Merrell is wonderful, Rocky Mountain Resole isn't
Mark Leininger
I have a pair of Merrell Wilderness boots that needed new soles last summer,
so I called Merrell and was referred to Rocky Mountain Resole as a repair
service center. RMS resoled them, including mids, and then I wore them to
Big Bend in December. After less than two weeks of hiking the front 2" of
the soles had delaminated from the boot. I returned them in January and RMS
resoled them again, but this time they put 3 brass screws through the sole
of each toe up into the boot itself. I called RMS but their phone lines
were both disconnected with no forwarding information. I called directory
assistance and was told there was no listing for such a company. I don't
know anything about boots, but this seemed like a kludged repair to me, so I
called Merrell and explained what had happened. They told me to return the
boots, no questions asked, and they gave me a choice of any new pair I
wanted. To say that they bent over backwards to make me happy would be an
understatement.
In summary, I think Merrell is by definition a top notch company for
standing behind a repair job which I feel was botched by Rocky Mountain
Resole. I'm a loyal customer for life. I also intend to communicate my
experience to anyone who might be interested.
Steve Jaynes
I've had equally spectacular customer service from Merrell! So good, I
was embarrassed by their resolution. I though I should pay something
since my sandals were WELL worn before they had a gross failure. I only
called to inquire about repair! But, they said: "No dice. This one's on
us."
I've not purchased any other boots or sandals since.
Steve Jaynes
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Jeff & Helen Gerhard
On the contrary, R M Resole is not only the OEM repair facility for Asolo
and Merrell but is the repair facility of choice by many outfitters not
only in Colorado but across the country. They have made my worn old hikers
look and work as new many times over. In fact I'm sending in my Apollo AFX
555's in for new tread shortly.
I'm sorry to hear you had a negative experience but perhaps your boots were
beyond repair to start with and they were simply trying to please you...A
Satisfied Customer
Mark Leininger <ma...@dcdmbl.fnal.gov> wrote in article
<5f2drb$n...@dcdmbl.fnal.gov>...
Mark Leininger
I was told two weeks ago by Merrell that RMS is no longer an authorized repair
facility for their boots. Maybe they've had a change of management or
something that has caused these problems.
In article <01bc24e0$63162080$43664ccf@stormking>,
david mann
Merrells happen to fit my feet well so I buy them.
But I, for one, was underwelmed by their commitment
to customer service. I have a pair of Merrell Wilderness
that came apart at the soles. According to every
cobbler and salesperson I've talked to about it,
its a pretty common problem with this boot.
Anyway, my boots were 13 months old when they
self destructed and Merrell's warranty is only
a one year warranty. A lousy few weeks. To their
credit, Merrell did come through for half of hte
cost for the the $70 repair job but after so many
companies like Patagonia, TNF, K2 and Trek going
the extra mile for me, I guess I've been spoiled.
Call me grumpy.
To quote one cobbler, "The Wilderness? Fine boot
once it's been rebuilt."
Dave Mann | "It is impossible, or not easy, to do
| noble acts without the proper equipment."
dam...@lynx.neu.edu | Aristotle, <<Politics>>, 1323a-b, trans Jowett