Battram Customer Service

[Scipio]

So as I saw this was a review section for Battram I figured might as well review their customer service as well.

I haven't ordered from Scott as of yet due to lack of funding but that will be changing soon and I will order my first set of Battram pads probably next month. I had quite a few questions about the different models of gloves and pads as I have yet to see any of the goalies down here using them. So I sent Scott an email with loads of questions and concerns which was responded to almost immediatley with every question answered, multiple suggestions made, and clear definition of what the models were and what seemed to fit my style best. I always knew Scott was a pretty in depth guy when it came to helping people out as I came from the GSBB where he routinely gave people advice, information, and help on anything he could. It definatley had that "small company service" feel to it. Meaning it felt like they actually cared about the customer.

I've sent email around to a few other companies multiple times as I wanted to shop around before buying and I've had to send multiple emails and most responses had a generally smug and rude conotation to it along with a lot of unanswered questions. It reminded me a lot of the wonderful experience I had with Gabe from Hackva. And pending the pads fit my style I will definatley be with Battram for life.

10 / 10

Thanks again Scott for answering all the questions I had and taking the time to offer additional information on top of what was asked for. Also thankyou for all the help and information you have given us all over the years. And lastly thankyou for this board a place where myself and other goalies can come to share info and hang out. We really do appreciate it. Thanks again.

[Sprawl]

Scott is great, But double check the email. Chances are it was answered by his wife Tischa.

Everytime i've contacted Battram for product info, Changes, Questions she has been the one to respond almost immediately with suggestions and ideas. Together Scott and Tischa Battram are a class act and wonderful to deal with. If I could buy everything hockey through them, I would

[BoltThrower]

I will echo everyone else's sentiments. Tischa was great at answering emails, Scott was great at answering PMs and was also great to talk to on the phone. I got the sense that every customer is important to Battram - all my questions were answered promptly and thoroughly, communication was great, not to mention the product is absolutely top notch.

[Candyman]

I haven't had the pleasure of ordering off of Scott yet (as my gloves were purchased used), but he has already impressed me with his (future)customer service. I had contacted Scott by pm to see if he knew where I could find a particular clip a few weeks back, he said he had a few to spare and asked for my address. Yesterday I received a package of more than enough clips and buckles than I know what to do with. This spare parts bag will last me a long time and shows how much Scott is willing to help out another goalie, either by information or product. I will definitely be using Battram for future purchases (first will be a C&A).

[Moving Target]

echoed again..brilliant service that gave me the confidence to buy from the UK.

- - - - - - - - - - - - - -

Scott - Hope to order a new C/A in a few days time...... What's your work load looking like?
cheers Nick

[Scott Battram]

We can turn a CA over in a week or so Nick...

Looking forward to the order.

[HotBranch!]

As an 11 year Battram user, I can certainly echo every good word said so far about Battram customer service. I will even add that the kind words are barely scratching the surface of the high quality of customer service that Scott and Tischa offer.

When I first considered Battram pads, I must have sent well over 100 emails asking every possible question imaginable. Scott answered each and every one promptly and even poited out potential pitfalls of certain design decisions I was making. In the few instances where I decided to not listen to Scott, what he said would happen eventually did. My subsequent purchase of the upper body pad was preceeded by fewer emails, but all were answered and Scott made the design changes I requested.

Once, I even inquired for a friend about the materials used for pads being used for a motorcycle seat, and Scott and Tischa were able to suggest alternate materials because what they had would not be appropriate for the intended purpose.

Simply put, there is no equal in the hockey equipment industry to Battram. The customer is always their number 1 priority, and that puts them head and shoulders above anyone else.

[Oddzilla]

When I got a 5001 glove from Scott, him and his wife were great to deal with. He matched the graphics on my other gear perfectly and even worked on me with making the first finger ridge in the Battram gloves.

Glove was super quality. Very well put together and was done very quickly.

I've known a few goalies in my area that I've turned on to Scott's gear and they've been very happy with the equipment and with Scott.

[hroark2112]

Normally I've always had nothing but positive things to say about the customer service I've received from Battram. However, my pad purchase has not been a positive experience in the after-purchase department.

