I would expect a full refund for the paddle, its useless like that anyway and a waste of money to post it back, ebay actually have a firm refund policy and quite frankly I would demand a refund for the paddle and bag or a replacement sent out, you will just have to do what you can with the board.

That is terrible...Unbelievably bad. I'd ask the seller for a full refund and shipping at their cost. If they don't come to the party then complain to ebay.

Thanks guys, yep so dissappointing as I saved up for months for this board and package.

Not sure what to do as I bought through their website direct rather than eBay where they're advertised for $1,200! I don't think eBay protections apply :(

I've learnt a valuable lesson.

Thanks vector for your review and photos. I was seriously considering getting a SUP package like yours, but after seeing this, I've changed my mind. It's a shame people get away with this. Have you considered calling your bank or the Fair Trading Office/Ombudsman? I'm sure they'd be interested in your case.
Peace!

Without a doubt Office of Fair trading

I had the delimination on a my first Ke Nalu paddle. This was replaced no questions asked

Its one this to bring in boards etc, but if you dont back up your product then this reflects poorly on the industry as a whole and which is why those who have been around for a while would look to push someone initially to a 2nd hand board and good paddle rather than a cheap entry level product.

As mentioned above try fair trading.That is appalling customer service that should not have to be tolerated by person buying a new product in good faith.Good luck with your outcome.

Hi everyone ecs here, I apologise for the length of this post however I feel it necessary to provide further facts about this regrettable incident.

Vector229 purchased a new 10??? wide boy SUP package as stated by him. Unfortunately the board sustained damage to the tail DURING transit. Also as indicted in the original post insurance is not offered on paddleboards. Its not the case that we do not offer insurance, it???s the policy of Star track express whom we ship with. Our item description states;

???Please note transit insurance is no longer offered on longboards or paddle boards by the freight company. Whilst all care is taken in packing items, ECS boards assume no responsibility for items damaged in transit. You may wish to obtain your own marine transit insurance or we are happy to ship with a company of your choice???

Upon receipt of the board vector229 notified us of the damage. Even though the board was damaged during transit we offered a partial refund sufficient to have the board repaired out of the good will of our business and not something that we are liable for being a transit related issue. Vector also notified us about the paddle and bag to which I requested further photos but did not receive. This was so that I could forward the pictures to the paddle factory and obtain a replacement for him. It appeared to me that the handle had rubbed the paint off the logo during transit which vector concedes however this should not have occurred and I mentioned that I would be speaking to the bag manufacturer about this. It was also at this time we offered vector the opportunity to return all items for a full refund less freight. This return policy is again clearly stated on our ebay page and is 100% in accordance with Fair trading which can be viewed in the earlier post by Matt18 and under RETURNS states;

???You are responsible for returning the product, unless the cost of doing so is significant. In this case, the business must organise and pay for the return or exchange.???

At no time was the return rate discussed and I am not sure where the $300 vector stated came from. The actual rate would only be $45 to return the item. Original freight is free for the purchaser and met by us. Vector also stated that he must be home for the courier to collect the board which again is incorrect as the board can be left in the same location for collection as it was delivered to.

At the time vector agreed to have the refund for repairs and did not wish to return the items as it would be an inconvenience as stated by him.

After the initial correspondence, I contacted the factories to have replacement items sent. At this time we left the country for the US where we were exhibiting at Surf Expo for the week returning after the post. We again offered a full refund for the items however vector has decided to accept the original refund for repairs and replacement paddle and bag.

We regret this entire mess again largely due to us being out of the country and breakdown in communication. We have certainly learnt from it and wont make the same mistake again.

For the information of others posting, we do not provide ???cheap??? products. Yes our prices are somewhat cheaper than the bigger brands due to overheads. Our boards are manufactured in the same factory as Naish, F-One, Star board and other world leading brands. The paddle and bag factory also make for world leading brands. We have been in the industry for about past 8 years and continuing to grow. We pride ourselves on quality products at reasonable prices and have achieved 100% positive rating score on our ebay store with over 560 responses to attest to our quality and service.

Cheers
ECS

laceys lane said...
thankyou do you have a link for information about the company, boards etc. i would like to have a look- with a open mind after reading your post.


cheers

www.ecsboards.com.au

Supdog said..

Guys I've seen some of you and I can assure you your whiz bang brands aren't increasing your talent levels.

This sums it up perfectly. Well done.

ECS good for you on trying to resolve the issue with Vector, but for peace of mind for all involved, have you ever considered a change of transport co. that provide insurance for shipping your product?

Leroy13 said..

Bolero said..

ECS good for you on trying to resolve the issue with Vector, but for peace of mind for all involved, have you ever considered a change of transport co. that provide insurance for shipping your product?

Bloody great idea!! Seriously why don't all the surfcraft companys get together buy a three tonne van and do a run from the Goldie to Perth every week. Hire two drivers and have it set up properly (purpose designed) to move boards from one side of oz to the other have a sleeper section in the back so that one drver can rest. If you all kicked in it'd cost bugger all. You could have two teams one week off one week . Something to think about anyway. There are all sorts of different ways of doing it successfully and cheaply, but msake it surfcraft only!! YOU don't need an endorsed license for three tonners and you'd minimise this problem and probably even make money by putting all profits in a pool and the dividing it uo at the end of the year on a pro rata basis??? Think about it guys Sharpie your Van would be perfect!!

pohaku said..

Thank you finally someone summed it up!

That's what I was trying to say Dylan, you've (your boss) an excellent mentor there, plus, if I weighed as much as one of my legs weighs I'd be chasing you around to get me one of those brushed Carbon beauties. The problem was that everyone on the Central Coast, Newcastle and Forster /Tuncurry area knows how good ECS boards are but no one else did. Now If you stop to think about it, one complaint in what 6 or 7 years? That is an incredible testament to the quality of your boards..

BTW Dylan thanks for your hospitality whilst I was up there. I had a blast at that comp and that whole area in general. Not many hot young guys take the time to talk old wannabe's like me. Your'e a nice bloke which this thread was very upsetting. How did you let Sharpie win (Taking too many photos ). Did he sewl Cooper onto you?? It's bad when your dog looks better than you do!!. Just f------n with ya Sharpie You know if I had a dog, it'd be a fat, one eyed, three legged kangaroo dog. Sad but true. You guy's have been scoring nice waves up there lately. I can't believe Swellnet never mentions Stockton??? Nor Boomerang beach or Elizabeth bay. It's not like they're secrets are they??