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SUP General / Xterra Blow up paddle boards that leak
« on: July 01, 2019, 11:38:08 AM »
If you want a paddleboard that will fall apart in 18 to 20 months then the Xterra 12.5 touring board is perfect for you.
It’s a shame, we really loved our Xterra boards, we were truly sold on this product.
My wife and I purchased our first Xterra board in the fall of 2015, the board started leaking at the seams in the summer of 17, We reached out to Xterra,l and found receptive professional service from a nice young lady named Stephanie.
At that time Stephanie provided exceptional customer service, I shipped back my board per her request end it was deemed unfixable due to a manufacturing problem and was offered a demo/used board for a replacement. While I wanted a new board for replacement I took the demo and the 12 month warrantee and hopped for the best.
Well 18 months later the demo board started leaking at the seams in the same place. I reached out to Xterra, received an email and marginal customer service at best. The excuses were endless; I’m working from home and can’t do anything this week, I can’t find your order even though I emailed both board serial numbers and all correspondence from the past he still couldn’t find our boards. In the end I was offered $100 discount off a new board and was told that was the best they could do.
Being an educated consumer I reached out to the owner of Xterra Keith Simmons to come up with a more acceptable intervention. Keith stated “we are not sending you free boards for life, we already warranted one board and we’re not going to do another one” and then threaten to hang up on me. I attempted to discuss the matter with him, trying to come up with an acceptable agreement for both parties and he refuse to do anything but sell me a new board. It didn’t matter that two boards fell apart within 40 months, Keith was clear, he was not going to intervene so I terminated the call and published this review
It’s a shame, we really loved our Xterra boards, we were truly sold on this product.
My wife and I purchased our first Xterra board in the fall of 2015, the board started leaking at the seams in the summer of 17, We reached out to Xterra,l and found receptive professional service from a nice young lady named Stephanie.
At that time Stephanie provided exceptional customer service, I shipped back my board per her request end it was deemed unfixable due to a manufacturing problem and was offered a demo/used board for a replacement. While I wanted a new board for replacement I took the demo and the 12 month warrantee and hopped for the best.
Well 18 months later the demo board started leaking at the seams in the same place. I reached out to Xterra, received an email and marginal customer service at best. The excuses were endless; I’m working from home and can’t do anything this week, I can’t find your order even though I emailed both board serial numbers and all correspondence from the past he still couldn’t find our boards. In the end I was offered $100 discount off a new board and was told that was the best they could do.
Being an educated consumer I reached out to the owner of Xterra Keith Simmons to come up with a more acceptable intervention. Keith stated “we are not sending you free boards for life, we already warranted one board and we’re not going to do another one” and then threaten to hang up on me. I attempted to discuss the matter with him, trying to come up with an acceptable agreement for both parties and he refuse to do anything but sell me a new board. It didn’t matter that two boards fell apart within 40 months, Keith was clear, he was not going to intervene so I terminated the call and published this review
