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|Subject: Alt-Berg forced to end refurbishment service|
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Date Posted: 05:21:19 12/19/11 Mon
Bike clothing manufacturer Alt-Berg has been forced to discontinue their refurbishment service after 15 years.
Alt-Berg head Michael Sheehan said “We have never made any profit from refurbished. But we’ve always accepted this, because we felt it was a good thing to do environmentally, and we felt it was genuinely appreciated by our customers – in spite of the fact that we lost money on every pair.”
“Everyone who works at Alt-Berg cares very much about the business, and about our customers. But like all small businesses we do not have the time, or resources to handle what we believe are sustained, ongoing, unreasonable complaints.”
Sheehan cited one customer who expected one pair of boots to last a lifetime! “He was steadfast in his belief that having purchased a pair of Alt-Berg boots in 2002 – he should never be expected to purchase another pair again – he expected that by having them refurbished, they would last forever. Also the time from new to 1st refurbishment was 6 years – so he expected a further 6 years once refurbished – anything else was unacceptable – and Alt-Berg’s problem! He was adamant that if we could not offer him a further refurbishment, free of charge then we should give him a new pair of boots!”
Mr Sheehan concluded “After considering the situation, we have had to conclude that the refurbishment service – although ‘well meant’ – is open to abuse, and so with a genuine sense of regret, we decided to discontinue the service. We continue to offer our resole service – done in our factory, on the original lasts – and if there is any way in which we can sustain the lifetime of Alt-Berg boots – short of full refurbishment – then we will certainly do what we can.”
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