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2008-09-30 5:22 PM

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Champion
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Williamston, Michigan
Subject: Xterra wetsuit rant

I'm so annoyed.  After much deliberation I FINALLY decided on and ordered an xterra wetsuit.  It arrived friday and I put it on....it fits freaking AWESOME.  OK I'm all excited and go to the beach to try it out.  I turn it inside out SO AS NOT TO DAMAGE IT and that way I can unroll it onto my body.  The bloody thing RIPS.  Xterra won't take it back and they say "its from your fingernail"  its NOT from my fingernail as the rip is on the OUTSIDE of the suit and I was pulling it on from the INSIDE.  They basically don't care and say tough noogies you can repair it and it will be fine. 

I really think that for >$200 a wetsuit should not rip the second time I put it on.  



2008-09-30 5:43 PM
in reply to: #1707319

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Champion
6046
5000100025
New York, NY
Subject: RE: Xterra wetsuit rant

wow. that sucks!  and talk about horrid customer service!  did they offer to repair it for free?  they should!

desoto apparently does repairs even on other people's wet suits....

xterra does not warranty?  did you bump it up to manager level?

You should post this on slowtwitch too as many times the company owners read and post over there.....

2008-09-30 5:54 PM
in reply to: #1707319

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Champion
7704
50002000500100100
Williamston, Michigan
Subject: RE: Xterra wetsuit rant
yes bumped to the manager.  no they won't repair it but sent me a letter telling me how to do it myself.  Also gave me the name of anohter company to send it to if i want to.  I'm annoyed because it fits me so great and now I'll never buy their product again.  They claim my 5 day old wetsuit is not covered under warranty for "fingernail tears"  If that is what it was I wouldn't have a complaint but I know thats not how it happened. 

Edited by Socks 2008-09-30 5:56 PM
2008-09-30 6:04 PM
in reply to: #1707319

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Subject: RE: Xterra wetsuit rant

Demand that you send it back for their warranty determination.   Not sure how they can tell it's a fingernail tear without looking at it.

I had a good warranty experience with XTerra when mine was tearing at the seams

2008-09-30 6:08 PM
in reply to: #1707319

Vancouver, BC
Subject: RE: Xterra wetsuit rant
2008-09-30 6:15 PM
in reply to: #1707369

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Champion
7704
50002000500100100
Williamston, Michigan
Subject: RE: Xterra wetsuit rant
ChrisM - 2008-09-30 7:04 PM

Demand that you send it back for their warranty determination.   Not sure how they can tell it's a fingernail tear without looking at it.

I had a good warranty experience with XTerra when mine was tearing at the seams

i emailed them a picture


2008-09-30 7:38 PM
in reply to: #1707395

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Elite
2443
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Athens, Georgia
Subject: RE: Xterra wetsuit rant
Socks - 2008-09-30 7:15 PM

ChrisM - 2008-09-30 7:04 PM

Demand that you send it back for their warranty determination.   Not sure how they can tell it's a fingernail tear without looking at it.

I had a good warranty experience with XTerra when mine was tearing at the seams

i emailed them a picture



Could you email me a picture? I will be able to determine cause. Of course you will need to be wearing it at the time and how conveniently placed is this tear?
2008-09-30 9:52 PM
in reply to: #1707319

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Expert
938
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Subject: RE: Xterra wetsuit rant
wow...I've got two Henderson 1mm (very thin) suits for diving I've had for about 5 years that are still working fine...I cannot imagine the Xterra suit being damaged that quickly (I have an Xterra tri suit as well).  I would definitely make more of a stink about it as well.  Perhaps you could direct them to this site and let them read the posts from this thread.  While I bought one suit already, if they do not assist you, they may not have two repeat customers.
2008-09-30 10:09 PM
in reply to: #1707319

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over a barrier
Subject: RE: Xterra wetsuit rant
lets see the wetsuit pic....most are caused by fingernails. Is the tear on the neoprene or at a seam?

Edited by running2far 2008-09-30 10:15 PM
2008-10-01 6:11 AM
in reply to: #1707825

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Champion
7704
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Williamston, Michigan
Subject: RE: Xterra wetsuit rant

running2far - 2008-09-30 11:09 PM lets see the wetsuit pic....most are caused by fingernails. Is the tear on the neoprene or at a seam?

 

ITS NOT FROM MY FINGERNAIL........  Or was that the sarc font?  Its the neoprene, just below the seam on the left knee.

2008-10-01 9:08 AM
in reply to: #1707797

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Champion
10666
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Tacoma, Washington
Subject: RE: Xterra wetsuit rant
And just in case any one doesn't know... NeoSport wetsuits are made by Henderson. And they're pretty inexpensive.


