Scratched riser upon arrival
My 2011 Shadowcat arrived last Thursday with 2 scratches which are about 1.5 cm long, 2 mm wide. (1 straight scratch, one v-shaped) The bow was delivered from Bowsports.com in the sealed plastic bag so it must have occurred at Martin.
This is naturally really annoying each time I see it, but I don't have the patience to have the bow replaced because of that.
Would it be possible to get some form of compensation for example some decals for the hardcase and other Martin branded stuff?
Seems like the Tech staff don't read the threads here, but perhaps they should. Will have to call them later unless I find an e-mail somewhere else on their site.
That aside it looks like it is a wicked bow, but will have to wait until the end of the week to get hold of a bow press.
/Richard H - Sweden
Reply from Martin - ... "Customer service"
Sent this e-mail to Martin: Note that the thread I refer to is this one - started 4 of September 2011. My order from Bowsports arrived about the 27th of August.
The bow had the damage when sealed in the original Martin plastic bag (and yes, I saw it before opening) and I posted the thread in the forum the same week. I imported it from England, so sending it back when lead times for this bow were over 8 weeks did not seem appealing to me.
If you check your inbox there should be an e-mail from ***censured**** which I used the last time (right when I received the bow), but there was some small print saying you don't respond to hotmail addresses which I saw this time around.
I would have expected some effort when purchasing a premium bow from you (dispite knowledge of the severe quality issues you've had with it). Don't think I asked for too much in wanting some branded stuff like stickers and so on. I did think long and hard when choosing to take a chance on your bow (considering the cracking limb / TRG issues) instead of the Hoyt Alpha Elite but chose the longer A2A length and my previous experience with the Martin Cheetah over the Hoyt.
I hope you handle other possible warranty issues better than this out-of-the box defect."
Reply from Martin:
This issue would have needed to be brought up with your dealer upon receipt
of the bow. We will not compensate for damages that may or may not be
factory related after this much time has elapsed."
I have worked in claims and warranty issues and if you can make someone happy by sending something at an insignificant cost to the company, which was requested as an acknowledgement in my e-mail - Then you send it to get the customer to return the next time...
This just shows there is some underlying problem in the company - quality issues (TRG, cracking limbs...), this kind of customer service, long lead times. Next time I'm probably changing to Mathews or Hoyt. :mad: