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Vendor Experiences The Good, the Bad and the downright Ugly

 
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post #1 of 26 (permalink) Old 04-19-2013, 09:02 AM Thread Starter
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Thumbs up Props to Alpinestars

Wanted to share a recent experience I had with Alpinestars. I bought a pair of A* SMX-Plus boots a few years ago, and have ridden them every time I've swung a leg over the bike since. Sun, Rain, heat, cold, and some snow and freezing rain tossed in for good measure. I've worn them several times at work for 10+ hours.

Needless to say, all of this use took it's toll on the boots. Even with regular washing, they were dirty, beaten, broken, and in need of some love. Here is a list of issues....

-Inner lacing system was broke on both boots.
-Zipper was broken on the right boot.
-Both zipper pull tabs were long gone.
-The ratcheting fastener on the right boot was broke, so only a notch or two would snap into the buckle.

I called up A* at the end of March and told them my issues. I figured they wouldn't do anything since the boots were a few years old, and would charge me for the repairs. I talked to a guy in the warranty department, and he gave me a Return Authorization number, and directions to return them. He didn't quote me a repair cost, but I figured he would let me know the price when they received them and could do an accurate assessment. I mail them out Friday, and by Monday they made it to Torrance, CA.

I hadn't heard anything by the end of the week, so I called them to make sure they received them, and weren't still busy laughing at the condition of my poor boots. The said the boots were all done, and they would be shipping out that day. : I asked how much I owed, and he said we were all squared away, enjoy the boots, and to thanks for wearing A*. I had my boots by the middle of the next week. Approximately a two week turnaround, including shipping times, from first call to boots in my hands. They even covered the return shipping costs.

This is yet another reason why I have, and will continue to wear, Alpinestars products. Customer service from a large company like that is rare in these days. I will be ordering my new A* Jaws soon, and when these boots finally take their steps, I'll be getting a new set of Supertechs or SMX-Plus.

TL;DR version: Alpinestars Kicks A**!!


-Chad

"Logically, any motorcyclist can do 60* of lean. The trick is coming back up again." - Neal Spalding
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post #2 of 26 (permalink) Old 04-19-2013, 09:35 AM
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your just in a sharing mood this a.m.

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post #3 of 26 (permalink) Old 04-19-2013, 09:46 AM
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Oh my goodness that is amazing! Torrance is literally right next to my work. I must email them and ask them if they can fix up my boots! My lacing systems are all messed up! Thanks a lot for sharing this information Chad!


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post #4 of 26 (permalink) Old 04-19-2013, 10:05 AM
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Did they require a receipt? I never keep those. I got 2 pairs that are beaten up badly.


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post #5 of 26 (permalink) Old 04-19-2013, 10:12 AM
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I had a similar experience. The little "retainer" at the bottom of the zipper on my Tech 1R was missing and the zipper head ended up damaged. I called and they said send it in.. They repaired it with what looks like a beefier zipper. Not just the little piece but the entire zipper. Ill buy A* as long as I ride without hesitation.

As someone who went down in A* I can attribute that I had 000000 injuries where A* products were. I have the Jacket and gloves still for proof...
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post #6 of 26 (permalink) Old 04-19-2013, 10:16 AM Thread Starter
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your just in a sharing mood this a.m.
Gotta give credit where it's due!

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Oh my goodness that is amazing! Torrance is literally right next to my work. I must email them and ask them if they can fix up my boots! My lacing systems are all messed up! Thanks a lot for sharing this information Chad!
Glad I could help!

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Did they require a receipt? I never keep those. I got 2 pairs that are beaten up badly.
Nope. Just asked how old they were, and I told them a couple years.

-Chad

"Logically, any motorcyclist can do 60* of lean. The trick is coming back up again." - Neal Spalding
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post #7 of 26 (permalink) Old 04-19-2013, 10:24 AM
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How did they look after the repairs?
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post #8 of 26 (permalink) Old 04-19-2013, 10:33 AM
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They'll repair it's a manufacturing defect. I've heard simliar stories about A* like that before.

Remember it's always easier for companies to retain repeat customers than getting new ones.
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post #9 of 26 (permalink) Old 04-19-2013, 10:37 AM Thread Starter
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How did they look after the repairs?
They look awesome! I didn't mention anything about the ratcheting system being broke when I initially called, but they tossed a new one on without having to ask. I didn't mention the pull tabs, either, but again, they sewed new ones on without being asked.

Depending on how well these hold up this summer, I'm going to send them in this fall for new soles and foot beds. I believe that runs in the area of $75-85.

