CONTACTS
SUBJECTS
Default Null Subject Account for Blank Record
0403 -
0403 - ..
0404 - Summary/Objective
0405 -
040501 - Follow up ref SDS 39 0000. ref SDS 38 0000.
040502 -
040503 -
040504 -
040505 -
040506 -
040507 -
040508 -
040509 -
040511 - ..
0406 -
0407 -
0408 - Progress
0409 -
040901 - Called Hoka.....
040902 -
040903 - 1-866-491-3125
040905 - ..
040906 - Talked to Zach.
040908 - ..
040909 - Explained background buying Hoka Bondi 5 Wide (2E) size 9.5 shoes from
040910 - On-the-Run on invoice 1125/01/12/40437 reported on 170929 1010.
040911 - ref SDS 33 WG9O These were tried in the shoe store and found to be
040912 - very plush, like walking on pillows. ref SDS 33 TZ5H Hiked over 300
040913 - miles during October, so on 171110, ordered another 6 pair to rotate
040914 - daily. ref SDS 34 SM4M Received the shoes on 171113 1610. ref SDS 35
040915 - SM4M The next day wore 1 pair of new Bondi 5 Wide shoes, and found
040916 - they were much stiffer and harder than the first pair, reported on
040917 - 171114 1225. ref SDS 36 SM4M
040919 - ..
040920 - At that time, on 171114 at 1525 called Hoka and reported the problem
040921 - to Nadine. ref SDS 36 AM4S She was very helpful. Nadine recommended
040922 - trying all 6 of the new Bondi 5's on hikes to test for a common issue.
040923 - For past several weeks, these trials led to rising feet and knee pain,
040924 - and returning to high strength pain medications: hydrococone,
040925 - acetaminophen, ibuprofen). There are also discussions with medical
040926 - team on doing another round of PRP injection treatments for
040927 - metatarsals. Accordingly, shoe cushioning is very important.
040929 - ..
040930 - Yesterday, tried using Hoka online exchange system. This led to
040931 - selecting replacement shoes, reported on 171208 1218. ref SDS 39 IS3F
040933 - ..
040934 - Hoka's Bondi 5 Wide specification at...
040935 -
040936 - https://www.hokaoneone.com/mens-road/bondi-5/1014757.html?dwvar_1014757_color=BANT#start=45&cgid=mens-view-all
040938 - ..
040939 - This shows "Cushion" has three choices...
040940 -
040941 - Responsive Balanced Plush
040942 - Maximum cushion for
040943 - a pillow soft feel.
040945 - ..
040946 - There is an impression that the first pair of Bondi 5 Wide shoes
040947 - purchased from On-the-Run on 170929, complied with the "Plush" Cushion
040948 - specification. The 6 new pair were somehow manufactured with either
040949 - Responsive or Balanced cushion outer soles, and so do not meet the
040950 - Plush specification.
040952 - ..
040953 - Zach said all Bondi 5 Wide shoes should be Plush, as shown on the Hoka
040954 - website. There are no cushion options for Bondi 5 shoes.
040956 - ..
040957 - Accordingly, in this case the first pair was plush, purchased on
040958 - 170929 1010. ref SDS 33 NT4V This was shown by hiking 11 - 15 miles
040959 - per day for 5 weeks without feet pain and without pain medication.
040960 - However, the next 6 purchased on 171110 1042, ref SDS 34 SM4M, and
040961 - received on 171114, were immediately recognized as stiffer and harder.
040962 - This was reported via cellphone during a hike, to On-the-Run on 171114
040963 - 1225. ref SDS 36 SM4M After the hike, further reported problem to
040964 - Nadine at Hoka. ref SDS 36 AM4S
040966 - ..
040967 - Zack asked to hold the line while he does research.
040968 -
040970 - ..
0410 -
0411 -
0412 - 1128
0413 -
041301 - Zach back online.
041302 -
041303 - Zach said his supervisor explained that sometimes manufacturing will
041304 - apply the wrong sole to a run of shoes. Everybody is busy. Somone
041305 - gets confused and selects the wrong sole. This evidently occurred in
041306 - this case, i.e., there was a bad run, where manufacturing applied a
041307 - Responsive or Balanced sole instead of a Plush sole to Bondi 5 Wide
041308 - shoes, which were subsequently shipped to me and others.
041310 - ..
041311 - We considered a work plan to resolve the matter.
041313 - ..
041314 - Zach said that Nadine is out of the office today.
041316 - ..
041317 - He put the call on hold to investigate course of action.
041318 -
041319 -
041320 -
041322 - ..
