Hello,
I recently purchased a pair of Rome Vice bindings and have genuinely loved riding them so far. The performance has been great, which is why this situation has been especially disappointing.
During one night of skiing, the toe strap unexpectedly fell off while riding. The strap was properly connected, and I had checked it before getting on the lift, so there was no indication of an issue beforehand. Because of this, I submitted a warranty claim, believing the failure was due to a manufacturing defect rather than user error.
After not receiving a response for over a week, I followed up twice. When I finally received a reply, I was told the issue was considered user error and therefore not eligible for warranty coverage. I respectfully disagree with this conclusion, as there was no misuse and the strap detached on its own while riding.
I was then offered a 20% discount, which I appreciated, and I followed up asking how to redeem it. Unfortunately, I have not received a response since.
I truly enjoy your products and would like to continue supporting Rome, but the lack of communication has been frustrating. I’m hoping this can be resolved, as I believe in the quality of your gear and want my experience with your customer service to reflect that.
Thank you for your time, and I look forward to hearing back.
Best regards,
Spence
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