On Feb 7th I checked in my Libtech 159 for a full service. The board was checked over, and told that as service volumes were high, return would be earliest Feb 24th, a full two and a half weeks later. As this was close to my departure date, the member of staff assured me that as a long term customer with phone and email on the system, they would phone or update within the week on the service progress. Having heard nothing for two and and half weeks, I phoned on the afternoon 24th to be told that the board would be available ' within the hour'. Traveling to Chertsey at 10am to pick the board up, I was informed on arrival that the board could not be 'fixed', and returned unserviced. No work had been done on the board, no explanation, and no opportunity now to get any service before flying out. The store manager was superficially apologetic but offered no explanation, alternative help or compensation. Just a shrug of the shoulders and a mumbled sorry when I asked if they could help me out with a wax and tuning kit so that i could do the job myself.

I have been loyal to Snow and Rock for many years, not just from having met and sailed with the founder, but on the basis of their service, which in the past has been excellent. I also ignored advice from others that in recent years their standards have slipped to the point of incompetence. I stand corrected, they get no future business from me.

update - I just received a call from a member of the S&R staff who wants to remain anonymous. Apparently my snowboard never left the Chertsey site for servicing elsewhere (assumed Bristol workshop) as they are experiencing staff and logisitics problems. Frankly this isn't helpful, all it would have taken was an apology and a phone call to give me time to make alternative arrangements. Very poor.

Update 24/2/2026 - I did receive from Snow & Rock via Trustpilot but it got filtered into my junk folder, only just seen this today, so at least the company have made an attempt to make amends at some level. Too late unfortunately. After a little digging, much better alternatives are available, ( Absolute Snow for example) who offer first class service and better pricing.