2008-10-01 10:34 AM
in reply to: #1707319

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Extreme Veteran
492
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Austin, TX
Subject: RE: Xterra wetsuit rant
Which wetsuit is it? The Vendetta is VERY delicate and you have to be EXTRA careful when you put it on.
2008-10-01 4:03 PM
in reply to: #1707319

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Subject: RE: Xterra wetsuit rant
Sue -- I am sympathetic.  I tore my first Xterra, just like you describe, so many times that I hated the way it looked (silly me) and bought a new one when they had a 50% off sale.  Then I tore my new one the second day out.  It is not fingernails; I have strong hands and the neoprene simply splits. A small split will look like a fingernail mark but is easily fixed with a little neoprene glue.  I roll it on inside out too now and haven't had any more trouble since I don't "pull it" at all.  PM me if you want more info on fixes or on putting it on the easiest way possible.
2008-10-01 4:11 PM
in reply to: #1709792

Member
115
100
Petaluma, CA
Subject: RE: Xterra wetsuit rant

That sounds a bit ridiculous.  I certainly won't be buying an Xterra wetsuit.

I recently bought an Orca Apex 2 and struggling getting it on for quite some time.  I'm sure I abused the heck out of it and had no issues with damage.  It sounds like Xterra either needs to include better instructions to prevent damage to their fragile wetsuits or improve customer service.

2008-10-01 5:42 PM
in reply to: #1707319

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New user
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San Diego
Subject: RE: Xterra wetsuit rant

Hey this is Keith Simmons the founder/owner of XTERRA WETSUITS.

 We want you to be happy with your purchase.  Wetsuit tears are generally not covered under warranty. All triathlon wetsuits are manufactured with very similar rubber and are subject to the same rips and tears from brand to brand.

The fact that your new suit tore during your first day of trying it on would make anyone angry. Send it back to my attention and I'll send you a brand new one.

Keith Simmons- XTERRA WETSUITS, 7875 Convoy Ct., Suite 6, San Diego, California 92111 (my direct phone number is 858-565-9500 ext. 101)

Thanks for choosing our brand and I hope you have better sucess with the new suit that I send out your way.

Take care,

[email protected]

2008-10-01 5:51 PM
in reply to: #1709792

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Champion
10471
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Dallas, TX
Subject: RE: Xterra wetsuit rant
gailg - 2008-10-01 4:03 PM

Sue -- I am sympathetic.  I tore my first Xterra, just like you describe, so many times that I hated the way it looked (silly me) and bought a new one when they had a 50% off sale.  Then I tore my new one the second day out.  It is not fingernails; I have strong hands and the neoprene simply splits. A small split will look like a fingernail mark but is easily fixed with a little neoprene glue.  I roll it on inside out too now and haven't had any more trouble since I don't "pull it" at all.  PM me if you want more info on fixes or on putting it on the easiest way possible.


WOW! That makes me never want to buy one.

"If you pull on it, it will tear."

UH, how else do you put a freaking wetsuit on? I pulled on my Desoto a few times now... no tears to speak of.


Sue... sorry to hear it! I know how excited you were! Too bad so many people lie that the companies don't believe the people who are telling the truth.



Edited by KSH 2008-10-01 5:52 PM


2008-10-01 7:33 PM
in reply to: #1710074

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Veteran
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Phoenix
Subject: RE: Xterra wetsuit rant

 

Keith Simmons - 2008-10-01 3:42 PM

Hey this is Keith Simmons the founder/owner of XTERRA WETSUITS.

 We want you to be happy with your purchase.  Wetsuit tears are generally not covered under warranty. All triathlon wetsuits are manufactured with very similar rubber and are subject to the same rips and tears from brand to brand.

The fact that your new suit tore during your first day of trying it on would make anyone angry. Send it back to my attention and I'll send you a brand new one.

Keith Simmons- XTERRA WETSUITS, 7875 Convoy Ct., Suite 6, San Diego, California 92111 (my direct phone number is 858-565-9500 ext. 101)

Thanks for choosing our brand and I hope you have better sucess with the new suit that I send out your way.

Take care,

[email protected]

WOW.... that make me want to buy (another) one. I have had nothing but good experiences from Xterra, Brian Walters over there is very helpful for me. The Vendetta is a ridiculously fast suit as well. Face it, if you are going to buy a top suit with #39 or #40 rubber, you have to accept what comes with that.

 Hopefully everything got ironed out and you will be happy with you new suit! 

 And yet another reason I habitually chew the crap out of my fingernails!



