I had lost one of the quad fins on my north nugget (probably due to bad construction). I called BBR (UK) to obtain the replacement. To which they were happy to accept my payment with a schedule delivery date for one week.
Week two nothing happens. I call BBR and they inform me they have not received the fins
Week three I can - BBR claims that North informed them they are waiting for the 2014 fins which are the same as the 2013 fins
Week Four I call - BBR claims that someone from North will send fins from an an existing board
Week Six - I call today and I am told not before December 15th (i.e. 2 months) later will anything be delivered
Update: Dan @ North has been kind enough to handle the situation and he promised to take care of it. I truly appreciate his efforts and I retract my NorthKites are horrible. Perhaps it was the dealer, perhaps it was issues with the North supply chain. I hope that North will pay closer attention to its distribution Network as from a customers point of view it is at the end of the day Product you are buying through the dealer. Perhaps North can establish a direct store with customers online.
Hi all, its James from BBR.
I don't normally post too much on forums, focussing more on providing our support to customers through direct telephone calls, however, one of customers rung us to make us aware of this thread as he felt that it was not like us to have our levels of service depicted in this way.
Ali, we've spoken many times and have kept you upto date on everything that has happened.
We haven't taken any of your money, check your bank statements, we don't take money before having the parts here and ready to ship.
We stock 1000's of north parts here, I'll happily post a pick of our spares wall and boxes of bladders, bridals, even down to 100's of ironheart spares, going back to 2005.
Indeed we were refferred to by one of North's product managers when on a visit to our store as " the largest stockist of parts he has ever known a shop to hold".
However, we can only do so much in order to supply parts to our customers - If we haven't got in stock, and North haven't got in stock, and North's order has been delayed for any reason, there is not a lot we can do about it. Sometimes parts do take a while to get in, unfortunately kitesurf companies aren't as big as Honda or Ford, so they do on rare occasions run out of parts. You think North are bad, try dealing with some of the other "big" brands, let alone the smaller ones.
We've tried every possible way to get you a set of the original replacement fins supplied as fast as we can, even trying to "steal" some from the UK agent's unpacked demo board, but alas it was shipped to them without fins as North didn't have stock.
We, just this morning, went one step even further and found out that one of the marketing guys in head office at North HQ had a set of new fins (most likely for photo shoot) and had arranged to get these sent to you today (check your phone messages, we left one this morning) along with a free gift in way of an apology for the delay, which are to be shipped direct to you at no cost.
I'm not sure it is possible to offer any more service than what we have provided you and wish you good winds and smooth waves.