0414 -
0415 -
0416 - 1139
0417 -
041701 - Zach said he tried on Bondi 5 Wide shoes in the office and they feel
041702 - like walking on a pillow, as shown on Hoka website, reported yesterday
041703 - on 171208 1218. ref SDS 39 T45F He was surprised how comfortable they
041704 - are, having never previously worn Bondi 5 shoes.
041706 - ..
041707 - Explained that was my experience trying on the shoes at On-the-Run,
041708 - reported on 170929 1010. ref SDS 33 FV6O
041710 - ..
041711 - Zach advised that his supervisor feels this record indicates a defect
041712 - in the outsole. Manufacturing must have applied outsole Cushioning
041713 - for Response or Balanced, instead of Plush, per above. ref SDS 0 1S4T
041715 - ..
041716 - Zach said to report on the Exchange Form under Reason for Exchange:
041717 -
041718 - Product defect
041720 - ..
041721 - Asked Zach to submit Exchange forms, since cannot print anything with
041722 - the HP printer.
041724 - ..
041725 - He will ask about sending exchange forms.
041726 -
041727 -
041729 - ..
0418 -
0419 -
0420 - 1144
0421 -
042101 - Zach said his office cannot mail exchange forms.
042102 -
042103 - He suggested selecting the pdf file option instead of printing the
042104 - exchange form. Then have a friend or neighbor pring the files.
042106 - ..
042107 - Explained the online Exchange form process that shows the "Print"
042108 - option, does not show other options for converting HTML to PDF or
042109 - text.
042111 - ..
042112 - Zach said he will fill out the forms (one for each exchange), and then
042113 - convert to PDF files. He will send a letter with all 6 Exchange PDF
042114 - forms attached. Can then get someone to print them, for transmitting
042115 - with the shoes in the original purchase box.
042117 - ..
042118 - We considered if a single Exchange form can be issued and then simply
042119 - copied for the other 5 pair of shoes.
042121 - ..
042122 - Review found Exchange forms have a unique RA Number, so have to
042123 - generate 6 forms.
042125 - ..
042126 - Zach said to forward the Exchange letter from Hoka to him, so he can
042127 - look up how to generate new Exchange letters for all 6 pair of shoes
042128 - and enter the correct "Reason" as Product Defect. He will then issue
042129 - new Exchange letters for all 6 pair of Bondi 5 Wide size 9.5 shoes.
042131 - ..
042132 - He asked about color?
042134 - ..
042135 - Requested all 6 pair in color: Cool Grey Midnight Navy.
042136 -
042137 -
042138 -
042140 - ..
0422 -
0423 -
0424 - 1152
0425 -
042501 - Sent letter to Zach at Hoka saying...
042502 -
042503 - 1. Subject: Fwd: Return for Rod Welch
042504 - Date: 2017-12-09 11:53
042508 - ..
042509 - 2. Zach,
042511 - ..
042512 - 3. Here is the letter from Hoka on the exchange attempted
042513 - yesterday.
042515 - ..
042516 - 4. Need to figure out how to convert the online exchange form into
042517 - pdf, rather than send to the printer (it's broke).
042518 -
042522 -
042523 -
042524 - 6. -------- Forwarded Message --------
042525 - Subject: Return for Rod Welch
042526 - Date: Fri, 8 Dec 2017 21:05:10 +0000 (GMT)
042527 - From: customerreturns@deckers.com
042528 - To: rod@welchco.com
042530 - ..
042531 - 7. Sites-HOKA-US-Site
042532 -
042533 - *SHOP SITE *
042534 -
042535 - https://www.hokaoneone.com
042537 - ..
042538 - 8. HOKA ONE ONE
042539 -
042540 - https://www.hokaoneone.com
042542 - ..
042543 - 9. Thank You Rod
042545 - ..
042546 - 10. Please keep this email for your records
042547 -
042548 - 11. *Customer Type :* Retail
042549 - *Return Type : * Exchange
042550 - *RA Number:* RA03893503_RCEX
042551 - *First Name : * Rod *Item SKU: * Hoka Bondi wide size 9.5 2E
042552 - *Last Name : * Welch
042553 - *Address 1 : * 1158 St Matthew PL #103
042554 - *Address 2 : *
042555 - *City : * Concord
042556 - *Country : * US
042557 - *State : * CA
042558 - *Zip Code : * 94518
042559 - *Email : * rod@welchco.com
042560 - *Phone Number : *925-849-4745
042561 - *Reason for return : * Did not meet expectations
042562 - Click here to track the status of your return
042563 -
042564 - https://www.hokaoneone.com/on/demandware.store/Sites-HOKA-US-Site/default/Returns-TrackReturn?trackingNo=RA03893503_RCEX
042566 - ..