I was one of the first to get the Edge pads. Some of you might remember all the hoopla that went on on the other board about those pads, specifically between Battram & Vortek. I ordered my Edge pads after spending a bit of time figuring out the graphics I wanted on the pads & gloves. Scott had contacted me to see if I would post about my order, and to take some of the focus away from the Edge/VK5 argument, which I did.

During the purchase process, Scott was fine. No problems and no real delays.


After I got the set, I found that the glove was REALLY stiff. Not just "new glove" stiff, but really stiff. After a year, it's still not completely broken in. I've seen some other Verge gloves, and it appears that some modifications have been made between the way he used to do them and the way he does them now. Water off a duck's butt...but something to be aware of if you come across an older set for sale.

The first real issue I had was the calf strap. The top calf strap was to short. Scott sent me out some replacements after a bit of discussion.

The next issue is the one I'm STILL having problems with. The rotation on these pads has been horrible. I simply can't get them to rotate. I've talked to a few people about the design of the pads and how I've got them strapped. To help solve the problem, I have:


Taken off the knee lock velcro
Worn only lycra/coolmax leggings instead of hockey socks
Added 1" of slack to the toe ties, in addition to the sliding toe bridge
Played with how tight/loose the straps are on the calf & knee
Removed the thigh boardsTo date, nothing has given me any significant help. I can't get them to rotate properly. I have e-mailed Scott about it, with a few ideas. I sent Scott the following e-mail:


Scott,

I'm still having some significant under-rotation issues with my Edge pads. Before I go un-lacing things and changing things, I wanted to check with you to see if you have any thoughts or ideas.

As a bit of history on it, I had the problem right out of the box, and it's a bit worse now with the PAW knee pads I'm wearing. I've removed the thigh boards, and that does help with my Lincoln Tunnel of a 5-hole!

What I'm thinking might help is to remove the calf lift and/or one of the knee lifts. I was thinking that if I had a thinner calf lift, maybe with Cordura instead of Nash that it might help things as well.

What are your thoughts??

Anthony

Scott's reply:


Hi Anthony,

Not really sure on this one, I think it may just be the nature of that style of pad!

Perhaps if the inner calf lift was cordura it may help, I know with the Fury pad that all our customers seem to be raving about including Ryano42 who switched right away from the Edge to the Fury and will tell you the Fury is a far better design and will rotate much better. Since you are so used to the Eagle pads, I am thinking the Fury design would work better for you.

To say the least, I was surprised by this response. There was no offer like "I'll make some mods of you send me the pads, it will cost about $XXX dollars" or anything like that. Pretty much just "abandon those pads and move on to the Fury pads. No real offer to help, and I wasn't asking for anything free. I don't mind paying for what I get, which should be obvious considering the amount of Battram gear I've purchased (2 sets of gloves, 2 C/A, and one full set) over the last 2+ years. I sent a reply when I got the e-mail:


It may be the case that the Fury pads might work better, but I was hoping I wouldn't have to invest in another set of pads so soon. My hope was that I would be able to make these pads work, and not have to spend $1,000.00 on a set of pads.

No reply. No response whatsoever. Nothing. No phone call, no e-mail, no PM, nothing. What did I do about it? What can I do? Nothing. I can't make him help me with his product.

I posted in a thread recently, stating I wasn't happy with Scott and that he should know why. He sent me a PM on another board and stated he had no clue why I wouldn't be happy. I told him why, and forwarded the e-mails I had sent him. His last reply was that he had no idea how to help me, and I was the only one who had the problem I'm having.

I've got a great idea on how to help me...but even after I sent the e-mails again the words never came. No offer of assistance, nothing. Just a simple "I have no idea how to help you." In my business, that's a cop-out, a blow-off. In my business (I'm a plumbing service contractor, by the way) it means "I don't want to help you" and go away.

I'm not sure why the change of attitude, but I'm not likely to spend $1,000.00 on a set of Fury pads (which may or may not work for me) when he's not willing to work with me to fix the other pads he designed.

To me, that is not customer service.

[Scott Battram]

Again, as I said earlier, perhaps the cordura on the calf wing would work for you. I honestly do not have any ideas on how to help the pad rotate for you. Its pretty hard to judge what the problem is when I cannot physically see your butterfly, and it seems as though you have gone through several steps to try to solve this problem on your own, short of that as I said before, unless you can tell me more specifically what you think needs to be done I really have no idea.

