Effervescent
Registered
I sent my Santi drysuit to Halcyon (Santi's US service center) to get my boots fixed under warranty and they ended up putting in a new $400 zipper without my permission.
I asked Halcyon why I was never notified about the zipper. I never had a problem or leak with the zipper before so I was surprised when they replaced it. Here is the response I got from Mark Messersmith, COO of Halcyon, about their official policy:
"As a Premium Brand company I empower our team members to solve problems and increase customer service everywhere possible. Sometimes this includes performing needed services without prior approval."
I told both the COO of Halcyon and the CEO of Santi that I believe that this is an unethical and illegal business practice. Mark Messersmith disagreed and stated that he believes that "most [customers] will choose to pay us for this added level of care".
Mark never apologized for the mishap. Instead, he said "enjoy your new zipper at no charge" insinuating that I perhaps am the one conning them.
I am currently in the process of disputing the unauthorized zipper replacement charge with my credit card company.
I completely disagree with their policy and was wondering if this was an acceptable business practice for Halcyon and Santi.
Here is a link to my emails between myself an Halcyon (I have redacted my personal information): Halcyon-Santi Drysuit Emails.pdf
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Update 8/22:
Halcyon has addressed this issue and I appreciate Mark's assistance on the matter. I have included a summary of the outcome in this post. Thank you everyone for the feedback.
I asked Halcyon why I was never notified about the zipper. I never had a problem or leak with the zipper before so I was surprised when they replaced it. Here is the response I got from Mark Messersmith, COO of Halcyon, about their official policy:
"As a Premium Brand company I empower our team members to solve problems and increase customer service everywhere possible. Sometimes this includes performing needed services without prior approval."
I told both the COO of Halcyon and the CEO of Santi that I believe that this is an unethical and illegal business practice. Mark Messersmith disagreed and stated that he believes that "most [customers] will choose to pay us for this added level of care".
Mark never apologized for the mishap. Instead, he said "enjoy your new zipper at no charge" insinuating that I perhaps am the one conning them.
I am currently in the process of disputing the unauthorized zipper replacement charge with my credit card company.
I completely disagree with their policy and was wondering if this was an acceptable business practice for Halcyon and Santi.
Here is a link to my emails between myself an Halcyon (I have redacted my personal information): Halcyon-Santi Drysuit Emails.pdf
==============================
Update 8/22:
Halcyon has addressed this issue and I appreciate Mark's assistance on the matter. I have included a summary of the outcome in this post. Thank you everyone for the feedback.
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