CONTACTS
0201 - Dean's Shoe Repair
020101 - Ms. Sara NLN
SUBJECTS
Hoka Representative Amber Advised File Warranty Claim Recover Failed
3403 -
3403 - ..
3404 - Summary/Objective
3405 -
340501 - Follow up ref SDS 45 0000. ref SDS 43 0000.
340502 -
340503 - Hoka failed to submit product specification for buying heel lining
340504 - material to repair failed heel linings on Hoka Stinson Trail shoes.
340505 - ref SDS 0 QE5I Called Hoka. The company representative advised that
340506 - Hoka refuses to provide product specifications for making repairs to
340507 - their shoes. ref SDS 0 EU5I Hoka recommends that customers file
340508 - warranty claims on shoes that wear out prior to design life of 500
340509 - miles or 1 year. ref SDS 0 HU7H
340510 -
340511 -
340512 -
340513 -
340515 - ..
3406 -
3407 -
3408 - Background
3409 -
340901 - On 170713 1640 visit Fleet Feet bought Hoka Conquest shoes size 9.5,
340902 - ref SDS 37 JY56, on invoice 256331/4/21362 for $184.45. ref SDS 37
340903 - N69M
340905 - ..
340906 - On 140721 1225 shown in case study on 120101 0900 hiked 10 miles,
340907 - could not finish 11 mile route, ref SDS 3 ZH4O, feet hurt badly from
340908 - metatrsalgia but worse from severe blisters because shoe heels slipped
340909 - entire route. ref SDS 3 8F5J
340911 - ..
340912 - On 140726 1030 Hoka Conquest shoes caused severe blisters on hikes, so
340913 - went back to Fleet Feet and requested possible remedies. ref SDS 38
340914 - JY56 Fleet Feet exchanged the shoes and replaced with Hoka Stinson
340915 - Trail shoes. ref SDS 38 LE7M
340917 - ..
340918 - On 140828 1203 visited Fleet Feet in Pleasant Hill to buy new Hoka
340919 - Stinson Trail shoes, ref SDS 39 915F, to replace the same shoes
340920 - purchased only a month ago on 140726, ref SDS 38 LE7M, because heel
340921 - lining has worn out after 25% of design life, hiking 145 miles in 17
340922 - hikes over 32 days. ref SDS 39 OZ5H
340924 - ..
340925 - On 140828 1352 took 1st pair Hoka Stinson Trail shoes to Dean's Shoe
340926 - Repair to fix failed heel lining. ref SDS 40 XN5F
340927 -
340928 -
340930 - ..
3410 -
3411 -
3412 - Progress
3413 -
341301 - Shoe Lining Repair Hoka Stinson Trail Shoes
341302 -
341303 - Follow up ref SDS 45 XN5F, ref SDS 43 XN5F.
341304 -
341305 - On 140828 purchased from Fleet Feet 2nd pair Hoka Stinson Trail shoes
341306 - to replace same model shoes with torn heel lining, previously
341307 - purchased a month ago on 140726 1030, ref SDS 38 LE7M, and for the
341308 - purpose of avoiding blisters and metatasalgia feet injury. ref SDS 39
341309 - IF6O
341311 - ..
341312 - Heel lining repairs done by Dean's Shoe Repair on 140830 1228,
341313 - ref SDS 41 VZ50, caused bad blisters doing test hike on 140903, shown
341314 - in case study on 120101 0900, ref SDS 2 FG3F, and because worn heel
341315 - linings were not replaced with the same soft material that has failed,
341316 - as requested when the shoes were submitted to Dean's Shoe Repair on
341317 - 140828 1352, ref SDS 40 645N, which has been effective preventing
341318 - blisters, reported in case study on 120101 0900. ref SDS 2 E99M
341320 - ..
341321 - On 140903, Claudio said that Dean's Shoe Repair company cannot get the
341322 - material used in the Hoka Stinson Trail shoes. He suggested going to
341323 - JoAnn's Fabrics store next to Fry's and selecting a fabric for heel
341324 - lining repairs. He will install it. ref SDS 43 OM6O
341326 - ..
341327 - On 140905 called Kathie at Fleet Feet. She suggested contacting Hoka
341328 - directly to get the product specification for the heel lining
341329 - material, reported in another record on 140905 1058, ref SDS 44 GY9M
341331 - ..
341332 - Background contacting Hoka is reported in the record on 140708 1014.
341333 - ref SDS 35 SB4H
341335 - ..
341336 - Contact for Hoka is show at...
