Replacement board!!

[Brian]

Just been in contact with Billabong, check this out!!

Hey Brian,

I had a look at the photo’s and I agree with your comments about being a heavy footed surfer. If we had, as Darcy suggested glassed it dodgy it would be falling apart in other places. Our stock glassing is 4 oz bottom with a double 4 deck. You may prefer a 6x4 deck. The join line between the hard stringer and a relatively soft blank always will create a weak point if the board is hit just on the blank side. To move forward we would like to make you a board with a heavier glassed deck to prevent it from happening again (free of charge) and I would suggest to adopt it in future with your board ordering whatever brand you decide to work with. Send me an email with the board’s measurements along with your height and weight and we will get on it straight away. In the meantime, get a suncure repair kit and follow the directions on the pack to stop any water from getting into the board. It may take me a couple of weeks to get your board done so keep surfing that one for a little while and then send it back to us at 3/61 Ourimbah rd West Tweed Heads, 2485 and I will swap them over. Please give me also your address for delivery? I hope this will instill the faith that you have with the Billabong brand.





Regards

Damian "Bullo" Bullock

General Manager

JS Industries

JS who handles Billabong's glassing are going to shape me a new board free of charge because of my boards cracked decking!! awesome

I would definately reccommend Billabong...Both great boards and great service! I cleared this issue up in less than a week!

[Laguna]

WOW, thats awsome. Excellent company. I cant believe they are going to make you a perfect custom board just for your ability for FREE! lol thats amazing. Ive got a Billabong board so its good to know that they offer good service.

[Laguna]

You know when you first bought the board, was it an "off the shelf board" or did they custom make it for you?

[Brian]

It was off the shelf, I'll post my original letter of complaint to JS;

Hey Brian,

Our company is the one who Billabong gets to glass their surfboards. We pride ourselves and our company on quality, having said that we are also humble to problems that are caused in making a hand made product, be it our fault or not. Tim at Aloha in Manly is a professional friend of mine who will be expecting your call his number is 9977-3777. Please arrange a time to meet him and show him your board. Tim has been in the industry for a long time and can tell both of us what has happened to your board. From there I’m sure that we can satisfy your complaint and move forward so that your respect for the Billabong label and your choice of surfboard is not compromised.

Please feel free to contact me personally and let me know how you go.



Regards

Damian "Bullo" Bullock

General Manager

JS Industries

Dear,
Damien

The thing is, (I think its the guy) sold me a second hand board (apparantly his, a 6'3 Mitchell Ray Outer Islands board) and the same thing happened, the decking cracked, I traded in that board for the new billabong and I dont know why this keeps happening, its almost like a bad dream. I have owned boards before, and i have never had this kind of problem. This is why I would be reluctant to bring it in as he may have a biased view on the issue (I have both a 6'6 webber and a 6'1 LSD which have never been damaged in this way). For only having the board a month or so, this kind of damage dissapoints me, as the cracks seem to be from pressure dings from my front foot when i surf. I would assume that I am quite a heavy footed surfer, but I would have thought glassing of off the rack boards would accomodate for this, I definately will be going custom from now on. The main reason for reluctance of contacting Aloha, is the fact that they will have no problem pinning the problem on me. When I got my 2nd hand board (bought at aloha) repaired at Aloha they insisted I had either hit it with my knee, or had been finned by another board. This was blatantly untrue as I watched the crack develop over a week period after surfing on the board after realising the small original crack. After repairing this, the board cracked in the exact same place about a week later...this shouldnt happen. Dealings with Aloha have only led me to dislike the place. The thing that irritates me most about this place is that I actually can surf, and I surf regularly, the arrogance of the sales rep I dealt with killed me..I highly doubt I will be getting anything out of contacting Aloha. Is there anything else I can do?

Thanks,
Brian

[Broosta]

Nice one !

[Laguna]

Cool. Its what they should do any way. Some companies probably wouldnt have even bothered read your email. Bet you are really looking forward for this new board

[surf patrol]

That's unbelievable.
Its interesting what with this post and the Rip Curl wetsuit replacement post to see that the top surfing companies are offering such excellent customer service.

[tomcat360]

!!!You got an email from a guy named Damian on 6/06/06!!!!!ahhh!!!!!



But seriously, that's really great. Billabong just took a step up in my book.

So are you keeping the old one?

[Brian]

Nah, I have to send it back to the address they described when my new board is ready. It doesnt really bother me though, because if I got the board repaired, im sure it would just crack again in the future. Shipping should be easy as even if I am expected to pay, it will be relatively cheap because the place I have to send it to is in my state. When I originally emailed them I thought there would be no hope in the world that I would be compensated in any way, I just wanted to report the ding to them, but I was definately proved wrong!