiple sessiobns down at Sandy Point in the middle of winter. The Fireskin can take a week to dry.
Hi guys,
Cheers for the input - a new ripcurl e-bomb is on the cards :) But thanks to 'Pearl' this issue may be resolved next week without the need for bad mouthing the company. There are some good people on a seabreeze willing to help out! Thanks
I have a few wetsuits of different genetic origin - and it shows!! The e-bomb is my most expensive but also my most favourite - its a nice bit of gear!!
One brand I have bought was on the cheaper end - and not surprisingly it shows in the 'falling apart' and not to be bought again problem.
I'm so confused these days with buying on brand and price - sometimes the 'brand ' is just crap, other times you get burnt buying on price!! - and visa versa!! WTF
Perhaps there should be a thread about the cheap and cheerful - that work ! as against the pricey and pathetic...........
Trouble is that most kitesurfers like me I don't want to trash a brand based on one bad experience - so how do we work out what to avoid??
I agree with you Lambie. These wetsuits are a lot cheeper and we've only had positive experiences (along with other friends) up until now.