[Jim**]

Hroark2112,
That is a shame.. At minimum, seeing your such a good customer, If he cant fix the old pads cut you a deal 50% off a new set that will work for you. So that way you can dump the old set on ebay or give to a charity; local house league.

[hroark2112]

Again, as I said earlier, perhaps the cordura on the calf wing would work for you. I honestly do not have any ideas on how to help the pad rotate for you. Its pretty hard to judge what the problem is when I cannot physically see your butterfly, and it seems as though you have gone through several steps to try to solve this problem on your own, short of that as I said before, unless you can tell me more specifically what you think needs to be done I really have no idea.

I've given you the symptoms of the problem, a list of everything I've done, and several ideas I think might help. I've tried to communicate to you what I think will help in the rotation of the pads. I've told you every little thing I've done since getting the pads. I've done everything short of cutting things off of the pads or installing something different on the pads.

After all that, several e-mails which have left me with no answers, PMs on the board, and this post, I'm still left with no solution. To be honest, this feels like a total blow-off from you, and I'm very disheartened by it. I would think that, as the designer of the pad, you would know how to fix a seemingly simple problem, or you might even consider taking one of my already stated ideas and working from that. But, instead I get nothing. I'm not a pad designer, yet I have given you a few very specific ideas on how to fix my problem.

If I treated a good, repeat customer in this manner, I would be fired from my job, and I would deserve it. I have sent customers your way, have spoken highly of your products and customer service, and I am quite positive I have helped you sell gear on more than one occasion. To say the least, this is very unexpected. This is not the service I have come to expect from you, nor is it the kind of service I have told others to expect from you. I am sorry you feel you are unable to help me with your product.

[Scott Battram]

I noticed you listed your pads for sale when this BB first opened, I am assuming you are interested in selling them rather than fixing the problems. Again, I am sorry, but I really have no idea how to fix this pad, other than the Edge is a pad that wont work for everyone who buys it, and this is the major reason I put the Fury over the Edge it is a much easier pad to trasnistion from. In all fairness, I never heard of your problems until several months after you purchased the gear. I do appreciate your business, but with the design of the Edge pad there really isnt a lot that can be done.

Hopefully the person who buys your pads will have better rotation with them

[hroark2112]

I noticed you listed your pads for sale when this BB first opened, I am assuming you are interested in selling them rather than fixing the problems. Again, I am sorry, but I really have no idea how to fix this pad, other than the Edge is a pad that wont work for everyone who buys it, and this is the major reason I put the Fury over the Edge it is a much easier pad to trasnistion from. In all fairness, I never heard of your problems until several months after you purchased the gear. I do appreciate your business, but with the design of the Edge pad there really isnt a lot that can be done.

Hopefully the person who buys your pads will have better rotation with them

Sorry, that's yet another blow-off. There are ways to help the rotation of the pad. I'm not a pad designer, but I know there are things that can be done to help. Getting rid of the Nash in the leg channel will help a lot, I'm sure.

You didn't hear from me about the problems? I communicated with you fairly soon after I got the pads, and have been working to fix this problem ever since. We had a long discussion about how I wanted to move more towards a Velocity type pad and away from the Fusion type pads before I got the Edge pads, and clearly, leading me towards the Edge pads was an error.

I'll find someone who will be willing to help me with the pads, as it is crystal clear to me that you are unwilling to do so. No one has been really interested in buying them, I only listed them after my last e-mail was ignored.


I'm sorry you have chosen to take this course with a previously satisfied customer.

[Scott Battram]

I think this is a main reason why I would have recommended the Verge pad over the Edge, I would never consider the Edge as being similar to a Velocity.

Again I apologize, but I do really think you purchased the wrong pad.

[hroark2112]

I think this is a main reason why I would have recommended the Verge pad over the Edge, I would never consider the Edge as being similar to a Velocity.

Again I apologize, but I do really think you purchased the wrong pad.

I bought them at your recommendation, after long and very detailed discussions. I can even tell you what road I was driving on when we had the discussion...the discussion is very clear in my memory. To refresh your memory, the discussion included the issues that were going on on GSbb regarding the Edge pads being a copy of the VK5 pads, as well as discussion about the people who designed that pad.

You're right, though. I purchased the wrong pad. I shall strive not to make that mistake again, and hope to help others not make a similar mistake.

