How I ended up with a new inflatable paddle board (AKA: Why ISLE has the best customer service)

Hello! I’m back today with a continuation of yesterday’s post re: how I ended up with a brand spankin’ new paddle board…

…and how ISLE has the absolute best customer service and is now my go-to for all my paddling needs, as few as they may be.

I took my new paddle board — an ISLE Explorer 3 — out on its first ever venture yesterday following a bit of an early-summer saga.

A bit of a back story: I spent a little bit of time during my unemployed summer in Michigan messing around on a SUP, and I fell in love immediately.

I figured SUP ownership was out of the cards for me as a renter with a two-door vehicle for a long time, but then I discovered inflatable SUPs exist!

After jealously watching two of my good friends in Seattle (hi Vandy and Bre) live their best bay lives on their iROCKERS via Instagram, I finally decided to take the plunge.

Someone talk me out of buying a paddle board.

— Randi (@RandiMShaffer) September 5, 2021

Finally, after a few years of research, I bought my first ISLE product — the “Pioneer” in June of 2022.

You can read more in this post about what my purchase entailed and included, and before I go any further, I want to clarify that no part of this post is sponsored or paid for. I’ve bought all my ISLE products with my own money using standard company pricing and promotions.

That inaugural ride confirmed it: BEST purchase ever.

In addition to my paddle board, I’ve accumulated a few ISLE-branded accessories, including an electric pump and an anchor.

When I first got my SUP, I loved it so much that I actually convinced (no joke) FOUR different friends (including Jody and Lauren) to buy the same model.

I’ve probably used it about a dozen times since I got it, including trips to both Upper and Lower Lake Mary (as well as the Narrows), Lake Powell and Clear Creek Reservoir.

There’s not a lot of water in Arizona… I’m doing my best.

After about two seasons of use (important to note: northern Arizona does have typical seasons including cool falls, snowy winters and brisk springs, so I typically don’t use my SUP year-round) my Pioneer failed on me.

A corner seam blew out about 20 minutes after inflation during a May weekend excursion to Clear Creek Reservoir.

I was so bummed. It was about 85 degrees outside and my board (inflated to 15.5 PSI) was propped up horizontally against the side of my Jeep while my friends took turns inflating their boards with my electric pump.

I heard a small hissing, and then a louder hissing, and then a loud POP… and then my board slowly folded over in half.

Welp.

Luckily (so luckily), my friend Jenni had a two-seat inflatable kayak that day. She’d been planning on using one seat for her and one seat for her cooler, so it was easy enough to shuffle drinks and snacks around into everyone else’s coolers so I could take Jenni’s back seat and catch a ride with her.

This excursion made me decide to ALWAYS carry a back-up cheap inflatable inner tube with me during planned paddle outings so if something like this happens again, I don’t have to completely abandon plans.

Luckily yet again: My inflatable SUP had a 2-year warranty on it, and I had exactly 10 days remaining on my warranty when my paddle board failed.

I filled out a warranty form for my damaged Pioneer, and within about two business hours, ISLE replied to let me know what my replacement options were.

ISLE offered to:

1. Either replace my discontinued Pioneer with the upgraded Pioneer 2 model (completely for free) or
2. Give me a refund in store credit.

(Head exploding emoji.)

I didn’t really love either of the remaining color options of the Pioneer 2 model, and so I opted for store credit to the tune of $495- the original amount I spent on my ISLE Pioneer.

I sat on my refund for a bit while I worked to make up my mind. ISLE has a few different inflatable SUP models, but the two main entry-level models are the Pioneer (a shorter, wider and more stable board aimed at beginner paddle boarders/ yogis looking to practice on their boards) and the Explorer (a longer and narrower touring board aimed at experienced paddle boarders looking to travel faster over longer distances).

When I went to order my replacement, ISLE had stock in older model Pioneer 2 and Explorer 2 boards, as well as new model Pioneer 3 and Explorer 3 boards.

After some back-and-forth, I made up my mind and ordered myself a new Explorer 3.

When I put in the order for my Explorer 3, ISLE had it marked down — from $795 to $595 — for an early Fourth of July sale.

So, I ended up paying about $100 out-of-pocket after applying my store credit for the new Explorer 3 (and a free electric pump that came along with the promotion).

I made this decision for a few reasons. The Explorer 3 has a five-year warranty. Given how close my Pioneer was to its warranty expiration, the five-year option sounded really reassuring. The Explorer 3 also weighs about five pounds less than both my current Pioneer model and the Pioneer 2. I preferred the color options available for the Explorer 3, and finally, the Explorer 3 is made with welded, rather than glued, seams, which — given my seam failure — sounded like the best idea.

Plus… Ryan and I were able to get my original Pioneer repaired! We took it to Ceiba here in Flagstaff, and they glued and patched it up within a week for about $100.

I was even able to take Ochi out for a paddle a week after the repair.

So, it worked out for the best. I definitely wouldn’t want to train Ochi on a brand new SUP — one made for touring with less stability — so it was fantastic to have my older, wider and already-damaged board ready to use.

Plus — now I have a spare board! Ryan doesn’t have a SUP, so it’ll be great to have a second board for him, or other friends who want to join in on paddle activities.

I ordered my new Explorer in late June, and it arrived within 48 hours with the standard shipping option.

Honestly, what a fantastic resolution. I went from one broken inflatable SUP to two full paddle board kits (with electric pumps) for the cost of about $200.

So, I guess the whole point of this post is this:

ISLE has excellent customer service. The best. THE BEST.

Back when I originally bought my Pioneer, it went on mark down a day after I bought it. ISLE happily sent me a $100 merchandise credit (which I used on my electric pump) to make up the difference.

ISLE also offered me a $25 store credit after I bought my SUP anchor earlier this year.

So, this is the third just absolutely fantastic experience I’ve had with ISLE’s customer service.

Like I said — no part of this post is sponsored, or compensated, or paid-for. I just genuinely have had so many great experiences with ISLE’s customer service that I wanted to share!

SHOP PADDLING GEAR

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