I had an interesting experience at TSA (The Snowboard Asylum – Ellis Brigham) a couple of weeks ago. After spending several hours researching snowboards on the net, I made my choice and opted for the Bataleon Distortia 11/12, 149cm. Having called the store to check the size and make sure my new Burton Stiletto bindings were compatible, I placed the board on reserve on a Sunday morning to be collected on the following Tuesday afternoon.
When I got to the store it turned out that there is a 24 hour limit on reserves (which I hadn’t been told) and my board had been sent to another store for another customer. I was gutted. The store said they could order in another board for me but it would take up to a week and I was leaving for France the next day. They suggested other (more expensive) Bataleon boards that they did have in stock. They even offered to loan me one of last season’s Bataleon boards free of charge for my trip and order my board for me for when I got back. However, having made my decision on that board, I wasn’t about to change my mind.
I’ve always found the staff at TSA to be very knowledgable on everything from kit to resorts, and on that day they were also very helpful – after I’d been informed there was a board in the Milton Keynes store I asked them to have that one couriered to my home; the manager said he’d make some enquiries and see what he could come up with. His solution to the problem was to put the board in Milton Keynes on hold for me, send one of his team up there on the train and have them bring it back then deliver it to me at school the following morning.
In terms of customer service, that’s pretty good! Admittedly, it was the store’s error that my board was not kept for me, but I really admire a business that goes all out to honour it’s contract with you when they’ve had a mis-hap at their end. TSA have made an even-more-loyal customer of me thanks to their problem-solving and getting my board to me as promised!
