ON3P SKIS Discussion

[K1mJ0ngTr1ll]

Anyone ever dealt with ON3P on a warranty repair? The tails on my 2022 wrens started to delam near the end last season and ON3P had be send them in for repair. They sent me one email saying they received them on August 7th and it has been radio silence ever since. I have sent an email asking for an update on average every 2 weeks and have heard nothing. I also left two voice mails at the factory that have not been returned.

I love the brand and the skis, and have become fiercely loyal to them over the years (I ski nothing but ON3P), but I am getting a bit nervous I won't ever get my skis back or my pivot 18 bindings that were mounted to them.

Ya you’ll get them back. They are just slammed with getting the new skies as well as customs out. Send a few follow up emails. I wouldn’t think they would be ignoring you on purpose.

[Bandit Man]

We cut these guys way too much slack.

“They are too busy building skis for new sales to respond to an email from a return customer?”

Sounds like a problem to me.

[snowaddict91]

Right? Based on the timeline described above he has probably already sent 5 or 6 follow up emails. That is garbage customer service IMO.

[kid-kapow]

We cut these guys way too much slack.

“They are too busy building skis for new sales to respond to an email from a return customer?”

Sounds like a problem to me.

yeah, kinda like it grows tiresome for the rest of us to have some members add mainly perceived negatives.

Like, the shit show that is the Shift thread got tiresome really quickly.

And yeah, I might be a bit too positive at times, but still...

Right? Based on the timeline described above he has probably already sent 5 or 6 follow up emails. That is garbage customer service IMO.

for sure - 100% - the lack of communication seems like unneccessary own goal in this instance.

The one thing that we do know that is ON3P's customer service is usually above and beyond when it is activated. So while the tardiness in processing the warrenty issue is not up to scratch the above answers are probably also true in that Iggy&crew will more likely than not make things right. Their track record of doing is so should make people familiar with the brand cut them some slack, even if it feels like the pitchforks need to come out for some.

So skiracer - yeah, I totally get your frustration here and do not mean to come across as an ON3P appologist - yet I am confident that things will work out for you if ON3P's track record is anything to go by. Delams should be a pretty easy warrenty case in most situations

[tuco]

No excuse for not answering email's, but on a customer service note, I performed a local(SLC) warranty repair for ON3P for one of their customers who had hit a rock and smoked an edge skiing early season here. This damage was absolutely not something any ski company would warranty, but Scott had me fix it for him anyway(not saying anyone in the same situation should expect the same though). I told the kid when he picked them up as much too.

[K1mJ0ngTr1ll]

We cut these guys way too much slack.

“They are too busy building skis for new sales to respond to an email from a return customer?”

Sounds like a problem to me.

That’s valid.

[optics]

^^^ Re Tuco's comment:

That's "accountability", not really "service". Taking care of someone and doing the right thing, or even going above and beyond to err on the side of paying for repairs, is great and shows a ton of integrity. But it's not the same as good service.

Ignoring multiple calls and emails - over multiple months? - from a customer who shipped you product they own, falls under "service" , and if that's true (who knows if it is, the internet is weird sometimes and people make shit up and exaggerate all the time) that's totally inexcusable.

If something like that happened to a mag and it wasn't this company - imagine if a mag shipped skis to another mag for repairs and that person straight-up ghosted them for 2 months - all the local mags would have the pitchforks out and would be knocking on that guy's door.


This whole thing is bizarre and super-interesting from a biz perspective. Grassroots bootstrap company, founder is generally an awesome guy and a genius designer, super well-intentioned all around. Company grows and hits the usual friction of scaling - and then also gets hit with the pandemic. Founder is a strong enough biz-ops guy to get the company through that mess (seriously - not a small thing), but on the flip-side, the aspects of the company's ops that tie to QA and customer service tank.

And then all these rabid fans - who really helped build the brand in the first place - split ranks between people like kid-kapow who are so in love they can't see/recognize how bad the service side is, and say things like, "I am confident that things will work out for you" after months of non-responsiveness...and people who are just fed up. It's a fascinating marketing study. Some of this is just classic "founder as CEO" stuff but the way customers (us) are responding in terms of loyalty through all the mess is not a normal thing.

[tuco]

^^^ Re Tuco's comment:

That's "accountability", not really "service". Taking care of someone and doing the right thing, or even going above and beyond to err on the side of paying for repairs, is great and shows a ton of integrity. But it's not the same as good service.

