New Balance shoe warranty

[bobtodd]

TW,

Can you confirm that the 1 year outsole warranty will be honored for all shoes purchased with the warranty? There has been a lot of talk that NB only honors the warranty for 1 pair of shoes per customer. In other words, if I bought 2 pairs of 806's and wore them both out in 7 months, they would only replace 1 pair. Also, they would not replace any future pairs purchased with the 1 year warranty. Thanks for any clarification.

 

[TW Staff]

bobtodd,

Each shoe purchased with a warranty will receive a 1 year warranty. So if you purchase two shoes, you get a warranty for each shoe and will get two replacements if worn out in under a year. There is no time frame and you can purchase as many shoes with warranties as you want after you turn in your first.

Thanks,
Brittany, TW

 

[bobtodd]

bobtodd,

Each shoe purchased with a warranty will receive a 1 year warranty. So if you purchase two shoes, you get a warranty for each shoe and will get two replacements if worn out in under a year. There is no time frame and you can purchase as many shoes with warranties as you want after you turn in your first.

Thanks,
Brittany, TW

That's good news. Thanks.

Todd

 

[Mark Brandon]

I've just learned the hard way that New Balance Ndurance outsole warranty is a one replacement per person for life. Any New Balance shoe with the outsole warranty you buy after using it once, the outsole warranty will not apply to you. Perhaps tennis warehouse will eat the shoes from repeat customers but New Balance will not. It's unfortunate as this is contrary to what every other shoe manufacturer that offers an outsole warrant does. Buy those 109.99 shoes again and New Balance will not guarantee the outsole.

 

[Mark Brandon]

bobtodd,

Each shoe purchased with a warranty will receive a 1 year warranty. So if you purchase two shoes, you get a warranty for each shoe and will get two replacements if worn out in under a year. There is no time frame and you can purchase as many shoes with warranties as you want after you turn in your first.

Thanks,
Brittany, TW

Hi, perhaps you can help me understand my issue with New Balance. Even though their policy re the Ndurance 1 year outsole warranty is a one time deal per person for life you will continue to exchange them as one exchange for each pair purchased that meets the wear requirement?

 

[TW Staff]

Mark Brandon,

Correct. Every shoe warranty (New Balance included) is a one time replacement of a purchased shoe. So when you purchase a shoe with a warranty, it comes with one replacement.

Thanks,
Brittany,TW

PS- I have not heard of New Balance only doing one replacement shoe ever. I will have our shoe buyer contact them regarding this. Do you have more information you can disclose (here or email) regarding your situation?

 

[Mark Brandon]

Mark Brandon,

Correct. Every shoe warranty (New Balance included) is a one time replacement of a purchased shoe. So when you purchase a shoe with a warranty, it comes with one replacement.

Thanks,
Brittany,TW

PS- I have not heard of New Balance only doing one replacement shoe ever. I will have our shoe buyer contact them regarding this. Do you have more information you can disclose (here or email) regarding your situation?

I'm glad you asked. This has been a bit of a dust up with me for the last few days. I've called New Balance and emailed them several times. I've sent them quite a bit of information pointing out the discrepancy and they absolutely will not budge. Ive shopped almost exclusively for years with tw and another major online retailer. I've called both. Yesterday the other place knew nothing of this policy but a manager emailed me back today and said they've known for years that's NB's policy. I pointed out to her and NB that I've exchanged a few pairs in the past directly through New Balance and this policy wasn't mentioned. NB claimed that mustve been a one time courtesy. I also pointed out to them that all other shoe manufacturers that offer an outsole warranty offer it as a one time replacement per pair purchased. Us tennis players consider that built into the price when we spend near a hundred dollars for a pair of shoes that will last a rec player maybe 4 months. I emailed a chain of emails to info@tennis-warehouse.com yesterday. If that's not available I'd be happy to forward them again wherever you like.

