I recently bought a PDS Carl Hester Grande from Horse Loverz. I love the saddle, and my horse does too. But the tree developed a bad creaking sound after a couple of rides. It was definitely not the leather; it happened when pressure was applied to the tree. (The trees on these saddles are made of carbon fiber.) We sent it back to Horse Loverz, and they said they sent it out for repair. When we got it back a month later, it had a repair tag attached noting the problem, but didn’t state what was done to fix it. The sound was gone for one ride, and after that, the creaking sound reappeared. I have contacted Horse Loverz, who repeatedly tells us the manufacturer’s server is down and there’s nothing they can do (this has been a couple of weeks). I tried to contact English Riding Supply, the US distributor, and those emails bounced back. I also tried to message them through Facebook. And I tried to contact Pessoa Saddles in Argentina. The direct email bounced back, and the contact form didn’t work. Does anyone out there in COTH-land have a secret contact they can share to help get this resolved?
No secret contact. I have a PDS saddle. I have a guarantee from the store where I bought it. Love the saddle.
Just to check, are the screws for changing the gullet tight? My saddle creaks when they loosen. Aside from that, can you take it to a local saddle repair/fitting shop and have it checked? That would be my approach. I tried contacting Pessoa when I got the saddle to clarify warrantee. Crickets. I am in Canada BTW.
Thanks, Dee. I really like it as well, and I think my horse likes the high-tech tree. And I REALLY want to get it resolved and not have to return it, as it’s exactly what I want–short block, regular flap, and regular billets. I haven’t seen another with the same configuration anywhere.
The screws were the first thing I checked, but I’ll check again. The sounds seems to be coming from further back, very consistent when posting, and it can be recreated when off the saddle. I can’t even claim that I heard crickets, as my attempts at contacting Pessoa haven’t gone through. My husband has a saddle fitter coming next week, and I’ll have her take a look, as well.
ERS had a ransomware attack in late March and all their systems have been down since. The most recent word is that they are expecting to be up and running again by Tuesday, so I’d try Horseloverz and ERS again next week.
Good to know–thanks!
Did this somehow affect their ability to use a telephone or Facebook?
Just passing on what I know. I have gotten through to some folks via phone who can’t do anything but apologize. No access to email, inventory, records, the warehouse, etc.
Correct response from a business: “we are having trouble with our computer systems right now, but please send it back with the repair tag and we will make this right for you.”
incorrect response from a business: “we can’t access our records so you’ll have to wait until we can. No idea when that will be. Please waste more of your time calling back since we won’t even write your number down on a piece of paper and make sure someone follows up with you.”
Yes, it did for phones. Their Operations Manager has been covering a newly created FB pages that is directed at retailers, keeping us updated on the situation. I’d cut them some slack, this has been pretty impactful on their business sadly, and as someone mentioned earlier has been ongoing since March 26th.
Bumping for an update since mine has also developed a squeak.
