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About two years ago, I finally got their customer service number from one of their reps. I called and got the run-around. Finally, I convinced them to send a set of replacement toe and heel pieces to the ski shop where I was working at the time. When they finally arrived (about 6 weeks later), they were the wrong toe and heel pieces. They were for a different boot. I was irritated, and I called back. They sent another set. Once again, they were for a different boot. I gave up and skied with my worn-down toe and heel pieces for the rest of the season. Skied 85 days.
Called again last year. Same run-around. They refused to send them to my home address and said they would only send them to an authorized Salomon dealer. I begrudgingly agreed and requested that they be sent to the shop where I was working, again. Of course, they sent the wrong set...AGAIN. Spent the whole season on the same worn-down boots from the year before. Skied 92 days.
I'm trying to gear up for this season. I've lost the phone number that I had such a difficult time tracking down. I'm sure that I'd run into the same problems if I called them again. I love my boots, but I imagine that I'm going to have to pony up for a new pair this season because I can't possibly ski on these worn-down toe and heel pieces anymore. I know I won't be able to track the customer service line down.
Unless this is somehow resolved very easily (i.e., if some Solomon rep reads this and helps me out), I will never buy Solomon again and I will launch a full-blown attack on the brand. I will strongly advise anyone against buying their boots on account of Solomon's pathetic customer service. What's the purpose of buying boots with replacement toe and heel pieces if you can NEVER get a replacement set?
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