 

[TW Staff]

Mark Brandon,

I had our customer service department forward me your email. I read through it and it seems to be a lot of confusion on their end and it must be very frustrating for you. I talked to our shoe buyer and he was also unaware of this policy and had never heard about it. He is contacting our New Balance representative to find out more information and hopefully get to the bottom of this. Once I hear back, I will update this thread and send you an email if I need more information from you. I am guessing the shoe was not bought through TW otherwise I would suggest you send it back through us and we can replace it for you without any issues. I hope to help you out as much as possible.

Just want to confirm, you are trying to use a warranty replacement on a shoe you have purchased (not a replacement of a replacement).

Thanks,
Brittany, TW

 

[mikeler]

I always bust a hole in my New Balance shoes with the pinky toe, so I never get to use that darn warranty anyways.

 

[Mark Brandon]

Mark Brandon,

I had our customer service department forward me your email. I read through it and it seems to be a lot of confusion on their end and it must be very frustrating for you. I talked to our shoe buyer and he was also unaware of this policy and had never heard about it. He is contacting our New Balance representative to find out more information and hopefully get to the bottom of this. Once I hear back, I will update this thread and send you an email if I need more information from you. I am guessing the shoe was not bought through TW otherwise I would suggest you send it back through us and we can replace it for you without any issues. I hope to help you out as much as possible.

Just want to confirm, you are trying to use a warranty replacement on a shoe you have purchased (not a replacement of a replacement).

Thanks,
Brittany, TW

Hi and thanks for for getting back to me. You are correct, I purchased the shoes from another place. I've been in contact with them and they originally hadn't heard of this NB policy but someone got back to me and claimed that's the way it's always been. Also correct I was trying to replace a purchased pair. I've been through quite a few pairs of NB shoes and didn't have a problem in the past claiming the outsole warranty. I was sure their policy was like all the other shoe manufacturers that is one replacement per pair of shoes purchased. My goal here is to get the word out and let the distributors and other tennis players know about this NB policy.
TW is by far my favorite supplier and honestly I feel buying NB through you guys and taking advantage of your return policy that NB doesn't back would be dishonest on my part. It's all about the principle for me dealing with NB. I've searched through your forums, called and emailed other retailers and talked to countless other tennis players and nobody has heard of this policy. Something just doesn't seem right.

 

[TW Staff]

Mark Brandon,

Thank you for the information. I will pass it along to our shoe buyer to let our New Balance rep know you have had this issue. I will let you know what we hear back from them.

Sorry I couldn't help more!

Brittany, TW

 

[Mark Brandon]

Oh thank you. I really appreciate the time you've taken to address this. However it works out with NB I'd like to let you know that sometimes it's little things that win business and keep people coming around. I don't need the money or a free pair of shoes, its just the idea of feeling like I've been deceived that has me worked up. I let the other place Hola*%^$sports know I am done with them. They were nice enough but pretty much dismissive of my grievance.

 

[TW Staff]

Mark Brandon,

Here is the official word that we received from New Balance:

"My understanding is that our Ndurance outsole guarantee is one pair per purchase. If a customer runs through the outsole on the replacement pair, we will not replace those. If a customer purchases another pair of 996v2’s, the Ndurance outsole guarantee is re-upped per say and can be used again.

I think the confusion lies in the fact that someone in customer believed that it was a once per customer FOR LIFE on the Ndurance outsole guarantee, not once PER PURCHASE.

Defective shoes are a different scenario because that applies to the whole shoe, not just the outsole covered by the Ndurance guarantee."

Josh Wilder
Assistant Product Manager – Field of Play


So it looks like their is some internal confusion. Hope you are able to use this to work out your problem.

Thanks,
Brittany, TW

 

[Mark Brandon]

Mark Brandon,

Here is the official word that we received from New Balance:

"My understanding is that our Ndurance outsole guarantee is one pair per purchase. If a customer runs through the outsole on the replacement pair, we will not replace those. If a customer purchases another pair of 996v2’s, the Ndurance outsole guarantee is re-upped per say and can be used again.

I think the confusion lies in the fact that someone in customer believed that it was a once per customer FOR LIFE on the Ndurance outsole guarantee, not once PER PURCHASE.

