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We have two great new accessories for Hobie Islands!
http://www.hobie.com/forums/viewtopic.php?f=71&t=56915		 Page 17 of 22
Author:  PeteCress [ Fri Apr 15, 2016 7:47 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Troy Childs wrote:
Missing parts.

Well, Hobie did not include all the parts with their Hobie Island Spinnaker Kit. I contacted them directly, but they did not apologize or care to help. In fact, they told me to contact the dealer about the missing screws and Eyelet Posts. The package was sealed, inside another sealed package... I do not see how this is the dealer's responsibility. One thing is for sure HOBIE USA does NOT take responsibility for missing parts in their product if you contact them directly for a timely solution. In fact, they take so little responsibility they can't even apologize for missing parts.

I contacted Austin Kayak, where I purchased my Hobie Island Spinnaker Kit...
My reaction would be that that's just the way Hobie does business: customer deals with the retailer, retailer deals with Hobie. .... One might like or dislke that approach, but it's one generally-accepted way to do business.

I predict you will be happy with Austin Kayak's servicing of the issue..... Especially if you are communicating via eMail..... I went round-and-round with them on a couple of issues and would say there was very little room for improvement in the way they handled them.

And I *had* some issues, believe me....
Author:  Troy Childs [ Fri Apr 15, 2016 7:55 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Yeah I'm a little annoyed that Hobie doesn't take an above an beyond approach to resolve issues with a brand new product. Why even have the ability to talk to hobie through their website if all I'm told is talk to a dealer?

I guess I expected more than the Walmart response from Hobie. I didn't realize it was aggressive to expect and voice my need for help with a product directly rather than rely on the dealer/megalocorp hobie partnership and sophisticated array of complex infrastructures to resolve an issue with a few parts I can order on ebay and have in 2 days for $20. Sad that people worry more about what everyone thinks these days than voicing exactly how they feel to the best of their abilities IMO.

Also, no I wasn't this peeved/annoyed/aggressive or however you read into my poorly written summary of my problem. The fact that this didn't get resolved easily has made me so!
Author:  PeteCress [ Fri Apr 15, 2016 8:08 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Troy Childs wrote:
That is until I got literally no apology (apology is admitting fault, really did feel like I was talking to Walmart) for the complications with my incomplete kit.
If some poor soul working the Hobie Corporation phones for minimum wage and who gets timed on their bathroom were to read one of their company-authorized Apologize to Customer scripts to me, I do not think it would make me feel any better.
Author:  Troy Childs [ Fri Apr 15, 2016 8:14 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Lol agreed. I'm totally disappointed with everything about this kit so far. I suppose it is a bit much to expect anyone at hobie to just mail me some parts depending on how you look at the situation. IMO an incomplete kit on top of the other issues discussed here is disappointing to see.

My disappointment is blinding my rationality. Businesses run the way they do for a reason. I own one in fact and the main reason my business has dwarfed the others in our area in half the time is one thing and one thing only, customer service.

Perhaps I value service too much and am imposing on Hobie when I automatically expect to receive my missing parts that I have paid for without a hassle from them, just because I asked directly.

I'm sure I'll get the parts, but that's not the point of an open discussion now is it? Information and experiences are going to happen. I just happen to be THAT guy this time but the information provided holds merit and I'm not going to do some courtesy after receiving poor product, poor (limited) service, if that is what you are implying by pointing out the obvious ways of the world.

I believe I've taken up enough space and time here. There's not much left to say. I'll update when I receive my missing adventure island spinnaker kit parts.
Author:  tonystott [ Fri Apr 15, 2016 9:46 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Troy, I still reckon you are being way too tough on Hobie. If you had a problem with your Chevy (for instance) good luck getting someone in Detroit to help you.

My local dealer (in a small regional town some 400kms away from Hobie's Australasian regional HQ) certainly isn't perfect, but I can rely on them to contact Hobie within a few minutes of my request, and get a response within the same day. I see many favourable mentions of Austin Hobie in the forum, so they should look after you.

Good luck getting things sorted.

