CONTACTS
SUBJECTS
Hoka Exchange For Stinson 3 Size 10.5 3 Pair Return Tor Summit Mid W
1103 -
1103 - ..
1104 - Summary/Objective
1105 -
110501 - Follow up ref SDS 10 0000. ref SDS 8 0000.
110502 -
110503 -
110504 -
110505 -
110507 - ..
1106 -
1107 -
1108 - Progress
1109 -
110901 - Hoka Stinson 3 Shoes Return Warranty Exchange Heel Linings Failed
110902 -
110903 - Follow up ref SDS 10 M062.
110904 -
110905 - Additionally, requested mailing lable to return Hoka Stinson 3 shoes
110906 - also purchased on...
110908 - ..
110909 - Runner's Warehouse order #3218507
110910 - 160208 1206......................... ref SDS 4 O55K
110912 - ..
110913 - Shoes were received on 160210 1713. ref SDS 5 4S9F
110915 - ..
110916 - How many miles do Hoka Stinson 3 shoes have...
110918 - ..
110919 - Sent letter to Running Warehouse saying...
110920 -
110921 - 1. Subject: Exchange Hoka Stinson 3 Running Warehouse Order #3218507
110922 - Date: 2016-06-10 13:47
110930 - ..
110931 - 2. Following up your letter on 160423, shown below, ref SDS 6
110932 - ET4L, I am asking about work plan to return Hoka Stinson 3
110933 - shoes on Running Warehouse order #3218507, as agreed with
110934 - Mikela, when she recommended trying this model again.
110936 - ..
110937 - 3. At that time on 160208, called to order 2 more pair Hoka
110938 - Stinson Lite shoes size 10.5. Over the past 2 years 10 pair of
110939 - Hoka Stinson Lite size 10.5 shoes were ordered between Running
110940 - Warehouse and Hoka direct. These Stinson Lite shoes lasted
110941 - about 5,000 miles. On 160208, Mikela said the company was out
110942 - of Stinson Lite shoes, and proposed trying Stinson 3. Notified
110943 - Mikela that last year on 150724, we returned Stinson 3 shoes
110944 - size 10 to Hoka direct on their order #11786303, because they
110945 - were too narrow. As a result, Mikela proposed trying size
110946 - 10.5, as shown in the record on 160208. ref SDS 4 TL6P
110948 - ..
110949 - 4. On receiving the shoes a few days later, Mikela was correct,
110950 - the width of size 10.5 was okay. However, could not actually
110951 - hike with Hoka Stinson 3 shoes until right knee MCL injury
110952 - healed [...several months later...] on 160420. At that time,
110953 - the shoes caused severe heel blister right foot Achilles'
110954 - tendon (see case study on 140101 line 114517. ref SDS 2 SUXW
110956 - ..
110957 - 5. See also line 114584. ref SDS 2 SVVU
110959 - ..
110960 - 6. The next day on 160421, applied dressing to right heel wound
110961 - and tried another hike wearing Hoka Stinson 3 shoes. This
110962 - caused more sever injury that required calling a taxi to get
110963 - home, see again the case study at line 114661 and further at
110964 - line 114738. ref SDS 2 VZ4M
110966 - ..
110967 - 7. After trying (without success) to replace Stinson Lite shoes
110968 - with various other models received direct from Hoka, on 160510,
110969 - tried Hoka Stinson 3 shoes again (order #3218507), this time
110970 - with more extensive bandaging system on right Achilles' heel.
110971 - This worked well - see again case study reporting. ref SDS 2
110972 - 144L
110974 - ..
110975 - 8. Line 116009 says in part...
110976 -
110977 - "Used larger section Hydrafera Blue Bacteriostatic dressing on
110978 - Achilles' tendon wound right foot. Wrapped with Coban
110979 - self-adhering tape, then with surgon's tape implementing
110980 - guidance in Wound Care. This worked well." ref SDS 2 UPUQ
110982 - ..
110983 - 9. However, Hoka Stinson 3 shoes caused new injury to left
110984 - Achilles' tendon that occurred previously to the right heel,
110985 - see line 116027. ref SDS 2 UPSV
110987 - ..
110988 - 10. On 160525 tried Hoka Stinson 3 shoes order #3218507 again.
110989 - Protected left Achilles' tendon blister with similar extensive
110990 - dressing. This again worked well, shown in the case study line
110991 - 116861. ref SDS 2 UYWQ
110993 - ..
110994 - 11. As a result, it seemed that Hoka Stinson 3 shoes size 10.5
110995 - might become a viable replacement for Hoka Stinson Lite shoes,
110996 - as discussed with Mikela on 160208, and when configured with
110997 - extensive dressing to protect against heel blisters.
110999 - ..
111000 - 12. However, on 160531, after wearing these shoes at most 10 times
111001 - for about 100 miles, the heel linings tore out, causing another
111002 - sever blister at pain level 10 on left heel, see line 117310.
111003 - ref SDS 2 VTSQ
111005 - ..
111006 - 13. This says in part...
111007 -
111008 - "Went up Killer Ridge well. After Killer Ridge at mile 1.5
111009 - left heel pain increased to level 8 caused by tear in lining of
111010 - Hoka Stinson 3 shoes, first discovered this morning, per above.
111011 - Pain from tear in heel lining occurred previously with Hoka
111012 - Stinson Trail shoes reported on 141011. Tomorrow will try
111013 - taping the torn shoe heel lining, which seemed to help the
111014 - problem on 141011." ref SDS 2 VTSQ
111016 - ..
111017 - 14. Later that day on 160531, called Hoka direct, and spoke to
111018 - Chris in the Sales Department. You can review this telecon at
111019 - ref SDS 9 ND4G.
111021 - ..
111022 - 15. Chris advised that Hoka is aware of problems with the heel
111023 - design on Stinson 3 shoes, and plans to revert back to heel
111024 - design on Stinson Lite shoes for the next model release,
111025 - expected in 3 months. This will include providing more durable
111026 - heel lining material. He further advised that customers will
111027 - be able to exchange Hoka Stinson 3 shoes for the new Stinson
111028 - model with the prior heel design that works well on Stinson
111029 - Lite shoes.
111031 - ..
111032 - 16. A few days later on 160602, called Running Warehouse and talked
111033 - to Niki. She submitted a mailing label for exchanging Hoka
111034 - Stinson 3 shoes with torn linings for a new pair of Stinson 3
111035 - size 10.5 shoes. Niki advised that when the new Stinson design
111036 - is released later this year, that solves the heel problems,
111037 - then another exchange can be executed for a permanent solution.
111039 - ..
111040 - 17. It would be helpful for Running Warehouse to confirm this
111041 - solution, i.e., to plan for a double exchange.
111043 - ..
111044 - 18. Alternatively, we can wait for the new design to issue expected
111045 - in October, and then do a single exchange at that time. The
111046 - record in this case indicates that exchanging shoes with latent
111047 - heel design defect for another pair will result in new shoes
111048 - sitting in a box on the customer's shelf, until a final
111049 - exchange in October. May save time and money for handling and
111050 - shipping to do a single exchange in October for Stinson shoes
111051 - with corrected heel design.
111053 - ..
111054 - 19. If I don't hear back within 10 days, will return Hoka Stinson 3
111055 - Shoes on order #3218507, to exchange for new pair, as directed
111056 - by Niki on 160602; then submit them back to Running Warehouse
111057 - to exchange for the new model in October.
111059 - ..
111060 - 20. Thanks very much for consideration.
111061 -
111068 -
111069 -
111070 -
111071 -
111072 -
111073 -
111074 -
111075 -
111076 -
111077 -