-Chad

"Logically, any motorcyclist can do 60* of lean. The trick is coming back up again." - Neal Spalding
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post #10 of 26 (permalink) Old 04-19-2013, 10:39 AM Thread Starter
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They'll repair it's a manufacturing defect. I've heard simliar stories about A* like that before.

Remember it's always easier for companies to retain repeat customers than getting new ones.
True. I figured since they were an older pair, and definitely out of the realm of a warranty claim, that I would be paying something out of pocket for the labor, at minimum.

Very pleased.

-Chad

"Logically, any motorcyclist can do 60* of lean. The trick is coming back up again." - Neal Spalding
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post #11 of 26 (permalink) Old 04-19-2013, 10:39 AM
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They look awesome! I didn't mention anything about the ratcheting system being broke when I initially called, but they tossed a new one on without having to ask. I didn't mention the pull tabs, either, but again, they sewed new ones on without being asked.

Depending on how well these hold up this summer, I'm going to send them in this fall for new soles and foot beds. I believe that runs in the area of $75-85.
That's awesome man! Thanks for sharing.
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post #12 of 26 (permalink) Old 04-19-2013, 10:44 AM
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I had a friend have almost the same experience with his pair of A* motocross boots. Awesome to hear and glad I've been spending my money with such a great company.


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post #13 of 26 (permalink) Old 04-19-2013, 07:59 PM
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Alpinestars has great customer service but I feel their product has gone down hill. I purchased a Carver 2 piece suit last year for street riding and during the first ride wearing it the stitching came apart in three different spots. Alpinestars took it back but I switched brands as I no longer had faith in the brand.
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post #14 of 26 (permalink) Old 04-19-2013, 10:23 PM
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I've been thinking about the smx plus boots. good to hear

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post #15 of 26 (permalink) Old 04-19-2013, 10:50 PM
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that's great to hear! since I am like you I wear my A* boots no matter when I throw my leg over my RR

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post #16 of 26 (permalink) Old 04-19-2013, 10:53 PM
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that's great to hear! since I am like you I wear my A* boots no matter when I throw my leg over my RR
Everyone thinks I'm weird for doing just that.


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post #17 of 26 (permalink) Old 04-19-2013, 11:25 PM
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Everyone thinks I'm weird for doing just that.


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Let them! I know what it like to have surgery on my ankle after a bad MC accident... I have the supertech R and I think they r more comfortable than any shoe I own anyway lol
I have friends who wont ride with me anymore cause I am a gear Nazi and every time they come out in T-shirts and short I break balls but F them put some gear on... prime example as to why I wear boot every time


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post #18 of 26 (permalink) Old 04-19-2013, 11:28 PM
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do you have any pics of the boots before and after? That would be nice to see what they did!

sorry bout that ankle man!
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post #19 of 26 (permalink) Old 04-20-2013, 12:25 AM
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No that was prior me wearing race boots that was with just sneakers

That accident last year is why I only wear boots now

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post #20 of 26 (permalink) Old 04-20-2013, 03:25 PM
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Let them! I know what it like to have surgery on my ankle after a bad MC accident... I have the supertech R and I think they r more comfortable than any shoe I own anyway lol
I have friends who wont ride with me anymore cause I am a gear Nazi and every time they come out in T-shirts and short I break balls but F them put some gear on... prime example as to why I wear boot every time

Aw man ugly sight! Hope that healed up well. Yeah I let em give me **** for it. It's not me, it's them not understanding risk mitigation I guess you could say.


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post #21 of 26 (permalink) Old 04-23-2013, 12:03 AM
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all these pics and stories are going to make me get boots, and it looks like it will be A*'s
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post #22 of 26 (permalink) Old 04-23-2013, 11:05 AM
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A* is awesome. I have SuperTech R's and they are extremely comfortable. It also helps that Ridersdiscount gave me a fantastic price on them.

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post #23 of 26 (permalink) Old 04-26-2013, 02:34 PM
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A Star has always took care of me, I LUV THEM!!!! haha

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post #24 of 26 (permalink) Old 04-26-2013, 04:03 PM
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I just upgraded from SMX-5 to SMX plus. I wish I bought the plus in the first place!

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post #25 of 26 (permalink) Old 04-27-2013, 08:29 AM
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I just upgraded from SMX-5 to SMX plus. I wish I bought the plus in the first place!
Why is that? I bought the 5s a few months ago and love them.


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post #26 of 26 (permalink) Old 05-07-2013, 03:13 AM
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Why is that? I bought the 5s a few months ago and love them.


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Just obviously a better model for not that much more.

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