UPDATE - After calling Xcel a few times about the suit and not getting a call back I finally spoke with a woman named Jenn in the customer service dept. I sent her pictures of the repair and she agreed to send me a brand new suit. Kudos to Xcel for doing the right thing...they didn't even ask for the repaired one back. Just thought you guys might want to know. I love all of my drylock stuff and will continue to use them for their toasty winter gear.
I recently sent my xcel drylock 4/3 back to xcel to get repaired, as the stitching was loose, or broken and coming apart in several places (arm, back, knees). The suit was only used about 5 times before noticing all of the issues. I got the suit back from xcel today and it looks like they just blotted a bunch of aquaseal over most of the problem areas and missed some other spots altogether. Is this what I should expect from a repair for a $500 wetsuit that is pretty much brand new? I take extremely good care of my wetsuits. I still have a ripcurl ebomb 4/3 that is about 6 years old and the stitching and glue are as good as new. I started using xcel for my winter gear after hearing all the good things about them. My 6/5 infiniti has no issues, and my booties and gloves have been awesome. So is this 4/3 a lemon? I am worried that if this suit has had this many problems pretty much off the rack then it's only going to get worse and fall apart. Should I ask them for a new suit? What has your experience been with warranty repairs? Thanks.
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Thread: Wetsuit warranty repair help
Mar 23, 2013, 12:11 AM #1Junior Member
- Join Date
- Mar 2013
- Long Island
Wetsuit warranty repair help *Update*
Last edited by daniel_james; Apr 5, 2013 at 05:08 AM. Reason: update
Mar 23, 2013, 02:55 AM #2Member
- Join Date
- Sep 2008
a few weeks ago the zipper came off one side of the teeth on my front zip drylock, it was out of warranty but i sent it back to xcel anyway. they fixed it and sent it back to me no problem... looks like they aquasealed the end of the zipper too...
Mar 23, 2013, 02:29 PM #3
Take it back to the shop you got it from, and demand a new one. tell them it obviously can't be repaired or you wouldn't be handing it back to them.
Pete Smith burned me in the late 70's on my first real suit. After that, I'd go in there every year. Pick the most expensive suit. After they rang it up, I'd tell them to shove it, I'd never buy from a rip off. I found out he is affiliated with a surf shop here. a couple years ago I went in and took a 10' balsa board to the counter. AHHHHHHHHHHHHHHHH! the look on the guys face was refreshing. "Tell Schmitt the guy he ripped off is back and still not buying from you." then thanked him for his cooperation.
Last edited by chicharronne; Mar 23, 2013 at 02:36 PM.
Mar 23, 2013, 10:11 PM #4Senior Member
- Join Date
- Aug 2008
- Berlin MD
You bought a top of the line wetsuit and after 5 sessions it's got issues all over the place. Be nice about it, but ask them to stand behind this top of the line product, especially if they actually charged you $500 for a 4/3 Drylock! A bit of customer service is definately built into that price.
Last edited by scotty; Mar 23, 2013 at 10:14 PM.
Mar 24, 2013, 12:17 AM #5
- Join Date
- Jan 2009
- Hilton Head Island - OB, SD
Yes, take it back to the shop you got it, or if there is a higher volume shop, take it there. In San Diego, I got a free wetsuit from Quiksilver EVERY year for five years. They would not fix it, but rather send me a brand new one free of charge. The shop I would take it to was so high volume that quik would just hook it up. I actually argued with some young d-bag the last time I did it, because it was a cell 6, which quik didnt make any more. I said, just try it man, just send it back. If they send it to me with no repair or anything, so be it.... 3 weeks later, I got a 5th free wetsuit which was a newer model... its all about going through the proper channels.
Nixon gave me a run around, so I talked to my friend who works at a shop, he took it to them, got a brand new one that day swapped out. I cold called Nixon and they gave me a bunch of BS....
use your shop... The vendors and reps bend over backwards for them
Mar 24, 2013, 05:51 AM #6Member
- Join Date
- Dec 2012
- Long Beach, NY
Apr 10, 2013, 07:37 PM #7Junior Member
- Join Date
- Apr 2013
Currently I am also facing the same issue. It is a little bit hotter than my Matuse, but the tradeoff in versatility and the stench create the Matuse the hands down winner. I read interesting and informative ideas. This will be helpful for me...thanks everyone...
World's Best Quality Semi-Inground Pools | Above Ground Pools
Last edited by davidlancee8100; Nov 9, 2013 at 04:56 AM.
3 company's i have taken a liking too, due to awesome warranty/customer service: XCEL, Nixon, Rainbow
a 3/2 Xcel chest zip i had developed a rip on the inside of the chest/neck after less than 10 uses. called Xcel, without even asking how or why, they said send in in for fix or replacement (i had my receipt, bought it online). Sent the suit in, came back 2.5 weeks later fixed free of charge.
my 4 year nixon Lodown tide watch was starting to fail, the screen was faint and if i pressed the light button nothing happened. i thought i needed a battery and sent it back for battery replacement (was willing to pay for it too). to my surprise i received a brand new Lowdown 3 weeks later. again no questions asked.
i literally wore my first pair of Rainbow's for a month before the stitching started to come apart on the top of one. filled out some form online, sent the sandals in, they sent brand new replacement pair within 10 days, no questions asked.
on the other hand, i would not a West wetsuit again. a 4/3 i had developed a rip, emailed and called them many times, never heard back..