New Procedure for Returning your Arena Carbon Pro Racing Suit

Updated 13th May 2013 - Swimmer.com.au

In light of the recent evolutions after the publication of the news on Carbon Pro, the Arena Group have decided to make some adjustments in the policy for replacements to customers, with the key objective of expanding the potential remedies offered to customers and to minimize the inconveniences created through the replacement of the suit.

The key points are the following:

1. Arena wants all world-wide requests of replacement to be managed through the dedicated website: http://support.arenapowerskin.com/
2. All swimsuits will be replaced, even without a proof of purchase. The only requirement is that the swimsuit must be in good conditions (= not broken) and that it shall be shipped back to arena
3. A solution for customers with urgent need of replacement has been introduced
4. Arena will manage through DHL both the collection of the old suit directly from the customers and the delivery of the new suit.
5. The old swimsuit does not have to be shipped back immediately by the customer, but only when the new one will be ready to be shipped. That’s very important as almost all Federation are officially establishing allowance periods in which the Carbon Pro can still be used in national events.

Here below the detailed description of all the steps of the replacement procedure:

• Customers have to go on the Arena website: http://support.arenapowerskin.com/
• The system will ask demographics info, which will be useful for the following steps of the procedure (name, nationality, address, …)
• The customer has to confirm that:
  • They own a Carbon Pro
  • The suit is in good conditions (not broken)
• The system will propose to the customer 2 options for the replacement:
  • OPTION A: Replacement with a new Carbon Pro MK 2: the replacement will take at least 8 weeks or more, particularly depending on the location of the customer, so this option will be good only if the customer can wait for his replacement
  • OPTION B: Immediate replacement with Revo+ and Voucher for purchasing a new Carbon Pro MK 2 at reduced price: that’s the best option for customers who want a quicker solution for the replacement (in this case the replacement can be completed in about 2 weeks)

If the customer chooses OPTION 1 (replacement with a new Carbon Pro MK 2):

• Arena will ask them to keep the suit (and ideally continue using it) until Arena advises that the new one is ready
• Once the new suit will be ready, the system will send them an email and we’ll advise the local DHL to contact the customer for the collection of the old suit
• DHL will organize the pick-up directly at the customer’s provided address and ship the old suit directly to Arena
• The old suit will be controlled in the Arena warehouse by a dedicated team
• The replacement will be approved (unless the suit is broken)
• Arena will ship the new suit through DHL directly to the consumer

If the customer chooses OPTION 2 (replacement with R-evo+ and voucher):

• Arena will advise the local DHL to contact the customer for the collection of the old suit
• DHL will organize the pick-up directly at the customer’s house and ship the old suit directly to Arena
• The old suit will be controlled in the Arena warehouse by a dedicated team
•  The replacement will be approved (unless the suit is broken)
• Arena will ship the R-evo+ through DHL the directly to the customer
• Arena will send an email with a voucher with a list of selected retailers (SWIMMER.COM.AU is a Selected Retailer for Australia)
• The voucher will guarantee a 35% discount (off the recommend price in each market) for purchasing a new Carbon Pro MK 2
• The voucher must be used by 31/12/2013 and it can be spent in one of the “selected retailers” in each country (SWIMMER.COM.AU is a Selected Retailer for Australia)

The above procedure will be applied world-wide.

If you have any questions or need assistance in returning your Arena Carbon Pro Racing Suit please contact us at info@swimmer.com.au and our staff will be happy to assist you.

Arena Responds to Carbon Pro Replacement Requests

Arena is responding to numerous consumer queries and requests following its announcement to replace three models of the first-generation POWERSKIN Carbon-Pro swimsuit range with the new Mark 2 version.

The company has expressed profound apologies to all consumers for the inconvenience caused by arena's decision to waive approval codes on the old model Carbon-Pro. It added further that it is doing everything in its power to rectify the situation as quickly as possible, and to minimize the impact of the switchover.

In a number of countries – among them USA, Great Britain, Germany, Italy, Hungary, Sweden, Norway, Ireland and Austria, National swimming Federations have decided on or are considering a special dispensation allowing the first-generation POWERSKIN Carbon-Pro suits to be worn in national competitions during the transition period. The company has expressed its gratitude to those federations that have done so.

