This is how the Ecco Xpedition II shoes look after one trip to the woods. So far, Ecco is ignoring my claim.
Yesterday I tried to contact Ecco Poland about this issue, at first they have ignored me. So I contacted the store, where I have purchased those shoes. They said, that I can buy new insoles or make a standard claim that will take at least 14 working days and the result is unpredictable. This isn’t the best solution for me, since I am on the hiking holiday and I need those shoes now – not in 14 days, when I will be back from the holiday.
Then Ecco Poland replied to my question on their Facebook wall, suggesting that I should contact the store again and they will help. I have contacted the store and the person on the other side of the line was surprised and annoyed with my another enquiry - no one from Ecco Poland has contacted them, so again – I can put a standard claim or buy new insoles.
I have contacted main Ecco shoes Facebook profile – they have responded fairly quicky and asked me to use their contact form and they will look into this case – so I did that.
I left them this message:
Thank you for your interest in my case, here it is.
I have purchased the Xpedition II shoes as my third pair of Ecco shoes. During my first trip to the woods my shoes failed, as can be seen at the picture above. Ecco Poland, where I have purchased those shoes as I spend my hiking holiday here is ignoring my obvious claim. First I have contacted the shop – they say, that I can buy new ones or put a claim, that will take at least 14 working day (that will ruin my holiday), then I have contacted Ecco Poland on Facebook – they suggested that I should contact the store again – what I did. The store personnel was both surprised and annoyed with my questions, no one from Ecco Poland has contacted them with my case, so I do not understand why they told me to contact the store again.
Another pair of Ecco shoes failed at my home recently, my girlfriend’s – but I haven’t started with the claim yet. If you are interested and can help here as well – I would be more than grateful.
I think I don’t need to explain how disappointed I am with the Ecco shoes performance. I always thought they are the best shoes around, I have purchased many many pairs of them – but my two last purchases were a disaster. If I turned to be my last emotion about Ecco – I don’t think I will ever buy any pair again. I hope you can help here, as I am a loyal customer with long history with Ecco, but the customer support in Poland is just terrible. There are many claims unresolved, people are unhappy and there’s a number of stories like mine all over social media. I think, it really damages the image of Ecco – which is no good.
With best regards,
Here is another pair of Ecco shoes at my home – here the claim hasn’t been started yet:
We will see, where this goes. Developing story.
UPDATE 7/08/2012 – so far, nothing happened. Ecco Poland is still ignoring me, Ecco Global went silent as well. I will update this post with the news, when anything happens. This is really frustrating.
UPDATE 24/10/2012 – Still nothing happened. I was contacted by a person from Ecco Global Customer Service but there is silence, again.
UPDATE 12/12/2012 – Again, I was contacted by Ecco customer service, but the person dealing with my case at the Ecco Global is still silent. I has been more than four months since my first contact with Ecco’s Customer Service. You have the image of the quality of the service they offer.
In case you wonder, what is worth this kind of customer service and how good is this for Ecco’s PR: one image is worth more, than a thousand of words.
For last two months Ecco says that “they are investigating my case and it has the top priority”. For last week they went completely silent.
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