[Jim**]

hroark,
I am trying to follow this..
there is nash in the leg channel, correct?
If so, i would start there. Gut the leg channel. I have TPS ultralights
the goaliecrease.com version which is a naked leg channel with the anderson knee lock.

So to resolve your issues.. i would recommend send the pads back if necessary .. maybe a do it yourself job. And simply have all the nash removed and replaced with nylon.. Nylon i assume is underneath the Nash anyhow. Also add the Smith sliding toe. And that should help tons with rotation.

Just trying to help :D

[Scott Battram]

I have since talked briefly with Anthony in the chat and I will attempt to help him with his problems. I was confused when he said the leg channel to nylon, thinking the entire leg channel was what he wanted changed, but it turns out that it was the calf wedge inside the pad that would need to be changed, this is an easy change and I am more than willing to send him out a thinner one if he decides to try that first. Overall it was miscommunications on my part and I have apologized to him for it. I told him to PM me and we can try to help the rotation issues.

[Ryano42]

I had a difficult time with the Edges and worked with them a lot and made them better. I wanted a more curved pad and I knew as soon as I looked at the Furys it was a better fit. I got great rotation with the Edge and a bit of underrotation with the Furys...not enough to be a big concern.

I found a buyer here locally and he has very happy with the Edges and it fits his style better than mine, plus his chicken legs fit better in the channels!

I am hoping some way or another it works out...I wish I was a pro who could just write "NO" on them and get more...but the shipping issues alone preclude that. I made due till I could get a better fitting pad for me and made a local netminder very happy with something that fit him.

All the best to you both and I hope things work out! :)

[hroark2112]

OK, here's what I think will help.

http://i40.photobucket.com/albums/e221/hroark2112/Edgepadslegchannel.jpg

See the 2 areas on the pad that are covered with Nash, that are against my leg when down in the butterfly? Those need to be covered with nylon, and the calf wedge made thinner. The only other thing that I think needs to be fixed is there needs to be a way to keep the knee stacks & the outer knee wing together (like the outer calf wing & the calf wedge are together), and I just can't seem to do it right.

I'd like to send the pads to you to get this taken care of properly.

[Scott Battram]

No problem, send them up and we will see what we can do...

[graphicsstoppucks]

Is it possible the two boot straps is causing the problem. When I ordered my VK7's (Carolina Blue Highlights to match my school). I asked for two boot straps. Glenn, was totally against it, thought the second strap was something that hurt more than helped.



Bruce

[Vision]

I'd be interested in hearing scott's response to this. My VK5s have only a single boot strap and I don't have any rotation issues. Single on my new set of VK7s as well.

::m

[Scott Battram]

Try them without a strap, simple test to see if it helps. I have always been an advocate of having dual boot straps but those are also on pads where they are easilly removed and put back on.

[Vision]

What is your reasoning for that position?

::m

[Scott Battram]

I think the added boot strap allows the user a greater range of strap settup options, I have always liked to have the boot strap under the instep tight and the one under the heel snug. Also, if its there, you can take it away, if its not there and you like 2 boot straps its pretty hard to just add one yourself.

[graphicsstoppucks]

Vision, I love your avatar. I can't do mine because they were the Carolina blue color. Can I send you the template and can you make an avatar for me.

Thx Bruce

[Vision]

Send me your template and I'd be happy to create an avatar for you.

::m

[kwasyd]

I bought my gear from Battram some time ago. I did post my testimonial on the original battram.com site but recently noticed GoalieLife and wanted to comment again.

" OK, finally things have slowed a bit, so I wanted to provide you some feedback on these gloves.
Of course as in most of the comment and feedback you have received I will also start by saying that I appreciate your patients and understanding in dealing with all the questions, inquiries and just play annoying questions I had to ask. First when you buy over the web, sight un-seen you have questions, and then buying from a company you have little prior experience with, it makes it that much tougher.

Tischa, you were responsive to all e-mails in a timely fashion and Scott was a pleasure to talk to on the phone and discuss the concepts, ideas and future development of Battram's products. You both helped me decide on what I wanted and the design that would work best without being suggestive. You were there for guidence only, in the decision process.
OK, now the arrival of the product. I was out of town when my wife called and said I received a package. I was really curious on what my new gloves would look like. I then wondered... would my gloves be in the picture gallery by any chance. Of course they were, so I was able to see the gloves prior to getting home and opening the box and of course that helped make the wait more barable.

