Why does Mares not give any contact details (address, phone or email) on its web site, and no email address on its instruction manuals?
Why is it necessary to communicate with Mares through a public bulletin board such as this one?
Our contact information is on our website under the Mares network tab / Distributors / America as are all other distributors throughout the world. We do not publish this in our manuals because distribution channels and service centers are always evolving and changing on a global level.
It is not necessary to contact us through this forum. I consider it an added service level we and a handful of other brands are extending to you. Under normal circumstances it is protocol to deal with questions, problems, warranty issues etc. through an authorized dealer. While this is normal protocol, we understand there are situations that need or can be helped by our company, and we are engaging 100% to try and fullfill everyone's needs. I hope this answers your question.
They don't like to be bothered except when it's convenient for them. How cool is that?
Jim, I'm not sure why you are of this opinion. Phil and I spend many hours here on the board over weekends, before and after normal work day hours, answering questions and finding resolution to problems in an effort to provide better service levels. In addition Phil and I also do our day job working for Mares. Our customer service center is open and available from 9am eastern to 3pm pacific Mon - Fri answering 97% of all calls within 1 minute or less. While this is not perfect I believe it is very good.
What's it going to be like when you need to speak to a big muckety muck ASAP?
Phil Mintz: Vice President of Mares U.S. is an active member on the board. He is accessible through the Mares sub forum, and or by PM. In our company, in the U.S. he is considered the Muckity Muck. Most of the time if you post in the Mares forum or PM one of us, it goes directly to our computer or phone. This happens pretty fast.
I think we are doing a really good job and I hope this answer helps you to see it as well.
Best regards,