Rip Curl The Search: for customer service!

[scribel]

On the 05/08/2011 I contacted my shop regarding a warranty issue with a Rip Curl shorty. I also mentioned that I have a faulty E-Bomb steamer. The stitching is falling apart. The shop was very helpful and forwarded the message to Rip Curl (Rip Curl is on stealth mode: no way to contact them directly). A couple of reminders later I received a message from the shop on the 12/09/2011 that Rip Curls `wetsuit manager´ is unsure about the correct procedure: does each wetsuit individually need to be returned to the shop it was purchased from; can one shop take delivery of both wetsuits or can I send them directly to the service centre. To this date Rip Curl has not sorted out this major, major problem……

I am currently in Portugal, we have good waves and I am reluctant to send two wetsuits away for an undetermined time. If it took Rip Curl almost two month (not!) to figure out a return procedure, how long will it possibly take to handle the actual case? The steamer is under warranty and definitely not repairable. I sent lots of pictures of the wetsuit and suggested to pay the price difference for an upgrade to a new seamless wetsuit. I offered to send the old one back once I have the replacement. No reply.

What would you suggest? Does somebody have an email address of somebody higher up at Rip Curl? Rip Curl used to have an excellent customer service, in Hossegor and in Newquay. They always stood behind their products. That is one of the reasons why I always bought Rip Curl wetsuits.

I do apologise for the long post.
Axel

[ctbassman]

The return process is easy. I just had to return a suit, and once at Rip Curl I had the suit back in less than a week. You can send the suits back yourself and pay the shipping if you don't want a shop to handle it. You can have any authorized Rip Curl dealer send them back on your behalf, it does not have to be the shop that you purchased it from. I bought mine in a different location than the one I had return it for me. The only thing Rip Curl requires for a warranty issue is to have a copy of your sales receipt or invoice to prove the date of purchase to establish the service they provide you is covered under the warranty period. It was really simple, don't know why your shop is being such a PIA over such a simple procedure. Hope this helps.

[surf patrol]

Thanks for that ctbassman, & welcome to Surfing Waves.
I've heard nothing but good feedback when people have had problems with wetsuits from the big surf brands.
scribel, here's Rip Curl's European headquarters details if it helps:

407, avenue de la Tuilerie 40150 SOORTS HOSSEGOR
ph: 33 5 5841 7800 / 33 5 5841

[billie_morini]

Rip Curl is in stealth mode and no way to contact them directly?
I found this.

http://ripcurl.com/?ripcurlservicecenters

USA
Rip Curl USA
Watch Service Center
3030 Airway Ave
Costa Mesa, CA 92626
USA
Tel: 714 422 3642
Fax: 714 422 3602
Hours 9am to 5:30pm MON-FRI
Email: service_center@ripcurl.com Canada

Rip Curl Canada
130-2155 Dollarton Hwy
North Vancouver, B.C.
V7H 3B2 Canada
Tel : 604 987 2875
Fax : 604 987 2805
E-mail: servicecentercanada@ripcurl.com

Australia
Rip Curl Pty Ltd
Watch Service Centre
101 Surfcoast Hwy,
Torquay, Vic. 3228
Tel: 03 5261 0022
Fax: 03 5261 4700
Hours, 9am to 5.30 pm Mon-Fri E.S.T.
E-mail: service_centre@ripcurl.com.au Brazil

RC Brazil LTDA
Watches, Wetsuits and Eyewear Service Centre
Av. Miguel Estefno, 4544 Enseada,
Guarujá – SP
Cep: 11440 - 534 Brazil
Tel: (13) 2101 0547 and 2101 0546
Fax: (13) 2101 0510
Horário: Segunda à Sexta das 9:00 às 18:00 horas
E-mail: tecnico@ripcurl.com.br

New Zealand
Rip Curl NZ
Watch Service Centre
58 Apollo Drive,
Mairangi Bay,
Auckland, 0632
Phone: (09) 477 0373
Fax: (09) 475 9751
Hours: 8.30am - 5.00pm Mon – Fri
Email: servicecentre@ripcurl.co.nz Europe

Rip Curl Europe
Watch Service Centre
407 av. de la Tuilerie
40150 HOSSEGOR
FRANCE
Tel : +33 558 417 818
Fax : +33 558 417 809
Email: watchdept@ripcurl-europe.com

England
Maker Mends LTD
PO Box 6003
Basildon
SS 156 BR
United Kingdom
Phone: 44 1 268 546 546
FAX: 44 1 268 546 100
E-mail: enquires@makermends.com Portugal
Ourtime Watch Service Centre
Rua Dr. Barbas de Albuquerque,
N.°13 Vila de Rei
2670-678 Bucelas
Phone: (+351) 219 681 296
Contact Person: Sr. Jorge Augusto

