NEW BALANCE COMPLAINT (ID #844204) REGARDING "806 COURT SHOE SEPERATION DEFECT

CUSTOMER COMPLAINT (ID #844204) REGARDING NB 806 COURT SHOE DEFECTIVE 3” LONG TEAR EMAIL COMMUNICATIONS
COMPLAINT COMMUNICATIONS TIME LINE
Customer Information
Joseph J. Palmere Jr. 4313 Penn Avenue, Nottingham. MD 21236
IPTPA Certified Pickleball Teaching Professional Coach,
USAPA Pickleball Association "Ambassador" Baltimore Co N, MD
Owner “PICKLEBALL JUNKIE” Copyright Brand Sports Wear Images. 
  • 3/10/18 @ 6:30PM: CUSTOMER SENDS ORIGINAL COMPLAINT EMAIL TO NEW BALANCE CUSTOMER SERVICE.

    3/10/2018 @ 7:30PM: NEW BALANCE RESPONSE EMAIL ACKNOWLEDGEMENT OF COMPLAINT RECEIPT AND ASSIGNED  ID #844204.
  • 3/13/2018 @ 10:30AM: NEW BALANCE EMAIL “REQUEST TO CUSTOMER TO ANSWER OWNER WEAR AND CARE QUESTIONS,” FROM NB CUSTOMER SERVICE REP COURTNEY, ID REFERENCE #844204.
  • 3/13/2018 @ 1:30PM:  CUSTOMER’S RESPONSE “ANSWERS” EMAIL TO NEW BALANCE QUESTIONS.
  • 3/13/2018 @ 1:30PM: CUSTOMER PROVIDES ADDITIONAL INFORMATION REGARDING THE PURCHASE OF TWO PAIRS OF NB 806 COURT SHOES, ON SAME DATE, AT SAME PLACE TO ALTERNATE WEARING OF SHOES. 
  • CUSTOMER INFORMS NB ABOUT HOW THE TWO PAIR OF 806 COURT SHOES (THE ONE PAIR THAT HAD DEFECTIVE SHOE) WERE ALTERNATED DAILY TO MINIMIZE WEAR FOR LONGER LIFE AND WEARER SAFETY.
  • *THIS IS AN IMPORTANT FACTOR.  IF NB IS DETERMINING THAT THE SHOE DEFECT OCCURRED AFTER 6 MONTHS, THEN NB IS “WRONG!” THE TWO PAIR OF SHOES WERE PURCHASED AT SAME TIME TO ALTERNATE WEAR ON A DAILY BASIS. 
  • IN REALITY, THE DEFECTIVE PAIR OF 806 COURT SHOES HAD ONLY THREE (3) MONTHS OF WEAR, BEFORE THEY DEVELOPED THE DEFECTIVE TEAR BETWEEN THE MID-SOLE AND UPPER QUARTER.  
  • BETWEEN 3/13 AND 3/15/2018 @1PM CUSTOMER RECEIVES NO RESPONSE TO NB OWNER WEAR QUESTIONS,  AND ADDITIONAL CUSTOMER INFORMATION PROVIDED REARDING THE “CONSCIENTIOUS” PURCHASING OF TWO PAIR OF 806 SHOES TO ALTERNATE USE OF SHOES AND MINIMIZE WEAR.
  • 3/15/2018 @ 3:15PM, NB CUSTOMER SERVICE SENDS CUSTOMER SPECIAL OFFER $50 OFF COUPON AS RESOLUTION TO MY COMPLAINT WHICH WAS REJECTED, REFUSED AND AN INSULT TO THE SEVERITY OF MY COMPLAINT REGARDING THIS DEFECTIVE SHOE COMPLAINT, AND ALL THE UNWARRANTED TIME CONSUMING NON-RESPONSE IRRESPONSIBLE ATTEMPTS BY CUSTOMER SERVICE TO NOT TAKE RESPONSIBILITY FOR THE DEFECTIVE SHOE.  AND REFUND ME WITH A NEW PAIR OF 806 COURT SHOES.
  • 3/15/2018 THIS OFFER WAS REJECTED BY ME (CUSTOMER) AND NB CUSTOMER CARE WAS NOTIFIEND OF CUSTOMER REJECTION OF OFFER.   REJECTED OFFER SENT TO CUSTOMER (ME) BY NB CUSTOMER SERVICE:
    $50 off your next order
    Coupon code: CCGW50-SRBQRTW37LPC
    Expires: December 31, 2018
  • 3/15/2018 @11:14PM, CUSTOMER (ME)  SENDS A COMPLAINT (ID #844204) RESOLUTION REQUEST EMAIL TO NB EXECUTIVES, VIA Newbalance Ecom Zendesk Support support@newbalance-ecom.zendesk.com)
    NB EXECUTIVE LEVEL COMPLAINT RESOLUTION REQUEST WAS ADDRESSED TO:
    Rob DeMartini, President and CEO of New Balance.
    Jim Davis, Chairman of New Balance
    Ann Davis, Executive Vice President, New Balance 
    New Balance Athletic Shoe, Inc.
    New Balance Corporate Office Headquarters
    Brighton Landing, 20 Guest St.
    Boston, MA 02135-2088 USA
    Corporate Phone Number: 1-617-783-4000
    Fax: 617-787-9355
