Towerflag issues?

[brad460]

The threads in our towerflag mount stripped out - Second season with the mount so probably used it a handful of time.

Messaged them asking if I could just buy the internal composite piece (wasn’t asking for anything free) and got a reply back from Ian with a link to submit a warranty claim..

Submitted a warranty claim and a couple weeks went by with no response. Followed up again and was told they got my claim and it takes 10-14 days to process. Two more weeks go by and nothing. Reached out again and now getting no response ( new term ghosted?)..Can’t imagine the customer support can be that lousy..kind of surprised..

Has anyone else had issues?

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[larry_arizona]

Ian is typically very responsive, try the Facebook group page


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[MJHSupra]

Try him directly. He puts his number out there. Here it is from the Facebook Wakesurf World page when he answered the same question.

Ian is a nice guy. Good Supra person.

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[brad460]

Thanks- I had called him a couple times in the past and got no answer. He did personally reply to my first few emails, but not anymore.

I am sure he is a nice guy- perhaps something is going on because his customer service (ignoring me now) seems to be my luck..

I guess at this point I’ll spread the word whenever I can…$200 piece of crap (mount and pole)…lol…Won’t even sell me parts to fix it..

[larry_arizona]

Thanks- I had called him a couple times in the past and got no answer. He did personally reply to my first few emails, but not anymore.

I am sure he is a nice guy- perhaps something is going on because his customer service (ignoring me now) seems to be my luck..

I guess at this point I’ll spread the word whenever I can…$200 piece of crap (mount and pole)…lol…Won’t even sell me parts to fix it..

For what it's worth, by far the best flag mounts on the market.


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[brad460]

For what it's worth, by far the best flag mounts on the market.


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Agreed- looked great with my carbon fiber flag pole- guess that’s why I am so disappointed..oh well.

[MJHSupra]

Agreed- looked great with my carbon fiber flag pole- guess that’s why I am so disappointed..oh well.

Bum deal. Not sure who helps him with orders or if he is a one man band. Those were the some of the complaints online, communication and not getting back to people.

I used my flags the first few years, but have not recently. Probably laziness on my part.


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[KnoxMojo]

Bum deal. Not sure who helps him with orders or if he is a one man band. Those were the some of the complaints online, communication and not getting back to people.

I used my flags the first few years, but have not recently. Probably laziness on my part.


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Same, use them every so often when I think about them. Ian has always been great with me and most of us.

[larry_arizona]

Any updates?

Ian is very responsive on the Supra/moomba facebook page. Just saw him respond fast with a life time warranty.


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[brad460]

Only update is that I have emailed him twice since posting this and no response…I’ll move to FB and post..

[MJHSupra]

I read the FBook post. Mentioned something about filling out warranty claim.


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[larry_arizona]

Brad, glad Ian responded finally.


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[MJHSupra]

Small Business (probably a 1-man-band) produces a product claiming a Lifetime Warranty. Tough spot to get new orders out the door and do the work for warranty orders for others. I had one of the first versions that was later upgraded. Ian sent me a new set.

Just thinking, not sure I would put that kind of warranty out there. Stuff brakes over time. Public can be brutal on social media.

Glad you got a response Brad. Funny thread responses for peeps telling you to re-tap new threads. I give you credit, you were polite on the responses.

[brad460]

Yes- I did post on FB and looks like Ian sent one out..glad it’s resolved (if it arrives).

At the end of the day, things fail and that’s ok. What is most important is customer service..Hope he gets back on track.

Note: I first reached out to see if I could buy the internal piece that stripped out, but was asked to submit a claim..which I did.

[larry_arizona]

Yes- I did post on FB and looks like Ian sent one out..glad it’s resolved (if it arrives).

At the end of the day, things fail and that’s ok. What is most important is customer service..Hope he gets back on track.

Note: I first reached out to see if I could buy the internal piece that stripped out, but was asked to submit a claim..which I did.

Sounds like you were not the only one who struggled contacting him via email. Definitely feels like he is a 1 man show and probably not his day job.

I envision Facebook is his main source of contact and he probably has several printers running overnight to fill orders and warranty.


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[brad460]

Darn- looks like I spoke too soon! :-D

On FB told me he shipped a new mount, but hasn’t arrived. Now he is ignoring me on FB…

Disappointed he lied about shipping a new mount- that’s crossing the line.

[larry_arizona]

Darn- looks like I spoke too soon! :-D

On FB told me he shipped a new mount, but hasn’t arrived. Now he is ignoring me on FB…

Disappointed he lied about shipping a new mount- that’s crossing the line.

Sorry to hear this, I noticed the other FB guy got the same "it shipped already" story.

Thanks for the update


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[brad460]

Hold up- Got a message via FB and had my order confused with someone else..

New mount and pole being shipped…

[KnoxMojo]

Or you never actually submitted the warranty claim?

[brad460]

See post #1 …

Not only did I submit a claim, but got an email confirming the claim was received and turn around was 10-14 days.

But I suppose why not make it my fault.. :D

[KnoxMojo]

You emailed pictures but didn't click the link for the warranty., so yeah, take a little blame.

[brad460]

You emailed pictures but didn't click the link for the warranty., so yeah, take a little blame.

Or- I submitted a claim (got confirmation it was received per the attached email snip) and sent pictures..so yeah..there’s that ..lol



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[KnoxMojo]

Yeah, that's a follow up email you sent, you said he got the names mixed up. What's your warranty submission order number? Post that.

[brad460]

Yeah, that's a follow up email you sent, you said he got the names mixed up. What's your warranty submission confirmation number? Post that.

Didn’t receive a claim number- so guess my fault the system didn’t generate one..

To summarize: Submitted warranty claim, sent pictures and note that claim was submitted, sent follow up email that claim was submitted, received confirmation that said claim was received and would be processed in 10-14 days…

[larry_arizona]

Didn’t receive a claim number- so guess my fault the system didn’t generate one..

To summarize: Submitted warranty claim, sent pictures and note that claim was submitted, sent follow up email that claim was submitted, received confirmation that said claim was received and would be processed in 10-14 days…

In all fairness, it does sound like perhaps you didn't submit correctly and it didn't generate a claim.

Glad that Ian sorted it out and replaced your flag mount.


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[brad460]

In all fairness, it does sound like perhaps you didn't submit correctly and it didn't generate a claim.

Glad that Ian sorted it out and replaced your flag mount.


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For sure that’s possible, but then why confirm my claim was received and will be processed? Then not respond to multiple follow up emails?!

Anyhoo- I am told the parts were to ship today..