I called Antares two weeks ago today about my broken tree. They offered to replace it for $1750, but I’m NOT interested in paying them another chunk of change. I asked if I could buy a tree and have my local saddle fitter install it (way less money). The customer service rep said he would see and call me back the following Monday.
No phone call for two weeks.
So I called today and he apologized for not getting back to me. Said he’d check with the company owner and they would not be willing to get me a tree, they would have to fix it themselves. He offered me the bargain repair rate of $1,250 and several months without my saddle. This is not a great resolution. I’m instead having the local saddle repairer weld and reinforce the broken tree where it is split at the pommel, I’ll have it back in a few weeks, and it’s costing $130. But that’s not a great option either for a high-end custom saddle: with a welded tree it’s going to be worth only a fraction of what it’s worth with a sound tree.
The customer service rep told me that “it’s not uncommon” for the Antares trees to break, “it’s a common problem,” and when I asked how often it happens, he said probably 2% of their saddles.
Wow. Just wow.
The company has only been in business for 14 years. If one out of every 50 saddles has had a tree break, I’m fricking astounded by the extreme lack of durability. Any Antares saddle is fairly young, if the company was started 14 years ago and ramping up production and sales the first few years, the VAST majority are going to be under 10 years old. And the customer service is saying that aproximately one out of every 50 has had a broken tree? From “posting and jumping”!!!:eek:
I can’t believe that the company hasn’t found a better and more durable tree source, isn’t standing behind their product more, finds this failure rate acceptable, and is charging a greatly inflated repair rate instead of making it right. What I asked for was a replacement tree (ideally at cost), not a new saddle, not a free repair, not reimbursement for equine chiropractor bills to address pain caused by the broken tree, or a loaner saddle to ride in while mine was being fixed.
Since 2007, I have worked with four different Antares reps. None of them are still with the company. So I can’t speak to anyone I’ve built a relationship with.
I hope others learn from my experience and that of the many other COTH posters that have written about their problems with Antares trees breaking, and spend your money with a company that cares more about producing a quality product that lasts, and cares about taking care of customers.
If you are saddle shopping, and care about durability and customer service, keep looking. Antares seems more interested in selling saddles and repairs than in making a durable product.