I just wanted to share a pretty positive experience I've just had with Phil at Kite Surf and Sup. Let me just say from the outset, that I have absolutely no affiliation with Phil at a personal level OR, with his shop or any of his brand - so all you haters out there who love to turn a good news story into something negative, back in your box!
Recently I've had some recurring issues with a particular kite –I'm not going to get into specifics as I Iove the kites, and have had no such issues with my second size - so all you brand bashers, back in your box! The kite is less than a year and a half old, and apart from it's first summer season (if you could call that a season) has only had a handful of winter runs in that time, so really, still pretty new although out of it's warranty. Phil had the kite repaired at his own cost on the second occasion I had to take it into him whilst lending me one of his demo kites during the time it took to get repaired. On the third occasion, he was good enough to concede that maybe this kite was just one of those duds in a batch. He then took it upon himself, and at a loss to him personally, to give me a brand new kite where others may have persisted with passing the blame on down the line.
I reckon that sort of good will is pretty rare these days. Like most of us, I'm not immune to the lure of an online deal, but I have to say that this experience has shifted my views on that. Excellent service and understanding is not so easily found if you're having to deal with something like this online. So now I say, support your local dealer!
Onya Phil, much appreciated

Back in June I went to Phil's Dakine 2012/13 gear launch and had plenty of free beer and pizza.

I bought a new waist harness that was on special that night used it 4 times and decided I should have got another seat harness. So I emailed Phil and asked for a price (not a refund) on the Fusion seat harness and he said bring the waist back and he gave me full credit towards the new seat.

His service could only improve by having free beer and those wood fired pizzas every night. 10/10

funny me and my mate where just talking about the new fuels.. when are they due to arrive?

puppetonastring said...

Aww Shucks - thanks guys.
Its not difficult to be accussed of 'great service' when its just a matter of being a kiter helping other kiters to stay on the water & get the most possible out of it.

As the topic is 'great service' I might be allowed to add here that from this weekend on every new kite bought at Kite Surf SUP will come with a totally unconditional 3 yr warranty.
Yep - "unconditional" = any problem - even if you shred it on the reef at Gnarloo.
You wont get that on-line - unless its the KSS online shop.

sounds amazing, wish my local shop here in Melbourne offered warranty like that.. every issue i had cost me more $$ (and kites i brought off them were brand new)

Yeh great guy.Hope to be in there soon,
Just waiting for news on the shinn boards
Coming in,can't wait

Yep spread the praise where deserved. I also have some great customer service from Phil & Bec @ KSS.
Bring the wind Yeeeeeehawwwwww!