tag:blogger.com,1999:blog-17460203.post3262533143289308250..comments2024-02-21T09:18:08.330-08:00Comments on Technoracle (soon to be Canadian Cybertech): Customer Experience Management - A Case Study in FailureDuane Nickullhttp://www.blogger.com/profile/08767498160563891543noreply@blogger.comBlogger2125tag:blogger.com,1999:blog-17460203.post-28534012429172853442011-03-27T10:55:28.501-07:002011-03-27T10:55:28.501-07:00Great news! I took the liberty of bringing this t...Great news! I took the liberty of bringing this to the attention of Mountain Equipment Co-op and I got an immediate response. It seems that I have made an error in my accusations of Vibram (they only made the soles which have held together fine). My next course of action will be to find the Hi-Tec manufacturer customer service and talk to them to see what they suggest. A representative of MEC got back to me with the following email, proving their customer experience management is top rank! MEC is a place where I will be shopping in the future!<br /> <br />"Hi Duane,<br /><br />Thank you for sharing your experience with MEC. Sorry to hear that the boots<br />did not meet your expectations.<br /><br />If the boots that you are talking about are the Hi-tec Ridgee boots that you<br />purchased near the end of August in 2009, then your comments towards Vibram<br />are probably misplaced. Vibram only provides the soles of the boots for<br />Hi-tec, a company that supplies many entry-level (low-priced) footwear.<br />Based on the pictures on your blog, it looks more like the rands are the<br />issue, not the soles.<br /><br />It seems from the picture that the rands are splitting at the flex point for<br />the toes. It seems likely that the material used on the rand just simply<br />does not have the flex that it ought to. Perhaps Hi-tec would have been<br />better off simply leaving the leather uppers 'unsheathed'.<br /><br />I suspect that you have seen the MEC Rock Solid guarantee? We back your<br />expectations. If after looking at the boots, you decide that they should<br />have lasted longer, MEC will return them for you. If a repair would make you<br />happy, MEC would be even happier to give you a tube of Freesole to goop up<br />the split parts in order to get as much life out of these boots as you can.<br /><br />Either way, it sounds like a visit to the MEC Member Service Desk is in<br />order.<br /><br />Also, thanks for the kind words about MEC in your blog. From your<br />purchase/returns history, I have noticed that you have not yet returned<br />anything so I can only assume that you are referring to the 'front end' of<br />MEC's service. I am pleased to let you know that the 'back end' is just as<br />strong.<br /><br />Happy hiking,<br /><br />JG"Duane Nickullhttps://www.blogger.com/profile/08767498160563891543noreply@blogger.comtag:blogger.com,1999:blog-17460203.post-13068229504133953562011-03-05T14:41:32.609-08:002011-03-05T14:41:32.609-08:00That's why you should have stuck with Timberla...That's why you should have stuck with Timberland dude.Sterling Ledethttps://www.blogger.com/profile/03566738025458248920noreply@blogger.com