TCX Boots - Warranty/Customer Service Experience - Suzuki Volusia Forums : Intruder Volusia and Boulevard Forum
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post #1 of 8 (permalink) Old 08-09-2019, 02:17 PM Thread Starter
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Thumbs down TCX Boots - Warranty/Customer Service Experience

After about 10 months and 3,500 miles of very light use, liner on the heels of my TCX Hero Waterproof boots worn right through, and the boots are no longer waterproof, and a pain to put on/off and somewhat uncomfortable to wear. I've contacted TCX, and had probably one of the strangest after-sales experiences. I've provided a copy of my email communication with their USA-based distributor and TCX home office in Italy. For those who don't want to read through the end (although I personally find it hilarious): TCX did not honor the 1 year warranty.

Since there is no way to contact TCX over the phone, I have to fill-out a form online. I bought boots online in England and had it shipped here. First stop: TCX GB website redirects me to USA website for warranty claims, and it gets interesting from there. TCX said they have nothing to do with it because I bought boots online, and I need to contact the online vendor. The online vendor (one of the largest outdoor gear stores in Europe) filed for bankruptcy because Brexit happened. Overall, comparing to some other after-sales support, dealing with TCX is probably the worst I've have ever experienced, not just motorcycle specific, but absolutely the worst.

I have to point out that Customer Service representative went above and beyond to try and help me, even offered to personally cover the cobbler's bill (very important: personally, not TCX). That said, I will be looking elsewhere for the next pair of motorcycle boots.






Email communication with TCX customer support. Personal information removed


On Aug 2, 2019, at 1:13 PM:

First and Last Name*
[FireManC50]
Please state the issue with the boot*
I've purchased TCX Brown Hero Motorcycle boots in size 10 USA (44 EU) September 10, 2019. Model number on the label inside is 7295W HERO WP.

About three weeks ago boots started to develop an issue with the liner on the heel of both boots, and of the time of this email the lining has completely worn through on both boots: there is about a 2 inch hole in the heel liner of each boot. Due to liner worn through at the heels it became difficult to put the boots on even with a shoe horn, and liner is pealing upward when I take the boots off. Boots saw only occasional usage over the last 9-10 months for on-road riding of my cruiser. Your assistance in resolving this issue is much appreciated!

Receipt and pictures attached.
Please submit a receipt of purchase, picture (non-blurry) of the boots, detail picture of the problem, and a picture of the tag inside.
• 20190730_100906.jpg
• 20190730_100750.jpg
• 20190802_153000.jpg
• 20190730_100929.jpg
• 20190730_100919.jpg
• Gmail-Receipt-for-Your-Payment-to-Freestylextreme-Trading-Limited.pdf


____________________________




On Aug 2, 2019, at 5:24 PM, TCX Boots <[email protected]> wrote:
Hi [FireManC50],

Sorry to hear about the liner issue. I appreciate the info you have provided including the images. I’m glad you followed up from the previous contact form/email.

As you may of noticed when you read the warranty instructions:

Online sales must be through a valid TCX dealer within North America.


FREESTYLEXTREME TRADING LIMITED Reg. office address UNIT 2 UNICORN BUSINESS PARK, WHITBY ROAD, BS4 4EX, BRISLINGTON, City of Bristol England


What I need to do for you is forward this to the corporate office. This may take a few days as its already 11:18 PM Friday there and I tend to get responses mid-week from corporate.

Hold tight - lets see what they prefer TCXUSA to do.

Best regards,

[Customer Service Rep. Name]
TCX Boots USA
Focus On Boots
[email protected]
ridetcxboots.com


____________________________


On Aug 7, 2019, at 8:21 AM, [email] wrote:

Hello [Customer Service Rep. Name] ,
Is there an update available for my warranty claim?

