Hi there, Since we finished our big inventory system overhaul (last newsletter), we turned to the front end and made sweeping changes in design & usability, if you haven't checked out our site recently, have a look! As we're getting some early snow, also you can get $50 off any gear rental valid through January 1, 2023; enter code 'DestinyDecember' (order online here, enter code on the Checkout page & hit 'Apply discount').
We also have some unfortunate news to announce, as COVID continues to affect tiny businesses in a myriad of ways. Starting December 5, we will have to shut down: 1) 24/7 self-service support, for the foreseeable future (we will email if we're able to restore)
2) Courier services, where we deliver gear to you or pickup gear from you, hopefully to be restarted in 2023 (we won't email about this, you'll just simply see the option become available again when ordering online) Basically in both of these situations, the providers we were working with ceased operations during COVID. If we were a large company we could find new providers & negotiate new agreements, but alas that isn't true for our tiny business. For a while we just supplemented doing it in-house (like... with 1 person), but now that it's clear that we will not be able to find a new support provider in the near future, we have to discontinue these services. The most relevant one for most customers is discontinued 24/7 self-service support; it means that if you choose to do self-service during Unstaffed hours, we will not be able to provide support. Bear in mind that the vast majority of our customers self-serve with no issues, and do not need any such support. In fact, people tell us they appreciate how our self-service provides them with flexibility, and of course we also emphasize that self-service is key to how we're able to offer low prices, a free Borrow program, and survive the pandemic! But we do understand that it's critical to get your gear so your trip doesn't get ruined! Therefore, we want to recommend: 1) Adding a buffer when selecting a time window for self-service access (for example, Staffed hours are 3-6pm weekdays**. If you plan to leave town Friday morning, schedule your pickup for Thursday before 6pm). This way even if you have an issue during Unstaffed pickup, you can come back during Staffed hours 2) If you are less comfortable with using smartphone or online technology in general, you may want to come during Staffed hours** 3) Preparing in advance for self-service here4) Make sure you really pay attention to each step of the self-service return process! Most issues happen when clicking too fast and past critical steps (once you confirm gear receipt, you are locked out). If you read all the instructions carefully, self-service should take no more than 1-3 minutes. But if you rush and try to click through and make a mistake, it can take far longer to rectify or again in some cases, you will be locked out and have to come back. As part of our design update, we refreshed the entire self-service flow to further make it easier for you **Note that Staffed hours are currently weekdays 3-6pm with some exceptions such as holidays, always check our website for the latest. Thank you so much for bearing with these changes and the continued economic impacts we have to endure. We really appreciate your patience & continued support!
As always, check out some awesome partner organizations below to power your adventures this ski season & beyond!
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