042567 - 12. Items you would like to exchange
042568 -
042570 - ..
042571 - 13. First Choice
042572 -
042573 - 14. *Model/Item : * 1014757- CGMN- 09.5
042574 -
042576 - ..
042577 - 15. Next Steps To Take
042579 - ..
042580 - 16. PRINT
042581 -
042582 - 17. *Print your return form.* If returning multiple items, make
042583 - sure you have a return form for each item enclosed in the
042584 - box. If you are on a mobile phone, you can print to a
042585 - wireless capable printer or print the copy that was emailed
042586 - to you later.
042587 -
042588 - 18. *Enclose all product and returns forms in the box.*
042589 - *Ship and You're Done!*
042590 - *Mail your return back to:*
042591 -
042592 - Hoka One One Returns Department
042593 - 17791 N. Perris Blvd.
042594 - Moreno Valley, CA 92551
042596 - ..
042597 - 19. Please expect your return to take 3 ? 5 business days for
042598 - processing from the date of receipt at our returns
042599 - department. We will send an email confirmation to you once
042600 - your return has been processed. If your replacement product
042601 - is not available, a refund will be processed to your original
042602 - form of payment. All refunds will be credited to the original
042603 - form of payment.
042605 - ..
042606 - 20. Thank You ,
042608 - ..
042609 - 21. Hoka One One
042610 -
042611 - 22. 3175 Mission Oaks Blvd. Camarillo, CA 93012
042612 - Privacy Policy
042613 -
042614 - https://www.hokaoneone.com/on/demandware.store/Sites-HOKA-US-Site/default/Page-Show?cid=privacy-policy ::
042616 - ..
042617 - 23. Update Your Account
042618 -
042619 - https://www.hokaoneone.com/on/demandware.store/Sites-HOKA-US-Site/default/Account-Show
042621 - ..
042622 - 24. Need Help? Call
042623 - *1.866.491.3125* <tel:1.866.491.3125>
042624 -
042625 -
042626 -
042628 - ..
0427 -
0428 -
0429 - 1154
0430 -
043001 - Zach said he received the letter dated 171208, with attached Exchange
043002 - form, per above, previously issued by Hoka for the transaction that
043003 - failed yesterday on 171208 1218. ref SDS 39 IS3F
043005 - ..
043006 - He will issue 6 new Hoka letters, one for each of the Bondi 5 Wide
043007 - shoes to be exchanged. He will then fill out Hoka's website Exchange
043008 - forms for each of the 6 pair of shoes, and will convert the online
043009 - forms into external pdf files. He will transmit these 6 completed
043010 - exchange form pdf files as attachments to an email. I can somehow get
043011 - the pdf files printed, and place one form in each of the 6 original
043012 - shoe boxes for returning to Hoka.
043014 - ..
043015 - He will send another letter explaining findings from his research, and
043016 - conclusion of product defect, per above. ref SDS 0 KX3O Need to
043017 - include this with the exchange form in the box for each pair of shoes
043018 - being exchanged, so the folks in the warehouse have orientation to
043019 - verify they don't send more shoes with same defect.
043021 - ..
043022 - Asked Zach if we can end the call while he completes work on this
043023 - matter.
043025 - ..
043026 - Zach it would be easier for him to keep the call online, so if any
043027 - questions come up, he will not have to look up the phone number and
043028 - call back.
043030 - ..
043031 - Stayed online, and worked on other matters.
043032 -
043033 -
043035 - ..
0431 -
0432 -
0433 - 1217
0434 -
043401 - Zach said he has sent all the letters setting up exchanges for the 6
043402 - pair.
043404 - ..
043405 - Actually, received 7 letters from Zach each setting up an exchange.
043407 - ..
043408 - Not sure why there are 7 letters for 6 exchanges, but doesn't harm
043409 - anything.
043410 -
043411 -
043413 - ..
0435 -
0436 -
0437 - 1223
0438 -
043801 - Received letter from Zach with 7 pdf files attached for printing and
043802 - placing in the product boxes to return the defective shoes.
043803 -
043804 -
043806 - ..
0439 -
0440 -
0441 - 1233
0442 -
044201 - Received letter from Zach at Hoka saying...
044202 -
044203 - 1. Subject: Hoka One One: Defective Bondi 5
044204 - Date: 2017-12-09 12:30
044208 - ..
044209 - 2. To whom it may concern,
044211 - ..
044212 - 3. On December 9, 2017, I spoke with Rod Welch about his recent
044213 - purchase of six Bondi 5 shoes, which were evidently defective.
044215 - ..
044216 - This letter implements planning in the call with Zach, per above.
044217 - ref SDS 0 S679
044219 - ..
