CONTACTS
0201 - United Parcel Service (UPS) Center
020101 -
020102 - Customer Support
SUBJECTS
Hoka Stinson Lite Shoes Size 10 Wider Toe Line Prevent Metatarsalgia
1903 -
1903 - ..
1904 - Summary/Objective
1905 -
190501 - Follow up ref SDS 70 0000. ref SDS 69 0000.
190502 -
190503 -
190504 -
190505 -
190507 - ..
1906 -
1907 -
1908 - Background
1909 -
190901 - On 170713 1640 visit Fleet Feet bought Hoka Conquest shoes size 9.5,
190902 - ref SDS 39 JY56, on invoice 256331/4/21362 for $184.45. ref SDS 39
190903 - N69M
190905 - ..
190906 - On 140721 1225 shown in case study on 120101 0900 hiked 10 miles,
190907 - could not finish 11 mile route, ref SDS 3 ZH4O, feet hurt badly from
190908 - metatrsalgia but worse from severe blisters because shoe heels slipped
190909 - entire route. ref SDS 3 8F5J
190911 - ..
190912 - On 140726 1030 Hoka Conquest shoes caused severe blisters on hikes, so
190913 - went back to Fleet Feet and requested possible remedies. ref SDS 40
190914 - JY56 Fleet Feet exchanged the shoes and replaced with Hoka Stinson
190915 - Trail shoes. ref SDS 40 LE7M
190917 - ..
190918 - On 140828 1203 visited Fleet Feet in Pleasant Hill to buy new Hoka
190919 - Stinson Trail shoes, ref SDS 41 915F, purchased only a month ago on
190920 - 140726, ref SDS 40 LE7M, because heel lining has worn out after 25% of
190921 - design life, hiking 145 miles in 17 hikes over 32 days, shown in case
190922 - study on 140828 1203. ref SDS 41 OZ5H
190924 - ..
190925 - On 140828 1352 took 1st pair Hoka Stinson Trail shoes to Dean's Shoe
190926 - Repair to fix failed heel lining. ref SDS 42 XN5F
190928 - ..
190929 - On 140905 1058 called Fleet Feet and discussed with Kathie, visiting
190930 - Joann's Fabrics for material to replace heel linings in Hoka Stinson
190931 - Trail shoes, reported in the record on 140903 1330. ref SDS 46 OM6O
190932 - Kathie suggested contacting Hoka directly to get the product
190933 - specification. ref SDS 47 GY9M,
190935 - ..
190936 - On 140905 2103 letter to Hoka requests product specification for
190937 - material to repair heel lining in Hoka Stinson Trail shoes.
190938 - ref SDS 48 QE5I
190940 - ..
190941 - On 140906 1413 letter from Hoka submits information that is
190942 - insufficient to buy material for repairing failed heel lining on Hoka
190943 - Stinson Trail shoes, ref SDS 49 QE5I, which was requested in the
190944 - letter to Hoka yesterday on 140905 2103. ref SDS 48 DT8N
190946 - ..
190947 - On 140906 1413 at 1425 called Hoka and talked to Amber. ref SDS 49
190948 - EU5I Amber said her supervisor suggested file warranty claim replace
190949 - Hoka shoes, since they wore out in only a month use making 17 hikes
190950 - and only 145 miles. Ambe said that Hoka warrants their shoes for 1
190951 - year. ref SDS 49 HU7H
190953 - ..
190954 - On 141002 0752 shipped for replacement via UPS tracking #
190955 - 1ZW2119W0391834696 the 1st pair Hoka Stinson Trail shoes under RMA
190956 - RA01605651_RCEX claim that shoe linings failed after 1 month, 11
190957 - months less that 12 month warranty. ref SDS 56 ZN5G
190959 - ..
190960 - On 141010 1602 called and talked to Dimitri; he advised that Hoka
190961 - received the shoes under RMA # RA01605651_RCEX on 141006; customer can
190962 - expect to receive response to claim within 10 days or about on 141016.
190963 - ref SDS 57 XN5F
190965 - ..
190966 - On 141021 1741 Hoka approved warranty claim awarded credit $174 to buy
190967 - shoes to replace failed Hoka Stinson Trail shoes heel linings.
190968 - ref SDS 58 XN5F
190970 - ..
190971 - On 141026 1617 ordered Hoka Stinson Lite shoes to replace 1st pair
190972 - Hoka Stinson Trail shoes that failed, explained in the claim filed on
190973 - 141002 0752. ref SDS 56 ZN5G
190975 - ..
190976 - On 141029 Hoka issued another credit #6035710238690051047 in the
190977 - amount of $174.40 to buy another pair of Hoka Stinson shoes.
190978 - ref SDS 63 XN5F
190980 - ..
190981 - On 141029 1627 received 1st pair Hoka Stinson Lite shoes grey to
190982 - replace 1st pair Hoka Stinson Trail shoes. ref SDS 64 XN5F
190984 - ..
190985 - On 141030 2329 ordered 2nd pair Hoka Stinson Lite shoes using credit
190986 - offered by Hoka. ref SDS 65 0001
190988 - ..
190989 - On 141104 1624 received 2nd pair Hoka Stinson Lite shoes blue to
190990 - replace defective Hoka Stinson Trail shoes. ref SDS 66 XN5F
190992 - ..
190993 - On 141219 0752 shipped for replacement via UPS tracking #
190994 - 1ZW2119W0300709484 the 2nd and 3rd pair Hoka Stinson Trail shoes under
190995 - RMA # RA01803083_RCEX and # RA01803130_RCEX claim that shoe linings
190996 - failed after 1 month, 11 months less that 12 month warranty.
