A Tale of Two Totally Different Customer Services
10-02-17, 12:32 PM
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A Tale of Two Totally Different Customer Services
The following is my experience with two companies Shutter Precision and Ergon.
When outfitting my wife's bike I pick a Shutter Precision Dynamo Hub. During our cross Canada tour the hub developed bearing problems. After a email to Shutter Precision in Tiawain they sent a replacement hub via DHL to my home. It arrived in 3 days.
Contrast this with Ergon. I bought their BioKork grips. They started delaminating. After a number of emails back and forth to their rep,in California, my replacement will not be made available to me until January or February. Today I had a number of FB messages back and forth with their Head Office. Absolutely no help!
So maybe this is only my experience but I am quite dissatisfied. One would think that with the bicycle industry on shaky footing that the CS aspect would be somewhat important.
When outfitting my wife's bike I pick a Shutter Precision Dynamo Hub. During our cross Canada tour the hub developed bearing problems. After a email to Shutter Precision in Tiawain they sent a replacement hub via DHL to my home. It arrived in 3 days.
Contrast this with Ergon. I bought their BioKork grips. They started delaminating. After a number of emails back and forth to their rep,in California, my replacement will not be made available to me until January or February. Today I had a number of FB messages back and forth with their Head Office. Absolutely no help!
So maybe this is only my experience but I am quite dissatisfied. One would think that with the bicycle industry on shaky footing that the CS aspect would be somewhat important.
10-02-17, 01:20 PM
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difference between a $120 product thats meant to last and a $32 product that is meant to wear down and be replaced?
One company is willing to stand behind their product thats more expensive and meant to last while the other makes a disposable product...
just spitballin here.
One company is willing to stand behind their product thats more expensive and meant to last while the other makes a disposable product...
just spitballin here.
10-02-17, 02:05 PM
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Every company Should stand behind every product. Tires are meant to wear too, but if your tires developed giant bubble son the first ride, you'd go back and buy more of the same? Cables are consumables, but if you put on four brand-new cables and all four snapped on the first use, you'd buy four more of the same? Tubes wear out ... if you bough two tubes and they came out of the box leaking, you'd buy more from the same source if they refused to address the issue?
That's like saying if you are sold spoiled food, well, food will eventually spoil anyway ........
That's like saying if you are sold spoiled food, well, food will eventually spoil anyway ........
10-02-17, 06:49 PM
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