Thanks,
[FireManC50]

[FireManC50]



____________________________




On Aug 7, 2019, at 12:01 PM, TCX Boots <[email protected]> wrote:
Hi [FireManC50],
I had a feeling this was going to be the case.
See below from Quality Control at TCX Italy.

Ciao [Customer Service Rep. Name],
I hope that everything is fine.
In regards to this specific case, the end consumer has to get in contact with the European Online Vendor, who is in charge of the sale and POST-SALE SERVICE. The agreements and deals are between Mr. [FireManC50] and Free Style Extreme. When the end consumer decides to buy online, he has to read properly all the terms.
Thanks so much for your kind help and assistance. At your disposal, we remain.
I hope that Free Style will be able to help you out.

[Customer Service Rep. Name]



____________________________


On Aug 7, 2019, at 10:23 AM, [FireManC50] wrote:

[Customer Service Rep. Name],
“Interesting” response from the home office, if not to say obnoxious... feels like I’ve wronged TCX somewhere by buying online their Italian boots maid in Romania, from an European retailer...

Thank you for your assistance, [Customer Service Rep. Name].

P.S. I’ve spend several thousands on motorcycle gear and accessories to date, and this is by far the strangest and least pleasant experience I had. I understand it is not to your fault, but if I were you, I would consider if this is the company you want to represent in US.

Thanks
[FireManC50]

____________________________



On Aug 8, 2019, at 5:19 PM, TCX Boots <[email protected]> wrote:
Hi [FireManC50],

I have gone back and forth whether to respond or not as nothing I can say will make a difference in the end but here goes...

If you feel you have been slighted by TCX I apologize for my colleague. They mean no disrespect. I know them all personally and they would be the last employees to want to give out the wrong impression.

You have not wronged anyone at TCX with the purchase. Unfortunately, you have run into a growing problem with consumers vs. online dealers not taking responsibility for the products they are selling. There are agreements in place between online dealers and the vendor. Its up to the online dealer to make certain that the consumer is fully aware of any comments, concerns and questions are handled upfront.

Again, sorry for any anxiety and confusion this has caused.

[Customer Service Rep. Name]


____________________________


On Aug 8, 2019, at 5:49 PM, [email] wrote:
[Customer Service Rep. Name],

I understand, but it boils down to customer retention, and I have to say, this is TCX responsibility, not their vendors. I believe that how TCX does business plays as crucial role in customer buying their product again, as the quality of their products.

I will attempt to contact the retailer I purchased from. That said, it is almost not worth my time and energy to jump through hoops. Next time I will simply buy from a company that has a proven track record, regardless of whether I purchase their products online or in store.

Thanks again for assistance!

[FireManC50].


____________________________



Date: Fri, Aug 9, 2019 at 12:38 PM
Subject: Re: New warranty submission from Warranty Form \ [FireManC50]
To: TCX Boots <[email protected]>


Hi [Customer Service Rep. Name],


Just an FYI: original vendor FreestyleExtreme.com filed for bankruptcy; their services and website are no longer available. Considering our previous correspondence with home office, there is basically no post-sales support available.


Link to press release: https://cyclingindustry.news/freestyle-extreme-ceases-trading-seemingly-blaming-brexit/


On a personal note: it was a pleasure dealing with you and I’m sure you did your best and a little bit extra!


[FireManC50].

____________________________



On Aug 9, 2019, at 12:43 PM, TCX Boots <[email protected]> wrote:

Yikes. Maybe there’s some reasoning behind them filing for bankruptcy.

Hey - lets do this…
Are one of these cobblers near you(?) and if they can fix the issue, I’ll personally Venmo or Paypal you the invoice.

(list of cobblers)


[Customer Service Rep. Name]


____________________________

Date: August 9, 2019 at 1:31:40 PM EDT
To: TCX Boots <[email protected]>
Subject: Re: New warranty submission from Warranty Form \ [...]

[Customer Service Rep. Name],

It is way nice of you to offer, but I’m good

Have a great weekend!