Ignoring multiple calls and emails - over multiple months? - from a customer who shipped you product they own, falls under "service" , and if that's true (who knows if it is, the internet is weird sometimes and people make shit up and exaggerate all the time) that's totally inexcusable.

If something like that happened to a mag and it wasn't this company - imagine if a mag shipped skis to another mag for repairs and that person straight-up ghosted them for 2 months - all the local mags would have the pitchforks out and would be knocking on that guy's door.


This whole thing is bizarre and super-interesting from a biz perspective. Grassroots bootstrap company, founder is generally an awesome guy and a genius designer, super well-intentioned all around. Company grows and hits the usual friction of scaling - and then also gets hit with the pandemic. Founder is a strong enough biz-ops guy to get the company through that mess (seriously - not a small thing), but on the flip-side, the aspects of the company's ops that tie to QA and customer service tank.

And then all these rabid fans - who really helped build the brand in the first place - split ranks between people like kid-kapow who are so in love they can't see/recognize how bad the service side is, and say things like, "I am confident that things will work out for you" after months of non-responsiveness...and people who are just fed up. It's a fascinating marketing study. Some of this is just classic "founder as CEO" stuff but the way customers (us) are responding in terms of loyalty through all the mess is not a normal thing.

Notice my first comment.

And I would definitely say that was a service and not "accountability". There was nothing for them to be "accountable" for.
OP's situation is different for sure!

[Bandit Man]

I have had great customer service and warranty response from ON3P and Iggy personally. But to retain the respect of your loyal customer base, you’ve got to do the easy/gimme stuff. That’s the only point I was trying to make.

[ASmileyFace]

If skiracer's claim is truthful (which I am inclined to believe him because he's a good mag) then ON3P has some making up to do. Ignoring 5+ emails and multiple VMs about a warranty service that the customer sent in themselves is a bad look. I do a lot of email CS for my work these days and I'd get my ass chewed out bad if I was ignoring a customer like that.

[skiracer88_00]

Hey All,

Just wanted to follow up and say that Scott Andrus himself gave me a call earlier this evening and apologized for the delay and non-responsiveness and said they would be repaired and shipped by next Wednesday. I imagine that word got back after I posted in this thread. Nevertheless, they seem genuinely busy and stretched pretty thin, so no hard feelings.

FWIW, I bought my first pair of ON3Ps in 2011 (the Caylor) after demoing their skis at Beartooth Basin in June of that year. I now own 7 pairs of ON3Ps and haven't purchased from another brand since. Their skis do kick all kinds of ass. I am a typical ON3P fanboy and was super surprised I had this experience, but it sounds like it was pretty isolated.

[Velomayniac]

Oh how nice. They acted after a day of call outs.

[eSock]

Well at least we know they still follow this thread even if we don't hear from iggy anymore.

This thread and his involvement in it + all the positive reviews on them here are what got me purchasing custom woodsmans as soon as they were released and buying 3 more pairs shortly after that. But it seems that era has passed.

[Velomayniac]

Bring back the 2014/2015 BG design! Everything will return to normal

[2FUNKY]

Bring back the 2014/2015 BG design! Everything will return to normal

Nah, last years 187 design/build kills that genre and all others.


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[Velomayniac]

Nah, last years 187 design/build kills that genre and all others.


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Great. My wallet is pissed at you, because now I have to try em . I was looking into last years 187s a couple months ago, thinking they would be great storm day tree skis and for tight spots, mainly at Northstar.

I kind of forgot about this when 2024 BGs showed up on the site.

[2FUNKY]

Great. My wallet is pissed at you, because now I have to try em . I was looking into last years 187s a couple months ago, thinking they would be great storm day tree skis and for tight spots, mainly at Northstar.

I kind of forgot about this when 2024 BGs showed up on the site.

I believe that’s why we’re all here, to pressure each other into ski purchases. Lol. Yeah, the 21/22’s are dialed! Hopefully they didn’t dumb down this seasons version. Don’t understand the change so quickly.


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[SkiLyft]

Yerrppp, fix what’s broken… aka 192


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[kid-kapow]

And then all these rabid fans - who really helped build the brand in the first place - split ranks between people like kid-kapow who are so in love they can't see/recognize how bad the service side is, and say things like, "I am confident that things will work out for you" after months of non-responsiveness...and people who are just fed up. It's a fascinating marketing study. Some of this is just classic "founder as CEO" stuff but the way customers (us) are responding in terms of loyalty through all the mess is not a normal thing.

funny how trying to both state that the handling of the case in question is unacceptable and also inferring from most warrenty cases mentioned in this thread (aka that ON3P usually go above and beyond) would elicit that take from you Optics, but there's trying to be nuanced for you (generic, not you Optics).