190997 - ref SDS 67 JF6G
190999 - ..
191000 - On 141226 0753 Hoka approved warranty claim awarded credit $348.80 to
191001 - buy shoes to replace failed Hoka Stinson Trail shoes heel linings.
191002 - ref SDS 68 XN5F
191004 - ..
191005 - On 150102 1708 received another 2 pair Hoka Stinson Lite shoes.
191006 - ref SDS 69 B85H
191008 - ..
191009 - On 150719 0826 existing 4 pair Stinson Lite shoes have work out after
191010 - about 570 miles each. ref SDS 70 XN5F Ordered 2 pair Stinson Lite
191011 - shoes to replace shoes that are worn out. ref SDS 70 PM4H Ordered
191012 - another 2 pair Stinson 3 shoes that is a new design that replaces
191013 - Stinson Lite. ref SDS 70 G18O Called back and was notified that Hoka
191014 - warranty is for 1 year, so cancelled both orders. ref SDS 70 TX60
191015 - Considered filing claim to get 4 new pair of shoes. ref SDS 70 H66H
191016 - Finally ordered 1 pair Hoka Stinson 3 shoes. ref SDS 70 OW8N
191017 -
191018 -
191019 -
191021 - ..
1911 -
1912 -
1913 - Progress
1914 -
191401 - Hoka Order 4 Pair Stinson Lite Shoes Size 10 Replace Worn Shoes for Hiking
191402 -
191403 - Follow up ref SDS 70 XN5F, ref SDS 69 XN5F.
191404 -
191405 - Checked UPS this morning. It shows package has been scanned in at
191406 - the Concord Service Center, but is not out for delivery.
191408 - ..
191409 - Called UPS.
191411 - ..
191412 - Talked to Karen.
191414 - ..
191415 - Asked about picking up the package at the Service Center on Olivera
191416 - Street?
191418 - ..
191419 - Order Date............................ 07/19/2015
191420 - Order #............................... 11786303
191422 - ..
191423 - UPS tracking #....
191424 -
191425 - 1Z99WA870327681393
191427 - ..
191428 - She went to check with a warehouse manager to see if the package is
191429 - still onsite.
191430 -
191432 - ..
1915 -
1916 -
1917 - 1016
1918 -
191801 - Karen back online.
191802 -
191803 - She has not found the package in the building, indicating it may have
191804 - been put on the delivery truck, and not scanned for delivery.
191806 - ..
191807 - Karen will look further, and if she cannot find the package, she will
191808 - call the driver for this area and ask if he can check to see if it is
191809 - on the truck, and if so, might he be able to deliver by noon or at
191810 - least before 1500.
191812 - ..
191813 - Karen will call back with update on delivery.
191815 - ..
191816 - AT 1125 UPS truck will be at...
191817 -
191818 - 3501 Cowel
191819 - Cowell Park
191821 - ..
191822 - Considered letting UPS make standard delivery, since he is just up
191823 - the street.
191825 - ..
191826 - Karen seemed to feel UPS has gone to extra effort for accomodating
191827 - the customer, so decided to meet truck at common point.
191828 -
191830 - ..
1919 -
1920 -
1921 - 1120
1922 -
192201 - Arrived at Cowel Park.
192202 -
192203 - At about 1125, saw the UPS truck parked across the park on Cowel
192204 - Road.
192206 - ..
192207 - Had to run all across the park to get there before he gives up and
192208 - leaves.
192209 -
192211 - ..
1923 -
1924 -
1925 - 1144
1926 -
192601 - Now have the shoes at the house.
192602 -
192604 - ..
1927 -
1928 -
1929 - 1206
1930 -
193001 - Started on 1st hike with new Hoka Stinson 3 shoes. They seem narrower
193002 - than size 10 we already have that are causing severe blisters,
193003 - reported for example hiking on 150721, shown in case study on 140101
193004 - 0600. ref SDS 10 P59N
193005 -
193006 - [On 150724 0921 returned Hoka Stinson 3 size 10 shoes
193007 - because too narrow, and exchange for Hoka Constant size
193008 - 9.5, which is represented as identical to Stinson 3, but
193009 - wider across the toe line. ref SDS 71 XN5F
193010 -
193011 -
193013 - ..
193014 - Hoka Constant Shoes Wider Order Replace Stinson 3 Too Narrow
193015 -
193016 - Called Hoka.....
193017 -
193018 - 1-866-491-3125
193020 - ..
193021 - Talked to Nathaniel...
193023 - ..
193024 - Reviewed order #............................. 11786303
193026 - ..
193027 - Placed on.................................... 150719 0826, ref SDS 70 OW8N
193029 - ..
193030 - He suggests switching to Constant, which is identical to Stinson 3,
193031 - but wider.
193033 - ..
193034 - Placed order for Constant, and will return Stinson 3 for credit.
193036 - ..
193037 - Nathaniel said Constant shoes have a wider fit.
193039 - ..
193040 - Therefore, ordered size 9.5, since originally ordered size 10 to get
193041 - wider shoe.
193042 -
193043 - [On 150724 0921 received Hoka Constant shoes; they are
193044 - wider but do not have nearly the cushioning of Hoka Stinson
193045 - Lite nor Stinson 3 shoes that protect against feet injuries
193046 - (e.g., metatarsalgia), nor yield rebound energy that
193047 - improves speed. ref SDS 72 XX8F
193049 - ..
193050 - [On 150820 0546 returned defective Constant shoes to Hoka,
193051 - with letter requesting refund. ref SDS 73 YD5J
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Distribution. . . . See "CONTACTS"