Hobie rudder line problem

When I bought the kayak from Keith at CCK, he said just bring it back if anything happens to it. Well, where are you now Keith?

I can't speak to Hobie warranty, or other employees at CCK, but Keith is a man of his word.  I get the impression he's often out doing other things, so definitely contact him directly.  He's a good guy who stands by his customers.

[email protected]

"When I bought the kayak from Keith at CCK, he said just bring it back if anything happens to it. Well, where are you now Keith?" "That sucks, I bought my Revo at CCK too."

Ummm, first, I am sitting here reading this thread and wondering why I didn't pursue a career in comedy. Second, thanks Chuck for forwarding this to me so it won't go viral on you-tube, I hope. Third, and meaning no disrepect to anyone, but why don't you guys use your real names?

So, lucky13, we will fix your boat, no charge. You spoke with both Ben and Lai today at the shop; they are both very good with customer service. They have read the thread and regret their part in the interpretation. (In fact, Lai had submitted a warranty claim to Hobie prior to your posting this "buyer beware" warning!) Remember "Cool Hand Luke"? "What we have here, is a failure to communicate." I am not a ghost; if ever an unresolved problem, ask for me and it will get resolved quickly. Please call the store (again) and set up a time to bring it in. I am sorry for the misunderstanding.

Hobie's written two year warranty is included in the owner packet with all new kayaks. It does not exclude rudder cables. I suggest ALL Hobie owners read it so you know what is says. There is some normal manufacturer vagueness; but, in the greater scheme of things, Hobie and CCK are great companies and are not going to argue over a $30 cable problem happening within the 1st year of use. "Normal wear and abuse" is not covered. Once again, the customer dropped a bundle of loot for the boat, CCK will fix the cable. Case closed.

FishingAddict, you should not have to worry or think it sucks that you bought your Hobie from CCK. You have 39 years of successful business behind you. We have your back.

Cheers - Keith

Keith,
I want to thank you for the quick response and for the willingness to fix the issue. Let me also say that it was never my intention to discredit CCK. I was simply relaying the info to others on this wonderful forum. Failure to communicate happens all the time. I'm very glad that this is being resolved very quickly by the man who gave me his words. 
The $30 was never an issue. In fact, I emailed Lai regarding making an appointment whether the fix will be covered by Hobie or not. It is my opinion that the rudder line is such an important part of the kayak that Hobie should cover it within the warranty period. The kayak had been on the water less than 10 times since I bought it last year. I would like to think that Hobie would stand behind their product for something like this.

Anyway, I'll call in the morning. Thanks again for talking care of your customers!

ernest

p.s. Thanks ChuckE for looking after the little guys!!!

"When I bought the kayak from Keith at CCK, he said just bring it back if anything happens to it. Well, where are you now Keith?" "That sucks, I bought my Revo at CCK too."

Ummm, first, I am sitting here reading this thread and wondering why I didn't pursue a career in comedy. Second, thanks Chuck for forwarding this to me so it won't go viral on you-tube, I hope. Third, and meaning no disrepect to anyone, but why don't you guys use your real names?

So, lucky13, we will fix your boat, no charge. You spoke with both Ben and Lai today at the shop; they are both very good with customer service. They have read the thread and regret their part in the interpretation. (In fact, Lai had submitted a warranty claim to Hobie prior to your posting this "buyer beware" warning!) Remember "Cool Hand Luke"? "What we have here, is a failure to communicate." I am not a ghost; if ever an unresolved problem, ask for me and it will get resolved quickly. Please call the store (again) and set up a time to bring it in. I am sorry for the misunderstanding.

Hobie's written two year warranty is included in the owner packet with all new kayaks. It does not exclude rudder cables. I suggest ALL Hobie owners read it so you know what is says. There is some normal manufacturer vagueness; but, in the greater scheme of things, Hobie and CCK are great companies and are not going to argue over a $30 cable problem happening within the 1st year of use. "Normal wear and abuse" is not covered. Once again, the customer dropped a bundle of loot for the boat, CCK will fix the cable. Case closed.