So I get home and open the box. The gloves look great at first glance. As I have had time to check them out in more detail I have to say these are top notch quality equipment. The design ideas, the obvious progression of design concepts is evident in these gloves. The blocker is the nicest blocker I have owned and I have owned the big name retail equipment. I have not tried it on the ice yet, but it is comfortable, light and really becomes and extension of your arm, rather then a cluncky blocker. I think it will perform very well on the ice. The flexible wrist section is a great concept. First impression of the trapper was, "This is huge". I think with the design of the pocket and overall configuration, it maximizes the glove. Now fit and design. The trapper is great from all angles. The trapper is comfortable, the back of the trapper opens right up for airing it out. The trapper offers a ton of protection. The trapper is also well designed and usable from being able to tighten and adjust.
I am very pleased with my purchase. The quality is great, the price is great and the people are wonderful.
If you are wondering about purchasing Battram equipment, wonder no more. This is good stuff."

[mike122976]

I have to add this, it may not be appreciated, but I think, actually know, the Battram service for me has not been good at all...actually non-existant.
I emailed them weeks ago to schedule an appointment to have a complete set of gear made from head to toe for me, arm/chest, gloves, pads, etc...ALL CUSTOM!

I live 30 minutes from t hem and wanted to come down and check the place out and go over some minor mods and discuss my graphic options which will BLOW any graphic hes ever done out of the water, lol. Im a professional Graphic Artist, so I actually can say that with integrity, lol. its not only the design itself, but the idea of it, is totally unique and quite possible to do. I actually think it;s type would become an idea that could be pattened for designs to follow.....not one response since!

to offer my money, no negotiating, just fit me, mod it, make it, and let me pick it up...
wow....im actually stunned!

I know what the excuse will be allready...im sorry, we never recieved your email, lol.

oh well...you win some, you lose some...shame actually..I was so looking forward to working with a professional like Scott, and wanted to see his reaction when i showed him my design.... :(

[Punisher]

I have to add this, it may not be appreciated, but I think, actually know, the Battram service for me has not been good at all...actually non-existant.
I emailed them weeks ago to schedule an appointment to have a complete set of gear made from head to toe for me, arm/chest, gloves, pads, etc...ALL CUSTOM!

I live 30 minutes from t hem and wanted to come down and check the place out and go over some minor mods and discuss my graphic options which will BLOW any graphic hes ever done out of the water, lol. Im a professional Graphic Artist, so I actually can say that with integrity, lol. its not only the design itself, but the idea of it, is totally unique and quite possible to do. I actually think it;s type would become an idea that could be pattened for designs to follow.....not one response since!

to offer my money, no negotiating, just fit me, mod it, make it, and let me pick it up...
wow....im actually stunned!

I know what the excuse will be allready...im sorry, we never recieved your email, lol.

oh well...you win some, you lose some...shame actually..I was so looking forward to working with a professional like Scott, and wanted to see his reaction when i showed him my design.... :(


Eh Actually Mike,
that is a good possibility,
I ordered my glove and didn't hear from Scott or Tischa the first two weeks, so i asked sprawl to reroute my mail via him,
turned out my email address was seen as spam by his mailbox and dropped in the spambox, so he actually didn't recieve them, try contacting him by phone, tell him to go look in the spambox, he then can put you on the safe list and no worries no longer.
It does happen, i'm supprised that someone that lives so close didn't simply pick up the phone to call him, i Live in Belgium, Europe and i call scott a few times to make sure we agree about certain mods and stuff, i valid his opinion as a designer very much and it works better if you talk then emailing.

cheers,
Pun.

[Moving Target]

I have to add this, it may not be appreciated, but I think, actually know, the Battram service for me has not been good at all...actually non-existant.
I emailed them weeks ago to schedule an appointment to have a complete set of gear made from head to toe for me, arm/chest, gloves, pads, etc...ALL CUSTOM!

I live 30 minutes from t hem and wanted to come down and check the place out and go over some minor mods and discuss my graphic options which will BLOW any graphic hes ever done out of the water, lol. Im a professional Graphic Artist, so I actually can say that with integrity, lol. its not only the design itself, but the idea of it, is totally unique and quite possible to do. I actually think it;s type would become an idea that could be pattened for designs to follow.....not one response since!

to offer my money, no negotiating, just fit me, mod it, make it, and let me pick it up...
wow....im actually stunned!