PS My beef with Hobie is that my spinnaker is on backorder yet we are just starting autumn here - no snow shoveling down under!
Author:  uspmd1 [ Fri Apr 15, 2016 6:50 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
I did as well come up with missing parts. Only minor stuff. The wind indicator nylon washers were omitted from the kit, and the red wind flag was so tight on the mast it would not turn in a 30 mph wind.
I simply contacted Fastlane sailing in San Diego with an e-mail after a phone call and they stated they would forward to Hobie for correction. I suspect it will show up in the mail soon.(no Hobie dealer in LAS VEGAS)

AS for the kit install, It was fun and easy, the video was helpful, more so than the instruction booklet
I would have liked to see more suggestions on snuff bag location placement and pulley mount as it makes it hard to snuff from the rear seat on a Ti based on the instructions(line binds trying to pull thru the block, as the block is forward the rear seat on the TI, not so on the Ai), I think in hindsight I will be able to work around this (may just have to reroute the line thru the block and add a cleat to set tension).

As for using the sail in the driveway(will try at the lake this weekend if the 30 knot winds die down by Sunday)
I was unable to snag the halyard line with the main while furling, however i must admit I wasn't approaching the dock with both sails up which is when i sometimes make poor decisions , I suspect 2 sails will require me to be up on my sailing game, one day there will be an APP for that

Image
Author:  Troy Childs [ Sat Apr 16, 2016 8:33 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Update! Very fast response from Hobie.

Good morning,

I have copied Austin Kayak on this email to make them aware that we will be shipping you these missing parts. We require the dealer to be in the loop, because they received the product before passing it on to you. In the future please direct any and all missing parts or questions to the dealer you purchased the product from.


Liz Wells

Parts Department


Liz took care of me in just a single complaint about the inconvenience and how my expectations were not met. Very satisfied with the response. Will update when parts get here but I'm sure they're on the way! Again, very satisfied with the response from Hobie the second go around. Apparently they are capable of very good service if you ask, at least this one time since it is not really their policy to work outside of the dealers. This is understandable as it protects the dealers and manufacturer network/pricing and keeps things rolling.

If your kit is missing parts contact the dealer immediately, Hobie is prepared and ready to help through their dealer network for the best service. I made a mistake of going outside the dealer/seller and it was not the best course of action.
Author:  tonystott [ Wed Apr 20, 2016 6:00 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Glad things are working out well for you. I bet you will find that your relationship with your dealer will enhance your enjoyment of your Island. I al;ways call in on mine when I get a chance.
Author:  Yakass [ Tue May 03, 2016 10:50 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
So we received the spinnaker kits at SLH recently and wasted no time installing it and getting out on the water to try it out. We were suitably impressed. Definely an interesting proposition for anyone determine to reach maximum sailing performance from an Island
Author:  tonystott [ Wed May 04, 2016 3:16 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Thanks heaps for posting that Josh - dare I guess that you had input into making that video!

I am sure many new owners of the kit will be eagerly watching to pick up clues on successfully using the kit (just installing mine right now). I lost count of the number of hoists and retrievals - that was a tiny sailing course, and there were zero tangles

BTW, I think many of us can relate to the last scene in the video - the one that got away lol.
Author:  Yakass [ Wed May 04, 2016 5:01 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Your welcome Tony. And yes, that was me behind the camera and the editing software as well. :wink:
Author:  Jbernier [ Thu May 05, 2016 10:16 am ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Yakass wrote:
Your welcome Tony. And yes, that was me behind the camera and the editing software as well. :wink:


Pie-Weight division? All that Tiger training came in useful - shows how well the kit works stock - but I know people will want to tweak it to their personal preference as well. Nice video Yakass!
Author:  Yakass [ Thu May 05, 2016 4:01 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Haha... Pie Division - Scott will get a giggle out of that! And yes, he certainly made using the spinnaker look easy. He had a ball during the field test to.
Author:  Hogman [ Sat May 07, 2016 4:58 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
Short video of Tandem Island with spinnaker. Definite speed difference.
Author:  stringy [ Sun May 08, 2016 9:48 pm ]
Post subject:  Re: We have two great new accessories for Hobie Islands!
I enjoyed watching both those videos Yakass and Hogman. 8)
It's great to actually see the spinnaker in action.
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