Perhaps we should go back to the shit show that was debating the drivability of BGs (which for me ended up being a asym vs non-asym debate for the snow I ski).

Hey All,

Just wanted to follow up and say that Scott Andrus himself gave me a call earlier this evening and apologized for the delay and non-responsiveness and said they would be repaired and shipped by next Wednesday. I imagine that word got back after I posted in this thread. Nevertheless, they seem genuinely busy and stretched pretty thin, so no hard feelings.

so yeah - things got resolved - as they would've been, now just sooner due to these posts. Good on Scott for resolving things and good on you for calling out what we all agree is poor customer service.

Oh how nice. They acted after a day of call outs.

Yeah, I hate it too when the owner of a ski brand actually follows and listens to forums such as TGR. I think we at times forget how unusual it is that Scott, Luke and others actually take the time to engage directly with us on here. Especially given the shit show that is global supply chains over the last few years in ON3P's case.

But by all means - let's engage pitch fork mode and create catch 22 scenarios to ensure that Iggy stays off this forum eh.

I believe that’s why we’re all here, to pressure each other into ski purchases.

ain't that the truth.

Yeah, the 21/22’s are dialed! Hopefully they didn’t dumb down this seasons version. Don’t understand the change so quickly.

I think the changes makes sense. It seems to me like some of the changes have been the result of trying to optimize the production (introction of the same rocker lines across all the freeride skis), simplification of the production (removal of asym) and Iggy being Iggy - seeking marginal gains through tinkering (based on a limited sample of reviews from testers - they are not Volkl after all). I liked the changes they made from asym back to non-asym, I just ordered the wrong size. The new 186 seems good on paper too me.

[Bandit Man]

Nah, last years 187 design/build kills that genre and all others.


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Let me start by saying I’m not trying to be contrarian, but I’ve only had those magic moments on last year’s 187 BG in the driest of conditions. In heavier stuff, the tip does some funky things. I’ve aggressively detuned, but I still don’t quite trust them the way I do my 2018 Asyms or 2014’s.

Trust me, I want to get to that “a-ha” moment with the new ski. The disappointment many felt about the 192 does give me concern.

[cocoapuff]

For 23/24 they've kept the flat tail of yesteryear but reduced camber. Sounds like a nice combination of tail support and pivotability. Excited to hear the reviews...

[2FUNKY]

Let me start by saying I’m not trying to be contrarian, but I’ve only had those magic moments on last year’s 187 BG in the driest of conditions. In heavier stuff, the tip does some funky things. I’ve aggressively detuned, but I still don’t quite trust them the way I do my 2018 Asyms or 2014’s.

Trust me, I want to get to that “a-ha” moment with the new ski. The disappointment many felt about the 192 does give me concern.

Skied them in 18” of mank at Schweitzer with zero issues. Tips never felt weird even at mach schnell. Zero push back, hook etc. They cut through nicely. Get off the heels and apply more pressure to them and they won’t act funny. I played with fore and aft pressure and that was the only time the tips did anything remotely weird.


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[NW_SKIER]

Let me start by saying I’m not trying to be contrarian, but I’ve only had those magic moments on last year’s 187 BG in the driest of conditions. In heavier stuff, the tip does some funky things. I’ve aggressively detuned, but I still don’t quite trust them the way I do my 2018 Asyms or 2014’s.

Trust me, I want to get to that “a-ha” moment with the new ski. The disappointment many felt about the 192 does give me concern.

Git off the tails

[phatty]

Let me start by saying I’m not trying to be contrarian, but I’ve only had those magic moments on last year’s 187 BG in the driest of conditions. In heavier stuff, the tip does some funky things. I’ve aggressively detuned, but I still don’t quite trust them the way I do my 2018 Asyms or 2014’s.

Trust me, I want to get to that “a-ha” moment with the new ski. The disappointment many felt about the 192 does give me concern.

This was how the 2021 192 was for me , as well. I skied it in UT last year and thought it was great. Came home to Alpental and they just didn't work. Got back on my 2014 191s and they felt like they were part of my body.

Man, I wanted the 192 to work for me. Best looking skis I've had. Just didn't work. I've heard moving the mount back can help but I don't want to put more holes in them. Really hoping this new 191s have fixed the issues, but I'll wait for more reviews to hit.

I mean, look at these!

[mr_pretzel]

As with the 192 I shall sacrifice my body for science and try the new 191