Re: MISTRAL - A VERY PATHETIC STORY

From: Allen H Zimmermann (allen.zimmermann@gte.net-DeleteThis)
Date: Thu May 25 2000 - 20:04:00 PDT

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From: "Allen H Zimmermann" <allen.zimmermann@gte.net-DeleteThis>
To: <wind_talk@opus.labs.agilent.com-DeleteThis>
Subject: Re: MISTRAL - A VERY PATHETIC STORY
Date: Thu, 25 May 2000 20:04:00 -0700
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Buy local, buy custom, be happy!
-----Original Message-----
From: Colon, Bill <BColon@eTranslate.com-DeleteThis>
To: Multiple recipients of list <wind_talk@opus.labs.agilent.com-DeleteThis>
Date: Wednesday, May 24, 2000 4:31 PM
Subject: MISTRAL - A VERY PATHETIC STORY

>This is a very true, yet very pathetic story about Mistral's customer
>service practices. This letter was sent to Mistral over six months ago and
>no response has yet been received. My goal in posting this letter is only
>to disclose truths about Mistral's service so that all readers can make
>educated decisions when considering the purchase of a new board.
>
>TO MISTRAL:
>
>I write this letter to inform you that Mistral has successfully converted
>two dedicated Mistral sailors to very, very unhappy customers. Mistral's
>repetitive demonstration of its poor business practices have convinced my
>brother and I that Mistral's warranty policy is short of legitimate and
that
>Mistral places little, if any, value on their customers. Mistral can be
>guaranteed that my brother and I will never purchase a Mistral product
>again, never recommend one to windsurfing newcomers, and certainly never
>speak highly of your products in our respective windsurfing circles.
>
>Unhappy Story 1: San Francisco
>
>I purchased a Mistral Screamer 260 in February, 1998. The board rode
>beautifully. The volume fit my weight, ability and San Francisco sailing
>conditions perfectly. In fact, the board was so fun that I recommended the
>260 to my brother who sails on Martha's Vineyard and the Cape.
>Unfortunately, I did so a little too early. After only 20 - 30 sessions in
>the Bay, my board began to soften under the heel pads, take on water, and
>delaminate on the bottom side of the front half of the board. After
months
>and months of phone calls on my part, I finally received a warranty
>replacement board in March 1999.
>
>The replacement board lasted less hours on the water than the original,
>before similar symptoms of defective manufacturing developed. The board
>quickly softened on the underside of the front half of the board. To give
>credit where credit is due, Jeff Johnstone relentlessy returned my calls
>over practically the entire season that it took us to find a mutually
>convenient time to meet. Unfortunately, Mr. Johnstone denied my warranty
>stating that the delamination on the bottom of the front of the board was
in
>fact softness due to less layers of glass used in the manufacturing
process.
>Less glass used in that section - true; reason for the board to be soft to
>the touch of the thumb - ludicrous. Unhappy customer number one!
>
>Unhappy Story 2: Martha's Vineyard
>
>My brothers experience was different, but equally lame. Tim pulled his
>Screamer 260 out of the plastic in May 1998 only to find delamination
around
>the skeg box. The board was replaced with one of lesser quality. Hard to
>imagine, but true. This board suffered from a soft deck around the foot
>strap area and eventually the rails and the deck completely cracked on the
>tail of the board. After many justifiable requests for a refund or an
>option to chose a replacement board, Tim was sent a Mistral Flow as a
>replacement. Unbelievably this board was again defective right out of the
>plastic, suffering from cracked rails in the tail. To count, Tim has
>received THREE boards from Mistral and does not need any spare fingers to
>count the number of times he has sailed on a clean, non-defective board.
It
>gets worse. This time Mistral told Tim that he could not return the board,
>that this would be his last replacement, and that if there truly was
>something wrong with the board, he could fix it himself. Unhappy customer
>number two!
>
>It is reasonable and fair to deduct from our experiences that Mistral has a
>policy of replacing warranty boards with boards that are known factory
>defects. It also seems clear that Mistral's intention is to replace
warranty
>boards with defects until the one-year policy expires and then Mistral no
>longer concerns itself with its customers. Done deal, money in the bank.
>
>The quality of these boards and the warranty service provided by Mistral is
>completely and absolutely unacceptable. It is obvious to these former
>Mistral riders that your company places no value on customer service, no
>value on the customer experience, and most unfortunately, no value on the
>customer. As someone who has now spent, several years with one of the most
>successful retailers in the world, I would have the courage to bet this is
>not a long-term profitable business practice. However, Mistral can be sure
>that Tim an I will generously advertise this regrettable business
philosophy
>to all those we encounter, whether it be in the San Francisco Bay area,
>Martha's Vineyard and the Cape, or anywhere in between.
>
>I welcome your response if Mistral wishes to challenge any facts stated in
>this letter. As of the first of the new year this letter will be posted on
>several prominent Bay Area and National windsurfing websites.
>
>No longer your customer,
>
>WKC

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