Lack of product support

I recently purchased a pair of Salomon Quest 4 GTX hiking boots. Before paying for the product I asked the salesman if I could buy a spare pair of laces for the boots. The reason I asked this was because the laces need to be of a specific diameter and length to work in the boots lace locking mechanism.

I was told they don't stock the spare laces but I can find them at Cape Union Mart. After visiting numerous Cape Union Mart stores as well as Drifters and the Salomon Flagship store in Nichol Way Shopping Centre I'm yet to find a pair of laces that meet these requirements.

I then wrote and email to Salomon Customer Care only to have it bounced back to the Sandton store where I made my purchase.

The sales staff at the Sandton store - namely Rose and Bruce were very helpful and tried to resolve this challenge but those laces are not available in the required length and specification to work on these particular boots like they should.

I asked for a number in order to speak to a buyer or manager at head office and was told this is against policy and that I should write an email to customer care. This option was clearly already tried!!!