341337 -
341338 - http://www.hokaoneone.com/contact.html
341339 -
341340 - HOKA ONE ONE
341341 - 123 N Leroux St
341342 - Flagstaff, AZ 86001
341343 - customerservicehokaus@deckers.com
341344 - 1.866.491.3125
341346 - ..
341347 - Received letter from Hoka saying...
341348 -
341349 - 1. Subject: Re: Heel Lining Specification Repair Hoka Stinson Trail
341350 - Date: 2014-09-06 11:05
341354 - ..
341355 - 2. Dear Rod,
341357 - ..
341358 - 3. Thank you for contacting Hoka ONE ONE!
341360 - ..
341361 - 4. I was happy to look up some information for you. The
341362 - description of the insole that is available to me is what
341363 - follows. I hope this gives the information you need.
341365 - ..
341366 - Deborah responds to the letter to submitted to Hoka yesterday on
341367 - 140905 2103, ref SDS 45 QE5I, requesting prodcut specification to
341368 - material required to repair failed heel linings on Hoka Stinson Trail
341369 - shoes. ref SDS 45 DT8N
341371 - ..
341372 - Hoka letter continues...
341373 -
341374 - Breathable fabric lining offers in-shoe comfort.
341375 - Fixed insole supplies light underfoot cushioning.
341376 - Late-stage Meta-Rocker geometry promotes a precise, nimble
341377 - foot transition and a stable ride.
341378 - Deep Foot Frame.
341379 - Full-length HIP CMEVA midsole provides superior cushioning
341380 - and protection.
341381 - Midsole is 2.5 times the volume of a standard running shoe
341382 - to deliver excellent shock absorption and an inherently
341383 - stable ride.
341384 - Midsole Height:
341385 - Heel/ Toe: 32 mm/ 26 mm
341386 - Differential: 6 mm
341387 - High-abrasion, full-ground contact rubber outsole has a
341388 - trail-specific design.
341389 - Imported.
341390 - Measurements:
341391 - Weight: 10 oz
341392 - Product measurements were taken using size 9, width B - Medium.
341393 - Please note that measurements may vary by size.
341395 - ..
341396 - This information is insufficient to buy material for repairing failed
341397 - heel lining on Hoka Stinson Trail shoes, which was requested in the
341398 - letter to Hoka yesterday on 140905 2103. ref SDS 45 DT8N
341400 - ..
341401 - Hoka letter continues...
341402 -
341403 - 5. If we can be of any further assistance please do not hesitate
341404 - to contact us at (866) 491-3125.
341406 - ..
341407 - 6. Deborah S.
341408 - Hoka ONE ONE
341409 - Deckers Brands
341410 - Customer Experience Representative
341411 - Phone 866-491-3125
341412 - FAQ
341414 - ..
341415 - 7. Please consider the environment before printing this email! ?
341416 -
341417 -
341419 - ..
3415 -
3416 -
3417 - 1425
3418 -
341801 - Called Hoka and talked to Amber...
341802 -
341803 - Asked for Deborah.
341805 - ..
341806 - Amber checked and advised that Deborah is working with another
341807 - customer. She offered to provide assistance.
341809 - ..
341810 - Reviewed issues presented in the letter to Deborah yesterday on 140905
341811 - 2103. ref SDS 45 QE5I
341813 - ..
341814 - Amber put the call on hold to investigate.
341815 -
341817 - ..
3419 -
3420 -
3421 - 1433
3422 -
342201 - Amber came on line.
342202 -
342203 - She advised that her supervisor said that Hoka policy does not provide
342204 - product specifications on shoe materials for making repairs, other
342205 - than to say on this issue that the lining made of "mesh."
342207 - ..
342208 - Explained I have to go to a fabric store and buy a particular product
342209 - and deliver to shoe repair store, as set out in the letter to Hoka
342210 - yesterday on 140905 2103. ref SDS 45 DT7O
342212 - ..
342213 - Amber said her supervisor suggested file warranty claim replace Hoka
342214 - shoes, since they wore out in only a month use making 17 hikes and
342215 - only 145 miles. Ambe said that Hoka warrants their shoes for 1 year.
342217 - ..
342218 - She explained warranty claims are filed on Hoka Interent at...
342219 -
342220 - http://www.hokaoneone.com/on/demandware.store/Sites-HOKA-US-Site/default/Returns-Start
342221 -
342222 - [On 140929 1137 prepared claim to replace Hoka Stinson
342223 - Trail shoes with soft heel lining. ref SDS 46 8V6J
342224 -
342225 -
342226 -
342227 -
342228 -
342229 -
342230 -
342231 -
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342235 -