Defective shoes are a different scenario because that applies to the whole shoe, not just the outsole covered by the Ndurance guarantee."

Josh Wilder
Assistant Product Manager – Field of Play


So it looks like their is some internal confusion. Hope you are able to use this to work out your problem.

Thanks,
Brittany, TW

Thank you very much, I'll give it a try. Not too optimistic though with the way I've been getting the run around from NB.

 

[Mark Brandon]

Mark Brandon,

Here is the official word that we received from New Balance:

"My understanding is that our Ndurance outsole guarantee is one pair per purchase. If a customer runs through the outsole on the replacement pair, we will not replace those. If a customer purchases another pair of 996v2’s, the Ndurance outsole guarantee is re-upped per say and can be used again.

I think the confusion lies in the fact that someone in customer believed that it was a once per customer FOR LIFE on the Ndurance outsole guarantee, not once PER PURCHASE.

Defective shoes are a different scenario because that applies to the whole shoe, not just the outsole covered by the Ndurance guarantee."

Josh Wilder
Assistant Product Manager – Field of Play


So it looks like their is some internal confusion. Hope you are able to use this to work out your problem.

Thanks,
Brittany, TW

Sorry to bug but could you let NB rep know and maybe he could follow up with NB? Searching the boards I see I'm not the only one who's had this issue. Thanks again

 

[TW Staff]

Mark Brandon,

The response I posted is New Balance's response to the email I sent explaining your situation along with the email you had forwarded us. Unfortunately, since you didn't buy the shoes from us, there is not much more we can do.

Thanks,
Brittany, TW

 

[Mark Brandon]

Mark Brandon,

The response I posted is New Balance's response to the email I sent explaining your situation along with the email you had forwarded us. Unfortunately, since you didn't buy the shoes from us, there is not much more we can do.

Thanks,
Brittany, TW

Oh you've helped me plenty. I was going to post their latest response but decided to forward it to TW info email. Just wasn't sure if it was appropriate but it could help others who have been tripped up by the er uh confusion at NB. Again thank you very much. I swear I'll never shop anywhere else.

 

[RFC]

I just got off the phone with New Balance Customer Service. I have two pairs of MC 1296 shoes that I wanted to return under the Ndurance Guarantee. Over the last 10 years I have successfully returned 3 or 4 pairs of shoes under the Ndurance Guarantee and its one of the things that makes me a loyal New Balance Customer. The customer service agent stated the Ndurance Guarantee is "once per customer lifetime" not once per purchase. I asked to speak with a manager (Brian E), and he repeated the same statement. I have sent a long letter to customer service highlighting statements from this thread (particularly Josh Wilder's response), but it seems to me New Balance has recently (this year) made a change in the implementation of their Ndurance Guarantee. And thus the Ndurance Guarantee is NOT valid for any of my future purchases. If this stands then I can not in good conscious make any future New Balance purchases and hope everyone is aware of this change prior to purchasing New Balance shoes covered by the Ndurance Guarantee.

I thought this was resolved in Jan thanks to Brittany's inquiry w Josh Wilder at NB

I will update the group when and if I receive a written response to my email.

Thanks

 

[TW Staff]

RC,

If you bought the shoes from us, we are more than happy to accept them back. We are forwarding on your issues to our New Balance rep.

Thanks,
Brittany, TW

 

[RFC]

RC,

If you bought the shoes from us, we are more than happy to accept them back. We are forwarding on your issues to our New Balance rep.

Thanks,
Brittany, TW

Thanks for looking into this Brittany,

I wish I did buy them from TW, and definitely will in the future. I won't make that mistake again.

Randy

 

[Mark Brandon]

Thanks for looking into this Brittany,

I wish I did buy them from TW, and definitely will in the future. I won't make that mistake again.

