The Question: I just got new equipment and had a friend who had his skis stolen recently. I wanted to know what your policy is if my equipment were stolen?


Mountain 1: PA, SMALL Area

Answering phone: Female, sounded preoccupied.
SAM: Stated question
Staff: Uh, we have locks outside so you can just use those.
SAM: Oh! You have public locks that I can use?
Staff: Uhh, yup, they’re there for everyone.
SAM: Awesome. And they’re at all your ski and board racks by the lodges?
Staff: Yeah, exactly.
SAM: Nice. Thanks a lot.
Staff: Okay, bye.

Rating: 5.5
Comment: Apparently I was more excited about the conversation than she was. A little more enthusiasm would have done it. I mean, free public locks people!


Mountain 2: SD, SMALL Area

First contact: Female. Super pleasant sounding.
SAM: Stated question
Staff: Well, we take down the information, but you know, there isn’t really a lot we can do about it. A smart idea is to copy down the serial numbers and be sure to keep those with you. A lot of times either home owner’s or renter’s insurance will cover your equipment.
SAM: Oh yeah, I never thought of that. So then there’s not much your mountain does?
Staff: No, not much more, but we, of course, report it to the sheriff’s office and our security department will keep an eye out for them in case they come up.
SAM: Okay, good to know. Thanks so much.
Staff: Yeah sure, remember to write those numbers down, though. They could come in very handy.
Staff: Okay, thanks so much.

Rating: 9
Comment: Great information with no fluff added and the only mountain to mention insurance. Easy high points.


Mountain 3: CO, MEDIUM Area

First contact: Female. Sent me over to rentals.
Answering phone: Female. Sounded bummed like she was missing some epic powder day. (There will be others, my friend, not to worry.)
SAM: Stated question
Staff: Um, if one of our boards is stolen… I mean you’re the one that signed a liability form so you’re responsible for the equipment, so we would have to charge you for it.
SAM: Oh, no sorry I didn’t mean rentals. I meant my own equipment.
Staff: Oooh yeah, personal stuff… you call the police. Are your skis registered?
SAM: Um, no? What do you mean?
Staff: You can register skis or boards with the police so there’s a bar code on them for identification. Liiike in case they’re stolen for instance. (Am I sensing attitude?)
SAM: Oookay. So it’s up to me to call the police then. The mountain has nothing to do with it?
Staff: No, there really isn’t much we can do. It’s kind of your fault. Okay?
SAM: Guess so, thanks.

Rating: 1
Comment: The only thing she was useful for was making me aware I can register my skis with the police. Good bonus but sour attitude. Ouch.


Mountain 4: NJ, MEDIUM Area

Answering phone: Female. Sounded like your pie-baking kind of Mom.
SAM: Stated question
Staff: You mean if they were here and got stolen?
SAM: Yes.
Staff: Well, what it is, is that we offer complimentary ski checks and we have someone watch the equipment if you choose to check your skis or board. If it is stolen, though, we call the town police and you would file a theft report.
SAM: Oh well, okay. So, once I file the report with the police it’s in their hands?
Staff: Yes, that’s right. But we offer the complimentary ski checking so there would be someone standing with your skis all day. It’s in a roped-in area so it’s totally safe. Oookay sweetie?
SAM: Yeah, that sounds great.
Staff: Okay, well I’m glad you called, but you do know our mountain just closed for the season right?
SAM: Ummm, yeah. Thanks.

Rating: 9
Comment: Patient, super friendly and good information. The mountain’s even closed (my bad), but the woman still took the time.


Mountain 5: Quebec, large Area

First contact: Operator, transferred to guest services.
Answering phone: Male. Cranky sounding.
SAM: Stated question
Staff: Um, well, you have to fill out a report ma’am. (Silence….)
SAM: Okay, what kind of report? One for the mountain or the police?
Staff: Both.
SAM: Ookay, after I fill out a report what happens?
Staff: Well there’s an investigation. (Silence…)
SAM: So you investigate and hopefully my skis are found.
Staff: Ahh, yes, hopefully they’re found.
SAM: Okay but if not… then what. Anything else?
Staff: It gets handed over to the police. (Silence...)
SAM: Okay then, that’s it I guess. Thanks.

