Asolo boot update: EMS replaces free!

[Little Frog]

Oh my word, I'm still in shock. I just can't believe how cool this is. For anyone who didn't read the "Asolo boots fell apart" thread, what happened was that the soles fell off my Asolo boots after only 300 miles of section hiking, but Asolo refused to replace them, citing their rigid "one year warranty". I had put the 300 miles on over several seasons of hiking and they were more than a year old, but had lots of tread left and obviously failed due to a manufacturer's defect. The Asolos didn't wear out, they just fell apart.

In refusing to replace the defective boots, an Asolo rep stated that "300 miles is a great deal to put on boots, I am not sure of any pair on the market that will take that much of a beating on a trail especially the AT." This statement was met with incredulity and hoots of derision by the hiker community, especially thru-hikers who can put 300 miles on a pair of boots in a matter of weeks.

Anyway, after a futile week of trying to deal with Asolo, I was about to give up when I got an email from a hiker who works for Eastern Mountain Sports. He said that THEY would step up and replace my boots absolutely free even though I didn't even buy them there! This gives EMS a chance to really show the hiker community how awesome their commitment to customer service and satisfaction is. I can't believe it, this is just incredible.

Eastern Mountain Sports, you guys ROCK! :clap

I am now excitedly browsing EMS's website (www.ems.com), looking at the boot choices. One thing for sure, my new boots sure as heck won't be Asolos!

Once again, thank you EMS, now that's an example of outstanding customer service...and I wasn't even a customer! Until now that is, these guys are my heroes! :)

[Stoker53]

Finally a retailer/mfg with some business sense....and a heart. Well done EMS!!!! Rest assured my next internet outdoor purchase will be from EMS.

[SGT Rock]

Word of mouth works both ways. I'm glad you made a plug for someone willing to help you.

[NICKTHEGREEK]

Good public relations is good business. My hat's off to Eastern Mountain Sports. Now Little Frog, you should do the right thing by them as well. Buy something while you are browsing for those free boots, at least some good leather care supplies. Ask about the EMS store brand boot also. I think they are called Summit and are made in Italy. I have a 5 yr old pair with Leather uppers and inners and a glued on sole that have had no problems at all.

[Peaks]

IMHO, EMS has become more fashion and less function. However, that being said, I'd suggest that you strongly consider buying at least some clothing from them. I wear their shorts and some fleece, among other things.

[Happypappy]

IMHO, EMS has become more fashion and less function. However, that being said, I'd suggest that you strongly consider buying at least some clothing from them. I wear their shorts and some fleece, among other things.
Well, I must give my kudos to the folks at EMS. I have bought some things from them in the past, and they always swore they would back anything they sell. This goes above and beyond. My hat is off.

[TakeABreak]

Little Frog, I am glad to hear that EMS, has stepped up to help. I bought a rain jacket Marmot Precip and fuel canister from the Manchester Center, VT. store on my way north. Althought I do not regularly shop there, I will definitely give them more consideration in the future and when I do my next hike, I will definitely stop at the same store and give some business and any other EMS store's on my way.

If you are reading this EMS, way to go, my hat is off to you. Keep up the good work and the hiking community will not forget you for this.

ASOLO, if you reading this, be assured you not ever get any of my money. 300 miles is not a good deal, that is breakin mileage. I will stop here before I say some things I will have to ask God, for foregiveness for. But I do hope your business goes belly up, after the way you people have treated Little Frog.

[Pencil Pusher]

***, Asolo is a business. Stop looking for handouts. 300 miles is 300 miles and the dude even admitted the boots were outside the warranty period. Three separate threads for this one topic, way to go. Customer service? The dude wasn't even a customer. Sorry for the lousy attitude, but really...

[Little Frog]

Oh, most definitely, I will be making all of my future major gear purchases from Eastern Mountain Sports. I spoke with a manager at EMS on the phone today, he confirmed their offer to replace the boots, it was just so amazing. And the coolest thing was that, just like the dude who emailed me, he sounded so excited and positive about the company he worked for. They must really treat their employees well, cuz these guys really believe in EMS and are wildly enthusiastic about their company, their gear and the great service they provide to their customers. In short, EMS rocks! :)

[MedicineMan]

and this should be a lesson for Asolo, had a list of 10 boots considered including one pair of Asolo,,,because of this thread Asolo was eliminated.
Also wanted to plug/applaud EMS...I've got some of their 'knock-offs' and am well pleased by them and the money saved. When advising greenhorns on where to shop i suggest EMS and MEC first over REI.
Now on the Limmers I ordered them from Rocky Mountain Sports out of Estes Park. the size sent (correctly) was too big and offered no heel lock (this comparing to LLBean Crestas), so they have been shipped back requesting next 1/2 size down....am curious to see how soon i see a replacement.

And def. off AT topic but on last weeks paddle on Lake Jocassee we were putting together a 4 piece paddle for a girl not having a good time with a Greenland paddle, one of the 4 pieces---the right paddle blade slipped from my hand and promptly sunk to the bottom of the lake. One would think that a 4 piece paddle is primary used as a backup, and one would think that the manuf. might know that a backup paddle is used after loosing the main paddle and that assembly might happen under rough conditions and would at least make sure all the parts/pieces float.....one e-mail to AquaBound (the manuf. of this paddle) and a quick reply to send in the 3 remaining pieces so a blade can be fitted...so yeah to AquaBound, another company that actually tries to help.

Rock/Attroll........maybe a forum for good and bad companies backed up with true life experiences??? for example i've sent an old (15 years old) pile jacket back to Patagonia and they replace the zipper for free......

[SGT Rock]

I recommend this sort of thing go to the Gear Review section since customer service certainly falls within that realm.

[yogi clyde]

IMHO, EMS has become more fashion and less function.

Actually they have begun to return to their roots as an outdoor gear company, and away from the fashion for the masses.

I had a pair of EMS Summit boots that I liked, except for the soles, which they have since changed.

IMO 300 miles is not a lot to ask for from a pair of leather boots.

Over 700 miles in my La Sportivas. The waterproofness is not what it was to start, but otherwise still going stong.