The customer service on the phone was very ordinary, I felt like disturbing the clerks when I could have questions. Fortunately, the lady at the counter was very friendly and took the time to inform me of the product warranty procedures.
It took 2-3 months to replace the strap on my Polar watch.
Very good company with good product very happy to be able to sell your products
Have dealt with OGC direct after local shops have given me the run around on pricing and returning my fork within a reasonable time. Experience has been top notch and they have always executed my repairs and service in a timely manner.
Do not buy Polar products ... 2 weeks before being told that the warranty does not cover ... expensive product without valid warranty ...
I have a 2 year old, $285, Polar M430. Have used the watch lightly - 3 days week, once per day for heart rate training only and have taken very good care of it. Despite that, the watch became nonchargeable in April (I have since found via Polar forums online out that this is a longstanding problem with these watches). Polar Canada seems to have farmed out their service and support to their distributor - Outdoor Gear Canada. Neither of these companies are reachable on the phone. Polar support (non-transparently) directs you to Outdoor Gear - they do not offer phone support, and with the Covid situation they don't respond to email requesting support for over a month (during which time I had prompt same day support online from several other suppliers). After finally getting an email only response, you then enter into a once per day email exchange with "Steven" who promptly asks you to do all the trouble shooting maneuvers you've already done having read their and Polar's "troubleshooting FAQ's. A week passes doing that. Then, still on the once per day schedule, this guy says what you knew all along, that they would have to have the watch into their "shop". This, Polar/Outdoor Gear expects you do at your own expense and they offer no replacement or loaner watch despite advising that the repair (waiting to hear the cost of that) could take up to five weeks. As a supposed supplier to higher end athletes to whom data gaps make difference, this sort of runaround/"service" is unacceptable. If it were not for the fact that I already have a lot of training data in their App, and that the watch might be repairable I would have migrated to another manufacturer months
ago. If you haven't purchased an HR watch yet - DON'T BUY Polar in Canada - Outdoor Gear won't help you in a meaningful or timely way....
Sent my fox fork for a rebuilt (oil, seals, bushings) by OCG. 5 months later the fork started knocking everytime I wheelied. Was sent back and OGC . Changed more parts they didn't replaced the first time, made me repay for seals and oil. Won't bother next time and I'll send to S4 instead
Awful customer service. Been stuck out of pocket for 3 months trying to get a refund out of them for a faulty fork service. Funny part is they've acknowledged the refund as owing, but have yet to actually process it. Whenever I call the line mysteriously gets disconnected. As I said, it's been about 3 months now.
Mike the REP for OGC has always been very positive, helpful, and quick to get the answer to my questions as well as suggestions for great products
amazing service, and great quality of work for my polar m430. huge shoutout to alex and the staff for making it happen fast for my trip! thanks m8
Worst experience and customer service EVER. I had been in contact with a representative for months. Was promised time and again that there was a 2-3 week turn around for the shoes. I placed my order... never heard a word for 2 weeks. Then was told that most of the shoes that I had ordered were no longer in stock. Ordered other shoes but was not relayed any information that shipments were running behind. Then when I questioned where my shoes were, I was told that I was a nuisance and wasn't worth the business and that I should have gone elsewhere. I was left with FIVE business days to find a fleet of 52 pairs of shoes in order to open my studio on time. Now they aren't refunding my money for the partial order of shoes that I received for my staff when they had to overnight ship due to a communication error amongst their staff. Literally the most unprofessional and ignorant people that I have EVER dealt with. Never again. Buyers BEWARE.
I contacted the after-sales service for a room and spoke with Mr. St-Germain about my problem. Off, I want to emphasize the excellent service from him as well as the speed to receive my piece. Thank you