Rating: 1
Comment: Killing me with the silent treatment. Oh, and the serious lack of information.


Mountain 6: BC, LARGE Area

First contact: Young female. Super nice sounding.
SAM: Stated question
Staff: Oh no! Well I can take your name, all your equipment information, and see if anything has come in.
SAM: Oh sorry, I didn’t mean my skis have been stolen. Hypothetically speaking.
Staff: Oooh okay, phew. Well, it is your responsibility so we don’t actually take any responsibility for your equipment.
SAM: Aright, so I’m on my own then with everything?
Staff: Yes, but if they’re expensive and you said you just got them, it’s worth using a lock, which we have, and just always using that for a guarantee.
SAM: Of course. So you have locks as in you provide them or that you sell?
Staff: Oh no, we sell them. They’re in all our rental and retail shops.
SAM: Okay, thanks so much.

Rating: 8.5
Comment: Great attitude and didn’t hesitate for a second trying to help find my supposedly lost gear.


Mountain 7: CO, Large Area

First contact: Young male. Laid back sounding.
SAM: stated question
Staff: Uh, well, you know, obviously we take that very seriously. We’ll contact security for you and I mean there are cameras in a lot of places, which is helpful, but not all places so it can be tough to find the person. So, I mean if they are stolen, we’ll look back if they’re in a camera location, but ya know…
SAM: Sure, you’re kind of out of luck most of the time, but I didn’t know you had cameras, which is pretty cool.
Staff: Yeah definitely, and like I said, some places do and they’ve been really helpful in the past. And a lot of times skis that are stolen the person will see some little sticker or something and be like “ooh yeah, these aren’t mine,” and put them back. That happens more than you think so there’s always hope.
SAM: Okay. But otherwise the mountain is free of any responsibility you’re saying?
Staff: Yeah, I mean straight up, we don’t reimburse. It’s your responsibility for your equipment. Obviously you can lock them up, which is pretty much safe proof. It’s not like you see too many people walking around with wire cutters, haha.
SAM: Okay, well thanks so much, I appreciate it.
Staff: Nooo problem, hope you have a good day. Tomorrow is supposed to be killer, should think about coming out.
SAM: Good to know, thanks. (I’ll be on the first flight out of Boston, buddy. I wish.)

Rating: 9.5
Comment: Nooo rush with this guy. Took his time to walk me through details and make the connection, not just spit out facts.


Mountain 8: CA, MEDIUM Area

First contact: Automated machine. Chose 0.
Answering phone: Female. Sweet sounding
SAM: Stated question
Staff: Can you hold on and I’ll find out really quick. Thanks.
Hold time: 10 seconds
Staff: Okay, hi, sorry about that. So, we have a ski check for you to use, which only costs a dollar and we’re only responsible if they get lost in our ski check or rental department or you’re demoing another pair for instance. But, with the ski check it’s guaranteed they won’t be stolen, so it’s pretty much fool proof if you want to make sure you keep your skis. Especially if you just bought a new pair, I’d be so paranoid and worried myself!
SAM: I know! Exactly why I’m checking out what happens. I assume the ski check is near the main base of your mountain?
Staff: Oh also, the ski check is actually free for season passholders
if you happen to be one. And sorry, what was your last question?
I couldn’t hear you.
SAM: Where was the ski check located?
Staff: Oh that’s super easier. It’s right at the bottom of the ramp when you arrive, right near the main base lodge. It’s this little red awning that you can’t miss, really sticks out. Even says “ski check.”
SAM: Beautiful, thanks.
Staff: Oh anytime, happy to help. Hope you can make it up here, our spring conditions are great right now!

Rating: 9.8
Comment: Winner of the 3 Ps: patient, polite and personable. Related to my concern, squeezed in conditions and made me feel the most cared for.

Identity Revealed: Sierra-at-Tahoe