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Saturday, July 16, 2011

The Sordid Saga Of The Soleless Etonic Golf Shoes--Pleasantly Updated

I posted this on July 10th.  On October 15th I received an email from the CEO of Etonic World Wide.  He expressed his dismay over my experience with his company's shoes and asked for my phone number so he could call me to discuss it.  On Monday October 17th Tom Elwell and I conversed for 45 minutes and were on a first name basis at the end of the call.  Tom Elwell is a CEO who truly believes in his company.  One of my complaints was there was no phone number for customer support on the web site.  There is one now.  Tom also told me he had contacted an employee, who was on vacation, to find out why there had never been any response to my emails.  Here is a CEO who is working for his paycheck.  He didn't hand off handling a concern to an underling, he communicated to me himself.  Tom believes in his product and  now I know he also believes in customer support.  I think everyone can accept that a defective product can slip through quality control.  What incenses me and perhaps many of you is not being heard.  I can accept an apology, I can accept an excuse but I can't accept not being heard.  Tom Elwell heard me, responded and has regained a customer due to his assurance that his company not only wants to provide good products, they want to provide good customer service as well.   So Tom, you heard me and I heard you loud and clear.  Etonic you have a good hand on your helm.   Thank you for reaching out!

My sordid saga of Etonic golf shoe failure started with the purchase of a pair of Etonic golf shoes in Florida several years ago. I have four pair of golf shoes and play golf twice a week.  Considering the 6 weeks spent in Florida each year, that means the individual pairs of shoes are worn 3 to four times a year.   Where I stay has a humidistat and air conditioning that runs year around so it doesn't get overly hot in at any time. 

After one season of wear (maximum of 4 times of use) the shoes spent the ensuing summer and fall with shoe trees in them and the shoes in the original shoe box.  Imagine my dismay when I pulled them out and there were cracks in the leather on the toes.   The cracks in the leather were where the toes bend.   I wondered if heat, humidity or the ghost of Christmas past had assaulted my shoes.  (see photo E)

I immediately checked the pair of Foot Joys I had purchased at the same time the year before and they had no cracks.  I was mystified but since I was so happy to be in the warm and to play golf I continued to wear the shoes. 

I brought them home with me. I wore them once on my home course and the sole on the left shoe peeled off from the heel to the mid-sole.  (photo C as an example)

My first assumption was I must walk funny, not ha ha funny but shoe damaging funny.   Regardless, I was not happy.   I took the shoe home and used epoxy to glue the sole back on.   (photo A)

The next time I wore the shoes the sole peeled off on the right shoe. The second sole peeling was soul trying.   It strained the limits of my credibility that having massive wardrobe malfunction on two shoes was a coincidence.    (photo B)

I reached out to Etonic for advice.   I didn’t demand new shoes, I didn’t use any explicative’s in my email, I merely asked what I could do with what appeared to be defective shoes.   (photo D)

My response from Etonic was zilch, zero, no response whatsoever.   I spent 35 years in business and if I had a customer complaint, regardless of its merit, I addressed it.   Sadly Etonic doesn’t seem to share my need to see that customers are satisfied.

There is no phone number on the Etonic contact page to try and get a human being involved.  That too is telling in regards to Etonic’s interest in reaching out to their customers.   They have a phone number on their warranty page but make special note that the warranty is 90 days.  

In summary, my post is cathartic.   I feel better having expressed my concerns regardless of Etonic’s interest in those concerns. 

It is certainly a measure of my pique that I have taken the time to photo the shoes and create this post.   Oddly enough not because of the defective Etonic golf shoes but due to Etonic’s indifference to customer support.   Every time we as consumers ignore poor customer support, we through our indifference, reinforce the idea that poor or lousy customer support is acceptable.   Etonic, I don’t know how to make it any clearer, POOR CUSTOMER SUPPORT IS NOT TO BE TOLERATED! 

My Money Saving Tech Tips advice is to avoid Etonic golf shoes at all costs and perhaps all Etonic products if you hope to have any customer support.  (BTW I have waited weeks for any reply from my emails to Etonic, not a peep!)


Anonymous said...

I agree Etonic's customer service is lacking severly. I also bought a pair of Etonic golf shoes and I have had them for one week and wore them 4 times and having a manufacturing defect in shoe. I bought them via Etonic's web site, which they have a secondary company called Shopatron, which manages their online ordering and bids out to other companies to send their shoes they already distributed to dealers. Ok this in itself makes no sense. Why don't they just sell them from their warehouse? So my shoes were sent from a place called NY Golf Center out of New York. Now I live in Massachusetts where Etonic is based out of. Their company is just a few towns from me. Just about a half hour drive. See where I am going with this. First I had to call the golf center that sent my shoes, who then told me to call Shopatron to get replacement. Called Shopatron they told me I had to call Etonic because it was a warranty issue and they would not accept return because I wore them. Mind you only wore them 4 times. I called Etonic they told me I had to call Shopatron back cause they bid out shoes for Etonic and distribute for them so I had to go through them. What is up wih all this nonsense and being pawn off by each person. I bought these shoes off of Etonic's website from them. Anyway girl at Etonic was nice and helpful first time I called but when I called her back and explained she was obviously frustrated they they put the work on her to replace my shoes instead of other two companies. She told me she would replace them and send me new pair. Told me she would send me a UPS tag via email to return shoes in day or two. DAY OR TWO are you kidding me. What kind of customer service is this. I just paid $140 for pair of shoes that are defective and I need to play golf cause it's my only pair. No sense of urgency from them. But gets better. 2 days pass and still no UPS tag and girl tells me she is gonna get it put to me that day cause she would be in office 1 more day then out for thursday and Friday, which of course includes Saturday and Sunday. So I wait and day passes and still no tag. Call he next day and she says she is working on it. How hard is it to email a UPS TAG. Seriously. Then I say to her, ya know I hate to be a pain but until I I get he tag from you and then you get them I am still without golf shoes. She then says I meant to send you out a replacement pair so you didn't have to wait but lete check. She then says I thought I sent them out but I didn't so I will get on that today. So today I sit here with still no tag and shoes may come next week. Do they care about the people who spend their hard earned money on their product ?? To me, is seems not or I already would of had that tag and shoes would be in mail.

ibpurpledragon said...

One does wonder if they grasp the concept of customer service. They never did respond to any of my emails.

Lee Smith said...

Been waiting a year for my replacement golf shoes from Etonic. Was told today (29/9/14) that the new line (from which I can select) has been put back to February 2015. Not happy. Asked for money back which they are resisting.

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