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Old 01-27-2013, 06:03 AM   #1
KawiVA76 OP
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Shoei warranty experience.

In mid November I purchased a Shoei Neotec from a local retailer. I noticed pretty quickly that it leaks water from the top of the visor. On December 8th I returned it to the store for repair. From my understanding it went to a company called the Helmet House in California which has a contract with Shoei. I have contacted them, my retailer and Shoei to find out what's going on and nobody knows anything. Repeated promises to call me back have resulted in nothing. I recognize the holidays were right in the middle but is this normal? Am I just being an impatient, douche customer? I've been courteous at each interaction I just want to know what the holdup is. Either it can be fixed or it can't. I would think the retailer and Shoei would work this out and I would just get a replacement if it can't be repaired. Anybody else have some experience with Shoei or helmet repair times/policies in general?

Thanks,

Mike
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Old 01-27-2013, 11:18 AM   #2
trc.rhubarb
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Awesome service.
I had issues with my RF1000 about 5 years ago... guy on the phone sent me new parts no questions asked.
Had the same problem again (the switch to lock the visor snapped off) and he sent me 5 of em :)

Then I called to ask how I could stop the fogging issue I had (also about 5 years back)... he says "give me your address again" and he sent me a pinlock sheild w/ the insert. No charge.

Call them rather than email... they are good to work with. Went way above and beyond.
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Old 01-27-2013, 05:48 PM   #3
ParaMud
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Quote:
Originally Posted by trc.rhubarb View Post
Awesome service.
I had issues with my RF1000 about 5 years ago... guy on the phone sent me new parts no questions asked.
Had the same problem again (the switch to lock the visor snapped off) and he sent me 5 of em :)

Then I called to ask how I could stop the fogging issue I had (also about 5 years back)... he says "give me your address again" and he sent me a pinlock sheild w/ the insert. No charge.

Call them rather than email... they are good to work with. Went way above and beyond.
Did you call helmet house or Shoei?

I have talked to a helmet house rep a couple times and helped me out a TON. Also been to the Shoei location to get a crashed helmet tested.
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Old 01-27-2013, 06:22 PM   #4
KawiVA76 OP
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Spoken on the phone to all three. Shoei never received the helmet. It was at that point I learned about Helmet House. Spoke to a woman named Kris there. Very nice, said she couldn't release any info to me but would call my retailer and check on her end and find out what's up. That was last Monday. I've talked to the retailer at least five times, keep getting told they'll call me when they know something. I'm not sure if I'm just impatient but we're at the seven week mark. Just seems a little ridiculous that nobody has made a decision yet. Just wanted a baseline to know if this is par for the course. If so then by all means I'll keep waiting.

Mike
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Old 01-27-2013, 06:56 PM   #5
trc.rhubarb
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Quote:
Originally Posted by ParaMud View Post
Did you call helmet house or Shoei?

I have talked to a helmet house rep a couple times and helped me out a TON. Also been to the Shoei location to get a crashed helmet tested.
Shoei USA... 3 calls and got the same guy every time. I can' remember his name though.
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Old 01-27-2013, 07:41 PM   #6
levain
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Quote:
Originally Posted by KawiVA76 View Post
Spoken on the phone to all three. Shoei never received the helmet. It was at that point I learned about Helmet House. Spoke to a woman named Kris there. Very nice, said she couldn't release any info to me but would call my retailer and check on her end and find out what's up. That was last Monday. I've talked to the retailer at least five times, keep getting told they'll call me when they know something. I'm not sure if I'm just impatient but we're at the seven week mark. Just seems a little ridiculous that nobody has made a decision yet. Just wanted a baseline to know if this is par for the course. If so then by all means I'll keep waiting.

Mike
December 8? I mean, really?
As in 7 weeks ago? And, you've done your due diligence on your part? Sounds like its time to out this "retailer". Forward a copy of your thread here on ADV, and watch how fast it gets resolved.
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Old 01-28-2013, 07:10 PM   #7
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As soon as I would have found out the vendor lost my helmet, I would have been demanding a new one be sent out. If I were you, I would burn up their phone every day until you get a resolution. Just my 0.02

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Old 01-29-2013, 11:54 PM   #8
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On the shoei website it lists a number for repairs/warranty. I called them and they said to ship em the helmet, since I'm local, I dropped it off. They fixed the visor and noticed a cheek pad issue. Kept my helmet overnight, fixed/replaced the cheek pads and called me the next day.

These dudes are a+

Sorry your retailer is giving u the run around.
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Old 02-02-2013, 06:20 PM   #9
KawiVA76 OP
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Ok, so an update. I went down there on Tuesday. The retailer is Coleman Powersports in Falls Church, VA. They're about 35 miles from me. Got tired of being blown off on the phone. I spoke to the person who I had originally handed the helmet off to. She explained that they had worked on it out in California and couldn't fix it. So they sent it to Japan for the engineers to look at it...

I explained that was odd because when I called Shoei they had no record of ever having received the helmet. She dead panned looked me in the face and said, "Oh yeah, they mentioned you called. It was sent back from Japan I think last Thursday. It should be here by the end of the week." The whole thing sounds like somebody forgot to ship it for 4 weeks or so and now they are stalling until it gets back. The helmet still hasn't arrived. I honestly don't care at this point as long as its fixed. I was warned about purchasing from them but they had the size and color I wanted at that moment when the mood hit me. Never again.

Mike
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Old 02-02-2013, 11:23 PM   #10
FireIdiot
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Quote:
Originally Posted by KawiVA76 View Post
Ok, so an update. I went down there on Tuesday. The retailer is Coleman Powersports in Falls Church, VA. They're about 35 miles from me. Got tired of being blown off on the phone. I spoke to the person who I had originally handed the helmet off to. She explained that they had worked on it out in California and couldn't fix it. So they sent it to Japan for the engineers to look at it...

I explained that was odd because when I called Shoei they had no record of ever having received the helmet. She dead panned looked me in the face and said, "Oh yeah, they mentioned you called. It was sent back from Japan I think last Thursday. It should be here by the end of the week." The whole thing sounds like somebody forgot to ship it for 4 weeks or so and now they are stalling until it gets back. The helmet still hasn't arrived. I honestly don't care at this point as long as its fixed. I was warned about purchasing from them but they had the size and color I wanted at that moment when the mood hit me. Never again.

Mike
I smell something with that story. Call Shoei to verify.

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Old 03-07-2013, 10:56 AM   #11
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So, did you ever get your Neotec back? And, if so, did they fix the water egress issue? I ask because I sent my lid into Shoei earlier this week for the same problems. I was told by Shoei's CS that the "fix" would only take a couple of days (something about letting glue dry before sending it back). They received it Tuesday of this week (3/5) and I haven't heard back from them. I'll give them a call this afternoon, but wanted to see if you ever got your issue resolved.
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