The question is finally over. North has recognised the warranty for my board and yesterday I received the payment for the refund. The first email with photos was sent to the dealer the 26 October, about four weeks ago. I have few points that I want to make to define the conclusions of this story and identify the lessons that could be learnt.

-First of all I genuinely think that my board had a construction/material defect and I thank a lot North and my dealer to have supported my thesis.
-However, I think that four weeks is not quick enough for a good customer service; especially because they haven't changed the boards, which means that there are not freight delays involved in the process.
-I found quite annoying that during this process I had most of the dealers supporting a theory where the surfboard cannot be cover by warranty unless you keep them in the garage and they break by themself. Nobody had even tried to give me a technical explanation to my questions, which could justify the board being broken in such a way. I can understand that dealers can't be selected based on technical knowledge but I also think that a quality customer service should also provide technical support, capable to answer technical questions from the customers.

Now, I can finally look for another board. Any suggestions?

Unless they've got got good lawyers and insurance I don't think anyone would be keen to shape you a board!

aleamodio said...

Now, I can finally look for another board. Any suggestions?

You got the result you wanted and you're still complaining?

Quit water sports and take up golf.

dave...... said..

herbyburger said..
Unless they've got got good lawyers and insurance I don't think anyone would be keen to shape you a board!

I strongly disagree. I sent this guy a PM as everyonewas bagging him out. Any decent shaper knows the weak points are the rails on a surfboard. Not knocking North but any manufacturer that tucks the glass into the middle of the rail to save money is asking for trouble. The board flexes as it should and the board cracks as theres no glass to reinforce the resin. Surfboard 101.

Aleamodio, get the payment, go to Katana in Osbourne Park since youre in Fremantle.Talk to Dave Smith and order a board. Buy a $200 PU board while you're waiting for your custom board to be shaped, go buy yourself a nice bottle of your favourite poison and you'll still have money from your refund.

Disclaimer: I went to school with Dave. He is a master-craftsman with anything Watersports. He has made windsurfers, Mals, high performance surfboards and his own boat since I've known him. He also shreds in the surf.

Thanks Dave. I will take your advice.