    cc Customer Service Rep Tim S.
  • 3/19/2018  CUSTOMER (ME) HAS NOT RECEIVED ANY RESPONSE FROM NB EXECUTIVE OFFICERS REGARDING “COMPLAINT (ID #844204) RESOLUTION REQUEST EMAIL TO NB EXECUTIVES,” VIA Newbalance Ecom Zendesk Support
    support@newbalance-ecom.zendesk.com
  • 3/19/2018  CUSTOMER (ME) HAS NOT RECEIVED ANY RESPONSE FROM NB EXECUTIVE OFFICERS REGARDING “COMPLAINT (ID #844204) RESOLUTION REQUEST EMAIL TO NB EXECUTIVES,” VIA Newbalance Ecom Zendesk New Balance Corporate Office Headquarters
  • 3/19/2018  CUSTOMER (ME) SENDS SECOND EMAIL OF “COMPLAINT (ID #844204) RESOLUTION REQUEST TO NB EXECUTIVES,” VIA Newbalance Ecom Zendesk
    Rob DeMartini, President and CEO of New Balance.
    Jim Davis, Chairman of New Balance
    Ann Davis, Executive Vice President, New Balance 
    New Balance Athletic Shoe, Inc.
    New Balance Corporate Office Headquarters
    Brighton Landing, 20 Guest St.
    Boston, MA 02135-2088 USA
    Corporate Phone Number: 1-617-783-4000
    CUSTOMER (ME) ATTACHES TWO PICTURES TO EMAIL COMPLAINT ADDRESSED TO NB EXECUTIVE OFFERS, ONE PICTURE SHOWING DEFECTIVE SHOE, AND OTHER PHOTO SHOWING THE TWO (2) PAIRS OF 806 COURT SHOES PURCHASED SIMULTANEOUS TO ALTERNATE REGULAR USE, REDUCE WEAR AND PROLONG SHOE LIFE
  • CONCLUSION
    When companies like New Balance give bad customer service, it  often causes customers to leave and take their business elsewhere. Negative word of mouth and posting of unresolved complaint on multiple Social Media Outlets results in lost customers and lost potential customers.
  • New Balance Customer Service could have easily resolved this Complaint simply by “doing the right thing” and replacing the defective New Balance 806 Shoes with a new pair, or providing me with a full retail cost refund.
  • As a “good faith gesture” and a sign of meaningful and sincere customer “friendly” service, I would be extremely appreciative if New Balance would resolve my complaint, and “support my volunteer” “Professional Pickleball Coaching Services,” to seniors and other community members seeking an affordable means of recreation.  I conduct 4 such classes each week, averaging 10 to 12 participants per class at different area locations.
  • I would be most appreciative if the New Balance Leadership would  resolve my complaint, and additionally support my volunteer “coaching and teaching” services, by supplying me, at no cost, with two (2) new pairs of New Balance 806 Tennis Court Shoes, Men’s size 11 USA, 4E WIDTH. 
  • My wearing of the New Balance 806 Court Shoes when I “Coach and Teach Pickleball,” attracts a lot of student attention, young and old.  Many times I am asked for a recommendation for what Pickleball Paddle to purchase, and what “court shoes” I recommend for players.  

Respectfully submitted by
Joseph J. Palmere Jr.,
International Pickleball Teaching Professional Certified Pickleball Coach, USAPA Pickleball Association "Ambassador" Baltimore Co MD
Owner “Pickleball Junkie” Copyright Brand Sportswear Images

ps: If you think this complaint was a long read, then consider what I have been going through in writing these complaints that have not as yet been resolved to my satisfaction. 

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