Spain
Rip Curl Europe
Watch Service Centre
407 av. de la Tuilerie
40150 HOSSEGOR
FRANCE
Tel : +33 558 417 818
Fax : +33 558 417 809
E-mail: ewatchdept@ripcurl-europe.com Indonesia

Rip Curl Indonesia
Watch Service Centre
Jl. Sunset Road 69
Kuta, Bali
Indonesia 80361
Tel. 62 361 754455 ext 401
Fax. 62 361 751745
E-mail: service_centre@ripcurl.co.id

Thailand
Rip Curl Thailand
13/16 Vipavadeerangsit Rd.
Tungsonghong, Laksi
Bangkok, Thailand, 10210
Phone: +662 9549738-42
Fax: +662 9549743
E-mail: service_center@ripcurl.co.th Malaysia
Wicked Wave Sdn Bhd
No. 12 Jalan PJU 3/49
Sunray Damansara Technology Park
47810 Petaling Jaya
Selangor
Malaysia
Tel : (603) 7880 3821
Fax : (603) 7880 3822

Argentina
Cristobal Colon
Watch Service Centre
Saenz Valiente 2248
(1640) Martinez,
Buenos Aires - Argentina
Tel/Fax: 11 4717 0256 – 11 4717 6033
E-mail: ripcurl@cristobalcolon.com Peru
The Curl S.A.C.
Watch Service Centre
Los Negocios 115 Street.
Surquillo – Lima
Tel: 702-9881 / 702-9882 extension: 115
E-mail: fgambetta@ripcurl.com.pe

Chile
Rip Chile S.A.
San Ignacio, 1001, 3 Piso
Centro Empresarial
Buena Ventura Quilicura
Santiago, Chile
Tel: 562-387 75 00
Fax: 562-387 75 30
E-mail: teresapg@ripcurl.cl South Africa
Beach Access
Watch Service Centre
232 Stamfordhill Road,
Durban 4001, South Africa.
Tel: 31 312 8968
Fax. 31 303 9440
E-mail: nicholas.baldwin@toxicink.com

[scribel]

Thanks guys for the answers!

I also had previously good experiences with Rip Curl. They were super helpful when we met them in Hossegor a very long time ago or a couple of years ago in Newquay. I now live for most of the time in Portugal. There is no chance just to stop by at the office for a chat and to clarify things. I thought it is reasonable to contact them first with pictures and find solution upfront before I post two wetsuits in the middle of our season. I firstly used the email address for the service centre (thanks Billi!) but go no reply. I than asked the shop to forward my questions. The reaction after two months was as described. Hence I wondered if somebody knows how to contact Rip Curl directly (and receive a reply!). I tottally appreciate that they are a busy company and cannot reply to every email. But they should reply to emails submitted through a Rip Curl dealer.

[surf patrol]

I tottally appreciate that they are a busy company and cannot reply to every email. But they should reply to emails submitted through a Rip Curl dealer.

They should definately reply to someone who has an issue with one of their products.

[drowningbitbybit]

Several years ago, I had a similar experience with RipCurl regarding a suit that fell apart almost straight away ("RippedCurl") - I did get replies from them, but they didnt know their @rse from their elbow. I kept getting told different things and different dates. They did tell me they'd send me a new, upgraded suit, but then didn't and it took several weeks to get the original repaired one back. I wasn't impressed.

[surf patrol]

(the title of this thread cracks me up)

[scribel]

Hey drowningbitbybit,

A friend made a similar experience than you did. To prevent spending a fortune on postage and getting an unrepairable wetsuit cobbled together, I wanted to contact Rip Curl first. Basically every stitch is now a big pinhole, both sleeves are ripped along the stitching, my duck-diving knee has a big hole (okay, okay bad technique - but I am too old to change now) and the neoprene on both shoulders is totally worn (if I hold it against the light it looks like starry night). I wanted to provide as much evidence as possible for Rip Curl to make a preliminary decision before I send the wetsuits to the service centre.
Sensible or not?

[scribel]

I will contact the Service Center again. I will keep you informed.

[scribel]

So...I followed the advice here on the forum and gave Rip Curl another chance. I wrote another email to the service centre (see Billies post). Again no reply. That is SERIOUSLY, SERIOUSLY bad customer service!

Any suggestions of what to do next? They seemed to be all Searching...............

[surf patrol]

have you tried giving them a ring yet?

[billie_morini]

sometimes there is no substitute for phone call. email doesn't always work

[sbkk]

Let me weigh in on Ripcurl Thailand. Ripcurl has many retail theme stores in Thailand. I believe the factory is in Thailand for some products.

The board shorts are quite pricey (G7 standards) but convenient since they have many stores. The welded pocket became unwelded in 2 out of 3 board shorts. Store told me no warranty on them. 70 USD or more a piece and you are on your own. I had the pockets sewn by a tailor.

Nice if the advanced tech welding is smoother than stitches but not nice when the entire pocked comes unpeeled.