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ACON Expertise & 5-Star Service: An Interview with Ulla Mankinen
5 Mins Read
Last updated on July 17, 2026
ACON’s approach to customer service comes down to real people, practical advice, and support that lasts well beyond the first summer. Director of Customer Care Ulla Mankinen leads a global team that helps customers across Canada choose the right trampoline, set it up safely, and keep it performing year after year with lifetime spare parts and expert guidance
Choosing an ACON trampoline is not just about performance. It is about knowing it will hold up through changing seasons and that help is there if you need it. Since 1996, ACON has built its reputation on durability and thoughtful design, backed by a customer care team that understands real-life conditions, including Canadian weather.
At the Front Lines of Customer Care: Who is Ulla Mankinen?
Ulla Mankinen is the Director of Customer Care at ACON, responsible for customer support in more than 60 countries, including Canada.
She works closely with teams across North America and Europe to make sure customers get clear, helpful answers from people who understand the products. As part of the leadership team, she also ensures customer feedback plays a direct role in product development and improvements.
Her approach focuses on consistency, expertise, and empathy. The goal is for every customer to feel confident and supported, no matter the situation.
“Our 5-star service isn’t about perfection. It’s about being consistent and reliable. Customers should feel understood and supported every time they reach out. Technical accuracy and a human touch go together.”
Why expert advice is crucial when buying a trampoline
Choosing the right trampoline depends on design, usage, and local conditions, which makes expert advice especially valuable in Canada.
ACON trampolines are built using Synergy Design, where the frame, mat, and springs are engineered to work together. That affects how the trampoline feels, how it performs, and how long it lasts. But those details only matter if the model fits your specific situation.
Ulla Mankinen’s team helps customers choose between different options, whether it is a round model for family use or a rectangular one like the ACON 16 HD PRO for more advanced jumping. The focus is on what makes sense for the customer, not on upselling.
A few key things customers in Canada are encouraged to consider:
- Yard layout, including slope and available space
- Who will be using the trampoline and how
- Weather exposure, including wind and seasonal changes
- Thinking through these factors early helps avoid surprises later, especially in regions with more extreme conditions.
5-star service in practice: People before machines
ACON focuses on human support, giving customers direct access to knowledgeable team members instead of relying only on automated systems.
Customers can reach out by chat, phone, or email, depending on what is most convenient. For more complex situations, video calls are available so the team can see exactly what is going on and offer more precise help.
This matters in Canada, where timing and weather can play a big role. Whether it is setting up quickly during a short warm season or dealing with unexpected issues, the support team works with the customer’s situation, not against it.
“We want customers to be able to talk to real people who understand what they are dealing with. Technology helps us stay efficient, but it cannot replace human support. Having options is part of good service.”
For direct help, visit ACON customer service.
Durability and safety: Support beyond the purchase
ACON designs its trampolines for long-term use, with lifetime spare parts and strong compatibility between older and newer models.
That is especially important in Canada, where equipment needs to handle everything from hot summers to cold winters. Instead of replacing a trampoline when one part wears out, customers can repair and maintain it over time.
Ongoing safety support is also part of the experience. Customers can reach out for advice on anchoring, placement, and maintenance to keep everything secure and performing well.
This approach supports both sustainability and peace of mind.
Feedback as a driver for innovation
Customer feedback plays a central role in how ACON improves its products and support.
The customer care team gathers insights every day and shares them directly with product development. For example, when customers found certain assembly steps challenging, ACON created detailed video guides for each model.
Testing also happens in real-world conditions. In one case, hundreds of children tested trampoline prototypes to help refine bounce quality and safety.
Customers can also easily find spare parts online, supporting a repair-first approach that extends product life and reduces waste.
Frequently Asked Questions (FAQ)
What is the most efficient way to reach ACON customer support?
Chat is a good option for quick questions. Email works best for more detailed inquiries, especially if you want to include photos. Phone support is helpful for talking things through, and video calls are available when a situation needs a closer look.
Does ACON offer help with yard planning?
Yes, customers can send measurements or photos of their yard. The team reviews slope, surface conditions, and safety distances to recommend the best setup for the space.
Will spare parts for my current model still be available in 10 years?
In most cases, yes. ACON designs its products with long-term use in mind, keeping spare parts available and ensuring compatibility across models whenever possible.