FishingAddict, you should not have to worry or think it sucks that you bought your Hobie from CCK. You have 39 years of successful business behind you. We have your back.

Cheers - Keith

I see that you arent using your real name either. We have our screen names as something fun. You like fun dont you?  El Jefe.

Happy to hear that this is ending well.

Lai helped me with a purchase this past weekend and he went out of his way demonstrate the features; also making sure that everything was secure for the ride home.  I've purchased 2 kayaks from CCK and went away as a happy kayaker each time.  I wish I could say that I would buy another... but my wife would stab me with a dull knife.   

Being publicly upset over usernames is always a dead giveaway that person is not really part of the community. Still glad to see the business honoring the warranty though. Hobie's Rock! 

Lai is a super cool dude and very knowledgeable with the Hobies. I have always been very satisfied with the great service they provide. I'm saving up for the Adventure but I'll hold off till they have this great sale again.

Jedmo

I bought my AI from CCK and Lai was very helpful.  Had no problems with them so far.  I'm glad Keith stepped in and cleared the misunderstanding.

Rey

Jedmo when do they have there super sale on Hobies..

Pat R

Not sure exactly Pat but I had a 25% or was it a 30 when Dave and I bought the Revo together at CCK.

Jedmo

Jedmo if that deal comes back keep me in mind looking to buy myself one.

Pat R

So, lucky13, we will fix your boat, no charge. You spoke with both Ben and Lai today at the shop; they are both very good with customer service.

Hobie's written two year warranty is included in the owner packet with all new kayaks. It does not exclude rudder cables.

It may be none of my business, although I'm glad the issue at hand is taken care of, I'm going to offer a piece of advice for the next time this happens at your shop.  Instead of your employee's saying (not once, but twice) that something is or is not covered under a warranty that they instead say something to the effect of that "they are really sorry for the problem", and "let me see what we can do for you".  It's such a simple thing to do, to treat a customer's issue with respect, whether or not it's a warranty claim.

Cheers! 

I asked Lai what exactly is covered by the Hobie warranty. He said it depends. WTF that does that mean 

Actually, "it depends" is an appropriate response 99% of the time.    There's at least two aspects to assessing Hobie's warranty claim: 1) ID which assembly was damaged; and 2) the mechanism of damage, i.e. how'd it get that way.
Context is important, and I don't spite someone who tells me "it depends."  Just an opportunity for clarification, to see if your warranty claim meets the conditions of the warranty.  I really like AHO's suggestion of "Let me see what I can do."  Polite, immediately fulfilling, and completely appropriate.

Its obviously different when, say, Costco places no conditions on most purchases.  100% satisfaction guaranteed means consumer can be dissatisfied for any reason, or no reason at all, and the vendor must accept the return.

Here, CCK seems to have done the right thing, even if it took a few NCKA posts and a phone call to git er done.  Happy for you lucky, hope your back OTW soon

Not sure exactly Pat but I had a 25% or was it a 30 when Dave and I bought the Revo together at CCK.

Jedmo if that deal comes back keep me in mind looking to buy myself one.

Ya me too! I have a feeling my 9th yak m/b pedal-powered....

I drove up to CCK today and was greeted by JT and Lai. They were more than willing to help fix my problem. Lai actually walked me through the whole process and gave me a few tips. These guys are first class. I kinda regret having posted my experience here prematurely and should've given CCK proper time to respond my original inquiry. The fact that I posted here probably expedited the fix, but had caused some unnecessary churns. In the end, I got my line fixed by the dealer free of charge. I was treated by CCK employees in a professional manner. I hope my experience did not cause anyone to think negatively about CCK. I posted my experience here to warn others about the Hobie warranty (which turned to be a non-issue), and not tried to discredit anyone. I know my next Hobie will be bought from CCK. This thread was started as a request for info and I'd like to leave it at that. Thanks for all that had responded! Now let's go fishing!!!

ernest