I know what the excuse will be allready...im sorry, we never recieved your email, lol.

oh well...you win some, you lose some...shame actually..I was so looking forward to working with a professional like Scott, and wanted to see his reaction when i showed him my design.... :(

Seriously - as a professional designer, just how often have you dismissed a client or a work-colleague if they haven't respond to you in an instant?

If you take this attitude with your work, you'll start loosing business.

I'd love to see the design that you have in mind but c'mon mate, one email - (missed or otherwise) is not a valid reason to call Scotts customer service 'shameful'

Like Pun, I buy from him exactly because I can rely on them both to deliver gear to the United Kingdom.

If you're 30 minutes away you certainly don't have my sympathies :p

Now post this design so we call all see it! ;)

[Scott Battram]

I have seen no emails from you Mike, No phone calls either. Would love to see your designs, please call or send your emails again. There is absoloutely no reason why we would ignore an email from someone looking to spend a couple of thousand bucks or more with us.

I am somewhat skeptical here with your posting.

As our website states, if you do not here from us withing 24 hours please contact us by telephone.

I also notice you have been a member here for some time, so you know I am on here frequently so a PM would have also worked well to contact me.

[acmeguy]

[quote=mike122976;10901]


Mike, I live about an hour or so (at 130 kmh) east on the 401 from Battram HQ. Before I made my appointment to meet with him, I called him via his 1-800 number and left a brief message. He returned my call later that day and we scheduled a fitting for a couple days later. We met, he measured, I ordered. Quite a simple and smooth process.

I've look through some of your posts and for the most part you seem to be self-absorbed and spew negativity. Stop being an ass. We're here to ask questions and opinions get real information, share stories and most importantly support each other.

If Scott says he didn't get an e-mail from you, then he didn't. After all, he's NOT in the business of NOT selling the gear he makes.

As for your mind blowing, industry altering graphics, put up or shut up.
Or are you afraid they will be met with similar cynical posts as your own.

[Free Willy]

I know what the excuse will be allready...im sorry, we never recieved your email, lol.
:(

Our company's firewall captures emails ALL THE TIME. No explanation, no notification, no sign the emails ever exsisted. Even when I add clients as "trusted senders" it will quarantine emails from them.

[mike122976]

hey guys, sorry for the slow reply...busy with work...

Ok...first off my email is on the safe list, as I emailed them 2 times before with quotes months before...and revieved a reply from scotts wife.

Second, if a custmer of mine does not reply, i DO NOT entertain their work..just the nature of my business I guess, lol.

third, a PM, excellent Idea, why didint I think of that! lol

As for the design, it was a tribute to my hero, GRANT FUHR!...and it turned out to be far more complex than I anticipated. Still possible to do, but EXPENSIVE and very timely...and that is just on my part, double that then with scotts work.

But I will probably have him make me some gear still...lol

[Goalie97]

Hmmm, well I will chime in and say Scott, Tischa and the folks who stayed late to cut out my lions are top notch.

I ordered my pads did 100% communication and yes, after a few emails, mine ended up in the spam folder, but after a few times of the computer being mean to me in email land I sent emails and them PM'd scott via the board here. It worked well and 8 days... YES, 8 DAYS after my pads were sent from Canada, they arrived in my hands here in the sandy middle east. (Oh along with the polo shirt and one of the hats he just got in).

Sometimes communication may be slow, but thats understandable in my opinion.

As for the design, it may be cool, but just remember beauty (and pad designs) are in the eyes of the beholder. I love my gear and my lions will always be the best because they represent me, my family and my heritage.

Anyway, thanks Scott (and all those involved) and I hope to post picks soon and also tell you officially about the news I PM'd you about. Should know in a few weeks I hope.

[acmeguy]

Yo 97, I had the pleasure of seeing your gear first hand at Battram HQ when I was there to order my Nexus pads, very kool. I wasn't plannig to, but after seeing your stuff I had to order the gloves too. Your fault. How am I gonna' explain this one.

[Jase96]

My 2cents on dealing with the Battramseses'...