044220 - Letter from Zach at Hoka continues...
044221 -
044222 - 4. Rod stated that he had tried the Bondi 5 in a shoe store and
044223 - found that they were very comfortable and plush, so he decided
044224 - to purchase six Bondi 5's to wear in rotation for his regular
044225 - hiking. However, the Bondi 5's Rod received were not at all
044226 - plush, nor did they feel anything at all like the ones he
044227 - wore from the shoe store.
044229 - ..
044230 - 5. I tried on the Bondi 5 demo model in my office, and found that
044231 - they were extremely plush and comfortable. I and my supervisor
044232 - came to the conclusion that the Bondi's which Rod received had
044233 - defective outsoles, and advised Rod to exchange his Bondi 5's
044234 - for six other pairs which should be as a comfortable as the
044235 - Bondi 5's we both wore and not defective.
044237 - ..
044238 - This letter relates Zach's findings of product defect, per above.
044239 - ref SDS 0 KX3O
044241 - ..
044242 - Thanked Zach for extra effort today. Wished him and Hoka happy
044243 - holidays, and Happy New Year.
044245 - ..
044246 - Zach said he enjoyed working on this project.
044247 -
044248 -
044250 - ..
0443 -
0444 -
0445 - 1313
0446 -
044601 - Since it seems that Kathy mentioned her printer is down, called Amy
044602 - and left message asking about printing pdf exchange forms, which
044603 - Kathy can bring when she comes to Concord later today or tomorrow.
044605 - ..
044606 - Sent letter to Amy with copy to Kathy saying...
044607 -
044608 - 1. Subject: Fwd: Hoka One One Exchange Labels
044609 - Date: 2017-12-09 13:18
044617 - ..
044618 - 3. Per phone message left just now, please print attached PDF
044619 - files, which should result in 6 sets of 2 page documents.
044621 - ..
044622 - 4. Hoping Kathy can bring with her later today, or tomorrow.
044624 - ..
044625 - 5. These are product Exchange forms that were filled out online by
044626 - Hoka rep today, per the record on 171209. ref SDS 0 SM4M
044628 - ..
044629 - 6. It is an interesting story (another "wicked problem"), but not
044630 - necessary to review for this project. Just hoping you can
044631 - print the attached forms. If you don't have time, maybe Kathy
044632 - can print them. If not I can take the file to UPS and they can
044633 - print them.
044635 - ..
044636 - 7. Hope Simone is over her cold, and in good voice for the choir
044637 - event today at high school.
044638 -
044644 -
044645 - 10. -------- Forwarded Message --------
044646 - Subject: Hoka One One Exchange Labels
044647 - Date: Sat, 9 Dec 2017 20:18:57 +0000
044654 - ..
044655 - 11. Attached are your six return/exchange labels.
044656 -
044658 - ..
044659 - 12. Attachments:
044660 - Exchange Form 1.pdf 70.2 KB RA Number: RA03894174_RCEX
044661 - Exchange Form 2.pdf 70.5 KB RA Number: RA03894171_RCEX
044662 - Exchange Form 3.pdf 70.5 KB RA Number: RA03894169_RCEX
044663 - Exchange Form 4.pdf 70.5 KB RA Number: RA03894166_RCEX
044664 - Exchange Form 5.pdf 70.2 KB RA Number: RA03894160_RCEX
044665 - Exchange Form 6.pdf70.2 KB RA Number: RA03894154_RCEX
044666 -
044667 -
044668 -
044670 - ..
0447 -
0448 -
0449 - 1722
0450 -
045001 - Letter to Zach and Nadine at Hoka saying...
045002 -
045003 - 1. Subject: [EXTERNAL] SECURE: Hoka One One: Defective Bondi 5
045004 - Date: 2017-12-09 17:20
045010 - ..
045011 - 2. Dear Zach and Nadine,
045013 - ..
045014 - 3. Thanks very much for excellent customer support today, as
045015 - related in your letter shown below, and further set out in the
045016 - record of our work. ref SDS 0 SM4M
045018 - ..
045019 - 4. One thing jumps out in this story - Hoka is on the customer's
045020 - side no matter how difficult the problem. Correcting the
045021 - outsole specification on the shoes will resolve feet and knee
045022 - pain, at least for awhile. Hoping this reduces pain
045023 - medications, and pending PRP injection therapies for the feet,
045024 - saving time and money.
045026 - ..
045027 - 5. Thanks again for assistance today, and to Nadine for all her
045028 - efforts.
045030 - ..
045031 - 6. Happy Holidays and Happy New Year,
045032 -
045036 -
045037 -
045038 -
045039 -
045040 -
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0451 -