We pride ourselves on taking care of our community as best as we can. With that in mind, we want to be upfront and make sure you all have solid scooters to ride. While we strive to always make perfect products, sometimes defects do happen. We've had a higher number than usual amount of wheel warranties over the past several months.
I (Collin) traveled to the polyurethane company with less than a day's notice. I spent a week working countless hours on their factory floor and found the solution for consistent wheel production. I returned home with custom tool designs that hold true to this consistency. The new tools have been built and are in action. The team, namely Zack Rowan, Joe Vos, and Will Judy have been instrumental to testing the prototypes and new production wheels. Thanks so much to those guys for working with us, changing their wheels a million times, and providing us solid feedback. The first batch of wheels has been in stock for a couple of weeks as we fulfill warranties behind the scenes.
Chris has done everything he can to make sure everyone who hits us up is taken care of. He's talked to many of you and sent out about a hundred replacement pairs last week. He's been doing his best and has every intention of making good with each of you. I really appreciate the patience you've shown him through our customer service lines.
We saw the defects begin to appear in America before sending international shipments. We made a conservative decision to stop overseas shipments, so any defects due to this particular issue have been isolated to North America.
If you filed a warranty with a shop or contacted us directly, all those warranties have been sent out and solved. If you haven’t heard back about your wheel warranty, please be sure to either hit up the shop you filed the warranty through or email us email@example.com. If either you have or know of anyone who has had a problem with Tilt wheels over the past few months and never entered a warranty claim, please hit us up firstname.lastname@example.org proof of purchase, name, shipping address, and photos of your wheels. All our parts come with a 120 day warranty, but Tilt products shouldn’t have failed like this. We are doing what we need to do to make sure our customers are taken care of.
We'd love to make everything right with a good pair of wheels. Shops, riders, parents, and so on have appreciated us, and we want to show you that we appreciate you back. I apologize that this issue may have made some of your time on your scooter less enjoyable, and I'll be damned if we don't give it our best to make it right. We stand behind our product through the good and the bad. - @collinsnoek