DANNOWAR
Gerry Lopez status
Reged: 12/15/08
Posts: 980
Loc: SD
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this is the THIRD time i have sent this wetsuit in for repair at my own fault. took a fin to the back,tore through the entire back panel. reapired no questions asked. THE NEXT DAY, got finned again and they fixed three large rips no questions asked, no charge. Just got it back again for the third time, this time the crotch was leaking and i was more than willing to pay to get it fixed. not only did they replace the whole panel, the inspected and tuned up my suit, no questions asked, no charge.
Next year when i get a new suit, it will be another oneill pyschofreak. its the best suit iveever had the pleasure of dealing with, in and out of the water
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ShackdOffMyMelon
Michael Peterson status
Reged: 06/25/08
Posts: 3340
Loc: Barrel
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Turtle71
Legend (inyourownmind)
Reged: 01/19/10
Posts: 489
Loc: NE FL
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Thats amazing cutomer service!
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Nobody listens to Turtle...
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silentbutdeadly
Tom Curren status
Reged: 09/26/05
Posts: 11619
Loc: Tower 13
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Cool to post something positive. These companies constantly take a beating on here! Glad to know customer service exists.
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Thou shall not commit adulthood
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alaskasurfer
Nep status
Reged: 03/10/06
Posts: 923
Loc: SCRiver
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That makes me seriously consider giving them a look next fall, I'll have to see how my current suits manufacturers step up when the time comes. 
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"Our neural pathways have become accustomed to your sensory input patterns."
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ghostshaper
Billy Hamilton status
Reged: 01/22/05
Posts: 1595
Loc: 1134
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O'Neill friends/family sale today in Anaheim Gardenwalk. Add says suits are only 20% off though.
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They've done studies, you know. 60% of the time, it works every time.
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PRCalDude
Nep status
Reged: 02/19/09
Posts: 637
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TY. I think you've positively influenced my next buying decision.
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1lastwave
Grom
Reged: 11/08/10
Posts: 81
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I just sent back 2 pairs of Hyperfreak boardshorts that were a month old with stitching problems. Hopefully they will do the right thing.
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alpharon
Grom
Reged: 06/07/11
Posts: 133
Loc: San Diego, CA
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Thanks for sharing this. I'm definitely giving their suits a serious look next time I'm in the market for one.
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laidback
Miki Dora status
Reged: 02/09/07
Posts: 4195
Loc: NOC
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Im happy you were treated well but
I'll never buy oneil again!
Their $hitty rubber was falling apart, you can see right through it
They told me $100 to repair their crap material
Suit was less than a year old and looked like an old lady knitted the thing buy hand.
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"You can observe a lot just by watching."
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DANNOWAR
Gerry Lopez status
Reged: 12/15/08
Posts: 980
Loc: SD
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Quote:
Im happy you were treated well but
I'll never buy oneil again!
Their $hitty rubber was falling apart, you can see right through it
They told me $100 to repair their crap material
Suit was less than a year old and looked like an old lady knitted the thing buy hand.
what suit was it...
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laidback
Miki Dora status
Reged: 02/09/07
Posts: 4195
Loc: NOC
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A 3/2 heat.
I ended up cutting the arms and using it as a springsuit, so i guess i got my use out of it.
The area that fell apart was that slick material on the back
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"You can observe a lot just by watching."
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Aruka
Gerry Lopez status
Reged: 02/23/10
Posts: 1156
Loc: SW Oregon
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This was the first year I've tried oneill goods. Bought booties and gloves a few months ago and they are both falling apart. I don't think they can be fixed, especially the gloves they are like delaminating and wearing through. Back to Xcel I guess.
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jkb
Nep status
Reged: 02/21/05
Posts: 899
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In a day where most fullsuits seem to breakdown after a year in a half, the O'neill Mutant has been one of the most durable suits I have ever owned.
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rowjimmytour
Michael Peterson status
Reged: 02/06/09
Posts: 2441
Loc: GOLETATHEGOODLAND
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Quote:
In a day where most fullsuits seem to breakdown after a year in a half, the O'neill Mutant has been one of the most durable suits I have ever owned.
+1 I am about two months away from two years owning a mutant
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Gotta find a woman be good to me
Won't hide my liquor try to serve me tea
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gkatz
Grom
Reged: 08/12/08
Posts: 148
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+1
besides that fact that Oneill is probably the only brand that takes care of people like me (extra tall and extra thin) with their Medium Tall (MT) wetsuit size.
I also had a great experience with their customer service. I live outside the US (pretty far away). on a trip to CA I bought a pair of Timmy Reyes Board Shorts that I wasn't to pleased with. they stretched to the point of being unusable after only a few sessions. I contacted their support and was told to mail it to them. I mailed the shorts (at my expense) and they sent me back a brand new replacement pair.
Needless to say, I was very happy with their service.
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VCaba21
Gerry Lopez status
Reged: 03/06/06
Posts: 1076
Loc: South OC
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So , great customer service, but did you get the impression from O'neill that your case was rare or common from their position? I've generally had good luck with O'neill and am a loyal customer. But nowadays I'm trying to make the best decisions from a monetary standpoint and I keep hearing mixed reviews at best. Cheers 
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"someone's gonna be stocked!"
