Sunova Board owner experience with factory.
Since Bert had actually asked me to let him repair 2 very superficial dings I forwent a ding repair opportunity on a surf trip in Sri Lanka.
Took board to (the board factory)factory in Chonburi Thailand. About 2 hours for me, taxi, 2 trains and a bus, but nevermind getting there is my problem. I was told 35dollars for repair.
More than 3 months later and multiple emails without response I called them I didn’t know if the factory was even still in existence as it has closed and or relocated multiple times in the past. The man was apologetic about my board and also mentioned he had a plan/idea to use my board repair to make a Sunove website video on ding repair. I was told the repair would most likely be started sometime during next week. When I brought the board the repair needed to wait about 7 days for a business trip. I asked what they were going to charge me and the answer was 35usd. I informed them I’d pick up the board on Friday. My call was on Monday. At that point I didn’t care if the repair was done or not I just wanted the board. I didn’t say anything antagonistic about their negligence and my 1/4 year loss of use as I was concerned about my board not dissapearing.
Have postponed surf trips for more than 1/4 year. No one notified me about a delay either. The original price for repair was 35 usd. Kind of steep in Thailand or by Sri Lanka standards but I felt the board could not be in better hands.
Anyway I hired a car to pickup the board and late Friday afternoon was still not ready. Had to hang around. I was astonished. Basically "we neglected your board, neglected telling you about delay, caused you “loss of use” but come and pay for our ineptitude as your time and loss and inconvenience means nothing to the “shaper of the year” firewire genius. Not to mention the idea of using my board repair in a Sunova video to improve their business/customer service model.
Upon arriving home the board bag trap was not in the bag. Salt on the wound. More lost time. They ended up finding it and mailing it to me, thank you.
Sunova’s solution to my experience with their ineptitude and negative consideration of a customer was to somehow calculate the value of loss of use , my hassle and their ineptitude and offer me a 300 dollar discount if I buy a new board. Nice, making it up to me by requiring the purchase of a new board. Rather than Bert just refunding the token charge and apologizing the answer was to compel me to buy another board. I suggested in lieu of a 300 dollar discount, give me one of the many factory 2nd 3rd boards that are going NOWHERE fast. Perhaps this idea popped into my mind hearing about firewires giving away a lot of factory 2nd’s. I’ve really had enough experience with Sunova. I will see if the firewire factory can do future repairs if needed. By the way, no email or communication at all from the shaper of the year.
Pros; board seems to be well built, and light.Rides well.
Cons; Too bad they treat board owners like shiiite and cannot connect the dots. Amazing hassle and wait for a simple repair by the so called “firewire genius” Makes one wonder if getting locked out of your own factory might be based upon sound rationale.
I have zero commercial interest or surfing industry connections. I more than welcome comments/feedback from Sunova.