Edited by FinanceMan 2008-10-01 7:42 PM
2008-10-01 7:39 PM
in reply to: #1707319

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Champion
19812
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MA
Subject: RE: Xterra wetsuit rant

Glad to see Xterra standing behind their wetsuit!

2008-10-01 7:43 PM
in reply to: #1707319

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Subject: RE: Xterra wetsuit rant
Thanks, Keith, for your follow-up!  I really love my Xterra wetsuit and plan to buy another one when I finally get one with sleeves...
2008-10-01 8:22 PM
in reply to: #1710074

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Champion
7704
50002000500100100
Williamston, Michigan
Subject: RE: Xterra wetsuit rant
Keith Simmons - 2008-10-01 6:42 PM

Hey this is Keith Simmons the founder/owner of XTERRA WETSUITS.

 We want you to be happy with your purchase.  Wetsuit tears are generally not covered under warranty. All triathlon wetsuits are manufactured with very similar rubber and are subject to the same rips and tears from brand to brand.

The fact that your new suit tore during your first day of trying it on would make anyone angry. Send it back to my attention and I'll send you a brand new one.

Keith Simmons- XTERRA WETSUITS, 7875 Convoy Ct., Suite 6, San Diego, California 92111 (my direct phone number is 858-565-9500 ext. 101)

Thanks for choosing our brand and I hope you have better sucess with the new suit that I send out your way.

Take care,

[email protected]

Thank you thank you I'll get it in the mail tommorrow  
2008-10-01 8:29 PM
in reply to: #1707319

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Champion
6503
50001000500
NOVA - Ironic for an Endurance Athlete
Subject: RE: Xterra wetsuit rant

I thought that my wetsuit would be a little more durable than that!  They can be ripped by a fingernail?  Do all serious triathletes have their fingernails removed?  Now, I'm afraid of pulling on the zipper, pulling it off, etc.

At my first tri, I saw the first out of the water get his mostly off before he left the pool deck.  It didn't look like he was really careful about taking it off.



2008-10-01 9:14 PM
in reply to: #1707319

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Extreme Veteran
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Bend, OR
Subject: RE: Xterra wetsuit rant
I was actually thinking of getting an Xterra wetsuit but now I've changed my mind.  I'm sorry that happened and it's horrible they won't replace it.   
2008-10-01 9:21 PM
in reply to: #1710528

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Veteran
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Phoenix
Subject: RE: Xterra wetsuit rant

Omega - 2008-10-01 7:14 PM I was actually thinking of getting an Xterra wetsuit but now I've changed my mind.  I'm sorry that happened and it's horrible they won't replace it.   

 Actually they are replacing it. You give me a company and you will get at least ONE bad experience that somebody has had with them. Unfortunately that is a part of doing business, I would like to think that most of the companies that we all deal with genuinely want to support its customer and make things right. Sometimes that is not a possibility from a profitable business standpoint. 

 Focus, that the right thing is being done to rectify the problem.

2008-10-02 2:28 AM
in reply to: #1710074

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Master
1325
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Lake Oswego, OR
Subject: RE: Xterra wetsuit rant
Keith Simmons - 2008-10-01 3:42 PM

Hey this is Keith Simmons the founder/owner of XTERRA WETSUITS.

 We want you to be happy with your purchase.  Wetsuit tears are generally not covered under warranty. All triathlon wetsuits are manufactured with very similar rubber and are subject to the same rips and tears from brand to brand.

The fact that your new suit tore during your first day of trying it on would make anyone angry. Send it back to my attention and I'll send you a brand new one.

Keith Simmons- XTERRA WETSUITS, 7875 Convoy Ct., Suite 6, San Diego, California 92111 (my direct phone number is 858-565-9500 ext. 101)

Thanks for choosing our brand and I hope you have better sucess with the new suit that I send out your way.

Take care,

[email protected]

 This was the right thing to do. Should have happened first time around, but better later than never. Give him credit for showing up and doing the right thing .

BT POWER!

 

2008-10-02 2:57 AM
in reply to: #1707319

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Pro
6010
50001000
Camp Hill, Pennsylvania
Subject: RE: Xterra wetsuit rant

FWIW, when I received my wetsuit (F2R) from Team in Training, they explained how to put them on, and warned us that they will tear if it's not done right.

We were told to pull them on like a pair of pantyhose, bunching up the neoprene in the legs, and ONLY pull a whole handfull of material, NEVER grabbing only 1 point.  Is it possible it tore, not because of a fingernail or a defective wet suit, but because of the way you pulled it on inside-out?

This stuff is all still pretty new to me, so I'm curious to hear the opinion of some more of the experienced people here.

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