--------------------------------------------------------------------------------
Ok guys I need your opinions and input on a problem I having with an warranty issue with Motonation.com (http://www.motonation.com/) . My fairly newly purchased boots (Sidi Discovery) toe pad on the gear side stitching is starting to come loose and now the leather pad is starting to separate from the boot. After contacting Motonation on the phone I was given a RMA number to return the boot for inspection. Well a few days later I was notified by Craig, the boot damage was not covered and appeared to be abused beyond normal wear and tear and that I should not have removed the metal toe guard. I called Motonation and spoke with Rob the assistant manager and was basically told the same story. Rob told me the reason the boot failed was because the boot made impact with somthing under other than normal use and that the impact in some way caused the stitching to pop loose. Bascially I understood him as to saying the boot sustained it's damage during condition the boot was not built for.
In response I tried to explain to Rob (Assistant Manager) the boot has only been used no more than 20 times since I purchased them back in Dec 07, and have only made contact with the gear shift lever which it was intended for. Granted there is some scuffing on the front sole area where the metal plate should have been, but this area is no where near the problem area. I agreed with Rob explaining there was impact to the area of concern, in fact repeated contact with only my gear shift lever . However, I also explained ,I do understand this is a problem area of a boot which recieves a lot of contact (rubbing) and that a high quality boot such as the Sidi Discovery with a year warranty was built for the purpose I used them for (shifting) and should have held up longer for the short period I've owned them.
I blown away with the response or better yet excuse's I was given by their Warranty Dept Rep Craig Watkins and Asstant Mgr Rob.
To some it all up I was told by removing the toe guard you void the warranty and that I abused the boot beyond it's intended use by dragging it or the boot made impact to somthing it was not designed for.
Copy of email response from Motonation Warranty Dept. http://www.motonation.com/
Hello Tyrone,
I got around to looking at the boot you sent in. Unfortunately, I can't claim it as a "warranty" return as it appears the boot was dragged on/near the toe area which is what appeared to have separated the toe cover from the toe area which was probably due to the metal toe piece missing..
If you like, I can have our cobbler take a look at it to see if he can affect a repair, although I highly doubt it will be a 100% fix. Just a guess, but I figure it will run upwards of $30.00
Let me know"¦
Craig Watkins
Warranty and Small Parts Department
Ph. (619) 401-4100 x103 | Fx. (619) 401-4108
1100 N. Magnolia Ave. #A, El Cajon, CA 92020
Here are some photos I sent them prior to shipping showing exactly the problem with the boots.
What really burns me up about the whole situation is that I was accused of lying of how the damaged came about. Here is a recent photo I took after recieveing them with a nice detail buff job I applied before taking them out on the road. The photo will also show the metal protector would not have protected if it was left on, it's almost an inch away.
Before:
After:
Also note, if you look closely in the photos at the front toe area just below where the stitching is coming loose the slim vertical rubbing marks lines just in front of the leather gear pad in photo two will verifiy what caused the problem and that the boot was used as intended. If the boot was dragged as suggested the boot would have shown a larger impact(contact patch) area with a greater amount of damage tearing into the leather or scuffing it up comparable to the sole area , and not slim vertical rubbing lines leading to the area where the stitching and pad has come apart.
Because I ride on the balls of my feet (toe area) resting on the foot lever, the marks shown are caued by the rubber gear shifter lever rubbing against the front of the boot prior to me moving my foot foward to shift up or down and not scrape marks from impact made to the pavement or anything other than the gear shift lever.
The photos will justify the boots were used and failed during normal wear and tear. You guys tell me, do the photos and my explanation show this boot as to being dragged or abused beyond normal wear and tear as I was told or a manufacture defect in workmanship or material used?
Thanks
Ok guys I need your opinions and input on a problem I having with an warranty issue with Motonation.com (http://www.motonation.com/) . My fairly newly purchased boots (Sidi Discovery) toe pad on the gear side stitching is starting to come loose and now the leather pad is starting to separate from the boot. After contacting Motonation on the phone I was given a RMA number to return the boot for inspection. Well a few days later I was notified by Craig, the boot damage was not covered and appeared to be abused beyond normal wear and tear and that I should not have removed the metal toe guard. I called Motonation and spoke with Rob the assistant manager and was basically told the same story. Rob told me the reason the boot failed was because the boot made impact with somthing under other than normal use and that the impact in some way caused the stitching to pop loose. Bascially I understood him as to saying the boot sustained it's damage during condition the boot was not built for.
In response I tried to explain to Rob (Assistant Manager) the boot has only been used no more than 20 times since I purchased them back in Dec 07, and have only made contact with the gear shift lever which it was intended for. Granted there is some scuffing on the front sole area where the metal plate should have been, but this area is no where near the problem area. I agreed with Rob explaining there was impact to the area of concern, in fact repeated contact with only my gear shift lever . However, I also explained ,I do understand this is a problem area of a boot which recieves a lot of contact (rubbing) and that a high quality boot such as the Sidi Discovery with a year warranty was built for the purpose I used them for (shifting) and should have held up longer for the short period I've owned them.
I blown away with the response or better yet excuse's I was given by their Warranty Dept Rep Craig Watkins and Asstant Mgr Rob.
To some it all up I was told by removing the toe guard you void the warranty and that I abused the boot beyond it's intended use by dragging it or the boot made impact to somthing it was not designed for.
Copy of email response from Motonation Warranty Dept. http://www.motonation.com/
Hello Tyrone,
I got around to looking at the boot you sent in. Unfortunately, I can't claim it as a "warranty" return as it appears the boot was dragged on/near the toe area which is what appeared to have separated the toe cover from the toe area which was probably due to the metal toe piece missing..
If you like, I can have our cobbler take a look at it to see if he can affect a repair, although I highly doubt it will be a 100% fix. Just a guess, but I figure it will run upwards of $30.00
Let me know"¦
Craig Watkins
Warranty and Small Parts Department
Ph. (619) 401-4100 x103 | Fx. (619) 401-4108
1100 N. Magnolia Ave. #A, El Cajon, CA 92020
Here are some photos I sent them prior to shipping showing exactly the problem with the boots.
What really burns me up about the whole situation is that I was accused of lying of how the damaged came about. Here is a recent photo I took after recieveing them with a nice detail buff job I applied before taking them out on the road. The photo will also show the metal protector would not have protected if it was left on, it's almost an inch away.
Before:
After:
Also note, if you look closely in the photos at the front toe area just below where the stitching is coming loose the slim vertical rubbing marks lines just in front of the leather gear pad in photo two will verifiy what caused the problem and that the boot was used as intended. If the boot was dragged as suggested the boot would have shown a larger impact(contact patch) area with a greater amount of damage tearing into the leather or scuffing it up comparable to the sole area , and not slim vertical rubbing lines leading to the area where the stitching and pad has come apart.
Because I ride on the balls of my feet (toe area) resting on the foot lever, the marks shown are caued by the rubber gear shifter lever rubbing against the front of the boot prior to me moving my foot foward to shift up or down and not scrape marks from impact made to the pavement or anything other than the gear shift lever.
The photos will justify the boots were used and failed during normal wear and tear. You guys tell me, do the photos and my explanation show this boot as to being dragged or abused beyond normal wear and tear as I was told or a manufacture defect in workmanship or material used?
Thanks
