I contacted Ogio customer service via telephone and got their voice mail so I sent them an email over two weeks ago with a simple question and they haven't gotten back to me yet. Is bad customer service their plan for selling more product moving into the future?

Edit 3/25/09:

Within 12 hours of making the post above I was contacted via PM by no less than two Ogio staff members. First, a sales rep from Missouri and then their National Sales Manager, both of whom offered to resolve any problem I may have. I responded to both by attaching the email which I sent originally.

What happened next nearly blew me away -- Ogio's National Sales Manager contacted me by phone to answer my question personally and to relate that what occurred was an anomaly. He not only apologized, but also gave me his assurance that this is not the way that Ogio does business. And when the National Sales Manager takes time out of his busy schedule to personally call and set things straight, not only is he a gentleman, but his company deserves some serious kudos.

Thank you Ogio, truly first class.

I dealt with them last year and thought they were great. I had a minor problem with a carry bag and they replaced it with a new one.

Did you have to show them your purchase receipt? My 09 Grom's leg snapped in half so I need to give them a ring, but I no longer have the receipt.

Let me help.. I am a rep for OGIO and would hate to see someone not treated correctly.
Please contact me and let's get your questions answered.

Sorry to hear that you've had problems with Ogio Customer Service. I've had nothing but good luck with them. Late last year I called them about my damaged bag (Impact) that needed a new foot and had a tear in one of the pockets. I thought I could buy a new foot and I was right. They sent it right away - had it in less than a week. When I talked with the Rep, I told her how much I loved the bag and that I had a tear in one of the pockets and wanted to know how best to repair it. She told me that my best action would be to have a seamstress repair it locally but, she suggested that I send them a picture of the damage because she could give me credit toward the purchase of a new bag - 50% off of MSRP. I decided to go with that. I emailed pictures, chose the Nexos and I got it for just $130 including shipping. Now I have a functioning Impact and a brand new Nexos that I love.

Ogio Customer Service answered phone messages and email messages quickly as I went through their process. I am very happy with them.

Sorry to hear about your experience with Ogio.

I can tell you that I have always received First class service from them. I have an Edge bag that had a defective "Hoode" rain hood. E-mailed them around 4:30 PM and received a response the next morning informing me that they were sending out a replacement that afternoon via Priority Mail!

Thank you 'Humpdaddy'. You and Cal made a serious fan out of me. Ogio has earned some serious brand loyalty.

See my edited OP.

Arkstorm:

Glad to hear that they made it right! As posted above, that's the type of great service I've had the good fortune to receive from Ogio!

Great to hear all the positives on Ogio. We will see how my warranty claim goes. My '08 Edge that I received as a present last year had an issue with the zipper on the large side pocket where the rain hood is stored. I do not have the receipt since it was a gift. Hope I am granted a replacement as I cannot afford to buy a bag right now even at 50 % (just bought new irons and a driver last month). I am now patiently waiting on an e-mail reply.

i love hearing these stories and hope it translates into more business for the company. it certainly has an impact on my buying behavior. i have several ogio products (a couple of bags and a couple of travel covers) and have always liked their products. it's good to know that if i have a problem they tend to be supportive.

I'm actually in the market for a new bag myself, and have been eyeballing the grom....

Nice to know that they stand behind their product, and that there is a presence on this site.

Does OGIO still make bags for Callaway?

went to Roger Dunn and they replace my bag with the new one no questions asked and no receipt. Picked up another 09 Grom in exactly same color.

Hmm, so I actually just found this thread after searching for "ogio warranty" to see if any members on here have had any problems with Ogio's customer service. I have called twice this week and recently just sent an email, still with no response to any of my calls. First time I was sent to a voicemail, no call back. Then I called again and was told that there is only 1 person who handles warranty calls and that I may want to email them instead. So now I have done that and waiting to hear back. However based on the original post of this thread, not to confident on receiving that response.

My Ozone bag broke while on the course at the end of last week and trying to get it take care of, since we are sitting in the middle of golf season here with a non-functional bag. A plastic piece broke that holds the tension rod, so now the legs just hang down while I am walking so I have to hold them. Bag also no longer stands unless I get luck in wedging the legs enough, so have to usually lay it on the ground.

I see that there are some people associated with Ogio on the board. Wondering if maybe one of you can assist me? I can provide the contact information of who I have sent my email to if needed (via PM). Leaving for a golf trip in a few weeks and want to get this take care of, otherwise need to go out and buy a new bag.

Thanks!!