Randy

Good luck in your quest. If you've read through this thread you saw that I pushed this fight with NB. I like you have used them for some years. Then all of a sudden they say "sorry mister this is a one per person for life". Oooh I went on one. I blew them up on just about every forum I could find including social media. I emailed their supposed customer service supervisor daily. I forwarded her copies of all other shoe manufacturers that offer outsole warranties. Of course they are all the same 1 warranty per pair purchased. I told NB that I considered them to be engaging in fraud because any web site you go to buy NB shoes just states 1 year Endurance outsole warranty. I suggested they disclose "If you've used our warranty once, this advertised warranty does not apply to you". Everybody knows when you plop down too much for a pair of warranted shoes you are figuring the second pair in the price. ******** Sports where I bought them left me hanging but TW staff Brittany helped a lot. Dumped ******** btw. It's a dirty shame they've taken this route and also a dirty shame TW has to pick them up on their BS warranty. Finally they came with some jive about discussions and misunderstandings and were working hard to sort out these misunderstandings. They said in the mean time they would send me a new pair of shoes because these meetings could take some time. It ended with me asking them to please inform me of the outcome of these meetings because the outcome would dictate my future brand of shoes. I was assured they would let me know. Needless to say I haven't heard a word. If by chance you are a paid linked in subscriber I think you can contact the CEO who is in Boston I think. Stay on em n don't let em get away with this nonsense.

 

[RFC]

I wanted to report back about my experience working with New Balance Customer service regarding their "one return per Customer Lifetime" Ndurance guarantee". I have to believe my complaint was just the tip of the iceberg and others such as Mark Brandon and Brittany from TW may have helped pave the way for change. I'm happy to report that New Balance has agreed to process my second (and any future) Ndurance guarantee returns and more importantly they have indicated they will be changing their policy to be more in line with their competitors. See note below from New Balance Customer Service. I hope this moves forward and if so will renew my loyalty to New Balance.

Thank you to this group, Brittany and Tennis Warehouse for sharing useful information and helping to convince New Balance to revise their Ndurance guarantee policy.

Thanks
Randy

Tom B. (New Balance)

Jul 26, 10:53 CDT

Hi Mr. RFC

Thank you for your email. We are changing our policy on the NDurance Guarantee to be more in line with our competitors. Going forward the policy is going to be 1 replacement per purchase on the upper end tennis shoes (MC1296, MC996, and MC1006). This will probably go into affect around the 1st of the year. We might change it to a 6 month warranty as well. In the mean time, please send your request to me. I'll take care of the one you sent below.Thank you for your email.

We appreciate your business and have a great day
Sincerely

Tom
Customer Care
www.newbalance.com
(800) 595-9138Tom
Customer Care
www.newbalance.com
(800) 595-9138

 

[Mark Brandon]

I wanted to report back about my experience working with New Balance Customer service regarding their "one return per Customer Lifetime" Ndurance guarantee". I have to believe my complaint was just the tip of the iceberg and others such as Mark Brandon and Brittany from TW may have helped pave the way for change. I'm happy to report that New Balance has agreed to process my second (and any future) Ndurance guarantee returns and more importantly they have indicated they will be changing their policy to be more in line with their competitors. See note below from New Balance Customer Service. I hope this moves forward and if so will renew my loyalty to New Balance.

Thank you to this group, Brittany and Tennis Warehouse for sharing useful information and helping to convince New Balance to revise their Ndurance guarantee policy.

Thanks
Randy

Tom B. (New Balance)

Jul 26, 10:53 CDT

Hi Mr. RFC

Thank you for your email. We are changing our policy on the NDurance Guarantee to be more in line with our competitors. Going forward the policy is going to be 1 replacement per purchase on the upper end tennis shoes (MC1296, MC996, and MC1006). This will probably go into affect around the 1st of the year. We might change it to a 6 month warranty as well. In the mean time, please send your request to me. I'll take care of the one you sent below.Thank you for your email.

We appreciate your business and have a great day
Sincerely

Tom
Customer Care
www.newbalance.com
(800) 595-9138Tom
Customer Care
www.newbalance.com
(800) 595-9138

That is good news. Hopefully they follow through. Cheers!