I gotta write this letter, and I gotta do a blog post. So here you go. And yes, I will actually be mailing this letter. Although not sure it’ll go out exactly as is…just wanted to get a rough draft done.
To The People Responsible For Making Customers Happy At Yakima:
My husband and I bought a Yakima SkyBox in June of 2006. We paid over $700 for it, which was a lot more than we would have paid if we went to a warehouse store and bought one of their no-name brands, but we were willing to pay for a quality product. In addition, the lifetime warranty was very important to us.
We have only used the SkyBox about ten times over the past three years, as we don’t often need the extra storage. When we went to use it this past summer, my husband noticed a crack in the underside of it as he was putting it on our car. Upon further investigation, we found that the crack ran down the entire belly of the pod. Which obviously affects the integrity of the pod and it’s ability to keep things dry.
Knowing the pod has a lifetime warranty, we took it to the dealer we bought it from, an authorized Yakima dealer, and they contacted their Yakima distributor. They were told that the crack was not a defect, but that the pod must have been dropped. They refused to honour the warranty.
We have not dropped this pod. We have not dropped anything on it, and it has not fallen down. We are very disappointed with Yakima’s reaction, and unless this situation is rectified, we will not be buying Yakima products in the future. We have already had the need to purchase a bike rack, and given the customer service we’ve received so far from Yakima, we decided to get a Thule instead.
We look forward to hearing from you.
Sincerely,
The Customers Who Are Not Happy
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