May 11, 2008

Our Open Letter to ShelterLogic LLC, Out of Watertown, CT

One of the reasons the site has been slow on the content side is that I started a fantastic new job that has kept me extremely busy, both during the time in which stories roll in, and after hours as well. As I find my footing, the stories will come back in full force, and we'll be back up on our normal schedule. We have some pretty exciting news in the works. Unfortunately, we need to get this item off our back, so we can return to our normal schedule of fun articles.

On with the letter.

Dear ShelterLogic LLC,

We purchased a very expensive canopy/rounded garage directly from your company, ShelterLogic, LLC, out of Watertown, CT in June and immediately began writing a detailed article about it. The article is not only quite detailed and positive, but it is now complete. We decided it is so thorough, that in addition to posting it here on The Wakeboard Report, we would submit it to Wakeboarding Magazine for consideration in an upcoming issue. I have been published in Wakeboarding Magazine before - and had been in talks with Matt Hickman to write a series of consumer advocacy articles. Let's come back to that in a moment.

My round garage was erected in little over 6 hours and was rock solid until portions of the lower base of the structure gave way and the structure collapsed on one side, bending many of the large diameter tubes. As the structure collapsed, the fabric punctured through the tower on my Super Air Nautique but by some miracle no metal made contact with the boat. The gel coat and the aluminum fascia on the boat remained unscathed. We got lucky on that - otherwise this would be an insurance claim. However our $600 canopy, which was assembled by no less than 3 college educated people and appropriately secured to the ground, stood in place for just over 30 days. 30 days. Your warranty goes a bit beyond this time period if I am not mistaken.

So, we contacted you, ShelterLogic, explained the problem and wrote a letter explaining what had happened expecting you to honor your warranty. It seemed a pretty open/shut case to us. When we call and are put on hold, we listen to the tagline and official messaging about your products (800.932.9344). "...That's why we like to think our products are standing between the weather and your world. ". Hmmm... We informed you that we had drafted a glowing review of the product which was to be posted here on The Wakeboard Report, and at several other outlets - among them the submission to Wakeboarding Magazine. Not as a threat - not as ransom, but as a good reason to honor your warranty. I didn't ask for a discount on this product, I walked in, paid, and was poised to give you some fantastic FREE advertising and Google search hits.

Things were looking good at first. We spoke to a nice lady named Candice, sent the required documents to go along with our claim, along with our letter. Maybe that's where things went wrong. You, ShelterLogic went dark - and soon I found out that rather than call me to negotiate a buyback of the materials (some of which clearly could be reused), you called Wakeboarding Magazine. And Wakeboarding Magazine with a new editor (Congratulations again, Kevin) had no knowledge of any work I had done with the magazine in the admittedly somewhat distant past, or was in the process of negotiating/angling for either. Three days later I received a rather curt, but very final sounding email from ShelterLogic's President, Mr. James Raymond. In it, he canceled/voided and basically said "No" to my warranty claim. I am not a lawyer - but is that even possible?

This action put me in a bad light with Wakeboarding Magazine, which I have since remedied. But ShelterLogic, before taking any further actions I would like to offer you an opportunity to make this right. I offered to round up everything I had, rent a Uhaul trailer and lug the remains of my $600 garage to your door. I have received no reply on this. I've sent mail to you explaining the situation with Wakeboarding Magazine and again, have received no reply. As I stated in those email messages I am at this point even willing to meet you halfway on this financially.

I want to work with you on this. As I said in my previous mail I see this ultimately benefiting both parties. Please consider these issues carefully - we do want to work this out with you.

Thank you - you know how to reach me,
Erik Jernberg
Editor - The Wakeboard Report

Posted by erik