[FireManC50]
Attached Images
File Type: jpg 20190730_100750.jpg (97.5 KB, 9 views)
File Type: jpg 20190730_100906.jpg (103.5 KB, 8 views)
File Type: jpg 20190730_100919.jpg (109.6 KB, 8 views)
File Type: jpg 20190730_100929.jpg (141.3 KB, 8 views)
File Type: jpg 20190802_153000.jpg (91.0 KB, 7 views)

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post #2 of 8 (permalink) Old 08-09-2019, 03:39 PM
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Sorry to hear about your boots and that you've run into issues getting warranty on them. I've got a pair of TCX X-square boots that have a lot of miles on them and they are still holding up well. I've even worn then as regular shoes for a week when my tennis shoes had a blow out and I didn't have time to get replacements.

I bought mine from Cycle Gear exactly for this reason though. I have purchased a lot of stuff from Cycle Gear and the few times I've had an issue the store has not even stopped to think before replacing it for me.

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post #3 of 8 (permalink) Old 08-09-2019, 04:33 PM Thread Starter
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Nearest reputable motorcycle gear store is far from me, but I'll make it a point to buy from retailers and brands that stand behind their product.

The whole situation, and especially TCX home office attitude, got me pissed-off a bit ($250 is not a $3 gasket), otherwise I wouldn't have been so persistent. That said, I've placed a few warranty claims for online purchases before (general products, and motorcycle gear specific), and manufacturers always stood behind their product. Leave and learn...

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post #4 of 8 (permalink) Old 08-09-2019, 06:11 PM
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I'm definitely not questioning your experience and I completely understand your dissatisfaction with the situation. I would be upset too. I just felt like your post made it sound like TCX boots weren't good quality and I've had a completely different experience with it.

As for warranty claims, I have never made one directly to a manufacturer honestly, I always deal with the retailer that I purchased them from. Personally, I look at the manufacturer to judge the quality of my purchase, but I look to the retailer for the customer service relationship. There may not be any stores nearby for you, but Cycle Gear has an online presence and I would expect that the customer service there would be similar to the in-store experience I receive. I also know that Revzilla is a sister company of theirs and they have a great reputation for taking care of their customers. I will happily pay a bit more for an item from a reputable dealer that I know will take care of me if there are issues in the future.

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post #5 of 8 (permalink) Old 08-09-2019, 06:54 PM Thread Starter
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Well, it was not my intention. It is ok to experience an issue with a product, it is a different story to how a manufacturer deals with it. Cycle gear it is next time &#x1f642;
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post #6 of 8 (permalink) Old 08-09-2019, 10:55 PM
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Here is a link to my favorite pair of riding boots. They are on a great sale, I am thinking about getting another pair to store for later. Great for the summer and waterproof. I have several thousand miles on them and they are in almost new shape other than the riding scrapes I have put on them. Comfortable for some walking around.


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post #7 of 8 (permalink) Old 08-09-2019, 10:59 PM
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I have learned a warranty isn't worth much as they companies usually leave themselves some kind of workaround. Very few companies are good with warranties. I have returned something to Cycle Gear, no questions asked and got a replacement. My return was a jacket or something with non-working zippers. I'm not even sure they looked at the zippers.


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post #8 of 8 (permalink) Old 08-10-2019, 06:26 AM
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"I bought it on line, now they won't honor the warranty"...

What do you expect when you cut out the middle man and save a few $$$. We shop on line, because of the convenience, then we scream like a stuck pig when the product doesn't meet our expectations and nobody will do anything about it. Why? Because they are a faceless entity, floating in the ether. Most of the "stores" you shop are nothing more than direct pass throughs to he manufacturer who add a few points of margin for the convenience. They stock nothing, they pay no tax on the inventory and have zero skin in the game.

I have been preaching from the mountain top about how dangerous an E-Economy is, but nobody wants to listen. Just keep ordering with the click of a mouse.

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