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Did you actually buy the trucks and have a receipt for them? DLX isnt the type to just blow people off for stuff like that....
Yeah and they immediately put me on the replacement list. Was really happy about that. It's just that nothing happened since then.
The main problem is probably that I'm in europe. First they said I'm going to receive a package from a german distributor but that never happened. Now they said I'm getting a package straight from the US. But that should have arrived long ago as well. I'm just gonna keep asking for updates. The customer service you guys got actually sounds awesome.
Product to most places outside of the US after covid shortages has been minimal, almost zero stock of some sizes and shapes, apart from what has been in production, so if it is of a size they are yet to make more of, then yes you will be waiting a long time for it.
Local distributors should actually be doing the work there, the process usually goes through the local shop where you bought them, they either get a shop credit (as I did for NHS product) or replacement (as has been the case with DLX product), depending on who it is and what their account status is, from the local distribution company, who then gets something from DLX, either replacement stock or credit if there is no stock available to replace the product with.
I would say the issue is not so much with DLX, as they are really good with fixing issues, but if your local distributor is not playing nice with DLX, then of course there are going to be delays or other behind the scenes goings on which cannot be helped.
Most people usually don't wait on replacement parts and have other setups to skate in the mean time, so I would say, sure this is going to happen, but don't hold your breath and get whatever product you want, be it Ace trucks or anything just to have a go with Ace, but also while these things are taking a while to get sorted.
One deck warranty replacement took about two months here in Australia in normal times before covid, which is not unusual if there is no stock in that particular product. I had already given the guy another board from the shop anyway, which is what a good shop would do in the same situation, but everyone is different.