In acknowledging the inconvenience caused and considering all consumer responses and suggestions, Arena has also decided to upgrade the list of remedial offers to those in possession of one of the suits concerned. All consumers owning a POWERSKIN Carbon-Pro suit carrying the old approval codes will have the option to get their suits replaced with an equivalent Mark 2, even if they don’t have any proof of purchase.

“It was easy for us to make the right decision in the interest of the sport,” said Giuseppe Musciacchio, head of arena Brand Development. “We clearly see that anticipating all the consequences of our decision, in the very short time we had, is somehow more complex so we are ready to adapt our actions as we go. We live in a world where communication between brands and their consumers has become faster and more direct. We can hear what our consumers are asking us to do and we have to listen to them. In the end, they are the real owners of the brand.”

As the company embarks on the significant task of replacing the three models concerned, it has appealed for patience as it works through the process. While every effort will be made to expedite the replacement, arena anticipates that it may take some time for some consumers to receive their Mark 2 product. In the interim, the firm is exploring avenues to assist those who have urgent needs for FINA-compliant suits. One such option will be to offer athletes other racing suits from the POWERSKIN range.

New information on Arena Powerskin Carbon Pro compliance with FINA regulations

As of 7th of May 2013, the following Arena POWERSKIN Carbon-Pro models are not valid anymore for FINA sanctioned events:

• Women’s full body open back (FINA approval code AR220993)
• Women’s full body closed back (approval code AR220994)
• Men’s jammer (approval code AR141364).

Arena is introducing a new version of the POWERSKIN Carbon-Pro (called Mark 2), which is available with immediate effect, with the following FINA approval codes:

• Women's full body open back – Mark 2 (AR221039)
• Women’s full body close back – Mark 2 (AR221028)
• Men’s jammer – Mark 2 (AR141028)

If you are going to compete in a FINA sanctioned event and need details on how to get hold of the new POWERSKIN Carbon-Pro Mark 2 suits, click here to view the Arena FAQ (Frequently Asked Questions) section, or visit the POWERSKIN Carbon-Pro return page.

Arena Waives FINA Approval on three models of Powerskin Carbon-Pro

IMPORTANT INFORMATION FOR SWIMMER.COM.AU CUSTOMERS WHO HAVE PURCHASED AN ARENA POWERSKIN CARBON-PRO RACE SUIT

Superior performance, quality products, transparency and ethical and fair business practices have been Arena’s key values since its inception forty years ago.

Consistent with these principles, all Arena products are designed and manufactured using the most innovative technologies and applying strict quality controls to ensure the highest consumer satisfaction for performance, quality and safety.

In February 2013, FINA, the international governing body for all aquatic sports, requested compliance information regarding one of the Arena POWERSKIN Carbon-Pro racing suits (woman full body open back – FINA approval code AR220993), purchased during routine testing.

Arena immediately launched an additional quality control investigation on a broad scale, showing that all raw materials used to manufacture all models in the POWERSKIN Carbon-Pro product family are fully compliant with FINA rules and regulations. Deeper checks suggested that a change in the manufacturing process, following a significant surge of market demand, may have caused an unintended - and unexpected - reduction of the permeability to air of some of the racing suits produced between the end of 2012 and the beginning of 2013.

Only part of the production is affected by the anomaly, which has absolutely no impact either on the safety or on the performance of the products that are potentially non-compliant.

Nevertheless, as it would be impractical to test all POWERSKIN Carbon-Pro racing suits on the market, Arena wants to ensure that not even one non-compliant suit will be used in any FINA official competition.

Arena, therefore, advised FINA of its decision to withdraw the approval codes of concerned POWERSKIN Carbon-Pro models:

• AR220993 – woman full body open back
• AR220994 – woman full body closed back
• AR141364 – man jammer

Consequently, as of May 7 onwards, all POWERSKIN Carbon-Pro suits to be used in FINA sanctioned events will have the following approval codes:

• AR221039 – woman full body open back
• AR221028 – woman full body closed back
• AR141028 – man jammer

A complete list of all Arena racing suits approved by FINA can be found at fina.org.

Arena has already started delivering the new version of POWERSKIN Carbon-Pro suits (Mark 2) to Teams and Individual Swimmers, in view of forthcoming FINA events.

“Arena apologizes for any inconvenience – said Cristiano Portas, Arena CEO – but its commitment to fully comply with FINA rules and, more broadly, its commitment to fair competition in the world of swimming must be given the highest priority”.