Process for Asics Shoe Warranty?

[CosmosMpower]

Hi TW team, I just wore out my Gel Res 8's (hole through the outsole into the midsole at the toe) that are still within the 6 month warranty period. What is the current procedure to file the warranty claim? In the past I've sent them in or sent a picture. Also curious how durable the Clay outsole would be on hard court as those are the only ones that are in stock in my size 10.

Thanks!

 

[TW Staff]

CosmosMpower,

Did you purchase the shoes from TW? If you did, there are several options you can do. As far as, clay versus hard court outsoles, clay outsoles will be less durable.

Thanks,
Brittany, TW

 

[CosmosMpower]

I did buy them from TW early Jan! I think it’s my 3rd pair of GR8 I got from TW. Any advice on next steps is appreciated.

Any idea on how much less durable? If HC outsole lasts me 5 months is clay like 2 months or 4?

 

[TW Staff]

Great! You can send them back to Tennis Warehouse with your invoice and this form:

https://img.tennis-warehouse.com/pdfs/Returns_Form2.pdf

We will process your exchange and you will either receive a direct replacement of the shoe or credit to go towards another shoe of your choice.

You can also send them back directly to Asics.

As far as durability, it is hard to say exactly how long you will get but I would say it is noticeable difference. I would also say the traction is a little different as well due to the pattern.

Looking in our system, we are hoping (fingers crossed) to get more Gel Resolution 8s at the end of July. However, as you know those dates may change as Asics has struggled with production supply.

Please let me know if you have any additional questions.

Thanks,
Brittany, TW

 

[CosmosMpower]

Great! You can send them back to Tennis Warehouse with your invoice and this form:

https://img.tennis-warehouse.com/pdfs/Returns_Form2.pdf

We will process your exchange and you will either receive a direct replacement of the shoe or credit to go towards another shoe of your choice.

You can also send them back directly to Asics.

As far as durability, it is hard to say exactly how long you will get but I would say it is noticeable difference. I would also say the traction is a little different as well due to the pattern.

Looking in our system, we are hoping (fingers crossed) to get more Gel Resolution 8s at the end of July. However, as you know those dates may change as Asics has struggled with production supply.

Please let me know if you have any additional questions.

Thanks,
Brittany, TW

Thanks where do I get the UPS return label?

 

[TW Staff]

CosmosMpower,

If you saved the return shipping label that originally came with the shoes, you can use that. Otherwise, give our customer service a call and they can help you out.

Thanks,
Brittany, TW

 

[CosmosMpower]

CosmosMpower,

If you saved the return shipping label that originally came with the shoes, you can use that. Otherwise, give our customer service a call and they can help you out.

Thanks,
Brittany, TW

I think I threw the box away a long time ago. I shot an email to CS but waiting for a response.

 

[TW Staff]

Great, they should be able to help you out. Please note that emails can take 2-3 business days to get a response as we are currently receiving a higher volume than normal and are working our best to answer each one as quick as possible.

Thanks,
Brittany, TW

 

[antony]

Also for those that didn’t buy through TW

Warranty | ASICS

www.asics.com

 

[CosmosMpower]

Great, they should be able to help you out. Please note that emails can take 2-3 business days to get a response as we are currently receiving a higher volume than normal and are working our best to answer each one as quick as possible.

Thanks,
Brittany, TW

Thanks I emailed and it's taking a few days. I need to return the shoes as they are worn through the outsole to the midsole foam on the left shoe big toe area and the 6 month date is coming up. I don't want to get denied on the warranty due to slow response from CS.

 

[antony]

Thanks I emailed and it's taking a few days. I need to return the shoes as they are worn through the outsole to the midsole foam on the left shoe big toe area and the 6 month date is coming up. I don't want to get denied on the warranty due to slow response from CS.

You should be good now that you started the claim before the period

 

[CosmosMpower]

You should be good now that you started the claim before the period

Hope so, I think their process to start a claim is to mail it in for them to review the shoe and confirm. At this point it's doubtful the shoes will physically be in their possession by the 6th of next month (6 months from when I ordered, not physically received them). Just wanted to call it out. TW has always been great with this process in the past. I think this is my 4th pair of GR8's and I also bought and warrantied a few pairs of GR7's previously through TW with no issues.

 

[antony]

Hope so, I think their process to start a claim is to mail it in for them to review the shoe and confirm. At this point it's doubtful the shoes will physically be in their possession by the 6th of next month (6 months from when I ordered, not physically received them). Just wanted to call it out. TW has always been great with this process in the past. I think this is my 4th pair of GR8's and I also bought and warrantied a few pairs of GR7's previously through TW with no issues.

It’s curious though, as I’ve only had to send in pictures and they accepted my claim no problem, twice.

maybe because yours wore through so much more than mine? I just file a claim when I lose traction and start slipping due to tread loss

 

[TW Staff]

CosmosMpower,

Can you send an email to discussadmin? We received your email on the 27th regarding the general return process and responded back on the 29th. However, we didn't receive an email regarding asking for a label so I am not sure what happened. I can make a note in your file that you had reached out this week (we tend to be lenient, if it is within a couple days/week of the 6 months) so you won't have any issues.

As far as sending in pictures, we will accept pictures only on Prince tennis shoes. You can send in pictures to confirm that your shoes qualify for the warranty but with Asics shoes we will need the physical shoes back.

Once I receive your email, I can forward it on to our customer service department and make sure they set up your return shipping label ASAP.

Thanks,
Brittany, TW

 

[CosmosMpower]

CosmosMpower,

Can you send an email to discussadmin? We received your email on the 27th regarding the general return process and responded back on the 29th. However, we didn't receive an email regarding asking for a label so I am not sure what happened. I can make a note in your file that you had reached out this week (we tend to be lenient, if it is within a couple days/week of the 6 months) so you won't have any issues.

As far as sending in pictures, we will accept pictures only on Prince tennis shoes. You can send in pictures to confirm that your shoes qualify for the warranty but with Asics shoes we will need the physical shoes back.

Once I receive your email, I can forward it on to our customer service department and make sure they set up your return shipping label ASAP.

Thanks,
Brittany, TW

Thanks! I did send an email asking for a label but I guess it got lost in the shuffle Will send an email to the discuss admin email address now for a label. TW staff rocks!

 

[TW Staff]

Received your email! A customer service rep should be sending you a follow up shortly!

Thanks,
Brittany, TW

 

[CosmosMpower]

@TW Staff could you please check on my warranty return? The shoes were received back on the 8th and I haven't gotten an update since the 10th (10 days ago).

 

[TW Staff]

Hello @CosmosMpower,

We processed your returned shoes and allocated a store credit due to the Gel Resolution 8s being sold out/back ordered at that time. That confirmation should have been emailed to you on 7/13/22. If you cannot find that email, I'm happy to forward you another copy with the store credit information. Again, thank you for your patience throughout this process.

Thanks,

TW Staff

 

[CosmosMpower]

Hello @CosmosMpower,

We processed your returned shoes and allocated a store credit due to the Gel Resolution 8s being sold out/back ordered at that time. That confirmation should have been emailed to you on 7/13/22. If you cannot find that email, I'm happy to forward you another copy with the store credit information. Again, thank you for your patience throughout this process.

Thanks,

TW Staff

Thanks I didn’t receive the email. Can you please resend? I’ll pm my email @TW Staff