They have been very quick to reply to me when I ordered. I'm a relatively new customer only having started purchasing from them since November of 07 and tried out their CA to "test" to see if their product was a great as everyone over on the "other" board said they are. The CA was fantastic, scott was great and quick to deal with answering my questions and telling me why most of my ideas were stupid and that we shouldn't do them... (that seems to be a re-occurring theme lol).

Anyways the experience in dealing with them for my CA prompted me to get my Nexus set from them about 1.5 months later. I had a fairly complicated design I wanted to do on my set and some mods I wanted to do. We agreed on what to do and they were done. Pretty simple, I got my set a month later and was happy at first.

After trying them out the first time, I noticed immediately that there were problems that needed addressing (not the typical new gear break in issues either). Here is when TRUE SERVICE kicks in. The pads were good, but the gloves needed some serious reworking. Oil Machine and I had back and forth bitch-fests over the gloves in the Live Chat for a while. Eventually, I decided to contact Scott via PM to suggest that he look into fixing a couple things. He actually discovered a flaw in the wiring of the glove and has since done it right in every other glove (all you new nexus owners can thank Oil and me, but mostly me, cuz you can't really respect an oilers fan :P).

So I continued talking to Scott via PM and I sent my gloves back to him with a list of things that I thought would make the gloves better. Some were cosmetic changes, some were functional and structural changes. Scott's been always patient and pleasant to deal with, I have yet to get an F-bomb unleashed on me yet... I only half expected a few... but its all good! :D

[Goatee220]

Hey Jase,
I'm just curious - Why were you selling your C/A on EBay?

[Goalie97]

Yo 97, I had the pleasure of seeing your gear first hand at Battram HQ when I was there to order my Nexus pads, very kool. I wasn't plannig to, but after seeing your stuff I had to order the gloves too. Your fault. How am I gonna' explain this one.


Umm... because no pads should be orphans! The full set keeps the goalie gear karma good because they are a full family. They work in harmony togethor.


That actually sounds pretty good... Maybe I need to remember that for a quote.

[The TBG]

I don't know quite what to think, right now. I'm not going to say that I got bad customer service, but right now, I don't know what to think.

I don't want to come off as some impatient jerk who couldn't wait a little bit for his gear, but at the same time, I think I've been plenty patient and for the money I spent, I'm getting a bit frustrated because I just want my stuff and no one knows where my gear is.

I started my order process at the tail end of March. Scott and Tischa were great in discussing the particulars of my order and what needed to be done. My pre-order went through and they started the design process. After a couple of quick back and forth's, we finalized my design, and the build was started.

They'd just gotten back from vacation, so they had stated that the order was set for production the week of April 21st. I sent an early e-mail asking about production time, and I was told they were nearly done, looking good, and would be shipped out the following Monday (that would be April 28th).

I'd sent one or two PMs just inquiring on the length of time shipping to the U.S. takes, just to get a ballpark idea of how long I should expect to wait. I didn't get anything back. I just assumed he'd had a ton of PMs and also got that question a lot. So I didn't worry about it.

After about 3 weeks went by without anything, I started getting worried, and instead of sending an e-mail or a PM, I called. Scott answered, knew exactly which set it was, and had informed that they were sent out just the previous week and might be here by that weekend. I thanked him for his time, and sat and waited. Nothing came and I decided to wait another week as I was going out of town.

This past Monday, I'd sent an e-mail again. It was now 5 weeks beyond the original April 28th ship date I was told, and now I'm antsy again. I asked Scott for the tracking number as I know I really can't hold him responsible for shipping problems, but knowing where my stuff was would make me feel better. I checked online and realize that my pads weren't sent out until May 9th, the Friday of the week AFTER the date I was originally told.

Okay, things happen. Reading the Board, I know he's been slammed with stuff. I can understand that things beyond his control happen. Victoria day in Canada, Memorial Day here in the US. Things can get wonky.

However, the fact is, it is June 4. The shipment was sent out May 9th. It hasn't been a full month, but it's damned close. I'm not gonna blame Scott or anyone at Battram's for the shipping delay. It's not like they hand deliver the gear themselves. But, I am is frustrated that this process has taken this long. If the equipment wasn't sent out until 9 business days after my quoted date of shipment, why wasn't I told until I called. That's 2 weeks of waiting/worrying for nothing.

