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rah & pat View Drop Down
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Direct Link To This Post Topic: Customer Service in Australia
    Posted: Aug/09/2011 at 3:08pm
I ordered a pair of 32 boots for a friend about 3 months ago. 
The order was sent to Australia with no problems. So I ordered another pair. Now truesnow is saying they cannot ship the product. Usually when a product cannot be shipped it says that at the top of the product page, it did not show so i made the order. Then i got the email saying that i have to cancel the order, I replied as a matter of urgency and had no reply. I needed this order to be shipped as soon as possible, because the friend I am buying them for needs them for a snowboarding trip in 2 weeks time. Now he will just buy a pair from OZ. trusnows loss. 
Also regarding a previous order  Order # 377045Order Date 6/17/2011 1:15:03 AM  I ordered some gear, but when it arrived some of the items were wrong. The Burton GoreTex Snowboard Gloves Men's (Black Heather Diamond / Medium) were mittens NOT gloves. The Special Blend Kalahari First Layer Pants Burnt Olive Crkl Men's (Burnt Olive Crackle / Medium) were small NOT Medium. As I live in Australia this makes it expensive to send the items back. Especially when the cost of the shipping is more than the items. Now I have to use a pair of thermals that are way too small. (like peter pans tights). Instead of replying to my email and sorting out this mistake made by TruSnow they ignore it. WHERE IS THE CUSTOMER SERVICE????
 
I have been a loyal Sierra/truesnow customer spending over $6700 on gear so far. I thought that truesnow would like to satify their customers in order to keep the business?
 
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Direct Link To This Post Posted: Aug/09/2011 at 3:25pm
Originally posted by rah & pat

  (like peter pans tights).
 
 
pictures or it didn't happen (no homo)
 
 
 
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Direct Link To This Post Posted: Aug/09/2011 at 3:28pm
32 is on the restricted list im afraid. There was a whole brouhaha about it a month or two ago. Basically 32 was on the restricted list, but thirty-two was on the available list. They realised the mistake after people pointed it out and corrected it. So 32 are now no longer available. You will unfortunately have to buy form australia regardless :) 

As for return shipping your items. So long as its a mistake on the part of TruSnow they take the hit on the shipping cost. But first you have to send in a claim form which you can find here: http://www.trusnow.com/returns.asp

I know its a pain, but mistakes can and do happen. They really should take care in international orders though if only because its going to cost them a stack of cash paying for you to return the items and for them to reship the items. :) Hopefully once staff get on this you'll get the items out as soon as possible. I always recommend people phone for the quickest results, and with skype the phone call costs next to nothing from overseas.

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866.956.5969
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Jack Off View Drop Down
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Direct Link To This Post Posted: Aug/09/2011 at 3:37pm
How'd you get Burton?  I thought it was restricted too.
if i jumped onto your back, would you beat me off?
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Direct Link To This Post Posted: Aug/09/2011 at 3:40pm
FYI

they still have not fixed the actual coding on the site
It still allows you to add 32 boots into cart and proceed to check out on international orders

they only fixed the forum link page

Don't approach a goat from the front, a horse from the back, or a fool from any side..
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nuttynutz View Drop Down
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Direct Link To This Post Posted: Aug/09/2011 at 4:20pm
Consider yourself lucky to have even recieved your order, 32 burton special blend etc are restricted brands that shouldn't have even be sent out internationally in the first place.

However, getting the wrong items sent to you is TS mistake. feel for you cos you're kinda in a dilemma of what to do. can't imagine they will give you replacement as they can't ship those brands out. guess its ship it back to them and they give you full refund covering costs?

btw, mittens are great, I prefer them over gloves, you should keep and try. shame you stuck with wrong size pants though.

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nuttynutz View Drop Down
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Direct Link To This Post Posted: Aug/09/2011 at 4:22pm
double posted
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danza6 View Drop Down
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Direct Link To This Post Posted: Aug/20/2011 at 12:53pm
is there any chance i could buy a restricted item off TruSnow and get another company to send it to oz
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Direct Link To This Post Posted: Aug/21/2011 at 2:17pm
Originally posted by danza6

is there any chance i could buy a restricted item off TruSnow and get another company to send it to oz


No, TruSnow will not ship to MyUSA or other freight forwarder addresses.

If you have a friend in the USA you could send it to them, however the cost of shipping for an individual would be excessive.

10 Sierra Crew | 10 Rome Crail | 10 Union Sierra Contact SL | 10 Nitro Reverb TLS Boots
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humdingaling View Drop Down
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Direct Link To This Post Posted: Aug/21/2011 at 4:13pm
use priceUSA
they will be your "friend" at a cost
LOL
Don't approach a goat from the front, a horse from the back, or a fool from any side..
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Direct Link To This Post Posted: Aug/23/2011 at 3:00pm
Originally posted by humdingaling

use priceUSA
they will be your "friend" at a cost
LOL


Seems different that most freight forwarders which are US based where PriceUSA are based in Australia.

Thanks for the advice, will consider them if I need some restricted items.
10 Sierra Crew | 10 Rome Crail | 10 Union Sierra Contact SL | 10 Nitro Reverb TLS Boots
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Direct Link To This Post Posted: Aug/23/2011 at 3:05pm
It'll be okay until Sierra figgers out what's going on and they get put on the blacklist.
Unless they keep changing addresses.....

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humdingaling View Drop Down
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Direct Link To This Post Posted: Aug/23/2011 at 4:28pm
priceUSA is a purchasing service
which is what some of the freight forwarders are offering now too (well i know bongo was doing in about year ago at the time i was wondering who the hell will pay extra for this service....now i understand)

basically they use a US credit card to purchase to a US address
and you pay them an additional fee for that service


Don't approach a goat from the front, a horse from the back, or a fool from any side..
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Direct Link To This Post Posted: Aug/23/2011 at 4:43pm
l'm pretty sure they would black list it. my friend had a shipping warehouse, and they wouldn't ship it bevause they thought they might foward it on your behalf 
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Direct Link To This Post Posted: Aug/23/2011 at 4:51pm
end of the day

other places will sell it besides trusnow
Wink


Don't approach a goat from the front, a horse from the back, or a fool from any side..
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Direct Link To This Post Posted: Aug/23/2011 at 4:59pm
32 they probably would. burton highly not!
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Direct Link To This Post Posted: Aug/23/2011 at 5:01pm
ill like to see them stop sales on eBay

Don't approach a goat from the front, a horse from the back, or a fool from any side..
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Direct Link To This Post Posted: Aug/23/2011 at 5:06pm
l'm not 100% sure, but from what l see, most burton can't go out of country even on ebay. l dont know if the seller is just abiding by it, or ebay might flag them down 
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