What happens when running shoes and balls don’t make for a good team? That’s what I hoped ASICS America Corporation could explain…

Dear ASICS Footwear Customer Service:

I emailed almost two months ago and no one responded. So I took matters into my own hands, or should I say feet? Either way, I purchased new insoles for my ASICS, but my feet still hurt. Since you didn’t answer my last email, I’m resending it again even at the risk of repeating myself. If I don’t hear from you this time I’ll just pick up a pair of Nike.

Dear ASICS Specialists in Charge of Balls of the Feet Issues:

A little over a month ago, I purchased a pair of ASICS GT-2160 running shoes at Sports Authority. After 35-minutes on an elliptical machine, now my foot balls start to turn red and get irritated. The left ball in particular gets very sore and the last thing you want during physical activity are sore balls. It feels like the running shoes are the right size, but after a workout I’m feeling a little limp, mostly because of that darn, sore left ball. Why is this happening? What can ASICS recommend to soothe my balls? I don’t feel I am ellipticalling at such a blistering pace that my feet can’t handle it, so is it a problem with the running shoes, or would you have to look into my sole to uncover what’s really going on?

On another note, I think it’s really cool that ASICS is an acronym derived from the Latin phrase, Anima Sana In Corpore Sano — a sound mind in a sound body. Have you done any studies to determine what percent of the Latino market you might be losing by not marketing to out of shape crazy people who don’t have sound minds or bodies?

Thank you for any relief you can provide.

ASICSally yours,

“Me”

A Consumer Relations Representative responded with:

Thank you for contacting ASICS America Corporation. We can typically exchange a pair of shoes one time for the same or comparably priced model if the guidelines below are met and the retailer cannot assist. If you’d like to proceed, we’ll do our best to take care of this as quickly as possible. Thanks!

——–

Return Instructions:

It is our goal to produce innovative athletic footwear, apparel and accessories to the highest quality standards. In addition, ASICS warrants all products against any manufacturing defects. Shoes are covered for two years from the manufacture date; apparel and accessories are covered for one year.

If you live in the United States and feel that your product has a manufacturing defect which has not been addressed by the retailer you purchased it from, you may send it to ASICS America Corporation for inspection (see guidelines below). If the product meets guidelines and a defect is found, we will replace it one time with the same or comparable model. Replacement decisions are based on availability and inspection results; colors are not guaranteed. If other models of ASICS shoes have worked for you in the past, note the style names in the explanation area on the attached form. Please note that ASICS does not repair shoes, refund directly to the consumer, or reimburse shipping costs.

Guidelines:  All consumer product returns that do not meet these guidelines will be returned
·        Consumer must be located in the United States
·        Product must fall within warranty time frame (two years for shoes, one year for apparel and accessories). The manufacturing date is located on the bottom of shoe labels under the tongue and typically starts with the letter “F”–the last four numbers of this code indicate the month and year. For example, F371108 shows that the shoes were manufactured in November of 2008.
·        All shoes must be returned in pairs
·        Product must not be altered, abused, or excessively worn. Please note that running shoes are typically expected to last 300-500 miles. Returned shoes that appear to exceed these amounts may be considered to have normal wear-and-tear and excessively worn.

(Mailing Instructions followed, which covered packaging, a request to fill out an attached CONSUMER RETURN FORM if the product meets the guidelines above, and the address).

Anima Sana In Corpore Sano
Sound mind, sound body…

Please let me know if I can be of further assistance. Take care!!

Final Thoughts: In addition to my foot balls being irritated, it was also irritating that ASICS didn’t respond to the first email. But balls often come in twos and apparently sometimes emails do as well. In the end, ASICS was on the ball and came through by demonstrating a willingness to stand by their product for a customer who stood in them and footed the bill.

In addition to balls and emails, warranties appear to be another thing that come in twos. Covering shoes for two years from the manufacture date seems more than fair. However, was this a manufacturer’s defect caused by the running shoe, or was the problem actually a defect manufactured by my feet? Either way, ASICS never explained why my foot balls were getting red and irritated or how to stop it from happening. For all I know, my Nike socks were jealous I was wearing ASICS running shoes and it created friction between them.

While it was supportive and considerate of ASICS to offer an exchange if the guidelines were met, Sports Authority took care of the trade with no questions asked — even though I purchased them about three months ago. So far, no irritation from the new pair and my balls have healed nicely.

If you’re looking for athletic footwear backed by a company that doesn’t run away from customer issues, race over to ASICS. Although, if any product causes you pain, exercise your rights as a consumer and Write The Company.

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