Huffy Gets Basketball Right

We remember Huffy for their bikes. Those first, off-the-rack bikes given by a grandfather hefting one down from the K-mart rack. He puts it down and says, take this for a ride and see how it does you, sport. Eagerly we climbed on, not knowing of course at that tender age that we would later mock the very transportation device for its middling charm, simplicity and inability to traverse mud splattered boulders.

However, we never tried out their basketball hoops. Curtis did, it broke and he had a devil of a time getting it fixed.

By devil we mean a powerful, supernatural force that can be harnessed for good. Curtis writes:

Dear Consumerist,

In early April the Plexiglas on the backboard of our Huffy basketball hoop broke much to the dismay of my two sons. I knew I didn’t have my receipt, proof of purchase, warranty card…whatever…but I decided to charge head first and unarmed into a customer service battle.

More, after the jump…

Curtis continues:

    “I found out via their website that the backboard has a three year warranty, ours is only about 1.5 years old. After a bit more digging I found that to submit a claim I had to email photos of the damage to their CS. Clever, suck me in with a seemingly easy task and then crush me under the weight of warranty claim requirements. But I sent the photos and after 3 days of silence I had almost given up when I received my reply.

    “Sorry to hear about the damage to your backboard. We will be happy to replace it. Please send us your shipping address and a phone number in case the shipping company needs to contact you.”

    Wha? Where’s the fierce resistance?…the snippy retorts? Where’s the hook? Waaait a minute, its probably just a piece a blank Plexiglas sent with some arcane assembly instructions and it’ll take 6 months to get here…right? I emailed my contact info along with a few follow up questions. I got a reply the same day:

    “Thank you for your shipping information and contact info.

    Unfortunately [ah THERE it is…I thought], we do not make your exact model backboard any longer but the replacement is the same size and will not require any modification and will be completely assembled and ready to install.

    Your replacement is slightly backordered [AHA!!!] but we expect it to ship on or about May 15th and will take 7-10 days to arrive.”

    At this point I was completely deflated. I had charged in ready to wage battle only to find a nice lady with flowers in her hand…for me. The only thorn in all of this was that the replacement would take 1.5 months to get to me. But who am I to complain…its free.

    And to cap things off? The backboard arrived on May 10, far in advance of their estimate. It worked perfect and my kids and I appreciate it.

    Well done Huffy!”

Comments

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  1. P33KAJ3W says:

    I will make sure I purchase a Huffy Hoop when my son is old enough.

  2. DeeJayQueue says:

    Congratulations! I’ve always found huffy to be a good company from a CS side.
    They also have teams that assemble just about everything, like RTA demo furniture or the bikes themselves at Kmart or wherever. Just be careful of what you buy pre-assembled from these places is what I’m saying. Not that they are incompetent, but they put together about 15 bikes in an hour, and can build an entire dinette set in 45 minutes.

  3. Not that they are incompetent, but they put together about 15 bikes in an hour, and can build an entire dinette set in 45 minutes.

    Wow…maybe Huffy should have gotten the Iraq reconstruction contract instead of Haliburton…

  4. ValkRaider says:

    Finally some good news on Consumerist. :)

  5. AcidReign says:

    …..We were scared of Huffy bikes as kids, being Schwinn snobs! But the kids in the rented house who had Huffy bikes did pretty well. They were a quality product.

    …..The basketball goal in my driveway is old enough that it has a wooden backboard (!!!). I figure when it dies, I can go to Lowes and buy a new sheet, cut it, and paint it. The gigantic three-inch black iron pole it’s mounted on seems to be going nowhere…