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saltyNuts
Gerry Lopez status
Reged: 04/05/11
Posts: 1175
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Quote:
this is the THIRD time i have sent this wetsuit in for repair at my own fault. took a fin to the back,tore through the entire back panel. reapired no questions asked. THE NEXT DAY, got finned again and they fixed three large rips no questions asked, no charge. Just got it back again for the third time, this time the crotch was leaking and i was more than willing to pay to get it fixed. not only did they replace the whole panel, the inspected and tuned up my suit, no questions asked, no charge.
Next year when i get a new suit, it will be another oneill pyschofreak. its the best suit iveever had the pleasure of dealing with, in and out of the water
This is great news! To you and all that are interested in purchasing and using O'niell.
Respectfully, If you intend to keep using O'neill wetsuits...do yourself a favor. Stay away from the SS welds. Even if they replace or repair your suit a 100 times. Is it worth the frustration, time and money spent?
Their liquid welds dont last, and their SS welds are complete garbage. The PF suit in general is not worth the money IMHO. Im on my 3rd PF the latest and greatest 2011. Only had it 2 months and its already falling apart at numerous area's.
Im not here to bash O'neill. Im only relating my personal experience to try and help others out from unesscessary frustration. The gals over at the warranty dept. are very kind and bless their souls. Im sure they get alot of angry people complaining. Ive seen it.
All the best
-sn
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San Gabriel Valley local
Michael Peterson status
Reged: 11/14/02
Posts: 1885
Loc: San Gabriel Valley, CA
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Quote:
Quote:
This is great news! To you and all that are interested in purchasing and using O'niell.
Respectfully, If you intend to keep using O'neill wetsuits...do yourself a favor. Stay away from the SS welds. Even if they replace or repair your suit a 100 times. Is it worth the frustration, time and money spent?
Their liquid welds dont last, and their SS welds are complete garbage. The PF suit in general is not worth the money IMHO.
+1. I had problems with the fluid seams on the Psycho 2 I bought a couple years ago from the very first use. The first year it was out for repairs more than not haha. They'll happily keep fixing and fixing it but the suit is not durable. I paid full retail and it was probably the worst purchase I've ever made in 30 years of surfing.
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jkb
Nep status
Reged: 02/21/05
Posts: 899
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When people buy top end wetsuits like the Psycho Freak, they expect to get the best technology, warmth, flexibility, and durability. But increased flexibility often comes at the cost of decreased durability.
That's why I like the Mutant. It's a compromise. It's not a stiff suit by any means, but I'm sure it's not the most flexible suit out in the water either. The seams are simple......stitching on the inside and fluid seam weld on the outside. Solid neck entry that's not too tough to get on and off (less stress on the suit). Best of all, it has lasted me 4 seasons (which is incredible when you consider I surf 5 times a week) and it's $200 cheaper than the high end suits right now.
I owned a Psycho 2 and it fell apart fast. Didn't like it.
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Havoc
Tom Curren status
Reged: 09/10/07
Posts: 10000
Loc: The OC Life
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if u guys are really into customer service and warranty stuff, get all ur chit from patagonia. no sending back and hoping. just bring it into a retail store and they'll fix it or replace it. nuff said.
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"motions of rippage is initated by the hind leg"-Northern_Shores
"Lemme know. I got endson gas"-20W
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kellsmith
Miki Dora status
Reged: 04/18/11
Posts: 3712
Loc: South Bay
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my experience with oniell: i had a 4/3 psycho 2 a few years ago. awesome, super warm, flexible, lasted almost a season before it started to leak bigtime. i wouldve been really bummed cuz they are so expensive but i got it for free 
last season, i had a psycho 1. i wore it a LOT. didnt take awesome care of it but didnt neglect it either. after about 7 months it was done. neck velcro ate thru the shoulders, paper thin. knees got paper thin. elbows got paper thin. leaky. bummed. i wrote oniell a letter, and sent it in along with the suit, and they sent back a brand new suit. thats cool.
i was holding on to it, hoping to sell it and go with a different brand, but i broke down and have worn it for about 4 sessions now. its not the warmest, especially in the wind. the worst part is it totally compresses the family jewels and that gets really uncomfortable. so unfortunately im going to need to pay up for something else. im thinking quik cypher.
the moral of my story is that oniell customer service has treated me well, but their wetsuits, not as much.
ps, i also have their mutant booties and those arent good. water is sloshing around in them after about 10 minutes.
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The glide shall not be truncated 
- roy
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ghostshaper
Billy Hamilton status
Reged: 01/22/05
Posts: 1595
Loc: 1134
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Quote:
if u guys are really into customer service and warranty stuff, get all ur chit from patagonia. no sending back and hoping. just bring it into a retail store and they'll fix it or replace it. nuff said.
I just took my Patagonia in today, and they're sending it to Ventura.
I also had a mutant that I liked for the first season, but then the back got so stretched out that it flushes all the time now. I have a psycho 2 that I got for $100, and I've been rotating it with my patagucci, so it's still almost new after 1 season.
Moral of the story: there is no perfect suit. I have to move to a warmer climate, where all I have to worry about is trunks.
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They've done studies, you know. 60% of the time, it works every time.
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