I'm waiting into June for a set of gear to go from Toronto to Toledo, OH, and here guys in Bahrain get their stuff in 8 days? The 2 people I'd spoken to at Canada Post both said that the shipment shouldn've been here within 8/10 business days and that I should ask Scott for a trace on the shipment.

Am I being a baby because I can't wait? Or do I have a right to be pissed about not having gear in June when it was should've been sent in late April? The longest wait I'd heard of was a guy in S.C. who waited a month for his stuff. But was that from "quoted" date or from "actual shipped" date?

I can convince myself to wait 'til the end of this week before my next move. After that, I won't know what to think. Any help/advice?

[Jester]

My gear came to South East Michigan. It took 29 days to get here. Canada Post absolutely cannot be trusted with their tracking. The day I got my gear, they were still showing it in Kitchener.

In this day and age, I am not a fan of using a shipping method where you can't effectively track your stuff. On the other hand, using the Post is cheap.

My advice is to be patient. It'll make the gear even sweeter once you get it.

[The TBG]

Thanks Jester.

I just wanted to make sure I wasn't the only one who's felt like he was twisting for a while.

I've had stuff "lost" or flat out stolen before thanks to lax service by UPS and other shipping. For something like new hockey equipment, I'm want to KNOW my stuff is getting here.

Thanks for helping to calm me down a bit.

P.S. - It doesn't help things when friends have seen the gear on the site and keep asking me if/when the stuff has shown up so they can see it in person. :)

[Frozendisc]

I am in the waiting stage also. I was told by Scott that my C/A went out on the 20th of May. I have a C-Post tracking number, but as has been mentioned, they are pretty much worthless. All I can say is, if it takes a month to get a C/A to Idaho, there will not be a Nexus order coming from me.

[Scott Battram]

The postal system is hit and miss, for some reason things going to Michigan and Ohio seem to take longer than something going to Florida. I cant explain how they work things there, I think maybe they send it to Ohio via California. The guy in Dubais's package was actually shipped by military post. So thats why he got his so quickly.

The average time with Canada Post is usually about 8 - 12 business days.

Have you checked with your local postal outlet? Perhaps it is sitting there waiting to be picked up?? Usually if no one is around they will leave a slip for you to pick up the item. It could have been the package is there, but the slip never got delivered. I have had customers have that happen to them before.

They may as well not even offer online tracking, its worthless, some other packages sent out the same time as this one were still stating "Item accepted at post office" on the tracking information.

I know one has already made it to the customer in California, but it still says "accepted at post office"

Of course there always is the option to ask for express shipping, it costs about 20.00 more, but is supposed to be a guaranteed service of under 10 business days.

[BoltThrower]

Regular post does take a long time...both my orders from Scott, I paid extra for an upgrade to Expresspost USA (Can Post's equivalent to Priority Mail) and had them in around a week. The tracking number is still useless but once it's in the US you can enter that number at the USPS site and you will get some idea of what's going on. To me it's worth paying extra for the upgrade. It isn't Scott's fault after all that Can Post and USPS let stuff sit in customs forever and a day, but if you upgrade to a service that has a guaranteed delivery date they will move it through fast.

[Trap29]

On that note... I'll be upgrading my shipping on my gloves Scott...

Ty

[The TBG]

Wow... somewhere, i missed the mention about the ability to order express...

*Note to self: Order the express service next time!* :)

Thanks again for the replies. Like I said before, this DEFINITELY makes the waiting a little easier.

Appreciate it.

And Scott, there's a bunch of guys down here who can't wait to see those pads up close and personal. The pics have gotten a lot of compliments.

[BoltThrower]

I don't know that it was mentioned...when I knew my stuff was done I asked about the upgrade specifically.

[Vision]

Keep in mind that no matter the shipping method chosen, customs (in either direction) can keep a package for as long as they deem necessary.

::m

[Doscl]

So far, I have had fantastic communication with Scott by... calling him! And even in email, too! Can't wait to get my order finalized and rolling by the end of the month.

And in terms of shipping and tracking, while USPS is the cheapest, they suck hard in shipping/tracking. I had a set of RBK 8K take 4 weeks from the ship date to get from Chicago to Long Island. And don't get me started on the useless tracking numbers USPS offers. Ga'bage!